Welcome to Cutr! We are very excited to have you onboard. This guide will explain how we handle orders through the platform, what you can expect from us, and what we expect from you.
Order dispatch
When a customer requests a quote on the Cutr platform, we prepare a quote taking into account the estimated labor and material costs from our production partner network. Once this quote is accepted by the customer, we will offer this job to those Makers that have the right capabilities to manufacture the order.
We will send you an email with the order details and relevant files so that you can define whether you are able to produce this order. We expect to hear back from you within 48 business hours.
Check your spam and approve our emails as 'not spam' to avoid our emails ending up in your spam folder
Order accept
Once confirmed, we will dispatch this order to you on the Cutr platform, and you will be able to see it in your Workspace. Make sure you add an invoice reference as soon as possible via Billing > Set invoice reference. At this point, we will also generate the first invoice on your behalf for 70% of the order value.
Order decline
If you are unable to produce this order, we would love to know the reason why:
No capacity
Unfit tooling (e.g. blades)
Unfit machine
Other
This feedback can be shared via ‘Quotes > Not sure’
Preparing for Production
Before you start working on your order, we request that you thoroughly read this Pre-production Checklist in order to ensure you have all the information you need to start.
Take a look at your Workspace, here you will be able to:
See all the orders dispatched to you
Search orders by text
See thumbnails of your orders
Filter your orders by order status
Set Material Delivery dates and Order Ready dates
There are a few fields relevant to each order. You will be able to modify the Material Delivery, Planned Completion and Scheduled Delivery
Both of these fields are also visible to the end customer. This way we can easily keep them informed about when they can expect their order to be ready.
These fields are adjustable in your workspace and within the relevant order under Delivery tab
Material delivery date
What it is: the day you expect the materials for that order to be delivered
When should you fill it in: as soon as you have done your planning and know when the materials will be arriving -- this should be within the first three days of the order being dispatched to you
When should you modify it: only if there is a delay in material delivery. You should update this as soon as you know the new date when materials can be expected
Order ready date
What it is: the day you plan on having the order ready for pickup or for delivery (this means the order will be ready first thing in the morning)
When should you fill it in: as soon as you have done your planning and know when you will complete the work for this order -- this should be within the first three days of the order being dispatched to you
When should you modify it: only if you expect to be delayed in this order. You should update as soon as you know this will be delayed
Delivery schedule date
What it is: The day and time you expect the delivery to take place.
When should you fill it in: as soon as you have done your planning and know when you will complete the work for this order -- this should be within the first three days of the order being dispatched to you
When should you modify it: only if you expect to be delayed in this order. You should update as soon as you know this will be delayed
Other things to note:
The customer will receive a notification when these dates are added or modified.
You will be asked to leave a note in the system whenever you wish to modify these dates after initially setting them. Please be as clear as possible on the reasons for modifying them so the customer can understand what is happening with their order.
It is important for these dates to be filled in and up to date so that we can provide the customers more visibility into their order and allow for tighter management of the entire process.
Design Freeze
3 working days before Material Delivery date customers are not allowed to change their designs any further. We will make sure customers are aware of this by sending them a proactive reminder with the date.
Confirmation of Delivery of Materials
On the day after the expected delivery of the materials, we will send you an email to confirm whether everything arrived in good condition. Please let us know as soon as possible if there were any delays.
Deadline approaching
5 days before the Order Ready date, we will send you an email to confirm everything is still on track to be delivered. At this point, we request that you carefully read our Order Ready guide to make sure everything is complete and ready to go on that date. This guide contains all the necessary information and steps to follow when you’ve completed Production.
Fulfilment (delivery or pickup)
As mentioned in the Order Ready guide, you will need to print out and complete the Worksheet and Packing slip for your order. Once your order is ready, you can notify us by changing the status in the system. This will notify our client that their order is ready to be picked up or on the way to be delivered.
Once the order has been handed over to the client, you can also update the status of the order to Delivered. We will then confirm with the client that they have received everything in good order. The customer has 10 days to review their order. At this point, we will generate the final invoice on your behalf and the payment for the remaining 30% of the order value.
Do you have any questions or comments? Please email us at support@cutr.ai