Navigating the Torpedo7 Group and Stores Guidebook - Standard Operating Procedures & Related Policy

Navigating the Torpedo7 Group and Stores Guidebook - Standard Operating Procedures & Related Policy



Applies to: All Torpedo7 Team Members

Postage

We have courier tickets and bags for company use. If you do need one for personal use, you must pay for them through the till as ‘freight’.

Workshop

As above, only team members are permitted in any workshop in any store; this includes sponsored athletes, work experience students and long standing customers. No bags are allowed in a workshop.

All bikes and skis worked on in our workshop must be accompanied by a workshop card and processed through the booking system. All jobs must be charged out.

The only bikes that can be worked on by you “out of the system” in the workshop (i.e. during breaks or after hours) are your own personal bikes.

If a customer wants to provide a tip in the way of items such as beer or food this may be kept if your Manager has been advised. These ‘tips’ are never to be taken in place of proper payment.

Stock Processing Area and Goods-In

The Stock Controller or their nominated assistant are the only people who may open boxes of incoming goods on a normal working day.

During the weekend, in absolutely critical situations e.g. a customer is in store and their order is in a box upstairs, a person other than the Stock Controller may open a required package. In this case the person that opens the box MUST check off ALL items in the package against the invoice, mark the item they are taking and initial and date the invoice.

Team members are responsible for moving incoming stock from the goods in area to the processing area and taking the processed stock from the processing area to the shop floor.
Do your bit to ensure the goods in and stock processing area are kept as clear as possible as parcels arrive in your store.

Customer Orders

All customer special orders require a minimum 20%, non-refundable deposit to be paid on ordering. Customer orders must be sold to a customer’s account and be collected and fully paid for within two weeks of arrival in store.

Customers, including sponsored athletes, cannot transfer unwanted items into stock. If they choose to reject the special order their 20% deposit is forfeit to cover our administration fees. Additional shipping fees may be charged on large items.

The 20% required deposit is in place to ensure that the customer is committed to purchasing the product. Team members must ensure the customer understands the customer order must be purchased within two weeks of arrival.

Purchase Orders

Purchase orders (PO) refer to any order that is placed with a supplier, including orders from our own fulfilment centre, regardless if it is intended for shop stock or a customer order.
If you are in a position to create a PO you must always use the PO form and include:

  • PLU
  • Quantity
  • Description
  • Wholesale cost
  • Retail price
  • Customer Name
  • Team member Name
  • Notes (on order form for shop stock)
  • Copy of Till receipt with notes (customer)

Click and Collect

Click and Collect (C&C) is a system that allows a customer to shop on-line away from the shop and collect the product in store.

C&C product is ordered and shipped from the fulfilment centre, whose system is different than shops. Because of the two systems shops cannot refund on C&C items in store immediately; it takes three to five working days for a refund to show up in a customer’s account.

Endless Aisles

Endless Aisles (EA) refers to the process by which stores can order and sell Torpedo7 website products through the shop. EA orders are credited to an individual’s sales and to the shop that they are in.

Because EA orders are considered shop orders they can be refunded immediately. Always suggest an EA order over the customer going home and ordering on-line!

Goods on Hold

Non-sale items may be put on hold for a 24-hour period only. Sale items may not be placed on hold. Team members may not place items on hold for themselves. Ensure that hold items are clearly labelled with the name and phone number of the customer, the date the goods were placed on hold and the date/time the goods are being held to.

The holds area is to be cleared daily. All team members are jointly responsible for clearing out the holds area. If you see an item that has been sitting in the holds area for too long, do not ignore it. Take the initiative and put the items back out in stock.

Laybys

All laybys must go through the POS system and customer notes must be updated each time a payment is made. Notes must be included with the original sale and where the item is stored, description, size, customer name, team member name etc. A 20% deposit is the minimum required on all laybys.

Customers have eight weeks to pay in full and to collect the goods. At the end of every month the lay-by and orders area will be checked and lay-bys over eight weeks old may be returned to the shop floor, after customer notes are checked and contact with them is attempted.

When cancelling a lay-by ensure goods are moved from the lay-by room at the time of cancellation to the shop floor.
  • Under seven days a full refund of the 20% deposit is offered.
  • In all cases the goodwill of future customers is always the most important aspect and if in doubt then discuss the situation with your Manager. We will refund the deposit and cancel a layby if we have made an error and/or not delivered on our service or product.

Finance

We offer customers the ability to purchase goods using Marble Finance; your Manager will train you up on this. Team members are not eligible for finance on the team member purchase programme.

Customer Returns and Refunds

We have a 30 day returns policy. You can return goods to any Torpedo7 store, including sale items. Products will need to be accompanied by the receipt, unworn, unused, and with the original tags/packaging intact.

Items can be refunded, exchanged for any product of the same or higher value, or a credit note issued. If exchanged for an item of a higher price the difference must be paid by the customer.

Warranty Repairs and Returns

Customer repairs and warranties are to follow the system in the POS.

All return or repair goods must be accompanied by the repair / warranty form and must be sent with the appropriate freight documentation, with copies of both going to the Stock Controller.

Some suppliers require a Return Authorisation number (RA#) before goods are returned to them. Check the POS for notes or with your Stock Controller on which suppliers require an RA#.

The RA# will need to be documented on all paperwork associated with that return/warranty.

You are required to update the warranty system notes as the matter progresses i.e. supplier rang you back and there will be a charge, you called the customer and advised them and they are ok with charge and what is to happen when goods come back in store i.e. who is to ring the customer etc.

Notes make communication easier for everyone.

Hire Goods

All hire goods must be recorded in the hire system when taken by customers and payment received; no item may leave the shop without documentation.

All hire must be paid for before leaving the shop, not on return. If items are returned late, the customer should be charged a normal daily charge rate for each day the item is overdue.

Customers obviously have priority on hire gear.

Demo and Loan Goods

Customers are able to take certain goods away overnight, to try before they buy.

Any demo or loan must be accompanied by full credit card details and photocopy of an ID matching the credit card; these will be used to recoup payment if the item is not returned or is damaged.

You are required to explain to the customer they are liable for any damage to the item, be it replacement or repair, regardless if the customer was loaned that item while their product was being warrantied. All goods leaving the store must be documented; use the notes to explain why and when it is expected the item will be returned. The person lending the goods is also responsible for the goods to be returned on time. Ensure you have up to date contact details for the customer.

If you personally want to use shop loan/demo product your Store Manager must first give you approval. All team member demo/loans are treated the same as a team member purchase and follow the customer demo/loan procedure. You must not ever put an item on loan to yourself.

Shop Banners and Tents

Torpedo7 owns various tents and banners that are used both by the store and by clubs at events. Banners and tents must be returned in the same condition in which they left the shop; therefore care must be taken to ensure that each item is checked thoroughly upon return i.e. all tent pegs and poles are there. Please ensure that any tent borrowed is put away completely dry.

If you intend to use any of these items at an event you are involved with or if customers or club members running such events are borrowing these items, the hire system must be followed.

Account Holders

Approved account holders are allowed to take goods out of the shop without immediate payment. Account Holders are businesses, not individuals, and have been pre-approved by the accounts department.

We require purchase order number and an order form on official letterhead, the full name and contact details of the person purchasing the item in the notes section so if payment does not take place we have a person we can contact and follow up for payment. Refer to your Manager to process these situations.

Change of Duties

From time to time team members will be required to change duties from those normally performed to meet the operational needs of the Company. Wherever possible we will give as much notice as is practicable of the need for the change and the duration of that change.

Sponsored Athletes

All sponsored athletes must have a signed contract in order to get any discount on purchases. Your store will have an annual list of sponsored athletes.

All sponsored athlete details are recorded in the POS system. If you look under the name of the athlete it will tell you the level of discount they get and their special labour rate if applicable. If there are no details written under their name in the POS system it is likely they are not sponsored. If in doubt contact the Marketing team at Torpedo7 SSO.

No sponsored athlete may take goods from the store without full payment.

Your Responsibility

It is your responsibility to read this handbook and adhere to the policies herein as a condition of your employment.