Associated Orders occur when an order is split into multiple parts, allowing different suppliers to fulfill different items within the order. This typically happens based on delivery groups. For example, if an order contains insulation (Delivery Group A) and fixings (Delivery Group F), the fixings may be split into a separate Associated Order. This ensures that an insulation distributor can accept the insulation portion, while a fixings supplier handles the fixings separately.
How to Identify Associated Orders
- On the Order Card: Associated Orders are displayed in the lower-left section.
- Original Order Information: Orders that have been split will include an "Original Order" reference on the right-hand side.
Customer Communication Best Practices
Clear and proactive communication is essential when handling Associated Orders.
- Email Notifications: Customers automatically receive an email whenever an Associated Order is accepted, canceled, or expires.
- Customer Awareness: Many customers do not check their emails and may be unaware that their order has been split.
- Clarifying Changes: If an adjustment is made to an Associated Order, always explain the split and clarify which products are included in each order.
Example Customer Message for a Cancelled Associated Order
If an order split into two parts requires a cancellation, ensure clarity in your message.
Example:
"Unfortunately, Order 0773-43 must be cancelled. This order includes 3 boxes of multipurpose countersunk pozi screws in 25mm, 30mm, and 60mm. However, Order 0773-42, which contains the 6x2 timber and plywood sheets, is still scheduled for delivery on Tuesday, 11 February. I’m very sorry that we are unable to fulfill the screws at this time."
By providing precise details about what remains unaffected in their order, you help manage expectations and minimise confusion.