Handling Special Pricing for Gold Trade Customers

Last Updated: 26/5/2025
Owner: Sales Manager
Reviewed: Every 6 months (Dec 1st & June 1st)

🟨 Overview

This SOP outlines how the Frontend Team is to validate and process orders from these customers correctly, including where to find pricing files and how to handle discrepancies.

🔐 Access & Responsibility

Sales Manager  - Full Edit - Maintain/update pricing files and structure

Frontend Team - Read Only - Validate pricing, process orders

All Other Staff - No access - N/A

📁 Special Pricing Customers and Pricing

• Special pricing will be stored as a spreadsheet here: Z:\Frontend\Itenary

• The spreadsheet naming convention would be CustomerName - Date last reviewed.xls
  
  

🔄 When to Check Special Pricing

A check is required every time a PO is received from a customer on the Gold List. These customers are being tagged automatically in Helpscout as "special pricing"

Trigger:

• Customer sends a PO via email
  
  

• The email is from an address with tag "special pricing"

• The current customers with this are:

  1. Lithocraft

  2. Spark Marketing Services

  3. SignageHQ

  4. Site Tech 

  5. Site Smart

  6. Brand Services

🧾 How to Process Special Pricing Orders

1. Confirm the customer is on the Gold Pricing list.
   Refer to process above
   
   

2. Locate the pricing file.
   Navigate to the customer’s folder using the structure above.
   
   

3. Open and validate the pricing.
   
   

   • Compare the product(s), quantity, and pricing on the PO with the spreadsheet
     
     

   • Check if delivery pricing is listed and matches the PO
     
     

4. Enter the job into IQ system.
   
   

   • Enter job if PO matching pricing on file
     
     

   • Do not modify pricing unless confirmed in writing by Sales Manager
     
     

⚠️ What If There’s a Price Discrepancy?

1. Reply to the customer to confirm the discrepancy (do not assume their PO is correct).
   
   

   • Example:
     “Hey [Customer Name], just confirming — the unit price on your PO differs from our agreed special pricing on file. Can you please confirm?”
     
     

2. If unresolved or urgent, escalate to Sales Manager.
   
   

   • Use Slack/email to notify and attach PO
     
     

   • Sales Manager must respond within 4 business hours