Returns and Post Order Support Guide
What is the difference between Damaged and Defective?
Damaged- Defined as product that is broken or harmed during shipment
Defective-Defined as product that has a problem or fault that prevents it from working
When processing a quote over the phone, what do we list as the PO if the customer does not have an RFQ or reference number?
No RFQ or reference number provided: Click Copy Contact to enter contact name
What are 3 archived search options?
Invoice, Order and Account.
What customers are lifetime warranty's available for?
Available for all customers, including CPA
What are the 5 details/areas that we need to confirm when on the Checkout Page?
Checkout Page
I. Ship To/Will Call Address
• Address is changed: CEDD must be re-verified
• Readback Street address, City, State or Street
address, City, Zip code
J. Contact Email Address
K. Totals: Subtotal, Tax, Shipping, and Total
• Tax questions or updates: Follow Sales Tax Guide
L. Confirm Payment Method
M. PO Number
Sally has list of replenishment quantities for a single item that are needed at future dates. What standard work would we utilize.
Scheduled Shipments
What business partners do we cold transfer sellers to.
Seller support, Field/Sourcing Support, GCS & Gcom
What is the correct reason code for an order where the order tracking states, "Return to Sender" and a credit needs to be issued?
Reason Code: CA1 Customer Accommodation
Where should we include
✓ Approval / Override notes
✓ Additional notes, if needed
Customer Contact Notes
Andrea emailed in to obtain a credit for Safety training that is no longer needed however has been invoiced. What are our next steps.
Reach out to the seller and advise to work with the safety management team for resolution.
What are the 3 main components needed for creating a debit without reference.
The correct account number, items and quantities, original invoice number.
What states/countries are not eligible for EPP (Extended Protection Plan)?
EPP is not eligible for purchase on accounts whose Ship-To or Sold-To addresses are in Florida, California, Canada, Puerto Rico, Guam, or U.S. Virgin Islands
With an email request, should we include the SDS sheets?
SDS sheets available: Select Yes
April emailed in a request to process multiple orders for the same item shipping to 50+ stores. What process would we utilize.
Bulk Order Request> Rapid Order Processing Guide
Special instructions print on what 5 documents
• Packing slip, Shipping labels, Invoice, Bill of Lading (BOL) & Order confirmation
What is the difference between a Standard Return and a Combo Item Component Return?
A Combo Item Component Return requires a free item return and a FOC.
How to update a customer's confirmation preferences?
1. Click Contact Name
2. Choose appropriate option from Order Confirmation drop-down
3. Click Save
Jackie called in to obtain Grainger's UID (Unique Identifier) number to complete her grant request. What standard work will provide this information.
Forms (Certificates & Special Documentation, SIDR)
What is the difference between Complete delivery and Hold stock.
Complete delivery - Can cause delay until all items in stock at 1 location, Inventory available to other orders within lead time.
Hold stock - Do not use if all items available at single shipping location, Ties up inventory until order ships and unavailable to other orders