Samsung Training Manual

1. Introduction to Samsung
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 Samsung online store or via the Digital Planet contact center
• 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 shipped 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
• Delivery takes 5-7 working days from date payment is received

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 and they will reject the order
• The order will then move onto Procurements report alerting them of the situation
• Procurement will then proceed to place an order with the suppliers for whatever shortfall there is on stock
• 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

10. Refunds /Cancellations:

• Before Ordered with Supplier :

• Order will be cancelled on AE
• Then request a refund for the order

• After Ordered with Supplier :

• The order will be cancelled on AE
• Call Center must inform procurement 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

11. Reverse Logistics Process

• Digital Planet will facilitate this process

• OBF:

• Customer must inform us of the defect within 10 days from date of receipt
• Customer can contact DP and we will arrange collection
• Once Digital Planet has received the device it will be sent to the Samsung repair center for assessment and Replacement

• Repairs:

5. In Warranty:

• All products have a 1 year warranty
• Customer contact DP and we will arrange collection
• Once Digital Planet has received the device it will be sent to the Nashua Mobile warehouse for repairing
• Delivery time on repairs are 10-14 days
• Once Digital Planet has received the device back from the warehouse, it will be shipped to the customer

5. Out of Warranty:

• Customer to contact Samsung directly and given a quote for repairs
• Customer can accept the quote and do payment to Samsung 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.samsungonlinestore.co.za

• Contact Details:  0861 888 673