What to do when there's a UOM or unit of measure mismatch on an item — how to report it and get it resolved.
A UOM issue means there's a mismatch between how an item is sold and how it's recorded in the facility's contract — for example, an item sold individually but contracted per box.
Before submitting a ticket, check if the pricing discrepancy you're seeing might be related to how the item is contracted per box vs. per unit. See Why does an item show a different price per box vs. per unit? — resolving the quantity on your end may fix it without needing our team to step in.
If it's a true UOM mismatch that can't be resolved by adjusting quantity:
This requires a correction on our end and can't be fixed from the case screen. Submit a ticket and include:
The item number
The DO#
How the item is currently showing in Helia
How it should be priced based on your records
Once our team corrects it, we'll notify you when the fix is live — at that point, delete and re-add the item to refresh the pricing before resubmitting.
Still need help? Click the chat icon in the bottom right corner to submit a ticket.