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 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.2 Initial supplier offers an alternative item, proceed to B.
B. The agent to inform CS (Customer Success)
Email example:
Hi CS Team, We are pleased to update regarding the following item below: Item: Makita DTW190RFE Cordless Impact Wrench Including Tools + Charger + Batteries Issue: Item is OOS and LT is 8 - 15 working weeks, here's the alternative item that can be offered to our customer. The price for the alternative item is higher. Below is the link FYR. https://eezee.sg/product/makita-td111dsae-5de898d6a4 Thank you!
B.1 If the Customer accepts the lead time
Inform Supplier accordingly.
B.2 If Customer accepts the alternative item.
– Ask CS (Customer Success) to raise a new SO (Sales Order) with the alternative item.
– Cancel old PO (Purchase Order) and then old SO (Sales Order).
– Process new SO (Sales Order) accordingly.
B.3 If the customer decides to cancel the order
a. Marketplace
– Cancel the old PO (Purchase Order) and then old SO (Sales Order).
– Proceed refund.
b. Enterprise
– Cancel the old PO (Purchase Order) and then old SO (Sales Order).
B.4 If the customer doesn’t want to accept the alternative & doesn’t want to cancel the order.
– Extend sourcing
– Seek BD’s assistance to negotiate with customers.