Sell vehicle parts online

Business Sectors (Suites): Vehicle Parts Operations
Developed by: IMI
Approved on: 30 Mar 2023


This standard is about the promotion and sales of vehicle parts using a company website. It includes handling orders and payments made online and being aware of promotions that may be advertised on the website.

For this standard parts may be new, refurbished or recycled.

Performance criteria

You must be able to:

P1 access and process the orders placed by customers via the website 
P2 check that the part being ordered is in stock and can be dispatched 
P3 follow company procedures to order any non-stock vehicle part/s if required 
P4 arrange a date, time and location for the delivery and fitting of the vehicle part that is suitable for both the customer and your organisation 
P5 communicate effectively with the customer to answer any queries regarding the products shown online 
P6 arrange a suitable time and date for the customer to collect the ordered vehicle part from the workplace if requested 
P7 effectively process non-cash payments made online ensuring that the customer has paid the correct amount and the transaction has gone through 
P8 accurately process a refund when necessary 
P9 report any problems with the website or electronic ordering facility to an appropriate person 
P10 navigate your way around the website to support customers when required 
P11 keep track of customer orders and inform relevant people if there are any delays 
P12 ensure your parts issue documentation and records are accurate, complete and passed promptly to the relevant person(s) 

Knowledge and Understanding

You need to know and understand:

*Legislative and organisational requirements and procedures *
K1 the current legislation, regulatory requirements and codes of practice for selling products online 
K2 how you will be alerted to new orders placed via the website 
K3 how to use the online ordering system effectively to process orders 
K4 how to use the stock control system within the workplace and how the information is linked to the customer facing website 
K5 the company systems and procedures for the ordering of non-stock parts 
K6 the potential difficulties customers may face when ordering online 
K7 the timescales and process for ordering non-stock parts 
K8 the company invoicing procedure to ensure that full payment has been made with records kept 
K9 the detail of any promotions, special offers or discount codes applied to the products sold online 
K10 the layout of the website and how to navigate round it to find information and support customers 
K11 how to accurately provide a refund when required 
K12 how to handle customer complaints 
K13 the importance of keeping customers informed of the progress of their order 
K14 the company procedure for reporting any issues arising with the online sales website 
K15 how to accurately complete documentation and records 
K16 the legal rights and obligations of retailers and customers


Scope Performance

Scope Knowledge





This section contains examples and explanations of some of the terms used but does not form part of the standard.

Non-cash payments
Can include credit transfers, account payments, credit and debit card payments and phone/app payments

Non-stock parts
Items normally stocked but currently out of stock, special orders and brokered parts

*Processing payment transactions *
Includes the processing of inter-department balance transfers

Links To Other NOS

External Links

Version Number


Indicative Review Date

30 Mar 2026





Originating Organisation


Original URN


Relevant Occupations

Vehicle Parts Operative, Vehicle Parts Assistant, Vehicle Parts Advisor

SOC Code



Vehicle; parts; sell; online; website;