Page 98 - Red Book Rev 7.2_Neat

Customer calls and has received a damaged item. How would you deal with

this situation?

1. Firstly, apologise. Confirm the customers details – Business name, postcode & confirm the
item they are reporting as damaged (especially if a large order).

2. Ask the customer when they received the item and how they signed for it – in good condition

or as damaged?

3. Ask the customer to send images so we can investigate the extent of the damage.

4. Is the customer willing to accept a discount? Cosmetic damage will not affect their warranty.

5. If the customer requests a replacement this must be authorised by MM or supplier before
this is agreed with the customer.

Customer calls wanting a credit to account / pay upon invoice – what

would you say to the customer?

1. Always start by taking the customers details. Find out who the customer is / what type of

sector the customer is in. Are they an existing customer or a new customer?

2. If they are a new customer explain that we are not currently opening credit accounts. We can
send them a pro-forma invoice which can be paid by card or BACS but we will require
payment prior to the order being processed.

3. For existing customers *please still ask if they can pay prior*. However, if not, they must of
done at least 3 previous orders with us – previous order values must be over £1,500 – they
will need to fill out a credit form application and this will always be subject to accounts

approval.

4. If you have tried your best to get payment prior and it’s an absolute no at the customers end
– the customer must send an official P/O to us and this has to be signed off.

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Red Book Revision 7 12 November 2019
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