Quotes
I'm ordering two bundles of 16x16x16 boxes, can you do better on the price?
No, it doesn't qualify for a quote because it doesn't meet the $300 minimum.
(BONUS)
Customer says "I spend thousands of dollars with you, that's a ridiculous policy, you're really telling me you can't do anything?"
I only need to return line 1 of my 10 line order, do I need to return my Yeti Cooler as well since my order no longer qualifies?
No, a customer does not need to return the free item with a partial return of an order.
The customer is missing the bubble wrap from their order. Do you enter a trace? Why or why not?
Yes. You would enter a trace because the item is a loose piece.
I need a quote for the items in my cart. Can you see my cart?
Yes. You can view their cart through Outage by selecting "share cart", or through the IO Queue - but only if the customer has started the checkout process.
Can you tell me which items on my order are being taxed?
Yes, click the tax button to check.
I'm going to be ordering 40 cases of this product, split between 10 different addresses. Can you do better on the price?
No. Quotes are determined by the amount purchased per release. When the order is divided by 10 it no longer qualifies.
A customer is returning an order that they didn't need anymore. The original order shipped free freight. Do they need to pay for the return?
Yes. Even if the customer has free freight, if it's a customer fault return, they are responsible for return shipping.
The customers $1000 UPS order arrived completely destroyed, it was shipped on their collect account. Do you open a trace? Why or why not?
No. All parcel shipments, including collect, can be credited and/or reordered by the rep.
I'm trying to change my billing address, but it says to contact Customer Service. Why can't I just update it?
They likely can't update because there are many users on the account.
Determine if the billing address should be changed for all users or if the customer needs their own separate account.
All of my items show as tax exempt except this one. We're a reseller and it should also be tax exempt. Can you update it for me?
No. Transfer to Tax Department.
A customer calls with no account. They want custom tubes. Transfer to quotes?
Yes. This is available for new customers.
"This label was advertised as a fluorescent red, but it looks orange. That won't work, I want to return them." Do we cover the return?
Yes. Though the error isn't a Uline fault, it is perceived as a Uline fault by the customer. Cover the return shipping.
(BONUS)
Who do you fault in the return?
The customer received their freight shipment with over $200 of damaged items. It shipped via XPO Collect. Do you open a trace?
No. For collect shipments, Uline is not responsible for damage. The customer needs to file a claim with their carrier.
I forgot my password and don't have access to my email, can you send me a temporary one?
No. Offer to send a password reset or open a new account.
My tax exemption usually always shows, but ever since I started shipping to our new warehouse our orders have been taxed. Why?
Tax exemptions are state specific. If the new warehouse is in a new state so we require a tax exemption for the new location.
"My company needed these gloves yesterday, but we need them in purple. We're going to buy at least $2000 worth of them. Can you do this for me?" Transfer to Quotes?
No. The request qualifies for a quote, but the customer needs these right away. Sourcing them would take several weeks at least. Inform them of the option to source them for future orders but help them find a solution for their immediate need.
The customer is missing 4 boxes from their bundle of 25. Stretch wrap was in tact on the skid. Who is at fault?
Manufacturer. Short ships only apply to full bundles, boxes missing from a bundle is manufacturer fault.
Customer is missing their entire order. Tracking shows it was delivered to the correct address and signed for by "Reception". Do you open a trace?
No. Reception is not a valid signature, driver release.
I'm about to check out but I need my free item to ship to a different address. How can I do that?
Request it via Special Instructions.
My driver is passing by your Ontario, CA location on their way here to NV, so we're having them pick up the order. We have a NV tax exemption on file, why is tax showing?
For pick up orders, tax is dependent on the state the pick up location is. The customer would need a CA tax exemption to remove the tax.
A customer is purchasing ice bags and wants to know if we can provide the ice as well. It would be a $10,000 order. Do you transfer to Quotes?
No. Even though this isn't on the "No Quote" list, this isn't something our Quote team can realistically provide.
If a request like this sounds unrealistic, don't be afraid to put the customer on hold while you see what's possible then call the quote team and find out if it's a realistic ask.
They may take the call, or you may go back to your customer and explain it's not possible.
The customer wants to cancel an order in P status. It has already been processed and you can't make changes. They tell you they won't accept the shipment then hang up. Do you enter a return?
Yes, you should enter both a return and a trace as the customer stated they will refuse delivery and the order will be returned to us.
My cabinet arrived and the handle is damaged. The handle only costs $30. Do you open a trace?
Yes. You should consider the cost of the entire item, not the damaged part.
I created my account 10 minutes ago and I'm still waiting for the verification email. Why is it taking so long?
Likely reason:
If a customer creates an account that matches an existing one, it gets sent to the IO queue for review by a rep to determine if it should be a separate account or if they should be added to the existing one.
What you say:
Tell the customer they'll receive the email momentarily. If it's more than an hour contact us back for further assistance.
"My entire order, except for the paper towel should be tax exempt." All items are showing tax exempt. Transfer to Tax?
No. You can make an individual item taxable in Joe.