Invoice generation: Once we receive your order, we place it in our Quickbooks Enterprise financial system. We update the job in our system as we work the order, create a packing list once the order is complete, and generate an invoice after a quality control review of the finished product.
Discrepancies: Many times the invoice for our services rendered will not exactly match what the Reseller ordered. This is because the final number of finished products are impacted by how much of a media item can actually be converted. We only invoice for what we actually convert or for the services performed by us on your behalf. If you send in 2,000 feet of film, we may only be able to transfer 1,500 feet; or out of the 50 video tapes to be transferred, only 30 of them can be captured and converted. Or, you may have estimated that you sent us 550 35mm slides, but actually you sent us 600 35mm slides.
Communications: We do not contact you ahead of invoicing if the number of items converted is less than what was ordered. If the amount or number of items to be converted IS higher by more than 10% than the number ordered by the Reseller, we will contact the Reseller first to review the order before working it.
Fixing our mistakes on an invoice: We are not perfect. If we overcharge, if we leave off an item, if we forget to apply the resellers' 40% discount, if we did not apply the special discount for a special customer, etc.......we will correct our invoice as soon as you bring it to our attention. We are usually correct in our invoices, but not 100% of the time.
Online orders: As mentioned in another article, we accept your own company's paperwork for placing orders, or our triplicate order forms, or a PDF printed from our website, or an online order placed from this website. The online order system is for ordering. It is currently not connected to our Quickbooks system, so the final invoice from Cintrex may not match what you ordered online. However, we do regularly update the online order status, expected ship dates, when the order is shipped, and the order's billing status, whether it has been paid or not.
Professionalism: We are happy to work with you our Reseller. We depend upon you for the bulk of our business. Per our terms of service, we are expected to deliver a quality product in a timely manner at a competitive wholesale price. We strive to do that. If disagreements rise up over our invoice to you, we will act professional because we value your business. We strive to think long term, and will accommodate you as best we can.
Your Satisfaction & Refunds: If your customer is not satisfied with our final service product, or if you are not satisfied, we will strive to correct the situation to the best of our ability. If we cannot satisfy expectations, we will issue a refund. As an example of how we operate, in 2010 a Reseller sent in 4,000 35mm slides and expected our Digital Ice feature to be used to remove dust particles on the 35mm slides. This was an order valued at over a $1,000 wholesale value. We completed the order, returned the finished files to the Reseller, and Reseller was not satisfied. We had not turned on the Digital Ice feature during the image scanning, and the slides' images were noticeably not good enough. We offered to redo the slides, or give a full refund. The Reseller wanted the refund, and we gladly issued it. That Reseller is still with us today. Your satisfaction is very important to us.
If there is something that you need, please let us know by writing us at firstname.lastname@example.org or calling us on 800-325-9541.
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