KB: How To: Sale With No Stock (SWNS)

A sale with no stock occurs when a store process an order as a sale not as a customer order.

• Get the receipt number from the customer and check in Transaction Analyser.

• Take the customer’s name and contact details and advise that we will investigate and call the customer back.

• Email stockcontroller@schuh.co.uk and CXTaskManager@schuh.co.uk with: 

• Call Log Reference number

• Store number 

• Transaction date

• Product code and the size 

• Ask them to check for a sale with no stock.

• Set an alert for their reply.

• If Stock Control advise there was a sale with no stock, we can then offer to despatch the shoes to the customer or to provide a full refund.

• If the customer wants the shoes, add an order on in COA3 (see the Adding a Yodel/ASDA toyou/Express Buy and Collect Order or SWNS document)