Phusion Projects Order Management Business Rules
Dear Valued Customer,
This letter serves as formal notification that Phusion Projects is updating our business rules to better serve our customer base. Our intent is to continue to provide high quality service to all our distributors and implementing these rules will aid in our mission execution.
Claims
- All claims must be submitted via the Claims Portal.
- Claims due to damage in transit must be submitted within 5 business days of receipt of delivery.
- Failure to report a claim for transit damage within this timeframe may result in a denied or partial credit.
- Claims can only be submitted within 9 months of the date of receipt.
- If credit is needed for an order older than 9 months please email your sales rep AND Phusion Customer Service for next steps.
- If a claim is needed for Out of Code (OOC) product, please email your sales rep and Phusion Customer Service prior to trying to submit a claim via the system.
- We do not refund shipping fees.
- Credit memo should be generated within 10 business days after the claim is approved.
- Claims of any sort cannot be requested through Tiplati as they will be rejected.
Product Shortage
If you are concerned after receiving a product shortage, please email your sales rep and/or contact Phusion Customer Service immediately.
Delivery
- All orders are placed with an available delivery date selection of 35 days or later.
- Requested rush orders will be assessed a $1000 fee and is subject to items and delivery date approval.
- Delivery should occur on your requested delivery date, but due to weather conditions or product delays there might be a slight variance. Please contact your sales rep if you have any questions regarding delivery.
- Partial truckload customers have to be pre-approved by upper sales management and are subject to a $250 split truck fee.
Revisions
- If you do not have visibility to an item, please reach out to Phusion Customer Service to possibly update your portal.
- All manual requests sent to Phusion Customer Service to revise an order may be denied if there are no issues with making changes within your portal.
- A $250 late revision fee will apply to orders that are revised within 14 days of the ship date.
Summary of Fees
- Late Revision Fee: $250
- Rush Fee: $1000
- Pre-Approved Customer Split Order Fee: $250
- Non-Approved Customer Split Order Fee: $1000
Phusion Customer Service Contact Information
Phusion Projects appreciates your help in streamlining the order management process and looks forward to your continued support of our products.