New orders will be displayed on the welcome page under New Orders and an email will be sent with a direct link to the order.
New orders must be transferred to your own system and confirmed daily. In addition, the availability details must be checked and adjusted if necessary (see ADJUSTING ORDERS).
New orders should be processed within 24h.
It is mandatory to transfer the Galaxus order number (Order field) into your own system, as this is required for all subsequent processes
Customer information is to be treated confidentially and may not be used for advertising purposes
Confirmed orders can be found and opened using the order reference:
An Excel list of all open orders can be downloaded under "Orders" > "Item management" > "Not sent positions":
Delivery date updates
If a product is no longer in stock and has been reordered, the expected delivery date must be entered. If the backorder delivery takes longer than 30 days, the order item must be cancelled.
If the delivery date of a backlog is postponed, the new delivery date must be entered.
Cancellation / partial cancellation
If a product is no longer available, or no longer available in the ordered quantity, this can be canceled via the availability status cancel/unavailable. The customer will be notified by email that the item has been cancelled and the amount already paid will be credited. Once this status has been selected and saved, it can no longer be changed.
Cancellation requests for unshipped order line items are displayed on the Welcome page and a mail is sent to CMI users. Alternatively, all unprocessed cancellation requests can be opened from the Cancellation Requests tab.
Accept cancellation request
The order item will be canceled at the customer, the total amount of the item will be credited to the customer and he will be notified accordingly.The item must be canceled in this case also in the own system.
Decline cancellation request
Cancellation requests may be rejected if the goods have already been shipped. The customer will be informed about the rejection of the cancellation request.
As soon as orders/order items are ready for shipment and any tracking information is available, this must be entered in the CMI.
Any tracking numbers must be entered and the shipment recorded via "Record shipment".
If only a partial quantity is ready for shipment, the quantity on the order item can be adjusted accordingly. After entering the shipment, the position is split automatically
Once a customer has received the ordered goods, he has the possibility to return them. There are two options: Either the customer registers the return in his customer account or he sends the goods back without registration. (For details see Returns)
RETURNS WITH CUSTOMER REGISTRATION
If a return arrives, the customer's registration can be searched for and opened using the information on the return label, via the Marketplace > Customer Returns Overview tab.
On the registration the customer return reason, which was given by the customer, is visible. By means of pencil symbol the return can be accepted or rejected.
RETURNS WITHOUT CUSTOMER REGISTRATION
If there is no customer return registration, the return label can be used to identify the Galaxus order number and the relevant order can be opened via the Orders > Confirmed orders, Advanced search tab.
On the order, the return can then be recorded and processed via Marketplace Returns > Register New Return.
Service cases of customers are displayed in the Marketplace > Service Cases Overview tab. As soon as a service case is processed, it must be moved to the In process status and to the Solved status after completion.
Dead on arrival (DOA)
If a customer has received the ordered goods defective (DOA), he can return them as a service case. The goods must be replaced immediately, whereby a solution can also be requested bilaterally with the customer. If goods cannot be replaced or repaired, the customer is entitled to a credit note. This must be issued individually between the dealer and the customer and is not automated via Digitec Galaxus AG.
If a customer has a warranty case, he can return it as a service case. The goods must be replaced immediately, whereby a solution can also be requested bilaterally with the customer. If goods cannot be replaced or repaired, the customer is entitled to a credit note. This must be issued individually between the dealer and the customer and is not automated via Digitec Galaxus AG.
Repair with costs
If a customer has a service issue with an item where the warranty/legal guarantee has expired or has expired due to physical deterioration of the product, the item can be repaired or replaced at a charge.If a repair or replacement is considered, a cost proposal must be submitted to the customer in advance. The customer can accept or reject this proposal. In the event of rejection, it must be clarified with the customer whether the article can be disposed of directly. Otherwise, the article must be returned to the customer. This must be clarified and handled individually between the retailer and the customer and is not automated via Digitec Galaxus AG.
The enjoyment guarantee covers the most common wine defects:
TCA contamination (cork taste/tap)- Second fermentation ("fizzy" taste)- Reduction, too little oxygen during fermentation (tastes like rotten cabbage)
Oxidation, too much oxygen during fermentation (tastes like sour apple)
No claim to enjoyment guarantee
The customer did not like it
Should a customer have received bottles with wine defects, a solution must be sought immediately with the customer. This must be clarified & handled individually between the dealer and the customer and is not automated via Digitec Galaxus AG.
CMI IN COMBINATION WITH EDI
By automating the order processing via EDI, manual steps in the CMI are omitted, depending on the degree of automation. In this case, please discuss the CMI handling with the responsible Integration Manager.
Order Placement (ORDP): Replaces the manual entry of orders in your system.
Order Response (ORDR): Replaces the confirmation of orders and, depending on the implementation, delivery date updates.
Supplier Cancel Notification (EOLN): Replaces the cancellation process
Cancel Request (CANP), Cancel Confirmation (CANR): Replaces the cancellation request and response in CMI
Dispatch Notification (DELR): Replaces the dispatch notification direct deliveries
Invoice (INVO): Replaces the transmission of the invoice via mail