Difference between revisions of "GUIDES ON CONTACTING PURCHASERS/TECHNICAL"

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 +
'''TABLE 1. FOR ITEMS COMING FROM OUR WAREHOUSE'''
 +
 
{| class="wikitable"
 
{| class="wikitable"
 
|-  
 
|-  
−
! style="background:BLACK" colspan="3" | <span style="color:#FFFFFF">'''ITEM-RELATED CASES THAT NEED TO BE FORWARDED TO PURCHASERS & TECHNICAL'''</span>
+
! style="background:BLACK" colspan="3" | <span style="color:#FFFFFF">'''WAREHOUSE ITEMS: ITEM-RELATED CASES THAT NEED TO BE FORWARDED TO PURCHASERS & TECHNICAL'''</span>
 
|-
 
|-
 
! style="background:Gray"| '''TYPE'''
 
! style="background:Gray"| '''TYPE'''
 
! style="background:Gray"| '''SCENARIO'''
 
! style="background:Gray"| '''SCENARIO'''
 +
! style="background:Gray"| '''FORWARD TO TECHNICAL TEAM'''
 
|-
 
|-
 
! scope="row"|Product Inquiry
 
! scope="row"|Product Inquiry
 
|style=|- To get any information not provided on the listing page and product catalog FAQ's
 
|style=|- To get any information not provided on the listing page and product catalog FAQ's
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Damaged
 
! scope="row"|Damaged
 
|style=|- Item DOA (to improve packaging)
 
|style=|- Item DOA (to improve packaging)
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Package related concerns
 
! scope="row"|Package related concerns
 
|style=|- Damaged packaging  
 
|style=|- Damaged packaging  
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Faulty
 
! scope="row"|Faulty
 
|style=|- Faulty Items (functionality)<br/>
 
|style=|- Faulty Items (functionality)<br/>
 
- Defective Items (physical defects/damages)
 
- Defective Items (physical defects/damages)
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Safety Hazard
 
! scope="row"|Safety Hazard
 
|style=|- See [[SAFETY HAZARD]]<br/>
 
|style=|- See [[SAFETY HAZARD]]<br/>
 
- Coordinate with team leader and technical team
 
- Coordinate with team leader and technical team
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Not as Described
 
! scope="row"|Not as Described
 
|style=|- Specified on the listing but contrary to the actual item received
 
|style=|- Specified on the listing but contrary to the actual item received
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Quality Issues
 
! scope="row"|Quality Issues
 
|style=|- Defects, deficiencies, or significant variations in the final product's expected performance or appearance.
 
|style=|- Defects, deficiencies, or significant variations in the final product's expected performance or appearance.
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Missing Part/s
 
! scope="row"|Missing Part/s
 
|style=|- Confirmed missing part<br/>
 
|style=|- Confirmed missing part<br/>
 
- Wrong part
 
- Wrong part
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Listing Issue/Error
 
! scope="row"|Listing Issue/Error
 
|style=|- Confirmed wrong listing information (Website vs Actual)<br/>
 
|style=|- Confirmed wrong listing information (Website vs Actual)<br/>
 
- Lack of significant information / specification that is vital for product usage
 
- Lack of significant information / specification that is vital for product usage
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|Item Restocking
 
! scope="row"|Item Restocking
 
|style=|- Confirming when will the item back in stock for non-discontinued items
 
|style=|- Confirming when will the item back in stock for non-discontinued items
 +
!scope="row"|YES
 
|-
 
|-
 
! scope="row"|No Manual
 
! scope="row"|No Manual
 
|style=|- If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page
 
|style=|- If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page
 +
!scope="row"|YES
 
|}
 
|}
  
  
 
'''NOTES: EXEMPTIONS'''  
 
'''NOTES: EXEMPTIONS'''  
−
* All cases/concerns for drop-ship items from China ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing.
+
* All cases/concerns for CN dropship items ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing. See Table 3.
−
*All cases/concerns for local / Vincent Fang items should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and forwarded to VFANG Team.
+
*All cases/concerns for local / Vincent Fang items should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and forwarded to VFANG Team. See [[Local (Vincent Fang) Items]].
−
 
+
  
  
  
 +
'''TABLE 2. FOR ITEMS COMING FROM OUR WAREHOUSE'''
  
 
{| class="wikitable"
 
{| class="wikitable"
 
|-  
 
|-  
−
! style="background:IndianRed" colspan="3" | <span style="color:#FFFFFF">'''NON-ITEM RELATED CASES THAT DO NOT NEED TO BE FORWARDED TO PURCHASERS / TECHNICAL'''</span>
+
! style="background:IndianRed" colspan="3" | <span style="color:#FFFFFF">'''WAREHOUSE ITEMS: NON-ITEM RELATED CASES THAT DO NOT NEED TO BE FORWARDED TO PURCHASERS / TECHNICAL'''</span>
 
|-
 
|-
 
! style="background:FireBrick"| '''TYPE'''
 
! style="background:FireBrick"| '''TYPE'''
 
! style="background:FireBrick"| '''SCENARIO'''
 
! style="background:FireBrick"| '''SCENARIO'''
 +
! style="background:FireBrick"| '''FORWARD TO TECHNICAL TEAM'''
 
|-
 
|-
 
! scope="row"|Courier / Delivery Issues  
 
! scope="row"|Courier / Delivery Issues  
Line 68: Line 83:
 
- Overweight / Oversize Parcels<br/>
 
- Overweight / Oversize Parcels<br/>
 
- Outside Courier's Serviceable Area<br/>
 
- Outside Courier's Serviceable Area<br/>
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|Wrong Item
 
! scope="row"|Wrong Item
 
|style=|- Wrong kitting part delivered<br/>
 
|style=|- Wrong kitting part delivered<br/>
 
- Wrong unit or SKU received
 
- Wrong unit or SKU received
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|Out of Stock
 
! scope="row"|Out of Stock
 
|style=|- Warehouse confirmed item is out of stock
 
|style=|- Warehouse confirmed item is out of stock
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|Change of Mind
 
! scope="row"|Change of Mind
Line 80: Line 98:
 
- Customer ordered by mistake, item did not fit requirements<br/>
 
- Customer ordered by mistake, item did not fit requirements<br/>
 
- Item was RTS due to wrong address / failed attempted delivery and customer asked for refund
 
- Item was RTS due to wrong address / failed attempted delivery and customer asked for refund
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|Cancel Order
 
! scope="row"|Cancel Order
Line 86: Line 105:
 
- Non-deliverable (customer has no alternative address)<br/>
 
- Non-deliverable (customer has no alternative address)<br/>
 
- Postage issues (customer not willing to pay shortfall)<br/>
 
- Postage issues (customer not willing to pay shortfall)<br/>
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|Dispatch Error
 
! scope="row"|Dispatch Error
 
|style=|- Warehouse confirmed item not sent
 
|style=|- Warehouse confirmed item not sent
−
|- Missing quantity for multiple item orders (not sent)
+
- Missing quantity for multiple item orders (not sent)
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|Non-deliverable
 
! scope="row"|Non-deliverable
 
|style=|- Warehouse or courier confirmed item cannot be delivered to customer's location
 
|style=|- Warehouse or courier confirmed item cannot be delivered to customer's location
 +
!scope="row"|NO
 
|-
 
|-
 
! scope="row"|RTS (More to Pay)
 
! scope="row"|RTS (More to Pay)
 
|style=|- Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot
 
|style=|- Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot
 +
!scope="row"|NO
 
|}
 
|}
−
 
  
  
 
'''NOTES: EXEMPTIONS'''  
 
'''NOTES: EXEMPTIONS'''  
−
* All cases/concerns for drop-ship items from China ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing.
+
* All cases/concerns for CN dropship items ( Steve, Sarya, Skye, Kenny ) should be coordinated with the purchasers except when cancelling an order that is not yet exported for label printing. See Table 3.
−
*All cases/concerns for local / Vincent Fang items should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and forwarded to VFANG Team.
+
*All cases/concerns for local / Vincent Fang items should be immediately added to the form https://docs.google.com/forms/d/e/1FAIpQLSdXsP75IQKPcyq5y8ZHBtr4j3Ebo1_53QPCpGrHSnJC72uccA/viewform and forwarded to VFANG Team. See [[Local (Vincent Fang) Items]].
  
  
 +
'''TABLE 3. FOR CN DROPSHIP ITEMS'''
  
−
Approved by: Arthur Mataya Jr., Assistant Operations Manager (Aug-10-2021)
+
{| class="wikitable"
 +
|-
 +
! style="background:BLACK" colspan="3" | <span style="color:#FFFFFF">'''CN DROPSHIP ITEMS: CASES THAT NEED TO BE FORWARDED TO PURCHASERS'''</span>
 +
|-
 +
! style="background:Gray"| '''TYPE'''
 +
! style="background:Gray"| '''SCENARIO'''
 +
! style="background:Gray"| '''FORWARD TO TECHNICAL TEAM'''
 +
|-
 +
! scope="row"|Product Inquiry
 +
|style=|- To get any information not provided on the listing page and product catalog FAQ's
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Damaged
 +
|style=|- Item DOA (to improve packaging)
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Package related concerns
 +
|style=|- Damaged packaging
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Faulty
 +
|style=|- Faulty Items (functionality)<br/>
 +
- Defective Items (physical defects/damages)
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Safety Hazard
 +
|style=|- See [[SAFETY HAZARD]]<br/>
 +
- Coordinate with team leader and technical team
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Not as Described
 +
|style=|- Specified on the listing but contrary to the actual item received
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Quality Issues
 +
|style=|- Defects, deficiencies, or significant variations in the final product's expected performance or appearance.
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Missing Part/s
 +
|style=|- Confirmed missing part<br/>
 +
- Wrong part
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Listing Issue/Error
 +
|style=|- Confirmed wrong listing information (Website vs Actual)<br/>
 +
- Lack of significant information / specification that is vital for product usage
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Item Restocking
 +
|style=|- Confirming when will the item back in stock for non-discontinued items
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|No Manual
 +
|style=|- If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Courier / Delivery Issues
 +
|style=|- Delivered to Wrong Address<br/>
 +
- Lost in Transit<br/>
 +
- Delayed Deliveries<br/>
 +
- Item Not Received<br/>
 +
- Short/Partial Delivery<br/>
 +
- Overweight / Oversize Parcels<br/>
 +
- Outside Courier's Serviceable Area<br/>
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Wrong Item
 +
|style=|- Wrong kitting part delivered<br/>
 +
- Wrong unit or SKU received
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Out of Stock
 +
|style=|- Warehouse confirmed item is out of stock
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Change of Mind
 +
|style=|- Order sent but customer cancelled / refused / did not like it<br/>
 +
- Customer ordered by mistake, item did not fit requirements<br/>
 +
- Item was RTS due to wrong address / failed attempted delivery and customer asked for refund
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|Cancel Order After Label Printed
 +
|style=|- Customer requested to cancel the order after it was exported for label printing<br/>
 +
- Status is 'Sent' but tracking website shows that item is not yet collected and customer wants to cancel<br/>
 +
!scope="row"|YES
 +
|-
 +
! scope="row"|RTS (More to Pay)
 +
|style=|- Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot
 +
!scope="row"|YES
 +
|}

Latest revision as of 22:06, 1 September 2024

TABLE 1. FOR ITEMS COMING FROM OUR WAREHOUSE

WAREHOUSE ITEMS: ITEM-RELATED CASES THAT NEED TO BE FORWARDED TO PURCHASERS & TECHNICAL
TYPE SCENARIO FORWARD TO TECHNICAL TEAM
Product Inquiry - To get any information not provided on the listing page and product catalog FAQ's YES
Damaged - Item DOA (to improve packaging) YES
Package related concerns - Damaged packaging YES
Faulty - Faulty Items (functionality)

- Defective Items (physical defects/damages)

YES
Safety Hazard - See SAFETY HAZARD

- Coordinate with team leader and technical team

YES
Not as Described - Specified on the listing but contrary to the actual item received YES
Quality Issues - Defects, deficiencies, or significant variations in the final product's expected performance or appearance. YES
Missing Part/s - Confirmed missing part

- Wrong part

YES
Listing Issue/Error - Confirmed wrong listing information (Website vs Actual)

- Lack of significant information / specification that is vital for product usage

YES
Item Restocking - Confirming when will the item back in stock for non-discontinued items YES
No Manual - If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page YES


NOTES: EXEMPTIONS


TABLE 2. FOR ITEMS COMING FROM OUR WAREHOUSE

WAREHOUSE ITEMS: NON-ITEM RELATED CASES THAT DO NOT NEED TO BE FORWARDED TO PURCHASERS / TECHNICAL
TYPE SCENARIO FORWARD TO TECHNICAL TEAM
Courier / Delivery Issues - Delivered to Wrong Address

- Lost in Transit
- Delayed Deliveries
- Item Not Received
- Short/Partial Delivery
- Overweight / Oversize Parcels
- Outside Courier's Serviceable Area

 NO
Wrong Item - Wrong kitting part delivered

- Wrong unit or SKU received

NO
Out of Stock - Warehouse confirmed item is out of stock NO
Change of Mind - Order sent but customer cancelled / refused / did not like it

- Customer ordered by mistake, item did not fit requirements
- Item was RTS due to wrong address / failed attempted delivery and customer asked for refund

NO
Cancel Order - Customer requested to cancel prior to sending out

- Status is 'Sent' but warehouse confirmed not sent and customer wants to cancel
- Non-deliverable (customer has no alternative address)
- Postage issues (customer not willing to pay shortfall)

 NO
Dispatch Error - Warehouse confirmed item not sent

- Missing quantity for multiple item orders (not sent)

NO
Non-deliverable - Warehouse or courier confirmed item cannot be delivered to customer's location NO
RTS (More to Pay) - Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot NO


NOTES: EXEMPTIONS


TABLE 3. FOR CN DROPSHIP ITEMS

CN DROPSHIP ITEMS: CASES THAT NEED TO BE FORWARDED TO PURCHASERS
TYPE SCENARIO FORWARD TO TECHNICAL TEAM
Product Inquiry - To get any information not provided on the listing page and product catalog FAQ's YES
Damaged - Item DOA (to improve packaging) YES
Package related concerns - Damaged packaging YES
Faulty - Faulty Items (functionality)

- Defective Items (physical defects/damages)

YES
Safety Hazard - See SAFETY HAZARD

- Coordinate with team leader and technical team

YES
Not as Described - Specified on the listing but contrary to the actual item received YES
Quality Issues - Defects, deficiencies, or significant variations in the final product's expected performance or appearance. YES
Missing Part/s - Confirmed missing part

- Wrong part

YES
Listing Issue/Error - Confirmed wrong listing information (Website vs Actual)

- Lack of significant information / specification that is vital for product usage

YES
Item Restocking - Confirming when will the item back in stock for non-discontinued items YES
No Manual - If manual is missing from the package, no soft copy of manual in FAQ's, Manual index or listing page YES
Courier / Delivery Issues - Delivered to Wrong Address

- Lost in Transit
- Delayed Deliveries
- Item Not Received
- Short/Partial Delivery
- Overweight / Oversize Parcels
- Outside Courier's Serviceable Area

 YES
Wrong Item - Wrong kitting part delivered

- Wrong unit or SKU received

YES
Out of Stock - Warehouse confirmed item is out of stock YES
Change of Mind - Order sent but customer cancelled / refused / did not like it

- Customer ordered by mistake, item did not fit requirements
- Item was RTS due to wrong address / failed attempted delivery and customer asked for refund

YES
Cancel Order After Label Printed - Customer requested to cancel the order after it was exported for label printing

- Status is 'Sent' but tracking website shows that item is not yet collected and customer wants to cancel

 YES
RTS (More to Pay) - Item RTS due to wrong/incomplete address, failed attempted delivery, not collected from Post Office / Depot YES
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