Optimize sample substitution and packing logic
Use Case
Author:
Adam Rogers
Changed on:
20 Mar 2026
Problem
Fulfillment sourcing logic treats all order line items equally, regardless of their commercial value. When orders contain a mix of primary items and ancillary items (zero-dollar line items such as samples, Gift with Purchase products, or promotional inserts), these non-revenue SKUs influence location selection decisions in the same way as paid products. Without the ability to distinguish ancillary items during sourcing, retailers experience:- Split shipments where primary items ship from one location while ancillary items ship separately or not at all
- Standalone shipments for zero-dollar products with no revenue offset
- Increased picking and packing costs across multiple locations for a single order
- Manual operational intervention to correct avoidable splits
Example
A beauty retailer running a "free sample with every order" promotion found that their fulfillment logic was treating zero-dollar sample SKUs with the same sourcing weight as paid products. When a customer ordered skincare products alongside a complimentary sample, the system selected the optimal location for the paid items, but that location had no stock of the sample SKU. Rather than substituting the sample or suppressing it, the system created a secondary shipment from a different location. During a major promotional period, this generated hundreds of standalone zero-dollar shipments, each carrying full shipping cost with no revenue offset. The retailer had no ability to:
- Exclude sample SKUs from influencing sourcing location selection
- Substitute unavailable samples with equivalent alternatives
- Suppress unshippable samples rather than splitting the order
Solution Overview
Fluent Order Management eliminates fulfillment disruption caused by ancillary items by ensuring zero-dollar promotional SKUs never override sourcing decisions for commercial products. Through configurable Responsive Sourcing strategies, the OMS prioritizes optimal location selection for commercial items, scores ancillary availability as a secondary factor, then resolves ancillary items at the assigned location - substituting or suppressing as needed. Paid-Item-First Sourcing:- Location selection is driven by commercial SKUs
- Ancillary stock availability favors but never requires a location to have it
- Zero-dollar products cannot override commercial sourcing decisions or generate standalone shipments
- Ancillary items are assigned alongside commercial products, not independently
- Ancillary-only shipments are automatically merged into the most appropriate commercial fulfillment
- Zero-dollar standalone shipments are eliminated
- Original ancillary SKU available at assigned location - fulfilled as ordered
- Original unavailable, substitution enabled - pre-configured substitute assigned
- Neither available, or substitution disabled - item suppressed from the fulfillment plan without blocking the order
- No ancillary-driven split shipments -> Promotional items no longer generate standalone zero-dollar fulfillments, reducing unnecessary shipping costs.
- Reduced operational overhead -> Automated substitution and suppression removes the need for manual intervention when promotional items are unavailable at the sourcing location.
- Configurable substitution control -> Substitution behavior is managed through sourcing configuration, giving merchandising and operations teams flexibility without code changes.
- Protected promotional intent -> Customers receive their promotional items alongside commercial products wherever possible, preserving the gifting experience without compromising fulfillment efficiency.
