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1Scan for outdated or missing drivers - takes under a minute2Clear out junk files and repair common Windows errors3Fix the driver behind crashes, sound loss and screen glitchesContain the returned item through your facility’s approved hold or exception workflow, then independently match the physical item to its return authorization and warehouse records before correcting or releasing it. A robot scan or classification alone is not proof that the item, quantity, handling unit, and return record agree.
1. Contain the item without improvising robot controls
Use the site’s configured stop, hold, diversion, or work-exception action for the affected robot and conveyor cell. The objective is to prevent the suspect return from being auto-inducted, merged with other stock, or routed to a sellable location while its identity is uncertain.
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Do not apply a universal emergency-stop sequence from a generic guide. Robot models, safety controllers, conveyor interlocks, and warehouse-management-system (WMS) procedures differ. Follow the facility’s machine-safety procedure before entering a cell or touching a robot, and involve the authorized robotics or maintenance employee when physical access is required.
Keep the item physically isolated
- Move it only through the approved exception or clarification path; do not place it on an arbitrary rack or pallet.
- Keep the item, tote or handling unit, and any associated paperwork together.
- Prevent an automatic retry from sending the same item through the disputed route.
- If the item is damaged, leaking, unsafe, or contaminated, apply the site’s separate safety and hazardous-materials process before identity work.
2. Create a traceable exception record
Open the configured robot monitor, WMS exception, or return-receiving case as soon as the item is contained. A useful record links the physical object to the system event, rather than recording only “robot error.” Capture the following fields when your system supports them:
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- Return authorization, order, or other return reference.
- Robot alert or scan event, including the timestamp and station.
- Handling-unit, license-plate, tote, or container identifier.
- Current physical location, source and destination positions, and any warehouse-task number.
- Expected SKU, variant, quantity, serial or lot attributes, and observed markings.
- What the robot or scanner classified, including an unknown or conflicting identifier.
- Operator who contained the item, images or scan details permitted by local policy, and the eventual approver.
These details let a later shift reconstruct what happened and distinguish a bad read from a wrong item, a stale task, or a return-record mismatch.
3. Verify the physical item against the return
Perform an independent identity check. Compare the product and its readable identifiers with the return record and item master; do not accept a successful decode as proof that the decoded code belongs to the product in your hands.
Check the item and quantity
- Read the product barcode, serial number, lot, model, size, color, or other identifiers required by your facility.
- Compare the identifier to the return authorization or unannounced-return record.
- Confirm the SKU or variant and count the physical quantity.
- Check tracking attributes such as serial, batch, expiry, or ownership status when those attributes control disposition.
- Compare the container or license-plate ID with the WMS record and the robot task.
Return-receiving workflows commonly separate item, quantity, license plate, and disposition information. Microsoft’s documented return process, for example, supports both return-detail records and blind (unannounced) returns and requires workers to identify the item and quantity before applying the configured disposition: Microsoft’s unannounced-return documentation.
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Use an approved alternate when the label is unclear
If the label is torn, wrinkled, reflective, dirty, or only partly visible, stop and use the facility’s alternate verification path. That may be a second scan, a serial lookup, a product image or description check, or an authorized manual entry. Record who confirmed the identity and what evidence was used. Never choose a convenient SKU merely to clear an exception.
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4. Classify the discrepancy instead of forcing a disposition
Select the most specific exception category available. Typical categories and the decision they trigger are:
| Observed condition | Record as | Immediate handling | Release gate |
|---|---|---|---|
| Physical product differs from the authorized return | Wrong item or variant | Hold in the return exception location; obtain returns approval | Correct return association or approve a new disposition |
| Barcode decodes inconsistently or cannot be read | Unreadable or conflicting identifier | Use approved alternate verification; retain label evidence | Authorized identity confirmation |
| Scanner reports a container not known to the WMS | Unknown handling unit | Route to the configured clarification workflow | Container and task association restored |
| Item is correct but return data, quantity, or status conflicts | Return-record mismatch | Keep stock unavailable while records are reconciled | Returns or inventory owner approves the correction |
| Robot, camera, integration, or task message is at fault | Robot/system exception | Preserve the item and alert details; follow support escalation | System owner confirms a valid task and safe retry |
Do not silently edit inventory, overwrite a return, or select a final disposition simply to make the alert disappear. In SAP Extended Warehouse Management, configured external exceptions determine the message, system reaction, and follow-up action; diversion to a clarification bin is one possible configuration, not a universal rule. See SAP’s internal-exceptions guidance.
5. Correct the association in the deployed WMS and robot workflow
Only an authorized WMS, returns, or robotics operator should correct the item-to-return or item-to-task relationship. The exact screens and permissions depend on the installation, but the control logic is consistent:
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- Open the exception and verify that the physical handling unit, return reference, and robot event are the same case.
- Review open warehouse tasks for that handling unit, including any task that still points to the original destination.
- Correct the identifier, return association, quantity, or task only after the physical evidence supports the change.
- Apply the approved disposition code. Disposition can change inventory status, work-template behavior, and location routing, so it is not merely a note.
- Save the correction with the approving user and reason, then confirm that the robot or conveyor has a valid next action.
SAP examples
SAP’s robot-monitor documentation describes a monitor that displays robot and integration exceptions, such as source bin, destination bin, system, and robot errors. The indexed guidance states that robots do not continue until exceptions are set to solved: Monitor Robots for Integration Services.
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SAP’s documented error-handling pattern sends a faulty handling unit to a clarification bin. An operator identifies its warehouse order, checks the HU and remaining tasks, and creates a task to move it to its original destination after processing: SAP EWM error handling. A different WMS may use a hold location, quarantine status, or work-exception queue instead.
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Dynamics 365 Supply Chain Management provides a work-exceptions log where exceptions can be reviewed and behavior configured; documented examples include inventory adjustment and item reallocation. Its cleanup feature requires Supply Chain Management version 10.0.43 or later: Microsoft’s work-exceptions log documentation. Treat that version requirement as specific to the cited feature, not as a general requirement for every WMS.
6. Reconcile tasks before releasing the item
Identity correction is not complete until the physical handling unit and all open tasks agree. Check:
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- The container or license plate in the exception record matches the label physically attached to the item.
- No duplicate, cancelled, or stale task still reserves the item.
- The destination bin or lane is appropriate for the approved disposition, not merely the destination the robot attempted earlier.
- Inventory status prevents availability while inspection, refurbishment, damage review, or return approval remains open.
- The robot monitor, WMS queue, and conveyor controller show the same resolved state.
Run a controlled test movement or supervised retry only when the authorized operator confirms that the route is safe and the destination is correct. If the system cannot produce a valid task, leave the item in the approved exception location and escalate rather than creating an untracked manual move.
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7. Handle scanning and camera problems methodically
A misidentification can originate in presentation or scanning rather than the robot’s classification logic. Inspect label placement, glare, folds, damage, lighting, camera alignment, and whether the barcode symbology is supported. Microsoft’s Warehouse Management mobile-app guidance applies camera scanning to version 4.1.5 and later, lists supported formats and platform differences, recommends adequate lighting and alignment, and notes that torn or wrinkled labels may require manual entry: barcode camera-scanning guidance.
If a handheld scanner is used for human verification, confirm its supported symbologies, application and device compatibility, connectivity, and environmental rating before deployment. A scanner can improve independent verification; it cannot repair an incorrect item master, return mismatch, robot-vision model, or WMS configuration.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.8. Close the exception and investigate recurrence
Close the case only after the physical item has a documented disposition and the system task is complete. Record:
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- Correction made and the reason it was authorized.
- Names or roles of the operator and approver.
- Whether inventory, return status, or customer communication changed.
- Any evidence retained, such as images, scan attempts, and robot alert details.
When similar errors recur, escalate a pattern rather than blaming the robot without evidence. Ask the appropriate owners to review item-master data, label generation, barcode quality, camera and lighting conditions, product presentation, task configuration, and integration messages. A repeated failure may involve several of these controls; the exception record should show which condition was actually observed.
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Choosing among available controls
If your site offers several ways to respond, compare them before selecting one:
| Decision criterion | Question to ask |
|---|---|
| Safety and containment | Does this action stop the item and downstream equipment without requiring an unprotected worker to enter the cell? |
| Traceability | Will it retain the robot alert, return ID, item and handling-unit identity, task, location, operator, and resolution? |
| Inventory impact | Does it keep stock unavailable until identity and disposition are confirmed? |
| Reversibility | Can the return or task be corrected before inbound conversion or final disposition? |
| Compatibility | Does the scanner or manual path support the barcode format, application, platform, and site conditions? |
What not to do
- Do not assume the robot’s decoded value proves the product identity.
- Do not bypass the configured hold, exception, or clarification location.
- Do not combine an uncertain return with verified stock.
- Do not alter inventory or disposition solely to clear an alert.
- Do not retry a movement while an old warehouse task remains open.
- Do not use a generic emergency-stop or recovery sequence for an unidentified robot.
- Do not quote an industry misidentification rate unless a measured, applicable source exists; the cited documentation provides workflows, not a universal accuracy percentage.
Frequently asked questions
Is a “successful” barcode scan enough to release the return?
No. The decoded value must agree with the physical product, return reference, quantity, handling unit, and required tracking attributes. An incorrect or duplicated label can produce a clean scan.
What does “unknown handling unit” mean?
It generally means the scanner or system reported a container identifier that the warehouse system cannot associate with a known handling unit. Treat it as an internal exception and use the configured clarification or hold process; do not invent a new container record without authorization.
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After an authorized person confirms identity and disposition, reconciles open tasks, verifies the destination, and marks the exception solved in the deployed system. A physical move without those records leaves inventory and robot state inconsistent.
Who should handle the robot itself?
Only personnel authorized under the facility’s robotics and machine-safety procedures should enter the cell, reset equipment, or change controller state. Warehouse operators should use the approved software exception path and escalate physical intervention.
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