Cellular Policies. and Procedures

Transcription

1 Cellular Policies and Procedures

2 cellular policy 4.04 Due to the inherent risk Vodacom contracts and upgrades pose to the business it is important that all staff members that deal with these contracts ensure that the policy and procedure governing this is complied with to ensure no unnecessary losses is incurred. STORES INSTRUCTION: 1. Only trained cellular staff members with User access to the Vodacom dealer web system is allowed to complete new contracts and upgrades for customers. Also Refer to the User access and control policy regarding the safeguarding of Passwords. 2. All contracts must be completed in full and cellular staff must ensure that the customer s ID document presented is verifi ed and stamped as such with the original verifi ed stamp. 33. Management must check all the documentation, refer to 77. Management must ensure that contracts are sent to the Procedure 4.04 for list of what to check, before contracts or fi nance department as well as Vodacom on a monthly basis by upgrades are processed on the AR system and goods released the second day of the month. Refer to Cellular Procedure 4.04 to customers. for the details of what documents to be sent. 44. Management must be present at the till points when contracts are 88. Management must ensure that the stores send all the required processed in order to ensure the correct processing as well as to documentation to the Payroll department on a monthly basis on confirm that the person the contact is made out to is actually the the first day of the month in order for the cellular consultants to be person receiving the goods from the store. paid their commission earned. 55. All contracts must be processed in line with the Cellular 99. All commission pay outs for contracts that has been paid that procedure is rejected by Vodacom, Cancelled by the customer or written off to the store due to it being fraud or any other reason for 66. Management must ensure that transaction lists are printed on a rejection must be recuperated from the cellular consultant in daily basis and compare the contracts to the transaction list to the following month. negate the risk of fraud. The checking of this will include checking that all the items that needed to be invoiced was invoiced (CA), all 101 The rejection list received from HO must be resolved and the items was returned (CN), All the items was billed to Vodacom feedback given to HO by the 15th of the Month. as per Procedure 4.04 and that all these transactions match in order to ensure that no administrative losses occur.

3 FINANCE DEPARMENT INSTRUCTION: 11. All deals created by the cellular buyer that involves channel support must be checked and signed off by the Finance Manager before these deal approvals are sent to Vodacom. 22. Contracts must be received on a monthly basis from stores and the debtor sales invoiced to the Vodacom account must be reconciled to the remittance received from Vodacom. 33. All rejections received from Vodacom must be sent to stores for investigation and re submission to HO. 44. HO will then re submit the new information to Vodacom when received from stores. 55. All deals done in stores where there is a difference / shortfall between actual billed in stores vs. the remittance from Vodacom must be forwarded to the cellular buyer for investigation and resolution. The cellular buyer is to advise where this difference must be recuperated from. 66. The Finance Manager must ensure that the shortfall is then journaled as per the instruction received from the buyer. MERCHANDISE DEPARMENT INSTRUCTION: 11. Only 10% of the re curing revenue received from Vodacom for airtime etc. may be used to structure deals that involve channel support. 22. All deals that involve channel support must be given to the Finance Manager to sign off before deal approvals are sent to Vodacom. 33. All Deals created must be checked for accuracy and validity by the Cellular buyer before approval is sent to Vodacom to create the deals. 44. The cellular buyer must investigate and feed back to the finance Manager on all differences / shortfalls between the actual billed in stores vs. the remittance from stores. 55. Where deals need to be created to resolve customer complaints due to store negligence, these deals must be approved by the relevant Divisional Operations Manager and the cost of the deal must be carried by the store where the complaint originate from. equals DEADLINE: NO LATER THAN 1 NOVEMBER APROVALS: 1. DAVE MILLER 2. STEFAN MARNEWICK 3. IAN MILES Chief Executive Officer Financial Director JD Cash Div - Risk & Admin Mgr

4 cellular procedure 4.04/9 APPLICABLE TO WORKFLOW BRANCH MANAGERS; ASSISTANT BRANCH MANAGERS; CELL PHONE CONSULTANTS; ADMIN SUPERVISORS; CASHIERS AND HO FINANCIAL MANAGER A sale is processed at POS using the applicable charge for the contract/ upgrade. (Could be Nil) The cash sale is to be reversed for zero value, irrespective of the value for which phone is sold. A sale can now be processed against the Vodacom account as per the below procedure. ACTION BY BRANCH MANAGERS; ASSISTANT BRANCH MANAGERS; CELL PHONE CONSULTANTS; ADMIN SUPERVISORS; CASHIERS AND HO FINANCIAL MANAGER The original contract, CPD document, copy of debt, invoice and Claim form is to be forwarded to debtors monthly. The documentaion is to be fi led as per the model offi ce, fi le AS5.

5 PROCESS SALES PROCESS VODACOM CONTRACTS: 11. For Vodacom approved new contracts and sim card as well as prepaid sales the following documentation must be completed and or obtained: It is very important to note that this is a legal requirement: refer to COMMENCEMENT OF THE REGULATION OF INTERCEPTION OF COMMUNICATIONS AND PROVISION OF COMMUNICATION-RELATED INFORMATION ACT, 2002 (ACT NO 70 OF 2002) sections 40 and 62(6). 24 Month Consumer Subscriber agreements applicable to the cellular provider (Triplicate). Fast track document Customer Pick-UP Document (Utilize spreadsheet attached). Signed Insurance application or Cancellation of Insurance. Copy of clients ID book, which must include a photo, full names and identity number of the buyer. (The ID copy must be stamped as verified to the original) Obtain the residential address or postal address of the buyer (a copy of a water & electricity account in the customers name with address is mandatory) Copy of bank statement and/or salary advice. A cancelled blank cheque. 22. All applicable document fields must be completed, clearly indicating whether it is a new application or an Upgrade. 33. The Vodacom dealer web authorization document must be printed out by the cellular consultant and checked by management. 44. Management must sign the Vodacom dealer web authorization document as confirmation of having checked the document before the sale is processed. (This document must be filed with the cellular documentation) STOCK RECEIVING: All contracts, irrespective of whether it is a new contract or an Upgrade contract, will be invoiced at point of sale. That is the actual contracts must be invoiced, not just the phone, thus ensuring effi cient tracking and remuneration for cell phone consultants. The SKU s for these contracts have been provided to you in excel format under the remuneration section below 55. Should the client be applying for an additional sim card to be added to a current contract, it too must be activated on Dealer Web and must registered as per the new RICA Act. 66. All Prepaid and Contract customers need to provide the following information: Copy of clients ID book, which must include a photo, full names and identity number of the buyer. (The ID copy must be stamped as verified to the original) Proof of current physical address. Client s cell phone number for prepaid and IMEI number for contracts. All Prepaid customers need to complete the Customer Pick Up documentation in store. This documentation needs to be filed with the Daily Transaction list in AS For cellphone upgrades, the client has to supply a valid copy of his ID, Passport or driver s licence. No additional information is required i.e. no payslips, no bank statements etc. The client must however still complete the contract and CPD document. 88. All cell phones are to be invoiced through the till (in the presence of the client) as a cash sale at the applicable selling price. 99. Discount is to be applied to the entire document rather than to each individual line by following the following steps: Scan/enter all items at P.O.S. as normal Select Manager s Functions F8 Select document discount F5 Set the discount value to 100% Select the reason code Cellular Contract 101. Where phones are supplied at a cost to the client (as per deal sheet), the store is to change the retail price of the phone to match the promotion/ contract taken by client. This is done by using the change retail price option at the till points, but only after the document discount (point9) has been processed.

6 PROCESS 11. Once the client has left the store the cash sale is to be reversed (credited), at NIL value, irrespective of what the client paid Do not process a discount when crediting the phone; the retail price must be changed to NIL The sale is now to be re-invoiced on the applicable store s Vodacom account. The following formula is to be applied when re-invoicing on the applicable account: Original Purchase Cost (incl. Vat) minus Value client paid (incl. Vat). STARTER PACKS 141. DO NOT reverse the contract SKU s as this will negate the original movement making it impossible to determine sales for the month A separate invoice must be generated per cell phone invoiced on the accounts. Do not invoice multiple phones on one invoice The applicable IMEI number or numbers needs to be scanned into the Customer order number block when doing the Credit Sale As with promotions there will on occasion be discounts offered on starter packs. These discounts will not be claimed back from the service provider due to the airtime remuneration scheme. BACK OFFICE PROCESS This process is to be followed once the contract has been approved, the client has signed all relevant documentation and the above invoicing process has been completed. 11. A sales per customer detail report (filtered for Cell) is to be drawn by Management on a daily basis and the bottom copy of the contract, blue copy of CPD document, copy of ID as well as a copy of debtors invoice is to be attached. These documents to be filed in Model Office file AS5. All contracts must be accounted for daily. Such discounts are to be undertaken by means of adjusting the retail-selling price to the promotional price for that dealer sheet. Stores are to ensure that airtime is sold to every client that purchases a starter pack. Failure to do so will result in the store forfeiting the airtime remuneration. 22. At the end of each month a Sales per customer detail report (filtered for Cell) is to be drawn by Management. The original contract (Dealer copy), copy of CPD document and photocopy of debtors invoice is to be attached. This together with a completed claim form (see file attachment) is to be forwarded to the Finance department for attention Maruet Norris by the second working day of the following month. 33. The relevant courier company needs to be used to deliver these documents to Head Office on a monthly basis.

7 DOCUMENTATION DISTRUBUTION: 11. All contracts and supporting documents are to be sent to the below address monthly: The Document Warehouse Service Park 082 Vodacom Boulevard Midrand 22. The Filing copy (top copy) of the Vodacom contract needs to be send to Vodacom with copies of all the documents obtained from customers on the second working day of the month. 33. The Customer copy (second copy) of the Vodacom contract needs to be given to the customer for future reference. 44. A photo copy of the Dealer copy (bottom copy) of the Vodacom contracts need to remain in store, The dealer copy as well as the debtor sale are to be sent to Head office for attention Maruet Norris with copies of all of the relevant documents obtained from the customer. The photo copy of the above need to remain in the store for 6 months. 55. The finance department will send the dealer copy as well as all relevant documents to the Document warehouse once all transactions have been reconciled. send PAYROLL DOCUMENTATION: 11. At the end of each month the following documentation is to be sent to the HR department for payroll purposes: Sales per Salesman report for the Cellular consultant attached to the Cell Sales Tracker.xls. Item Movement detail report for each of the physical contract SKU s namely: PAYROLL DOCUMENTATION: 11. Strict adherence to the above procedure will ensure that cellular write offs, due to lack of documentation, will be eliminated. 22. It is management s responsibility to ensure that all contracts, CPD documents and debtors invoices are accounted for and need to be completed and signed for in full. 33. Any documentation found to be missing, by the debtors department, would not be claimable from the provider and thus the onus lies on the branch to ensure compliance with this procedure. 44. The claim form will be used to claim back-subsidized monies from the provider and also be the basis of monthly contract sales performance management. Therefore it is imperative that this document be completed accurately and timeously for feedback to Head Offi ce and the cellular provider. 55. It remains the cellular consultant s responsibility to ensure that all sales are correctly invoiced and reversals are undertaken where applicable. 66. It remains Store Managements responsibility to ensure that all month end back offi ce and payroll documentation is correctly completed and forwarded to the applicable Head Offi ce Personnel in order to prevent any fi nancial write offs. 77. The cellular consultant must ensure that all sim cards for new and upgrade contracts are activated in store.