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How To Guide
Einleitung
Das folgende Handbuch soll Ihnen bei der Zusammenarbeit mit Aqipa helfen. Aqipa ist immer um das beste Kundenservice bemüht. Ihre Vorschläge und Anregungen wie wir uns noch verbessern können setzen wir gerne um. Auf die zukünftige Zusammenarbeit mit Ihnen freuen wir uns sehr!
Bestellabwicklung
Bestellungen können wie folgt bei Aqipa platziert werden: ‐ Per Email bei dem für Sie zuständigen Außendienstmitarbeiter* ‐ Per Email order Fax beim Kundenservicecenter* Nach dem Erhalt der Bestellung wird der Auftrag in unser System eingegeben. Sie erhalten dann eine Auftragsbestätigung und Information über die Verfügbarkeit der Produkte. *Die Aqipa Kontaktdaten finden Sie auf den folgenden Seiten.
Rechnungsdifferenzen
a) Fehlmenge Beim Erhalt der Ware muss umgehend geprüft werden ob die auf dem Lieferschein angegebene Kartonanzahl korrekt ist. Wird eine Differenz festgestellt, so muss dies auf dem Lieferschein vermerkt und umgehend bei Aqipa reklamiert werden. Fehlmengen, die Stückzahlen betreffen, müssen innerhalb von 14 Tagen bei Aqipa reklamiert werden. Stellen wir nach der Prüfung durch unser Lager fest, dass Ihre Reklamation gerechtfertigt ist, erstellen wir eine Gutschrift. Kann keine Fehlmenge festgestellt werden, erwarten wir die vollständige Begleichung der Rechnung.
b) Preisdifferenzen Wenn nach Erhalt der Rechnung oder Auftragsbestätigung eine Preisdifferenz festgestellt wird, informieren Sie bitte innerhalb von 24 Stunden den für Sie zuständigen Außendienstmitarbeiter. Ihre Reklamation wird vom zuständigen Außendienst geprüft. Ist Ihre Reklamation gerechtfertigt, stellen wir Ihnen eine Gutschrift aus. Ist Ihre Forderung nicht gerechtfertigt, erwarten wir die vollständige Begleichung der Rechnung.
Retouren Abwicklung
1. Bitte senden Sie die Auflistung der Produkte, die Sie retournieren möchten, an Ihren zuständigen Außendienstmitarbeiter. Die Auflistung sollte folgende Informationen enthalten:
- Den Grund (defekte Ware / Drehung)
- Aqipa Artikel Nummer
- Stückzahl
- Preis
- Ihre Artikelnummer (wenn vorhanden)
- Ob Sie einen Austausch oder eine Gutschrift wünschen
2. Der Außendienstmitarbeiter wird die Liste prüfen und die zu retournierenden Artikel genehmigen. Diese Information gibt der Außendienstmitarbeiter an das Kundenservice weiter.
3. Nach Freigabe durch den Außendienst wird eine RMA Nummer erstellt. Diese muss auf allen zukünftigen Unterlagen vermerkt sein. Nur Artikel, die genehmigt wurden, werden akzeptiert und gutgeschrieben oder ausgetauscht.
4. Die Ware retournieren Sie bitte an folgende Adresse. Die RMA Nummer sollte auch auf dem Paket vermerkt sein: Aqipa GmbH Logistik Center Möslbichl 78 6250 Kundl Austria
5. Nach Erhalt der Ware wird geprüft ob die Artikel mit der RMA übereinstimmen. Nur Artikel, die genehmigt wurden, werden akzeptiert und gutgeschrieben oder ausgetauscht.
6. Aqipa erstellt eine Gutschrift oder tauscht die Artikel aus.
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Introduction
The following handbook is intended as a guide to help you in your dealings with Aqipa. Aqipa is committed to delivering the highest standard of customer service. We welcome any suggestions you may have re how we could improve our service to you. We look forward to working with you in the future!
Order Procedure
Orders can be sent to Aqipa in the following ways: ‐ By email to your Aqipa sales representative* ‐ By email or fax to the customer service* Upon receipt of the order, we will enter the order in our system. You will then receive the order confirmation and information about availability of the parts ordered. *The contact information of Aqipa you find below.
Invoice Query
a) Short Shipment Upon receipt of the shipment in your warehouse verification should be carried out that all boxes on the delivery docket have been received. If there is a discrepancy at this point a note should be made on the delivery docket before a signature is added. If there are no discrepancies then the shipment should be signed for. If there is a part that is short shipped, i.e. pieces missing, Aqipa should be notified within 14 days. If our warehouse agrees, after proofing the claim, we will issue a credit note for you. Otherwise the short shipment will be deemed not justified. If the claim is not justified then Aqipa will expect full payment of the invoice to be made.
b) Price Discrepancies Upon receipt of an order confirmation or invoice if a price discrepancy is noticed, please notify your sales representative within 24 hours. The claim will be investigated and your sales representative will advise you if the claim is justified or not. If the claim is justified a credit note will be issued. If the claim is not justified then Aqipa will expect full payment of the invoice to be made.
How to return products to Aqipa
1. The list of the parts to be returned should be sent to your Aqipa sales representative. The following information is required to be clearly marked on this list:
- The reason of the return (i.e. faulty goods / overstock etc)
- Aqipa product code • Quantity to be returned
- Price • Your reference (if applicable)
- Whether replacement or credit note is required
2. The sales representative will verify the parts to be returned and seek the relevant internal authorization in Aqipa.
3. Upon receipt of the approval we will issue an RMA number which should be quoted on all future paperwork. Only goods that have been approved from the original list will be accepted and credited or replaced.
4. The goods have to be returned to our warehouse. The RMA no. should also be quoted on the package. Aqipa GmbH Logistic Center Möslbichl 78 6250 Kundl Austria
5. Upon receipt of goods at the warehouse, the goods will be verified against the list that should have been returned. Only goods that have been received and are on the RMA list will be credited or replaced.
6. Aqipa will issue credit note for the goods received or send replacement parts.
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Du bist der ideale Partner für uns.
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