HP Shop Training Manual

1. Introduction to Hp Shop
2. Digital Planet’s Role
3. Ordering Process
4. Payment Process
5. Delivery Process
6. Back Order Process
7. Refunds/Cancellations
8. Reverse Logistics Process
9. Website Details

1. Introduction:

2. Digital Planet’s Role:

• Digital Planet facilitates the Order processing  , Payment , B/O , Reverse Logistics procedure as well as Customer Service

3. Ordering Process:

• Orders are processed by the customer via the HpShop online store or via the Digital Planet contact center
• Once the payment is received and updated on AE the order will be move onto the Order Stock report which is managed by Alvin
• Alvin will proceed to tick this orders off the report and an automated e-mail notification is sent to Sheilesh with the order details
• Sheilesh’s team will process the order and order stock from the suppliers
• If stock is readily available then Jessica will allocate it to the order and dispatch to the customer

4. Payment Process:

• Customer has 3 payment options to choose from

• Credit Card
• EFT
• Voucher

• Credit Card:

• ITC check is done by DP as to ensure that the transaction is legit
• Should the payment pass through the ITC process then the order will be processed on AE
• Should the payment not pass through the check then the order will be rejected
• Customer will then have to do and EFT into our account

• EFT:

• Customer will proceed to make payment into DP’s account
• DP accounts team (Levinia) will update payment on the order
• The order will then be processed

• Voucher:

• Order is processed instantly

5. Delivery Process:

• Payment for the order will be updated by the DP Accounts Team
• Order will then get processed via AE
• Stock will be allocated to the order
• Once stock is allocated, the order will be invoiced
• Delivery will then be scheduled with DawnWing Couriers
• Delivery to all clients are FREE

5. HP Shop offer three different delivery option:

• Same day
• Next day
• 4 working days

• Same Day Deliveries

• Payment must be received and updated by 10 am on the date of order
• The total weight of the parcel must be less than 4kg’s
• The delivery destination must also be within a 30km radius from Sandton City

• Next Day Deliveries

• Payment must be received the previous day or before then
• The total weight of the parcel must be between than 4 -10 kg’s
• The delivery destination must also be within a City Center

• 4 Day Deliveries

• Payment must reflect in our account
• The total weight of 10kg’s and above
• The delivery destination is normally in Townships and rural areas

6. Back Orders Process:

• Order gets processed on AE
• Stock of the item/s get depleted
• Sheilesh will then advise the call center of the estimated time of arrival (ETA) of stock and call center will pass this information to the customer
• There can be 2 outcomes pertaining to the ETA of the stock

• ETA / No ETA

• Call Center will inform the customer of the ETA on stock and customer can either

• Confirm that they are willing to wait
• Request an alternative or
• Request a refund

• The contact center will inform Sheilesh of the customers response
• Should the stock be received from the suppliers or the customer chooses an alternative, then stock will be allocated to the order and the order will be fulfilled
• Should customer request a refund, the call center agent will acquire the customer’s banking details  and request for this from Sheilesh

10. Refunds /Cancellations:

• Before Ordered with Supplier :

• Order will be cancelled on AE
• Obtain customer bank details (if required)
• Then request a refund for the order (Sheilesh)

• After Ordered with Supplier :

• The order will be cancelled on AE
• Call Center must inform Sheilesh and Jessica of the cancellation
• Then request a refund for the order

• After Shipped :

• Customer must do so within 30 working days from receipt of the product
• The stock must be sealed
• Contact center will arrange collection with the customer (and obtain the bank details)
• Contact center will arrange collection with the Jessica as she will log the couriers
• Jessica will inform Sheilesh and the call center once she has received the product
• The order will be then cancelled on AE and a full refund will be given to the customer

•  

• If the product is open a 25 % handling fee will be charged before refunding the customer

11. Reverse Logistics Process

• Digital Planet will facilitate this process

• OBF:
•  
• Customer must inform us of the defect within 30 days from date of receipt
• Contact center will arrange collection with the customer
• Contact center will arrange collection with the Jessica as she will log the couriers
• Once Jessica has received the device it will be sent to the repair center for assessment and Replacement

• Repairs:

5. In Warranty:

• All products have a 1 year warranty
• Contact center will arrange collection with the customer
• Contact center will arrange collection with the Jessica as she will log the couriers
• Once Jessica has received the device it will be sent to the repair center for assessment and Repair

5. Out of Warranty:

• Customer to contact EnsureIT directly and given a quote for repairs
• Customer can accept the quote and do payment to them via EFT
• The device will be repaired and return to the customer

• Or customer can decline the quote and the product is returned to the customer

7. Website Details:

• Website address: www.hpshop.co.za

• Contact Details:  0861 477 467
• E-mail

• Service@hpshop.co.za
• sales@hpshop.co.za
• boss@hpshop.co.za