Designer Support & Customer Care Guidelines
At KraftMaid Cabinetry, we’re committed to providing you with the very best service from start to finish. We’re always here to help.
Ordering Process
EDI (Electronic Data Interchange):
• EDI orders are placed from the store in 20/20.
• Once the designer enters the order into 20/20, it is then sent to Genesis, which creates the appropriate Purchase
Order number.
• The PO is sent to Lowe’s Corporate. After Lowe’s Corporate processes the PO, it is then sent to KraftMaid
Customer Care
to be processed.
Faxed Orders:
• XP Orders
– These are regular orders that are placed at the store level. An XP order form is completed and faxed
to the appropriate number. It can be for store or home delivery; if home delivery, the fee must be included. Pricing,
cost and managers signature must be included on all XPs.
• RP Orders
– RP orders can be placed by the designer or your KraftMaid Cabinetry Representative. These are no
charge orders that result from replacement items. This is for small items only that ship to the store, no truck
shipments.
Order Confirmation:
Once an order has been entered by KraftMaid, the designer will receive a fax confirmation that the order was accepted,
generally within 48 hours.
Monitoring Your Order:
• Open Order Reports are faxed twice a week to all stores (Tuesday and Friday evenings) detailing all open orders
for that account, regardless of whether they are in production or not.
• You can check the status of an order at any time by logging into
and going to the
Order Tracking Tab.
Your 24/7 access to order tracking, promotional updates, design
ideas, trends, 2020 info, training and more!
Click and discover
Login Information: _______________________________________
Care and Contact
Contacting Customer Care:
Phone – (888) 562-3413
Fax – (888) 562-6493
Hours of Operation:
Monday through Friday – 8 a.m. to 8 p.m. EST
Saturday – 8 a.m. to 5 p.m. EST
Sunday – Closed
Contact Customer Care With Questions or Concerns
Associated With:
• Product availability
• Warranty claims
• Order status – Open Order Report issues
• Purchase order numbers
• Technical issues
• Return Authorizations (RAs)
Reasons to Contact Your KraftMaid Field Representative:
• Showroom needs
• Literature needs
• Service issue resolution
• Warranty claims (should come to Customer Care
initially)
• Design questions
• Any questions or issues not resolved when
contacting Customer Care
• Promos
February 2016
