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🖨️ Order Manager / Printer Person
You are the control tower of the warehouse. Your role is to initiate the entire fulfilment process by grouping, prioritising, and distributing orders to the warehouse team.
Start-of-Day Checklist & Custom Views
This morning routine is the most critical task of the day. It sets the pace for the entire warehouse operation.
Understanding Your Custom Views
Your entire workflow starts in Orders > Open Orders. Use these custom views to organise your work:
- To Ship (high): Shows orders where stock is in high storage. ACTION: These orders must wait for the Replenishment team. Do not print them.
- To Ship (bulk): Shows orders for bulk items (soil, cat litter). ACTION: Use this for the "Straight Bulk Print" workflow.
- To Ship (pick&pack): Your main view. All standard orders ready for pickwaves. ACTION: Use this for the "Pick & Pack Station" workflow.
- dispatch: Shows picked orders ready for final processing. ACTION: Batch process these orders to send dispatch notifications.
| Step | Action | The "Why" |
|---|---|---|
| 1 | "Ghost" Print to Allocate Stock | In the To Ship (pick&pack) and To Ship (bulk) views, select ALL orders and click PDF Pick List. This is the most important step. It forces Linnworks to assign a specific bin rack location to every item, which is essential for the pickers' scanners to work. |
| 2 | Classify & Group Orders | Analyse the generated pick list to identify your workload: Bulk SKUs vs. Mixed SKUs. Use the Decision Matrix to choose the correct fulfilment path. |
| 3 | Handle Errors Early | Identify any orders with errors. If the warehouse is busy, filter them out to solve later. Otherwise, begin troubleshooting immediately. |
🧾 Order Fulfilment Classification & Decision Matrix
Use this matrix to decide which of the three workflows to use for each batch of orders.
| Order Type | ✅ Straight Bulk Print | ✅ 50/50 Hybrid | ✅ Pick & Pack Station |
|---|---|---|---|
| 1 SKU (Qty: 1 per order), 1 binrack | ✔ | ✔ | ✖ |
| 1 SKU (Qty: 1 per order), multiple binracks | ✖ | ✖ | ✔ |
| 1 SKU, multiple quantities per order | ✖ | ✖ | ✔ |
| Multiple SKUs per order | ✖ | ✖ | ✔ |
| Cat litter, soil, compost, pellets | ✔ | ✖ | ✖ |
| Orders needing special packing | ✖ | ✖ | ✔ |
🌀 Detailed Workflow: Creating Pickwaves (for Pick & Pack)
Use this process for all orders that require the full scanner and packing desk workflow (e.g., mixed SKU orders).
1. Tag Orders with an Identifier
In Open Orders, select the group of orders for your pickwave. Right-click and go to Organise > Identifier > Assign identifier. Choose a pickwave number, like PW1.
2. Switch to the Identifier View
At the top of the screen, a new view tab will appear for your identifier (e.g., To Ship (pick&pack)-PW1). Click on it to see only the orders you tagged.
3. Generate the Pickwave
In this new view, select all orders, then click Actions > Pickwave > Generate pickwave.
4. Configure Correctly: Group "By Items"
In the pop-up, set the Grouping Type to Group by Items.
WHY: This is the single most important setting for efficiency. It batches all orders for the same item into one instruction, saving immense picker travel time.
5. Assign and Generate
Assign the wave to a specific user or leave it Unallocated. Click Generate. The pickwave is now live on the warehouse scanners.
6. Pre‑print Labels & Fix Failures (do this before sending to the packing desks)
With the pickwave generated, run a pre‑print of shipping labels for the wave (Actions > Print > Shipping Labels (PDF)). This surfaces courier errors before items reach the table.
- If any labels fail, either remove the affected orders from the pickwave temporarily or correct the issue (weight/dimensions, service mapping, address) and retry.
- CAUTION: If a label has already been attempted, right‑click the order and remove the Shipping Label Printed tag before re‑printing, otherwise the system will refuse to print again.
🌀 Advanced Workflow: Handling Mixed-Shipment Orders (Splitting)
This is a critical process for orders containing items from two different fulfilment types (e.g., one bag of soil and one garden rake, or two different coloured suitcases that ship separately).
Step 1: Identify the Mixed Order
You will spot these orders in the To Ship (multi) view or during your pre‑print analysis.
Step 2: Split the Order
Right‑click on the order and navigate to Actions > Order Management > Split Order.
WHY: You must split the order to create two separate shipments. This allows each item to go through its correct, most efficient workflow.
Step 3: Create Two New Orders
In the Split Order screen, move one item to one new order, and the second item into another new order. Confirm the split.
Step 4: Process Each Order Correctly
You now have two new orders. Process one using the Straight Bulk Print workflow, and add the other to a Pick & Pack pickwave.
❓ Interactive Troubleshooter: Shipping Label Won't Print
Follow these steps in order to solve the most common printing errors.
1. Did you right‑click the order and select Shipping > Get Quotes?
💡 Solution: Always try Get Quotes first. This refreshes the courier connection and solves about 50% of all errors. Now try to print the label.
2. Is it possible the package is overweight (>15kg) or oversized (>72cm)?
💡 Solution: Go to My Inventory, find the SKU, and correct its weight and dimensions. Then, try Get Quotes again.
3. Did you already try to print this label once before?
💡 Solution: This is the critical step. You MUST right‑click the order and go to Remove Tag > Shipping Label Printed. The system will not print a label twice if this tag exists. After removing the tag, try again.
💡 Solution: The issue is more complex. Isolate this order and escalate it to a manager for further investigation. Process the rest of your batch.
🚫 Absolute Don'ts
- Do not bulk‑print labels unless the orders are explicitly marked with the Bulk identifier/view.
- Only one person is permitted to print at any time. Coordinate hand‑over before another person starts.
- Do not dispatch orders until the end‑of‑day dispatch run, after final checks.
- Do not cancel any order without office sign‑off (written approval).
- Do not pick more than one pickwave per person at a time. Finish one before starting another.
- Do not forget to add a pickwave identifier (e.g., PW1) before generating the pickwave.
- Do not change the shipping service on an order. Escalate if the service looks wrong.
- Do not re‑print a failed label without first removing the Shipping Label Printed tag.
- Do not cover or tape over barcodes on shipping labels or product SKUs.
- Do not move stock between locations without booking a transfer in the system.
👀 Things to Look Out For (Packing Desk)
- Only one item on the table at a time to prevent mix‑ups.
- Apply pink Amazon Prime stickers to all eligible Prime shipments.
- Match tote ID ↔ pickwave identifier before packing.
- Verify address and label match the order; remove any old labels on reused boxes.
Workflow Diagram & Training Checklist
Order Lifecycle Flowchart
[ Customer Places Order ] → [ Linnworks Downloads Order ] → [ Order Manager Allocates Stock ] → [ Order Manager Generates Pickwave ] → [ Picker Completes Pickwave ] → [ Packer Packs Order ] → [ Order is Processed ] → [ Channel is Updated ]Training Checklist: Order Manager / Printer Person
Fill this form for each new trainee. Save progress as you go, then print to PDF to be signed off and emailed.
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can navigate to Open Orders and explain custom views. | |||
| Can perform the morning "pre‑print" routine to allocate stock. | |||
| Understands and can use the Fulfilment Classification Matrix. | |||
| Can generate an efficient Pickwave grouped "By Items". | |||
| Can troubleshoot a common shipping label error using the guide. |
📥 Goods-In Operative
You are the gatekeeper of our inventory. Your role is to accurately receive all supplier deliveries and book them into the system.
Goods-In Workflow (Using a Scanner)
This process ensures new stock is booked in accurately from the moment it arrives.
1. Open `Stock In` on Scanner & Select PO
From the main menu, tap `Stock In`. The preferred method is to book against a Purchase Order (PO). Select the correct PO from the list on your screen.
2. Scan Product & Enter Quantity
As items are unloaded, scan the product's barcode and enter the quantity received.
3. Scan Destination Bin Rack
The scanner will prompt you for a location. Scan the barcode of the `Goods-In` area bin rack.
WHY: Using a temporary Goods-In area allows you to unload the truck quickly. The final put-away can be done later as an organized Stock Move.
4. Submit Delivery
Once all items are scanned, complete the delivery on the scanner. The stock is now live in our system.
⚠️ What to Watch For
- **No PO:** If a delivery arrives without a PO, you can still book it in. In the `Stock In` screen, tap `Manual Add`, then scan the SKU and proceed as normal.
- **Pricing:** You cannot change the purchase price from the scanner. The system uses the price recorded on the PO. If you know the price is wrong, you must flag it to a manager to correct on the desktop.
Training Checklist: Goods-In Operative
Fill this form for each new trainee. Save progress as you go, then print to PDF to be signed off and emailed.
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can navigate to the Stock In screen on the scanner. | |||
| Can book in a delivery against a Purchase Order. | |||
| Can book in a delivery without a Purchase Order. | |||
| Understands why to use a dedicated Goods-In bin rack. |
📦 Stock Controller
You manage the flow and accuracy of stock. Your role covers internal stock moves, external purchasing, and all inventory audits.
Proactive Internal Replenishment (System-Forecasted)
This workflow is for moving stock from high storage to picking locations based on the system's forecast. It is a two-phase process: creating the task on the desktop, and executing it on the scanner.
Phase 1: Create the Task (Desktop)
Go to `Inventory > Warehouse Management`, click `Actions > Open Replenishment`. The system shows what needs to be moved. Click the arrow next to a SKU, select a clean, **empty pickable location** as the destination, and click **Book**.
CRITICAL RULE: "Book" vs. "Book & Complete"
🛑 **Do NOT click “Book & Complete”** unless you are physically performing the move immediately. This prevents "ghost stock" issues where the system thinks an item has moved before it actually has.
Phase 2: Execute the Move (Scanner)
On the PDA, go to `Stock Moves`. Select the pre-booked move from the list, scan the source and destination binracks, confirm the SKU, and complete the move.
Immediate/Ad-Hoc Stock Moves (Manual)
Use this workflow for any urgent move that you decide to make, such as consolidating pallets, reslotting, or fixing a location error flagged by a picker.
1. Open `Stock Move` on Scanner
From the main menu, tap `Stock Move` and then the **+** icon.
2. Scan Source -> Item -> Destination
Scan the **Bin Rack** you're taking the item *from*, then scan the **Product**, and finally scan the **Bin Rack** you're moving it *to*. Enter the quantity and complete the move.
External Replenishment (Stock Forecasting & Purchasing)
This workflow is a manager-level task used to decide what stock to order from external suppliers to prevent stockouts.
1. Review Forecast (Desktop)
Go to `Inventory > Stock Forecasting`. Review the items in the `Stock at Risk` widget. The system calculates what to reorder based on sales velocity and supplier lead times.
2. Generate Purchase Order (PO)
From the `Forecasting Replenishment` screen, select the items to reorder and click `Replenish stock`. The system will generate a draft Purchase Order for you to review and confirm.
Stock Counting & Audits
1. Open `Stock Count` on Scanner
From the main menu, tap `Stock Count` and select your assigned task.
2. Scan Bin Rack FIRST
This is the most accurate method. It confirms your location before you begin counting.
WATCH OUT: Ensure the `Display Expected Quantity` setting is OFF to prevent inaccurate "guess" counts.
3. Scan Product, Count, and Submit
Scan the product barcode, physically count the items, enter the quantity, and then `Submit` your counts at the end of the session.
⚠️ Discrepancy Investigation & Quarantine
These workflows are for handling inventory problems to maintain data accuracy.
Investigating a Discrepancy (e.g., an Empty Bin)
- Use the **`Stock Item History`** report in Linnworks to see the last known movements of that SKU. Did it get moved recently? Was it counted incorrectly?
- Check processed orders from the last 24 hours to see if the item was accidentally packed in another order.
- Perform a spot-check of adjacent bin racks. Once found, use a `Stock Move` to correct its location.
Quarantine & Write-Off Process
- Use a `Stock Move` on the scanner to move any damaged item into a designated `Quarantine` bin rack.
- A Warehouse Manager will review the `Quarantine` bin weekly.
- To remove the items from inventory, the manager will use the **`Stock Item History > Write Off`** function, ensuring stock levels and financial records are accurate.
Stock Replenishment Journey (WMS)
-- PHASE 1: DESKTOP (Manager/Lead) --
[ Open Warehouse Replenishment screen ]
↓
[ System calculates items to move from Storage to Picking ]
↓
[ Manager selects SKU, chooses an EMPTY picking bin, and creates a Stock Move ]
↓
[ Manager clicks "BOOK" (NOT "Book & Complete") ]
↓
-- TASK SENT TO SCANNER --
↓
-- PHASE 2: WAREHOUSE (Operative) --
[ Operative opens "Stock Move" on scanner ]
↓
[ Selects the booked task from the list ]
↓
[ Follows on-screen directions to source and destination ]
↓
[ Physically moves the pallet ]
↓
[ Clicks "COMPLETE MOVE" on scanner ]Training Checklist: Replenishment & Stock Controller
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can explain the difference between Proactive and Ad-Hoc stock moves. | |||
| Can create a replenishment task from the desktop. | |||
| Can execute a pre-booked `Stock Move` on the scanner. | |||
| Understands the critical "Book" vs. "Book and Complete" rule. | |||
| Can perform an accurate `Stock Count` by scanning the bin rack first. |
🚶 Picker
Your role is to accurately and quickly pick items for customer orders using the Linnworks Mobile scanner, following the guided pickwaves.
Picking a Pickwave
This process ensures every item is picked accurately and efficiently by following the guided steps on your scanner.
1. Open `Pickwaves` on Scanner
From the main menu, tap `Pickwaves`. Select a pickwave assigned to you or claim one from the `Unassigned` list.
2. Follow the Guided Path
The scanner will direct you to the correct binrack for each item in the most efficient order. Always follow the sequence it provides to minimize walking time.
3. Scan Everything for Validation: Bin -> Tote -> Item
You must scan in this exact order: **1. The BIN RACK** (confirms location), **2. Your TOTE** (links items to your trolley), **3. The PRODUCT** (confirms the item).
WHY: This sequence is a mandatory validation check that dramatically reduces picking errors.
4. Pick and Deliver to Packing
Pick the required quantity and place it in your tote. When the pickwave is complete, take the tote to a designated packing station.
⚠️ What to Do if Stock is Not in the Correct Location
If the scanner sends you to a bin rack and the stock is not there, **do not pick the item from a different location**. This will cause system errors and send the next picker to the same empty spot.
- Skip the Item: On your scanner, skip the item for now and continue with the rest of your pickwave. This keeps you working efficiently while the problem is solved.
- IMMEDIATELY Flag the Issue: Inform a **Stock Controller** or **Warehouse Manager** immediately. Tell them the SKU and the bin rack location that was empty (e.g., "There is no DB9565 in E-7-1").
- Let the Stock Controller Fix It: The Stock Controller will find the stock's actual location and perform a `Stock Move` on their scanner to correct the system data. The item will then be added to a later pickwave for you to pick correctly.
Picker Workflow Diagram (WMS)
[ START: Open Pickwave on Scanner ]
↓
[ Go to Bin Rack Location shown on screen ]
↓
[ SCAN BIN RACK BARCODE (Validation Step) ]
↓
[ SCAN TOTE BARCODE (Linking Step) ]
↓
[ SCAN PRODUCT BARCODE (Confirmation Step) ]
↓
[ Pick Required Quantity ]
↓
[ Does pickwave have more items? ] --YES--> [ Go to Next Bin Rack Location ]
↓ NO
[ END: Take Tote to Packing Station ]Training Checklist: Picker
Fill this form for each new trainee. Save progress as you go, then print to PDF to be signed off and emailed.
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can log in and claim/select a Pickwave on the scanner. | |||
| Can correctly follow the WMS scan sequence: Bin -> Tote -> Item. | |||
| Understands what to do if a bin rack is empty (flag, don't self-correct). | |||
| Can successfully deliver a completed tote to the packing station. |
📦 Packer / Dispatch Operative
Your role is the final quality check. You are responsible for packing orders correctly and dispatching them through the `Dispatch Console`.
Packing & Dispatch Workflow
This process ensures every order is validated one last time before being shipped to the customer.
1. Scan the Tote at the Packing Desk
At your packing station, use a USB scanner connected to the PC. In the `Dispatch Console`, scan the barcode on the tote. This will load all orders from that pickwave.
2. Scan Each Item as You Pack
For the first order shown on screen, scan the barcode of **every single item** as you place it into the box.
WHY: This is the final validation. It confirms the picker picked correctly and you are packing correctly.
3. Process the Order & Apply Label
Once all items for the order are scanned and packed, click **Process Order**. This prints the shipping label. Apply the label to the parcel and move it to the correct courier area.
⚠️ What to Do with Extra Items Left in a Tote
If you finish packing all orders from a tote and there are extra items left over, this is a mis-pick. These items must be handled correctly to avoid being lost.
- Isolate the Item: Do not guess which order it belongs to. Set the extra item aside in a designated **"Mis-picks" bin** at your station.
- End-of-Day Reconciliation: At the end of the day, a **Stock Controller** is responsible for collecting all items from the mis-picks bins. They will use the `Stock In` function on their scanner to book each item back into its correct home bin rack, making it available for the next order.
Training Checklist: Packer
Fill this form for each new trainee. Save progress as you go, then print to PDF to be signed off and emailed.
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can use the Dispatch Console to scan a tote. | |||
| Can scan individual items to validate an order before packing. | |||
| Understands the process for handling mis-picked (extra) items. |
↩️ Returns Operative
Your role is to efficiently process customer returns, assess the condition of items, and ensure sellable stock is returned to inventory accurately.
Processing a Customer Return
This workflow ensures that every return is logged correctly against the original sale and that stock is managed properly.
1. Find the Original Order (Desktop)
In `Orders > Processed Orders`, use the customer's name, email, or order ID to find their original order.
WHY: This is important even if the customer initiated the return on the sales channel (e.g., Amazon). It links the physical item back to the digital record in our system.
2. Log the Return in Linnworks
Right-click on the order and navigate to `Actions > Returns, Exchanges & Resends`. Follow the on-screen prompts to log the return against the original order. This creates the official RMA (Return Merchandise Authorization) record.
3. Inspect the Physical Item
Carefully inspect the returned product. If it is in perfect, sellable condition, it can be returned to stock. If it is damaged or used, it must be placed in a designated `Quarantine` area and should not be booked back into stock.
4. Book Item Back into `Returns` Bin (Scanner)
For sellable items, use the `Stock In` function on the scanner (without a PO). Scan the product, then scan the barcode for the dedicated **`Returns`** bin rack.
WHY: We use a separate returns bin to ensure returned items are double-checked and properly processed before being sold again. This prevents a potentially opened item from going straight back into the picking aisles.
Training Checklist: Returns Operative
Fill this form for each new trainee. Save progress as you go, then print to PDF to be signed off and emailed.
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can find a customer order in `Processed Orders`. | |||
| Can correctly log a return against an original order. | |||
| Understands the difference between a sellable and a quarantine-worthy return. | |||
| Can book a sellable item back into the designated `Returns` bin rack using the scanner. |
🧑💼 Manager & System Admin
You are responsible for the overall strategy, efficiency, and improvement of the warehouse operation, as well as the initial and ongoing system configuration.
Initial System Setup: Stock Migration (WMS Go-Live)
This is a one-time, critical process for moving your existing stock from a non-WMS location into the newly configured WMS location. This action is the official "go-live" for the WMS.
1. Prepare the Data File
Create a CSV file with the columns: `SKU`, `Location From`, `Location To`, `Binrack From`, `Binrack To`, and `Quantity`.
2. Navigate to Warehouse Management
Go to `Inventory > Warehouse Management`.
3. Import the File
Drag and drop the prepared CSV file onto the screen and select the import type **Stock Level Migration**.
4. Map Columns & Run Import
Match the columns from your file to the required fields in Linnworks and execute the import. Your stock now officially lives in the WMS location.
WHY: Once a location is warehouse-managed, you can no longer manually edit stock levels. This migration is the only way to populate your WMS warehouse with your current stock.
User & Hardware Configuration
User Management and Security
- **Create Users:** Go to `Settings > User Management > Users` and click `Add New`.
- **Assign Permissions:** Click the `Edit` icon next to a user to grant specific permissions. **Why?** This is a critical security practice that prevents accidental changes in sensitive areas of the system.
- **Enable 2FA:** Go to `Settings > General Settings > Security` and enable `Enforce 2FA` for all user accounts.
Hardware Setup
- Ensure all mobile scanners are running Android OS 6.0 or higher.
- Configure each scanner to be in "Keyboard Mode".
- Configure each scanner to add an "Enter Key" as a suffix after each scan. **Why?** This ensures that scanned data is automatically submitted to the Linnworks app, making the workflow fast and seamless.
Strategic Warehouse Tasks
Warehouse Layout & Reslotting Strategy
Proactively manage the warehouse layout by "reslotting"—moving products to more optimal locations based on sales performance. Use `Stock Move` to move slow-selling items from prime picking locations up into high storage, freeing up space for best-sellers. **Why?** This directly reduces picker travel time and increases the number of orders you can ship per hour.
Managing the Overflow Warehouse
Manage stock transfers from the overflow warehouse (MSD) using the `Warehouse Transfer` function. Start with a "Transfer Request," which creates a clear, trackable process. **Why?** Do not enable the WMS module on a third-party warehouse where you don't control the staff. Stick to a standard IMS setup for the overflow location.
Performance Monitoring and Reporting
Use the `Dashboards & Reports` section to review KPIs weekly. Key reports include Picking Accuracy, Fulfillment Time, and Stock Count Reports. **Why?** This data provides the objective evidence needed to justify changes in process, staffing, or warehouse layout.
Training Checklist: Manager & System Admin
Fill this form for each new trainee. Save progress as you go, then print to PDF to be signed off and emailed.
| Competency / Task | Completed | Trainer Sign-off | Date |
|---|---|---|---|
| Can create a new user and assign role-specific permissions. | |||
| Understands how to perform the initial WMS Stock Migration. | |||
| Can configure WMS Bin Types and Zones. | |||
| Can run and interpret key performance reports (e.g., Picking Accuracy). | |||
| Understands the process for writing off quarantined stock. |
📖 Glossary of Terms
A quick reference for all the key terminology used in this guide and in our daily operations.
Bin Rack
A specific physical location within a warehouse where stock is stored (e.g., a shelf, pallet space). This is the most granular level of location tracking in WMS.
High Bays / Hives
The high-level racking in the warehouse used for bulk storage. Stock in these locations is considered "Non-pickable" and must be moved to a picking location before it can be allocated to an order.
Pick and Pack
The standard fulfillment process where an item is picked from a bin, brought to a packing station, boxed, and then dispatched. This is used for most of our products.
Goods In
The process of receiving new deliveries from suppliers. Also refers to a designated physical area where new stock is placed before being put away into storage.
Batch Picking
A highly efficient picking method where a picker is instructed to pick all the quantities for a single SKU for multiple different orders at the same time. This is enabled by grouping pickwaves "By Items".
Dispatch Console
The screen in Linnworks Desktop used by packers to scan and process orders, which prints the final shipping label.
Tote
A generic term for any container used during the picking process, such as a trolley, basket, or crate. Each tote has a unique barcode to link picked items to it.
IMS (Inventory Management System)
The core Linnworks system for tracking stock levels, orders, and sales across channels and warehouse locations.
WMS (Warehouse Management System)
An enhanced Linnworks add-on that provides granular control over warehouse workflows, including bin-level tracking, directed picking, and user accountability.
Open Orders
The screen in Linnworks that contains all new, unshipped orders.
Pickwave
A digital list of items sent to a warehouse operator's mobile scanner, providing a guided, optimized route for picking.
SKU (Stock Keeping Unit)
A unique code assigned to each distinct product, used for all inventory tracking.
Replenishment
An automated process where Linnworks calculates what stock needs to be moved from storage to picking locations based on sales.
Stock Move
A manual transfer of stock between two bin racks initiated by a user.