Negotiated shipping charges

Customer service representatives (CSRs) can negotiate shipping charges with customers, if necessary, to complete a transaction. Shipping charges can be overridden by either specifying a percentage discount, or by specifying a fixed cost. Both of these methods apply to individual shipping modes. This means that a CSR could offer a 10% discount on overnight shipping, and also a fixed $10 charge for all ground shipping. A customer could then decide on which method to use, or whether to split the order.

The limit on the discounted shipping that a CSR is allowed to offer is determined by the administrator, who assigns each CSR group a limit. If a CSR tries to offer a shipping charge that exceeds this limit, the system blocks the order, and sends notification to the appropriate person for approval.

Negotiated shipping charges are only applicable to the current order. Repeat customers do not automatically receive the discounted shipping charge, and if an order is copied to create a new order, the negotiated shipping charge is not copied at the same time, though it could be re-applied.

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