Fax Orders

2019-06-06

US Only: Fax and email Orders

If the customer is unable to provide you with a HCPO while you are working with them, you may direct the customer to send their Purchase Order to [email protected] or Fax 877-430-3375

When giving out the [email protected] address to a customer, please remind them the email is for orders ONLY. If they send any other information or inquiries to that email address, they will not receive a response. [email protected] is an automated system and it only accepts/processes orders.
If you are on the phone with an end-user and they want to purchase a DPA/DPX item or any item on the Repair Parts Price List using a credit card as payment, please enter the order. Do not send to the Systems Team.
If the customer prefers to use a Purchase Order and they can provide it to you while you are working with them, please enter the order, confirm all the PO information matches the order in SAP, and attach the HCPO to the order.

Order status: Less than 24 hours since EDI/ faxing / emailing in order:

If you are not able to find the order in SAP: Inform customer it takes up to 24 hours for an EDI faxed/emailed order to be registered in our system.
If customer wants immediate status feedback: Verify how / when the customer submitted the order, get cust name contact info (email/phone number), po number and where faxed / emailed.
Send request to [email protected]
Systeam will research and get back to CS rep

Order Status: More than 24 hours since order EDI'd/ faxed / emailed:
Ask the customer to please resubmit their order to [email protected] or

585-720-4031

with a note on the PO indicating that it had been previously submitted, to avoid duplication.
Please send ALL correspondence to the Systems Team at their email address: [email protected] or their fax #585-720-4031.

This includes:

·        Tax Exempt Certificates (and any credits due to taxes being charged on invoice)

·        Direct customer to send purchase orders (if a Hard Copy PO is not available at the time of call)

·        Proof of Delivery requests

·        Shipping discrepancies/damages/lost packages

·        Promotions

·        Remove expected price error (i.e. if item added to order and no pricing)

·        Cancelling a line item on an order IF the item is already in production

* NOTE: for Customer Master address revisions please use the One Drive spreadsheet – do not email Systeam

*Please use the appropriate subject line to assist the System Team in quickly identifying the content of your email.