Unidentified Receiving Orders (UROs) are assigned when incoming shipments cannot be received within standard turnaround times due to missing or inaccurate information. Understanding URO triggers and resolution procedures helps you avoid delays and additional fees.
What is a URO?
When a shipment arrives at a Jetpack fulfillment center without proper identification or documentation, the system places the boxes or pallets on hold and assigns a URO Tag number for tracking purposes.Basic Requirement: Every box or pallet that arrives at a Jetpack fulfillment center must have a Warehouse Receiving Order (WRO) or associated tracking number.
Key Policy Terms
WRO Completion Timeline
All WROs are marked complete 28 days after the first box or pallet delivery, regardless of whether all expected boxes have arrived at the fulfillment center.
- Shipments arriving after the 28-day window will trigger UROs
- Split shipments must arrive within 28 days to avoid UROs
- Delayed freight may result in URO fees
URO Pricing (USA Hubs)
Each URO type has a grace period before daily storage fees begin to accrue.| URO Type | Grace Period | Daily Cost |
|---|---|---|
| No WRO | 24 Hours | $25 |
| WRO Overage | 72 Hours | $10 |
| Lot Number Mismatch | 72 Hours | $10 |
| Barcode Issue | 72 Hours | $10 |
| Return to Sender | 96 Hours | $5 |
| Other Issues | 72 Hours | $10 |
Common URO Triggers
Understanding what causes UROs helps you prevent them from occurring.Missing Documentation
Missing Documentation
No WRO Created:
- Shipment sent without creating a warehouse receiving order
- WRO created after inventory already shipped
- WRO not submitted or saved properly
- No tracking number provided on WRO
- Incorrect tracking number entered
- Tracking number not linked to shipment
Quantity Discrepancies
Quantity Discrepancies
WRO Overage:
- Additional unlisted items included in shipment
- Quantity discrepancies exceeding 10% variance
- Quantity discrepancies exceeding 25+ units
- Extra boxes not documented on WRO
- Update WRO to reflect actual quantities
- Create additional WRO for overage items
Product Configuration Issues
Product Configuration Issues
Barcode Problems:
- Incorrect barcodes on products
- Missing barcodes on units
- Barcodes not matching product catalog
- Damaged or unreadable barcodes
- Multiple similar products without clear identification
- Products lacking distinguishing barcodes
- Variants not properly labeled
Special Product Issues
Special Product Issues
Lot Number Mismatches:
- Lot numbers on products don’t match WRO
- Missing lot number information
- Incorrect lot number formatting
- Digital products incorrectly sent to fulfillment center
- Merged SKUs not properly configured
- Virtual products shipped as physical inventory
- HAZMAT products without proper approval
- Missing Safety Data Sheets
- Incorrect dangerous goods classification
Timing and Documentation Errors
Timing and Documentation Errors
Late Arrivals:
- Shipments arriving after 28-day WRO window closed
- Delayed freight not communicated
- Split shipments with extended delivery timelines
- Improperly marked return orders
- Returns without proper authorization
- Customer returns sent as new inventory
- Same box label used on multiple boxes
- Copied or reprinted box labels
- Non-unique identification numbers
Resolution Process
Follow these steps to resolve a URO and avoid ongoing daily fees.1
Review Notification Email
Jetpack sends an automated email when a URO is created, including:
- URO ID number
- Fulfillment center location
- Brief description of the issue
- Images of received items (when available)
2
Access On Hold Receiving
Navigate to the On Hold Receiving section in your Jetpack dashboard to view all pending UROs.
3
Verify Item Ownership
Review provided images and descriptions to confirm the items belong to your account. Contact Merchant Care immediately if items are not yours.
4
Create or Link WRO
Option 1: Create New WRO
- Create a new warehouse receiving order
- Include the URO ID number in the WRO details
- Specify all items and quantities
- Locate the appropriate WRO in “Awaiting Arrival” status
- Add the URO ID to the WRO
- Update quantities if needed
5
Include Box Numbers
Add the associated box number or pallet ID from the URO notification to ensure proper matching.
6
Save and Submit
Save your completed WRO to trigger the receiving process. The URO will be resolved within 24-48 hours.
WRO Status Requirement: Only WROs in “Awaiting Arrival” status can be linked to UROs. WROs marked as “Complete” cannot be reopened or linked.
Prevention Best Practices
Avoid UROs by following these best practices:- Before Shipping
- During Preparation
- Tracking & Communication
Create WRO First:
- Always create your WRO before shipping inventory
- Double-check all product SKUs and quantities
- Include accurate tracking information
- Save and submit WRO before generating box labels
- Ensure all SKUs exist in product catalog
- Confirm barcodes are correctly configured
- Check for special requirements (lot tracking, expiration dates)
- Verify HAZMAT products have approval
URO Fee Management
Grace Periods
Grace Periods
Each URO type includes a grace period before fees begin:
- Use grace period to quickly resolve issues
- Fees calculated from end of grace period
- No retroactive fee waivers after grace period expires
Fee Calculation
Fee Calculation
Daily fees accrue based on URO type:
- Fees charged per calendar day
- Multiple UROs charged separately
- Fees continue until resolution or disposal
- Final fees added to monthly invoice
Fee Disputes
Fee Disputes
Contact Merchant Care within 7 days if:
- You believe the URO was created in error
- System issues prevented proper WRO creation
- Jetpack error caused the URO
- You have documentation supporting your case
90-Day Disposal Policy
Disposal Process:- Inventory is removed from warehouse
- URO closed in system
- No recovery option available
- All accrued fees remain due