2.2 Special Orders, Will-Call Tagging & Hold Procedures

Special Orders, Will-Call Tagging & Hold Procedures

Managing inventory efficiency requires parts stores to balance stocked high-turnover items with non-stocked or slow-moving specialty components. When a customer requires a part not routinely held in store inventory, the parts specialist initiates a Special Order (S/O) or an Emergency Vehicle Off Road (VOR) order. Furthermore, managing staged merchandise for commercial pickup or retail will-call requires disciplined tagging, staging, and expiration protocols to ensure parts are protected, easily retrievable, and financially accounted for.

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Understanding Special Order (S/O) Operations

A Special Order (S/O) occurs when a requested component is not currently in store stock and must be sourced directly from a regional distribution center (RDC), jobber warehouse, or original equipment manufacturer (OEM). Special orders range from routine stock replenishment to rare, low-demand components (such as specialized engine harnesses, vintage trim pieces, or custom performance assemblies).

Identifying Non-Stock vs. Out-of-Stock Items

• Out-of-Stock (Stocked Line): A part number normally maintained in store inventory that is temporarily depleted. These items carry standard return privileges.
• Non-Stock (Special Order Line): A part number not carried in the store's regular inventory matrix. Sourcing non-stock items introduces vendor freight charges, order processing delays, and strict vendor return restrictions.

Before placing a special order, the parts specialist must verify part number supersessions, check regional warehouse inventory, confirm delivery lead times, and evaluate supplier return conditions.

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Customer Pre-Payment & Deposit Policies

Special orders present financial risk for the parts store. If a customer cancels an order after the part has shipped or fails to pick up a non-stocked item, the store faces non-refundable vendor freight costs, supplier restocking fees (typically 15% to 25%), or dead stock inventory.

Pre-Payment Guidelines

To mitigate financial risk, store policy mandates the following deposit rules:

1. Retail Special Orders: A mandatory 50% to 100% deposit (or pre-payment in full) is required at the time the order is created. For custom-built, electrical, or non-returnable items, 100% non-refundable pre-payment is mandatory.
2. Commercial Accounts: Established credit accounts in good standing may place special orders against their existing credit line using an authorized Purchase Order (PO). However, if the vendor designates the item as non-returnable, a signed commercial special order authorization agreement must be executed.
3. Customer Disclosure & Sign-Off: The parts specialist must explicitly inform the customer of estimated arrival dates, freight surcharges, restocking fee terms, and non-returnable conditions. The customer must sign the special order invoice explicitly agreeing to these terms.

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Expedited Emergency Ordering (VOR / Emergency Freight)

When a vehicle is completely inoperable awaiting a critical component, commercial repair shops or fleet managers request an Emergency Order or Vehicle Off Road (VOR) order.

Features of VOR Orders

• Priority Warehouse Processing: VOR orders jump ahead of routine replenishment orders at distribution centers.
• Expedited Freight Surcharges: Emergency shipments utilize premium freight methods (such as courier service, overnight air, or direct warehouse drop-ship). Premium freight costs are significantly higher than standard stock freight.
• Mandatory Surcharge Disclosure: Counter specialists must calculate and disclose all expedited freight fees to the customer before placing the order. Freight surcharges are non-refundable once the shipment is dispatched by the vendor.

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Will-Call Tagging & Staging Best Practices

Once special order parts or pre-billed commercial orders arrive at the store, they enter the Will-Call / Staging System. A disorganized will-call area leads to misplaced parts, lost counter time, duplicate orders, and customer dissatisfaction.

Standard Operating Procedure for Will-Call Tagging

Every incoming special order or staged part must immediately undergo the following will-call protocol:

1. Physical Inspection: Inspect outer packaging and contents for shipping damage prior to signing the receiving log.
2. POS Receiving Verification: Receive the shipment in the POS software to update order status to "Arrived / Ready for Pickup."
3. Will-Call Tag Generation: Attach a high-visibility, physical Will-Call Tag directly to the part packaging. The tag must include:
   • Customer / Account Name
   • Invoice or Purchase Order (PO) Number
   • Date Received in Store
   • Part Number and Description
   • Staging Bin / Shelf Location ID
   • Specialist Initials
4. Staging Location Assignment: Store the tagged item in a designated, secure Will-Call staging bin (e.g., Bin WC-B4). Update the bin location code in the POS system so any counter specialist can locate the item instantly.
5. Customer Notification: Contact the customer via phone, email, or automated SMS notifying them that their order is ready for pickup.

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Will-Call Hold Expiration & Abandoned Order Management

Parts held in will-call consume valuable storage space and represent uncollected store capital. Stores establish strict Will-Call Hold Expiration windows—typically 14 to 30 days from arrival.

Abandoned Order Handling Protocol

When an order exceeds the maximum hold window without customer pickup:

• Day 14 / 21 (First & Second Notice): The parts specialist contacts the customer or commercial account to remind them of the staged order.
• Day 30 (Final Expiration): If the item remains uncollected:
  • Stockable Parts: The order is canceled in the POS system. The customer's deposit is processed according to store refund policies (minus any applicable restocking fees), and the part is returned to active store inventory.
  • Non-Stockable Vendor Parts: The specialist submits a Return Goods Authorization (RGA) to the vendor. The part is returned to the distribution center, and vendor restocking and freight fees are deducted from the customer's deposit.
  • Non-Returnable Special Orders: If the part is completely non-returnable, the customer is issued a final written notification that the item will be disposed of or liquidated to cover storage costs per signed contract terms.

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Special Order vs. Will-Call Procedural Matrix

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Counter Verification & Part Release Protocols

Releasing parts at the counter requires careful verification to ensure the correct customer receives the correct order:

1. Identity & PO Validation: Request customer identification or verify commercial delivery driver credentials against the active account manifest.
2. Invoice Matching: Match the invoice line items directly against the physical part number on the will-call tag.
3. Visual Part Inspection: Open the box at the counter in front of the customer to verify that the part is intact, un-damaged, and includes all necessary hardware, gaskets, or installation instructions.
4. Core Collection at Pickup: If the special order part carries a core charge, collect the old core or charge the core deposit at the moment of pickup.