How to amend DHD orders
• The most important rule of amending a DHD order is ALWAYS CHECK TO SEE IF AN ITEM YOU ARE AMENDING HAS BEEN DELIVERED (this will save you bags loads of hassle in the future).
1. Inform the customer this will alter their delivery date.
VCS
2.
Add or remove products
3.
Customer
4.
Product they are removing
5.
6. Leave notes explaining what customer is removing and what they are adding
Incoming Call
7.
Order amendment
8.
9. Order amended 10. Add additional products 11. Copy notes from above 12. Function 13. Task Activity 14. Blue box 15. Add on new products to the order 16. Void the products they no longer want & make sure you only void the products they no longer want. 17. Email Supplier which can be found on the DHD contact page 18. Include STKPO & Dreams order number in subject box, in the email include STKPO, copy each product description of what they are cancelling including quantity of products 19. Inform them of the new STKPO (if they have amended to the same supplier) and what the new product descriptions they have ordered 20. Take the balance for the goods if needs be 21. NEVER LEAVE AN OUTSTANDING BALANCE ON A DHD ORDER
How to handle faulty/damaged goods & request
parts
If the customer is at fault, we can raise on a parts order, you would need to use the supplier (e.g Wiemann/scan house replacement parts code), and make sure we get the cost from the direct home delivery team or supplier for the part, include detail in the MTM comments and the supplier comments box. (ALWAYS ADD VAT TO THE COST GIVEN BY A SUPPLIER)
If the supplier is at fault, this needs to be logged through a BAS request; Scan House must know parts numbers, the more information the better and always obtain photos of fault/damage where possible.
Photos can be attached to BAS forms or emailed separately to the supplier.
Faulty/damaged goods must be reported within the first year of delivery – after this, the customer must either pay for replacements or parts or pay for their own inspection. DO NOT raise a BAS form asking for good will gesture parts on orders over a year old, these will be rejected.
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