Direct to Consumer Vendor Drop Ship Program Guidelines Effective August 2018

Transcription

1 Direct to Consumer Vendor Drop Ship Program Guidelines Effective August 2018 Page 1 of 11

2 Table of Contents General Overview Section 1 Drop Ship Contact Information Section 2 Merchandise Guidelines 2.1 Product Information Process 2.2 Price/Cost Changes 2.3 Photography Process 2.4 On-Hand Inventory Position Process Section 3 Order Process Guidelines 3.1 Customer Orders 3.2 Customer Order Cancellations 3.3 Vendor Invoices Section 4 Logistics Guidelines 4.1 Packing Insert 4.2 Shipping Requirements 4.3 Back Orders/Cancellations Section 5 Returns Process Section 6 Customer Care Section 7 Appendix 7.1 Photography Process Page 2 of 11

3 The purpose of this document is to establish the policies and procedures of the LIDS Vendor Drop Ship Program. Our goal is to communicate the requirements and gain mutual understanding of this program with our premier vendors. The Vendor Drop Ship program is predicated on the following principles: Vendor Product is established and merchandised on LIDS e-commerce sites Inventory is owned by the vendor and held in their distribution facility Orders are shipped to LIDS e-commerce customers from the vendor s distribution facility Product Information, Inventory Availability, Orders, Shipping information and Invoices are exchanged between the vendor and LIDS via Radial. Vendor Drop Ship General Overview Buyers and vendor determine the selection of vendor styles to be offered on LIDS e-commerce site LIDS e-commerce customer places an order LIDS sends an order to the vendor via Radial Vendor receives order, packs and ships order directly to customer Vendor sends invoice and tracking number for ship confirmation OR Vendor sends cancellation request comment in Radial if unable to fulfill (Lids would then cancel) Important: If you have any questions regarding this program, please the Drop Ship Operations contact in the chart below: Section 1 Drop Ship Contacts Department Name Phone Brand Marketing Manager Jon Williams Jonathan.Williams@lids.com General Product Contact DropShip ADMIN N/A DropShipADMIN@lids.com General DropShip Questions DropShip N/A DropShipADMIN@lids.com ADMIN General Accounting Megan Hendrickson Megan.Hendrickson@lids.com LIDS Customer Care Customer Care N/A Vendor.dropship@lids.com Stylization Inquiries Image Studio Eric Hillman Eric.Hillman@lids.com Page 3 of 11

4 Section 2 Merchandise Guidelines 2.1 Product Information Process Brand Marketing standards must be complied by each vendor participating in the program. Please see the supporting document for high level brand standards. The LIDS Brand Marketing Manager can be contacted in the event of questions, concerns, and to ensure all brand standards are being met. 2.2 Price/Cost Changes Price changes should be scheduled as far in advance as possible and should be submitted to the LIDS product team. Map pricing adjustments would need approximately 5 days turnaround time to be updated in the LIDS Merchandising systems and update to LIDS e-commerce site. Cost changes should be communicated no later than 90 days prior to the expected change. 2.3 Photography Process LIDS will use vendor supplied photography that meets our image standards. Images of the product must be consistent with the product photography currently displayed on LIDS e-commerce site. If a vendor does not have photographs, they will be required to send a sample item to the LIDS Image Center and LIDS will create the images for the website at a cost to the vendor. Images must use the LIDS SKU as the filename with the naming convention included in each product category. Please see the separate Appendix for the detailed photography requirements. 2.4 On-Hand Inventory Position Process The vendor will supply inventory files to Radial to define inventory positions for vendor direct items only. As part of the terms, the vendor will need to identify any inventory buffer that may be used between their existing inventory and the information provided in the file. If no buffer is used, that needs to be identified as well. Including products that are not part of the vendor direct assortment will cause errors upon validation of the inventory file. During the vendor onboarding process, the vendor will either be setup to communicate via EDI or use Radial s web-based platform. File format, technical specifications, and testing will be handled directly between the vendor and Radial. Page 4 of 11

5 Section 3 Order Process Guidelines 3.1 Customer Orders As customers purchase product on LIDS e-commerce sites we will produce separate orders for web orders to the vendor. The order information will include the customer s shipping address. Customer orders will be transmitted via batch from LIDS to the vendor. Vendors are expected to ship orders within 2 business days from the time the order is sent (*unless Lids approves a different timeline) There will be one ship-to address per order. 3.2 Customer Order Cancellations Any shipment delays must be communicated to the LIDS Customer Care contact as quickly as possible. In the event of an unfulfilled order, LIDS Customer Care will reach out directly to the vendor after two days. On day three, Customer Care will involve LIDS Finance and LIDS Buyers to escalate resolution. Customer order cancellation requests must be added daily in Radial via the comments section. The LIDS team will then cancel within Radial, triggering the order management system to update with a cancelled status. 3.3 Vendor Invoices Vendor Invoices should be transmitted to Radial daily according to the technical specifications identified from Radial. LIDS will systematically update the order management system with the tracking information provided. Accounts Payable and other Finance questions can be direct to the General Accounting contact in the above chart. Page 5 of 11

6 Section 4 Logistics Guidelines 4.1 Packing Insert All orders are expected to be processed and shipped within 2 business days of order transmission, and contain any necessary packing inserts (*unless Lids approves a different timeline) Vendor is responsible for complying with the required packing inserts LIDS requires one packing insert; appropriate example of which will be provided with your onboarding documentation from Radial. 4.2 Shipping Requirements All orders must be shipped using FedEx Third-Party Billing. LIDS will provide shipping account number for shipping fees at the commencement of vendor going live. The shipping advice (packing slip) should be sent in tandem with the customer shipment Vendors must provide ample notice for any service delays which could cause customer dissatisfaction. These could include physical inventories, system problems, transportation issues, etc. Please LIDS Customer Care to report service delays. 4.3 Back Orders and Cancellations LIDS must be notified of all cancellations on a daily basis. The vendor should utilize the comments section within Radial to communicate this to Lids. LIDS currently does not support Back Orders of Vendor Drop Shipped products. If an item is on Back Order with the vendor, the vendor should send LIDS a 0 in the inventory advice feed. Section 5 Returns Process LIDS permits vendors to participate in one of two types of return processes: 1) a return allowance as agreed upon by LIDS and the vendor, or 2) returns shipped directly to the vendor with a Return Authorization (RA). The customer will be instructed to go through the Customer Service contact appropriate for the site in which the purchase was made in order to begin any return discussion. The outcome will be determined based on the agreement between LIDS and the vendor. In the event the vendor chooses to permit returns to LIDS directly, a return allowance will be agreed upon by LIDS and the vendor. The permitted return allowance will be defined in the terms sheet. Page 6 of 11

7 If the vendor chooses to permit approved returns through a Return Authorization, the vendor will work on a case by case basis with LIDS Customer Care to approve an RA to be communicated to the customer. Please refer any questions regarding the return to vendor process to the Return Inquiries contact in the above chart. Section 6 Customer Care LIDS Customer Care is the primary contact for all our customers needs, and the liaison for problem resolution between the customer and vendor. The vendor must provide regularly available resources to assist in resolving customer problems. These requirements include: Access 5 days a week by phone and Access to Access to available inventory position Access to tracking and shipping information Response within 1 business day Consistent failure to provide timely responses to Customer Care could result in program participation being suspended until further notice. Page 7 of 11

8 Section 7 Appendix 7.1 Photography Process LIDS will use vendor supplied photography that meets our image standards. Images of the product must be consistent with the product photography currently displayed on lids.com. If a vendor does not have photographs, they will be required to send a sample item to the LIDS Image Center and LIDS will create the images for the website at a cost to the vendor. Images must use the LIDS SKU as the filename with the naming convention included in each product category. Resolution: Minimum 2000 x 2000 with the product filling the frame. Image Format: Any standard known image format. (i.e. jpg, png, tif, psd) Number of Images: Novelties: Flat/Simple (license plates, key chains, decals, wallets) 1 image Small/Medium (drink glasses, figurines, toys, golf club covers) 2 images - Front/Back Large/Complex (chairs, backpacks, helmets, games) 3 to 4 images - Front/Back/Sides/Box Page 8 of 11

9 Naming Convention For sample SKU First (Front/Main) image _02.jpg Secondary Images _03, _04, _06, _07 Apparel: Required 2 images - Front/Back (must be shot on model/mannequin and show inside neck) Requested side shots or other views for details on sleeves/collar etc If shirts are shot on model image may be cropped mid-thigh Page 9 of 11

10 If pants are shot on model image may be cropped mid-torso Facial Cropping Guidelines ** Images must have no other cropping Naming Convention For sample SKU of Front (or back of a player named item, jersey, player tee) = _02 Back (or front of a player named item, jersey, player tee) = _03 Any other apparel shots named in order = _04, _06, _07 Headwear Required - 6 images Straight on Front, Straight on Back, 30 o Front Left Angle, 30 o Front Right Angle, Straight on Left Side, Straight on Right Side 30 o Left Straight Front 30 o Right Straight Right Straight Left Straight Back Page 10 of 11

11 Requested Under-bill shots for those hats with a unique under-bill Under-bill ** All images of caps are to be shot ~13 o above horizontal Knits Required 2 images - Front/Back (if reversible also an inside out image) Knit Front Knit Back Reversible Naming Convention For sample SKU of Main shot (angled to viewers left) = _02 Straight on front shot = _03 Shot angled to viewers right = _04 Back = _06 Underbill or other specialty shot = SKU###_07 - for inquiries on stylization please see lids.com for similar product, or contact the Image Studio. Page 11 of 11