Incorrect Goods
Incorrect goods is an option on VCS and can be used for multiple reasons.
• Store ordered the wrong product • Customer ordered the wrong product • DSC delivered the wrong product • Supplier delivered us the wrong product
When VCSing the fault, please ensure you use the correct reason. When it comes to the wrong product being delivered and it is a special, ensure you are checking with the customer what it says on the packaging, it is the supplier's fault if the packaging states the correct item but the product inside is wrong.
Correct the issue with the customer by arranging a direct replacement exchange/SRET on vision, do not add the item the customer received via not on order to your SRET.
You will experience calls where the customer advises the store ordered them the incorrect goods, it is best for you to get the store to contact the customer to discuss further, as you weren’t there at point of sale it is difficult to make comments on how the conversation went.
If the store accept liability and there is an additional cost, the store are welcome to help cover some of these costs. If there is a large additional sum we can use our CS discount to help the store, however the customer should be paying some extra as they will ultimately be receiving the correct goods and didn’t pay the correct price originally.
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