Scheduling a TDG Delivery

Included in this article:

1. Overview
2. Scheduling a Delivery Procedure
3. Important Considerations
4. Scripting for Chosen Delivery Service 
5. Cancel Policy Scripting  
6. Dryden 

1. Overview

Our guests can book their deliveries via SMS or through contacting our Guest Care department. All stock has to be in for us to arrange movement of the pieces by scheduling deliveries, pick-ups and transfers. 

2. Scheduling a Delivery Procedure

Use this procedure when you are wanting to schedule a delivery date with our guests:

1. Go into the order 

2. Determine the guest’s possession method: 

      a. A Delivery (Drop Ship Prime, Room of Choice, or White Glove) 

      b. A Distribution Center pick up 

      c. A transfer needed for a slip seat location 

3. In the Merchandise tab ensure all items are in stock at the local distribution center 

4. In Payment tab, ensure there is a zero balance on the order 

5. Go to Fulfillment tab 

Note: If this is a Dryden guest, we need to ensure the correct fulfillment location is being selected. If the product is in 909, change the Fulfillment location to 888. If the product is in 888, we can leave the location as is.

6. Click Date calendar for a list of available dates for that guest’s route code  

       a. Drop Ship Prime guests are not eligible for weekend deliveries 

7. Advise guest of dates available and, select the date you and the guest agreed upon 

8. Change Status from ‘Estimated’ to Scheduled

9. Select Additional Fulfillment Information’ 

10. Update Contact Status to BLANK

11. Press Save

12. Select Actions and choose Audit Comments Log > Update Comments 

      STC – BOOKED DELIVERY FOR (INSERT DATE) 

      CONFIRMED SERVICE ADDRESS 

      ADVISED CANCEL POLICY 

13. Press Save

14. Press Exit

15. Save out of the order 

3. Important Considerations:

• Did we confirm the guests Shipping Address? 
• Did we advise the guest of TDG's cancel policy (48 Hours)? Sample Scripting below!
• Did we review what items were coming out for delivery? What was not coming? 
• Did we confirm their delivery service (Drop Ship Prime, Room of Choice, or White Glove) and what to expect during that delivery experience? Examples included below!
• Did we review to ensure no balance is owing on the Sales Order?

4. Scripting for Chosen Delivery Service

Use the following scripting examples when informing our guests what to expect on their delivery date, based upon the service chosen:

What to expect with our delivery service - Drop Ship Prime  

• When you choose our Drop Ship Prime delivery service, you can expect to receive your items in their manufacture packaging, which will be left outside of your front door, driveway, front porch, or garage. For a condo or apartment building, this would be left inside the front lobby or a designated loading area. 
• This service is available weekdays, Monday through Friday. No evenings or weekends.
• Patio furniture is only offered with this option

What to expect with our delivery service - Room of Choice 

• When you choose our Room of Choice delivery service, you can expect to receive your product in its manufacture packaging, which will be brought into your home, to the room of your choice. 
• This service is only offered for appliances or mattresses - Furniture is not eligible
• The product will be unboxed and placed into the required position within the home with the garbage taken away by our drive team. 
• There is no assembly available with this selected delivery service, however, with additional fee’s, we can offer you a reposition or removal of old product services.  
• This delivery service is offered weekdays and weekends.  

What to expect with our delivery service - White Glove scripting: 

• Great choice in selecting our White Glove delivery service! You can expect our drive team bringing the product into your home, to the appropriate room and placing into its destination. Our team will assemble all products (no installing of appliances) and remove all garbage from the home. This service also offers a reposition or removal of old for like items. By the time we are done, you should be able to start enjoying your new product!
   
• I see you have selected our White Glove delivery service, and I can see why, as this service offers it all! You can expect our drive team bringing the product into your home, to the appropriate room and placing into its final destination. Our team will assemble all products (no installing of appliances) and remove all garbage from the home. This service also offers a reposition or removal of old for like items. By the time we are done, we hope to see you already enjoying your new product(s)!   

5. Cancel Policy Scripting

Use the following scripting examples when informing our guests of TDG's Delivery Cancellation Policy: 

• Please be aware, as an organization, we take pride in the delivery services we offer our guests. Due to the measures, we have in place to ensure we bring your item to your home in a showroom condition, we request 48 hours’ notice should you need to cancel or reschedule your delivery date to avoid possible rebooking fee’s.  
• We understand that life can change quickly, should something arise, and you need to cancel or reschedule your delivery date, we ask for 48 hours’ notice, to avoid any possible rebooking fee’s.   

6. Dryden

When booking a Dryden delivery, please remember to adjust the Fulfillment location as per below:

Delivery – Product in 909

- At time of scheduling, change fulfillment from 909 to 888

- If product fails to land, it will be returned on the evening return slip seat truck

Delivery – Product in 888

- At time of scheduling, Fulfilment location is not changed (leave as 888)

- If product fails to land, it will be returned to 888 on the evening return slip seat

Basically… any delivery in Dryden needs to show 888 when scheduled – if we do not change to 888 then the product will not be pulled into PAI to be routed for delivery. 

Updated: January 2023