htmlbasictutor - 9:36 pm on Mar 17, 2013 (gmt 0)
Yes of course you need to track any short shipments, wrong items shipped and/or defective product returns.
It would be part of providing good customer service to be on top of these.
On the occasion this happened for me, I had a copy of the original order, notes of what the problem was, what had been done or in the process of being done to correct the problem on my desk to remind me to keep on top of it. Also gave the customer progress reports and when the correction was complete.