SUPPLY CHAIN AND WAREHOUSE

PROCESSES AND PROTOCOLS

CUSTOMER SATISFACTION| PRODUCT WELL-BEING

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TABLE OF CONTENTS
1. OBJECTIVES
2. PATHWAY
3. PICK-UP PROTOCOLS
4. DIRECT SHIPMENTS PROTOCOLS
5. TCS SHIPMENTS THROUGH VSL

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6. WAREHOUSE PROCESSES
RECEIVING
QUALITY CHECK
PUTAWAY
PICKING
PACKING
SHIPPING

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TABLE OF CONTENTS

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7.REVERSE PROTOCOLS
COD RETURNS RECEIVING
PDI RECEIVING
INTERNATIONAL RETURNS
INVENTORY ON DEMAND
DISPATCHING PROCESS
8.REVERSE PROCESSES
9.PACKAGING/STOCK ACCEPTANCE CRITERIA
10.LAAM PACKAGING MEASUREMENTS

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OBJECTIVES
1. CUSTOMER SATISFACTION
Customers are drawn towards a product because of the emotional impact it has on them. It's highly
important that the customers are happy with how the product is received. To avoid unsatisfied customers,
vendors must ensure that the packaging is not damaged or sticky with inlays tightly incorporated as
customers might consider it as a "fraud" product.

2. PARTNER'S GROWTH
As you grow, we grow. The defined protocols and ensuring that they are followed, will reduce the risk of
returns and rejections, thus improving the overall efficiency of getting the products live and increasing the
sales.
3. PRODUCT'S WELL-BEING
Damaged packaging can reduce the life of a parcel which is placed on rack as it can get dirty and when
dispatched can result in the negative feedback and high ratio of returns.

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PATHWAY
Order ready Arrived at LAAM WH Scanned Order Picked Shipped Process Complete

Picked/Dispatched Verification Placed on Racks Packed Delivered

Rejected
Returned to Vendor

Placed on Racks Verification Delivered to LAAM WH

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PICK-UP PROTOCOLS
RFP Cut-off time will be 10:00 AM.
Pickup time will be from 10:00 am to 6:00 pm.
In case of special pickup, request or intimation must be generated before 12:00 PM with confirmed quantity and
pickup location.
Waiting time for our fleet at the vendor will be 10 minutes.
False Pickup will be marked if the stock is not ready after the wait as well.
Fleet will reject the stock if it does not fall in our criteria of packaging policy.
Pickup will be done only on RFP request other than that no request will be accompanied.
Generated RFP will be closed within 24 Hours.
Gate pass must be signed by the vendor otherwise the stock will be rejected.
If a brand is marked as False RFP thrice in a month, then the stock pickup service will be suspended for the next 30
days.

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PICK-UP PROTOCOLS
Fleet will only pick stock from the location updated in the Laam partners app other than that no pickup will be done
from any other address.
Per day pickup capacity is 3,500 units in case of quantity more than that, intimation will be provided before 48
hours.
In case of barcode integration, sample barcode will be shared, and intimation will be provided before RFP to get it
picked.
An inventory sheet will be provided by the brand with a dispatch details summary (SKU Wise)
With Inventory more than 50 Units or 3 Articles (10 Skus), dispatch detail is compulsory.
2 copies must be printed out for the Inventory Sheet, one will be kept with the brand with our receiving and the
other will be handed over to LAAM.

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TCS SHIPMENTS THROUGH VSL

VSL must be marked for the team to accept the parcels.

Deadline for marking VSL against TCS is 2:00 PM.
The cancellation of booking must be done before 4:00 PM
Bookings generated before 2:00 PM will be picked the same day.
Bookings generated after 2:00 PM will be picked the next day.
The parcels must be packed in cartons with Airway Bill attached on the top.
In Case of Flyers- They must be purchased from the TCS directly

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WAREHOUSE PROCESSES
1. RECIEVING (INBOUND)
Stock Clearance:
Items are scanned offline and matched with the database.
Count of inventory is verified.
Title/SKU/Size is verified against the applied barcode.
Title/SKU/Size is verified against the receiving gate pass (In case of First Mile pickup)
A Purchase Order is generated in LAAM’s WMS against the recorded details.
With verification of all steps, a Warehouse Inbound stamp is provided on the gate pass document.
The barcode applied on the product must have 3 characteristics as mandatory - Title/Name, SKU & Size
The packing list or the dispatch sheet from the partner must carry the exact listings and SKU as LAAM’s Database and not
of their in-house SKUs etc.

Failure in verification at any step will result in stock being held in the inbound area for 24 Hours. The issue will be reported to the
concerned team. Teams will have 24 hours to resolve the issue. On completion of the stated duration, if the issue is resolved the
stock will be released and proceeded for the next process. Failure in resolution will result in immediate handover of stock to
Reverse Logistics for return.
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WAREHOUSE PROCESSES
1. RECIEVING (INBOUND)
WMS Receiving:

Items are scanned online into LAAM’s WMS against information provided in the generated PO.
Product Image, Title, SKU & Size/Variant is verified from the WMS listing of the product.
Items are scanned into a receiving bin to be proceeded for putaway in the racks for storage.

Putaway:
Receiving bins are picked from the inbound area to begin the putaway process.
Each bin carries the details of unique SKUs and quantity ready for putaway.
Items are scanned from the receiving bin and transferred to sellable bins/locations placed on warehouse racks.
With each item scanned and transferred to a sellable location makes the product ready to be allocated to a new order.

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WAREHOUSE PROCESSES
2. QUALITY CHECK
Couture Item arrival in the warehouse is informed to the customer success team.
The item is marked as IN LAAM WAREHOUSE manually on the partners’ APP
Quality check is performed with measurement records and images.
Mannequin pictures and videos are provided.
A non-sellable and non-pickable bin location is allocated to the item so the dress does not get picked
automatically.

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WAREHOUSE PROCESSES
3. PICKING
We have different numbers of opening orders and units every day, both local & international
Every picker has an iPad and a barcode scanner on which they select/lock their orders as single batch
/ multi-batch / local or international.
Once they lock orders, they start picking along with a trolly (tote) as per the directions provided by the
system (Shiphero) in a dynamic way.
Every unit gets scanned and picked and placed in the tote. If any discrepancy is found in the item
during picking like wrong barcode, wrong article, etc, these are highlighted and settled accordingly.
Once a picker is done with all the orders/units he has, he then completes the cycle and brings that
trolley (tote) to the shipping station with his final comment of ORDER COMPLETED.

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WAREHOUSE PROCESSES
4. PACKING
Once shipper close an order, packer then take all the items contained by an order
He then checks the label which contains the number of units and their names
Packer matches the details with physically available items and packs it accordingly
After we are done with the operations, all of the parcels both local and international are handed over to
courier agents and acknowledgement being taken from them for our record purposes.

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WAREHOUSE PROCESSES
5. SHIPPING
A. READY TO SHIP ITEMS
Shipper takes a trolly (tote) completed by the picker and scans the trolly.
All the orders/items in that specific tote come on the screens to ship.
Shipper then picks an item, scans it, and makes sure there isn't any possible discrepancy.
Once shipper makes sure every item in an order is good and an order is complete, they just close the
order by completing it and take the label print out and place it on the shipping racks.
This is how all the item gets scanned and shipped by the shipper.
B. COUTURE AND CUSTOM ORDERS
An Email is generated from the Customer Success Department
In case of custom and couture items, they are kept in a non-sellable bin
If an order carries more than 1 line item, they are picked manually from the racks
Orders are manually shipped from partner’s APP

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REVERSE PROTOCOLS
Customer-rejected articles must contain a "PDI" form and "LAAM PDI" must be mentioned on the package
dispatched by customers.
Inlay cards/Barcode stickers should be pasted with the dress returned.
Reverse pickup units must be packed properly for better validation.
Customer rejected/reverse pickup stock arriving after 5:00 PM will be added the next morning.
Formal articles must be packed inside good quality/ durable boxes.
SLA to remove inventory will be 48 hours.
No direct emails or urgent requests will be entertained for inventory removal.
Data must be provided in CSV format with SKUs and exact quantities.
Max limit for inventory removal is set to 600 in one day.
Dispatch Capacities Via Cargo/TCS, the cargo capacity will be 300-400 Articles and on the same day the
capacity for TCS Returns Shipments is 10 to 15 brands with complete packaging and weight and dimensions.
Respective AM/BD must ensure that data in shiphero is synchronized.

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REVERSE PROTOCOLS
In case the brand is unresponsive on 2 consecutive attempts, the article will be dispatched via TCS with COD
payable.
In case of incomplete brand information (Contact Number, Address, CNIC Detail) stock will not be held for
more than 24 hours.
In case of rejection, the respective AM/BD will be informed as soon as the reason is confirmed by the rider.
AM/BD will provide closure to it within 24 hours.
Approval on requests after 4:00 Pm will be carried out on the next day.

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REVERSE PROCESSES
1. COD RETURNS RECEIVING
Parcels marked as returned from courier’s company.
Parcels are scanned and verified by team.
Receiving against tracking ids is given to the relevant courier representative.
Received tracking’s are cancelled from our partners app on daily basis.
Items handed over to inbound team afterwards to add them again in inventory.
2. PDI RECEIVING
Parcels received from the couriers.
Tracking against the parcel is validated.
Daily tracking received is recorded in the sheet.
After validation item is physically verified and entered in the return master sheet.
Verification is done as per the request (Return to Brand) OR (Return to Inbound Team)
Items marked with the status of return to brand are further packed with the detail list and dispatched to the
relevant brand next day.
Items with the status of return to inward are handed over to the inbound team to add to the inventory again
after validation.
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REVERSE PROCESSES
3. INTERNATIONAL RETURNS
Parcels from courier companies, received at reverse dept dock.
After validation item description is entered in the sheet.
Further action of reship or return to inbound is updated by the relevant team.
For items marked as reship are shipped again to the customer
For items marked as return to inbound are handed over to the inbound team

4. INVENTORY OUT ON DEMAND

Reverse team receives the request to remove the inventory of our partners from AM/BD.
Order is placed as per the request generated.
Once the request is approved a representative starts picking up the stock from the racks.
Once all items are picked against the order it is then manually fulfilled.

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REVERSE PROCESSES
5. DISPATCHING PROCESS
Generating detail slips of all types of returns at the day's end.
Packing all stock in cartons.
Verifying the list and then packing the stock.
Creating a fleet list or TCS bookings for dispatch of stock at the brand's premises the very next day.

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Inventory sheet will be provided by the brand with dispatch details summary (SKU Wise)

Stock must be handed over in Cartons not in Sacks and they must be plain or with the logo of the brand.

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Zippers won't be picked

Barcodes must be placed on the parcels without barcodes the stock will be rejected

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Barcodes must be 6x8cm
Barcodes must be placed on the longer side of the box for Unstitched/Pret articles

Barcodes must be placed on the shorter side of the box for footwear

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Overwriting/striking details on barcode titles making it appear as a different article, therefore won't be accepted.

Barcodes must not be placed on top of the boxes

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Lines should not be merged in the barcodes and they must not hide due to wrong placement.

Deliveries in plastic bags not acceptable

Borders on the barcode, non-scannable

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
System generated Barcode + Order number on Formal/Custom Items

Barcodes printed with missing first entire margin will be rejected

The barcodes must be non-sticky/half pasted
Barcodes must not hide in the flap of the boxes along with faded/cut/incomplete barcodes

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Parcels must not be taped together

Articles mustn’t contain any free size packaging

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Custom Orders (Formals and Bridals) must be packed in boxes

Damaged packaging will be rejected

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Articles must not be forcefully inserted into smaller polybags

Low quality packaging will not be accepted

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
For Unstitched/Pret coloured in-lay cards will be accepted only

Inlay card Product Code and LAAM Barcode detail must match
Deshaped articles will be rejected

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
Different articles must not be packed together

JEWELRY
Jewelry should be placed in a proper box and the items must be packed in bubble wrap

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
The box must be of the size of the item

Barcodes must be placed on the longer side of the box and mustn't be faded/cut/incomplete
BAGS
All items must be wrapped and inserted in the bubble sheet and placed inside the box to avoid de-shapping of
the articles

KIDSWEAR
Items must be placed in boxes and poly bags
No free-size packaging

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PACKAGING/STOCK ACCEPTANCE
CRITERIA
KIDSWEAR
Size of the packaging must lie within our packaging measurements.

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LAAM PACKAGING MEASUREMENTS

Additional Information about Box Racks & Placement:

We have a shelf of 96 inches in width, and the largest box
that we have in inventory till now is 18.5 in width and 14.5
in Height. So, in this case, we can only place 5 boxes in a
shelf which is way too less as compared to another
boxes/inventory.

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