Green Supply Fulfillment Programs
How to Handle Customer Service Questions
Has my customer’s order been shipped?
My customer ordered the wrong item, and wants to exchange it. What do I do?
My customer would like to return an unwanted item. What do I do?
My customer placed an order, but was shipped the incorrect item. What do I do?
My customer received a package that was damaged in transit. What should they do?
My customer’s order appears to be lost 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 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?
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.
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My customer ordered the wrong item, and wants to exchange it. 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
- Merchandise returned for exchange- will be charged a $10.00 exchange fee plus
a shipping charge.
-Merchandise
returned for refund- will be charged a 15% restocking fee - $3.00 minimum.
-All returns must be prepaid;
No COD’s accepted
If the merchandise you wish to receive is
out of stock, a refund/credit will be issued promptly.
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.
If merchandise you receive is defective, call our customer service
department for instructions.
For a prompt exchange/refund, return
all merchandise to:
GREEN SUPPLY INC.
3059 Audrain Rd. 581
Vandalia, MO 63382
Attn: Customer Service
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My customer would like to return an
unwanted 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
- Merchandise returned for exchange- will be charged a $10.00 exchange fee plus
a shipping charge.
-Merchandise
returned for refund- will be charged a 15% restocking fee - $3.00 minimum.
-All returns must be prepaid;
No COD’s accepted
If the merchandise you wish to receive is
out of stock, a refund/credit will be issued promptly.
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.
If merchandise you receive is defective, call our customer service
department for instructions.
For a prompt exchange/refund, return
all merchandise to:
GREEN SUPPLY INC.
3059 Audrain Rd. 581
Vandalia, MO 63382
Attn: Customer Service
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My customer placed an order, but was shipped the incorrect item. What do I do?
Instruct your customer to return the incorrect item and include a return receipt for freight. The freight credit will either be the exact amount on the original invoice or the actual cost of freight to Green Supply. This will be done at Green Supply’s
discretion. 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.
Instruct the customer to ship the incorrect item back to Green Supply at:
Fulfillment Center
Attn: RA# *
3059 Audrain Road 581
Vandalia, MO 63382
Make sure to:
- Include a copy of the original packing slip
- Note the Return Authorization number of the outside on the packaging*
- Ship it via a traceable method (UPS, FedEx, USPS w/package tracking)
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My customer received a package that was damaged in transit. What should they do?
Your customer should contact the package carrier (UPS, FedEx, RPS, or USPS) and file a claim using the package tracking number.
Green Supply will not accept merchandise damaged in transit. All
claims must be filed with the carrier.
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My customer’s order appears to be lost in transit. What should they do?
Instruct your customer that a claim will be filed for the lost package. You should contact Green Supply, and we will file a claim with the package carrier (UPS, FedEx, RPS, 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.
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My customer received a defective item. What should I do?
If the product is defective, then see manufacturer warranty list for
return instructions.
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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.
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Does
Green Supply issue Call Tags?
Call tags will not be issued for any reason. We will credit the end user for freight if
the error is Green Supply's. In order to get reimbursed for return freight,
your customer must include a receipt for the return freight when they ship the
product back to us.
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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.
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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.
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How
do I handle firearms in my store?
You MUST have to 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.
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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.
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What is "New" condition?
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.
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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.
Effective 8/19/01:
If the order is partially back ordered,
Green Supply will make a judgment to determine if the order can be shipped in
two segments. The initial shipping will be paid by the consumer and the
back ordered items will be paid by Green Supply.
Green Supply will no
longer wait for the entire order to come into stock before shipping in stock
merchandise.
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How do I contact Green Supply with
questions regarding customer service?
Dealers only:
Email: service@greensupply.com
or via Phone: 800-424-4867
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