SYSTEM OF PROCESSING ORDERS, SHIPPING AND BILLING

The systems that will be use for processing are manual systems and computerized systems. Firstly, customer can make the order for hand tools and equipment via online or just come to our office. If they want to order via online, they will need to fill in the form that have in our website. But, if they want to order via manual, they can come to our office during office hours which is 8 a.m until 5 p.m. They can also make an order via phone call.

The process of order will include the use of order form and invoice. There is term and conditions in the order form. Therefore, all customer need to read and understand all the terms and conditions. Our company will not responsible if there is misunderstand during the order process.

The process after the order process is delivery process. The hand tools and equipments that ordered by customer will deliver as soon as possible by using lorry. The lorry is provided by our company. However, our customers need to pay for delivery cost that will be state in the receipt.

The customer will get a receipt when they pay for the hand tools and equipment. The receipt can be use as evidence if they want to return the hand tools and equipment that that buy. The receipt is also important to record the data of money that have been pay by customer. The customers need to keep the receipt carefully because it may be useful in the future.

METHODS OF PAYMENT AVAILABLE FOR CUSTOMER USE

There is various methods of payments that our customer can use to pay for their bills. Firsly, they can use cash money. Normally, cash money is use when the quantity of hand tools and equipment buy is not too many and cheap. This is because the use of cash money is more effective and easy when the total price is small. Cash money will make the process of payment run smoothly.

Besides, our customer can make a payment by cheque or bank-in the money to our company account. This system is quite complicated. This is because they need to proceed by confirmation to make sure that their money has been bank-in properly. The bank-in method is suitable for those customers who buy many tools and equipment. Therefore, they just need to bank-in the money rather than give cash money.

CREDIT TERMS OFFERED TO CUSTOMER

If you will offer discounts for early payment or impose penalties for late payment, they should be mentioned in this part of your marketing plan. Before customer want to make order, they will prepared with one order form which is this form contain the agreement from customer about the purchasing, the term and conditions when buying our product and dealing with our company. Thus, customer should be alert and always be aware if there any problems or difficulty occurred.

RETURN POLICY

According to the equipment that provided by Construction Tool & Supply.Co, we are offer a return policy to give best services to our costumers. Below is the Return Policy Agreement that had been used by our company.

Return Policy Agreement

All the equipment including hand tools, personal protective equipment (PPE) and accessories are provided a return policy according to the term and condition below:

1. The customer will accept eligible returns within 30 days of their receiving order.
2. Clearly label a non-returnable item as such in the product description.
3. We will refund the money in the same way the customer originally paid if any errors occur during the sending process.
4. Process refunds within one week of receiving an authorized return.
5. Pay for all standard shipping costs, charge no restocking fees and accept all returned items when the return is a result of the retailer’s error.

WARRANTIES OFFERED TO THE CUSTOMER/ SERVICES GUARANTEES

We are offering warranties to our customers. The warranties are divided in 3 parts which are warranty for Personal Protective Equipment (PPE), hand tools and accessories. We divided the tools in 3 parts according to their lifetime. PPE had a long lifetime because they are produced in a high quality to protect a human safety. The warranty card that provided by our company is shown in figure below.

Figure 6.3 : Warranty card for PPE equipments

Figure 6.4 : Warranty card for Hand tools

Figure 6.5 : Warranty card for accessories

Warranty Agreements

1. This warranty provided for the product Personal Protective Equipment (PPE), hand tools and accessories during 2 years, 1 year and 1 month respectively from the date of purchase.
2. This warranty applies only to products purchased with valid sticker show ‘Supply by Construction Tool & Supply.Co’.
3. During the warranty period, the costumer can repair at any defective product or parts with new or refurbished replacement part of items and will return to consumer in working conditions. No charge will be made to the consumer.
4. The consumer must provide purchase receipt and warranty card or other information to prove the date and place of purchase.
5. If customers claim any defect in a product packaged, return it at our expense to Construction Tool & Supply.Co.

AFTER-SALE SUPPORT OFFER

Our company prepared maintenance services for customer when our products have any problem or damage. A maintenance service of the products is free and our company will consider for each damage occurred, so that customer satisfied with our services and continue to support our company for the future.

CUSTOMER FEEDBACK SYSTEM

The system will be prepared and available for customer to give their suggestion, comment, opinion and any comments about our products or our services through e-mail and blog. Our blog also will be prepared to the online order for customer to do the ordering process through the internet.

Credit Policy (Blog)

Before customer want to make order, they will prepared with one order form which is this form contain the agreement from customer about the purchasing, the term and conditions when buying our product and dealing with our company. Thus, customer should be alert and always be aware if occurred any problems or difficulty.

Our company prepared maintenance services for customer when our products have any problem or damage. A maintenance service for products is free and we will consider for each damage so that customer satisfied with our services and continue support our company for the future.

Yes. The system will be prepared and available for customer to give their suggestion, comment, opinion and any comments about our products or about our service such as at email and our blog. In our blog, we also will be prepared the online order for customer to do the ordering process through the internet.