Applying Terms & Conditions of Sale: Common Customer Scenarios
This article provides quick guidance for applying Whip Mix Terms & Conditions of Sale to common customer situations, including what they mean, what to do, and how to respond.
Common Customer Scenarios
This article provides quick guidance for handling common customer situations using Whip Mix Terms & Conditions of Sale, including what they mean, what to do, and how to respond.
What To Do
When handling a customer scenario:
- Identify the situation
- Confirm key details (order, timing, product, condition)
- Refer to the applicable support article
- Follow the recommended steps
- Escalate if the situation is unclear or outside standard guidelines
Damaged Shipment
What This Means
Once the shipment leaves the Whip Mix facility, the carrier is responsible for delivery.
What To Do
- Ask if damage was visible at delivery or found after opening
- Confirm timing (within 24 hours vs within 3 business days)
- Instruct the customer to file a claim with the carrier
- Document the issue
What To Say
“Once the shipment leaves our facility, the carrier is responsible for delivery. 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
- Check total order weight
- Determine if the freight program applies
- 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
- Ask the reason for the return
- Confirm eligibility (timeframe and condition)
- 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.”
Customer Requests a Repair
What This Means
Repairs must go through the RMA process and require approval before work begins.
What To Do
- Ask for a description of the issue
- Confirm product details
- Request an RMA
- 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
- Confirm purchase date and product
- Review warranty eligibility
- 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. Charges may apply if work has started.
What To Do
- Check order status
- Determine if cancellation is still possible
- Explain any applicable charges
What To Say
“If the order is already in production, cancellation may involve charges for work already completed. Let me check the status and confirm your options.”
Customer Questions Pricing or Quote
What This Means
Orders are billed based on a valid quote or the price at the time of shipment.
What To Do
- Check for a valid quote
- Compare to invoice pricing
- Explain pricing applied
What To Say
“Orders are billed based on a valid quote or the price at the time 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
- Confirm shipment destination
- Review any proforma invoice if provided
- 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
- Confirm delivery date
- Verify items on the order
- Document the issue
- 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
Payment terms are based on approved credit and are typically Net 30 from the invoice date.
What To Do
- Confirm invoice number and date
- Verify payment terms on the account
- Explain when payment is due
- Direct to Accounts Receivable if needed
What To Say
“Payment terms are typically Net 30 from the invoice date. I can review your invoice and connect you with our Accounts Receivable 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