Fix Over-Delivery Errors: Packing Slip Solutions in Dynamics 365 Supply Chain Management

Table of Contents

Error code: SYS24920

Symptoms¶

When attempting to generate a packing slip for an outbound load within Dynamics 365 Supply Chain Management, the system encounters an issue. This typically occurs when the quantity of items associated with the outbound load exceeds the predefined acceptable limit. This limit is governed by the item’s or order line’s over-delivery percentage setting.

The core symptom is the inability to proceed with the packing slip generation process. Users are presented with a specific error message indicating the discrepancy between the actual quantity being shipped and the allowed over-delivery percentage. This error effectively halts the shipping workflow, preventing the goods from being formally shipped out of the warehouse according to system procedures.

The error message explicitly states the problematic percentage. It compares the actual percentage of over-delivery calculated for the line against the maximum percentage permitted by the system configuration. This clear message points directly to the root cause being a quantity exceeding the set tolerance for over-delivery on that specific sales order line or item.

Consequently, the user cannot complete the standard shipping steps. The load remains in a state where the packing slip cannot be posted, which in turn impacts downstream processes such as invoicing and inventory reduction. Resolving this error is crucial for maintaining the flow of goods and ensuring system accuracy regarding shipped quantities.

Cause¶

The underlying reason for the SYS24920 error is directly tied to quantity discrepancies between what was ordered and what is being processed for shipment. Specifically, the picked quantity associated with the load or shipment significantly exceeds the quantity originally stated on the corresponding sales order line. This excess quantity surpasses the allowable threshold defined by the over-delivery percentage setting in the system.

In Dynamics 365 Supply Chain Management, the over-delivery percentage acts as a tolerance level. It permits a certain amount of quantity variance above the ordered amount without triggering an error during processes like packing slip generation. However, when the actual picked quantity exceeds this configured percentage above the ordered quantity, the system flags it as an invalid transaction for packing slip posting.

This situation can arise from various operational scenarios. For example, picking errors might lead to more items being staged than required. Alternatively, if the over-delivery percentage is set too low for items where minor quantity variations are common (like bulk goods), even small excesses can trigger the error. The system enforces this rule to prevent unintentional or unauthorized shipments of quantities significantly different from the sales agreement.

Understanding this cause is key to selecting the appropriate resolution. The fix must address either the picked quantity itself or the system’s tolerance for over-delivery, bringing the situation back within acceptable parameters for the packing slip to be successfully generated and posted.

Resolution¶

When faced with the SYS24920 error, the load or shipment is in a state that prevents the successful posting of a packing slip. To rectify this situation and enable the continuation of the shipping process, several distinct approaches can be taken. Each method addresses the core discrepancy between the picked quantity and the allowed over-delivery tolerance, but they do so at different points in the process or by adjusting different system parameters.

The choice of resolution often depends on the specific circumstances: the stage of the shipping process, whether the excess quantity was a mistake or intended, and company policy regarding over-shipments. The primary methods available are adjusting the quantity recorded on the load line, modifying the allowed over-delivery percentage on the sales order line, or performing a full reversal of related transactions to allow for adjustments. Each method has its own steps and implications for inventory and order status.

It is important to carefully consider which resolution is most appropriate for the given situation. Adjusting the load line quantity typically involves reducing the picked amount to match the ordered quantity or the allowed over-delivery. Adjusting the over-delivery percentage involves increasing the system’s tolerance for this specific order line. Reversing transactions provides the most flexibility but also requires re-processing subsequent steps in the workflow. Let’s explore each option in detail.

Adjust the Load Line Quantity¶

This resolution method involves modifying the quantity associated with the specific load line that is causing the over-delivery error. The goal is to reduce the quantity being processed for shipment to a level that is either equal to the ordered quantity or falls within the permissible over-delivery percentage. This approach is suitable when the excess quantity was a result of a picking error or if the company policy is not to ship quantities exceeding the original order, even if a small over-delivery percentage is configured.

The procedure requires navigating through the warehouse management module to locate the specific load and then accessing its details. From there, you can identify the problematic load line and initiate a process to correct the picked quantity associated with it. This often involves utilizing functions specifically designed to modify or reduce quantities that have already been picked or staged for shipment. By aligning the picked quantity more closely with the ordered quantity, the over-delivery calculation will fall within the acceptable range, allowing the packing slip generation to proceed without error.

The steps below guide you through the process of reducing the picked quantity linked to the load line. This action effectively tells the system that the quantity being prepared for shipment is less than what was initially indicated as ‘picked’. It’s a way of correcting the record at the shipment preparation stage before the packing slip is posted, which is the point of formal shipment confirmation. This is often the most direct way to resolve the error if the physical quantity available matches the desired shipping quantity (within limits).

Follow these steps to adjust the quantity on the load line:

1. Go to Warehouse management > Loads > All loads.
2. Select the specific load for which you are unable to generate the packing slip due to the over-delivery error. This load will contain the problematic line.
3. On the Action Pane at the top of the screen, find the Ship and receive tab. Within this tab, locate the Reverse group of actions.
4. From the Reverse group, select the Reverse shipment confirmation option. Note: While the goal is to adjust the load line, sometimes shipment confirmation needs to be reversed first to enable quantity adjustments depending on the load’s current state.
5. After potentially reversing the shipment confirmation, navigate to the Load lines tab within the load details. Identify and select the specific load line corresponding to the item that triggered the over-delivery percentage error.
6. With the specific load line selected, look for an option such as Reduce picked quantity or similar functionality designed to allow modification of the quantity linked to this load line after picking has occurred. Select this option.
7. You will likely need to access further details of the line. Navigate to the Line details tab associated with the selected load line. Within the line details, find information related to the original order quantity or similar fields. Select the Order button or tab if available, which might lead to the sales order line details associated with this load line.
8. Find the field that controls the quantity being processed, often labeled Quantity or a similar term related to the picked or shippable amount. Set this field’s value to the desired quantity that is within the allowed over-delivery percentage or equal to the ordered quantity. A common practice is to set it to the value shown in the Work created quantity field (assuming work represents the planned picking quantity), ensuring the quantity aligns with what was intended or allowed. Setting this quantity correctly resolves the over-delivery conflict for this line.

Adjust the Over-Delivery Percentage¶

This resolution method involves increasing the system’s tolerance for over-delivery specifically for the sales order line experiencing the error. This approach is appropriate when the excess picked quantity is legitimate and acceptable to the customer, or when minor variances are unavoidable for the item being shipped. Instead of reducing the quantity, you are telling the system that a larger over-delivery is permissible for this particular transaction.

Modifying the over-delivery percentage requires accessing the details of the original sales order that the load and shipment are linked to. The over-delivery tolerance is typically configured at the sales order line level, allowing flexibility to set different percentages for different items or orders based on specific needs or agreements. By increasing this percentage to accommodate the currently picked quantity, you bring the situation back into compliance with the system’s validation rules.

Once the over-delivery percentage is adjusted on the sales order line, the system will re-evaluate the picked quantity against the new, higher tolerance. Assuming the picked quantity now falls within this expanded range, the over-delivery error will no longer occur when attempting to generate the packing slip for the associated load. This method is useful when the over-shipment is intentional or unavoidable and agreed upon, saving the effort of adjusting quantities or reversing transactions.

Follow these steps to adjust the over-delivery percentage on the sales order line:

1. Go to Accounts receivable > Orders > All orders.
2. Locate and select the specific sales order that is associated with the load for which you are encountering the packing slip posting error. The error message or load details should provide a link or reference to the sales order.
3. Within the sales order details, navigate to the Sales order lines tab. This tab lists all the individual items ordered by the customer.
4. Identify and select the specific sales order line item that corresponds to the load line and item causing the over-delivery error. This is the line whose ordered quantity is being exceeded by the picked quantity on the load.
5. With the relevant sales order line selected, access the Line details section, typically available at the bottom of the screen or via a dedicated tab.
6. Within the Line details, find and select the Delivery tab. This tab contains various settings related to the delivery and shipment of the specific sales order line.
7. On the Delivery tab, locate the Overdelivery field. This field displays the current maximum allowed over-delivery percentage for this sales order line.
8. Set the Overdelivery field to a new, higher percentage value. This new percentage must be large enough to encompass the actual picked quantity compared to the ordered quantity on the line. For example, if the ordered quantity was 100 and the picked quantity is 105, the current over-delivery is 5%. If the setting was previously 3%, you need to increase it to at least 5% (or slightly more to be safe). Once set and saved, this increased tolerance allows the packing slip generation to proceed for the associated load.

Reverse and Make Adjustments¶

This resolution method is the most comprehensive and provides the highest degree of flexibility, but it also involves the most steps. It requires undoing previously completed actions related to the shipment, such as posting the packing slip (if it was partially successful or needs full correction), reversing the shipment confirmation, and potentially cancelling the warehouse work. Once these steps are reversed, the sales order line quantities or other relevant details can be adjusted back to a state where the subsequent process steps can be correctly executed.

This approach is particularly useful when the error indicates a fundamental problem with the quantities or the order itself, or when simple quantity adjustment on the load line or increasing over-delivery percentage is not sufficient or appropriate. By reversing the process, you effectively return the transaction to an earlier state (e.g., before shipment confirmation), allowing for a clean restart after necessary corrections are made to the sales order or warehouse process.

After reversing the relevant steps, you would typically make corrections to the sales order line quantities, potentially split lines, or adjust configurations. Then, you would re-release the order to the warehouse, which would generate new work. The warehouse process (picking, packing, staging) would then be executed again based on the corrected information, leading to a new shipment confirmation and, finally, a successful packing slip generation. This ensures the entire flow reflects the correct quantities and parameters.

Follow these procedures to reverse previously posted steps:

Use the following procedure to cancel a packing slip (if one was partially posted or needs to be undone):

1. Go to Warehouse management > Loads > All loads.
2. Select the specific load for which you need to cancel the packing slip.
3. On the Action Pane, navigate to the Ship and receive tab.
4. In the Reverse group, select Cancel packing slips. This action will reverse any packing slips posted for this specific load, returning the inventory and order status to a pre-packing slip state.

Use the following procedure to reverse a shipment confirmation:

1. Go to Warehouse management > Loads > All loads.
2. Select the load whose shipment confirmation needs to be reversed. This is often a necessary step before other adjustments can be made, as shipment confirmation locks many fields.
3. On the Action Pane, navigate to the Ship and receive tab.
4. In the Reverse group, select Reverse shipment confirmation. This action undoes the logistical confirmation of the shipment, freeing up the load and its lines for modification or further processing.

Use the following procedure to reverse warehouse work (if the error occurred after picking, and you need to re-pick or adjust quantities at the work level):

1. Go to Warehouse management > Work > All work.
2. Find the specific work ID related to the load or shipment that caused the error.
3. On the Action Pane, there is typically a Cancel or Reverse option within the Work tab or a related group. Select this action. This will cancel the warehouse work, potentially putting inventory back into a pickable location and requiring the work to be regenerated if needed.

After performing the necessary reversals (which might include cancelling work, shipment confirmation, and potentially packing slips), return to the sales order (Accounts receivable > Orders > All orders). Make any required adjustments to the sales order lines, such as correcting the quantity, splitting the line, or confirming that the over-delivery percentage is appropriate (or adjust it as described in the previous section if needed). Once the sales order is corrected, re-release it to the warehouse from the sales order details using the Release to warehouse function. This will create new work, allowing the warehouse process to be executed correctly based on the updated order information, ultimately leading to a successful packing slip posting.

Addressing the SYS24920 error efficiently is key to maintaining smooth outbound logistics operations in Dynamics 365 Supply Chain Management. By understanding the cause and the available resolutions, users can quickly apply the most appropriate fix and continue with their shipping processes without significant delay. Each method targets a different aspect of the problem, offering flexibility depending on the specific scenario and business requirements.

Have you encountered the SYS24920 error in your Dynamics 365 SCM environment? Which of these resolution methods have you found most effective, and why? Share your experiences and insights in the comments below!