On rare occasions, you may need to process an order to Customer Care free of charge. Be sure to receive the appropriate approvals from management by email or letter, etc, so that it can be documented in CRM.
- Create the quote for the free of charge order the same way you would for any other quote. Save quote.
- When you are ready to process the order, open the quote for editing and set the PO Number to “FOC Order” and enter the date in the PO date section.
- Enter internal notes with the reason for the free of charge order and who it was approved by. Be sure to mention whether it is due to warranty coverage or something else.
Note: FOC orders that involve a specific cost center are not processed through Customer Care. This is a separate process.
- In the attachments section, add your supporting documents and written approvals from management. You can select browse to choose from a local file on your PC. Be sure to click “Upload” after selecting the file and confirm that it has been attached.
Alternatively, you can click, drag, and drop an email chain directly from Outlook into the Attachments box in CRM:
5. After assigning the line items to groups in your quote, apply a 100% discount in the Group Attributes section with the description “Free of Charge Order”
6. Save and double check your quote.
7. Verify that the Net Value reflects 0.00 USD, then mark the quote status as Order Received.
- Proceed to create a follow-up task for Customer Care from your quote.
- Label the Description as CC FOC, enter due date, mark category as “order”, and add another note including reason and approval party for the free of charge order.
7. In the Parties Involved section, add the Customer Care department code as the Responsible Team. Then click "Save", or "Save and Back."
7. Back inside your quote, verify that the Customer Care task is showing in the “Transaction History” section. If so you are finished!