General Changeover Process

CHANGEOVER PROCESS

• A completed Changeover form is sent to Order Management (OM) by a salesperson.

• Once the C/O form has been sent to OM and an OM team member has picked up the email, the information on the email is confirmed and the invoice is opened on Navision.

• A new Sales order (SO) and Sales Return (SR) is created on the same customer card as the Sales Invoice.

• The Sales invoice (SI) information is then copied across to both the new SO and SR.

• Then using the information provided in the C/O form, the OM team member completes the SR, with the item returning, why it is returning, what it is returning for and how it will be returning. (Trucks going out to pick it up, Auspost, Driver returning without ever delivering, etc.) Once done the SR is then "released" to allow for WHSE to action it appropriately.

• The SO is then completed using the information provided in the C/O form, what we are changing the old item over for, what the price of this item is, if we are charging or refunding the customer a difference, when we are delivering the new model and how we are delivering the new model. The SO is then "released" if all items are in stock.

• Once both the SR and SO are released, the WHSE will then be able to invoice the SO (creating an SI) and assign both the new SI and SR to a driver to complete the job with the customer.

• Once the new delivery and pick up take place and the returning item(s) are back at the WHSE, the SR is processed by the WHSE and turned to a Sales Credit (SC).

• Depending on the reason for the return and if we are going to claim the returned item back with the Supplier, Central Admin will raise a Claim with the supplier to attempt to get our money back. (If the correct information was not provided on the Changeover form, this can lead to rejected claims meaning AOL has to absorb the cost of the returned item, and we lose money.)

**This is the standard process for a regular changeover, this is all subject to the situation for the return and may not be what happens in every instance. However the above mentioned steps will take place in most changeovers. If this guide does not cover the situation you are presented with and you are unsure of how to proceed, please contact your Team Leader or OM if TL unavailable to find best course of action.