A. LF (Logistic and Fulfillment) received the damaged item in WH (Warehouse) or Customer received the damaged item. Inform the supplier that the item received is damaged, attach the proof of the damaged item, and seek an exchange. A.1 If the supplier can accept the damaged item. – Ask the supplier to arrange for an…
A. For Marketplace Order Check with the supplier if we’re able to return the item and get us a CN (Credit Note)/Refund. Note: We will refund the customer after we get the CN (Credit Note)/Refund from the Supplier. B. For Enterprise Order Check with the supplier if we’re able to return the item and get…
A. Direct Supplier and ETH A.1 Inform the supplier regarding the customer’s feedback on receiving an incorrect item.A.2 Need to liaise with the supplier to exchange the incorrect item for the correct one. a. If the supplier is able to do an exchange. The supplier has to do an exchange to the customer’s place directly…
Check another supplier for the possibility of having the same item ex-stock. A. Inform CS (Customer Success) item purchased is obsolete & check whether they want us to do some sourcing or cancel the order. E-mail example: Hi CS Team, We are pleased to update regarding the following item: Item: Shifting of 4x Fumehoods within…
A. Inform CS (Customer Success) whether they want to proceed or if they want us to continue some sourcing or cancel the order. A.1 If the customer wants to proceed – Ask CS (Customer Success) to raise a new SO (Sales Order) with an alternative item. – Cancel old PO (Purchase Order) and then old…
A. The agent to check with initial supplier. A.1 Initial Supplier has no alternative item. – Check if the customer can wait for sourcing – If yes, Proceed for sourcing. Click here to see how to raise RFS (Request for Sourcing). – After sourcing, proceed to B. A.2 Initial supplier offers an alternative item, proceed to…
A. The agent to check with initial supplier. A.1 Initial Supplier has no alternative item. – Check if the customer can wait for the lead time. – If yes, inform the supplier accordingly – If no, Proceed with sourcing. Click here to see how to raise RFS (Request for Sourcing). – After sourcing, proceed to B….
A. If LT is manageable (Range within 1 month), we can inform the CS (Customer Success) Team directly. A.1 If the Customer accepts the lead time, we can proceed with the order and update the following information as below on ERP. Notes: Agent needs to FU the lead time 1 week before lead time falls….
A. Direct Supplier Negotiate with the supplier to maintain the old pricing. A.1 If the supplier is unable to maintain the old pricing, will need to refer to escalation policy. Click here to see the Escalation Policy A.2 If the supplier can’t be negotiated. The agent needs to do some sourcing. Click here to see how…