Checklist template

Special order and delivery management for home improvement stores

A ready-to-use checklist with 104 items in 6 sections, covering Order entry, Vendor follow-up, Staging, Delivery scheduling, Installation coordination, Customer updates. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 104 Items
  • 86 Yes / No checks
  • 6 Scored ratings
  • 116 Points

Use this template How audits work

1. Order entry 18 items

  1. Each special order is written in the system with the vendor's item number, color or finish, size and quantity Yes / No 1 pt
  2. Door orders state the handing (left or right swing), the jamb width and the bore Yes / No 1 pt
  3. Measurements for blinds, countertops and windows are recorded on the order with the name of the person who measured Yes / No 1 pt
  4. The vendor's quote or configuration number is attached to the order Yes / No 1 pt
  5. The customer signs the order summary showing the specifications before the order goes to the vendor Yes / No 1 pt
  6. Custom-made orders are checked by a second employee before they are sent Yes / No 1 pt
  7. The deposit or payment required by company policy is taken before the order is placed Yes / No 1 pt
  8. The customer initials the cancellation, return and restocking terms Yes / No 1 pt
  9. The expected arrival date given to the customer comes from the vendor's current lead time and is written on the order Yes / No 1 pt
  10. The order records two phone numbers and whether the customer prefers a call, text or email Yes / No 1 pt
  11. Pickup or delivery is chosen at order entry, and any delivery fee is on the order Yes / No 1 pt
  12. Orders sold with installation are flagged so that the installation desk sees them Yes / No 1 pt
  13. The purchase order is sent to the vendor on the day of the sale Yes / No 1 pt
  14. Each department that sells special orders has an employee trained on order entry on every shift Yes / No 1 pt
  15. 5 open special orders sampled had every specification, signature and date completed Yes / No 1 pt
  16. Orders of the 5 sampled with missing information Number
  17. Open special orders at the time of the visit Number
  18. Accuracy of special order entry Rating
    • Complete and signed on every order sampled 5 pts
    • Minor gaps 3 pts
    • Specifications or signatures missing 1 pt

2. Vendor follow-up 16 items

  1. The vendor's acknowledgment is received within the days set by company policy Yes / No 1 pt
  2. The acknowledgment is compared with the purchase order for price, specifications and ship date Yes / No 1 pt
  3. Differences on an acknowledgment are corrected with the vendor before production starts Yes / No 1 pt
  4. The open purchase order report is reviewed each week by a named employee Yes / No 1 pt
  5. Purchase orders past their promised ship date are chased, with the vendor's answer noted on the order Yes / No 1 pt
  6. Purchase orders past their promised ship date Number
  7. Revised dates for back-ordered items are recorded on the order Yes / No 1 pt
  8. Carrier tracking numbers are recorded on the purchase order when the vendor ships Yes / No 1 pt
  9. Special orders are opened and checked against the purchase order at receiving for model, finish and damage Yes / No 1 pt
  10. Claims for concealed damage are filed within the vendor's deadline Yes / No 1 pt
  11. A wrong or damaged item is reordered on the day it is found Yes / No 1 pt
  12. A vendor contact list with an escalation name is kept at the special order desk Yes / No 1 pt
  13. A canceled order is confirmed in writing by the vendor before the customer is refunded Yes / No 1 pt
  14. Orders refused or abandoned by customers are returned to the vendor or marked down within the period set by company policy Yes / No 1 pt
  15. Age of the oldest open purchase order (days) Number
  16. Follow-up of vendors on open orders Rating
    • Every open order tracked and current 5 pts
    • Tracked but some overdue with no notes 3 pts
    • No regular review 1 pt

3. Staging 17 items

  1. Each received special order is tagged with the customer name, order number, received date and piece count Yes / No 1 pt
  2. The order status is changed to received on the day of receipt Yes / No 1 pt
  3. Special orders are held in a designated area, and the bay or shelf is recorded on the order Yes / No 1 pt
  4. 3 received orders chosen from the system were located within 5 minutes Yes / No 1 pt
  5. The pieces of a multi-piece order are kept together Yes / No 1 pt
  6. An incomplete order is released in part only when the customer has agreed to it Yes / No 1 pt
  7. Doors, windows and vanity tops are stored upright or as the vendor's label instructs, with nothing stacked on them Yes / No 1 pt
  8. Appliances are stored upright in their original packaging Yes / No 1 pt
  9. Small high-value orders (faucets, door hardware, power tools) are held in a locked cage Yes / No 1 pt
  10. The holding area contains no general overstock Yes / No 1 pt
  11. The holding area is checked weekly against the report of received, uncollected orders Yes / No 1 pt
  12. Orders held more than 30 days at the time of the visit Number
  13. Orders held longer than the period set by company policy are handled under the abandoned-order procedure Yes / No 1 pt
  14. At pickup the order number and the customer's identity are verified Yes / No 1 pt
  15. The customer inspects the product at pickup and signs for it Yes / No 1 pt
  16. Orders going out for delivery are pulled and grouped by route the day before Yes / No 1 pt
  17. Staging of received special orders Rating
    • Tagged, located and protected 5 pts
    • Some untagged or hard to find 3 pts
    • Orders lost or damaged in holding 1 pt

4. Delivery scheduling 19 items

  1. Each delivery is booked with the customer for a date and a time window, confirmed in writing Yes / No 1 pt
  2. The number of deliveries booked per truck per day stays within the limit set by the delivery plan Yes / No 1 pt
  3. Routes are built before the cut-off time on the day before delivery Yes / No 1 pt
  4. Customers are called or texted the day before with their time window Yes / No 1 pt
  5. The driver calls the customer about 30 minutes before arrival Yes / No 1 pt
  6. The delivery ticket notes stairs, access, parking and the room where the product goes Yes / No 1 pt
  7. The service level sold (curbside, threshold or room of choice) is printed on the delivery ticket Yes / No 1 pt
  8. The delivery ticket lists every item and the piece count Yes / No 1 pt
  9. The driver inspects each item for damage before loading Yes / No 1 pt
  10. Appliances, doors and cabinets are blanket-wrapped or strapped in the truck Yes / No 1 pt
  11. The customer inspects the product on delivery, and any damage is written on the ticket Yes / No 1 pt
  12. Proof of delivery is a signature and a photo of the product in place Yes / No 1 pt
  13. Haul-away of an old appliance is recorded on the ticket Yes / No 1 pt
  14. Loads given to an outside carrier are signed for on a manifest Yes / No 1 pt
  15. A delivery missed because the customer was absent is rebooked within the days set by company policy Yes / No 1 pt
  16. Delivery damage claims are logged with their cause Yes / No 1 pt
  17. Home deliveries completed on the last full business day Number
  18. Home deliveries late or failed on the last full business day Number
  19. Delivery scheduling and execution Rating
    • On time, confirmed and documented 5 pts
    • Mostly on time with gaps in confirmation 3 pts
    • Frequent missed windows 1 pt

5. Installation coordination 18 items

  1. The measure appointment for an installed sale is booked within the days set by company policy Yes / No 1 pt
  2. A current certificate of insurance is on file for each installer Yes / No 1 pt
  3. A copy of each installer's trade license is on file where local regulation requires one Yes / No 1 pt
  4. Installation is scheduled only after all the product has been received and inspected Yes / No 1 pt
  5. The installer receives a work order with the scope, the product list and the site contact Yes / No 1 pt
  6. The customer is given the installer's name and arrival window Yes / No 1 pt
  7. Who obtains the permit is written on the work order where local regulation requires a permit Yes / No 1 pt
  8. Extra work is written up as a change order, priced and signed by the customer before it is done Yes / No 1 pt
  9. The installer signs for the product, with the piece count, when collecting it from the store Yes / No 1 pt
  10. The customer signs a completion certificate at the end of the job Yes / No 1 pt
  11. Photos of the finished job are attached to the order Yes / No 1 pt
  12. The installer is paid only after the completion certificate is signed Yes / No 1 pt
  13. Open installations are reviewed weekly by a named employee Yes / No 1 pt
  14. Installations open at the time of the visit Number
  15. Installations past their scheduled date Number
  16. Callbacks and service issues are logged with an owner and a target date Yes / No 1 pt
  17. Unused product from an installation is returned to the store and credited to the customer Yes / No 1 pt
  18. Coordination of installations Rating
    • Scheduled, documented and closed out 5 pts
    • Completed but paperwork incomplete 3 pts
    • Jobs overdue or not tracked 1 pt

6. Customer updates 16 items

  1. The customer is notified on the day the order arrives Yes / No 1 pt
  2. Each notification attempt is logged with the date, the method and the employee Yes / No 1 pt
  3. When a vendor changes a ship date, the customer is told within one business day Yes / No 1 pt
  4. Second and third pickup reminders are made on the schedule set by company policy Yes / No 1 pt
  5. An employee at the service desk found a test order by customer name or phone number and gave its status Yes / No 1 pt
  6. Messages left by customers about their orders are returned the same business day Yes / No 1 pt
  7. 5 open orders sampled each show a customer contact note in the last 14 days Yes / No 1 pt
  8. Orders of the 5 sampled with no contact note in the last 14 days Number
  9. Complaints about special orders and deliveries are logged with their resolution Yes / No 1 pt
  10. Cancellations and refunds are processed within the time set by company policy Yes / No 1 pt
  11. Concessions granted for delays are approved as company policy requires and recorded on the order Yes / No 1 pt
  12. A satisfaction call is made within the days set by company policy after an installation Yes / No 1 pt
  13. Customer survey results on special orders and delivery are reviewed monthly with the team Yes / No 1 pt
  14. Name of the manager responsible for special orders and delivery Short text
  15. Overall management of special orders and delivery Rating
    • Strong 5 pts
    • Acceptable 3 pts
    • Weak 1 pt
  16. Corrective actions required Comments

About this template

This checklist is part of the Bindy 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 Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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