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What is important to include in a Changeover form and why.
What is important to include in a Changeover form and why.
When sending a Changeover form it is important that all sections are filled out, although not every section seems important all of this information is used and if not provided can slow down the process (potentially delaying the customer).
The information you provide is often times the only information we have when processing the changeover. If the incorrect information is provided it is up to you as the salesperson to contact the customer regarding the correct information, delivery delays, additional charges etc.
ANY TIME an item is being returned a changeover form will be needed.
Ps. Please double check the form before sending to OM. Accidents do happen but by double checking we can reduce the number of accidents made when sending Changeovers to OM.
Subject Line of the Email
Subject Line of the Email
Please make sure to include the date of the Changeover in the subject line of the email to ensure it happens on time.
Example: "Changeover - SI00000000 - 07/05"
Invoice No
Invoice No
This is pretty self explanatory but, if the Invoice number for a changeover is not provided, we have no way of knowing what invoice we are changing over.
Example: "SI03877532" or "SI00000000"
State
State
Noting this helps OM verify the correct invoice has been provided and also helps give context as to whether the changeover will be able to happen on any given day and so on.
Example: "NSW" - "VIC" - "QLD" - etc.
Model Returning
Model Returning
We of course need know what items we are going to be returning.
If multiple items are returning, ALL must be noted and even if only 1 item on the invoice this still needs to be noted as if the wrong invoice has been provided previously (user error can happen) this can help in catching that.
Installs, saturday delivery fees and CCP's must be included as "returning items" if we are crediting the cost of these services toward their next invoice.
AOLCONNECTREMOVE or any variation of a free connection does not need to be included.
Example: "WM7PRO & DG-LA-500"
Reason for Return, detail needed
Reason for Return, detail needed
This is one of the most important sections of the entire form. The OM team is not in contact with the customer, so we need the Salesperson to provide accurate and descriptive information regarding WHY the item is returning to us.
Answers such as "Damaged" / "Faulty" / "Dented" / "RA#00000" are all NOT ENOUGH information.
If an item is "Damaged" we need to know WHAT the damage is and WHERE. Eg. Fridge has a small dent on the bottom left corner of the door."
If an item is "Faulty" we need to know WHAT the fault with the item is. Eg. Washing machine is not filling with water despite taps being on and hoses connected."
Also an RA#: is not a valid reason for the return because there are times when a customer provides an "RA#" and it isn't actually a Return Authority it may be a reference number from the supplier just noting that the issue has been lodged with them, often times leading to them wanting to do a service call.
If a description of the Fault is provided along with this when we go to claim with the supplier they will at least have a reason for the return happening and will be less likely to reject the claim.
Example: "Item Damaged - Large dent on the left hand side"
Has the item been unboxed
Has the item been unboxed
If the item has been unboxed (box opened in the slightest, even if the item hasn't been taken out of the box) it will affect what we can offer the customer for their return.
In the case of a "14 Day Return" if the item is still sealed (box not opened at all) we may offer them a refund, if approved by CEX. If the item has been opened (box opened, even if item hasn't been taken out of box) then we should only ever be offering the customer a Credit. This is because once an items box has been opened we are unable to sell item "as new".
Example: "Yes" or "No"
New model
New model
As OM does not have any direct contact with customers, if this is not provided we do not know what the customers wants as a new item in the case of a full changeover.
Noting down "Same" is an acceptable response as it gives us the info that we need.
Example: "WM7PRO" or "Same"
Price of new model
Price of new model
As the websites prices change regularly and because we offer price matching, if this is not provided we have no way of knowing for sure what price has been agreed to with the customer.
Example: "$500 & $120"
Refund OR Charge Amount
Refund OR Charge Amount
If not provided along with the Prices of the new items we may end up attempting to charge a different amount than what was agreed to with the customer, possibly resulting in an angry customer.
Example: "N/A" or "$35"
Is the NEW MODEL *In Stock* or is there *enough on Purchase Order to cover this* Y/N
Is the NEW MODEL *In Stock* or is there *enough on Purchase Order to cover this* Y/N
This needs to be included as the OM team is processing 50-60+ changeovers a day and will not have time to investigate stock levels for every changeover.
Example: "Yes" or "Yes - PO will be in before the delivery date" or "Yes - 5 in stock in NSW"
New Delivery Date
New Delivery Date
If not provided we will not know when to deliver the new item. A date needs to be agreed upon with a customer, or a rough date if stock not confirmed as of yet.
"ASAP" is NOT an acceptable answer as if we set for a date the customer has no idea about and they are unavailable, we will then need to reschedule and each delivery our drivers attempt costs around $40-60. This is an issue that can be easily avoided by finding a rough ETA if the item is not instock and advising the customer of the rough date.
Example: "07/05/20"
Extra notes (optional)
Extra notes (optional)
This is where all additional information should be provided; new address, new phone number, delivery instructions, etc.
Example: "Customer has a long winding driveway, trolley may be needed for delivery"
Fully completed example Changeover. (using examples given in all of the above sections.
Fully completed example Changeover. (using examples given in all of the above sections.
*Subject line of the email*:
Changeover - 07/05 - SI00000000
* Changeover*
*ALL FIELDS MUST BE FILLED*
*FAULT/DAMAGE DETAIL NEEDED, IF NOT PROVIDED REQUEST WILL BE REJECTED*
Invoice No: SI00000000
State: NSW
Model Returning: WM7PRO & DG-LA-500
Reason for return, detail needed: Large dent on the middle of the left side.
Has the item been unboxed/used: Yes
New Model: WM7PRO & DG-LA-500
Price of new Model: $500.00 & $120.00
Refund OR Charge: Amount: N/A
Is the NEW MODEL *In Stock* or is there *enough on Purchase Order to cover
this* Y/N: YES - 5 in stock in NSW
New Delivery Date: 07/05/20
Extra notes (optional): Customer has a long winding driveway, trolley may be needed for delivery.
Blank Template.
Blank Template.
* Changeover*
*ALL FIELDS MUST BE FILLED*
*FAULT/DAMAGE DETAIL NEEDED, IF NOT PROVIDED REQUEST WILL BE REJECTED*
Invoice No:
State:
Model Returning:
Reason for return, detail needed:
Has the item been unboxed/used:
New Model:
Price of new Model:
Refund OR Charge: Amount:
Is the NEW MODEL *In Stock* or is there *enough on Purchase Order to cover
this* Y/N:
New Delivery Date:
Extra notes (optional):
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