Employee Handbook
Employee Handbook for Sales
1. Queries regarding Exact Part number or Display Properties Nits , Ntsc , Srgb Etc.
Purpose
To ensure accurate fulfillment of customer orders requesting specific screen characteristics not typically listed in product descriptions.
1. Request Exact Part Number
Ask the customer to provide the full part number of their original screen. This is essential for accurate matching.
2. Check Panel Specs
Use Panelook to verify detailed specifications (brightness/nits, NTSC, sRGB, contrast, etc.) for the part number the customer provides.
3. Run Inventory Check
Look through current inventory for a matching panel with the same specs. Use Panelook to verify alternate compatible models if necessary.
4. Communicate Clearly with Customer
Explain that matching specific specs requires manual handling and cannot be guaranteed unless the exact panel is in stock.
5. Manual Order Processing
If a matching unit is available, process the order manually. Clearly label the order with "SPEC-MATCH: [insert detail]" in order notes.
6. Document Everything
Save a copy of the customer's request, screenshots of the Panelook specs, and internal match confirmation in the customer file or CRM.
Important Notes
- Never guess or promise spec match without verification.
- Inform the customer that these orders may take additional time.
- If no match is found, offer to refund or discuss alternate options.
2. Queries regarding Brand Logos on Display Assemblies
Standard Answer
If a customer asks whether the product has the OEM brand logo (e.g., HP, Dell, Lenovo) on the Touch Screen Assembly:
"Yes, the product includes the original brand logo, unless specifically stated otherwise in the product images or description."
When the Logo Is Not Present
- If a logo is missing, there will always be a "Logo Disclaimer" in the listing (either in the images or product details).
- If no such disclaimer exists, employees should assume the logo IS present.
- Note: Some images may not clearly display the logo due to glare, angle, or low photo quality — this does not mean the product is unbranded.
Action Step for Employees
If a customer still doubts the presence of the logo due to unclear product images:
- Contact the Inventory Handler and request updated, clear images showing the logo.
- Add the updated images to the product listing if possible, or provide them directly to the customer upon request.
Important
- Do not guess about logo presence — rely on whether a Logo Disclaimer exists.
- Always double-check if the product listing already addresses logo visibility before escalating.
This ensures consistency in communication and avoids misunderstandings with customers.
3. Queries regarding Customer's Previous Purchases with Other Vendors and Issues not resolved
When to Follow This Protocol
If a customer mentions that:
- They bought a screen from another vendor, and it didn't work
- They are returning a screen to another seller due to compatibility or technical issues (e.g., "XYZ reason")
- They express frustration with past failed purchases from the market
Required Actions
- Do NOT quote or sell any screen or part immediately.
- Do NOT assume compatibility or offer a substitute based on partial information.
- Politely inform the customer that their request will be escalated for expert review.
Escalation Process
Forward the inquiry to Dave for further evaluation — especially for:
- EDID compatibility
- Firmware mismatch history
- Model-specific failures
Important
Dave will determine next steps based on technical background and match-up requirements.
4. Queries regarding Stylus Pen Smart Pen Compatibility with Displays
Correct Solution
If a customer needs their stylus pen to work, the correct solution is:
"Sell the Complete Hinge-Up Assembly – this includes the digitizer/touch layer necessary for pen input to function properly."
When Complete Assembly is in Stock
- Quote and sell that part.
- Clearly explain to the buyer that stylus support typically requires the original digitizer configuration found only in the full hinge-up set.
When Complete Assembly is Not in Stock
- Keep the email for Dave or
- Contact Dave directly to handle the request.
Important Restrictions
Do NOT offer alternative panels or touch digitizers unless they are part of the OEM-spec full assembly approved for stylus compatibility.
Reminder for Sales Team
These are high-risk cases that require expert handling. Selling the wrong item may lead to complaints, returns, or compatibility issues. Always escalate when unsure.
For Technical Escalations
Contact: Dave – Internal Tech Advisor & Inventory Specialist
Employee Handbook for Verifier
1. What should we do if the customer provides product verification (like a serial number) after we already released the order without it?
Overview
This is a common situation, especially when the buyer doesn't respond quickly. But it's critical that employees understand how to handle this properly.
When the Order Has Not Yet Shipped
If the buyer sends their serial number or verification after we released the order but before it ships:
- STOP the order immediately. Contact the picker or shipping department.
- Verify the new serial number against the product we were about to send.
- If the serial number shows a different model:
- Change the product to match.
- Charge the price difference if applicable.
- We must fix it before it leaves the building.
Failing to do this is careless and unacceptable.
If the Order Has Already Shipped
- Do NOT go back and update the order or system with the new serial number.
- The order is finalized once it ships.
- Updating records post-shipment shows a serious lack of process understanding and accountability.
This mistake has been explained many times — if you still do it, you're not absorbing training.
What If the Customer Was Unresponsive Before Shipment? (Dead Duck Release)
Sometimes, we have no choice but to ship due to platform deadlines (e.g., eBay). If the customer doesn't reply in time, we release the order — but we must notify them clearly:
"We tried to verify your product, but didn't get a response. Due to shipping timelines, we're sending the item as ordered. Please double-check compatibility."
- Often, the customer responds immediately after this — if they do before shipment, go back to Step 1.
- But if they respond after shipment, do not change the records. Handle it as a return/exchange instead.
Bottom Line
Verify before shipping — always.
2. Why must verifiers clear the order cache or stored customer data before verifying?
Overview
Sometimes, a customer places a new order but reuses saved information from a previous purchase. This often includes the serial number, machine model, or special notes.
Example Scenario
On 06/09/2025, a customer purchased a 13" MacBook Air A3113 2024 M3 EMC 8611 LCD Assembly (Midnight)
- However, the order came through with Lenovo serial number and system information
- Upon checking, we found this was copied from a previous Lenovo order placed in January
Root Cause
The buyer did not clear or update their saved info during checkout. Our system pulled the same data because the customer had it stored in their order notes or auto-fill fields.
Verifier Instructions
- Always clear or refresh stored customer order details in the system before beginning verification
- Do not assume the serial number or notes provided are current — especially for repeat buyers
- If you spot mismatched info (e.g., Lenovo serial on an Apple order), pause and investigate
- If unclear, ask the customer to reconfirm serial number and machine details
Important Reminder
This is not a wrong ordering by the buyer — they simply didn't update their saved data.
Verifiers must act smart and cautious to prevent shipping mismatched parts.