Why special orders need extra care
Stock parts move through the shop quickly. Special orders are different:
- They may take days or weeks to arrive, which keeps the truck down.
- Suppliers may refuse returns or charge a restocking fee.
- If the customer cancels, the shop may be stuck with an expensive part that fits few vehicles.
- The wrong part, ordered from a bad VIN or unit number, is a costly mistake.
Good practice
- Confirm the part. Use the VIN and the part number from the component itself where possible. See VIN.
- Quote it and get approval. Put the part, price, lead time and return terms on the estimate. Record the customer's approval. See estimate approval.
- Take a deposit for high-cost or non-returnable parts, especially from new customers.
- Raise a purchase order to the supplier linked to the job. See purchase order.
- Track the order and tell the customer the expected arrival.
- Receive and check the part against the order before the technician starts.
- Bill it on its own parts line, with any core charge.
Written terms
State the shop's special order policy in writing on the estimate: whether the part can be returned, any restocking fee, and what happens to a deposit if the customer cancels. Rules on estimates and authorization vary by state. California's Write It Right guidance, for example, requires the estimate to show the estimated price for all parts and labor and says each part is presumed new unless identified as used, rebuilt or reconditioned.
Effect on downtime
Long lead times are a common source of fleet downtime. Order as soon as the diagnosis is approved, and consider stocking parts the shop orders often.
Related: parts markup, core return.
MetaFleet supports parts inventory, purchase orders and estimates with line-by-line approval. Get a walkthrough.