DELIVERY POLICY
Delivery days: Monday to Saturday
Delivery period: Less than 7 days counting down from when the client’s order was finalized and paid.
Delivery means: Specifically selected-partnered private dispatchers/private logistics firm
Delivery mode: Different dispatchers conveying different client’s orders to different locations via road transport.
- Timely delivery
- Integrity
- Good manner of communication
- High willingness to work.
Delivery destination: Pick up station / door step depending on location or client(s) preference.
Delivery information: The online department is strictly expected to demand from buying client, the “3” key information namely: Recipient’s full name, phone contact and destination address in full.
A delivery follow-up process is completely successful only when the online department has fully confirmed three areas:
- Offline sales department (whether client’s order was completely waybill to destination). Keynote: client’s order must be in full completion before any waybill is done.
- Delivery dispatcher (whether he has reached his destination)
- Client (whether he has received his ordered package).
Timeliness is key
EFFICIENCY POLICY
This policy covers “3” key areas which are:
This refers to receiving and handling all clients’ orders seriously because online sales transactions demand heavy and highly committed attention from all potential clients.
This refers to customer-service approach to product questions / complaints as well as genuine-immediate feedbacks on various key client’s related areas.
This refers to customer-service approach to product questions / complaints as well as genuine-immediate feedbacks on various key client’s related areas.
Preparation of two key invoices strictly done by offline sales department are: written sales invoice (highly confidential which must be dropped inside client’s package before taping is done) & waybill invoice (security document to protect logistics, usually handed over to the driver).
Timely delivery to destination (less than 7days) and consistent pro-activeness of online department at all times.
FEEDBACK POLICY
This policy states that all pending feedbacks as regards product questions, product / service complaints, product incompleteness, returned product for replacement or refund, etc. must be fully attended to, respectfully addressed and communicated across to the rightful client within a prompt time period by the company’s online department. The company observes this policy as a key driver in attaining solid online business success.
Pending feedback to clients must be fully given within the time period promised by the online department.
Pending feedbacks attached to client-complaints (across any company’s online platform) must be respectfully addressed. Kindly note: fixing client complaint(s) attracts referrals and also positive online outcomes.
Pending feedbacks the online department owe the client (who has fully paid) as regards insufficient quantity of his requested goods must be fully given. Kindly note: before any feedback is given to client, the online/offline department must have received final information on unavailability or complete out of stock as regards that product.
Pending feedbacks as regards any replacement or alternative of same price range (selected by client) must be immediately given to offline sales department (for notification and amendment sake).
Pending feedbacks as regards client’s refund arising from product unavailability and non-interest to choose an alternative must be immediately presented to offline sales department (for notification and refund action). Kindly note: the main reason why it must be tendered before offline sales department to act upon is this: All client’s refunds must pass through newly written sales invoice containing client’s returned or refund information before refund approval can be fully granted. Always bear in mind that all bank print-outs of online refund clients must be strictly collected and filed within Refund file (Online) by online department.
Product (already sold) returned for refund: pending feedbacks as regards this area must be communicated to offline sales department (for notification and refund action). Kindly note: the returned goods must conform to company’s online refund policy before any refund can be approved.
PAYMENT POLICY
The company’s approved online payment policy is PAYMENT BEFORE DELIVERY.
Product payment can be made using payment platforms such as Bank transfers, Paypal, Credit cards (Visa, Mastercard), coupons, etc.
The online department must strictly confirm from cashier any expecting payment(s) to be made by online clients.
No payment-seen confirmation
No Go-ahead to print out 2 copies of electronic sales invoice
REFUND POLICY
Product must be in its original package (which implies resalable condition).
Product must not be found dirty, stained, damaged by usage in the wrong way.
Defective product(s) must be notified within 7days from date of received goods. Kindly note: A refund or new replacement can be granted if only such goods wasn’t wrongly tampered / used anyhow but seen to be genuinely in its defective original state.
Client’s return on purchased goods has a validity of 7 days from the date of goods received.
Kindly note: no room for return pertaining to products such as, wires and cables, led tape light, etc which (based on clients request) have been cut out of the drum. However, full coil of those products in their drums are accepted for return while partly cut portions are not accepted. It is very important for all clients to be 100% sure on measurement confirmation before final decision to cut any of those products is made.
Refund date takes 7 days counting down from the received date of client–returned goods.
Goods awaiting return must be physically seen and strictly confirmed by online sales department of the company.
Goods paid for (which is not up to client’s quantity) whereby the client refuses to choose any alternative but demands for refund must be strictly forwarded to offline sales department for refund action.
All returned items or refund must pass through newly-prepared sales invoice (offline) handled by offline sales department before any client’s refund is approved.
The online department must demand and receive the refund bank print-out from cashier and file inside Refund file (online). Kindly note: refund file (online) in online department covers all clients’ refund bank print-outs (an evidence to show refund is treated) submitted by the company’s cashier.
All clients’ refund (cash transfer or newly replaced goods) must be strictly followed up to ensure that the company’s refund policy isn’t violated in order to protect the company’s reputation and boost clients’ patronage.