Difference between revisions of "More to Pay - AU"
From crazysales
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:'''Updated Procedures:'''<br> | :'''Updated Procedures:'''<br> | ||
| − | ::1. Once the customer agrees to pay the amount, agent should request for a resend order in RMA form: https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform, the reason should be '''More To Pay''' and at the '''Details''' section the '''Item Price''' and '''Shipping Fee''' as well us the '''updated address''' should be stated.<br> | + | ::1. '''POSTAGE/RE-DELIVERY FEE''' - Using the customer's correct Suburb and Postcode, check the postage fee on the '''Crazysales Postage Calculator'''. Please ensure that the discounted price for an Out of Warranty Order is approved by SME/TL before offering it to the customer. Once the customer agrees to pay the amount, agent should request for a resend order in RMA form: https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform, the reason should be '''More To Pay''' and at the '''Details''' section the '''Item Price''' and '''Shipping Fee''' as well us the '''updated address''' should be stated.<br> |
::[[File:Mtp.png]]<br> | ::[[File:Mtp.png]]<br> | ||
Latest revision as of 14:53, 13 May 2023
A. New Process on More To Pay Orders (AU):
- For Resend Order for which the customer will pay for a redelivery fee (please ensure item is in stock)
- For Replacement Item for Out of Warranty Orders for which the customer will pay on a discounted price approved by SME/TL (please ensure item is in stock)
- For Resend Order for which the customer will pay for a redelivery fee (please ensure item is in stock)
- Updated Procedures:
- 1. POSTAGE/RE-DELIVERY FEE - Using the customer's correct Suburb and Postcode, check the postage fee on the Crazysales Postage Calculator. Please ensure that the discounted price for an Out of Warranty Order is approved by SME/TL before offering it to the customer. Once the customer agrees to pay the amount, agent should request for a resend order in RMA form: https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform, the reason should be More To Pay and at the Details section the Item Price and Shipping Fee as well us the updated address should be stated.
- 1. POSTAGE/RE-DELIVERY FEE - Using the customer's correct Suburb and Postcode, check the postage fee on the Crazysales Postage Calculator. Please ensure that the discounted price for an Out of Warranty Order is approved by SME/TL before offering it to the customer. Once the customer agrees to pay the amount, agent should request for a resend order in RMA form: https://docs.google.com/forms/d/e/1FAIpQLSc9GHIxasshxXztRXHm_2-vkbWU905rFdDeVwo5BaOVMGs4Zw/viewform, the reason should be More To Pay and at the Details section the Item Price and Shipping Fee as well us the updated address should be stated.
- 2. Agent should wait for the RA resend order number to appear on the original order and should send the payment procedures to the customer using the RA resend order number as the payment reference, not the Original Order ID.
- 2. Agent should wait for the RA resend order number to appear on the original order and should send the payment procedures to the customer using the RA resend order number as the payment reference, not the Original Order ID.
- 3. The RMA staff should edit the price and/or postage amount of the Resend Order accordingly based on the details provided by the requester and change the status to On Hold
- 3. The RMA staff should edit the price and/or postage amount of the Resend Order accordingly based on the details provided by the requester and change the status to On Hold
- 4. Once the payment is confirmed, the accounting or the system will automatically log the payment on the Resend Order. The System Events team will change the status to processing and notify the case owner to be able to provide updates to the customer.
- 4. Once the payment is confirmed, the accounting or the system will automatically log the payment on the Resend Order. The System Events team will change the status to processing and notify the case owner to be able to provide updates to the customer.
B. New Process on More To Pay Parts (AU)
- For cases which the customer has damaged the parts of an item ordered from us and wanted to buy replacement parts
- For Out of Warranty orders (customer bought the item from us) for which the customer wanted to buy replacement parts
- For cases which the customer has damaged the parts of an item ordered from us and wanted to buy replacement parts
- Updated Procedures:
- 1. Agent should contact Annie (Account-AU) first stating how much needs to be paid for parts on a certain Order ID so she can create an invoice
- 2. Once an invoice is created, agent should inform the customer about it and instruct how to pay.
- 3. Once the payment is confirmed, the agent should request resend parts in RMA.
