Dreams Encylopedia

Processes

Pre Delivery

Post Delivery

• •

Detailed and up to date processes

Policies

Appendix

Information on all Dream’s Policies

•

Contact numbers

• •

Supplier Information

Parts list

•

Click on the

button to return here

Processes (Pre-Delivered)

Logging Into Vision

Searching For An Order

Locating VCS Notes

Searching For An Order

Logging Into Vision

Locating VCS Notes

Booking A Delivery Date

Rebooking Cancelling A Delivery Date

Adding Removing A Product

Rebooking & Cancelling A Delivery Date

Booking A Delivery Date

Adding & Removing A Product

Removing A Service (To prevent losing your date) – Post Delivery

Adding A Service

Removing A Service

Removing A Service (To prevent losing your date) – Post Delivery

Adding A Service

Removing A Service

Applying A Discount

Applying A Price Match

Amending Customer Address Contact Details

Amending Customer Address & Contact Details

Applying A Price Match

Applying A Discount

Changing A Customers Email If A Store or Customer Entered Incorrectly

Locating Payment Information

Raising A Refund

Changing A Customers Email If A Store or Customer Entered Incorrectly

Locating Payment Information

Raising A Refund

Raising A Voucher Refund

Applying Bedcover

Checking Retail Prices

Raising A Voucher Refund

Checking Retail Prices

Applying Bedcover

Cancelling A Store Order

Cancelling An Internet Order (888)

Locating A Timeslot

Cancelling A Store Order

Cancelling An Internet Order (888)

Locating A Timeslot

Processes (Delivered)

Supplier Guarantees And Fault Process

Removing A Service – Post Delivery

Cancelling An Internet Order – Post Delivery

Supplier Guarantees And Fault Process

Removing A Service – Post Delivery

Raising A Comfort Exchange

How To Check Supplier (Vendor)

Replacing Or Exchanging A Mattress

Raising A Comfort Exchange

How To Check Supplier (Vendor)

Replacing Or Exchanging A Bedframe, Divan Or Furniture

Arranging a DSC Inspection

Arrange A Customer Service Discount Minus Refund

Replacing Or Exchanging A Bedframe, Divan Or Furniture

Arrange A Customer Service Discount Minus & Refund

Arranging a DSC Inspection

Arranging A Bedding (Softs) Order

Arrange A Vision Parts Order

Raising A BAS Form For Parts

Arranging A Bedding (Softs) Order

Arrange A Vision Parts Order

Raising A BAS Form For Parts

Raising A DHD BAS Form

Raising Softs On SO For Store Collection

DHD

Raising A DHD BAS Form

Raising Softs On SO For Store Collection

DHD

Raising Replacement Half Base’s for Supplier Divan’s Ottomans

Deaded In Error (DIE)

Raising Allowance For Property Damage

Raising Replacement Half Base’s for Supplier Divan’s & Ottomans

Raising Allowance For Property Damage

Deaded In Error (DIE)

Raising An Emmiera Inspection

Policies

Property Damage

Comfort Exchange

Incorrect Goods

Comfort Exchange

Property Damage

Incorrect Goods

Defective Goods

What can I offer? My Allowances

Escalation Process

What can I offer? My Allowances

Defective Goods

Escalation Process

Blue Cross/Showroom Model

Bedcover

CSTYGAQ Order FYI

Blue Cross/Showroom Model

Bedcover

CSTYGAQ Order FYI

MBG – If Your Cmr Has BC How You Handle

Goods Do Not Fit (GDF)

Fraud

MB&G – If Your Cmr Has BC & How You Handle

Goods Do Not Fit (GDF)

Fraud

Admin Emmiera Guide

D( aPtaA)Protection

Store/Internet Terms Conditions

Admin Emmiera Guide

Data Protection (DPA)

Store/Internet Terms & Conditions

Distant Selling Regulations

ONLY FOR WEB OR TELESALES ORDERS – NOT STORE

Cancel:

• Can cancel at any stage before delivery with no charges – full refund processed. If the customer has bedding items that are shipped, apply a charges line for the amount and refund the rest. Once the bedding items have been returned the refund will be processed.

Amend:

• Can amend at any stage before delivery with no charges – full refund processed if required.

• If customer chooses more expensive products, they must pay the difference.

Returning:

• Can return products up util the 14 th day after delivery.

• This includes assembled products and used Mattresses.

• A collection fee of £49 is applied to your SRET and retained from their refund, if they are fully financed you must take payment of £49.

Consumer Law

Day of delivery to day 30

• If the product is damaged, we replace or exchange straight away, if there is a fault we inspect with Emmiera as per the supplier guarantee process.

• Customer could request a full refund if goods confirmed faulty within the first 30 days.

• Customer can reselect to a lower value item and get a refund.

• Customer can reselect to a higher value item and pay the difference; we can offer a discount as goodwill if needed.

Day 30 to end of year

• We inspect the product (if supplier) if this is a DBF product it is no quibble replacement or exchange. • We have a chance to repair or replace the item, unless the item is discontinued, the customer is entitled to a refund or reselection to the value they paid.

• If we fail – e.g the item goes faulty again, the customer can request a refund.

End of year to end of year 6 (6 year duty of care – if not TYG or BC)

• Customer arranges own inspection; we reimburse up to £75.

• We have one chance to repair or replace the item.

• If we fail e.g the item goes faulty again, customer can request a refund and usage charges are applied from date or original order.

Data Protection

What is data protection?

• Data protection means – “Legal control over access to/ and use fo data stored in computers”. • We need to ensure Data Protection Checks are carried out, if we fail to carry out DPA Checks, there is a risk you could disclose private & personal details to the incorrect customer. • DPA is there to protect both the consumer, us & helps prevent fraud. • If we fail to complete DPA checks, we would be at risk of being fined if a GDPR claim is raised against us.

What do you need to ask to cover DPA?

Whenever you’re in conversation with a customer, regardless of the means of contact, you do need to get the customer to confirm the following details. At least 3 of the following should be confirmed:

• Name on the order • First Line of the delivery address • Delivery Postcode • Order Number

Some customers may not have their order number to hand or may have lost the paperwork if this is an older order. Therefore, if the customer is not able to confirm the order number or any of the questions to the left, the customer in this instance can supply one of the following to complete DPA.

• Telephone number / email address linked to the order • Items of the order

• If the customer still cannot complete the DPA checks, you would need to politely advise due to the Data Protection checks not being successfully completed, you cannot discuss the order unfortunately.

What can I discuss?

If Mr Smith calls and it is Mrs Smith on the order - we can deal with it. If Mr Smith calls and it is in his partner's name - providing they have cleared all DPA checks, they:

Can:

Amend the order Raise a comfort exchange Raise an exchange for faulty/damaged Re book a delivery Process a refund to the original token (not to another card that is not on the order). Confirm time slot

Can’t:

Change the address Request a cancellation Process an allowance (Property damage) Process a refund to anything other than the original token Cost reductions Can't take a payment off the card not in their name. Can’t discuss goodwill gestures

Exceptions

You may find sometimes an account holder would prefer a family member or a friend to discuss the order on their behalf, this could be down to several reasons, the account holder being elderly, disabled or just unable to speak with us direct. At the account holders request, we can discuss the order and action any amendment or exchange if the account holder has given us permission to discuss or action anything on the within the order. The account holder would need to firstly pass DPA checks either verbally or in writing, they can then give us permission to discuss the order (goodwill gestures/finance/cancellations) with the non- account holder.

It would be best to note in VCS that permission has been given to this named person (insert name) to discuss and action. (Refund’s etc will still need to go onto the token on the order in most cases).

A1R Adj B/S

A1 Reallocation-stock for reallocation in perfect condition

Adjustable Bedstead Blue Cross

CD1 CDT

Location code required on vision of softs posted to a customer

Customer Delivery Team

CE CG

Comfort Exchange

Comfort Grade

COA CSC

Change of Address Central Service Centre

CS/Cust

Customer

Double

DBF

Dreams Bed Factory

Deaded

Process used to describe the completion of an order in Vision

DEL

Delivery

Damaged Goods

DHD

Direct Home Delivery

DIE DM

Deaded in Error

Divisional Manager Disposal of old beds

DOB Drw DSC

Drawer

Delivery Service Centre

End of Day

Retail to report any payment taken against an order so Finance can apply to the order in vision and clear the balance.

FD F/E FG

Failed Delivery

Foot end

Faulty Goods

FDSS FOC GDF GWG

Five Day Stock Special

Free of charge Goods Don't Fit Good Will Gesture

H/B H/E

Headboard Head end

Emmiera

Incorrect Goods

King

Knock down

LHF

Left hand facing

Lead Time

M,B & G

Company that deal with TYG claims

MTM Matt

Made to measure

Mattress

Mattress Protector

TBA OOS

Order status on Vision-delivery date to be advised

Out of Stock

Property Damage

POD PPPS

Proof of Delivery Note Pick, Pack, Post and Sort

P/T

Platform top

PRET

Purchase Return Invoice (RTM on Vision)

Pay & Take

Sold and taken from the branch at the point of sale

POS

Point of Sale Price Match

QTY

Quantity

RC01 RTM RHF SRET

Recovery Centre

Return to Manufacturer

Right hand facing

Sales Return on Vision

Single

S/E SO S/R

Sprung Edge Sales Order

Side Rail

STKPO

Purchase Order

Superking

TYG

The Old Version of Bed cover. This customer is covered for 10 years but is not covered for accidental damage

VPC

Commission Sales Assistants Earn on Sales

Appendix

Duty Manager Form

Sending A Tech Call Back

Useful Discount Codes

Duty Manager Form

Sending A Tech Call Back

Useful Discount Codes

Spare Part Codes

E-pod

Delivery, Assembly, Disposal Codes Prices

Delivery, Assembly, Disposal Codes & Prices

Spare Part Codes

E-pod

Supplier Contact Information

DBF Drawer Codes

Useful Contacts

Supplier Contact Information

DBF Drawer Codes

Useful Contacts

Sending A MCB

Finance Agreement Information

Usage Charges

Finance Agreement Information

Sending A MCB

Usage Charges

Location Code Hints Reminders

DSC Postcode Matrix

Jargon Buster

Location Code Hints & Reminders

DSC Postcode Matrix

Jargon Buster

DHD Supplier Information

DSC Contact List

DHD Supplier Information

DSC Contact List

SKU Code

Discount Description

Z11-00124

Customer services discount (non-store issue)

Z11-00156

Store discretionary up to 5.0%

Z11-00157

Store discretionary 5.0% - 10%

Z11-00158

Store discretionary > 10%

Z11-00161

Price match (CUSTOMER SERVICE)

Z12-00082

Extra off bedroom furniture (25% off furniture)

Z12-02184

20% off beds WBW Matt (includes divans)

Z13-00101

20% Off Mattresses WBW Bedframe

Z12-02063

Spend and save (when your customer spends over £750 promo)

Z12-00047

Free Mattress Protector (Bed Cover)

Z12-02022

50% off Silentnight Bedding Promo Code

Z11-00013

Promotion Extension

Z11-00147

Free Tempur Pillows Discount

Z12-09663

10% UTC (under the counter against Bensons)

Z12-00089

Tempur Discount

Z12-09688

UniDays Discount

Z12-00120

Armed Forces Discount

Z13-00034

up to 70% Showroom Model

Z13-00098

20% Off Flaxby

Z12-00098

Tempur Pillow & Matt Pro – Bundle Deal

Z12-00004

Coupon % Discount (Dreams10% or 15% discount code as shown online)

Z12-02154

20% off Silentnight

Z12-02032

Free Tempur Mattress protector with bed cover

Z12-02111

Free Tempur pillow WBW Tempur Mattress

Z12-00126

Therapur Discount

Z12-00130

Silentnight Pillows

Z12-00071

20% off Headboards

Web

Store

Useful Contact

Number

24144

servicedesk@dreams.co.uk

Reception

01494 508 518

N/A

BQ Contracts (Trade queries/orders)

01494 415 369

BQcontracts@dreams.co.uk

BedCover (If BC CLAIM is on VCS notes and customer wants to reselect)

01494 415 372

TYGreplace@dreams.co.uk

Distribution Hotline (CDT) (Internal use only)

01494 415 371

Customerdeliveryteam@dreams.co.uk

Customer Services

0345 646 0697

Customerservices@dreamsbeds.co.uk

Northern Ireland CS

020 9050 8300

Customer.care@hometime.co.uk

HR Admin (Reference request only)

N/A

HRadmin@dreams.co.uk

Emmiera (Homeserve)

01384 473 000

Info@emmieragroup.com

Supplier Contact Information

Contact number

Supplier

Email address

Silentnight

dreams@silentnight.co.uk

01282 851 111

Sleepeezee

salesdesk@sleepeezee.co.uk

01634 723 557

Harrison spinks

customerservices@harrisonspinks.co.uk

01132 055 200

Kaydian

customerservices@kaydian.co.uk

01912 712 118

Tempur

b2b@tempur.com

0208 589 7000

Sealy

customercare@sealy.co.uk

01697 320 342

Importas

customer.service@importas.co.uk

01626 879 158

Relyon

sales.ledger@relyon.co.uk

01823 668 221

Logging into vision

1. Access vision via the “Vision 2022” App on your desktop. 2. You will be required to log into Vision with your password you use to log into your laptop with.

3. Click “Sales Order Lookup”

4. Right click on the top banners to show “Hide Column & Show Column”

5. Hide all columns expect below by unticking/ticking the list.

• Order Status • No. • Sell-to Customer Name • Ship-To Post Code

Searching For An Order

We can search via Order Number, Postcode & Contact number and Email.

1. Select the No. column. 2. Click the “Field Filter Icon”

Order number Column.

Field Filter Button

3. Enter the order number in below section.

Enter the order number then press ok.

4. To open your order, you can press “Shift & F5”, alternatively you can head to the bottom right of your screen and select “Order” and then “Card”.

1. To search for an order via “Postcode”, select the “Ship - to Post Code” Column. 2. Click the “Field Filter Icon” 3. Enter your customers postcode and press enter.

Field Filter Button

Postcode Column

1. To search for your customers order via Email or Contact number, head back to your main menu. 2. Select “VCS System” > Sales Order Search (Email & Phone)

3. Enter either your customers email or contact number and press search, this will bring up all orders associated with the details, you will need to locate the correct order number in relation to your contact, confirm dates/products to help you locate this.

Locating VCS Notes

1. Open your order.

2. Undelivered order - Look at the bottom right of your screen, you will see VCS , click this, followed by Shift F5 or by selecting “Call log” at the bottom right and then clicking card.

3. If you see a pop up stating no VCS logs found , click Yes. Then at the bottom right click “Create New”, after you have done this, information will be added to your General tab.

4. Click the “Logs” tab, next to your general at the top left.

5. If there is no pop up, it means there are historic VCS notes. Click the “Logs” tab and it will show you the history of contact.

6. Delivered Order - Your VCS will be located at the bottom in the centre of your page.

Booking A Delivery Date

1. Enter the main Vision menu and search for the customer’s order number. 2. Open the customer’s order.

3. Once you are ready to proceed to book a delivery date you must take payment for any outstanding balance. If there is a balance outstanding and it allows you to book delivery please advise the customer, “Outstanding balance must be cleared 7 days before delivery”. If you are booking delivery within 7 days, the whole balance must be taken.

Click the book button which can be located here:

4. The following box will appear. Please confirm the points stated in the picture with the customer before clicking ‘OK’

5. The delivery planner will appear; the arrows will allow you to go back and forth.

6. Select the date you need and select the Daytime 7:00 18:00 £0 . This means the customer is booked in for an all-daytime slot. The Room of choice delivery code must be added to book a delivery date – Z21-00009.

7. Click on the agreed delivery date and click OK.

FYI – If you have given your customer an AM/PM or Saturday delivery, you will need to add specific codes to your order via an order amendment, check your “Quick Link” Section for the “Service Charges” and they will be displayed at the top under “Delivery Codes” & “Specialist Timeslots”.

8. Once you’ve booked your date, the below box will appear where you will enter the date you have confirmed with your customer. 9. Click OK.

You have now booked your delivery date, which will automatically stamp a VCS notes on the order.

Remember to confirm the delivery process where the customer will receive a text the day before with their time slot, then a call in the morning to confirm their time slot again.

Rebooking & Cancelling Your Delivery Date

1. Following the same process of booking a delivery date, rebooking is simple. 2. Click “Book”

3. Select the Re-book option, then OK.

4. Click the left- hand side column next to “Customer Changed Mind”, then OK.

5. If you would like to cancel your order, follow the above process but select “Cancel” then the reason as above, then OK.

Adding Or Removing A Product

!!!Remember, making an amendment with a product will remove the delivery date. Always make your customer aware there is a risk of losing the date and we cannot guarantee the next date until the order has been amended!!!

1. Locate and open the customer’s order in Vision. 2. Advise the customer the delivery date will change when amending an order 3. Click on the VCS button to go into the call logs. 4. Select the ‘Logs’ tab.

5. Click on the “Log Reason” arrow and select “Add or remove product” from the displayed list, then click OK.

4. The fault box will automatically appear, select the appropriate party from the list. This would either be customer or retail via store support.

5. If you are removing a product, select the specific one. If you are adding a product, select any item and click OK.

6. Add your detailed VCS notes in the “Comments” box. Hold CTRL A to highlight > CTRL C to copy your notes.

7. Click the activity line section at the bottom and a new line will appear, choose your contact call as how the contact has been made to you.

8. Click on the “Action” arrow and select “Order Amendment” - click OK.

9. A pop up will appear, select “Order Amended” – click OK.

10. Select “Add additional product/s” if you are adding an item, if you are removing a product select “Remove Product/s”.

10. CTRL V to paste your notes into the “comments” box.

11. Click “Functions” > “Task Activity”

12. Click the “blue box” at the bottom left of your screen, this will put your order in an edit status.

13. Head to your No. column and enter the SKU code for your product. Or you can select the up arrow and enter the SKU code this way, this will show the description of the product, then select OK.

14. Add your quantity.

15. Click functions at the bottom right of your screen.

16. Click release. (Ensure your order status shows as released and not open)

17. Rebook.

FYI – A product may appear red on vision; this could mean the product is discontinued and unavailable to order. Check the website to see if the order is showing as clearance, if so, it will be okay to continue with your amendment, unless you book a date and it shows the item is out of stock.

1. If you are needing to void a product on your order, follow the process as before. 2. Select the item you need to void.

3. Head to “Line”. 4. Click “Void Line”

If there is a discount attached to the product, you will need to void this too.

5. Click functions at the bottom right of your screen. 6. Click release. (Check the order status shows as released and is not open)

Rebook your order if needed.

Adding A Service

- Dreams services which can be added to an order are the following:

Assembly Disposal Bed Cover

AM/PM Timeslot Room Of Choice

- Please remember, any form of amendment will result in your delivery date being removed. Before going ahead with an amendment, the customer must be informed there is a risk of losing their delivery date.

1. Search for and open the customer’s order in Vision. 2. Click on VCS to open the call logs. 3. Now open VCS by selecting ‘Call Log’ and then ‘Card’. Unless no VCS logs have been created before then click Create New, then update status. 4. Select the ‘Logs’ tab from the main VCS menu.

5. Select the Log Reason a drop-down menu will appear, and you need to select Add or Remove Service. The fault (who is requesting the amendment) will be either Customer or Branch. Select the item that is closest to your amendment, for example: adding assembly you would choose the frame or adding a mattress disposal you would add the mattress.

6. By selecting - Contact call is incoming correspondence > Action Order amendment > Task Order amended Activity Reason Add additional services. 7. Input your notes and detail who is putting the request through, and what they are adding on. 8. Click Functions > Task Activity. This will bring you back to the main order.

9. Once you have clicked task activity, vision will bring you back to the original order where the status is open. 10. By blue boxing the order you have put vision into an edit status.

11. Using the Quick Links on the right-hand side of Netcall, you can locate the code you require and add this to your order. Remember to put the quantity.

Your Quick Link list is on the right-hand side of every interaction.

12.Once you have added the service you MUST blue box AND and release the order from functions drop down menu. If this is not done you will leave your order ‘open’ which will not route with supply chain therefore, your customers delivery will not go ahead.

13. Your order status will be marked as Released and you can take payment from the customer for the service and book in your date.

Removing A Service

By following the same process as adding your service via order amendment, you would follow the same for removing until you get to the main order, after functions task activity.

1. Select the line you wish to void, head to “line” at the bottom right and click “Void Line”

Removing A Service – Post Delivery

There will be times where a service is not carried out and your customer or store will request a refund, when the order is delivered a different process needs to be followed.

This process can also be followed if the service needs to be removed but, the amendment will remove the delivery date.

By following the next few slides, you will be creating a minus balance on your order for a refund or FCR.

1. Locate and open the customer’s order through vision. 2. Enter VCS and add a new log reason for add or remove service > customer > select the service you need to refund and adding your comments. 3. Selecting contact call > exchange > SRET raised > customer – service cancellation and copying your notes.

4. Click functions and task activity.

5. Click the drop- down arrow under “Bedcover/TYG Claim” and select NO > Continue. 6. Enter required quantity in the “Qty to Return” column > OK.

7. Click “Next Step” 8. Select the relevant description for the reason. For example, if the customer ordered the wrong service or didn’t use the service, this would be Incorrect goods – Customer. 9. Click “Next Step. 10. Leave the “Exchange Required?” section as No & the “Refund Request to be Raised?” as No. 11. Click the line you’ve added, and a “ Confirm & Create Documents ” Icon will appear in green, click this.

12.Head to your SRET and check the amount matches. 13.Go to VCS and raise your refund.

Applying A Discount

1. Locate and open the customer’s order through Vision.

2. Click on ‘VCS’, select the call log, click on ‘Call Log’ and select ‘Card’.

3 . Your VCS Log and Activity Reason should look as below, select Functions and Task Activity to take you back to the main page.

4. Don’t forget to blue box to edit the order!

5 . Select the line you wish to apply the discount to and click the Line drop down menu and Apply Discount at the bottom right of the page.

6. By clicking the Description column and start free typing the description discount code you need. When you press enter the filter will bring up the required discount. Or type the SKU code in the No. column and check the Useful Discount Codes Quick Link.

7. Once you have located the code you need double click.

8. Once redirected to the main page you will be able to add a figure into the Discount Handling Column .

9. Enter the amount you need.

10. Press enter.

11. Blue box and release your order.

You have now applied your discount. Ensure the balance now reflects the discount on the order.

If you enter the wrong discount amount and delete the line off the order. There is a risk the date will be removed, simply apply another discount line to match the correct figure.

Applying A Price Match

We are confident that we offer the lowest price on any bed. If the customer sees the same bed made by the same supplier in another retailer's showroom at a cheaper price, we will refund them the difference in price, plus an additional £10.00.

This excludes 'online only' retailers and outlet stores.

Our Price Match is subject to us verifying the lower price and only applies to undelivered beds and bedroom furniture for a period of 28 days after your purchase. Please note that we are unable to offer our Price Match for clearance items.

We will also Price Match ourselves if the price has gone down providing the goods have not been delivered. Once the goods have been delivered, we will no longer offer a Price Match.

If you have an Internet order (888) and they are requesting a Price Match after delivery, this is fine for you to go ahead with within the first 7 days from delivery as a gesture of goodwill, still explain this isn’t normal policy as we do not Price Match against delivered orders. If you have a Store order, requesting a Price Match within 24 hours from delivery, you can offer the difference back in vouchers, ensure you check any discounts applied to the product. E xplain this isn’t normal policy as we do not Price Match against delivered orders.

Undelivered Order

1. VCS 2. Log as Price Promise 3. Fault - Not Applicable / No Fault 4. Select the product 5. Add comments - (copy comments) 6. Activity reason - Incoming Call 7. Order Amendment 8. Order Amended 9. Add Customer Services Discount – (Paste comments) 10.Functions drop down menu 11.Task Activity 12.Click on the product 13.Click Line 14.Apply discount 15.Apply – Z11-00161 16.Type in value of price promise (plus £10 if another Retailer) 17.Click Functions drop down 18.Release 19.Make sure delivery date is booked in if it was previously or book in a date with customer if you can.

(3 days before delivery to prevent losing your delivery date)

(Raise this way if your customer has contacted us prior (most cases by email) to their order being delivered)

This way you should never be telling a customer to call back to process price promise

1. VCS 2. Log as Price Promise 3. Fault - Not Applicable / No Fault 4. Select the product 5. Log your notes – (Copy comments) 6. Activity reason - Incoming Call 7. Exchange 8. SRET Raised 9. Customer - Price Promise 10.Functions drop down 11.Task Activity 12.Bedcover/TYG claim- select NO on drop down 13.Return Reason- other 14.Click continue 15.Click Not on order 16.Add CS Disc Shopping trolley 17. Put 1 in the QTY 18. Click ok

Amending Customer Address & Contact Details

When amending an address on a customer’s order, the first bit of information you should be informing them of is:

“Your delivery date will be removed due to this amendment, and I cannot guarantee the same date will be available”.

Changing customer details would include:

• Name • Address • Contact number • Email address

You cannot change an address if the customer has placed their order online and via Finance, these are orders that start with 888.

If your customer has placed the order in store and are requesting a change of address, they need to go to the store first to fill out documentation for their finance agreement,

1. Locate and open the customer’s order through Vision. 2. Locate “Address/Contact Details Changed” Log Reason. 3. Click Customer for fault. 4. Enter your VCS comments, include the address you are changing the order too.

5. Select the relevant “Contact Call”. 6. Select Order Amendment > Order Amended > Customer contact details changed. 7. Select Functions > Task Activity at the bottom right of your screen.

8. Blue Box your order. 9. Ensure you change the “General” Tab and the “Delivery” Tab, if you do not change the Delivery tab the order will not be routed correctly, and your customers delivery will fail.

10. Blue box & Release your order.

Changing a customer's telephone number or email address is the same process.

1. Once your VCS notes reflect above > select Functions – Task Activity. 2. Head to your “Contact Details” Tab on the top left of your order. 3. Click the down arrow.

4. A pop up will appear as below, enter the mobile number and press enter, you will be required to do this twice.

5. Follow the same process to change an email address.

There will be times our customers move address, if there is an exchange you’ve raised or a historic one, you will need to change the SO address by amending the General and Delivery tab as shown in this guide, however you will also need to change the SRET address, remember the SRET is the collection and what we are collecting.

1. Head to your Customer Service tab on the order. 2. Click the SRET and the down arrow. 3. At the bottom right of your screen, click Line then card – or CTRL F5.

4. Change the address under the “General” Tab, then release 5. Head to functions at the bottom right and release your SRET. 6. If you are arranging a collection only, you would go to “Collection” and click the Blue Book Icon.

Changing A Customers Email If A Store Or Customer Entered Incorrectly

Any request from a store/customer where they have inputted the customer email incorrectly must be emailed to GDPR@dreams.co.uk. Please do this first before amending order.

Amend accordingly and send a new order confirmation.

Subject: Remove email from system

Please can you remove the following email from the system, inputted incorrectly. I have amended the email on vision.

Include a screenshot of the email request from store/customer.

Locating Payment Information

** BEFORE RAISING YOUR REFUND – If the order is live, have you amended the order and created a minus balance? If the order is delivered, have you created a SRET?**

All refunds take 7-10 working days to appear in a customer's account. If you have applied a customer service discount to an SO, the refund will not process until that SO is delivered.

Where to find payment information

Here you will see the area where your customer has either paid for their order, financed their order or both. A customer can pay a deposit and pay the rest via a finance agreement.

If you click payments tab an arrow will appear, once you select this a new page will appear, and under the tender type column this will show a number, by click the number another arrow will appear, after clicking the arrow you will see a list which confirms the number in your tender type column and the method of payment.

Paid in full

Part deposit & financed

Fully financed

To locate their agreement number, go to the invoicing tab.

1. To find out what method the customer paid with, click the payment section in the middle of your page at the top and click box then the down arrow.

2. The Tender Type column will show a number, if you click this section and the down arrow, another list will appear which will show you what payment method is used.

3. If cash is ever used, and you are refunding the customer you will need to source their BACs details.

If your customer has paid by finance agreement, and you need to send a finance cost reduction (FCR).

Use the Duty Manager Form to send this request.

Raising A Refund

1. When raising a refund, you will need to go below whatever “Log Reason” is relevant to why you’re arranging the refund. 2. Select Raise Refund for your Action. 3. Raise Refund for your Task. 4. Your Activity Reason will be subject to why you’re arranging the refund, select the closest reason.

5. Enter a detailed comment as to why you’re arranging a refund. 6. Click Functions > Task Activity.

7. Enter your figure in the “Amount” section. 8. Enter the reason for your refund (paste your VCS notes) 9. Select “Token” for the Refund Method option as the drop down and click the down arrow, this will open your token refund.

If there is no Token available, check the locating payment information steps as the customer may have paid in cash, if this is the case you will need their BACs details.

If you are arranging a refund on an Internet order (888) there is a chance no token will be available, in this instance you would raise the refund as you would but use “Cash” in the Refund Method box due to a current glitch.

If your customer has paid by finance agreement, and you need to send a finance cost reduction (FCR).

Use the Duty Manager Form to send this request.

10. Below pop up will appear after selecting the down arrow on your “Token”. 11. Enter the figure for your refund in the “Ref/Allow Amt” as shown below. 12.Click OK.

13.You have now raised your refund, by pressing ESC this will return you back to VCS where your refund figure will show.

To ensure your refund balances (and avoid the Admin tracker) you can check by the following:

1. In the refund card, on the order number, click the up arrow and this will take you back to the main order.

2. In the main order, check the amount owed/due and it should balance with what you have entered for the refund.

Raising Vouchers

In most cases you will raise a voucher refund after a Comfort Exchange, however you can also offer vouchers as Goodwill, you would follow the same process as below bar the Log line.

!A voucher can on be raised for a figure that ends in a 0 or 5!

1. Select Raise Refund as your Action. 2. Select Raise Refund for your Task. 3. Reselection to cheaper goods would be your option for a Comfort Exchange, but you can use Defective goods, Poor Service if you have offered vouchers for these reasons.

4. Click Functions > Task Activity. 5. Enter your “Amount”.

6. Add the reason for your vouchers in the “Reason Text” box. 7. Click the down arrow on “Refund Method” and select Vouchers. 8. Press ESC and your figure will show on your refund line.

Applying Bedcover

1. Make sure you advise the customer this may lose their delivery date by adding Bedcover 2. Locate and open the customer’s order in Vision 3. Click the VCS button 4. Call log-Card or create new 5. Click the logs tab

6. Select the ‘Log Reason’ arrow, select Add or Remove Service and click ok

7. This will automatically pop up the below box. Select whose fault it may be. In this instance it is customer. Then click ‘OK’

8. This will automatically pop up the below box, make sure you select the item which you are going to apply bedcover to and click ‘OK’: 9. Log your notes in the comments box 10.Select the required Contact call, usually will be incoming call 11.Select Order amendment from the Action column 12. The below box will pop up automatically, select Order Amended and click ‘OK’

13. The final box will automatically pop up, select add “Additional S ervices/s”, click OK.

14.Copy your notes in the comments box. 15.Click Functions > Task Activity. 16.Click on the product you want to apply Bedcover too. 17. Click “Line” at the bottom right of your screen. 18.Click Apply Bedcover.

If you are adding Bedcover against a

Mattress, remember the customer receives a free of charges Mattress Protector via OC02 with this service. You will need to add on the product and discount the price with SKU code - Z12-00047

Checking Retail Prices

There are times when customers will contact us for a promotion/price match, when adding the item to the order the price may be different as the time of price drop is in the past.

By following the next steps, you can confirm when the retail prices changed from one date to another.

1. Open your order 2. On the product line, click the No. column and the up arrow

3. Click “Sales” at the bottom right of your screen. 4. Click “Retail Prices”

5. Check the “Starting Date” & “Ending Date” to find the period you need. 6. Check the “Unit Prices” column

Cancelling A Store Order

A customer can cancel their order within the first 3 days of placing their order, after this they are unable. It can be a conversation of explaining you are unable to cancel their order however, what can you do to prevent a cancellation? Ask the customer what is the reason for cancelling, and if there is anything you can do to help with this. For example, if they are experiencing money worries, you can look at offering a discount as a service as goodwill. You can speak with your Team Leader or Senior to see if there is anything else you can do.

1. Open your order and VCS. 2. Select “Cancellation Request” as your Log Reason. 3. Select “Customer” as the Fault. 4. Select any product. 5. Enter your VCS notes, include what you have done to try and save the order.

6. Select “Cancellation – Full” for your Action. 7. Select “Cancel Order” for your Task. 8. Select the appropriate reason for the cancellation request. 9. Selection “Functions > Task Activity”.

10.Blue box the order. 11. Void all lines on the order via “Line”.

12.FYI if there are bedding items on the order that are shipped, which means they cannot be voided and there is a discount applied to it, you will need to add a charges line for the discounts applied.

12. If you have any services that displayed as “Shipped” you will need to SRET these to create your minus that matches. Click here to see how to do this. 13.Once you voided all lines from the order, your minus at the top/centre of your page should match the order value. 14.Head back to VCS and raise your refund, if this is a finance agreement head to the Duty Manager request to request the finance agreement to be cancelled and VCS that you have sent for the agreement to be cancelled.

15.If you are raising a refund as above. 16.Add Cancellation – Full for your Action. 17.Raising Cancellation Refund for your Task. 18.Relevant reason for your Activity Reason.

Once you have cancelled your order, you will need to head to your Quick Links to send a Customer Service Retention Request form.

Customer Services Retention Requests

Here is the how to guide for the Retentions form and support in the process.

Retention Microsoft Form Help.pdf

Retention Process.pdf

Cancelling An Internet Order (888)

Internet orders fall under a law called Distant Selling Regulations, this means because the order has been placed online, they are entitled to cancel at any point and can cancel within 14 days from delivery, even if the goods have been used.

10.Blue box the order. 11. Void all lines on the order via “Line”.

12. Head back to VCS to raise your refund. 13. Add Cancellation – Full for your Action. 14.Raising Cancellation Refund for your Task. 15.Relevant reason for your Activity Reason. 16.Click Functions > Task Activity.

17.Raise your refund as per the refund guide.

Cancelling An Internet Order – Post Delivery (888)

If your customer requests a cancellation within 14 days from delivery, then you can arrange this.

• We retain a £49 collection fee which is stated within our T&CS. • If they have paid for their order, we retain it from their refund. • If they are fully financed, the customer must pay £49.

1. Head to VCS at the bottom of the page, in the centre. 2. Create new if there are no logs already on the order. 3. Head to logs and select the log reason – cancelling request > customer > relevant product > enter your VCS notes. 4. Input the contact call > Exchange > SRET raised > customer – change of circumstances > copy your VCS notes. 5. Your screen should look like below. Head to Functions > Task Activity. This will bring you to SRET wizard.

6. Select no for bedcover/tyg claim. 7. Click ‘add items’ and select the item as shown below. 8. If the customer has bedcover on the mattress, you will need to raise this as well by entering 1 to Qty to return. 9. Select OK.

10 . You will now have some steps to go through. 11. Step 2, select incorrect goods – customer, click next step. 12. On step 4, you will leave the exchange required as no and then change the Refund request to be raised to yes. 13. Click the product line (if the customer has bedcover, you will need to select the line and go through the steps again) 14. You will now be able to Confirm & Create Documents , if this doesn’t show you have missed something. Select yes to you proceed with checking pop up.

15 . You will now need to go back to the customers main order and head to your customer service tab. 16. Your SRET will be located here. 17. Select the 1 and click the drop-down menu.

18. The select line > card and the bottom of your page, to the right.

19. Ensure your SRET is open by the status bar above intake value. 20. Type collection into the No. column and press tab, add quantity and then go to the unit price incl. VAT column - 49. This will retain the £49 charge from the refund.

21. Once you’ve added the collection charge for your refund, you can Function > Release. 22. Your status will show as released and the intake value will be the figure you need to refund the customer.

23. By heading to the collections tab and “Book” 24. Book in your customers collection date. 25. They will receive a two-hour time slot the day before of their collection and a call in the morning of the date you book.

26. You will now need to head back to your VCS notes on the original order. 27. By functions > task activity enter the relevant refund details.

Remember , if there is no token available you will need to raise the refund payment method as “cash”

Locating A Timeslot

Our customers will receive a text message and email a 4 days before their delivery, getting them prepared and ready!

The afternoon before their delivery around 3pm, they will receive a SMS text & Email confirming their two- hour time slot and crew’s number. The crew will then call the customer the next day, before 10:30am to confirm their time slot.

If your customer hasn’t received their time slot call, you can call the DSC to request the crew to call them asap.

!!!Once their time slot has been advised, this cannot be changed!!!

1. Enter the main Vision menu and search for the customer’s order number.

2. Open the customer’s order.

A customer's time slot will only be available the afternoon before delivery and the day of delivery.

3. Select ‘Functions’ > ‘Warehouse’ > ‘Delivery Lines.’

4. A screen showing the delivery schedule for the order will now be displayed.

5. Head to VCS. 6. Create New if there are no historic notes, if there are head to Logs. 7. Select “Time Slot Chase” as your Log Reason. 8. “Customer” as Fault. 9. Enter your VCS notes and copy them. 10. Select relevant “Contact Call” 11. Select “No Action” as your Action.

12. Select “Information only – Close Log” as your Task. 13. Select “Progress Chase” as your Activity Reason.

Comfort Exchange Policy

Dreams offer a 100 Night Comfort Guarantee; this is where our customer may find the Mattress they chose in store or online is not the one for them.

Our Comfort Guarantee excludes:

• MTM Mattresses • Adjustable Mattresses • Any Furniture, Bed Frames, Divans, Adjustable or Ottoman Bases

A Mattress Protector must be always used from the day of their delivery & the Mattress must be in pristine condition.

Where possible, you should be trying to get the customer to use their Mattress for at least 30 days before setting up an exchange to ensure enough time has been given for the Mattress to settle.

A £95 re-delivery charge is applied to all exchange.

If our customer is reselecting to a cheaper Mattress, they receive the difference back in Dreams Vouchers, they should still be making a payment of the £95 re-delivery fee, this cannot be taken out of the voucher amount.

Our customer can only exchange once.

Any voucher refund raised must be on the original order, no refunds can be raised on an SO.

It takes 7-10 working days for our customer to receive their vouchers once the exchange has been delivered.

If you experience a call, chat or email where the customer has experienced poor service you are welcome to offer the delivery fee free of charge. You may experience the customer complain about the discomfort and how this is the stores' fault, you are welcome to offer a 50% discount on the delivery fee as goodwill.

Mattress Top Tips

My Mattress Feels Really Firm

• Mattresses may feel firmer to begin with, explain that this is completely normal & to be expected. With use, the mattress will settle and begin to soften. This is often referred to as the Settlement Period . • You can compare this to buying a new pair of shoes, you need to break them in before they start to feel comfortable. With use, the mattress should start to soften and the fillings should begin to contour to your body. • Politely suggest or advise the customer to try and test their mattress for 2-4 weeks, if their still not getting on with it, reassure them they can utilise our 100 Night Comfort Guarantee .

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