Vitality Shop Training Manual

1. Introduction to VitalityShop
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 Payment , B/O , Reverse Logistics procedure as well as Customer Service

3. Ordering Process:

• Orders are processed by the customer via the VitalityShop website
• Once the payment is received and updated on AE the order will be processed
• The Dispatch Team will allocate stock to the order
• Once stock is allocated the order will be invoiced  and sent to the customer

• Failed orders:

5. When a customer calls in stating they placed and order using their miles/rewards.  The amount was taken but there is no order.  This is considered a failed order

• Get all the information from the customer
• Vitality membership nr
• Amount of miles that were used
• Name
• Surname
• Email       
• Contact number
• Escalate to Levinia to verify if we have received payment

4. Payment Process:

• Customer has 5 payment option to choose from

• Credit Card
• EFT
• Voucher (can be used with any payment method )
• Miles / Rewards
• Combinations ( EFT & Miles : CC & Miles)

• Credit Card:

• No ITC check is done by DP
• The order is be processed on AE

• 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

• Miles:

• Order is processed instantly

• Discovery Miles - For every R12-00 you spend you get 1 mile (All discovery card holders)
• Fast Miles – For every R6-00 you spend you get 1 mile. (Platinum discovery card holders)
• 1 Mile is equivalent to 10 cent ( 100 miles = R10.00)

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 fee of R50 is charged on voucher and R75 for products
• Delivery takes 5-7 working days from date payment is received

• 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
• Fee of R3 is charge for sms’s and no fee for e-mails
• Voucher is sms’d / e-mailed to the customer

•  

• Payment for the order will be updated by the DP Accounts Team
• Order will then get processed via AE
• Order is auto invoiced by AE as supplier hold the stock
• Delivery lead time is 10 weeks
• No delivery fee is charged
• Publisher delivers the magazines / News Papers  via post

5. Pre and Post Natal magazines are by-monthly subscriptions

• Your Pregnancy
• Your Baby

• Your Pregnancy can only be ordered 3 months into the pregnancy
• Your Pregnancy can only be ordered once the infant has been registered with Discovery

6. Back Orders Process:

• Order gets processed on AE
• Stock of the item/s get depleted
• The Dispatch Team will receive this order on their report
• Dispatch will then proceed to place an order with the suppliers for whatever shortfall there is on stock
• Dispatch 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

• 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

10. Refunds /Cancellations:

• Before Ordered with Supplier :

• Line item will be cancelled on AE
• Then request a refund for the order (Godwin)

• After Ordered with Supplier :

• The line item will be cancelled on AE
• Call Center must inform the publisher of the cancellation
• Then request a refund for the order

• After Shipped :

• Customer must do so within 10 working days from receipt of the product
• Collection will be arranged
• The order will be cancelled on AE
• Then request a full refund for the order if the product is sealed
• If the product is open a 25 % handling fee will be charged

• How will we refund:

• If the entire order is cancelled the we will refund as per the original payment method
• If part of the order is cancelled and a combination payment method was used then we refund via EFT

11. Reverse Logistics Process

• OBF / Repairs on Kindles:

• Customer must inform contact Amazon directly

7. Website Details:

• Website address: www.vitalityshop.co.za

• Contact Details:  0861 106 578

• E-mail:

• info@vitlaityshop.co.za
• repairs@vitlaityshop.co.za
• payments@vitlaityshop.co.za
• boss@vitalityshop.co.za