When this process is used

When customers complete the online process to book in, they 1) accept our contract, then 2) might complete their booking details questionnaire (if their event’s in the next month) and 3) might pay (if they choose to pay by card). 

Each of these three events generates an email to our info@ inbox. These emails are how we tell a customer’s booked in.

If we have a Contract email, the emails are for a new booking and this procedure applies. Otherwise, see the booking finalisation procedure.

IMPORTANT NOTE

Only sign contracts in Tave once we have confirmed payment has been received and the order in RWE is marked as Confirmed.

Tools used
Scenarios not covered

There are some new booking scenarios that aren’t yet covered by this process. Ask Kate or Dave for help if you need it for:

  • Furniture booked by another customer when confirming order in RWE
  • Partial.ly payments
  • Loan/styled shoot jobs
  • Styling orders
  • Graphic design orders
Scenarios - Actual process starts here!

When there’s a contract email in the info@ inbox, work out where to start based on 1) whether we have a questionnaire email, and 2) if payment has been received:

 

Questionnaire email Payment email What it means
No Yes – Received

Event is 30+ days away

Start from Part B

No Yes – Promised

Event is 30+ days away

Wait until payment received, then start from Part B

No No

Event is 30+ days away

Wait until payment received, then start from Part B

Yes Yes – Received

Event is less than 30 days away

Start from Part A

Yes Yes – Promised

Event is less than 30 days away

Wait until payment received, then start from Part A

Yes No

Event is less than 30 days away

Wait until payment received, then start from Part A

Part A - Get customer delivery/collection info
  1. Open the questionnaire email
  2. Based on the answer to ‘Are the above times all good?’ (referred to as ‘delivery agreement’ from now) and how long until the event:
Delivery agreement Time until event What to do
Yes… N/A Go to Part B
No… 20+ days away Go to step 3
No… Less than 20 days away

Check with Dave if amended times are OK.

Once resolved, go to step 3

  1. Open Tave and locate the customer’s job
  2. Update the delivery times on the job worksheet based on what we’ve agreed with the customer
Part B - Confirm the RWE hire order
  1. Open RWE, locate the customer’s order, and select the Edit button
  2. On the Event & Contact Detail tab:
    • Set Status to ‘Confirmed’
    • If the delivery/collection times differ from what’s in Tave, update them
  3. On the Payments tab:
    • Select the ‘New payment’ button
    • Add payment details:
    • Date: Update if necessary
    • Amount:
      • If the customer’s only paid their up-front payment, then choose ‘Required deposit’
      • Otherwise if the customer’s paid in full, then choose ‘Full Balance’
  4. Save and generate a pull ticket for the order (no need to print it)
  5. Note the Order # and Size on the pull ticket
Part C - Update job details in Tave
  1. Open Tave and locate the customer’s job
  2. Based on payment method:
    • If the customer paid by credit card, go to the next step
    • Otherwise, if the customer paid by bank transfer, record the payment on their order:
      • Go to the Orders tab and open the order
      • In the Invoices section, select the Actions drop down then pick ‘Record payment’
      • Amount: Update if needed
      • Payment method: ‘Bank transfer’
      • Received on: Update if needed
      • Hit Save and continue
  3. Go to the Overview tab
  4. Check the RWE Order # and Size match what you noted in Part B, and update them if needed
  5. Based on when the event is and how the customer answered ‘Are the above times all good?’ in their questionnaire:
    • If the event is more than a month away, go to Part D
    • Otherwise, if the event is less than a month away and the customer answered ‘Yes…’ to the delivery times question, go to Part D
    • Otherwise, if the event is less than a month away and the customer answered ‘No…’ to the delivery times question:
      • Go to the Tasks tab
      • Tick off the task ‘TRIGGER Confirm delivery times’ (delivery jobs) or ‘TRIGGER Confirm warehouse collection times’ (warehouse collection jobs)
        Ticking the task will trigger export of delivery/collection details to the Logistics Planning spreadsheet
      • Go to Part E
    Part D - Sign the contract in Tave
    1. In Tave, go to the Contracts tab for the job
    2. Select View next to the contract that needs signing
    3. Ignore double booking warnings
    4. Scroll down to the Good Day Club signature at the bottom of the document, enter your name into the box, and select Sign Contract

    Signing the contract will trigger an email to the customer confirming their order

    Whew, you’re done!