Most transactions progress smoothly through the University’s standard acquisition processes. On occasion, however, a transaction may require follow-up or adjustment. When that happens, knowing what steps to take, and when to take them, can make all the difference. The guidance below is designed to help you address common situations efficiently and keep things moving forward.
Items Not Received as Expected
While rare, items may sometimes be delayed or misplaced during transit. Acting promptly once the expected delivery date has passed is key to ensuring a successful resolution.
1. Check with nearby colleagues
Deliveries are sometimes received by a neighbouring office or lab. A quick check with colleagues can often resolve the situation right away.
2. Contact the seller
If the transaction was initiated without the direct support of a Procurement Services representative, reach out to the seller to inform them that the package has not been received.
3. Contact Procurement Services
If the seller has not addressed the issue within five (5) business days, please contact Procurement Services by opening a support ticket. Procurement Services will then work directly with the supplier to resolve the matter.
Timely follow-up is essential. Suppliers are generally expected to take appropriate action within 30 days of the expected delivery date. Delays in reporting may limit the options available to achieve the best outcome.
4. Damaged, Incorrect, or Incomplete Deliveries
To ensure any delivery issues are addressed quickly, it is important to perform a basic acceptance check as soon as goods arrive.
5. Unpack promptly
Even if the goods will not be used immediately, unpack them as soon as possible to confirm that the correct items were received, in the correct quantities, and in good condition. When feasible, document the unpacking process. Supporting documentation can be very helpful if follow-up is required.
6. Test when applicable
If the goods need to be plugged in, powered on, or otherwise activated to confirm they are functioning properly, this should be done promptly. Most suppliers allow returns or replacements within 30 days. Delaying testing may result in missing this window.
7. Visible damage before opening
If the packaging shows significant damage that could affect the contents, contact the supplier before opening the shipment. Many suppliers have specific procedures for handling deliveries with visible external damage.
Please note that if more goods are received than were ordered or paid for, the supplier must be informed promptly. Suppliers must be given the opportunity to recover goods sent in error.
8. Services That Require Adjustment
In some cases, follow-up may be needed for contracted services rather than goods. Clear structure and regular communication are especially important for service agreements.
9. Define clear deliverables
Service agreements should clearly outline each deliverable, along with the associated timelines.
10. Use stage gates
Each deliverable should function as a checkpoint. Once a deliverable is confirmed as satisfactory, payment can be issued and work on the next deliverable can proceed.
11. Provide ongoing feedback
Regular feedback helps ensure the service provider remains aligned with expectations. Feedback should be provided throughout the contract, rather than waiting until the end of a deliverable period or the end of the agreement.
12. Clarify termination conditions
Agreements should clearly define the conditions under which either party may terminate the contract. Ideally, termination should be possible after any deliverable that does not meet the contractual requirements.
Key Takeaways
While every situation is unique, a few guiding principles apply across all acquisition types:
- Act promptly — early action supports the best possible outcome
- Refer to your agreement or purchase requisition to ensure requests align with the contracted scope
- When in doubt, contact Procurement Services for guidance and support
Procurement Services is here to help ensure acquisitions remain efficient, compliant, and successful.