How to reply to customers who send orders for a product directly to head office? instead of local dealers.?

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How to reply to customers who send orders for a product directly to head office? instead of local dealers.?

In this case we cannot take the customers order. But have to reply to him. What should be the reply.

zpoetress

You did not give enough detail to answer your question.

Stephen K

Dead Customer, Thank you for your order for a matching set of all-purpose scrapers.

however, we cannot accept your order. As the corporate office, we actually have none of our product here. That comes from our warehouses and goes to many of our local dealers for distribution.

By your address, you can go to the House of Fabulous Stuff at the nearby Esplanade Mall in Cityville for this item.

As a way of thanking you for your dedication, we have enclosed a coupon for $5 off your next purchase."

[or something like this]

newyorkgal71

Dear Valued Customer:

Thank you for the order you submitted to our headquarters.
Unfortunately orders can only be filled by our local dealers.

Enclosed is a list of addresses of local dealers in your city.

Please contact our local office regarding your current and future product purchases.

We look forward to maintaining a good business relationship with you.

Sincerely,

Wayne G

Forward the order to your regional office with an explanation, and request that they enclose their contact details for future orders.

Casey

In this case I would say you have two choices. Either reply to the customer with a thank you for their order, but unfortunately you aren't able to process it at the head office. Let them know you will be happy to forward it this time but request that in the future they direct all orders to their local branch. Be sure to include the contact info in case they don't have it.

Or, you could just suck it up and provide good customer service by forwarding the order right to the local branch. Sure, it's kind of an inconvenience to you to have to do this every time they place an order, but they will be grateful to you for handling their requests and not making them go through someone else.

Rita D

Politely explain the company policy and give the customer the phone number and address of the local dealer. Pretty simple.

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