Raising DHD Replacements
When it comes to DHD replacements, there are several ways to go about this depending on the circumstances: • If goods are faulty, damaged or has missing parts + the supplier is at fault & the customer wants a direct replacement, you only need to raise a BAS form to get the goods replaced. • If goods are faulty or damaged or has missing parts + the supplier is at fault & the customer wants a different item, then a SRET and SO must be raised with a BAS form confirming the collection of old item + what the customers new item is (including STKPOs of both old item and new item). • If goods are faulty, damaged or has missing parts + the customer is at fault & only some parts need replacing, you will need to raise a chargeable parts order to replace any parts. If it’s a full replacement required or a different DHD bed from the same supplier, then a SRET and SO must be raised with a BAS form confirming the collection of old item + what the customers new item is (including STKPOs of both old item and new item). The value of the SRET must be zeroed as we do not offer free replacement beds where the customer has caused the fault or damage.
DHD Collections
If a customer requires a collection whether it’s a collection and cancellation or a collection and replacement, the collection must be done by the supplier. DO NOT AGREE THAT DREAMS WILL COLLECT.
Any collection raised for a Dreams collection will be cancelled and you will be asked to re-raise it correctly.
Ensure you raise a DHD SRET and send a BAS form to the supplier advising
DHD Key Notes
• Always check who the supplier is.
• Always check if items have been delivered.
• Always inform customers of the correct procedure for each supplier. • DHD does not offer any disposal services, please do not offer this.
• Do not leave an outstanding balance on an order.
• Do not book a delivery for a DHD order.
• Do not inform a customer of the PO receipt date, always ignore this date.
• Do not agree for customer to have goods delivered to store.
• Do not agree for customer to have a weekend delivery- Monday-Friday only.
• Do not arrange for a DSC to collect DHD goods.
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