Order status and delivery
Use when: a trade or retail customer asks where their order is, or says a delivery is late or short.
Steps
- Verify the customer: trade account number plus the business name, or the order number plus the delivery postcode.
- Find the sales order in SAP (VA03) using the order number or the customer's PO number.
- Check the delivery status: Picked, Dispatched or Delivered. If dispatched, give the carrier (StarTrack for cartons, Border Express for pallets) and the consignment number.
- If the order is late, check for a backorder flag on any line and give the expected stock date.
- Offer to send the tracking link by SMS or email, and log the contact on the Salesforce account.
Policy
- Trade orders placed by 2pm AEST ship the same business day.
- Metro delivery: 1-2 business days. Regional: 3-5 business days. WA and NT: 5-7 business days.
- Free delivery on trade orders over $500 ex GST. Below that, a $35 freight charge applies.
- A late order is one more than 2 business days past its quoted delivery date.
- For a late pallet order, the agent can book a priority redelivery at no charge.
Escalate to the Logistics team when
- The carrier shows the order as delivered but the customer has not received it.
- A pallet arrives damaged or short.
- The order is more than 5 business days late.