# Reply workflows per type of question

Source: https://handboek.snelparts.com/en/reply-workflows.md

> The exact sequence of steps per type of customer question — which tools you check and what you put in the answer, with a reference to the matching scenario.

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](https://handboek.snelparts.com/en/answer-scenarios.md).

> [!NOTE]
> Start every conversation with the common opening steps (read the full thread,
>   determine the language, look the customer up in Picqer, categorise, escalation
>   check). Those are on [Customer service — how it
>   works](https://handboek.snelparts.com/en/customer-service-overview.md).

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](https://handboek.snelparts.com/en/tone-and-writing-style.md).

## 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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-1-quality-complaint-about-a-radiator).
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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-2-warranty-claim-e-g-water-pump-non-functioning-part); 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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-8-clutch-kit-request-model-not-in-catalogue).
   - **Pistons / cylinder head** → direct or indirect injection. See [Scenario 6](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-6-engine-photo-received-e-g-d1503-v2203).
   - **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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-6-engine-photo-received-e-g-d1503-v2203)). 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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-7-starter-motor-or-alternator-request): 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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-9-stock-incomplete-serious-order).
   - **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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-3-late-express-delivery). No tool checks needed. Does the customer ask for a refund of the express costs? → `REVIEW NEEDED`.
   - **Marked as delivered, not received** → [Scenario 4](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-4-package-marked-as-delivered-but-the-customer-doesnt-have-it). 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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-5-price-proposal-multiple-products)):
   - € 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](https://handboek.snelparts.com/en/tone-and-writing-style.md)).
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](https://handboek.snelparts.com/en/answer-scenarios.md#scenario-10-vat-reverse-charge-forgotten-business-customer-intra-community), 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.