Nedbank Training Manual

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Nedbank Training Manual
 
 
 
 
 
 
 
 
 
                    
 
 
 
 
 
 
 
 
 
 
Table of Content
 
  1. Introduction to Nedbank
  2. Digital Planet’s Role
  3. Ordering Process
  4. Payment Process
  5. Delivery Process
  6. Back Order Process
  7. Website Details
 
 
 
 
 
               
 
 
 
 
 
 
                                
 
  1. Introduction:
Nedbank has opened a platform that enables Nedbank account holders to purchase products and services via the Greenbacks and MR website using their Nedbank Greenbacks and Amex Rewards.
Partners such as  - Healthspa, Netflorist, Weber, Avis , Mango etc
 
  1. Digital Planet’s Role:
 
  • Digital Planet facilitates the Order processing, B/O , Logistics procedure as well as Client Service
 
  1. Ordering Process:
 
  • Customer will place an order via the preferred Nedbank website
  • Orders can be processed by Nedbank or by Digital Planet. This will depend on the vendor that supplies the desired product or service
 
  1. Order placed via Nedbank Contact Center:
 
  • Customer will place the order with the Nedbank contact center
  • Nedbank will send the order file to DP with a list of approved orders
  • DP manually places the order on AE and the order is processed
  • Once stock has been allocated to the order the Dispatch team will send the order off to the customer
 
  1. Order placed via Nedbank Website:
 
  • Customer will place the order online
  • The Order will then filter onto AE
  • AE will send an automated notification to Nedbank with the order details
  • Nedbank will then validate the order to ensure that the customer does have sufficient points to make the purchase
  • Nedbank will then sort the orders  per specific vendor and the send us the order file
  • Nedbank will send the order file to DP with a list of approved orders
  • DP uploads the orders on AE and the order is processed
  • Once stock has been allocated to the order the Dispatch team will send the order off to the customer
 
 
 
  1. Payment Process:
 
  • Customer has 2 payment options to choose from
 
  • Greenbacks
  • Membership Rewards
 
 
 
  1. Delivery Process:
 
  • Payment for the order will be approved by the Nedbank
  • 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
  • Delivery takes 5-7 working days from date payment is received
 
  1. Back Orders Process:
 
  • Order gets processed on AE
  • Alvin sends the stock requirements to the suppliers
  • The suppliers will then inform Alvin of stock levels
  • Procurement 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
 
 
  1. Website Details:
 
 
  • Membership Rewards
  • 0860 555 002
 
  • Greenbacks
  • 0860 555 111
 
Article ID: 65, , Modified: 7/14/2014 at 8:01 AM

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