System
How we do it
The standard operating procedures, the product knowledge and the pricing rules, written down and searchable. Every answer is a page somebody owns and reviewed, with the record it is about one click away.
A safety data sheet has lapsed
What do I do when an SDS has expired?
The order stops. Under WHS Regulation 344 a sheet is reviewed at least every five years, and a site cannot hold a hazardous chemical without a current one.
Owned by Simone Achterberg
Two dangerous goods classes cannot travel together
Why will the run board not let me load these together?
The ADG segregation table keeps certain classes apart on one vehicle. Class 5.1 oxidisers and Class 8 corrosives are the pair that comes up most here.
Owned by Warren Ngata
The account is on stop
A customer is on stop and wants to order. What can I do?
Nothing ships without a release. Karl approves releases, and only for the lines that were released, not the whole order.
Owned by Tanya Vukovic
How price agreements work
Which price applies, and why is this line flagged?
An account's agreement rate always beats list. If a line is keyed at list when an agreement exists, validation flags it before it ships, not after the customer queries the invoice.
Owned by Beau Harrington
Dilution rates and contact time
How much do I dilute this, and how long does it need to sit?
Dilution is on the label and on the sheet. Contact time is the part people skip, and it is the part that decides whether a disinfectant did anything at all.
Owned by Simone Achterberg
A site wants delivery on a day it does not run
Can we deliver on a different day?
Every site has standing run days. Off-run delivery pulls a vehicle off the sheet and costs about $380 by the time you count the driver.
Owned by Warren Ngata
Raising a credit for a return
A customer wants to return something. What happens?
The customer raises it against the delivery it came on. Approve, collect, then credit. The stock either goes back on the shelf or is written off, and that is recorded separately.
Owned by Tanya Vukovic
Receiving a delivery from a supplier
What do I check when a supplier delivery arrives?
Count it against the purchase order before the driver leaves, then put it away against the same order so on-hand is right within the hour.
Owned by Dean Hollis
Cycle counting
How do I do a stock count?
Count the bin, not the screen. Record the variance even when it is small, because the pattern is the useful part.
Owned by Trent Kolek
A site requires a purchase order number
The site says they need a PO on the docket. What now?
Some sites will not accept a delivery without their own PO number on the docket, and the invoice gets rejected without it. That is a blocker, not a preference.
Owned by Jodie Marchant
Choosing the right chemical for the job
Which product should this site be using?
Match the chemistry to the soil and the surface, not to the price. The wrong choice usually shows up as a customer using twice as much of the right one.
Owned by Simone Achterberg
Minimum order value and freight
Why has freight been added to this order?
Each account has a minimum order value. Below it, freight applies unless somebody waives it and records who.
Owned by Beau Harrington
Why this is written down rather than generated
You said the intent was to put thirty years of your own knowledge somewhere the team can reach it. The hard part of that is not the search box, it is getting the knowledge out of your head and onto a page that somebody owns and reviews. That is what this is. Each answer has an owner, a review date, and a link to the record it is about, so when somebody acts on it and it turns out to be wrong, there is a page to correct rather than an answer that came from nowhere.
A chat box over the top of this is a small piece of work and it can come later. It would read these pages. They still have to be right.