What should you do if the Sysco Market system is down during an order?

• A. Cancel the order and notify the customer immediately.
• B. Follow backup procedures, place the order manually if allowed, and document the outage.
• C. Ignore the outage and retry later without documentation.
• D. Reassign the order to another system.

Answer: (A)

When Sysco Market is unavailable during an order, the priority is to protect both the customer and the integrity of the order. Cancelling the order and notifying the customer immediately is the safest, most transparent course of action because you can’t guarantee accurate pricing, inventory, or delivery commitments while the system is down. Promptly informing the customer sets clear expectations and avoids promising something you may not be able to deliver once the system is restored. After the outage, you can guide the customer on how to reinitiate the order or use an approved alternate channel if policy allows.

Continuing with the order, attempting manual entry, ignoring the outage, or reassigning to another system can introduce errors, cause data mismatches, or create duplicate orders, which is why those options are not appropriate during a system outage. The key is to pause, communicate, and await a confirmed path forward once the system is back online.