PROCESS UPDATE:
Update as of 30 JUN 2023
Note that our resellers were advised that for inquiries regarding the status of POs and other related questions, they may email purchaseorders@medifyair.com (This is also Lou Vietri's mailbox) In most cases, they are now advised to reach out to CS directly if it's about the status of their shipments.
PROCESS UPDATE:
Update as of 29 JUN 2023
If a representative from one of our resellers or state contract coordinators reaches out about the status of the order, you may use the guide below on what to advise.
Note:
You may need to get the School Name to look up the order in Shopify.
You may use the following in Searching for Orders.
School Name
School Address
PO Number - note that a PO number may have MULTIPLE Medify Order numbers
CS HANDLING:
Note that our resellers were advised that for inquiries regarding the status of POs and other related questions, they may email purchaseorders@medifyair.com (This is also Lou Vietri's mailbox) In most cases, they are now advised to reach out to CS directly if it's about the status of their shipments.
If the Order/s is fulfilled, this means the items of the order have already been shipped out by Freight/UPS.
If the Order/s is unfulfilled or still a draft order, you may advise:
Tell them the product is still on backorder and we are getting it out as fast as we can. They may reach out to us again in 2 weeks if they haven't received their filters/units
If an order is 'Partially Fulfilled', check in Extensiv (if UPS) or 'smartsheets if freight (Randz has access)' to confirm if the item hasn't been shipped or was part of the freight shipment (L2 may need to check with Lauren/Christine at this point if not in Smartsheets)
If the PO is not in Shopify or SPS Commerce, escalate to L2
L2 - inquire with Lou/Laura if they are able to find the PO from their end.
How does the process of state contracts work?
FYI:
State governments have implemented programs or policies with the goal of enhancing indoor air quality in schools and medical facilities. These contracts are facilitated through our resellers, and Medify Air has been awarded million-dollar contracts to supply air purifiers for various state projects that provide funds to schools.
To receive the grant, a representative from the school must submit a request, or in some states, government representatives conduct school inspections to determine eligibility for the grant. If you receive a call or inquiry from a school representative, you may provide the name on the order as they will be the designated contact for that school.
It's important to note that the school is not required to make any payments, as the purifiers and filters are included as part of the grant.
Please be aware that while we handle the drop shipping to the schools, we are merely receiving orders from our resell partners such as Grainger, MSC, AM Conservation, or state contacts like LA County, etc.
MedifyAir receives the PO via SPS, Emails or other request platforms
Lou V's team picks up the POs and creates the DRAFT orders in Shopify (3-5 days from receipt, depending on the bulk of the request)
If we have the stocks, the order will be confirmed by fulfillment (normally Christine - will take 3 days to weeks depending on stocks)
The order will then be pushed to Extensiv to be fulfilled via UPS, or by Freight. (may take 1 day to weeks depending on stock availability)
In some cases, a PO will be divided to different orders for us to be able to ship out what we got, the back ordered items will follow once available.
Normally, If the quantity is just a few, Extensiv/3PL via UPS will complete the order (ships in 1-3 business days after order is confirmed)
if it's a bulk order, we don't have an ETA, but may take days to weeks depending on the quantity and stocks availability.
At this point, you may advise the customer that we'll get their order out as fast as we can and they may reach out again after 2 weeks if the items are not received