Contact Status & Date

Included in this Article:

1. Overview
2. Important Details
3. Contact How to Update a Contact Status & Date 
4. APLPKG Process 

1. Overview

• Contact Escalation is 5 manual contact attempts over 7 days = Order in Storis is HOLD for 3 days, then flipped into CWC if not resolved during that timeline 
• APLPKG – Appliance package. Must be at least 3 kitchen appliances (Example – Fridge / stove / dishwasher, built in cooktop, hood, built in oven, etc. Can include a washer / dryer however not on their own)  
• For orders with an outstanding balance, leave order as is, the store will resolve within 24 hours. If unresolved, they will flip the order to a quote or layaway.

IMPORTANT!

When we have a guest with a balance due for all stores excluding Dryden, we would complete the following process:

      1. Call guest and advise if payment not made in full by end of day, stock will be released and order will be slipped into a quote/layaway order

      2. Update Audit Comments Log

When we have a guest with a balance due for our Dryden store, we would need to complete the following process:

      1. Flip order to location 909

      2. Go to the Payment tab and see if there is a balance due:

            a. If there is a balance, advise the guest, if payment not made in full by end of day, stock will be released and order will be slipped into a quote/layaway order 

            b. If there is no balance, proceed with normal booking processes

Note: To remove the balance due call from your Auto Dialer, set a Contact Status to Callback and a Contact Date for 3 days away. 

• Cancellation requests require a Contact Status of CANCEL for 3 days, then flipped to CWC if not resolved within that timeline. 
• Faulty orders (product) & no fit orders = CWC 
• When the guest does not want their product sooner when available, Contact Status FIRM, with a Contact Date of when they would like their order. 

Sooners Note: Has to be within 10 days of their original requested date, otherwise we will reorder their product and advise the new ATP date. 

• When a guest has an open Customer Service Order attached to their sales order, this is called a COP (Customer Owned Pending). The item cannot be delivered to the guest until the CSO has been closed, un-attaching the product from service to the order itself (SO, EXC, RES). Update the Contact Status to SVC and the Contact Date, to the day after inspection or repair which is documented in the customer tab of the CSO. 

Note: We can cancel a sales order without fees if the requested date has lapsed.

2. Important Details 

• If the guest wants product in the future, leave the order in estimated status and update the Contact Status to FIRM 
• All communication/actions on any open order requires notes left in the Audit Comments Log
• APLPKG is used when we have a guest who purchased 3 appliances and does not require them until a specific date. 
• BLANK is used when a delivery date is scheduled with the guest. No Contact Date is required.

3. How to Update a Contact Status & Date

1. Go to the Fulfillment tab on the sales order 
2. Click on Additional Fulfillment Information 
3. Click the drop down for the Contact Status and choose your selection 
4. Select the contact date based upon SOP 

4. APLPKG Process

Please use the following process when a guest adding APLPKG to our sales orders:

      1.Receive Service Desk Ticket (OOM titled Appliance package) 

      2.Add Contact status APLPKF 

      3.Add Contact date 30 days prior to delivery date if ordered, if reserved for delivery date  

      4.Move order to schedule (SCH) 

      5.Extended fulfillment timeline to 30 days if within this time and stock is at risk 

      6.Only extend original date by 30 days   

Note: If a Store gets approval from another Store Manager, we can re-assign stock from one appliance order to another