Knowledge base
Figure preorder short-component escalation
A recovery process for preorder bundles that are near release time but still missing one accessory, bonus part, or other short component.
Trigger scenarios
- A preorder bundle is otherwise ready to release, but one promised accessory or bonus part is still missing near the planned ship breakpoint
- The team needs a documented escalation path before approving a split release or extending the preorder hold
1. Confirm whether the missing part changes bundle identity
Check whether the short component is a promise-defining item or a recoverable follow-up accessory before choosing hold versus split release.
- Evidence required: Reserved bundle definition
- Evidence required: Missing-component severity note
- Evidence required: Customer promise wording
2. Escalate one release recommendation with named ownership
Route the shortage to one approver who must choose full hold, controlled split release, or promise reset and assign the second-wave owner in the same decision.
- Evidence required: Escalation owner note
- Evidence required: Release recommendation
- Evidence required: Second-wave ownership record
3. Publish the follow-up proof before first-wave pack-out
Attach the delayed-part proof, customer-facing expectation, and follow-up timing to the preorder file before any first-wave shipment leaves.
- Evidence required: Delayed-part proof packet
- Evidence required: Customer expectation note
- Evidence required: Follow-up timing commitment
Common mistakes
- Treating a missing bonus part as a warehouse-only shortage without checking whether it changes the promised preorder identity
- Approving a split release before one owner accepts the delayed accessory follow-up and proof burden
Audience
Figure operations, warehouse, and customer-service teams escalating last-minute preorder component shortages