What do I do if there's a remake?
Whenever a customer needs a remake, it's normally because they broke something during assembly, something was damaged in shipping or we sent them defective/incorrect product. For inventory purposes, it is important to send a ‘Remake Form’ for all situations.
Customer Damaged or Broke Something
If the customer needs a remake because it was their fault that it broke, then we will charge them for shipping and we will charge them for the cabinet parts. Watch this video to figure out how to quote out cabinet parts. https://www.dropbox.com/scl/fi/5v4an7q49q427hnjqzha5/Part-Pricing.mp4?rlkey=6s5zqm989d90j97cd7gtmymmw&dl=0
Hardware will we charge full price. We try to ship ground for most items but there are limitations to what is allowed to go ground. If you are unsure if it can be shipped ground or not, please reach out to Nate.
If you need a ground shipping quote, send a message to hardware with the dimensions of the parts along with the address. Please send freight quote requests to Dale.
IT IS IMPORTANT THAT YOU GIVE THE CUSTOMER A SHIPPING QUOTE BEFORE YOU PROCESS THE REMAKE. SOME CUSTOMERS MAY NOT WANT TO PAY FOR SHIPPING.
When the customer approves all shipping charges, these are the steps to take when submitting a remake into the shop:
- Ask the customer to send you pictures of the damaged pieces as well as the picture of the the cabinet label sticker that is located on the piece of the cabinet. If the customer no longer has this label, please make sure they give you the information that is highlighted in the picture below (Product ID, Product description, and job number). This is the information that Nate needs to be able to find this job
If the customer does not have any of this information, please have them take a picture of the assembly sheet of that particular cabinet.
- Save all of the pictures.
- Once you have all of this information, create a new deal in Pipedrive. You will want to name the deal as follows "Remake (Customers full name) for (Order number)".
- You will upload the remake pictures under this new remake deal
- In the deal, you will go under the "Documents" tab. You will find a document that says "Remake form" you will fill this out exactly like you do when you create a document when doing the order review. The only difference is that you will put in the document title that this is a remake for (order number)
- Ask the customer if any hardware is needed. If yes, specify what they need in the remake sheet.
- Create an invoice in Shopify for the shipping/parts and send them the invoice so they can pay.
- If everything is self explanitory, please email nate ([email protected]) and Accounting ([email protected]) to let them know about this new remake deal created.
Damaged in Shipping or Defective/Wrong Product
If the customer received damaged parts during transit then we will not charge them for the parts or for shipping. You will follow these steps to process a remake.
- Secure pictures from the customer that show part damage and part label.
- In Pipe Drive – create new deal under the ‘person’ name the remake is associated with. (Click on customer name and then click ‘Add New Deal’)
- Fill out Product Remake Form that can be found under the "Documents" tab in the deal. You will fill this out exactly like you do when you create a document when doing the order review. The only difference is that you will put in the document title that this is a remake for (order number) see example
- Upload the Pictures to the remake Deal you have created.
- In the New Deal name you will type "Remake (Customers full name) for (Order number)".
- Move Deal to ‘Production’ P2
- Send Nate ([email protected]) and Accoutning ([email protected]) an email through the remake deal to let him know that you created a new remake deal for (customers name).
- Include any important notes to the deal name, order processing details or shipping details.