Check with the supplier the reason why the item hasn’t arrived yet.
If the supplier mentions there is a delay for some reason, The agent to check with the Supplier if the order is cancellable.
A. Order is cancellable.
The agent to inform CS (Customer Success) that the item is delayed due to some reason and whether the customer is willing to wait and give the agent more time to do some sourcing or cancel the order.
A.1 If the customer is willing to wait on the longer lead time.
The agent to continue proceed with the order.
A.2 If the customer needs us to do some sourcing
Click here to see how to raise RFS (Request for Sourcing).
A.3 If the customer wants to cancel the order
– Inform the supplier to cancel the order.
– Cancel the PO (Purchase Order) and then SO (Sales Order) on ERP.
B. Order is uncancellable.
The agent to inform CS (Customer Success) that the item is delayed due to some reasons and whether the customer is willing to wait on the lead time.
B.1 If the customer is willing to wait on the longer lead time
The agent to continue proceeding with the order.
B.2 If the customer is not willing to wait on the lead time and insists on canceling the order.
The agent to get a higher level of advice.