How staff should manage product catalog and online orders
Verify stock before confirming
Never confirm an online order until physical stock is verified. An order confirmation followed by an out-of-stock message creates a refund and a loss of trust.
Pricing must match across channels
If the website shows a different price than the showroom, resolve it the same day. Price inconsistency is the most frequent complaint escalated through this module.
Quotation to order traceability
Every order that started as a quotation must carry the quotation reference. This ensures discount approvals, warranties, and accessories are correctly applied without re-negotiation.
Pending orders must be confirmed within 4 hours of placement. Unconfirmed orders left overnight will result in cancellation requests and negative feedback.
Reference
Type
Status
Created
Actions
Submission Detail
Select an order or enquiry, confirm stock and pricing, then proceed to confirmation or resolution.
Ecommerce quality rule
Every completed order must have a delivery confirmation reference or a handover note. Orders closed without proof of delivery cannot be defended in a dispute.
Order confirmed
Record the stock reference, confirmed price, payment mode, and expected delivery. Share the order reference with the customer by WhatsApp before ending the session.
Order cancelled or modified
Record the reason, whether a refund is applicable, and who authorised the change. Cancellations must be acknowledged in writing before closing the record.
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