FAQs for the Climate Friendly Households Programme FOR WSS

Q1: How does the process for handling Climate Friendly Households Programme requests work?

Step  1: Customer will fill out the CFHP online form

Step 2 : WSS staff will retrieve the customer's information from web hand raiser form

Step 3: A WSS will call the customer to verify their eligibility for the Climate Friendly Households Programme.

Step 4: WSS Staff will collect the necessary information from the customer.

Q2: What information will be collected from the customer?

Product Details: The customer will need to provide details about the product they intend to purchase to check if the item is eligible for the Climate Friendly Households Programme.

Climate Voucher Amount: The customer will be asked how much of their Climate Voucher they wish to redeem.

Delivery Address: The complete delivery address must be provided. Note that the delivery address and Climate Voucher record must match for validation and redemption purposes.

Payment Method: The customer to specify the mode of payment for the balance amount after voucher redemption. (Note that payment options for retail will differ from online, with IPP available for up to 12 months.)

Preferred Retail Store: The customer should indicate their preferred retail store for CFHP redemption & balance payment.

Additional Information: Any other relevant details such as delivery timing, disposal arrangements, extended warranty, etc.

Q3: What details will be included in the sales order?

The sales order will include:

• Payment store details
• Climate Voucher amount
• E-coupon discount
• Balance payment information

Q4: What should I ensure for validation and redemption purposes?

The delivery address provided must match the Climate Voucher record.

Q5: What payment options are available?

Payment options for retail and online purchases will differ. Example IPP (Instalment Payment Plan) is available for up to 12 months only.

Q6: Can I choose a preferred retail store for voucher redemption?

Yes, customers can specify their preferred retail store for redeeming the voucher and making the balance payment.

Q7: What happens after the customer confirms the information during the call?

Once the customer has confirmed all the information during the call:

Payment and Delivery Arrangements:

1. Sales Order Holding: The sales order and stock will be held for up to 5 days while awaiting payment.
2. Delivery Scheduling: Delivery will be scheduled after payment being made at any Best Denki retail outlet.
3. Non-Payment Follow-Up: If payment is not made within 5 days, WSS will contact the customer to discuss potential extension options for payment.
4. Finalizing Delivery: Delivery arrangements will be finalized only upon receipt of payment, subject to slot availability.

Q8: How the customer will receive the sales order?

WSS staff will generate the sales order and send a soft copy via email to the customer for reference.

Q9: How will the retail store be informed of upcoming customer  payment?

WSS staff will notify the customer’s preferred retail store via email. This notification will include:

• The upcoming RA payment details
• The SOC number
• Payment date
• Payment methods
• The amount due for each identified payment method, including Climate Voucher and balance payment

Q10: What are the procedures for paying at the store with a Climate Voucher?

The standard RA/balance payment procedures will remain the same when paying at the store with Climate Voucher redemption.

Q11: What happens after customer make a payment at the retail store?

1. Sales Order Update: Following payment, the retail store will update the sales order remarks, including the transaction number and other payment details.
2. Inform to WSS Team: The retail store will notify the WSS team via email or WhatsApp upon receipt of the customer payment.

Q12: What will the WSS team do after being notified of my payment?

 Upon receiving notification of your payment, the WSS team will promptly contact you to arrange delivery.