Page 14 - Red Book Rev 7.2_Neat

Internet Order Golden Rules.

• Print all the internet orders from the Solutions support email inbox. Once printed drag and drop the order into the

relevant folder to avoid duplicated orders.

• Check the order amount to see if it needs security checking (any orders over £300).
• Check the stock status for the item/s on the order received.

• Once the above steps have been completed, if the order passes security & stock levels you must then release the

payment as soon as possible.
• Use click to see if the customer has an existing account on the system. Create an account / update if not. Remember to

search via postcode, contact name, business name, telephone & email address to prevent duplicate accounts.

• Memos must be kept updated for each order – if you are unable to process an order you must state why, with as much
information as possible.

• For any orders you are unable to process you must contact the customer via telephone, if you are unable to get hold of
the customer by phone, please leave a message and also send an email to the customer. Each customer must be

contacted ASAP.

• If the order cannot be processed due to security, you must raise a pro-forma invoice and send this to the customer. You
must contact the customer via telephone to explain the procedure.

• Every customer must receive their order acknowledgement with expected delivery dates, you must also advise how
many separate deliveries there will be and detail the hours are between 8am & 6pm.

• Every customer must receive their invoice – Please make sure the invoice is sent to the correct email.

• You must check stock on all orders that are coming direct from supplier before 5PM so that orders can still be processed
after this time.

• Shop admin is to be completed before leaving for the day, this is to ensure all orders have been processed and that none

have been missed.
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Red Book Revision 7 12 November 2019
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