Description of the service
1. Objective
Define the response time to which MSF-Supply commits towards its partners to respond once the order is placed in the Portal. |
2. Scope
MSF Supply undertakes to its partners to acknowledge receipt of orders within 48 hours, 2 working days after their effective receipt by e-mail or online order (Portal). |
Use of the service
An e-mail is sent to the different parties involved (field supply or partner), following two distinct circuits (online / e-mail):
After receipt of the online order (via the Portal tool), the Operation Desk has 48 hours to acknowledge receipt of the order. Validation of the order : Once the order is validated on the Portal by the Desk Operation, an automatic email is instantly sent to the main parties involved (field or partner supply), containing the main information such as the field or partner order number, the early cost, any comments added by the Desk, etc. Note: Please note that some lines may, at this stage, be at zero, so the total cost will be impacted when the order is confirmed. Example of message :  2. Orders by e-mail : For some partners (MSF LOG, APU), orders are sent by e-mail via the mailbox : msfsupply.order@brussels.msf.org In this case, the Desk Operation in charge of these partners also acknowledges receipt within 48 hours working days by sending an email of receipt. The latter also includes the essential information, such as the reference of the partner order, the total cost, additional information, etc.. NB: Please note that this type of situation remains exceptional and temporary, as the idea remains that all MSF Supply partners end up going through the Portal to process their orders.
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Conditions
Exceptions: In case of an emergency period, urgent orders are placed before all other orders. The Desk reserves the right to process normal orders beyond 48 hours to give priority to emergencies. Technical orders (for items not known by MSF-Supply): They often require a more precise analysis and identification of needs by the technical department of MSF Supply. The response time will therefore be longer. The acknowledgement of receipt will then be made when all the necessary information will have been found such as codes, prices... |
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