2016 Service Levels, Policies and Procedures

Transcription

1 Rakuten Super Logistics CUSTOMER MANUAL 2016 Service Levels, Policies and Procedures SOUTHWEST FULFILLMENT CENTERS Las Vegas Fulfillment Center 880 Wigwam Pkwy #120 Henderson, NV Las Vegas Fulfillment Center 7390 Eastgate Road, Suite 130 Henderson, NV NORTHWEST FULFILLMENT CENTER Reno Fulfillment Center 974 United Circle Sparks, NV SOUTHCENTRAL FULFILLMENT CENTER Austin Fulfillment Center 1001 Howard Lane, Suite B Austin, TX SOUTHEAST FULFILLMENT CENTER Atlanta Fulfillment Center 1500 Distribution Center Ct #400 Lithia Springs, GA NORTHEAST FULFILLMENT CENTERS NY Fulfillment Center (Constitution) 2251 Constitution Ave Olean, NY NY Fulfillment Center (Homer) 250 Homer Street Olean, NY Scranton Fulfillment Center 320 Stewart Road Hanover Township, PA 18706

2 TABLE OF CONTENTS 1. SERVICE LEVELS Overview Service Levels Summary The RSL Service Guarantee INVENTORY Sending Inventory to RSL Inbound Freight Shipments to RSL Outbound Freight Shipments from RSL Inventory Accuracy and Discrepancies Physical Counts Returns Processing Inventory Damage Hazardous Materials ORDERS Processing Cut Off Times Third Party Shipments Freight Order Charges Cancelling Orders Carrier Delays Claims EEI Orders SHIPPING METHODS / ORDER PROCESSING DELAYS SHIPPING IN THE 2-DAY DELIVERY NETWORK CONTACTING CUSTOMER SUPPORT TECHNOLOGY INVOICING MISCELLANEOUS CHARGES QUICK REFERENCE SHEET Page 2

3 1. SERVICE LEVELS 1.1. OVERVIEW Rakuten Super Logistics, Formerly Webgistix (RSL) delivers fast and accurate order fulfillment services, useful Internet technology, and personalized customer service to help ecommerce Retailers eliminate fixed overhead, increase the speed and accuracy of global order fulfillment, and retain control and visibility over fulfillment operations. RSL is committed to eliminating the headaches associated with order fulfillment by delivering the following results: Execute your fulfillment operations as efficiently as possible, with improved results over in-house fulfillment Ensure your online buyers are highly satisfied by delivering exactly what they ordered, quickly and accurately Provide the support and information you need to run your business easily and effectively Help you increase your sales and profits while growing your reputation in the marketplace In order to deliver fulfillment services and technology with maximum impact and, in the most efficient way possible, RSL has established service levels, policies and procedures that are designed to help ecommerce Retailers get the highest return on their fulfillment investment SERVICE LEVELS SUMMARY RSL = Speed + Accuracy + Reliability Speed, accuracy and reliability are the cornerstones of RSL s service. RSL is committed to shipping all orders with 100% accuracy within one business day. Orders received after 3:00pm (Fulfillment Center s time zone) on Friday are guaranteed to ship by end of day the following Monday. If the weekend consists of a Monday holiday, these orders are guaranteed to ship by Tuesday. In addition, RSL strives to provide the support and information needed to service online buyers, and run a business effectively for maximum profit, resulting in a competitive advantage when selling online. Page 3

4 RSL is committed to delivering the following service levels: 100% Order Turnaround by Next Business Day (Guaranteed) 100% Order Accuracy (Guaranteed) Returns will be entered within two business days First-time shipments and new inventory are expected to be received into SmartFill and ready to fulfill orders within 4 business days* Existing inventory is expected to be received within two business days* In-House Transfers completed by Next Business Day Responsive Customer Support o Initial inquiry response within three hours (during business hours) or noon the following business day (outside of business hours) o All support inquiries are typically resolved within three business days (see details in Section 6) *Receiving times are dependent upon: Advance Shipment Notice (ASN) submitted a minimum of 5 business days prior to the arrival of the product A dock appointment being arranged prior to delivery. The dock appointment needs to be arranged for a container or truckload a minimum of 3 business days in advance and LTL (less than 10 pallets) at least 1 business day in advance Full containers of inventory must arrive on pallets (not side-loaded) Inventory arrives with a packing slip Inventory does not arrive in mixed boxes Inventory arrives correctly labeled. All products arrive with an affixed barcode. SKUs for new inventory are already in the SmartFill system including product weights and dimensions 1.3. THE RSL SERVICE GUARANTEE RSL Guarantees Outgoing Orders for Speed and Accuracy Subject to the terms and conditions below, RSL provides the following guarantees: 100% Order Turnaround by Next Business Day RSL guarantees all orders manually created in SmartFill or that flow automatically (in realtime via a tested integration with a RSL SmartFill integrated shopping cart or the RSL API) will ship by the next business day or a credit in an amount equal to the order handling cost will be issued. Page 4

5 Orders that are created via batch upload or in batches via the API are exempted from this guarantee. 100% ORDER ACCURACY RSL guarantees all orders will ship with 100% accuracy or a credit will be issued in an amount equal to the order handling costs on the original order, as long as the error is reported within 90 days. RLS will also credit the handling and shipping cost (equivalent to the shipping method on the original order) for any necessary replacement order and arrange for the incorrectly shipped product to be returned to the originating facility. RSL does not cover charge-backs or provide credit for loss of sales. Accuracy means that the items listed on the printed packing slip match those in the outgoing order. In cases of an incorrect shipment (mixed packing slip, incorrect number of items shipped, or inaccurate item shipped), RSL verifies the correct number of items in inventory, and also uses the weight of the outgoing package to determine if the order was shipped incorrectly. Exceptions to the RSL Guarantee UNCONTROLLABLE CONDITIONS Though RSL has put measures in place such as cloud infrastructure with multiple failover nodes and internet failover redundancy at our distribution centers to mitigate outages, some outages are beyond our control including cyber-attacks, power outages and internet outages. RSL cannot be held liable for any delays or charges due to these circumstances. CHANGED ORDERS Customers have the ability to change orders after the order is sent to RSL. If the order is changed after it is received by RSL, the order is not guaranteed for speed or accuracy. This is due to the need to reprocess the order to verify the new order is accurate. Orders with Low Inventory Items If any item on the order has less than 10 items listed in inventory at the time the order is received by RSL, the order is not guaranteed for speed or accuracy. HELD ORDERS Orders that are put on hold (hold status) for any reason are not guaranteed for speed or accuracy. Page 5

6 Orders can be placed on hold for a variety of reasons. These reasons include but are not limited to: o Inventory Discrepancy (the number of items that shows in inventory does not match the number of items in the fulfillment center) o Missing or Invalid Address (the address on the order is missing or not accepted as a valid address by DHL, UPS, FedEx, or USPS) o Missing or invalid shipping method (there is no shipping method on the order or the shipping method is not supported by RSL or the shipping method is not supported by carrier for location) o Missing or invalid third-party billing details (the third party billing details are missing or not recognized by UPS or FedEx) o Freight Order (freight orders must have a Bill of Lading and a scheduled dock time before they can be shipped) o Customer Request (the customer has requested that the order be placed on hold) Bulk Orders Bulk orders are orders shipped in large quantities. Examples include large orders shipped to traditional retailers, trade shows or orders by corporate buyers that contain a quantity of items ten times or more the average order size. While RSL regularly handles bulk orders, these orders fall outside the normal ecommerce designed processing systems. These orders generally require additional equipment, time, and materials versus a typical ecommerce order shipped to an end user consumer Warehouse Transfers Warehouse transfers are orders that are moving inventory from one RSL warehouse to another. These orders generally require additional equipment, time, and materials versus a typical ecommerce order shipped to an end-user consumer. Page 6

7 Cross Dock Cross Dock orders are orders where inventory is dropped off at RSL and this is picked up again without being put on the shelf. These orders generally require additional equipment, time, and materials versus a typical ecommerce order shipped to an end user consumer. Backorders Backorders are orders that will not ship due to one or more item on the order having insufficient inventory to fill the order. Orders can be placed on hold automatically if the number of items requested by the customer is greater than the number of items in inventory. Orders can also be placed on backorder manually by RSL if an inventory discrepancy is found while processing the order. Incorrect Weight or Dimension The customer is responsible for providing RSL with accurate weight and dimensions for all products inventoried at RSL. Packaging will be based off the information provided. RSL cannot be held liable if the provided information is inaccurate. Volume Spikes RSL is known for managing rapid volume growth for customers. Significant volume spikes can require additional staffing and training and for that reason, in order for customers to retain current SLAs (Service Level Agreement), advance notice or accurate forecasting to their Customer Support Representative is required. Please contact Customer Service with five days notice in writing, with the details of the increased volume and dates. RSL will respond in writing on whether the SLA can be met. No volume spike is guaranteed, unless RSL has responded in writing. Volume spikes are defined as orders received in any given month exceeding the running 3-month average of orders by the more than 1,000 units or 10%, whichever is greater. Under no circumstances will RSL guarantee SLA s for companies with volume spikes for daily deal sales, daily sales sites where the volume spike is specific for one or several days. QUALIFICATIONS In order to be eligible for a credit Customer must report a failure of Order Turnaround or Order Accuracy by ing Customer Support within thirty (30) days of the event. The e- mail should read Request to Billing in the subject line, include a short explanation of the credit due and the corresponding order number. Page 7

8 PAST-DUE ACCOUNTS If Customer has a past-due balance on the account, review of any credit requests will be delayed until the past-due amount is resolved. Finality of Decisions Awards or denials of credits under this SLA will be made at the sole discretion of RSL. The issuance of credits will be the exclusive remedy for Customer for any failure of Order Turnaround or Order Accuracy guarantees. Credit Limit Under no circumstances will a credit be greater than the Customer s monthly recurring bill. Customer Negligence Any issue caused by Customer negligence is not covered by this SLA. 2. INVENTORY 2.1. SENDING INVENTORY TO RSL RSL receives inventory from all major modes of transportation, including land, sea and air, and from all major transportation carriers. To expedite timely inventory processing and to avoid additional processing fees, there are four important steps. 1. ASN - RSL must be notified through an Advance Shipment Notice (ASN) submitted in SmartFill at least 5 business days before the arrival of inventory. 2. Packing Slip - The shipment must arrive with a packing slip. Page 8

9 3. Verify Shipment Packaging - The shipment must not include mixed SKUs in boxes and include barcode labels. a. Mixed SKUs i. Shipments containing boxes with mixed SKUs are also subject to additional receiving costs on a per item basis. ii. Should the customer s manufacturer insist on mixing SKUs, the Customer should contact Customer Support for instructions on maximizing box space in shipments without mixing SKUs. b. Missing Barcode Labels i. Items must be barcoded. Items received without barcodes may be delayed and no longer meet receiving SLA's. ii. Should the customer wish to create specific barcode labels, then contact Customer Support for instruction on creating and printing barcode labels. RSL can also provide this service if needed (see service agreement for details). 4. Schedule Dock Appointment (if applicable) Please note that an ASN, dock appointment*, and packing slips (included with shipment) are required. Available dock appointments for floor loaded containers are 8 or 9am, or 1 or 2pm local time. RSL will not cover payment for unloading over 2 hours if not during these allotted times. Those shipments that arrive unannounced may need to be turned away and the customer will be billed for the redelivery charges. There is an hourly rate of $50.00 for the unloading of any unscheduled shipments or non-palletized containers. * A container or truckload requires a dock appointment be made minimum of 3 business days in advance and LTL shipments (less than 10 pallets) at least 1 business day in advance. To automate this process, and insure all the required information is provided, submit an ASN by using the online form available in SmartFill. If there are any new SKUs included in an incoming shipment (new SKUs are SKUs that have never previously been entered into SmartFill ), be sure to upload them in the SmartFill fulfillment account. Page 9

10 Completing the ASN in its entirety (and including the estimated arrival date in the comments section of the form), will automatically reserve a receiving appointment for inventory arrival and ensure the timely and accurate processing of inventory. The following will slow down inventory processing: ASN not created at least 5 business days prior to inventory arriving at a RSL Fulfillment Center. Items received without barcodes. Packing slip not included with inventory when it arrives. Any shipments containing boxes with mixed SKUs. Any shipments missing barcode labels or barcode labels that are not easily accessible. SKUs not in the system for new items in the shipment. Unscheduled freight shipments (no dock appointment made) Note: Keeping the RSL receiving area and docks running smoothly is a priority. If inbound freight shipments are delayed in receiving due to reasons outlined above, a $50.00 per day charge applies. CUSTOMER ACTIONS 1. Create an Advance Shipment Notice (ASN) within SmartFill 2. Packing Slips What Information is Necessary a. In order to quickly and smoothly receive inventory make sure the shipment includes a packing slip that matches exactly with the items on the incoming shipment. b. A packing slip consists of: i. Manufacturer, Vendor or Supplier name address and phone number. ii. Invoice number and date of shipment iii. Ship to address of RSL with the company name clearly marked as follows: Rakuten Super Logistics, Formerly Webgistix Attention: Receiving Dept. (Customer s Name) Street and City, State, Zip of Fulfillment Center (see page 1 for addresses) Page 10

11 iv. The following items are located on the packing slip: 1. Product SKU or Item Number 2. Product Description 3. Exact Quantity of the items in the shipment v. All product or SKUs need to match the Advance Shipment Notice that has been created in SmartFill. The ASN (what is expected to arrive) and Packing Slip (what the supplier actually shipped) are two very important documents to ensure that RSL can successfully assist in monitoring the customer s inventory. The RSL Receiving Team matches the ASN (Advance Shipment Notice) with the Packing Slip that arrives with the shipment to make sure all items are received correctly and that there are no discrepancies between these two forms and the physical count of the product. RSL is able to effectively notify the customer if there are any discrepancies so that the customer can contact the supplier to resolve the discrepancy. 3. Schedule a Dock Appointment a. If a shipment is arriving via freight, the freight provider must call or Customer Support to schedule a dock appointment. b. A dock appointment must be made according to the guidelines below: i. Container or Truckload: A minimum of 3 business days in advance of delivery. ii. LTL Shipment (less than 10 pallets): A minimum of 1 business day in advance of delivery. iii. Available dock appointments for floor loaded containers are 8 or 9am, or 1 or 2pm local time. RSL will not cover payment for unloading over 2 hours if not during these allotted times INBOUND FREIGHT SHIPMENTS TO RSL The following steps will ensure the inbound freight shipment is received on a timely basis: Call RSL directly at or Customer Support to arrange a dock appointment. Dock appointments are required for inbound shipments, as outline above. o The customer will be billed for redelivery charges for shipments that arrive unscheduled, because RSL may have to turn away the shipment. o The customer will be charged at an hourly rate of $50.00 per man hour for the unloading of any unscheduled shipments or floor loaded containers. Page 11

12 Shipments that are not loaded according to industry standard guidelines for safety and truck compatibility are subject to receiving fees of $25 per man hour for unloading. RSL will not be held liable for damages resulting from improper pallet structures. The RSL SmartFreight department can assist with both inbound and outbound shipments with RSL. The customer can also use the RSL UPS account number for shipping inventory to RSL. o When utilizing the SmartFreight department the customer is still responsible for following RSL s inbound shipment guidelines OUTBOUND FREIGHT SHIPMENTS FROM RSL An order is designated a freight order when it needs to be sent on pallets or it is too large to be processed through the standard RSL ecommerce process. The customer can place a freight order manually in the SmartFill or through a shopping cart. The shipping method on the order must be marked as FREIGHT. Call support at or send an to support@webgistix.com or support@rakutensl.com to alert Customer Support that a freight order has been placed. Please include the order number in the , or have it available to provide to the Customer Support representative over the phone. Once the Customer Support team has received the information needed, the customer will receive an estimated weight, dimensions, and number of pallets for the shipment. It can take up to 3 business days for RSL to assemble the information and for Customer Support team to provide this information. Customer requested alteration to a staged freight shipment will be billed at $35 per hour. Once the customer receives the weight and number of pallets then the customer is to contact the trucking company informing them of this information. The trucking company will need to call RSL directly at or Customer Support to arrange a dock appointment for pickup. o Please note that if a dock appointment is not made, RSL may have to turn away the freight company. o Once complete, the customer will need to send the Bill of Lading to RSL Customer Support. Once the above steps have been completed, the RSL Fulfillment Center will prepare the order for Freight Pick up. Page 12

13 RSL Customer Support notifies the Fulfillment Center of the Dock Appointment and the Freight order is picked up by the trucking company at the scheduled time. Liability of outbound freight orders, B2B orders and/or all orders requiring specific paperwork will be the credit of the fulfillment charges applied by RSL. Under no circumstances will RSL be held liable for any other charges, including those applied by another vendor's compliance requirements INVENTORY ACCURACY AND DISCREPANCIES RSL Guarantees Inventory Accuracy RSL does not anticipate inventory shrinkage for inventory held by RSL. Shrinkage is an uncorrectable negative difference between physical and booked inventory of stock. Subject to the terms and conditions below, RSL provides the following guarantee: 98% Inventory Accuracy RSL shall not be liable for any Customer losses as a result of inventory shrinkage, unless such shrinkage causes the inventory to fall below 98% Inventory Accuracy (as defined below). In such event, RSL will replace such percentage of inventory below this Inventory Accuracy, as determined by RSL in its sole discretion, and at a price equal to the replacement cost for the same or substantially similar inventory. Inventory Accuracy shall be defined as inventory overages minus inventory shortages, as measured by dollar value of the discrepancy and a percentage of total inventory value at cost over the period of one year and two inventories. Accountability shall begin as product is received, using the physical counts by RSL as a beginning inventory. Shortages will become payable only after two (2) consecutive inventory shortages. The net shortage or overage over the previous two (2) inventories shall be carried to the next inventory. Payment of the credit for the first shortage after two (2) consecutive shortages will be made thirty (30) days after reconciliation of the second shortage. EXCEPTIONS TO THE RSL GUARANTEE Inventory accuracy is affected by many factors. While RSL double counts and inspects all incoming boxes of inventory for accuracy against Customer supplied packing slips, each individual item is not inspected and counted. Receiving is performed at the highest unit of measure in which the SKU arrives at the fulfillment center. Accordingly, the RSL Inventory Accuracy guarantee is subject to the following exceptions: Page 13

14 Changed Orders The customer has the ability to change orders after the order is sent to RSL. If the order is changed after it is received by RSL, the related inventory is not guaranteed for Inventory Accuracy. This is due to the need to reprocess the order to verify the new inventory is accurate. Low Inventory Items RSL will only provide the Inventory Accuracy guarantee for each category/type of inventory stock that has at least 10 items listed in inventory at that time. Product Returns Returns of product shipped between Inventory Accuracy measurements dates (as described above) will not be counted for purposes of Inventory Accuracy. Shipment Errors Very often suppliers send mislabeled boxes, or the number of items on the packing slip is different than the actual number of items inside the box. This can lead to future inventory discrepancies. Accordingly, to the extent that the failure of Inventory Accuracy can be attributed to such shipment errors, such inventory will not be counted for purposes of the inventory accuracy calculation above. QUALIFICATIONS Past-due Accounts If Customer has a past-due balance on the account, review of any credit requests will be delayed until the past-due amount is resolved. Finality of Decisions Awards or denials of credits under this Inventory Accuracy guarantee will be made at the sole discretion of RSL. The issuance of credits will be the exclusive remedy for Customer for any failure of Inventory Accuracy guarantees. Page 14

15 Credit Limit Under no circumstances will a credit be greater than the Customer s monthly recurring bill. Customer Negligence Any issue caused by Customer negligence is not covered by this Inventory Accuracy guarantee PHYSICAL COUNTS RSL WILL PERFORM 1 PHYSICAL COUNT PER CALENDAR YEAR AT THE CUSTOMER S REQUEST. ANY ADDITIONAL COUNTS WILL BE BILLED AT $35 PER MAN HOUR. Physical counts need to be scheduled at least 1 week in advance. Due to high order volume, physical counts are not performed on Mondays or during the holiday season (November and December). To conduct a proper physical count, inventory movement cannot occur while the count is being conducted. Regular services will not be performed during this time. This means that integration(s) need to be turned off, manual orders cannot be placed, returns will not be processed and inventory will not be received in during this time RETURNS PROCESSING Returns are processed within 2 business days from the date received. Returns must be sent back to the fulfillment center from which they were originally shipped. If a return is not sent back to the originating fulfillment center, it will be processed as an inventory receipt. Please contact Customer Support with any work-order requests for returns requiring additional work. Additional required work will be billed accordingly. Page 15

16 2.7. INVENTORY DAMAGE Although Supplier maintains general commercial insurance relating to its own property, Customer s inventory stored or warehoused by Supplier is not insured against loss or damage. Any insurance coverage for Company s inventory shall be at the sole expense and responsibility of Customer. IT IS HIGHLY RECOMMENDED THAT CUSTOMERS PURCHASE BUSINESS PROPERTY INSURANCE FROM A REPUTABLE INSURANCE PROVIDER. RSL uses people, equipment, and technology in the fulfillment center environment. From time to time, inventory gets damaged as a result of human error. In cases where RSL gross negligence directly caused damage to inventory beyond the damage incurred under normal business operations, the customer will be notified and provided a credit equal to the original wholesale cost of goods of the inventory. The customer will be required to provide original purchase invoice from the manufacturer/supplier to obtain such a credit HAZARDOUS MATERIALS RSL does not ship hazardous materials. See Agreement, Exhibit D for further information on hazardous materials. 3. ORDERS 3.1. PROCESSING CUT OFF TIMES STANDARD PROCESSING Orders received on a business day will ship by the end of the next business day. For example, orders received on Monday will be shipped by end of day Tuesday. Weekend orders will ship by end of day Monday. These are any orders received after 3pm on Friday - Sunday. If a holiday falls on a Monday, weekend orders will ship by end of day Tuesday and Monday orders by end of day Wednesday. If a holiday falls on a Thursday, orders received after 3pm on Wednesday or Thursday will ship by Monday. If a holiday falls on a Friday, orders received Page 16

17 after 3pm on Thursday, Friday or Saturday will ship by Monday. Sunday and Monday orders will ship by Tuesday. (see section 1.2). Same Day Processing (not guaranteed) POINT OF NOTE: RSL CONTINUES TO SHIP ORDERS UP UNTIL CUT OFF TIMES REGARDLESS OF WHEN THEY ARE RECEIVED. RSL CURRENTLY SHIPS 90%+ OF ORDERS THE SAME DAY THEY ARE RECEIVED (WEEKDAYS). Guaranteed same day processing is available for an additional fee. Please contact Customer Support for more information. Expedited Shipments Air orders guaranteed by the carrier received by 3:00pm local time at the fulfillment center processing the order may ship the same day. This includes FedEx Overnight, FedEx 2nd Day, FedEx Express Saver, UPS Next Day Air, UPS 2nd Day Air, UPS 3 Day Select. Special request (rush) orders received by 3:00pm will ship the same day (additional charges may apply). Contact Customer Support by phone to request a rush order. Multi-Facility Processing Orders received after Atlanta, Austin, NY, and Scranton cutoff times can be routed to the Las Vegas or Reno facilities for customers that have inventory in Las Vegas and/or Reno. Requests to reroute an order need to be submitted to Customer Support via but in order to expedite the request using the phone is highly suggested THIRD PARTY SHIPMENTS Customers are responsible for entering the 3rd party billing information. If an order is received with invalid 3rd party account information, the order will be placed on hold until the customer corrects the 3rd party information and notifies customer support to release the order from hold for shipment. Page 17

18 3.3. FREIGHT ORDER CHARGES If a freight order is not picked up within 2 days of the order being assembled, a charge of $50.00 per day will be applied to the account for each day the order remains on the RSL loading dock. Outbound freight can be delayed if the shipment does not have a valid address or RSL account number CANCELLING ORDERS THERE IS NO CHARGE FOR CANCELING AN ORDER THAT HAS NOT YET BEEN PRINTED AND PROCESSED. HOWEVER, ONCE THE ORDER IS PRINTED AND PROCESSING BEGINS, THIS MEANS THE ORDER HAS BEEN PICKED, PACKED, AND QUALITY CONTROL CHECKED. THE PACKING MATERIAL CANNOT BE REUSED. IN THIS CASE THERE HAS BEEN AN EXPENDITURE OF LABOR AND MATERIALS. THERE IS A $3.00 PER ORDER FEE TO COVER THESE COSTS. IF THE ORDER IS FREIGHT, THE CUSTOMER IS RESPONSIBLE FOR THE $50 PER PALLET FEE. If the order is integrated, it is the customer s responsibility to make the appropriate changes to the order in the shopping cart so the order does not re-import into the RSL system for shipment CARRIER DELAYS As the fulfillment provider, RSL is responsible for the shipment of customers orders via the correct shipping method and carrier. RSL cannot be held liable for a shipment after it has been picked up by the carrier. It is the carrier s responsibility to update tracking, scan the packages at their processing center and deliver the order to the end consumer via the order shipping method. In the event that a carrier does not pick up from a RSL fulfillment center or has delays at their processing center, RSL cannot be held liable for any delays in transit CLAIMS IN THE EVENT OF A LOST OR DAMAGED ORDER, RSL WILL FILE THE CLAIM WITH UPS OR FEDEX IF THE CUSTOMER IS SHIPPING ON A RSL ACCOUNT. RSL DOES NOT FILE CLAIMS FOR DHL, SUREPOST OR USPS SHIPMENTS. TO BEGIN THE CLAIMS PROCESS, NOTIFY CUSTOMER SUPPORT AT SUPPORT@WEBGISTIX.COM OR SUPPORT@RAKUTENSL.COM. THE NOTIFICATION SHOULD INCLUDE IF THE ORDER WAS LOST (FULL OR PARTIAL) OR DAMAGED, AS WELL AS AN INVOICE SHOWING THE ORIGINAL WHOLESALE COST OF GOODS FOR THE ITEM(S) THAT WAS LOST OR DAMAGED. Page 18

19 IF THE CARRIER PAYS THE CLAIM, RSL WILL BE SENT A CHECK. A CREDIT WILL BE APPLIED ON THE NEXT MONTHLY SERVICE INVOICE FOR THE AMOUNT THE CARRIER PAID OUT TO RSL. IF THE CARRIER DENIES THE CLAIM, UNDER NO CIRCUMSTANCES WILL RSL BE LIABLE FOR MORE THAN $100 PER BOX EEI ORDERS Orders that are shipping internationally with a customs value of $2, or more require an authorization code from the US Government before the order can ship. Orders that require this may not ship within the RSL guarantee. If this information is needed, a Customer Support Representative may reach out for additional information such as the product s country of origin, TIN number, etc. Should an order require this information, a Customer Support Representative will reach out to determine how to proceed. 4. SHIPPING METHODS / ORDER PROCESSING DELAYS When an order is received without a valid shipping method, the order will be placed on hold. Customers are responsible for updating the order with a valid shipping method and releasing the order from hold for shipment. Invalid shipping methods are often caused when a customer makes a change to their shopping cart set-up without informing RSL. It is possible to add or delete a shipping method in a way that does not map into RSL SmartFill ; therefore, it is critical to notify Customer Support of any changes to shipping methods. RSL customers experiencing unexpected shipping method errors should contact Customer Support immediately. If a UPS or FedEx order is transmitted to RSL with a Post Office Box (P.O. Box) as the primary address that order will automatically be switched to the corresponding US Postal Service shipping method. UPS and FedEx do not ship to Post Office Boxes. To prevent delays, orders that are received with a specified shipping method incompatible with a product s actual weight and dimensional volume will automatically be packaged and shipped with the most similar, cost-effective method. Below is a table showing common shipping method changes made during order processing. Customers are responsible for sending RSL the correct shipping method, and will be responsible for all additional shipping charges. Page 19

20 Shipping Method Sent to RSL by Customer USPS Flat Rate Priority Mail USPS Small Flat Rate Box USPS First Class Mail UPS / FedEx Express Saver Overnight Changed To USPS Priority Regular Mail USPS Priority Mail Flat Rate Medium / Large USPS Priority Regular Mail UPS / FedEx Standard Overnight Reason for Change Exceeds maximum size for this service Exceeds maximum size for this service Exceeds maximum weight for First Class Mail Delivery zone issue. Certain zip codes do not offer express shipping options 5. SHIPPING IN THE 2-DAY DELIVERY NETWORK When shipping from 3 to 5 facilities in the RSL fulfillment center network, shipments will reach 98% of US ecommerce shoppers in 2 days and 26% in 1 day with ground shipping. Page 20

21 Contact Customer Support today to see how to take advantage of faster delivery times and lower shipping costs by shipping from New York, Las Vegas, Atlanta, Reno, Scranton and Austin. FedEx/UPS Ground Shipping from RSL to U.S. ecommerce Shoppers One-Location System From/To Avg. Shipping Time (days) Based on the U.S. Population Distribution LV 3.81 Reno 4.14 Scranton 2.87 Atlanta 2.58 NY 2.86 LV & Reno 3.72 LV & Scranton 2.19 LV & Atlanta 2.03 LV & NY 2.24 Two-Location System Reno & Scranton 2.22 Reno & Atlanta 2.03 Reno & NY 2.25 Scranton & Atlanta 2.34 Scranton & NY 2.70 Atlanta & NY 2.44 LV & Reno & Scranton 2.09 LV & Reno & Atlanta 1.94 LV & Reno & NY 2.15 Three-Location System LV & Scranton & Atlanta 1.79 LV & Scranton & NY 2.08 LV & Atlanta & NY 1.90 Reno & Scranton & Atlanta 1.80 Reno & Scranton & NY 2.09 Page 21

22 Reno & Atlanta & NY 1.90 Scranton & Atlanta & NY 2.31 LV & Reno & Scranton & Atlanta 1.70 Four-Location System LV & Reno & Scranton & NY 1.99 LV & Reno & Atlanta & NY 1.81 LV & Scranton & Atlanta & NY 1.76 Reno & Scranton & Atlanta & NY 1.77 Five-Location System LV & Reno & Scranton & Atlanta & NY CONTACTING CUSTOMER SUPPORT Support Contact Information inquiries to: or o Inquiries can be submitted 24 hours a day, and will be responded to during regular business hours. Phone Support Hours: SHIP (7447) o New York / Atlanta / Scranton: 8:00 am to 5:00 pm ET, Monday - Friday o Austin: 8:00 am to 5:00pm CT, Monday - Friday o Las Vegas / Reno: 8:00 am to 5:00 pm PT, Monday - Friday Customer Support Service Level RSL is focused on providing fast and consistent service and has established support resolution guidelines to ensure customers needs are met. Once an is sent to the Customer Support team, a reply will be sent with an assigned ticket number. Please Note: ing a Customer Support Representative directly will delay response and resolution times. The fastest way to case resolution is by ing the request to support@webgistix.com or support@rakutensl.com so the ticket can be tracked from start to Page 22

23 finish. ing or is the only way to get a verified and track-able response from RSL. Support Response Time: 3 Hours or less (during business hours) 12:00 pm or earlier next business day (outside of business hours). Resolution Time: Final resolution of 3 business days or less For complex cases requiring longer than 3 business days customer will be given a firm resolution timeline and continuous updates The Customer Support Team works in centralized locations and may or may not be at the facility in which your inventory is located. The team works directly with Warehouse Liaisons located at each fulfillment center to support your needs. Holiday Schedule for Customer Support* New Year s Day Memorial Day Independence Day Labor Day Thanksgiving Day Christmas Day * RSL fulfillment centers operate during weekends as needed, to support volume but not on the dates bolded above. RSL follows the FedEx and UPS Ground delivery schedule. Carrier pickups occur based on each carrier s holiday schedule. Hours of Operation Customer Support: 8:00 am 8:00 pm ET, Monday - Friday Fulfillment Centers o Atlanta: 8:00 am 5:00 pm ET, Monday - Friday o Austin: 8:00 am - 5:00 pm CT, Monday - Friday o Las Vegas: 8:00 am 5:00 pm PT, Monday - Friday o New York: 8:00 am 5:00 pm ET, Monday - Friday o Scranton: 8:00 am 5:00 pm ET, Monday - Friday o Reno: 8:00 am 5:00 pm PT, Monday - Friday Page 23

24 Deliveries: 9:00 am 4:00 pm Local Fulfillment Center Time, Monday - Friday o Dock appointments for floor loaded container can be 8 or 9am, or 1 or 2pm local time. Freight Pickup: 9:00 am 12:00 pm and 1:00 pm 3:00 pm Local Fulfillment Center Time, Monday - Friday 7. TECHNOLOGY RSL SmartFill, cloud-based software is integrated with all major shopping cart applications (listed below) to make online integration simple. RSL is dedicated to helping fast growing ecommerce retailers succeed on their own terms and gain a strategic advantage by selling their products on multiple platforms. The customer is responsible for all data being transmitted to the RSL SmartFill. Custom integration work is billable. Though RSL has put measures in place such as cloud infrastructure with multiple failover nodes and internet failover redundancy at our distribution centers to mitigate outages, some outages are beyond our control including cyber-attacks, power outages and internet outages. RSL cannot be held liable for any delays or charges due to these circumstances. Rakuten.com Shopping 1ShoppingCart 3D Cart Amazon Big Commerce Channel Advisor ebay Magento Network Solutions OsCommerce Paypal ShipStation Shopify Ultracart Volusion WooCommerce ZenCart Page 24

25 INTEGRATION WITH THE RSL API RSL offers a robust and fully functional API for customers that have the resources and need the flexibility of this technology. The RSL API is currently used by customers around the world. 8. INVOICING Invoices for fulfillment charges are automatically charged to the payment method setup on the customer s account (ACH or Credit Card) on the 15th of each month. Shipping charges are billed on the 8th, 15th, 22nd and 1st day of the next month, every month this is automatic and follows the billing cycles that RSL must meet with shipping companies. If any of the dates above fall on a weekend or holiday, the customer will be charged on the first business day after. Any invoice credits will be applied to your next invoice(s) until used up. RSL does not cut checks for any due credits. The monthly invoicing details can be viewed online within the customer s secure, SmartFill account. All invoices are located on the Invoice Tab. Within SmartFill, the invoices shown in black are already paid (current), and those in red are pending (not paid). RSL posts the service invoices in advance of charging the customer so that the customer has a chance to review them before payment processing occurs. The following payment processing fees apply for all invoice payments: 3% for debit or credit cards and $13 per wire transfer. Page 25

26 All late payments will be assessed a $50 late fee plus 2.5% of the outstanding balance per month. IF THERE ARE ANY PAST DUE AMOUNTS ON THE CUSTOMER S ACCOUNT, RSL DOES NOT GUARANTEE SERVICES. Fulfillment terms: Net 15 days Shipping terms: Net 1 day QUESTIONS ABOUT INVOICES Payment of an invoice constitutes acceptance of all charges. Should a customer have any questions about an invoice, Customer Support should be contacted. $100 CHARGE FOR DISPUTED CHARGES Please note that customers will be charged $ for any disputed charges that are not preceded by an inquiry sent to support@webgistix.com or support@rakutensl.com. Page 26

27 9. MISCELLANEOUS CHARGES Item Unannounced Freight Shipments Charge $50.00 / man hour for receiving 6 Freight Redelivery Charges Determined by trucking company 6 Page Reference Freight shipments that cannot be processed/received Non-Standard Freight Shipments Unloading of floor loaded containers Alteration to a staged freight shipment Outbound Freight Orders not picked up for more than 2 days Canceled Orders once processed $50.00 / day 7 $25.00 / man hour for receiving 8 $50 / man hour for receiving 8 $35 / man hour 9 $50.00 / day 13 $3.00 / order; $50 / pallet for freight orders 13 Rush Order Surcharge $4.95 / order 13 Late payments $50.00 late fee plus 2.5% of outstanding balance per month. 19 Disputed Charges not preceded by inquiry to Customer Support $ Project Based Work Orders $35 / man hour n/a Custom Technical Development / IT Work $125 / hour with a 4-hour minimum n/a Administrative Fees for Taxes and Duties $25.00 fee per carrier invoice with a maximum of $300 per month n/a Bag and Tag Fee $.50 per unit n/a Page 27

28 10. QUICK REFERENCE SHEET Customer Support Team Delivery Scheduling Online Order & Inventory Management SmartFill Reports Available One Click Reports Monthly Returns Orders Shipped by SKU Inventory Received by Date Orders by Date Orders Shipped by Date Inventory Reports Low Inventory Received Inventory by Date New Items Most Popular Items Least Popular Items End of Month Inventory Unshipped Items Inventory Customs Values Days Inventory Remaining Total Items Ordered by Date Total Items Shipped by Date General Reports SmartFill Users Custom Reports Graphs Orders Shipped Map Shipping Method Breakdown Shipping & Handling Shipping Carrier Breakdown Number of Orders Shipped Shipped Order Reports Orders by Date Monthly Resolution Orders Shipped by SKU Shipping & Handling Orders Shipped by Date Detailed Orders Shipped Outstanding Orders Report Backorders Held Orders Unshipped Orders Page 28

29 Visit Us Online WEBSITE: Twitter: FACEBOOK: BLOG: VISIT US IN LAS VEGAS Rakuten Super Logistics Global Headquarters 127 East Warm Springs Rd Las Vegas, Nevada Main Phone: Page 29