Order Management OverviewUpdated 3 months ago
Order Management – Email [email protected] | |
Order Creation | All orders need to be entered/created in Elastic Suite. |
Edits | All order edits (ie. change in units, SKU, hold requests) must be requested a minimum of 15 days prior to the Start Ship date. Edits for Immediate orders (placed through Elastic Suite for a Start Date within 15 days) will require cancelling/resubmitting order in ES, to ensure inventory availability based on ATS. Edits should be communicated to SAXX in a readable table format, including the Account ID, Elastic Suite Order Reference and SKU/QTY to be added/removed. SAXX will share preferred template to be used as guideline. Edits will be actioned by SAXX within 48 hours as standard. |
Customer Holds
| All Customer Holds must be requested including the Account ID and Elastic Suite Order Reference/s to hold. No orders can be in Customer Hold within 30 days to Start Date. SAXX will flag customer holds within the 30-day window regularly, and request either: a) Release from hold b) Cancel order c) Push Start Date – 1 push allowed only |
Returns | All Return requests should be communicated to SAXX in a readable table format, including the Account ID, SKU/QTY and the original Elastic Suite Order Reference, if the account is returning a entire order in full. It also requires the reason for the Return. SAXX will share preferred template to be used as guideline. Returns will be executed in 3-4 business days as standard. |
Cancellations | All Cancellations must be requested including the Account ID and Elastic Suite Order Reference/s to cancel. Cancellation requests should be done a minimum of fifteen (15) days prior to the Start Ship date. Any cancellation communicated after this time-window will be subject to case-by-case approval. |
Backorders | SAXX will always try to ship orders in full and will always aim to communicate order shortfalls after allocation. Shortages will remain on backorder, and SAXX will try to fulfill these units as fast as possible. If SAXX can’t fulfill the backordered units, these will be automatically cancelled after 45 days from original Start Ship Date. |