Nashua Mobile Training Manual

1. Introduction to Nashua Mobile
2. Digital Planet’s Role
3. Ordering Process
4. Payment Process
5. Delivery Process
6. Back Order Process
7. Reverse Logistics Process
8. Website Details

1. Introduction:

2. Digital Planet’s Role:

• Digital Planet facilitates the Order processing  , Payment , B/O , Reverse Logistics procedure as well as Customer Service

3. Ordering Process:

• All Orders are processed by the customer via the Nashua Mobile Site
• Once the payment is received and updated on AE the order will be processed
• The Dispatch Team will allocate stock to the order
• Once stock is allocated the order will be invoiced  and shipped to the customer

• All contract ,contract renewals and upgrade will be dealt with by Nashua – 0861 412 412

4. Payment Process:

• Customer has 3 payment option to choose from

• Credit Card
• EFT
• Voucher

• Credit Card:

• No ITC check is done from by DP as payment is facilitated by 3d Secure
• Should the payment pass through the 3D secure process then the order will be processed on AE
• Should the payment not pass through the check then the order will be rejected

• EFT:

• Customer will proceed to make payment into DP’s account
• DP accounts team (Levinia) will update payment on the order
• The order will then be processed

• Voucher:

• Order is processed instantly

5. Delivery Process:

• Payment for the order will be updated by the DP Accounts Team
• Order will then get processed via AE
• Stock will be allocated to the order
• Once stock is allocated the order will be invoiced
• Delivery will then be scheduled with DawnWing Couriers
• Delivery to all clients are FREE
• Delivery takes 5-7 working days from date payment is received

6. Back Orders Process:

• Order gets processed on AE
• Stock of the item/s get depleted
• The Dispatch Team will receive this order on their report and they will reject the order
• The order will then move onto Procurements report alerting them of the situation
• Procurement will then proceed to place an order with the suppliers for whatever shortfall there is on stock
• Procurement will then advise the call center of the estimated time of arrival (ETA) of stock and call center will pass this information to the customer
• There can be 2 outcomes pertaining to the ETA of the stock

• ETA / No ETA

• Call Center will inform the customer of the ETA on stock and customer can either

• Confirm that they are willing to wait
• Request an alternative or
• Request a refund

• Should the stock be received from the suppliers or the customer chooses an alternative, then stock will be allocated to the order and the order will be fulfilled
• Should customer request a refund, the call center agent will acquire the customer’s banking details  and request for this

9. Cancellations:

• Before Ordered with Supplier :

• Order will be cancelled on AE
• Then request a refund for the order

• After Ordered with Supplier :

• The order will be cancelled on AE
• Call Center must inform procurement of the cancellation
• Then request a refund for the order

10. Reverse Logistics Process

• Digital Planet will facilitate this process

• OBF:

• Customer must inform us of the defect within 7 days from date of receipt
• Customer can either take the unit to the nearest NM store or DP will arrange collection
• Once Digital Planet has received the device it will be sent to the Nashua Mobile warehouse for a replacement

• Repairs:

5. In Warranty:

• All products have a 1 year warranty
• Customer can either take the unit to the nearest NM store or DP will arrange collection
• Once Digital Planet has received the device it will be sent to the Nashua Mobile warehouse for repairing
• Delivery time on repairs are 10-14 days
• Once Digital Planet has received the device back from the warehouse, it will be shipped to the customer

5. Out of Warranty:

• Customer to contact Nashua directly and given a quote for repairs
• Customer can accept the quote and do payment to Nashua via EFT
• The device will be repaired and return to the customer

• Or customer can decline the quote and the product is returned t the customer

7. Website Details:

• Website address: www.nashuamobile.com
• Contact Details:  0861412412

• Contact Details:  0861 888 668
• E-mail Address:   nashuamobile@digitalplanet.co.za