Placing Orders with CyberDyne
Registered customers may commence transacting with CyberDyne immediately. Orders
may be placed using one of two (2) methods:
- Visiting CyberDyne House during business hours and processing an order cross counter
- Processing an order online via this WEB site
The suggested method of processing an order with CyberDyne would be to do so via
this WEB site, which offers the following advantages:
- Full order tracking from placing of the order, to receipt of the goods
- Inventory availability notifications
- Orders may be placed 24/7
- The issue of a Quotation first prior to processing a Sales Order eliminates possible
errors
All orders processed online are based on CyberDyne first tendering a quotation for
the custome's requirements. Only once this quotation has been electronically
accepted, it is then converted to an official Sales Order and processed by CyberDyne's
Warehouse. This unique approach to the processing of all orders ensures that any
errors are first picked up in the quotation phase by either CyberDyne, the Customer
or both parties and by the time the quotation is converted to a Sales Order, the
correct information is used to ensure the complete accuracy of the Sales Order.
In accordance with CyberDyne's Pipelined Business Processes we have streamlined
the online ordering process to ensure that orders may be placed very rapidly and
processed without delay - offering a world class service from placement of order,
to receipt.
Frequently Asked Questions
Why do you first issue a quotation prior to
processing an order ?
CyberDyne wishes to ensure that the time of each party
is not wasted by processing an incorrect order. By first tendering a quotation both
the customer and CyberDyne have the opportunity to review the proposed order and
eliminate any errors or make changes prior to our Warehouse becoming involved in
the dispatch of the order. Furthermore once a quotation has been issued, the customer
have seven (7) calendar days in which to either Accept, Decline or Modify the quotation
prior to expiry. This system ensures the correctness of all orders processed thus
saving both parties time and money.
Are quotations generated automatically ?
All quotations issued via this system to customers are
prepared by dedicated CyberDyne staff in-house and are then uploaded to the system
upon completion. The reason for not fully automating this step of the ordering process
is to ensure that human beings are preparing the quotations and in the process are
offering each and every customer a personalized service.
How long does it take to obtain a quotation
?
CyberDyne issues quotations during business hours only
for which the maximum turnaround time from receipt of your quotation request to
upload is three (3) hours. The original request date & time as well as the upload
date & time is included in your quotation history for quality control purposes to
ensure that CyberDyne consistently meets or exceeds the turnaround time criteria.
How long does a quotation remain valid for ?
All quotations issued by CyberDyne remain valid for a period
of seven (7) calendar days from date of original issue. During this period you have
the option to electronically Accept, Decline or Modify the quotation. Each quotation
issued contains the expiry date. Should the quotation remain unaccepted during this
period, it will automatically expire for which you will then receive an emailed
notification confirming expiry.
Am I able to specify collection or delivery
during the quotation phase of processing an order ?
Absolutely! Before you are able to electronically submit
your requirements, the online system will establish if you wish to collect your
order from CyberDyne premises, or require door-to-door delivery. This ensures that
the resulting quotation issued, will contain this information prior to any order
being processed.
Why can I not obtain a quotation telephonically
?
Every quotation issued by CyberDyne is subject to a unique
reference number used for tracking and audit purposes. This reference number is
only generated by our online ordering system at the point that a quotation is requested
through the system. In order to manage each and every quotation issued correctly
from start to conclusion, it needs to be processed via our online system.
Once I have electronically accepted a quotation,
how does payment work ?
Part of the conversion process from quotation to Sales
Order involves completing an online payments process. The payment options made available
vary from customer to customer depending on both customer type and if the order
is to be collected from CyberDyne premises, or delivery of the order to the customer's
premises is required. Based on these criteria you will be presented with the applicable
payment options.
Once a Sales Order has been generated, how long
will it take before I receive my goods ?
The conclusion of any Sales Order processed with CyberDyne
is determined by two (2) key factors being availability of inventory and receipt
of payment (for customers who have not been granted credit facilities by CyberDyne)
cleared as available funds in CyberDyne's banking account. Provided product is available
ex. Inventory CyberDyne's warehouse and payment is reflecting in CyberDyne's banking
account, orders for collection may take place the same business day, while orders
for delivery or shipping are dispatched the next business day. Our online ordering
system provides all customers with full tracking and order status updates, as well
as an estimated lead time to delivery. As orders placed will vary from customer
to customer, only once an order has been created are we then in a position to provide
an accurate lead time.
At the time of processing an order how will
I know if stock is available ex. inventory ?
When CyberDyne first issues a quotation, the current stock
position will be indicated. Should an item not be available the estimated lead time
to receipt of inventory will be advised, or an alternative item for which stock
is currently available will be proposed. What this ensures is that prior to a Sales
Order being created, you will have a firm estimation of the order lead time.
If a quotation indicates stock availability
does this guarantee the supply of product immediately the quotation is converted
to a Sales Order ?
Inventory is a variable in any business that can and does
change without prior notice and its availability is based entirely on timing criteria
and market related supply & demand factors. At the point the quotation is issued,
inventory could indeed be available, however by the time that this quotation is
converted to a Sales Order, the inventory position may have changed. Only once CyberDyne's
warehouse has physically allocated inventory to a Sales Order is the stock position
then guaranteed. The design of our online ordering system will ensure that you will
always know the exact status of the order and should inventory not be available
at the point the quotation is converted to a Sales Order, you will be notified of
this, together with an estimated lead time to conclusion of the order. You therefore
have the option at this point to either continue with the order, or cancel it -
in other words this system guarantees you the peace of mind that you are not going
to be tied into an order we cannot fulfill within a reasonable time frame.
How do you process Back Orders ?
By default, any Sales Order which has been created in our
SAP ERP system, for which inventory is not currently available to conclude product
allocation will automatically revert to a Back Order. Back Orders are monitored
by CyberDyne personal on a daily basis as 'Stock Outs' for which our imports department
receives these daily reports. Depending entirely on the item/s not available, replacement
inventory would under normal circumstances become available within 5-7 business
days. As soon as this inventory is received, the Back Order reverts back to a Sales
Order and product is then physically allocated and the order closed off. During
this entire process, you will receive update notifications pertaining to your order
to keep you in the loop at all times.
How will I know what the present status of my
Sales Order is ?
Every Sales Order placed with CyberDyne via this system
offers full tracking in the form of a log, which is also date & time stamped. Once
a quotation has been converted to a Sales Order, the Sales Order itself passes through
various stages of processing for which we have assigned a different Status for each
stage. As your order is processed, so the Status will change and you will be notified
by the system via email of the progress. Unlike our competitors, CyberDyne believes
that it is imperative that each and every customer is kept in the loop from receipt
of the order up to delivery - no exceptions made. This online ordering system provides
just that, and once your order is in this system, you are 'in the loop'!
How will I know if you have received my payment
for a Sales Order ?
Once more this online ordering system provides full tracking
and status updates for each and every order placed with CyberDyne - including notification
of payment receipt. Once your payment reflects as cleared funds in our banking account,
the system will notify you via email.
May I cancel an order and obtain a refund ?
An order may be cancelled provided that it is not for any
product that has been specially procured. CyberDyne does not tender refunds - only
Credit notes are issued subject to our Standard conditions of business. Any order
that has been shipped to the customer for which delivery charges are applicable
and delivery has been concluded will not be credited back in the event that the
order is cancelled. In such cases and subject to our Standard conditions of business,
a Credit note will be issued for the goods portion of the order only.
Why do you not tender refunds ?
From company inception up until 2003, CyberDyne offered
refunds subject to certain conditions. What however was becoming increasingly common
was certain customers would purchase goods for the sole purpose of gaining the use
of these goods during the refund window which originally was set at seven (7) calendar
days from date of original sale. They would then return the goods to CyberDyne claiming
they were not satisfied and then demand a full refund. Because of the abuse of this
refund policy and that the bulk majority of refunds being processed were to customers
who were 'using' CyberDyne for free 'rentals' of equipment they never intended purchasing
in the first place, this policy was revoked. Furthermore, due to the nature of our
business being high volume, low margin the cost of processing these refunds were
not financially viable, and in order to cover these costs we were faced with the
prospect of building these costs into our selling prices, which we were not prepared
to do as customers who never returned any goods for refund would then be 'penalized'
by the small minority who were returning goods for refund.
Because you don't tender refunds, what happens
should I not be entirely satisfied with my order ?
CyberDyne provides full risk reversal to all its customers
in the form of our unique No-Quibble plan in the absence of issuing refunds.