Processing a Dealer or Customer Order

Purpose

An order in the warehouse app is what reserves a specific bike for a dealer or customer and, once delivered, records it as sold. If a sale isn’t in the app, the same bike can be promised twice and its warranty can’t be traced. This procedure takes every sale — a dealer portal request, a phone order or a showroom sale — through the same steps so stock, paperwork and warranty all line up.

Procedure

flowchart TD
    A[Sale agreed or dealer request] --> B[Order in the app]
    B --> C[Confirm order]
    C --> D[Allocate VINs]
    D --> E{Bike on the water?}
    E -- Yes --> F[Wait for Mark arrived]
    F --> G
    E -- No --> G{How is it getting there?}
    G -- Customer collects --> H[Hand over now]
    G -- Truck or courier --> I[Create pick]
    I --> J[Mark delivered on the pick]
    H --> K[Delivered - bike is Sold]
    J --> K

1. Dealer requests: each new request emails the staff list with a link to it — and check Orders → Dealer requests every business day anyway. Dealers are told we confirm within 1 business day. Open the request, click Edit to check or complete it.
2. Phone, email or showroom sales: go to Orders → + New order, choose Dealer or Direct customer, and fill in the contact, delivery details and lines (mopeds, batteries/parts, extras). For a dealer, tick Consignment only if the bikes are going to the dealer unsold. Check the contact email — dealer order emails go there.
3. Once the price and terms are agreed, click Confirm order (or Save & confirm on a new order). A dealer gets an “order confirmed” email automatically.
4. Copy or Open in Outlook the order confirmation and send it to the dealer or customer.
5. In the VINs box, click Allocate for each model/colour and accept the suggested bikes unless there’s a reason not to (front row first, top level down, then oldest). If the stock is in more than one place, use the Location box to suggest from one place only. The bikes are now Reserved.
6. If the allocated bikes are still on the water, the order waits — tell the customer the ETA. Carry on from step 7 once the container is marked arrived.
7. Getting it there:
   • Customer collecting, or you’re handing it over yourself: click Hand over now, enter how and the date.
   • Truck or courier: enter the carrier and tracking on the order if you have them (they go in the dealer’s “on its way” email), then click Create pick and follow Moving Stock with a Pick. For a Sydney home delivery, also prepare the customer run sheet (Preparing a Run Sheet for a Sydney Delivery).
8. Before the bike leaves, check the VIN on the bike matches the VIN allocated on the order.
9. When it’s delivered, mark it: Mark delivered on the pick stop (or it was done by Hand over now). The order becomes Delivered and the bike Sold (or Consignment at the dealer on a consignment order). A dealer gets a “delivered” email with the VINs.
10. Direct customers: check the order doesn’t show a HubSpot error. If it does, click Send VIN to HubSpot.
11. Dealer sales: remind the dealer to Record sale in their portal when they sell it on, so the warranty owner is on file.

Responsibilities

Notes

• Never mark a bike Sold by hand. Only a delivered order does that — otherwise there’s no order, no invoice trail and no warranty owner.
• Releasing a bike from an order (Release) puts it back to Available. Cancelling an order releases all its bikes.
• Consignment orders send bikes to a dealer without selling them — they stay ours as Consignment at the dealer.
• Order emails: every email sent, or failed, is in the order’s Activity panel. A failure is almost always a wrong contact email — fix it on the order. Direct customers don’t get emails from the app; keep sending them the order confirmation yourself.
• A consignment bike the dealer then buys: create a dealer order, allocate that exact bike (it can be allocated while it’s at the dealer), then Hand over now — it’s already there.
• Demo and rental bikes can be sold the same way — allocate them on the order.
• Order numbers continue our invoice numbering (#0134 onwards).
• Manual: 6 · Orders in the Warehouse App Manual.