KB: How To: Premiums 

A premium order is any online or in store order placed on a premium service; Next Day Delivery, Choose Your Day Delivery or Sunday Delivery.

If an order misses the premium cut off or if the order is not despatched on time to be delivered when expected, this will flag on our system as a ‘Non-Despatch Premium’. 

If an online order placed on a premium service is allocated to a store, this will also flag on our system as the product will then be sent via one of our Standard Delivery services. This will flag on our system as a ‘Internet Premium Store Despatch’. 

If an in store order placed on a premium service is allocated to a store, this again will flag on our system as the product(s) will also be sent via one of our Standard Delivery services. This will flag on our system as a ‘Store Premium Store Despatch’. 

Where can I see the advised delivery date? 

EASY! This is now shown in the notes section of COA3 (you no longer have to go searching in CMS or till transaction viewer to find this). 

How do I know who needs contacted? 

You must check the following… 

When is the customer expecting the item? Is it going to be later than the customer was advised? If yes, they need contacted. 

What alert is on the order? Is it a non-despatch premium, Internet premium store despatch or Store premium store despatch? 

What is the carrier? Remember – WBDC despatch until midnight so the order may still be sitting ‘awaiting pick’. As long as they have stock, this will go! 

What status is the order in? Do we actually have stock to send out? 

What’s next? 

EASY! We contact all relevant customers to advise of the delay, refund any postage (if applicable) and ensure the postage line is cancelled/returned on COA3. During quieter times we may only have 5-10 orders to deal with, however during peak times this can increase to the 100’s… 

How do I do this? 

Find the order on COA3 by clicking on the appropriate alert and check if this will be despatched on time for delivery on the advised delivery date. 

If POD & not been despatched yet; ‘delete’ the delivery line and the below pop up will show with the option to send an email to the customer and delete the delivery line. This will cancel the delivery line and email the customer to advise their item will be delayed.

All you have to then do is log the alert you’ve processed & what you’ve done. Simple! 

If POD & item has already been despatched; the delivery line will need to be returned and refunded. You will have the option to do both of these at the same time for Klarna, Love2Shop, PayPal and Adyen refunds (as long as you are refunding on the delivery line). This will again return the line, refund the delivery paid & email the customer to advise of delay.

And again, all you have to do is log the alert & what you’ve done.