Purchasing Escalations Form

Purchasing Escalations Form

The Purchasing Escalations Form is used by the Escalations Department primarily when an order has been submitted and additional information is needed from the Purchasing Department to move the job forward.

When filling out the form you will need the Service Job ID, Purchase Order Number, and the Part/Equipment Number. Gather this information then fill in those fields in the form. Once those fields have been filled in, move to the Escalation Type, Escalation Reason, and Additional Information fields using the guidelines that follow.
Purchasing Escalation Form will be located in your escalation Teams chat if given access to utilize. 

Escalation Type

Select the appropriate Escalation Type from the dropdown based on the specific scenario.

Escalation Type

When To Use

BBB Request

Used when the customer has escalated through BBB.

Executive Escalation

Used when the customer escalated through one of the Executives.

Emergency

Used for jobs marked as Emergency that don’t fit any other qualifications.

Medical Emergency

Used for jobs marked as Medical Emergency that don’t fit any other qualifications.

Standard

Used on standard jobs.

White Glove

Used by the White Glove team.

Escalation Reason

Select the appropriate Escalation Reason from the dropdown based on the specific scenario.

Escalation Reason

When To Use

Appliance not installed by GE

Used when GE was supposed to complete the install of the replacement unit but did not. View Install Guidelines Article.

General Purchasing Questions

Used for general questions that have been escalated.

Order Address Change

Used if the address on the order needs to be changed.

Order Cancelation

Used for priority cancellations. Standard cancellations should use the PR-Order Cancellation Exception.

Order Needs to be Processed

Used when the order has not been fully processed and we need an update from the distributor.

Order Not Finalized

Used if the notes state we are pending an update from the distributor.

Order Not Received

Used when the order is past the ETA and the Service Provider is advising they have not received the order.

Order Tracking Request

Used when we do not have an Order Number or ETA in the notes.

S/P Requesting Pick Up Number

Used if the Service Provider does not have the pick-up information and it is not notated in the job.

Other

Used for an escalation that does not fall under any other qualification.

Additional Information

In the Additional Information Field be sure to include any information that will help Purchasing process the escalation, see examples below:
  1. Service Provider needs the shipment sent to a different address. Capture the address and enter in this field.
  2. If submitting form for a specific line item, enter it in this field.
  3. If you need the ETA of a part, enter it in this field.


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