Reply workflows per type of question

This page describes the exact sequence of steps per type of customer question: which tools you check and what you put in your answer. The goal is to skip no step, forget no tool and act consistently. The standard texts themselves are on Answer scenarios.

An answer is closing when the conversation is done (end with a have-a-nice-day wish) or non-closing when you still expect something back (end with "We'll look forward to hearing back from you"). See Tone & writing style.

Workflow 1: Quality complaint (radiator, finish)

1. Confirm that it concerns finish/rattling, not a functional defect (otherwise → Workflow 2).
2. Use the standard text from Scenario 1.
3. No tool checks needed.
4. Answer is closing (you don't expect a photo back). End with a have-a-nice-day wish.

Workflow 2: Warranty claim (defective product)

1. Picqer: which order(s) belong to this customer and when was the product delivered? (important for the warranty term)
2. Is the cause of the defect clear from the message?
   • Yes, and the warranty is clear → standard text Scenario 2; ask for a photo + address.
   • No, or in doubt → REVIEW NEEDED — reason: unclear warranty claim. Draft with an open question for a photo + description.
3. Answer is non-closing (you expect a photo and address back). End with "We'll look forward to hearing back from you."

Workflow 3: Product request (in the catalogue)

1. Shop4trac catalogue: look up the product by part name + engine model/OEM.
2. Picqer: is it in stock?
3. In stock → answer with the link to the product and confirmation that it's available.
4. Out of stock → apply the stock rule (see Workflow 7).
5. Answer is closing if it's complete.

Workflow 4: Product request (not in the catalogue)

This usually means you need more information from the customer.

1. Shop4trac catalogue: search broadly (engine model, tractor brand) — it may be there under another name.
2. Found nothing? Determine which extra information you need:
   • Clutch kit → size of the clutch plate (diameter mm). See Scenario 8.
   • Pistons / cylinder head → direct or indirect injection. See Scenario 6.
   • Starter motor / alternator → code on the product itself. See Workflow 6.
   • Other → ask specifically for the brand, model, year and serial number of the tractor/machine.
3. Answer is non-closing.

Workflow 5: Engine photo received

1. Identify the engine code from the type plate on the photo.
2. Assess the suffixes (-EU is usually not relevant; -DI / direct injection is) — check the catalogue when in doubt.
3. Shop4trac catalogue: which variants exist for this engine?
4. More than one variant and the customer asks for pistons/cylinder head → ask the confirmation question (Scenario 6). This is the key place not to guess.
5. One variant and an ordinary part → direct answer with link.
6. Answer is non-closing if you ask for confirmation, closing if you give a direct answer.

Workflow 6: Starter motor or alternator

1. Has the customer already given a code from the starter motor/alternator itself?
   • No → Scenario 7: request the code. Non-closing.
   • Yes → continue to step 2.
2. Open psh.eu and search for the code.
3. Match found: note the OE numbers.
4. Shop4trac catalogue: search for the OE numbers.
5. In our stock: answer with link and confirmation (note: usually an order option — state that explicitly).
6. Not with us: offer to order from PSH. Note in Picqer: "starter motor [code] ordered via PSH for customer [name/order]".
7. Answer is closing if it's complete.

Workflow 7: Stock question / not completely in stock

1. Picqer: check each item from the request.
2. All in stock → confirm this, answer closing.
3. Not all in stock → assess per missing item:
   • Real engine part + serious order? → back-order. Cylinder heads via Air Cargo (±1 week). Explain the lead time and offer the customer a choice (wait or split shipment). See Scenario 9.
   • Small stuff (O-ring, bolt, small gear)? → don't back-order. Propose processing the rest of the order right away and offer an alternative for the missing item.
4. Answer is non-closing (you expect agreement back).

Workflow 8: Delivery complaint

1. Which type of complaint?
   • Too late (express) → Scenario 3. No tool checks needed. Does the customer ask for a refund of the express costs? → REVIEW NEEDED.
   • Marked as delivered, not received → Scenario 4. Optionally check Sendcloud for exact scan timestamps.
   • Damaged package → handle as a warranty claim (Workflow 2) with a photo request.
2. Answer is closing, unless you expect something back (for "not received" you ask for feedback).

Workflow 9: Price proposal / multiple products

1. Shop4trac catalogue + Picqer: check that all requested items exist and are in stock.
2. Estimate the total value (catalogue prices × quantity).
3. Apply the discount rule (see Scenario 5):
   • € 350 – € 600 → 10%
   • € 600+ with multiple items → 15%
   • € 1000+ → REVIEW NEEDED — reason: B2B size
   • Under € 350 → no discount
4. Don't send the discount code yourself; put the proposed percentage in the draft.
5. Answer is non-closing (you're waiting for agreement).

Workflow 10: Angry customer / escalation / legal language

1. Acknowledge the frustration (see the acknowledgement openers on Tone & writing style).
2. Explain what the team is doing to make it right.
3. Always put REVIEW NEEDED — reason: angry/escalation/legal at the top.
4. Don't promise a refund or compensation without Ricardo's approval.
5. Mark this conversation as P1 — Ricardo's immediate attention.

Workflow 11: Webshop problem

1. The customer reports a checkout error, a product page that doesn't work, a payment that fails, etc.
2. Answer with a short, apology-free acknowledgement ("we're picking this up right away") and REVIEW NEEDED — reason: webshop issue.
3. Pass this to Ricardo separately under "Technical issues", so he can send it to the developer.

Workflow 12: VAT reverse-charge intra-community

1. A customer from another EU country asks for a credit note because they forgot their VAT number.
2. Use Scenario 10, with REVIEW NEEDED — reason: VAT reverse-charge, credit note required.
3. Ricardo creates the credit note himself — you receive the question and confirm that we'll get back to them.