Checklist template

Customer order and special order management for furniture stores

A ready-to-use checklist with 103 items in 6 sections, covering Order entry, Deposits, Vendor follow-up, Customer updates, Arrival and inspection, Scheduling. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 103 Items
  • 84 Yes / No checks
  • 6 Scored ratings
  • 114 Points

Use this template How audits work

1. Order entry 18 items

  1. Each order sampled shows the customer's full name, delivery address and two ways to reach them (check 10 orders) Yes / No 1 pt
  2. Item numbers are selected from the vendor catalog in the system, not typed as free text Yes / No 1 pt
  3. Special orders for upholstery state the fabric or leather name, its number and its grade Yes / No 1 pt
  4. Special orders for case goods state the finish and the hardware choice Yes / No 1 pt
  5. Sectional orders list the configuration piece by piece, with left-arm or right-arm facing for each end piece Yes / No 1 pt
  6. The customer initialed a sketch of the sectional or chaise orientation Yes / No 1 pt
  7. Mattress orders state the size, the comfort level and the foundation height Yes / No 1 pt
  8. Options such as power, nailhead trim, contrast welt or upgraded cushion fill are entered as separate lines Yes / No 1 pt
  9. Doorway, stair or elevator measurements given by the customer are noted on orders for oversize pieces Yes / No 1 pt
  10. The customer signed or electronically accepted the order showing the estimated lead time Yes / No 1 pt
  11. The customer signed the special order cancellation policy Yes / No 1 pt
  12. The order states delivery or customer pickup, with the charge Yes / No 1 pt
  13. Protection plans sold are registered with the plan provider when the order is entered Yes / No 1 pt
  14. The vendor purchase order was created within the time set by company policy after the sale Yes / No 1 pt
  15. The purchase order matches the customer order line for line in the 5 special orders sampled Yes / No 1 pt
  16. A second person reviews each special order before the purchase order is sent to the vendor Yes / No 1 pt
  17. Special orders with missing or unclear options in the sample of 10 Number
  18. Accuracy of the special orders sampled Rating
    • Complete and unambiguous 5 pts
    • Minor gaps that did not affect the purchase order 3 pts
    • Errors that reached the vendor 1 pt

2. Deposits 16 items

  1. The order screen shows the deposit paid and the balance due, so the order coordinator can see them without asking the cashier Yes / No 1 pt
  2. Special orders waiting for their deposit are flagged in the system so that no purchase order is created for them Yes / No 1 pt
  3. The customer's copy of a special order states what happens to the deposit if the order is canceled Yes / No 1 pt
  4. Financed orders show an approval number from the finance provider Yes / No 1 pt
  5. The balance due on the order is updated when a piece is canceled or a price is adjusted Yes / No 1 pt
  6. Orders paid by check are released to the vendor only after the hold period set by company policy Yes / No 1 pt
  7. Orders whose deposit was refunded are canceled in the system and on the vendor purchase order Yes / No 1 pt
  8. Deposits with no merchandise on order have been investigated Yes / No 1 pt
  9. Orders changed after the sale (a piece added, a fabric upgraded) show the additional deposit collected or waived by a manager Yes / No 1 pt
  10. A canceled order that still carries a deposit shows the date the refund was requested Yes / No 1 pt
  11. A deposit moved from a canceled order to a new order of the same customer is shown on both orders Yes / No 1 pt
  12. Layaway orders show the date by which the merchandise must be paid for and collected Yes / No 1 pt
  13. Orders taken by phone or online show the payment confirmation number of the deposit Yes / No 1 pt
  14. Special orders waiting for a deposit before release to the vendor Number
  15. Orders with a deposit and no vendor purchase order created Number
  16. Deposit status kept current on the orders sampled Rating
    • Matches every change to the order 5 pts
    • Correct at the sale but not updated after changes 3 pts
    • Orders released or canceled without regard to the deposit 1 pt

3. Vendor follow-up 17 items

  1. A vendor acknowledgment is attached to each special-order purchase order sampled Yes / No 1 pt
  2. Each acknowledgment was checked against the purchase order for item, cover, finish, quantity and cost Yes / No 1 pt
  3. Differences found on acknowledgments were corrected with the vendor in writing Yes / No 1 pt
  4. The ship date acknowledged by the vendor is entered on each purchase order Yes / No 1 pt
  5. The open purchase order report is worked weekly by a named employee Yes / No 1 pt
  6. Purchase orders past their acknowledged ship date carry a note of the vendor's latest answer Yes / No 1 pt
  7. Purchase orders with no acknowledgment after the period set by company policy have been chased Yes / No 1 pt
  8. Vendor notices of a discontinued or backordered fabric led to a customer call for reselection within two business days Yes / No 1 pt
  9. Arrival dates of import containers are updated from the freight forwarder's tracking each week Yes / No 1 pt
  10. The store has working logins to the order status portals of its main upholstery vendors Yes / No 1 pt
  11. Each special-order purchase order carries the customer's name or order number as a reference Yes / No 1 pt
  12. Customer cancellations are sent to the vendor before the fabric is cut or the order enters production Yes / No 1 pt
  13. Partial shipments are received in the system so that the missing pieces remain on open order Yes / No 1 pt
  14. The contact list of vendor representatives and customer service desks was updated in the last 6 months Yes / No 1 pt
  15. Open special-order purchase orders Number
  16. Purchase orders past their acknowledged ship date Number
  17. Follow-up of open purchase orders with vendors Rating
    • Every late order chased and noted 5 pts
    • Chased only when the customer calls 3 pts
    • Open order report not worked 1 pt

4. Customer updates 17 items

  1. Customers with an open order are contacted at the interval set by company policy Yes / No 1 pt
  2. Each contact is logged on the order with the date and the employee's name Yes / No 1 pt
  3. Customers are told of a delay within the time set by company policy after the store learns of it Yes / No 1 pt
  4. A delay notice gives the customer the new estimated date Yes / No 1 pt
  5. Customers whose order has passed the quoted lead time were offered the choices in company policy (wait, reselect or cancel) Yes / No 1 pt
  6. Each open order shows the sales associate responsible for updates Yes / No 1 pt
  7. A backup is named for the orders of sales associates who are absent or have left Yes / No 1 pt
  8. The status given to a customer by phone matched the system on 3 orders tested Yes / No 1 pt
  9. Order status calls and messages are returned the same business day Yes / No 1 pt
  10. Text message updates go only to customers who agreed to receive them Yes / No 1 pt
  11. Complaints about late orders are logged and passed to the store manager Yes / No 1 pt
  12. Changes requested by the customer after the sale are confirmed in writing and accepted by the customer Yes / No 1 pt
  13. Customers whose order arrives in several shipments were asked whether to deliver in parts or wait Yes / No 1 pt
  14. Delivery credits or loaner furniture given for delays are approved by a manager on the order Yes / No 1 pt
  15. Open customer orders past the quoted lead time Number
  16. Days since the last logged contact on the oldest open order Number
  17. Communication with customers on open orders Rating
    • Proactive and logged 5 pts
    • Irregular or not logged 3 pts
    • Customers have to call the store for news 1 pt

5. Arrival and inspection 17 items

  1. Received special orders are allocated in the system to their customer order on the day of receipt Yes / No 1 pt
  2. Cartons of special orders are marked with the customer's name or order number Yes / No 1 pt
  3. The cover of special-order upholstery is compared with the fabric name and number on the order before the customer is called Yes / No 1 pt
  4. Sectional pieces are counted against the order Yes / No 1 pt
  5. The arm facing of each sectional end piece is compared with the order Yes / No 1 pt
  6. The finish of special-order case goods is compared with the finish ordered Yes / No 1 pt
  7. The size on the label of special-size mattresses is compared with the order Yes / No 1 pt
  8. Legs, hardware packs and cushions shipped in separate cartons are matched to their order Yes / No 1 pt
  9. Wrong or damaged special-order pieces are reported to the office the same day so the reorder can start Yes / No 1 pt
  10. The customer is told of a wrong or damaged arrival before any delivery date is offered Yes / No 1 pt
  11. Orders with pieces still to come are shown as incomplete in the system Yes / No 1 pt
  12. No special-order piece is reassigned to another customer without a manager's approval Yes / No 1 pt
  13. The report of arrived orders is reviewed daily to start scheduling calls Yes / No 1 pt
  14. Merchandise from canceled special orders has a disposition (return to vendor, floor sample or stock) recorded Yes / No 1 pt
  15. Customer orders fully received and not yet scheduled Number
  16. Days the oldest fully received customer order has been waiting Number
  17. Checking of special-order arrivals against the customer order Rating
    • Every piece checked before the customer is called 5 pts
    • Checked at delivery prep only 3 pts
    • Errors found at the customer's home 1 pt

6. Scheduling 18 items

  1. Customers are called to schedule within the time set by company policy after their order is complete Yes / No 1 pt
  2. Three contact attempts are logged before an unreachable customer's order is set aside Yes / No 1 pt
  3. The balance due is stated to the customer during the scheduling call Yes / No 1 pt
  4. The delivery address is confirmed during the scheduling call Yes / No 1 pt
  5. Access details (stairs, elevator reservation, gate code, parking) are recorded on the order Yes / No 1 pt
  6. The customer is told the delivery window and how it will be confirmed the day before Yes / No 1 pt
  7. Haul-away of an old mattress or old furniture is recorded on the order when the customer bought it Yes / No 1 pt
  8. The delivery date entered reserves capacity on the truck for that zone Yes / No 1 pt
  9. Orders are scheduled only when every piece is received, unless the customer accepted a partial delivery Yes / No 1 pt
  10. Pickup orders are given a pickup date Yes / No 1 pt
  11. Storage fees for orders held beyond the free period are applied per company policy Yes / No 1 pt
  12. Reschedules are logged with a reason code showing whether the customer or the store caused them Yes / No 1 pt
  13. Delivery tickets printed for a route show the access details recorded on the order Yes / No 1 pt
  14. Average days from order complete to delivery last month Number
  15. Orders ready for more than 30 days and not delivered Number
  16. Name of the office manager or order coordinator Short text
  17. Overall management of customer orders Rating
    • Orders accurate, vendors chased and customers kept informed 5 pts
    • Orders accurate but follow-up waits for the customer to call 3 pts
    • Order errors reached vendors or customers 1 pt
  18. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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