This guide outlines the standard process for handling missing item or missing order reports in CIMS — from initial verification through to notifying DG3 shoreside for support.

1. Initial Response Steps

When a missing item or order is reported, follow these steps in order:

1. Gather the manifest from the IM (Inventory Management) team.
2. Verify whether the item was or was not on the file.
3. Send a broadcast message to departments with information on the missing product, including a picture (in case it was taken in error).
4. Once the above steps are complete, send an email to DG3 shoreside. Do not include screenshots — see Section 2 for formatting requirements.
5. DG3 will reach out to Hellmann for support.
6. If the item is critical, clearly specify this in the email. Reserve this flag for urgent items only.
7. If the item is later found onboard, email DG3 to let them know.

2. How to Properly Send an Email to Shoreside

Requests that are not submitted correctly will be returned until the correct information is provided. Every shoreside email must include the following, typed directly into the body of the email (no screenshots):

• PO Number
• Voyage Number
• Part Number
• Part Name
• Quantity
• Manifest file attached (no screenshots)

3. Pulling the Open Order Report from OBP

Use the following steps in OBP to pull the report needed to identify what was received versus what is missing.

Step 1 — Go to OBP Open Orders

Navigate to the "Open Orders" section in OBP.

Step 2 — Download Open Orders

Confirm the correct customer is selected, then select "Download Open Orders."

Step 3 — Open the Excel File

Open the downloaded open orders file in Excel.

Step 4 — Sort to the Affected Voyage

Filter or sort the file to the voyage that has the missing item(s).

Step 5 — Update the File with Received vs. Missing

Update the "Ordered," "Received," and "Missing" columns to reflect what actually arrived onboard.

4. Example: Formatting the Shoreside Email

Use the checklist below when drafting the email, then refer to the example on the following page.

• Subject line should include the PO number, voyage number, and the words "Missing Items."
• The email body should include a copy of the information listed in Section 2 (no screenshots).
• Include a clear note describing the request.
• Attach all backup documentation — manifest, IM email, and any related communications on the missing items.

Example of a properly formatted missing items email, including subject line, written summary, and attached manifest.