Defect Notifications

Purpose of Defect Notifications

To inform customers about any defects on their orders.  

Ink Thread & Tech aims to print defects before the Client Due Date to prevent any inconvenience to the customer, but this is not always possible.  

If a defect is set for completion after the original Client Due Date, the Client Experience Department is responsible for informing the customer of the delay / split shipment.  

Teams Notification

As defects are created in Business Central, a Teams notification in the Defect Notifications channel will be created. This is your indication that an email may have to be sent to the customer to inform them of the defect.

Check the notes in Business Central to determine which team created the defect

Open the order in Business Central and see the example below to find the name of the person that entered the order and the reason it was created.  (Found in the Notes section)

Operations Team Members

- Denis Lacasse

- Redmond Fong

All defects created by Operations Team Members must be kept opened and actioned. 

Most defects created by a member of CE do not need to be actioned as it is expected that if a CE member has created a defect replacement for a customer, they would have already informed the customer of the defect.

Get order information from Business Central.  

• The WEB / WO number
• The customer's name
• The customer's email address
• The items that were defected

Inform the Client of their Defect

• Create a new email in HelpScout to send to the customer
• Set the subject line as: Split Shipment Notification - WEB123456 / WO123456

• Select the correct script to use: 

  Defect Entire Order: Use this if the whole order was defected

  Defect – Pick Up (only applies to Entripy.com orders): Use this if only a portion of the order is defected & the order is set for pick up 

  Defect – Shipping: Use this if only a portion of the order is defected and it is set for shipping

• Below is an example of the email that you will be sending to the customer. The parts that are bolded are the parts that you are updating on the email: 

  
  

  Hi Joe,

  I hope you're doing well. I'm very sorry to report this but unfortunately while your order was completed by our Production Team, it did not meet our quality control standards to be sent out.

  The pieces that we will be redoing are:

  - 1 small

  - 1 large

  - 20 XL

  - 5 XXL

  I’d like to apologize for any inconvenience this may cause. We want to make sure that every item you receive in our yellow box is of the best quality, as a solution we have opted to reprint your order immediately for you. The replacement order will be shipping out to you on Monday, May 16, 2022 via UPS. To reference this replacement order, please use the number WO364855.

  If you have any questions please let us know. We are available by phone or email, 5 days a week! See below for our hours and contact details.

  
  
• In Business Central, leave the following note on the defect work order: "Emailed [Insert Customer Name Here] to let them know about the defect on HS#_____"