Enter a Concession Order

Topics:

• What is the process for Product Support - Customer Advocates to process a concession
• Instructions for Product Support - Customer Advocates for NCP exception processing
• Process instructions for Product Support - Customer Advocates when providing a customer concession

Answer:

The following instructions are for Product Support Reps and Customer Advocates only. Refer to Corporate Promotion Exception Request for information on assigning an exception request to a Product Support Rep.

• Refer to the Exception Request Form Image if needed.

Exception Request Instructions:

1. Go to http://ncpredemption.subzero.com/Concession/Create?type=CS.
2. In the Type field, select CS for Customer Service Concession, Reliability for Field Test Concession, NCP if directed by Pam to cover something NCP related.
   • The concession type is important to select, as it is billing the appropriate department for the item.
3. In the Category field, select the reason for concession from the drop-down menu.
4. Complete the form:
   • Select Rebate
     • Exceptions cannot include Wolf Gourmet items
   • First Name
   • Last Name
   • Email
   • Phone
   • Address
   • City
   • State
   • Zip
   • Country (USA or Canada)
   • Notes are required (include case number with additional clarifying information)
   • Monetary Concessions are issued in the form of a MasterCard Gift Card.
     • CANADA: Gift Cards do NOT work in Canada. Issue a Customer Reimbursement for Canadian Customers.
   • If sending more than one card, a new concession order is needed for each card.
   • Swift does not see a quantity for Gift Cards, and will only send one per concession.
   • See also, National Consumer Promotion Gift Cards.
5. Press Complete.
6. Check the order:
   • Click Concessions tab.
   • Enter last name of customer.
   • Click Search.
   • Status should show as “Ordered.”

Out of Stock

1. When an item is out of stock, select a different item or submit the order using completed as usual.
   • A prompt that the item is out of stock will appear.
2. After today, the order will go into a “HOLD” status.
3. Once stock is replenished, the order will automatically go to “Ordered” status for processing.

Changes

• Refer to National Consumer Promotion Order Changes for instructions.
• The process is the same for concession orders.

Order Status

• For Wolf Gourmet product Concession order status, email [email protected].
• For MasterCard Gift Card order status, refer to National Consumer Promotion Gift Cards.

Document the following on SLX NCP Exception Request ticket:

• Notes regarding negotiation.
• Products requested and being shipped.
• Concession Order ID.