Here are the accepted policies and procedures for RMA and Credits:

RMA stands for Return Merchandise Authorization.  Once an RMA has been issued, it will print the next time the customer receives an order and will be given to the driver for pickup.   Upon return of the product to our warehouse, a credit will be issued.

WOW Center Agents can issue RMAs or Credits for product that has been in a restaurant’s kitchen for 1 day or less.  All older requests must be sent to accounting (with the exception of meat and seafood, see below)  for approval.  Use the macro, Credit Request After 24 Hours, and fill out the requested form.  Do not just forward the phone conversation.  Be sure to fill out the requested info.

Special orders cannot be returned.  If a customer insists, the purchaser of that product has to override.

Seafood

  • Contact seafood production with any seafood returns or credits for approval.
  • Use the macro, Credit/RMA Request – Seafood.  Fill out the form and submit the ticket as New to the Seafood Production Team.

Proteins

  • For any meat credit or RMA request that did not happen at the time of delivery, the meat team needs to be contacted.
  • Use the macro, Credit/RMA Request – Meat.  Fill out the form and submit the ticket as New to the Meat Production Team.

Customer Order Error

  • Items a customer has ordered by mistake
  • Issue an RMA to get the product back in our warehouse for resale.
  • Us the mistake code CO and add details

Data Entry Error

  • A data entry error has been made on the part of a WCW employee
  • Use the mistake code DE, add details of the issue and indicate when and if the customer needs the product.

Driver Error

  • A driver has mistakenly delivered product to the wrong customer.
  • Use the mistake code DR and add details of the issue.
  • Correct the issue by the means determined by the driver, the customer(s) and you.  Will the driver pick up the product and deliver to the correct account today?  Do you need to issue a pickup for the next day and deliver the correct product the next day?

Not Customer Spec

  • This product is not to the customer’s specifications.
  • Issue an RMA to get the product back in our warehouse.
  • Use the mistake code NS and add details of the request.  Indicate whether the customer needs the item backordered and when they need it.

Price Adjustment

  • A product’s price is incorrect.
  • The WOW Center can issue a price adjustment in the event that a higher priced product was subbed.  Issue the credit for the price of the original product ordered.
  • Use the mistake code PA and include details of the request.

Poor Quality

  • Items a customer has deemed as unusable due to quality issues (spoilage, etc.)
  • Use the mistake code PQ, add details of the issue and indicate whether the customer needs the item backordered and when they need to receive it.
  • Gather as much information as you can, including pictures if possible.  Put in an RMA to get the product back in our warehouse.

Short at Delivery unknown why

  • A product has been shorted.
  • Contact the driver to make sure the item is not still on their truck.  If it is not, issue the credit.
  • Use mistake code SD, add details and indicate whether the customer needs today, will reorder themselves or we need to send the next delivery day.

Missing Tote

  • An entire eaches tote is missing.
  • Use the mistake code TO, add details and indicate when the customer needs the product.

Transit Damage

  • An item has been damaged in transit (jar broken, can dented, etc.)
  • Use the mistake code TT, add details and indicate when the customer needs the product.

Wrong Pick

  • Item was ordered correctly, invoiced correctly, but picked wrong during the order build.
  • Issue an RMA to get the product back in our warehouse.
  • Use the mistake code WP, gather as much information as possible and indicate whether the customer needs the item backordered and when they need to receive it.