• Signing in. Press Sign in with Microsoft and use your SharkNinja work account. You need to be added by a Resolute admin first. Your name and initials appear at the top right, with a Sign out button beside them.
• The menu. Use the tabs along the top: Home, Dashboard, Shipments, Credits, Reports and Help. The black bar stays at the top as you scroll, and so do the table column headings.
• Dates are shown as DD/MM/YYYY throughout.
• Live data. Figures come from SharkNinja Snowflake (read only) and refresh at 5:00 am and 6:00 pm Sydney time. The footer of each page shows when the data was loaded. Notes, ticket numbers, ticks and credits in process are saved in Resolute and shared with everyone who has access. Last 30 days means today minus 30 days up to today, the same as the data team’s reports.
• Your notes, ticket numbers and investigation ticks are saved in the browser you are using, so they are still there after a refresh. They are not shared with other people or other computers yet.

Home works out what needs doing from the live data and lists it for you. As you work, the numbers go down.

• The black box shows how many actions need you, split into credits to raise, investigations to finish and ticket numbers to add. The bar underneath shows how many short deliveries are fully resolved (credited and investigated).
• The five cards are three Your action cards (Credits to raise, Investigations required, Ticket numbers missing) and two Waiting cards (Credits in process, Awaiting delivery). Click a card to jump to its list.
• The lists are oldest first. The Waiting column turns amber after 7 days and red after 14. Each list shows 6 rows; use Show all to see the rest.
• The buttons (Credit, Investigate, Add ticket, Open line) take you to Shipments, filtered to that customer, scrolled to the line and briefly highlighted.
• Narrow it down. Use the customer search at the top to see one customer’s actions only.
• Waiting means no action for you. Credits in process are waiting for the system to find the credit. Awaiting delivery lines can’t be credited until delivery is complete.

Finding what you need

• Customer. Click the search box and pick a customer, or type to narrow the list. Leave it blank to see every customer. Press Clear to go back to all.
• Time period. Choose a preset (such as Last 30 days) or Custom range and pick From and To dates.
• The summary cards under the filters follow whatever you have chosen.

Reading a delivery order box

• Each box is one delivery order. On the left are its references: PO (purchase order), DO (delivery order), CN (consignment number), ASN (advance shipping notice), INV (invoice) and the delivery date. The key at the top right of the page reminds you.
• Each row is an item (SKU) on that order: Ordered, Delivered and the Gap between them, the Delivery Status, the Unit Price, the Total Refund (gap × unit price) and the Credited column.
• Delivery Status is Complete, Partial (some delivered, more to come) or Not started.

Raising a credit

1. A Credit button appears in the Credited column only when delivery is Complete and there is still a gap to credit. If delivery is Partial or Not started there is no button, because the rest of the stock may still arrive.
2. Press Credit. The button changes to Credit in process (amber) and a summary box opens with every data point for that line.
3. Press Export to Excel (RMA template) to download the line in the Sales Order / RMA Mass Creation Template. Ship to Number (column D) is left blank because Resolute doesn’t hold it yet, so fill it in before you upload.
4. The line stays Credit in process until the system finds the credit. You can click it again to reopen the summary. Pressing Cancel credit in the summary puts it back to Action required.

Crediting several lines at once

1. Press Select multiple above the table. Tick boxes appear on every line that can be credited (use Select all for the lot).
2. A black bar at the bottom shows how many lines, units and dollars you have chosen. Press Credit selected.
3. All the selected lines become Credit in process and one summary opens. Export to Excel gives a single file with one row per line.

After a credit has been issued

• The line turns green and shows ✓ Credited. Click that link to see the full credit details, including the credit note number.
• If only part of the gap has been credited, Part credited is a link too, and the line stays Action required for the rest.

Investigation complete

• Every line with a gap has an Investigation complete tick box under its Delivery Status. Tick it when the investigation is finished (hover to see who ticked it and when).
• If a line has been credited but the box isn’t ticked, a red Investigation required flag appears on the line and on the order, until you tick it.

Ticket number

• Orders with a gap have a Ticket number box in the order details. Type the number (digits only) and press Enter or click away to save. There is one ticket number per order, not per line.

Notes

• Press Add note under any SKU. Type your note and press Add note (or Ctrl/⌘ + Enter). Notes show who wrote them and when, newest first. To delete one, press Delete and then click again to confirm.
• The button shows how many notes a line has, for example 2 notes.

• Credits in process are at the top. These are credits someone has started that are waiting for the system. They show Awaiting credit note until one exists.
• Completed credits are at the bottom, newest first, each with its credit note number (such as CRN-501417) and credit date.
• The green card at the top shows how much was credited in the chosen time period. The time period applies to completed credits and the summary; credits in process always show.
• Both lists show the ticket number, investigation status (Required, Complete or Not complete) and the latest note for each credit. Hover over a note to read them all.
• Use the customer search to see one customer, or leave it blank for everyone.
• To change a ticket number, tick an investigation or add a note, go to the line on Shipments. The Credits page updates straight away.

• Pick any period. Use the Time period button at the top. Choose a preset (This week, Last month, This quarter, Year to date and so on) or open the calendar, click a start date and an end date, then press Apply. Future dates can’t be chosen.
• Comparison. Everything is compared with the same number of days immediately before the period you chose. The comparison dates show under the button. If there isn’t enough earlier data, the page says no earlier data rather than showing a misleading change.
• What has changed (black box) is a plain-English summary. A green tick means a change is good, a red ! means it needs attention.
• The six cards show the short shipment rate, value short, value credited, credit backlog, days to credit and deliveries, each with its change and a small trend line. Green means better, red means worse, grey is just a change in activity.
• The charts show the two periods side by side (the grey band is the previous period, the teal band is your period). Hover over a chart to see exact figures. Short periods show daily points, medium ones weekly and long ones monthly.
• Where things stand today shows the credit backlog by age, the delivery status mix and the process health bars. These always show today’s position.
• Performance by customer compares each customer for the chosen period. Use the customer search at the top to look at just one.
• The How these numbers are worked out note at the bottom of the page explains every measure.

1. Set your filters. Customer, whether dates are delivery or credit dates, the time period, delivery status, credit status, investigation status, a ticket number search, and tick boxes for Only lines with a gap and Only lines with notes. Press Reset filters to start again.
2. Check the preview. The cards show totals for what matches, and the table shows the first 10 lines.
3. Press Download Excel. You get a workbook with every matching line (not just the first 10) and a second sheet, Filters, recording the filters you used and when the file was made.

The Excel file has more columns than the preview: consignment number, ASN, invoice, quantities, unit price, refund and credit values, credit note, credit date, ticket number, investigation complete and required, and notes. Dates are real Excel dates and the bottom row totals update if you filter in Excel.

Why is there no Credit button on a line?

A Credit button only appears when delivery is Complete, there is a gap and it hasn’t already been credited. Lines still being delivered (Partial or Not started) can’t be credited yet.

I pressed Credit by mistake. Can I undo it?

Yes. Click Credit in process on that line to open the summary, then press Cancel credit.

Where did my notes, ticket numbers or ticks go?

They are saved in the browser you used. They will be missing if you use a different computer or browser, or clear your browser data. Sharing them between people needs a shared database, which isn’t connected yet.

The Excel file didn’t download.

Your browser may ask you to confirm the save. Say yes and check your Downloads folder. If you still can’t get it, let us know using the feedback box.

Why is Ship to Number empty in the RMA file?

Resolute doesn’t hold the Ship to Number yet. Fill in column D before you upload the file.

Why does the Dashboard say “no earlier data”?

The period before your chosen one has too few records to make a fair comparison, so the page doesn’t show a change.

Are these real figures?

Yes. Figures are live from SharkNinja Snowflake (read only). Credit requests, ticket numbers and notes you save are recorded in Resolute.