Order Troubleshooting

Delivery Problems

The first step is to liaise with Aftersales (currently aftersales@flashbay.com or aftersales.us@flashbay.com). They will contact an account manager of the courier company to try and resolve the problem. Remember to empathise with your customer and reassure them we are doing everything we can.

Post delivery problems

Customers will very occasionally make complaints about malfunctioning products or print quality. The following steps should be taken:

1) Empathise with your customer. Advise your customer that we will investigate the problem immediately. Liaise with Aftersales for further instructions.

2) If your customer is purporting to be in possession of malfunctioning units, request instructions from Aftersales.

3) Aftersales may instruct you to schedule a replacement order. Always mention in job notes if an order is for replacements.

4) If applicable, arrange with Aftersales to issue a credit note for any returned units.

Please note that you are required to obtain Aftersales' written approval before offering or even talking about any REFUND to your customers. By standard we do not refund our customers for faulty goods, we replace faulty goods.

Returns Procedure

1) Customer reports a problem to you for an order that has been delivered:

Please ask the customer to provide as much information as possible about the problem in as much detail as possible via phone or email (preferred). If you cannot resolve the problem ‘on the spot’ with the customer over the phone, please advise the customer once you have asked for all the details very carefully that Flashbay will investigate their problem/complaint immediately as a matter of priority and will get back to them as soon as the results are available (usually 24 hours maximum) with an answer. The outcome of the report maybe that Flashbay needs the order back at our offices to be able to investigate the case properly (see 3) below). Regardless, do NOT advise the customer of any answer or promise before our investigation has been completed in full. Do NOT make arrangements of any kind until the report has been completed. When providing information to Aftersales regarding how the problem occurred, keep your report short, factual and logical.

2) Results of investigation:

The result of the investigation will determine whether Flashbay accepts responsibility for a mistake made on an order or whether we refuse to accept responsibility. An email report is issued to the customer on our findings and our conclusion on our findings. This report has to be agreed by Aftersales in writing before emailing to customer. Do not give partial findings or reports to the customer if they call during the investigation - just inform them we are looking into it the case as a matter of priority and will be in touch soon.

3) Return of orders:

If Flashbay has confirmed responsibility for a mistake on an order we will either offer financial compensation or exchange of the goods to the customer. Any offer of compensation or exchange of goods requires the written approval of Aftersales prior to making any arrangements or concessions to a customer.

4) Receiving returned orders:

When Flashbay receives the returned order, our Aftersales staff will advise the relevant sales account manager in charge of the order that the goods have been received back. The warehouse will count the goods very carefully and advise sales staff on the number of items received back. Once the complete order has been received back, you may schedule a replacement order on Netsuite subject to the approval obtained under 3). For particularly urgent replacement requirements, you may schedule a replacement order before receiving back the original order but the factory will not ship until the original order has been confirmed as received back.

Truffle Express - 1 way to recompense your customer

Truffle Express is an aftersales courtesy for final customers that were not 100% satisfied with Flashbay's service (delivery delay, quality problems etc...). On such occasions, we will send customer an apology together with a box of fine chocolate.

Truffle Express is only available to final customers (not resellers) in selected cases which have to be singled out and approved by your respective team manager.

How to initiate?

Email Aftersales with subject line "TRUFFLE EXPRESS". The email body should contain:

i) Netsuite customer record number ii) Contact name iii) Brief description of the particulars of the service failure