Guest Care Resolutions

Guest to Pay

Included in this article:

Overview
Payment Portals
Taxes by Region
Guest Wanting to Pay for Parts Procedure
Ordering Parts for Guest to Pay Procedure
Guest to pay for Labor Procedure

1. Overview

There are situations in which damages can occur to a guest’s products, that is not covered through their manufacture or PPP warranties. In these situations, TDG will order parts at the guest’s cost, for customers who have purchased their items through TDG and will offer labor services for those guests, should they want to pay for the additional service. If they are not a guest of TDG, we will direct them to their selling location for further assistance on their concern.

Parts will need to be prepaid prior to being placed on order through Storis and our vendors. The guest is able to make their part payment online via our payment portal. The funds will reflect on the guests account within the next business day, at which point, the parts can then be placed on order.

Costs for Guest to pay service are:

· Cores $75 each

· Cut Wood $25 per piece

· Parts (minimum charge of $30)

· Labor ($75 hourly, billed in hour increments)

Note: We will order parts at guest cost for non-warrantable concerns, however the guest will have to prepay for labor, should they want TDG to install. Labor times can be provided by the original technician inspection or through TDG's Virtual Technician. Additionally, we can review standard labor times via Knowledge: https://5p1592.acquire.io/kb/knowledge-base-default/guest-care-resolutions/standard-labor-repair-times

For TDG to offer its labor services, at a cost, the following requirements need to be met:

· Guest needs to live within the service radios (within a TDG repair route code)

· Item needs to be purchased through TDG

· Repair charges are $75.00 hourly (have to be billed in hourly increments), and have to be prepaid, prior to the service being scheduled for repair

2. Payment Portals

Dufresne Payment Portal: https://dufresne.ca/pages/onlinepayment

Ashley Payment Portal: https://ashleyhomestore.ca/pages/onlinepayment

3. Taxes by Region

When a guest is purchasing parts, we need to ensure the correct sales tax is being applied to their part order cost. Below is a list of sales taxes by region.

· Ontario - 13%

· Manitoba - 12%

· Alberta - 5%

· Saskatchewan - 11%

4. Guest Wanting to Pay for Parts Procedure

When a guest has a non warrantable concern, on a piece they purchased from TDG. and would like to pay for parts, please complete the following process:

1. Go to, Enter a Service Order screen

2. Press the green add icon to generate a Customer Service Order number

3. Enter the Customer Code into the Customer Number field

4. Enter the sales order into the Original Order field

5. Select the Merchandise tab

6. Click the box of the defective item that requires the part order / service

7. Enter the CST into the Problem Code field

8. In the Add Text field enter the following details:

a. Defect

b. Part number

c. Part cost

d. Serial number

e. Your Storis ID

9. Press the green checkmark

10. Press Save

11. Enter CC into the Service Status field

12. Press Save

13. Review parts cost and availability through Ashley Direct (if this pertains to another vendor, log a parts ticket for cost and availability)

14. Email the guest the payment portal, advise them of the cost with taxes

a. Dufresne Payment Portal https://dufresne.ca/pages/onlinepayment

b. Ashley Payment Portal https://ashleyhomestore.ca/pages/onlinepayment

15. In the Customer tab, enter CCUS into the Coordinator Code field

16. Set the Next Contact for 2 business days away

17. Update the Audit Comments Log

GUEST WOULD LIKE TO PURCHASE PARTS AT THEIR COST. THEY WOULD LIKE TO ORDER (insert part). INFORMED GUEST PART COST WITH
TAXES IS (enter cost). EMAILED GUEST THE PAYMENT PORTAL. INFORMED WE WOULD ORDER PARTS ONCE PAYMENT HAS BEEN RECEIVED.

18. Save out of the CSO

5. Ordering Parts for Guest to Pay Procedure

Use this process when a guests has prepaid for their parts request:

1. Open the Customer Service Order

2. Review the CSO to determine what part is being ordered, and if the correct amount of payment was made

3. Go to the Parts tab

4. Select the line item requiring the part order from the Linked Service Line dropdown menu

5. Enter the parts code into the Part Product field

Example: Part Code = Vendor Code + "PTS". Therefore Ashley Furniture sold through AFI = AFHSPTS

6. Enter the number of parts we are ordering in the Quantity field

7. Enter the cost (prior to tax) for the parts

8. Press Save

9. If prompted, say No

10. Do one of the following:

a. If this is an Ashley Furniture Part Order

i. Option 1 – enter part number

ii. Option 2 – enter the part description

iii. Option 3 – select the blue box and choose the product defect we are ordering the part for

iv. Option 4 – enter the serial number

v. Option 5 – Select the blue box and choose Customer

vi. Option 6 – N/A

vii. Option 7 – this is only needed if we are re-ordering a part due to arriving damaged or being lost in transit

b. If this is a non-Ashley Furniture part order

i. In the Special Order Detail Information box, enter what part we are order and why

ii. Include charge comments (Customer – Customer prepaid)

iii. Enter the Log Date (date the issue was reported to TDG)

iv. Enter your Storis ID

11. Press Save

12. Select Default from the Ship From dropdown (Ashley Furniture Part orders only). Press Save

13. Choose C - Customer from the Responsibility Type dropdown menu

14. Press Save

15. Update Service Status to PTS in the Merchandise tab

16. Update the Coordinator Code to PART in the Customer tab

17. Contact guest, advise payment received, and we will contact in two weeks with updated ETA

18. Update Last Contact to today's date

19. Update Next Contact to 2 weeks away

20. Update the Audit Comments Log > Actions > Audit Comments Log > Update Comments

CALLED GUEST, ADVISED PAYMENT RECIEVED. INFORMED PARTS TAKE 2-4 WEEKS TO ARRIVE, AND WE WILL CALLBACK IN TWO WEEKS

WITH UPDATED ETA.

6. Guest to Pay for Labor Procedure

Use this procedure when a guest is requiring labor on a item they purchased through TDG, that has either ran out of warranty coverage, or is not a warrantable concern through the manufacture or PPP warranty programs:

1. Go into the Customer Service Order

2. Determine the amount of labor required by:

a. Technician Report

b. Virtual Technician Assessment

c. Viewing the Standard Repair Times on Knowledge

Link: https://5p1592.acquire.io/kb/knowledge-base-default/guest-care-resolutions/standard-labor-repair-times

3. Select the Labor tab

4. Enter GUESTPAY into the Labor Product field

5. Enter the amount of labor required into the Labor Time field

a. Labor can only be completed in hourly increments, for guest to pay situations

6. Press Save

7. Select C - Customer from the Responsibility Type drop down menu