Applying Terms & Conditions of Sale: Common Customer Scenarios

Common Customer Scenarios

This article provides quick guidance for handling common customer situations based on Whip Mix Terms and Conditions of Sale, including what the policy means, what to do, and how to respond.  

What To Do

When handling a customer scenario:

1. Identify the situation
2. Confirm key details (order, timing, product, condition)
3. Refer to the applicable support article
4. Follow the recommended steps
5. Escalate if the situation is unclear or outside standard guidelines

Customer Reports Shipping Damage

What This Means

Once the shipment is delivered to the carrier, the carrier assumes responsibility for loss or damage during transit.

What To Do

1. Ask if damage was visible at delivery or found after opening
2. Confirm timing (within 24 hours vs within 3 business days)
3. Instruct the customer to file a claim with the carrier
4. Document the issue

What To Say

“Once the shipment is delivered to the carrier, the carrier assumes responsibility for loss or damage during transit. You'll need to file a claim directly with the carrier. I can help guide you through that if needed."

See: Freight Claims & Shipping Responsibility

 

Freight Charges on an Order

What This Means

Freight is the customer’s responsibility unless the order qualifies under the freight program.

What To Do

1. Check total order weight
2. Determine if the freight program applies
3. Review invoice charges

What To Say

“Freight is typically the customer’s responsibility unless the order qualifies for our freight program. Let me review your order and explain how the freight was applied.”

See:  Freight Program (Dealer Freight Support)

 

Customer Wants to Return a Product

What This Means

All returns require an RMA and must meet eligibility requirements.

What To Do

1. Ask the reason for the return
2. Confirm eligibility (timeframe and condition)
3. Request an RMA through Customer Service

What To Say

“All returns require an RMA number before anything can be sent back. Let’s review eligibility and get that started for you.”

See: Returns & RMA Process

 

Customer Requests a Repair

What This Means

Repairs must go through the RMA process and require approval before work begins. Repair eligibility may depend on equipment age, support status, and parts availability.

What To Do

1. Ask for a description of the issue
2. Confirm product details
3. Request an RMA
4. Explain diagnostic and approval process

What To Say

“We’ll need to evaluate the product first. Once it’s received, we’ll provide a diagnostic report and repair estimate for your approval.”

See:  Repairs & Diagnostic Charges

 

Customer Reports a Warranty Issue

What This Means

Warranty applies only to qualifying defects within the defined coverage period.

What To Do

1. Confirm purchase date and product
2. Review warranty eligibility
3. Request an RMA if needed

What To Say

“Warranty coverage depends on the product and how it’s been used. Let’s review the details and determine the next step.”

See: Warranty Coverage

 

Customer Wants to Cancel an Order

What This Means

Cancellation depends on production status. Once the product is completed and ready for shipment, the order cannot be cancelled.

What To Do

1. Check order status
2. Determine if cancellation is still possible
3. Explain any applicable charges

What To Say

“Cancellation depends on the current production status. If production has already begun, charges may apply. Let me check the order status and confirm your options."

See: Order Cancellation Rules

 

Customer Questions Pricing or Quote

What This Means

Orders are billed based on a valid quote or the prevailing price on the date of shipment. 

What To Do

1. Check for a valid quote
2. Compare to invoice pricing
3. Explain pricing applied

What To Say

“Orders are billed based on a valid quote or the prevailing price on the date of shipment. Let me review your quote and confirm the pricing used."

See: Pricing, Quotes & Dealer Pricing

 

Customer Asks About International Shipping Charges

What This Means

Customers are responsible for customs clearance, tariffs, and international shipping-related charges.

What To Do

1. Confirm shipment destination
2. Review any proforma invoice if provided
3. Explain customer responsibilities

What To Say

“For international shipments, the customer is responsible for customs clearance, tariffs, and related charges. I can help review what applies to your shipment.”

See: International Shipping & Documentation

 

Customer Reports Missing Items (Shortage)

What This Means

Shortages must be reported within 3 business days of receipt (delivery).

What To Do

1. Confirm delivery date
2. Verify items on the order
3. Document the issue
4. Escalate if needed

What To Say

“Shortages need to be reported within 3 business days of delivery. Let’s review your order and confirm what’s missing.”

See: Terms & Conditions of Sale (Quick Reference)

 

Customer Questions Payment or Invoice

What This Means

Approved credit terms are typically Net 30 after the invoice date unless otherwise stated in the order confirmation.

What To Do

1. Confirm invoice number and date
2. Verify payment terms on the account
3. Explain when payment is due
4. Direct to Accounting team if needed

What To Say

“Approved credit terms are typically Net 30 after the invoice date unless otherwise stated in the order confirmation. I can review your invoice and connect you with our Accounting team if needed.” 

See: Payment Terms & Late Fees

 

When to Escalate

Escalate the situation if:

• The scenario does not clearly match a standard case
• The customer disputes policy application
• Timing or eligibility is unclear
• The issue involves exceptions or special circumstances

Reference

For the full legal policy, see Whip Mix Terms & Conditions of Sale (Effective December 1, 2025).

For a quick overview of all sales policies, see Terms & Conditions of Sale (Effective 12/1/25)