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===== Order to Shipping and Payment (Customer perspective)  ======

This page describes the order process from estimate to shipping, invoicing and payment for the perspective of a customer. This document is part of the documents in the [[:sales|Sales circle]] of [[www.fritsjurgens.com|FritsJurgens B.V.]].

----

The order process varies slightly depending on:
  * whether the customer has been granted a credit limit or is expected to pay before shipping
  * whether shipping is done by FritsJurgens (through UPS) or by the customer's shipper

The start of ordering is always the same. After the customer has send their inquiry (by whatever means), we make an offer in the form of an Estimate which the customer can either accept or decline. When the customer accepts an estimate, that forms a binding contract from their end, and binding for our end as soon as we confirm this contract through a sales order. Both the estimate and the sales order will describe specifics such as the shipping mode, payment terms and a time schedule. That is were the order process starts to diverge into the following.

All 'days' mentioned in this article refer to business days (i.e. Monday through Friday excluding official Dutch holidays).

Hover your mouse over these images to get more details. FIXME__ image 1-3 done, last image is work in progress __FIXME


===== Order process: Prepay customers without credit limit  =====

{{map>:sales:order_process_prepay_sh.ups.png?nolink|Order process: Prepay customers without credit limit}}

[[it:fields:customers|Customer @ 55,61,523,352]]
[[sales:how_to:respond_to_inquiries|Inquiry: As a first step, the (potential) customer asks for the price of one or more products, by e-mail, by Selector, by phone, by chat or by purchase order. @ 742,161,1029,298]]
[[sales:how_to:accept_an_estimate|Accept: When the estimate is viewed online, the customer can either [Accept] or [Decline] it. When clicking [Accept], the customer accepts the conditions and pricing we offered and this forms their half of the binding contract. The estimate can also be accepted through an e-mail reply, but since it is equivalent to a signature, we need some proof. @ 1285,168,1542,277]]
[[sales:how_to:pay_to_fritsjurgens|Payment is to be done by bank transfer, in Euro and before the due date. @ 2450,143,2600,258]]
[[sales:policy:estimate_expiry_date|Usually, the validity of our estimate is set to 30 days although 90 days may occur. Thus, the customer has 30 days to either accept or decline our estimate. After the expiry date, the estimate is consider expired and implicitly declined. @ 1186,23,1494,111]]
[[sales:policy:payment_terms|The customer is expected to complete their payment before the due date, which usually is 30 days from invoice date. The exact payment conditions are established in the estimate and repeated in both sales order and invoice. @ 2121,23,2655,111]]
[[operations:fritsjurgens_b.v._address|FritsJurgens B.V. or one of its subdiary branches. Click here for the number and address details. @ 71,723,789,850]]
[[sales:how_to:create_an_estimate|Estimates are our offer to the customer in reply to their inquiry. Estimates should mention all the details of payment terms, shipping mode and terms, VAT and discounts. With an estimate we offer a contract that we should be willing to fulfil if and only if the customer accepts it before the expiry date. For repeat customers that have already sent a purchase order, this step is frequently skipped. @ 971,608,1360,932]]
[[sales:how_to:convert_estimate_to_sales_order|Sales Orders are our confirmation to the customer that a contract has indeed been made. The sales order repeats the offer of the estimate but is now a binding contract. @ 1509,608,1898,932]]
[[sales:how_to:convert_sales_order_to_invoice|For prepay customers, the invoice immediately follows the sales order. The invoice tells the customer how much they have to pay and how they should pay. The invoice date is what counts for calculating the credit, the turnover and all financial processes. @ 1911,608,2300,932]]
[[sales:how_to:verify_payment|Payment should be done to our bank account only. Payments are checked and booked in Exact Online, and transferred to Zoho Books by nightly sync only. For prepay customers, the date that the payment has been received is what starts the clock for the 'shipping within' timeline. @ 2446,608,2835,932]]
[[sales:how_to:monitor_shipping|Shipment is the moment when the ordered products are physically handed over to the shipper, usually the UPS driver. @ 2980,608,3369,932]]
[[sales:policy:response_times|We strive to respond to inquiries within one working day. @ 918,997,1187,1084]]
[[sales:policy:response_times|We strive to send a sales order to the customer in reply to their acceptance of an estimate (or their purchase order) within one working day. @ 1495,997,1712,1084]]
[[sales:policy:shipping_within_times|Shipping within 25 days is rather standard, but a different timespan may be defined in the estimate and sales order or even default for the customer. For a prepay customer, the expected shipment date is calculated from the date of fully receiving the payment to the date the goods are physically handed over to the shipper. @ 2654,997,3202,1084]]
[[sales:how_to:respond_to_inquiries|The customer sends their inquiry/purchase order/Selector request to us by any means @ 867,362,921,525]]
[[sales:how_to:accept_an_estimate|When the customer accepts the estimate, a notification is sent to the Sales team, and the estimate should be converted to a sales order. @ 1440,362,1494,525]]
[[sales:how_to:verify_payment|When the customer sends payment, this shows up at our bank, which syncs to Exact Online, where the payment is automatically matched on invoice number (or manually on other characteristics). From thereon, the payment is synchronized into Books as a Payment Received, and the corresponding Invoice is flagged as 'paid' (or 'partially paid'). @ 2605,362,2659,525]]
[[sales:how_to:send_an_estimate|An estimate is sent to the customer by e-mail, which will also include a link to the [Accept] and [Decline] buttons. @ 1186,440,1240,603]]
[[sales:how_to:send_a_sales_order|A sales order is sent to the customer by e-mail, confirming the contract terms. @ 1711,440,1765,603]]
[[sales:how_to:send_an_invoice|An invoice is sent to the customer by e-mail, stating how much money is owed and how to pay. @ 2122,440,2176,603]]
[[sales:how_to:monitor_shipping|The prepared and packaged goods are offered to UPS (by default) or are whatever shipping mode is selected on the Estimate, Sales Order and Invoice. @ 3202,440,3256,603]]

{{<map}}

For customers without a credit limit, an invoice is sent immediately after the sales order (or on a pre-agreed later date). Payment is expected before the due date. The goods will be shipped no later than 25 days (or whichever time schedule was offered) after the full payment is received on our end.


===== Order process: Customers with credit limit  =====

{{map>:sales:order_process_afterpay_sh.ups.png?nolink|Order process: Customers with credit limit}}

[[it:fields:customers|Customer @ 55,61,523,352]]
[[sales:how_to:respond_to_inquiries|Inquiry: As a first step, the customer asks for the price of one or more products, by e-mail, by Selector, by phone, by chat or by purchase order. @ 742,161,1029,298]]
[[sales:how_to:accept_an_estimate|Accept: When the estimate is viewed online, the customer can either [Accept] or [Decline] it. When clicking [Accept], the customer accepts the conditions and pricing we offered and this forms their half of the binding contract. The estimate can also be accepted through an e-mail reply, but since it is equivalent to a signature, we need some proof. @ 1285,168,1542,277]]
[[sales:how_to:pay_to_fritsjurgens|Payment is to be done by bank transfer, in Euro and before the due date. @ 2450,143,2600,258]]
[[sales:policy:estimate_expiry_date|Usually, the validity of our estimate is set to 30 days although 90 days may occur. Thus, the customer has 30 days to either accept or decline our estimate. After the expiry date, the estimate is consider expired and implicitly declined. @ 1186,23,1494,111]]
[[sales:policy:payment_terms|The customer is expected to complete their payment before the due date, which usually is 30 days from invoice date. The exact payment conditions are established in the estimate and repeated in both sales order and invoice. @ 2644,23,3178,111]]
[[operations:fritsjurgens_b.v._address|FritsJurgens B.V. or one of its subdiary branches. Click here for the number and address details. @ 71,723,789,850]]
[[sales:how_to:create_an_estimate|Estimates are our offer to the customer in reply to their inquiry. Estimates should mention all the details of payment terms, shipping mode and terms, VAT and discounts. With an estimate we offer a contract that we should be willing to fulfil if and only if the customer accepts it before the expiry date. For repeat customers that have already sent a purchase order, this step is frequently skipped. @ 971,608,1360,932]]
[[sales:how_to:convert_estimate_to_sales_order|Sales Orders are our confirmation to the customer that a contract has indeed been made. The sales order repeats the offer of the estimate but is now a binding contract. @ 1509,608,1898,932]]
[[sales:how_to:monitor_shipping|Shipment is the moment when the ordered products are physically handed over to the shipper, usually the UPS driver. @ 2039,608,2428,932]]
[[sales:how_to:convert_sales_order_to_invoice|For afterpay customers, the invoice immediately follows the shipment. The invoice tells the customer how much they have to pay and how they should pay. The invoice date is what counts for calculating the credit, the turnover and all financial processes. @ 2435,608,2824,932]]
[[sales:how_to:verify_payment|Payment should be done to our bank account only. Payments are checked and booked in Exact Online, and transferred to Zoho Books by nightly sync only. For prepay customers, the date that the payment has been received is what starts the clock for the 'shipping within' timeline. @ 2970,608,3359,932]]
[[sales:policy:response_times|We strive to respond to inquiries within one working day. @ 918,997,1187,1084]]
[[sales:policy:response_times|We strive to send a sales order to the customer in reply to their acceptance of an estimate (or their purchase order) within one working day. @ 1495,997,1712,1084]]
[[sales:policy:shipping_within_times|Shipping within 25 days is rather standard, but a different timespan may be defined in the estimate and sales order or even default for the customer. For a customer with credit limit, the expected shipment date is calculated from the date of sending the sales order to the date the goods are physically handed over to the shipper. @ 1711,997,2259,1084]]
[[sales:how_to:respond_to_inquiries|The customer sends their inquiry/purchase order/Selector request to us by any means @ 867,362,921,525]]
[[sales:how_to:accept_an_estimate|When the customer accepts the estimate, a notification is sent to the Sales team, and the estimate should be converted to a sales order. @ 1440,362,1494,525]]
[[sales:how_to:verify_payment|When the customer sends payment, this shows up at our bank, which syncs to Exact Online, where the payment is automatically matched on invoice number (or manually on other characteristics). From thereon, the payment is synchronized into Books as a Payment Received, and the corresponding Invoice is flagged as 'paid' (or 'partially paid'). @ 3129,362,3183,525]]
[[sales:how_to:send_an_estimate|An estimate is sent to the customer by e-mail, which will also include a link to the [Accept] and [Decline] buttons. @ 1186,440,1240,603]]
[[sales:how_to:send_a_sales_order|A sales order is sent to the customer by e-mail, confirming the contract terms. @ 1711,440,1765,603]]
[[sales:how_to:monitor_shipping|The prepared and packaged goods are offered to UPS (by default) or are whatever shipping mode is selected on the Estimate, Sales Order and Invoice. @ 2259,440,2313,603]]
[[sales:how_to:send_an_invoice|An invoice is sent at the same date as the shipment has left the warehouse. It is sent to the customer by e-mail, stating how much money is owed and how to pay. @ 2645,440,2699,603]]
[[sales:how_to:credit_limit|Logistics can only start physically preparing the order when the value of the sales order fits within the available credit limit minus used the credit balance at that time. The credit limit check is done at the time the set and packing labels are created. @ 2037,1095,2646,1198]]
[[sales:how_to:credit_limit|The credit limit is considered 'in use' from the time of issuing the invoice until the time payment has arrived on our bank account. Effectively, since the credit limit check is done before packing starts, the credit limit applies to the time between start of preparation of the order and invoice as well. @ 2644,1095,3178,1198]]


{{<map}}

For customers with a credit limit (the height of which is determined by our insurance company Atradius), goods will be shipped no later than the Expected Shipment Date mentioned on the sales order (usually 25 days after the sales order date). Invoices will be dated, issued and sent on the day of shipping.

The balance of all invoices that are not fully paid count towards the credit limit. Beware that our Logistics department can't start to physically prepare your order when the amount of that order plus the balance of all outstanding orders does not fit within the current credit limit. Payment is expected before the due date (usually 30 days after the invoice date).


===== Order process: Customers with credit limit and arrange collect  =====

{{map>:sales:order_process_afterpay_sh.arr.png?nolink|Order process: Customers with credit limit and arrange collect}}
[[it:fields:customers|Customer @ 55,61,523,352]]
[[sales:how_to:respond_to_inquiries|Inquiry: As a first step, the customer asks for the price of one or more products, by e-mail, by Selector, by phone, by chat or by purchase order. @ 742,161,1029,298]]
[[sales:how_to:accept_an_estimate|Accept: When the estimate is viewed online, the customer can either [Accept] or [Decline] it. When clicking [Accept], the customer accepts the conditions and pricing we offered and this forms their half of the binding contract. The estimate can also be accepted through an e-mail reply, but since it is equivalent to a signature, we need some proof. @ 1285,168,1542,277]]
[[x|The customer or his transport organization plans a date to collect the goods. @ 2601,140,2785,324]]
[[sales:how_to:pay_to_fritsjurgens|Payment is to be done by bank transfer, in Euro and before the due date. @ 3776,143,3926,258]]
[[sales:policy:estimate_expiry_date|Usually, the validity of our estimate is set to 30 days although 90 days may occur. Thus, the customer has 30 days to either accept or decline our estimate. After the expiry date, the estimate is consider expired and implicitly declined. @ 1186,23,1494,111]]
[[sales:policy:payment_terms|The customer is expected to complete their payment before the due date, which usually is 30 days from invoice date. The exact payment conditions are established in the estimate and repeated in both sales order and invoice. @ 3060,23,3979,111]]
[[operations:fritsjurgens_b.v._address|FritsJurgens B.V. or one of its subdiary branches. Click here for the number and address details. @ 71,723,789,850]]
[[sales:how_to:create_an_estimate|Estimates are our offer to the customer in reply to their inquiry. Estimates should mention all the details of payment terms, shipping mode and terms, VAT and discounts. With an estimate we offer a contract that we should be willing to fulfil if and only if the customer accepts it before the expiry date. For repeat customers that have already sent a purchase order, this step is frequently skipped. @ 971,608,1360,932]]
[[sales:how_to:convert_estimate_to_sales_order|Sales Orders are our confirmation to the customer that a contract has indeed been made. The sales order repeats the offer of the estimate but is now a binding contract. @ 1509,608,1898,932]]
[[x|The goods are prepared and packed and placed in our warehouse for pickup. @ 1947,614,2336,1084]]
[[x|The docs required by the shipping company are prepared and are sent to the customer. This includes a product category and value declaration for customs, the weight and the number and size of the packages. @ 2234,233,2545,452]]
[[sales:how_to:convert_sales_order_to_invoice|For prepay customers, the invoice immediately follows the sales order. The invoice tells the customer how much they have to pay and how they should pay. The invoice date is what counts for calculating the credit, the turnover and all financial processes. @ 2804,608,3193,932]]
[[sales:how_to:monitor_shipping|Shipment is the moment when the ordered products are physically handed over to the shipper, usually the UPS driver. @ 3204,608,3593,932]]
[[sales:how_to:verify_payment|Payment should be done to our bank account only. Payments are checked and booked in Exact Online, and transferred to Zoho Books by nightly sync only. For prepay customers, the date that the payment has been received is what starts the clock for the 'shipping within' timeline. @ 3771,608,4160,932]]
[[sales:policy:response_times|We strive to respond to inquiries within one working day. @ 918,997,1187,1084]]
[[sales:policy:response_times|We strive to send a sales order to the customer in reply to their acceptance of an estimate (or their purchase order) within one working day. @ 1495,997,1712,1084]]
[[sales:policy:shipping_within_times|Shipping within 25 days is rather standard, but a different timespan may be defined in the estimate and sales order or even default for the customer. For a customer with credit limit and arrange collect, the expected shipment date is calculated from the date of sending the sales order to the date the goods are physically ready in the warehouse and the shipping-preparation documents are send to the customer. @ 1711,997,2259,1084]]
[[sales:how_to:respond_to_inquiries|The customer sends their inquiry/purchase order/Selector request to us by any means @ 867,362,921,525]]
[[sales:how_to:accept_an_estimate|When the customer accepts the estimate, a notification is sent to the Sales team, and the estimate should be converted to a sales order. @ 1440,362,1494,525]]
[[x|The customer provides us with the final pickup date. @ 2633,362,2687,525]]
[[x|We wait until the provided pickup date. The invoice is sent at the planned pickup date, regardless of whether the transporter shows up at that date. @ 2681,525,3075,594]]
[[x|The customer has arranged for the transporter to pickup the goods at our warehouse. @ 3318,362,3372,525]]
[[sales:how_to:verify_payment|When the customer sends payment, this shows up at our bank, which syncs to Exact Online, where the payment is automatically matched on invoice number (or manually on other characteristics). From thereon, the payment is synchronized into Books as a Payment Received, and the corresponding Invoice is flagged as 'paid' (or 'partially paid'). @ 3930,362,3984,525]]
[[sales:how_to:send_an_estimate|An estimate is sent to the customer by e-mail, which will also include a link to the [Accept] and [Decline] buttons. @ 1186,440,1240,603]]
[[sales:how_to:send_a_sales_order|A sales order is sent to the customer by e-mail, confirming the contract terms. @ 1711,440,1765,603]]
[[sales:how_to:arrange_collect|As soon as the goods are packed and ready in our warehouse, we send the required documents to the customer by e-mail. @ 2232,440,2286,603]]
[[sales:how_to:send_an_invoice|An invoice is sent at the same date as the shipment has left the warehouse. It is sent to the customer by e-mail, stating how much money is owed and how to pay. @ 3059,440,3113,603]]
[[sales:how_to:monitor_shipping|The prepared and packaged goods are offered to UPS (by default) or are whatever shipping mode is selected on the Estimate, Sales Order and Invoice. @ 3390,440,3444,603]]
[[sales:how_to:credit_limit|Logistics can only start physically preparing the order when the value of the sales order fits within the available credit limit minus used the credit balance at that time. The credit limit check is done at the time the set and packing labels are created. @ 1944,1095,3060,1198]]
[[sales:how_to:credit_limit|The credit limit is considered 'in use' from the time of issuing the invoice until the time payment has arrived on our bank account. Effectively, since the credit limit check is done before packing starts, the credit limit applies to the time between start of preparation of the order and invoice as well. @ 3060,1095,3980,1198]]

{{<map}}

For customers with a credit limit that want to arrange shipping through another party than UPS/SCS, the goods will be prepared for shipping before the Expected Shipment Date mentioned on the sales order (usually 25 days after the sales order date). The accompanying documents will be sent to the customer as soon as the goods are ready for pickup. The documents include the packing list, the value of goods declaration, the size, weight and number of packages and any legally required documentation if requested by or for the transport company involved. The customer confirms the pickup date to logistics@fritsjurgens.com

Except for prepay customers, the invoice will be dated, issued and sent on the confirmed pickup date. Goods are expected to be picked up at the confirmed date. Any delay on the pickup from your end or from your forwarder does not warrant change of the invoice date. Payment is expected before the due date (usually 30 days after the invoice date).

----

===== Order process: Due payment escalation steps  =====

{{:sales:order_process_due_payment_escalation.png?nolink|Order process: Due payment escalation steps}}

Part of the sales contract is timely payment of fees due. Once the payment due date has passed and no sufficient payment has reached our bank account, the customer failure to act is in in violation of the contract. Any planned shipments for the associated orders will be postponed until further notice i.e. revert back to the policy of shipping within 25 days after payment has been received. At least one reminder will be sent out before the failure of payment is escalated to our debt care partner Atradius. They will take any further steps required. This may include canceling the credit limit. A statutory increase of the due payment may be part of the sales terms. When payments have caught up, it is possible to continue with the original contract with a reset timer on the shipping time. If payments do not catch up in a timely manner, we reserve the right to cancel the contract. This would not cancel any statutory increase or fees due.