I would hazard to say that many successful mail-order businesses operate successfully with front-line pickers who are not familiar with all of the many distinctions between a zillion products, but who actually rely on checking the SKU when any doubt.

Yeah, I was discussing this with my friend Tod just yesterday. He and I were both incredulous that the wrong item could be shipped by the warehouse. I said that I thought it had to be Digital River's fault somehow. That maybe the warehouse got the wrong order, and that they packed the correct item based on the information they were given.

I'd be curious to know if the incorrect order had a packing slip inside the box anywhere. What items were printed on the packing slip?