Aftersales Staff Manual

The Aftersales Staff Manual aims to provide guidance to aftersales employees on the processes and procedures that the Aftersales team must adhere to.

Aftersales - Expenditure Approvals

1. Compensation / special shipping arrangement charges to be approved from the Aftersales Manager a) The Aftersales Manager is entitled to decide on compensation amounts up to 30% of the order value without getting written approval from the Sales Director. b) The 30% of the order revenue must be covered by profit made on the respective order – means the compensation must be fully covered by the profit made on the respective order c) Points a) and b) also apply for any special shipping arrangements to meet order deadlines

2. Compensation / special shipping charges to be approved by the Sales Director a) Any compensation or cost for special shipping arrangements that are beyond 15% of the order value or are not 100% covered by the profit of the respective order require a formal written approval from the Sales Director (or Managing Director) b) To gain the written approval a bullet point report must be provided with exact dates and a brief description of why the compensation / special shipping arrangement is necessary

3. Claims for charge backs from couriers when courier failed delivery on time a) A formal claim is made by the Aftersales Manager containing: - a description of the service used from the courier - exact date the parcel was handed to the courier - agreed date of delivery within the terms of the service used - cause of the delay and why it is the couriers responsibility - get a written statement from the courier admitting the responsibility and agreeing on alternative arrangements when possible

b) Courier disputing the responsibility and refusing compensation – the following action has to be taken: - get a written statement from the courier outlining why they are disputing the failure of the service and lead times agreed on - pass on this feedback together with a summary of the case in bullet points including exact dates and times to the Sales Director and Managing Director for further escalation