Customer Owned Pending (COP)

Included in this article:

1. Overview
2. Product Refused at time of Delivery 
3. How TDG processes
4. Closing a COP Procedure 

1. Overview

COP (Customer Owned Pending) occur when we have an item that has not yet been in a guest’s possession and a Customer Service Order is required for inspection or repairs on the item(s). This could be due to: 

1. Guest refusing item at time of delivery due to it arriving damaged 

        a. Items stay attached to the Sales Order upon repair completion 

        b. Once repaired, the product is then redelivered to the guest 

2. The Distribution Center holds the product from delivery due to damage 

        a. The product cannot be repaired to showroom condition 

        b. Product will not be repaired in time for the scheduled delivery and reassignment is not possible (no available stock) 

• The Customer Service Order is generated to create the work order and track the progress of the item repairs within Storis 
• The difference between a COP and a COG is that a COP has never been accepted into the guest’s possession while a COG has been accepted into the guest’s home and is now coming in shop for repairs  
• We are able to track COP’s within Storis whereas COG’s do not come back into our inventory, so we are unable to track these items electronically. 
• COP and COG merchandise are handled identically once the product reaches SNL for adjudication 
• COP's are not created for the 885 region, product is simply reassigned/backordered

2. Product Refused at time of Delivery

COP's are not created for the 885 region, product is simply reassigned/backordered.

Use this procedure when creating a COP service order for 777, 888, 866, and 883 due to product being refused at the time of delivery, or being held back from the warehouse due to damages: 

1. In Storis, go to Enter a Service Order 

2. Enter Customer Code into Customer Number Field 

3. Enter the Sales Order Number into the Original Order field 

4. Enter ‘COP’ into Coordinator field 

5. Select the Merchandise tab, click the box of the item requiring service  

6. Enter the Problem Code or choose from the available list by selecting the magnifying glass 

• MFG – Manufacture 
• PPP – Extended Warranty 
• TDG – TDG Caused Damage 

7. In Add Text box, write a detailed description of the defect(s) 

           a. What is the damage? 

           b. Where is it located on the product? 

           c. How big? How many? 

           d. Your Storis ID 

8. Press OK, then press Save 

9. Update the Service Status to COP 

10. Press Save and select the Labor tab  

11. In Labor Product field enter INSPECT  

12. In Time field enter 0.5 

13. Press Save 

14. Enter charges as per standard operating procedure  

15. Press Save and select the Customer Tab 

16. Delete the Route Code and enter in one of the following in shop service codes: 

• Winnipeg (CSWUR = Upholstery / CSWCR = Casegoods) 
• Calgary (CSCUR = Upholstery / CSCCR = Casegoods) 
• Edmonton (CSEUR = Upholstery / CSECR = Casegoods) 
• Saskatoon (CSSUR = Upholstery / CSSCR = Casegoods)

17. Select the next available date in the Service Date field (Monday through Friday) 

18. Select Scheduled from the Status drop down menu 

19. Update the Next Date to the day after the scheduled repair or inspection 

20. Selection Actions > Audit Comments Log > Update Comments 

      STC – AWARE (insert item) IS BEING INSPECTED AND WE WILL CALL BACK AFTER THIS IS COMPLETED TO ADVISE OF THE RESOLUTION AND TIMELINES ASSOCIATED.  

21. Press Save 

22. Press Exit 

23. Press Save twice

3. How TDG processes

How TDG manage COP's: 

1. Item not landed 

2. CSO (COP) created 

3. Schedule CSO for inspection 

4. Review rep shop assessment 

5. If repaired – close and arrange possession dates with the guest 

6. If not repaired, but we can with parts or refinishing – Order parts and advise guest OR schedule in shop and advise guest 

7. If we cannot repair the item – advise the DC to order new item and make piece clearance and advise guest 

  
4. Closing a COP Procedure

We need to close a COP order once repairs have been completed on the defective item(s). Once in CLS status, this will allow scheduling of the Sales Order/Exchange.  

Use this procedure when closing a COP: 

1. In Storis, go to Enter a Customer Service Order 

2. Input the CSO number into the Customer Service Order field and press tab. 

3. Ensure repair is completed by viewing the Problem Code and Text to review the technician report. 

4. In the Customer tab, select any future date from the Service Date calendar. 

5. Ensure CSO is Scheduled. 

6. Select Actions and choose Convert to In-Shop Service. 

7. Save out of the CSO.  

8. Say No to prompt 

9. In Storis, go to Print an In-Shop Work Order. 

10. Input CSO number into the Service Order Number field. 

11. Press green checkered flag. 

Note: A pop up should state 1 ticket Printed. If it states 0 Tickets Printed our CSO was not scheduled properly. We would need to go back into the CSO, schedule it, then repeat the Print an In-Shop Work Order process. 

12. In Storis, go to Enter a Service Order. 

13. Input the CSO number into the Customer Service Order field and press tab. 

14. In the Merchandise tab, press Edit on the line item we want to close. 

15. Change status from COP to CLS. 

16. Respond Yes to prompt. 

17. Press Save. 

18. In Customer Tab, change Coordinator Code to CLS 

19. Update Audit Comments Log and save out of the CSO