Steps to take when a Supplier cancels a brand specific order
Orders with brand specific items are generally harder to allocate as there is often only one supplier in a local area that can deliver a specific brand. Therefore, when a supplier cancels a brand specific order, it is essential we react quickly. Cancellations will usually be because of a stock or transport issue.
In most cases the supplier will be able to deliver at a later date, but this may not be acceptable to the customer. In these situations please carry out the following steps:
1. If the original supplier can deliver at a later date, check with the customer if this is acceptable.
- If unacceptable, release an identical dummy order to the feed if another eligible supplier may have the correct brand, but ensure the original supplier is not included in the release. The original delivery date should be used and the spread should be reduced to an appropriate level for the order to be accepted quickly.
- Check if these options are possible:
- Collection of the order by the customer
- Courier to be paid by the customer
- Delivering an equivalent brand to the customer
- If the dummy order is not accepted within two hours of being raised, provide all available options to the customer from the original supplier.
By offering multiple solutions quickly, the customer can make an informed decision to receive their order with minimal disruption.