Managing Orders when Product arrives late with an ATP Date (Broken Promise)

Included in this article:

1. Overview
2. Broken Promise Procedure

1. Overview

A product is considered a broken promise when the item(s) have an ATP date past the original delivery/pick up date. 

2. Broken Promise Procedure

Use the following procedure when product arrives late, with an ATP date:

         1. Access the order in Storis. 

         2. In the sales order, click the Merchandise tab. 

         3. Review the ATP date  

         4. Contact the guest to provide ATP date  

                a. If the guest is not home, and a voicemail is available, use the following script. Continue to step 5.  

• Good (insert morning/afternoon/evening), this is (insert name) calling from (insert Brand). We are calling to let you know that your merchandise is not expected to arrive in time. Your merchandise is expected to arrive on (insert weeks). Once your item has arrived, we will contact you to arrange possession. Please call us at 1-800-737-3233 if you have any further questions. Thank you and enjoy your day!

                 b. If the guest is home, use the following script. Continue to step 5.  

• Good (insert morning/afternoon/evening), this is (insert name) calling from (insert brand). We are calling to let you know that your merchandise is not expected to arrive in time. Your merchandise is expected to arrive on (insert weeks). Once we receive the item, we will contact you to make arrangements for possession. Is there anything else I can assist you with today?

          5. Update the fulfillment date to reflect current ATP date.

Note: If the order is a Pickup, inform the guest that we will contact them once the product arrives.  

           6. In the Customer tab of the sales order, click Actions and select Update Contact Status and Date. The Update Contact Status and Date screen displays. Do one of the following:  

                  a. If left message  

                              i. Set contact status code to CALLBK  

                              ii. Enter LMSG TO ADVISE MERCHANDISE EXPECTED LATE into the Audit Comments Log.  

                  b. If spoke with guest  

                              i. Set Contact Status to NONE 

                              ii. Enter ADVISED GUEST OF DELAYED PRODUCT, PROVIDED (insert weeks) AS NEW ARRIVAL PERIOD. IN STORIS, ATP SHOWS (insert ATP date) into the Audit Comments