ANNEXURE B STORE HANDBOOK SOUTH AFRICA. STORE HANDBOOK MAY 2014 Page 1

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1 ANNEXURE B STORE HANDBOOK SOUTH AFRICA STORE HANDBOOK MAY 2014 Page 1

2 DIRECTORY 1. DELIVERY SLOTS 2. DIGISTICS CUSTOMER INQUIRY CONTACT 3. STORE ORDERS 4. DELIVERY PROCESS 5. OUT OF STOCKS AND SHORT DELIVERIES 6. SPECIAL/ WILL CALL 7. PRODUCT PICK UP 8. TRADING TERMS & PAYMENT PROCEDURES 9. PRICE CHANGES 10. CREDIT PROCESSING PROCEDURE 11. REFUSAL OF PRODUCT AT DELIVERY 12. DIGISTICS/CLIENT COMMUNICATION AND OPPORTUNITY RESOLUTION POLICY 13. BANK DETAILS STORE HANDBOOK MAY 2014 Page 2

3 1. DELIVERY SLOTS Digistics will assign and communicate a weekly delivery slot to each store based on an optimal delivery schedule. The delivery slots will be assigned on a given day at a given time and on-time performance will be measured against a 2 hour variance either side of the allocated time. The delivery schedule takes the full systems needs into consideration to determine the correct balance between cost and service and individual store requirements cannot be easily accommodated. Any major concerns with respect to delivery times must be channeled through the Retsol Regional Business Managers (RBMs) for consideration. 2. DIGISTICS CUSTOMER INQUIRY LIST 2.1 ORDER PLACEMENT Orders are placed on Digistics Web Ordering system via the Digistics Web Portal. Details on access to and use of this system are contained in the Web Order User Guide. 2.2 CUSTOMER SERVICE OPERATING TIMES The Customer Support Center operates seven days a week from 6am to 6pm. Any urgent after hour operational queries must be discussed with the Field Services Representative or DC Manager. 2.3 INQUIRIES All inquiries must be placed via the Customer Support Center. The Customer Support Center will resolve the inquiry or route it to the person who can assist. 2.4 CONTACT DETAILS CUSTOMER SUPPORT CENTER NO CONTACT TEL NO 1 Support Center supportcb@digistics.co.za OTHER CONTACTS NO CONTACT TEL NO 1 Johannesburg Distribution Center (011) Durban Distribution Center (031) Cape Town Distribution Center (021) Eastern Cape Distribution Center (041) Finance and Administration (011) Supply Chain Services (011) STORE HANDBOOK MAY 2014 Page 3

4 2.5 STRUCTURE IN SUMMARY Customer Support - Note that the Customer Support Center is the FIRST point of contact on the following points: Order placement Specials Deliveries Product Pick-ups All general Customer inquiries Raw product complaints (RPC S) Credits & Debits on the account Distribution Center Field Services Representatives Will assist with all day to day queries, delivery times, operational incidents, etc Finance and Administration Will assist with all financial queries on accounts, etc Supply Chain Will assist with all pricing queries, any queries logged not resolved within a reasonable time, ongoing service problems, out of stocks, etc. 3. STORE ORDERS Each order will be fulfilled within a 36hr process with the exception of certain long distance route where 60hrs notice will be required, based on the nominated delivery days. This will be communicated to the relevant Stores. Digistics will advise Store of scheduled order and delivery times which may change from time to time. 3.1 Stores Ordering Process Stores must capture their orders on the Digistics Web Orders portal, connected via the Internet Your order must be submitted before 10h00 the day prior to your delivery (e.g. 10h00 Monday for a Tuesday delivery) A confirmation will be sent to confirm the order has been received Any Store that has not placed an order by the cutoff time will be contacted by customer care Any orders submitted after the 10h00 cut off will be treated as a special order or carried over to the next delivery (will confirm with Store) SMS and/or notifications will be sent to the store if there are any out of stock items. NOTE: Each Store will be provided with an order and delivery schedule highlighting all cut-off and delivery time. 4. DELIVERY PROCESS 4.1. STORE MANAGER OR RECEIVER Digistics will communicate delivery windows, AM or PM on nominated delivery days. Stores are requested not to delay the truck in any way when it arrives at the Store as this will impact other deliveries on the route. Please receive the delivery as soon as the truck arrives Trollies will be used for delivery requiring ramp access from the loading bay to the back door. The path should be free of any obstructions to make the delivery as efficient as possible. STORE HANDBOOK MAY 2014 Page 4

5 4.1.3 The contents of the trollies must be offloaded at the point of delivery by the Store. Trollies will not be left at the store The receiving area should be free of any obstructions The store must follow the Corner Bakery receiving requirements The Store must complete a Corner Bakery Quality Assurance inspection of items delivered Check the invoice against your delivery for accuracy The driver signs and dates the invoice The Store manager signs, writes his/her name and dates the invoice The yellow and pink copies of the invoice stay with the driver The blue copy stays with the Store The receiver must be authorized to sign the invoice The receiver must complete all delivery documentation (Preferably a manager performing this function) Should there be a discrepancy between what is invoiced and received the DC should be called immediately to record and plan the shortage, miss pick or damage Any discrepancies between the invoice and the receipt should be noted on the invoice (in words); ticks and crosses cannot be accepted for noting of errors. 4.2 DRIVER The driver will be responsible for off loading the vehicle using trolleys, safely and efficiently to the Store designated door where direct access is available In the event of poor Store access the Store will be required to assist with the movement of product from the point where ramp access is restricted to the Store door The Store is required to unpack the contents of the trolley swiftly so that they can be loaded back onto the delivery vehicle. NOTE: All items must be checked prior to being moved inside the Store. 4.3 SEALS The outlet manager or a subordinate must break the seal and confirm that the seal number on the invoice or delivery trip log corresponds to the seal number on the truck After the delivery the outlet manager or subordinate must record the seal number put on the vehicle for the next drop on that store s invoice or on the delivery trip log In the event that the outlet manager refuses to seal the vehicle this must be noted on the delivery trip log by the driver who must seal the vehicle and record the seal number on the next drop s invoice or on the delivery trip log. 4.4 RETSOL RECEIVING PROCESS OF FROZEN RAW MATERIALS The Corner Bakery manager on shift is responsible for all deliveries The manager must meet the delivery person, request the invoice and reconcile it against the purchase order The physical stock must be inspected and not be accepted for the following reasons: Damaged packaging Damaged product. STORE HANDBOOK MAY 2014 Page 5

6 Expiry dates exceeded Break in cold chain (use a temperature probe to check) Stock that is not accepted must be documented on the invoice and the delivery person must sign All stock that is accepted must be documented on the RIB card and the invoice must be sent to the administrator for GRV The administrator must GRV the invoice as per the amendments on the same day as delivery. 5. OUT OF STOCKS OR SHORT DELIVERIES Digistics will endeavor to fill all orders at all times, however, should a Store not receive all the products it has ordered the following process will take place. 5.1 Out of Stock An and/or SMS will be sent to the Store to advise of the out of stock prior to the delivery and establish if any substitution is required The out of stock item will be added to the next delivery if required If the out of stock significantly impacts on the order Digistics will make arrangements to deliver the product to the Store as soon as the product is available. 5.2 Short Delivery or Delivery Damages Any items not delivered must be re-ordered Any short or damaged items must be noted on the invoice at the point of delivery. 6. SPECIAL/ WILL CALL (Non Scheduled orders) 6.2 SPECIAL ORDER A SPECIAL is a delivery requested by the Stores that is not on the Stores regular delivery days, or if the order cutoff is not met Special deliveries will be changed at R850 per delivery Requests for specials must be phoned to the Customer Support Center Customer Support will contact the Store to notify them of the approximate delivery time. The special will be delivered as close as possible to the time requested Note that the DC will take up to 48 hours to deliver the special to the Store. 6.3 WILL CALL A WILL CALL is a request for product to be picked up from the Distribution Center by the Store This process is subject to any Corner Bakery Quality program requirements Will Call orders must be phoned through to the Customer Support Center It is important to note that you will be able to process Will Calls between 08h00 and 17h00 Monday to Saturday A R200 admin fee is changed for all will call orders. STORE HANDBOOK MAY 2014 Page 6

7 7. PRODUCT PICK UP 7.2 PRODUCT WILL BE PICKED UP FOR THE FOLLOWING REASONS: Corner Bakery Corporation Regional Office, Suppliers or Digistics Pty Ltd request product pick up for credit authorization Product does not meet Corner Bakery quality standards and must be removed from the Store. 7.3 PROCEDURE Once a pick up is authorised, Digistics will contact the Store and advise them of the arrangements A Product Pick Up Form will be attached to the Stores invoice The driver will present the PRODUCT PICK UP FORM at delivery The driver and Store verify the QUANTITY REQUESTED to PICK UP and QUANTITY ACTUALLY PICKED UP The driver and Store sign the PRODUCT PICK UP FORM and must ensure to write his/her name clearly on the invoice The driver keeps COPY 2 for return to the Distribution Center and the Store takes COPY Credit will only be issued once the product is returned and inspected Once approved the Distribution Center will process the credit If not approved, Customer Care will call the Stores to explain why credit was denied. NOTE: DRIVERS ARE INFORMED NOT TO PICK UP ANY PRODUCT WITHOUT PRIOR AUTHORIZATION AND A COMPLETED PICK UP FORM ISSUED BY DIGISTICS PTY LTD. 8. TRADING TERMS AND PAYMENT PROCEDURES 8.1 CREDIT APPLICATION All Corner Bakery store owners need to complete a Digistics credit application form in terms of the National Credit Act to be granted credit. The signed form is to be faxed to the Digistics central accounts team on fax number TERMS AND CONDITIONS OF TRADE Whether a Corner Bakery store is granted credit terms or is on cash-before-delivery terms a Digistics terms and conditions of trade agreement must be signed. 8.3 CASH-BEFORE-DELIVERY TERM PROCEDURES Where a store is not granted credit it will be required to make payment for the next delivery 1 day prior to the delivery date. Either an EFT into the Digistics bank account or a valid faxed or ed bank proof of payment must be furnished by 11am 1 day prior to the delivery. 8.4 CREDIT TERM AND PAYMENT PROCEDURES The payment terms are 7 days from date of statement. Digistics produces statements every Tuesday, with a cutoff date of the current week Monday. The statements are then faxed or ed to the store office every Tuesday. The amount reflected on the statement will be sent through for the Sage Pay debit order. Stores will be required to complete all relevant documentation to STORE HANDBOOK MAY 2014 Page 7

8 facilitate the Sage Pay system. Cash deposits are not accepted. An administrative fee of 1% will be charged for all cash deposits received. A separate invoice will be issued for the prior month s cumulative cash deposit fees. Example of the terms and payment cycle: Delivery Statement - cut-off Statement - sent out Payment due Week 1 Week 2 Tues Wed Thur Fri Sat Sun Mon Tues Wed Thur Fri Sat Sun Mon x x x x 8.5 LATE PAYMENT PROCEDURES AND RESPONSIBILITIES Sage Pay debit orders will be run on a Monday. The following process will start for any payment that is rejected/late: Day one overdue (Tuesday) Digistics will contact the store owner to request payment. The telephone call will be logged. A formal written request for payment will be faxed or ed to the store. If the store fails to make payment or furnish a proof of payment they are placed onto a CBD (Cash before delivery) report which is sent to Retsol. All further deliveries will be strictly cash before delivery, i.e. one day prior to a delivery the payment must be made or proof of payment furnished to Digistics. The store will remain on the cash-before delivery (CBD) basis until the outstanding balance has been settled within a maximum period of 4 weeks. If the Store does not commit to paying back the outstanding balance then the account will be placed on stop supply and legal action will be enforced. 8.6 LATE PAYMENT PENALTY The Distribution Center mark-up does not include the cost of performing the additional procedures related to administering the late payment of accounts. The interest cost incurred in relation to the late payment of accounts is also not budgeted in the mark-up A penalty charge of R750 will be levied per payment plan on all overdue undisputed amounts against all late payments. This will ensure that the market as a whole does not incur the additional cost of administering late payments Where the Store is late with their payment three times in a row it will be placed on COD terms for a 12 month period. The Store will have to re-apply for terms of credit, after this period. The COD arrangement will be implemented as set out in point Should any Store not receive a delivery as a result of non or late payment, this delivery will be carried over to the next scheduled delivery day provided all overdue amounts are settled. If the Store requires a delivery sooner than this a special delivery change will be levied In the event of a disputed amount, only disputed amount may be withheld, provided Digistics is notified in writing prior to the payment becoming due, failing which any delay will constitute non/late-payment. STORE HANDBOOK MAY 2014 Page 8

9 8.7 CASH BEFORE DELIVERY (CBD) PROCESS Account is placed on COD and the Store is informed about the change in account status COD means that the Store needs to pay for the stock, before the delivery is released for internal processing at Digistics The order needs to be placed before 17h00 on day 3 prior to your delivery day. If the delivery day is Thursday, then the order must be placed by 17h00 on the Monday CSR will capture the order and inform the Store by 12h00, 2 days prior to the delivery. Based on the Thursday delivery, the payment confirmation will be on the Tuesday at 12h The Store must make the payment and fax confirmation of the payment to CSR and Central Finance The Store must contact the DC to confirm that proof of payment has been received The proof of payment will allow the CSR/Finance department to release the COD order It is important to note that if payment confirmation is not confirmed with the CSR and or Finance department, the order may not be released. This means that the order will only be delivered on the next scheduled delivery time. Alternatively the Store can ask the DC CSR for a special delivery, but this will come at a special delivery charge rate. 8.8 INTEREST CHARGE Note that a prime +2% interest charge will be levied on the weekly overdue amount. NB* THE LATE PAYMENT PROTOCOL IS AN AUTOMATED PROCESS, THERE IS NO DISCRETION ALLOWED BY THE DISTRIBUTION CENTER TO OVERRIDE THIS PROCESS. I.E. PENALTIES ARE AUTOMATICALLY ADDED TO THE STATEMENT ON ANY LATE PAYMENTS, AND THE ACCOUNT IS PUT ON HOLD NOT ALLOWING GOODS TO BE INVOICED, AND HENCE DELIVERED, TO THE STORE UNTIL ALL OVERDUE DEBT IS SETTLED. 9. PRICE CHANGES The following outlines the protocol for price changes: 9.1 Retsol sets and reviews all pricing. 9.2 Retsol Supply chain department will communicate all price changes to the Stores. 9.3 Price changes are effective the day of shipment of delivery. 9.4 Invoices are printed 1 day or 2 days before the day of shipment. 9.5 Day of shipment is 1 day before delivery for local Stores and 2 days for long distance. 10. CREDIT PROCESSING PROCEDURE 10.1 Digistics operations will process credits Once credit is processed, the credit is sent with the Store s next statement If you do not receive the credit, phone the Customer Support Center to inquire. STORE HANDBOOK MAY 2014 Page 9

10 11. REFUSAL OF PRODUCT AT DELIVERY 11.1 The driver is asked not to accept refused product until he calls the Distribution Center to report the refusal Authorisation must be given by the Distribution Center to the driver The driver must record the item refused and reason code on the invoice Product meeting Corner Bakery quality standards, ordered by the Store and invoiced correctly cannot be refused unless extenuating circumstances exist. If the receiving Store manager and a Digistics manager agree the product can be returned. A R20 per case restocking fee will apply Product refused that does not meet Corner Bakery quality standards, i.e., damaged or temperature abuse is subject to inspection by Digistics and the supplier before credit is issued. 12. DIGISTICS/ CLIENT COMMUNICATION AND OPPORTUNITY RESOLUTION POLICY 12.1 Any concerns relating to service should first be raised with the Customer Service Representative Should the Customer Service Representative not adequately resolve your issue it should be escalated to the DC Manager Should the DC manager not resolve the issue it should escalated to Retsol. 13. BANK DETAILS 13.1 The Banking Details for Digistics are as follows: i. Bank Name: First National Bank ii. Branch Name: Greenstone Mall iii. Branch Code: iv. Account Number: TBA v. Account type: Current Account vi. Store Reference: Please record your Engen Site Number (e.g. 2BQE) Please contact your Digistics Customer Service Department should you require further assistance. STORE HANDBOOK MAY 2014 Page 10

Terminal Appointment Booking System

POINTS SYSTEM USER GUIDE Terminal Appointment Booking System POINTS SYSTEM USER GUIDE 0 of 11 I. WHAT ARE POINTS? Points are units used to pay for business transactions in TABS. (e.g. creating a booking