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 B.
B. The SO (Sales Order) 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 no lead time, 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 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.2 If the customer doesn’t accept the alternative, we should trigger a Request For Sourcing (RFS).
Click here to see how to raise RFS (Request for Sourcing).
C. If the customer decides to cancel the order
C.1 Marketplace
– Cancel the old PO (Purchase Order) and then old SO (Sales Order).
– Proceed refund.
C.2 Enterprise
– Cancel the old PO (Purchase Order) and then old SO (Sales Order).
D. 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.