Handling Prewire Queries
The purpose of this SOP is to give an idea of how to handle prewire queries.
Overview#
Purpose: The purpose of this SOP is to give an idea of how to handle prewire queries.
Scope: This process applies to all Customer Service Members (Team PH & Team IRL) and Accounts Team.
Responsibility: It is the responsibility customer service representative to know how to handle prewire queries and follow the standard operating procedure of it.
Objective: This aims to standardize the process of handling this type of queries and to ensure that we are providing correct charges to the customer and prevent loss of sale
Handling prewire queries
Process Flow#
All Bars that we offer do not come prewired. The customer has an option now to request the bar prewired before sending this to them. This will carry an estimated 2 weeks of processing time. All orders carrying this ALT will be submitted to our Electrician at the end of the week and the work carried out over a 3-5 day period depending on the level of orders. The order will then be processed and dispatch when completed.
- What is Prewire Service?
The prewire service will run the loom through the bar and have all components wired, it will leave the wire out at one end, ready to be wired to the customer’s vehicle switch and relay pattern will be the customer’s responsibility.
- How much is the Prewire Service Fee?
The Prewire service fee depends on the number of lights on the bar and the length of the wire needed.
For handling this type of email queries, ensure to check the Prewire Service Fee Charts to ensure that you are providing the correct information to the customer. This file is saved on Customer Service Jobs > Prewire Service.
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The Prewire Service Fee Charts contain the Item Category, Number of Lights, and the Prewire Service Cost. This will tell you which option should you offer to the customer.
Option 1 – 150 pounds + VAT
Option 2 - 90 pounds + VAT
- How to Response to Email?
After you have identified the cost of prewire service require on the item which interests the customer, we have a Macro available for us to reply faster for this type of email queries. Each Macro contains the Prewire Service Fee and the link to the listing of the prewire code that they also need to purchase along with the item that they want to get prewired.
Macro 022 – EBay Prewire Service – Option 1
Macro 023 – Website Prewire Service – Option 1
Macro 024 - EBay Prewire Service – Option 2
Macro 025 - Website Prewire Service – Option 2
In the figure below, it shows you the content of Macro 022. The Link and the price differ for each macro.
Notes#
Key Points
Ensure to provide correct prewire cost to the customer. In any case, the item category is not yet on file, confirm the price with Team IRL and update the Prewire Service Fee Chart.
This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:
The agent suggesting the update should be the one to carry through the edit. The suggestions for edit should be confirmed in real-time in the group and for the card to be cleared the same day. Creating a new version will break the link for systems that are linked to training/onboarding Trello Cards. This will also affect the systems linked to some email macros. Do not create a new version this will overpopulate the SystemHub. Editing the current system is the best practice to avoid potential issues.
Potential Issues:
1 - ISSUE ENCOUNTERED: Stuck on Loading
RESOLUTION: Refresh Browser
2 - ISSUE ENCOUNTERED: Broken Links
RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.
Attachments#
Handling_Prewire_Queries_Flo… 16/12/2025