Zendesk Customer Classification: Delivery/Collection_Split_Delivery_Request
WHEN TO USE:
The customer is requesting delivery to be split due to wanting certain items in their order sooner than the expected delivery date.
HOW TO ACTION:
There are certain factors to consider before agreeing to a Split delivery request based on the status of the order and if the customer needs to pay for delivery.
In order to check, determine the order status:-
- If the order has an item with a supplier delay or delayed due to AUTO -IBT causing the order to be delayed later than the original Promised delivery or collection, you may split the delivery or collection at no charge.
- If the customer has purchased lead time items and would like the available items sooner, you need to determine if the goods are below R450 - in this case, the customer would be required to pay for delivery.
-The payment needs to be made manually via EFT to our Absa bank using their order number as a reference and Proof of payment needs to be sent to finance once received before splitting the order.
To assist a customer with a split delivery, you would need to go to the order in question on CS Portal.
By clicking on the blue filled icon next to the order number, you will get a dropdown action menu with the following options:
You will need to select the Create OBI option, which will give you two options to select: - Process Order and Force Create OBI.
First, select Process Order and then select Force Create OBI, the system will ask you to confirm if you are sure. Once you have selected Yes, a waybill number will be generated.