There are many individual documents that will walk you through how to process quotes and changes to them. This is a high level document that is designed to help you understand the basic principles.
The first thing to remember, is that if there is ever a Quote that is included in the job, Salesforce will deal with that FIRST.
The order of processing is as follows:
- Non-priced repairs (EVALS) > Quotes
- Priced repairs > Quotes
- New Orders
- Multiple line jobs containing EVALS + Orders
- Multiple line jobs containing priced repairs + Orders
Price changes can happen to quotes for a number of reasons:
For an EVAL (zero-dollar or non-priced repair), once we receive the part, we will know what it will cost to fix it, and we need to send that price to the customer to approve.
For a priced repair, the item could come in with much more damage than normal, so the cost would be higher.
Shipping charges could change.
The price could be wrong on the website (either higher or lower) and need to be adjusted. Hopefully this will not happen often.
There are a few things to consider when changing the price on a QUOTE:
1. How did the customer pay?
2. Was it a priced quote or an EVAL and what stage of the Quoting process are you in (in Salesforce)?
Payment Options
Depending on how the customer is set up, the customer will either be able to Pay by PO, or has to pay by either Credit Card or PayPal.
PAY by PO
From a "processing" perspective, it is much easier if the Customer has terms and can Pay by PO. Once the price gets changed, the CSR Team sends the customer an email alerting them of the price change. The customer responds with their confirmation. There is no need to go through the checkout process again. The original order is canceled, and the new order is created and linked in Salesforce.
Priced Quote - Paid by PO
If the item is a Priced Quote, it starts out in Salesforce in a Quote Hold Status.
The RMA document is generated, the customer sends in the product, and the customer sends in the product. Assuming the price of the repair is going to be what we thought, you can move the quote status to Accepted and mark as Completed.
Most of the time you will not have a price adjustment on a Priced Quote.
If the repair would require more work than originally anticipated, the CSR Team would update the price and regenerate the document for the customer to approve the new price.
Because the customer Paid by PO, there is no need to checkout again. The CSR Team will email the customer the new price and the customer responds with their approval/denial.
If approved, the quote is moved to Accepted and the order is created.
If the customer does not want to proceed, the CSR would cancel the quote.
EVAL - Pay by PO
The process only changes slightly if it starts out as an EVAL. EVALUATIONS start out with a zero dollar amount in eCommerce, the customer sends the item in to be evaluated, after which we send the customer a document explaining what we found, the cost to repair and the turnaround time.
Once the customer approves the quote, the CSR marks it Accepted.
Remember, once the Quote has been turned into an Order, if additional price changes need to be made, you MUST DELETE the quote reference number of the price change will NOT process properly.
Paid by PayPal or CC: Quotes (Priced or EVAL)
If the customer CAN'T pay by PO, s/he will enter a credit card or check out through PayPal when placing the original order. This authorizes the original amount charged for 29 days. If the job is not completed within that time, the CSR Supervisor will reach out and get an extension.
If there is a change to the cost being charged, for any reason), the customer will receive an email linking them to a new cart to check out and reauthorize the payment. Once they complete the cart checkout, the original order is canceled and a new order is created and linked in Salesforce.
If the customer paid by CC or PayPal and the price has changed, Salesforce will kick off an email with a link to a second cart.
Once the customer checks out again, the quote is moved to Accepted and the order is created.
Remember, once the Quote has been turned into an Order, if additional price changes need to be made, you MUST DELETE the quote reference number of the price change will NOT process properly.
If the customer does not want to proceed, the CSR would cancel the quote.
Below are several documents on Credit Card Transactions in case you need to reference them now.
| What happens in eCommerce if the Credit Card needs to be re-authorized? | How do I re-trigger the cart if the customer has not checked out with the new price? | Customer Service Representative | Industrial Parts & Service Wiki (efactorypro.com) Payment Types: Credit Card/PayPal vs. Pay by PO and why it matters | What happens if a customer payment method in BigCommerce has to be changed after checkout?
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