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Frequently Asked Questions – Back to Work (FAQs)
When can I process a BTW (Back to Work) order that has been placed for store pickup?
Once the order has been received on a store level it is to be packed and put aside until the Customer comes in and collects their goods. Store pick up orders should only be processed when the client comes in store to collect their goods.
How do I cancel an order if it hasn’t been collected for over 2 weeks?
Orders not collected will be automatically cancelled in POS after 14 days.
Please Note: Any orders already cancelled will need to be redone by the employment agency/consultant.
Please Note: Any orders already cancelled will need to be redone by the employment agency/consultant.
How long can we hold an order for?
Only hold orders for 7 days. Our priority as a business is to sell stock, if it takes too long for a client to come in then release the stock for walk in customers.
Please Note: If the client does come in after 7 days but before 14 days and we no longer have the goods, either exchange the item for something similar or ask the client/job seeker to contact their employment consultant to place another order.
Please Note: If the client does come in after 7 days but before 14 days and we no longer have the goods, either exchange the item for something similar or ask the client/job seeker to contact their employment consultant to place another order.
Can the Customer change or exchange their goods?
Customers can change/exchange sizes, colours and like for like styles. The clothes need to fit and be fit for purpose.
Please Note: They cannot change their goods for something completely different. I.e., Business pants for boardies. Hivis polo for a generic tee-shirt. Etc
Please Note: They cannot change their goods for something completely different. I.e., Business pants for boardies. Hivis polo for a generic tee-shirt. Etc
What do I do if the Customer wants a more expensive item?
Firstly, to make it simple, be clear to the client that you cannot provide a receipt even if they pay extra. It also needs to be made clear the items cannot be returned or exchanged, make sure the item is right for them first.
Process original purchase order.
Bring up the item in POS which they don’t want and hit the “refund” key, scan the printed receipt as per normal procedure.
Scan in the new item and take payment for the difference.
Retain receipt and keep with paperwork pertaining to that purchase order.
Process original purchase order.
Bring up the item in POS which they don’t want and hit the “refund” key, scan the printed receipt as per normal procedure.
Scan in the new item and take payment for the difference.
Retain receipt and keep with paperwork pertaining to that purchase order.
Why haven’t I received the order on POS?
All orders processed by an employment agency is transferred to you in real time.
Please Note: If a client comes you and you do not have the order on your printer or in your POS, there are two possible reasons for this:
The order has not yet been approved by the Employment Consultants manager or accounts team – whomever is the authorised approver within their respective branch or business.
They have inadvertently selected the delivery option to “Deliver to branch”.
Please Note: If a client comes you and you do not have the order on your printer or in your POS, there are two possible reasons for this:
The order has not yet been approved by the Employment Consultants manager or accounts team – whomever is the authorised approver within their respective branch or business.
They have inadvertently selected the delivery option to “Deliver to branch”.
A Customer has come instore with a Manual Purchase Order, what do I do?
POS Procedures:
Enter all the sale items.
Hit Subtotal.
Hit Sundry charge
Select 1 – Zero/Gold Card.
Then enter the 30-Day Account Number.
Enter the corporate account number in twice. The corporate account number is validated to be an active account.
Select [1 – Yes] and fill in the following details.
Please Note: The Company name related to the 30-Day account number will automatically be displayed on the Purchase order details window, see below. This will help the user validate the 30-Day account number.
Ensure the Purchase Order Details Section is completed.
to Accept and finish the sale.
Important:
Ensure you enter a Purchase Order Number and the Clients Name in the appropriate fields.
Obtain signature of client or representative on MFC copy, as this acts as the confirmation that goods have been collected.
Write name of client on Sales docket.
Enter all the sale items.
Hit Subtotal.
Hit Sundry charge
Select 1 – Zero/Gold Card.
Then enter the 30-Day Account Number.
Enter the corporate account number in twice. The corporate account number is validated to be an active account.
Select [1 – Yes] and fill in the following details.
Please Note: The Company name related to the 30-Day account number will automatically be displayed on the Purchase order details window, see below. This will help the user validate the 30-Day account number.
Ensure the Purchase Order Details Section is completed.
Important:
Ensure you enter a Purchase Order Number and the Clients Name in the appropriate fields.
Obtain signature of client or representative on MFC copy, as this acts as the confirmation that goods have been collected.
Write name of client on Sales docket.
30 DAY ACCOUNTS
Manual Purchase Orders Processed in Store On POS:
To assist in the processing of purchases using 30-day Accounts stores are requested to follow the below instructions.
- Check that the Purchase Order has not expired, i.e., purchase order has designated date of expiry – it cannot be used after that. And ensure purchase amount is no more than the $ limit set on purchase order.
- If the purchase amount is more than the limit stated on the PO, and the client agrees to make a payment – pay the difference, then put purchase through for full amount, followed by the payment (include ALL receipts in scan copy - 30Days@lowes.com.au)
- Once a purchase order is presented, accept the purchase through POS to the correct account number.
POS Procedures
- Enter all the sale items
- Hit <Subtotal>
- Hit <Sundry charge>
- Select 1 – Zero/Gold Card
Then enter the 30-Day account number
Enter the corporate account number in twice.
The corporate account number is validated to be an active account.
Select [1 – Yes] and fill in the following details.
The Company name related to the 30-Day account number will automatically be displayed on the Purchase order details window, see below
This will help the user validate the 30-Day account number.
See the information filled out. You must fill in all the information. Do not leave any field blank.
Instructions for Processing Sales and Orders
General Instructions
Subtotal to Accept and finish the sale.
- Ensure you enter a Purchase Order Number and the Clients Name in the appropriate fields.
- Obtain signature of client or representative on MFC copy, as this acts as the confirmation that goods have been collected.
- Write name of client on Sales docket.
Note: If the client is making a payment, it must be the following transaction to the sale
Online BTW Purchase Orders Processed in Store On POS:
The Back to Work department continue to support Employment Service Providers across the country with over 60 providers accessing the platform and services both online and instore!
All providers branches will have the ability to log in with their own 30-day account number and unique password (head office to set up) Lowes have registered and created a site www.lowesbacktowork.com.au. This site is not for the public eye, and you will not be able to view product offering without entering the username and password.
Order Options:
- Pickup from Store.
- Deliver to the provider’s branch.
NOTE:
All Men’s Business wear and workwear in addition to Women’s Workwear will be live and available to pick up in store. All women’s business wear, workwear and hospitality will only be able to be delivered to the provider’s branch due to it being stock in Lowes’s warehouse.
POS Procedures
An email with all the packing slip information will be sent from the online system to the store and shown as an urgent email alert on the POS.
At The Register:
When the order is ready to process
- Start the sale
- Scan your employee ID
- Hit SUNDRY CHARGE key and you will see the following options
- Select option 5 iPad /Schoolwear Process Order
You will see the following screen. We are combining the IPAD< SCHOOLWEAR and BACK 2 WORK orders in the same list
- When you hit
all of line items for the order will be displayed on the Sales Screen.
- Hit Subtotal Screen will show automatically with the 30-day account to be charged
Press Enter
3 Dockets will print with the wording "ONLINE ORDER"
- MFC copy staff member to write Name of the service provider in signature section.
- Duplicate Docket to be attached to parcel
- Customer Copy attached to packing slip and filed in the online folder order waiting for pickup.
Customer will produce a packing slip to pick up order. Customer is required to sign packing slip of receipt of goods.
Duplicate docket from parcel, packing slips and customer copy docket to be filed in store in the completed order section of the online folder.
Note:
Proof of ID must be presented if the customer does not bring in the packing slip and must match the customer’s name on order.
Customer will receive goods only after signing.
Note:
- Proof of ID must be presented if the customer does not bring in the packing slip and must match the customer’s name on order
- Customer will receive goods only after signing
Exchange/Sale Procedure
If the client wishes to pay extra for a more expensive item/s, follow these steps to complete the exchange/sale:
-
Be Clear About Receipts and Returns:
Firstly, to make it simple, be clear to the client that you cannot provide a receipt even if they pay extra. It also needs to be made clear the items cannot be returned or exchanged, make sure the item is right for them first.
-
Process Original Purchase Order:
Process the original purchase order as you would usually.
-
Initiate Refund:
Bring (scan) up the item in POS which they don’t want, and hit the “refund” key, scan the printed receipt as per normal procedure.
-
Scan New Item:
Scan in the new item and take payment for the difference.
-
Retain Receipt:
Retain the receipt and keep it with the paperwork pertaining to that purchase order.
If you require any assistance please contact Relationship Manager – Natalia Youkhana on +61 424 082 438 or via email on NataliaYoukhana@lowes.com.au
