Cancel/Order Status
Badge orders cannot be cancelled or modified after
24 hours
*When creating a badge order, please communicate this to your customer. If a customer calls back after 24 hours to modify or delete a badge order, please let them know the order is too far in processing to cancel.
Locations to find tracking numbers
Packing slip tab > Cartons, Invoice Tab, and Order Tab (Drop ship orders only)
A customer wants to cancel a DS order
Transfer to a Specialist
Items are sold “as is” and cannot be returned. All sales are final; no exchanges or returns accepted.
Clearance Items
Drop ship orders cannot be shipped with expedited shipping.
True or False
True.
*Vendors do not expidite shipping when selected at order entry.
All sales are final 48 hours after purchase.
Body Armor
Location to see return/exchange orders
Credit/Return tab
A customer wants to cancel a back-ordered stock item/order.
Don't Transfer
*The rep can select the edit pencil to cancel the backordered item or order.
Original shipping charges are refundable.
True or False
False
False
False
**Original shipping charges are non-refundable unless the return is related to our error.
Someone calls in and states the order confirmation they received isn't theirs and is fraudulent. What do you do?
Advised the customer that if they were charged, to should report it to their bank as fraud.
The customer called in to check the status of their order. Where would you see the eta if the item is on backorder and is past due?
The rep will click on the item and check the open POs for an updated eta.
*If one is not found, that call would be transferred to a specialist to get the eta from the Supply Planner.
You can find items that a customer has ordered in the past this way.
Sales Summary Tab
The customer is requesting a quote for two shirts and two pants.
Don't transfer
*The rep should enter the quote and send it to the customer/rep.
Many products sold by Galls offer extended "________ _______".
Manufacturer’s Warranty
**For returns related to matters covered by a manufacturer’s warranty, please visit the manufacturing brand’s website and/or call their customer service line directly.
Galls ships internationally. What countries do we avoid?
Cuba, Iran, North Korea, and Syria
A customer receives a notification that their order will be cancelled within 72 hours due to a declined payment method. He cannot pay until after the 72 hours. Can we hold the order?
No. The system will automatically cancel after that time.
To get the buy board on the quote, or to change it.
Go to order comments - click quote note and enter the buy board number there.
The customer ordered a large black shirt, but received socks.
Transfer to a Specialist
*The specialist will submit for an inventory item audit with the warehouse before the customer submits a return request through Aftership.
Special order items or items that have been altered, decorated, engraved, customized, or otherwise embellished at the request of our customers can only be returned if
The return is related to a Galls error
If you have a PO with multiple lines for the same item, such as TR3224 (multiple colors, sizes, and quantities). What can you use to make the entry less time-consuming?
The grid
*Found on the items tab during order entry.
A customer inquires about the status of their shirt currently in VAS. We provide the eta listed on the line item.
True or False
False
*We should check the packing slip to see where production is in the history and the WID tab.
Search GQ with the account number in the new order field, then click the pencil.
Click the details page once you are in the account.
At the top right, look for the blanket PO field and add the PO number.
Attach the PO in customer attachments (not order attachments)
Don't transfer
*This is a stock element, and the order can be placed by the rep. It is good practice to check the patch item number in New Item Inquiry to verify stock and custom patches for orders.
Returns for these items, including but not limited to self-defense sprays, chemical kits, select first aid kits and components, road flares, and fire extinguishers can be accepted.
Ture or False
False
When entering a ballistic order with a sizing form, can you attach the form to the order, and how so that the vendor also sees the form?
Yes. During order entry, you can attach the form to the line by clicking the pencil cup and then the paper clip to attach a file.