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 to raise RFS (Request for Sourcing Tools).
a. Same Item found.
– Inform CS (Customer Success) that we’ll continue to proceed with the order.
– Edit supplier details on PO (Purchase Order) in the ERP.
– Proceed SO (Sales Order) accordingly.
b. Alternative item within the same price range found and 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 SO (Sales Order) on ERP.
– Process new SO (Sales Order) accordingly.
c. If IS (Inside Sales) Team can’t find an alternative item within the same price range. The agent will need to:
c.1 For Enterprise Customer:
– Seek RFPM (Request for Price Match) Approval from Yasmeen by providing GP (Gross Profit).
– Once approved, proceed accordingly.
c.2 For Marketplace Customer:
– Inform CS (Customer Success) that we’re unable to offer. CS (Customer Success) to check with the customer for order cancellation or the customer to top up.
B. ETH Supplier
Inform CS (Customer Success) whether they want to proceed with items with higher prices otherwise, we will need to source for alternatives with a similar price range.
B.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 SO (Sales Order).
– Process new SO (Sales Order) accordingly.
B.2 If the customer wants us to continue doing some sourcing
Click here to see how to raise RFS (Request for Sourcing Tools).
B.3 If the customer decides to cancel the order
Cancel the PO (Purchase Order) to Supplier & cancel the PO (Purchase Order) then SO (Sales Order) on ERP.
B.4 If the customer doesn’t want to accept the new price & alternative item offered
a. Enterprise Customer:
– Seek RFPM (Request for Price Match) Approval from Yasmeen by providing GP (Gross Profit).
– Once approved, proceed accordingly.
b. Marketplace Customer:
CS (Customer Success) to request the customer to cancel the order and refund.