Order Processing Procedure


Order Processing and Customer Care Services

At JEM, we specialise in helping your business grow, no matter the size of your establishment. When it comes to managing a successful eCommerce site, poor customer service can severely damage your reputation and, ultimately, cost you money. We pride ourselves on providing superior customer service, contributing to the overall success of your business.

Ensuring that all of your customers have a positive buying experience is vital – that’s where we come in. Whether we receive a call to place an order or to make an enquiry, our advisors have immediate access to the information needed to meet your customer’s exact requirements.

Our fully trained customer care team are available during office hours, ready to take orders and phone calls. In order to ensure all of your calls are completely bespoke, we can provide your business with a unique number. When you choose us for custom order management, you can rest assured that your customers are receiving a tailored service.

Our customer service duties include;

  • Expert Customer Service advisors available 9am – 5:30pm, Monday to Friday
  • Dealing with customer queries over phone and email, such as product information and delivery assistance
  • Processing phone orders, exchanges and issuing refunds if needed
  • Dedicated Phone Line, with your company salutation

Custom Order Management

We train our Customer Service team to get the best out of every call, maintaining precise and concise customer support.

When you choose us, you will receive monthly stats, showing the number of calls we receive. This includes the time we spend helping your customers, so you can monitor how we are assisting your business.

Postal Order Processing

We can
  • Transcribe orders from postal forms
  • Processing payments
  • Storing and shipping products
  • Provide detailed reports on orders
  • Capture additional information

If you run a publication and are looking for product offers, we can help. We process order forms from catalogues and promotions, as well as competition entries, whether they are online, email-based, or postal.

Payment Management

To simplify Payment Management, we can take payments through our merchant account. This allows clients without merchant facilities to handle transactions quickly and securely through our order fulfilment system.

Our services are channelled through the SagePay Payment Gateway, which incorporates extensive fraud protection and secure payment processing.

We can provide a full reconciliation of payments taken against costs incurred and automatically transfer balances into your account on a regular basis.

We can process payments from;
  • Visa debit and credit cards
  • Mastercard
  • Maestro
  • SagePay
  • Cheque book

If you would like to know more about our Order Processing procedures for fulfilment, simply fill out the form below. Alternatively, call us on 01483 204444 and speak to one of our experienced team members today.