Failed Response Process

Price Variance Validation Failure

• If Marketing advises our System Price is correct, contact the customer immediately notifying them of the discrepancy.
• If Marketing approves the submitted PO price, update system accordingly.

Price Variance Validation Failure – Customer Fails to Respond

• Three-strike rule in place. Orders that fail validation due to price variances and do not receive a response within the three-strike limit have to be canceled. A cancellation notice must be sent to the customer immediately. The three-strike rule should not exceed three weeks total from the initial notification email.
  • Initial price variance email to customer asking how they would like to proceed(1)
    • They will either accept the correct price or cancel
  • Follow up email after five business days of no response (2)
  • Final notice email after 10 business days no response. (3)
    • This email must contain a response deadline (ex. If we do not receive a response on how to proceed with your order by the end of the business day today (xx/xx), we will need to cancel your order)
  • If the customer does not respond by your given deadline, cancel the order and send the cancellation notice.

Order Multiple Validation Failure

• Contact the customer immediately notifying them of the discrepancy.

Order Multiple Validation Failure – Customer Fails to Respond

• Three-strike rule in place. Orders that fail validation due to MOQ issues and do not receive a response within the three-strike limit will be need to have their order quantity updated. The three-strike rule should not exceed three weeks total from the initial notification email. A quantity adjustment and order release notice must be sent to the customer immediately.
  • Initial email to customer asking how they would like to proceed(1)
  • Follow up email after five business days of no response (2)
  • Final notice email after 10 business days no response. (3)
    • This email must contain a response deadline (ex. If we do not receive a response on how to proceed with your order by the end of the business day today (xx/xx), we will adjust your PO to the lower valid MOQ and ship your order)
  • If the customer does not respond by your given deadline, lower to the next valid MOQ and ship their order
    • If there is no lower valid MOQ to go to. Cancel their order
  • Send notice of action taken.
    • If customer responds after final notice that they want to raise their quantity, they must place another PO.

General Correspondence Failures that would impede shipment

(Address validation failures, customer consolidation instructions, Misc.)

• Three-strike rule in place. Orders that require specific instructions from the customer will follow the three-strike rule. These instructions should not exceed three weeks total from the initial notification email. An appropriate resolution notice must be sent to the customer immediately.
  • Initial email to customer asking how they would like to proceed(1)
  • Follow up email after five business days of no response (2)
  • Final notice email after 10 business days no response. (3)
    • This email must contain a response deadline
  • Take final appropriate action and send notice
    • Address validation issues we cannot resolve our self will result in order cancellation
    • Consolidation instruction issues will result in shipping what is available