Classify the exception first
Missing EPCIS, partial serial coverage, wrong ship-from GLN, and duplicate ObjectEvents have different root causes and different supplier conversations. Tag each exception type at intake so trends roll up by supplier and transport.
Investigation sequence
Confirm the physical receipt (scan log or WMS receipt). Locate inbound EPCIS by document time and partner endpoint. Compare expected vs received serial count. Check for delayed files in the last 24 hours. Escalate to supplier with document ID, GLN, and sample serials—not screenshots of internal logs.
TracePharma surfaces document lineage and resend status so investigators do not export to Excel for every ticket.
Close the loop
Document resolution: resend received, manual adjustment approved, or product quarantined. Compliance should be able to filter closed exceptions by month for audit packs without re-querying the warehouse team.