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Green
Supply Fulfillment Programs
How to Handle Customer Service
Questions
Has
my customer's order been shipped?
Can
I stop a package that has been shipped?
My customer
would like to return an item. What do I do?
My
customer placed an order, but was shipped the incorrect item. What do I do?
My customer's order appears to
be lost/damaged in transit. What should they do?
My customer
received a defective item. What should I do?
My
customer has not received product and wants to cancel the order. What do I do?
Does Green Supply issue Call Tags?
How do
I set my customer service policies for my online store?
Will Green
Supply communicate directly with my customer?
How do I handle firearms in my
store?
What is a return freight charge?
What
is an address correction and why am I being charged for it?
What is "New" condition?
How
do I handle Back Orders? How does Green Supply handle Back Orders?
How
do I contact Green Supply with questions regarding customer service?
Does Green
Supply accept returns on loaded ammunition?
Does Green Supply ship internationally?
Has my customer's order been shipped?
All orders are recorded and tracked online. The dealer has access to this information in the administration area.
Can I stop a package that has been shipped?
If it was shipped USPS Post Office NO
If it was shipped UPS we can try but it is not always successful and the fee is $11.00. New UPS Returns Service Rates are now in effect.
My customer would like to return an item. What do I do?
For a more prompt exchange/refund, please keep your invoice and call to obtain a return authorization number.
If it is necessary to return merchandise for an exchange/refund, all merchandise must meet the following conditions:
-Return in original
packaging
-Return to Green Supply within (30) days
-Copy of invoice enclosed with merchandise
-Enclose a brief letter of explanation
-All returns must be prepaid;
No COD's accepted
All returns for refund paid by credit card will receive a credit to the credit card.
Any questions concerning an exchange/refund should be directed to our customer service department at (573) 594-6771.
For a prompt exchange/refund, return all merchandise to:
GREEN SUPPLY INC.
3059 Audrain Rd. 581
Vandalia, MO 63382
Attn: Customer Service
My customer placed an order, but was shipped the incorrect item. What do I do?
Call us for an RA# Return Authorization Number. We will email or mail a UPS return Label to your customer. If the order was shipped ground, and the end user decides to overnight the package to us to get it here faster, they will do that at their own expense.
Once the incorrect item is received back, Green Supply will ship out the correct item. If you wish to have the correct item shipped out prior to us receiving back the incorrect item, we can do so, but you will be responsible for the original item's purchase price should it not get returned.
No express freight methods will be used for items shipped a second time regardless of how the item was originally shipped. If a dealer wishes to ship an item via an express method, it will be done at the dealer's expense.
Make sure to:
- Include a copy of the original packing slip
- Note the Return Authorization number of the outside on the packaging*
My customer's order appears to be lost/damaged in transit. What should they do?
Instruct your customer that a claim will be filed for the damaged/lost package. You should contact Green Supply, and we will file a claim with the package carrier (UPS or USPS). These claims can take upwards of 30 days.
If the consumer would like a second shipment to be made, they will be charged for the replacement order and be credited for the lost order upon resolution of the lost package.
My customer received a defective item. What should I do?
We are not a warranty repair station, therefore, we cannot accept returns due to defective material or workmanship caused by the manufacturer, please contact the manufacturer first. Questions please call our Customer Service Department.
My customer has not received product and wants to cancel the order. What do I do?
Only orders that have not yet been shipped or are not in process can be canceled. The dealer has access to all orders in the administration area. If the order has not yet shipped or is not in process, notify Green Supply via telephone to cancel the order. It is important to notify us immediately if a customer wants to cancel an order, as most orders ship same-day.
If the order has been shipped, the consumer will need to follow the normal returns process, if the package is refused then a return freight charge will be added.
Does Green Supply issue Call Tags?
Call tags will not be issued for any reason. We can email or mail a UPS return Label to your customer if the error is Green Supply's
How do I set my customer service policies for my online store?
Individual store policies may be different from Green Supply's policies. For instance, if you wish to charge the customer a 15% restocking fee for returned merchandise, that policy must be made by you and it must be made clear to anyone ordering from your online store. Another example would be if you wanted to take back any product for any reason for any amount of time. That is fine, we are not discouraging those practices. Just know that you will be responsible for making those promises happen. All dealers should set and state their own customer service policies.
Suggestion: Make sure your customer service policies are easy to find and understand on your online store.
Will Green Supply communicate directly with my customer?
Green Supply will not accept or solicit communications with your customer. They are your customers and you are expected to handle their questions. If we should happen to be contacted by your customer, we will re-direct them to you for answers.
How do I handle firearms in my store?
You MUST have an FFL to sell firearms online. Green Supply will ship firearms from our warehouse directly to a licensed FFL holder in the consumer's area. The consumer must be contacted by you to make arrangements for the shipment.
What is a return freight charge?
When a customer refuses a package or UPS returns the package, UPS is charging an Undeliverable Package Return Charge. This amount will be billed to you as needed. Depending on your customer service policy, you may opt to charge your customer back for this fee.
What is an address correction and why am I being charged for it?
Occasionally, Green Supply will be billed for an address correction. UPS charges $5.00 (or $10.00 for express packages) if the address given by your customer is not exactly correct. This amount will be billed to you as needed. Depending on your customer service policy, you may opt to charge your customer back for this fee.
All products must be in new, unopened
condition if it is being returned to Green Supply.
Examples of new, unopened products:
- A piece of clothing that still has the tags attached and/or has not been worn
- A shotgun that has not yet been pieced together
- A treestand that has not been assembled
Examples of products that Green Supply
will refuse:
- A boot with mud on it (has been worn outside)
- A riflescope that has been mounted to a firearm
- A Leupold optic without the shrink-wrap around the original box
- Any bubble-packed item that has been opened
Refused items will be shipped directly back to your customer, and will not be credited. You will also absorb the return freight costs to your customer. For this reason, it is important to understand the condition of your customer's products before requesting a return from Green Supply.
How do I handle Backorders? How does Green Supply handle Back Orders?
Backorders tend to run about 18% at Green Supply. About 75% of those backorders are due to manufacturer supply constraints. The other 25% are most likely our option and depends on what we have going on in our business.
Our purchasing department is second to none in the industry. Our systems control back orders and keep them to a minimum for your convenience. However, there will be times when a back order happens and your customer will not want to wait. We encourage you to step in and fulfill the order. Customer satisfaction is the primary goal at Green Supply. If you have another source for the product, then you may want to consider getting it fulfilled somewhere else. Contact us to cancel the order and deal directly with your customer to get the product there in a timely fashion.
Otherwise, Green Supply does accept back orders and will get them fulfilled as soon as possible when they should happen to occur.
How do I contact Green Supply with questions regarding customer service?
Dealers only:
Email: service@greensupply.com
or via Phone: 800-424-4867
Does Green Supply accept returns on loaded ammunition?
No - due to safety concerns, we do not accept returns on loaded ammunition.
Does Green Supply ship internationally?
No-we do not ship internationally.