VENDOR (FACTORY DIRECT) DROP SHIP MANUAL SPORTSMAN S GUIDE (SG)

Transcription

1 VENDOR (FACTORY DIRECT) DROP SHIP MANUAL SPORTSMAN S GUIDE (SG)

2 VERSION 1.1 TABLE OF CONTENTS INTRODUCTION... 3 LETTER FROM SENIOR VICE PRESIDENT, PATRICK KENNEDY... 4 VENDOR SETUP FOR EDI... 5 WHAT YOU WILL RECEIVE FROM SG... 5 SHIPPING INFORMATION... 6 SHIPPING METHODS & CHARGES... 6 CONSOLIDATION OF FACTORY DIRECT SHIPMENTS... 6 INITIAL FEDEX SET-UP / CREATING A PROFILE... 7 FEDEX GROUND PACKAGES OVER 70 LBS FEDEX 2-DAY / ALASKA & HAWAII ORDERS ORDERS SHIPPING USING ABF CONFIRMATION OF SHIPMENT INVOICE INFORMATION ITEMS THAT SHIP BY LIFT GATE LIFT GATE SERVICE OPTION TERMINAL PICK-UP OPTION PARTS REQUESTS WARRANTY FEDEX RETURNS TRUCK RETURNS CHARGEBACK S SG CONTACT LIST CHANGE HISTORY LOG PAGE - 2

3 INTRODUCTION Due to the customized nature of some of the merchandise that we sell, it is sometimes necessary to have our vendor s ship merchandise directly from their warehouse to our customers. The Sportsman s Guide s vendor Factory Direct program is a mutually beneficial relationship where we advertise and promote your merchandise and function as the order entry and data processing operation. We capture the customer information, take care of the individual customer billing, and pay third party shipping costs through FedEx Ship Manager or ABF. Your company then provides the fulfillment service. The Sportsman s Guide s Factory Direct Program is an effective and efficient way to process and maintain our high level of customer service; we have developed this outlined procedure for handling our Factory Direct drop ship orders. By using this procedure, our drop-shipments can be successfully managed. The Sportsman s Guide expects 100% compliance from each vendor in following these procedures. DROP SHIP MANUAL PAGE - 3

4 VERSION 1.1 LETTER FROM SENIOR VICE PRESIDENT PAT KENNEDY Dear Valued Vendor, One of The Sportsman s Guide strategic plans for growth is increasing our Factory Direct business. Over the past couple of years, we have experienced significant growth in our Factory Direct Business. To handle the additional planned growth and improve efficiency The Sportsman s Guide will be requiring all of our Factory Direct vendors to have EDI capability. The Factory Direct shipments will be the first phase of our EDI initiative. The second phase will include warehouse shipments and invoicing. The Sportsman s Guide has partnered with SPS Commerce to facilitate this important conversion. A SPS Commerce Representative will be contacting you to guide you through this process and explain the program in detail. It is critical that all of our Factory Direct vendors are in compliance with this initiative. Please contact SPS Commerce at or at clientservices@spscommerce.com if you have any questions. Thank you in advance for your support and assistance on this project. Sincerely, Patrick Kennedy Senior Vice President of Merchandising and Creative Services PAGE - 4

5 VENDOR SETUP FOR EDI CONTACT NAME: TITLE: PHONE: Claudia Kidd EDI Coordinator SPS Commerce 3 rd Party EDI Provider Website: clientservices@spscommerce.com We are requiring all Factory Direct vendors to have EDI Purchase order 850 and the EDI Advanced Ship Notice 856. With the future phases including all Factory Direct vendors enabling EDI PO Acknowledgement 855 and EDI Inventory Advice 846 and additional EDI documents such as EDI PO Change 860 and EDI Invoice 810. WHAT YOU WILL RECEIVE FROM SG The Sportsman s Guide will provide you with all of the customer information necessary to process our Factory Direct drop ship order. The information will contain the following: The Transmission Cover Sheet (Attachment 1) The vendor-picking document (Attachment 2) will contain the following. This is for vendor use only. We will be sending the receipt, with ticket number, directly to our customers when you inform us that their item(s) have shipped. Customer Name Shipping Address Order number Item details The Drop Ship summary (Attachment 3) will contain all orders sent for that day. The above information will be sent by fax, file transfer, or EDI, if we have set you up with it. DROP SHIP MANUAL PAGE - 5

6 VERSION 1.1 SHIPPING INFORMATION SHIPPING METHODS & CHARGES Factory Direct orders must be shipped by FedEx or ABF. FedEx-able orders may be shipped via FedEx Ship Manager (see below), or a compatible FedEx Shipping System. Orders must be processed using FedEx third party billing. The PLD (Package Level Detail) sent to FedEx must have these orders flagged as third party billing, billed to account number If using FedEx Ship Manager, please update your systems to the newest software version. See below for specific instructions for shipping FedEx Ship Manager. Items that are too large to ship FedEx must ship via ABF, third party billing to The Sportsman s Guide. See below for specific instructions for shipping via ABF. CONSOLIDATION OF FACTORY DIRECT SHIPMENTS Our Goal is to have one package sent to our customer. Please consolidate shipments whenever possible. In cases where multiple large, otherwise FedEx-able, items are being shipped to one address and the method of shipment (FedEx vs. ABF) is in question, The Sportsman s Guide will determine the best method of shipment. In those cases, please contact TSG Shipping Department or Jason Clum (see page 19) for instruction. We reserve the right to refuse payment of any shipping charges applied to orders that are not shipped per these routing instructions. PAGE - 6

7 INITIAL FEDEX SET-UP / CREATING A PROFILE 1. Click Customize and then Shipping Profile. For FedEx contact information please see pages Click the Add by duplication button. (Figure 2) DROP SHIP MANUAL PAGE - 7

8 VERSION Enter The Sportsman s Guide as the Shipping Profile Code. 4. Scroll down and select Service Type. 5. Set the Behavior to Constant. 6. Click the drop down for Field value and select H-FedEx Home Delivery. 7. Scroll down and click FedEx Ground Payment Type. 8. Set Behavior to Constant. 9. Select 3-Third Party from the drop down. PAGE - 8

9 10. Scroll down and select FedEx 3 rd Party Acct#. 11. Set Behavior to Constant. 12. Enter the bill third party account number in the Field value box. ( ) 13. Set Default recipients to Residential. 14. Click tab #2 FedEx Express Preferences. 15. Click to check the box next to Require References. ATTN: (If this option is used and the required references are not checked, you will incur a chargeback.) DROP SHIP MANUAL PAGE - 9

10 VERSION Click tab #5 Ground Preferences. 17. Click to check the box next to Require References. ATTN: (If this option is used and the required references are not checked, you will incur a chargeback.) 18. Click the OK button to save your changes. 19. Click the OK button to save and exit profiles. PAGE - 10

11 Assign new profile to Sender. 1. Select Databases and Sender. 2. Click the Add by duplication button. 3. Enter SPORTSMANS for Sender ID. 4. In the Shipping profile section, click the drop down and select Sportsmans. 5. Click OK and OK on the Shipping Profile screen to save and close. DROP SHIP MANUAL PAGE - 11

12 VERSION 1.1 After completing these steps you will be able to utilize the drop down arrow in the field marked Profile. This will allow you to select the Profile labeled The Sportsman s Guide and will save you from entering in the third party billing information with each shipment. Be sure to use the profile named The Sportsman s Guide only for Sportsman s Guide orders. When you are finished with Sportsman s Guide orders you will need to change the Profile back to its original setting. ** DO NOT ADD THE SPORTSMAN S GUIDE ACCOUNT NUMBER TO THE SHIPPER EDITOR. ALL ORDERS MUST BE SHIPPED AS THIRD PARTY BILLING.** PAGE - 12

13 SHIPPING ORDERS VIA FEDEX SHIP MANAGER FEDEX GROUND HOME DELIVERY *PRIMARY SHIP METHOD 1. Click on the drop down arrow next to Change sender. 2. Select SPORTSMANS. 3. Enter the customer s name and address. 4. Enter Number of packages. 5. Enter Weight. 6. Select drop down and select z-enter Dimensions Manually if dimensions are required. 7. Enter box dimensions (L, W, H) in inches. 8. In Customer reference type in The Sportsman s Guide order number. This is an eight digit number with a dash at the end, located on the invoice. Make sure to include the package number following the dash. (Ex ). For multiple line or multiple ticket orders, please be sure to include number of each ticket, and to separate each with a hyphen, so that program will read correctly (Ex ). ATTENTION: Any failure to complete this field would require us to manually track the order which could potentially delay payment to the vendor. DROP SHIP MANUAL PAGE - 13

14 VERSION Press F10, or click the Ship button. Click the drop down arrow in field marked Profile and change back to the original setting to make sure The Sportsman s Guide doesn t get billed for packages that should be under a different profile. CLOSE TAB At the end of each day, make sure you manually close out the orders to make sure there are no issues. DECLARED VALUE Please enter a declared value for any order with a value at or exceeding $500. PAGE - 14

15 FEDEX GROUND PACKAGES OVER 70 LBS. 1. Follow steps 1 5 above. 2. Enter box dimensions (L, W, H) in inches. 3. Click Override preferences on the bottom tab. 4. Click Service tab. 5. Click on the drop down arrow in the field labeled Service Type. 6. Select FedEx Ground. 7. Select 1 Your Packaging for the package type. 8. Click Ship. FEDEX 2-DAY / ALASKA & HAWAII ORDERS 1. Follow steps 1 5 above. 2. Enter box dimensions (L, W, H) in inches. 3. Click Override preferences on the bottom tab. 4. Click Service tab. 5. Click on the drop down arrow in the field labeled Service Type. 6. Select FedEx 2Day. 7. Select 1 Your Packaging for the package type. 8. Click Ship.!! IMPORTANT!! Click the drop down arrow in field marked Profile and change back to the original setting to make sure The Sportsman s Guide doesn t get billed for packages that should be under a different profile. DROP SHIP MANUAL PAGE - 15

16 VERSION 1.1 ORDERS SHIPPING USING ABF All orders shipped through ABF must include this information on the Bill of Lading: The Sportsman s Guide order-ticket number (Attachment 4). 3 rd party billing to The Sportsman s Guide (Attachment 4). Lift-gate option (if applicable) (Attachment 5). Terminal pickup option (if applicable) (Attachment 6) CONFIRMATION OF SHIPMENT Upon shipment, confirmation will be automatically relayed to us via the shipper. We expect shipment to the customer to occur within one week of the receipt of the packing slip, unless otherwise previously agreed upon. If shipment is delayed due to backorder or production, we need an approximate ship date communicated to us immediately to comply with FTC rulings. Please communicate this information to the Inventory Analyst ( Referenced on page 23 ) with an expected ship date. PAGE - 16

17 INVOICE INFORMATION The Sportsman s Guide is not to be billed prior to orders being shipped to our customers. All invoices must list our customer order number with ticket number and the date shipped. Drop ship fees need to be seen as a separate line item on each invoice. A $25.00/hour research fee may be deducted from your invoice for time spent on shipping discrepancies and shipping cancelled orders. You may send your invoice to us one of the following ways. EDI: Transaction (810) invoice@sportsmansguide.com Fax to: Mail to: The Sportsman s Guide Attention: Accounts Payable 411 Farwell Avenue South St. Paul, MN DROP SHIP MANUAL PAGE - 17

18 VERSION 1.1 ITEMS THAT SHIP BY LIFT GATE LIFT GATE SERVICE OPTION The Sportsman s Guide now has the capability of offering our customers an additional service for some Factory Direct drop ship items that ship by freight truck (not FedEx). It is called a Lift Gate Service. What this means is that the truck will have a lift system, so that heavy/bulky merchandise can be lowered from the truck. It does not mean that merchandise will be delivered into the place of business or the home of the customer. That will be the customer s responsibility. Contact the Buyer to have this service set up for you in the system. The Lift Gate Service option will be noted on the Drop Ship Order Summary. The vendor must inform the trucking company on the Bill of Lading (Attachment 6) to use Lift Gate Service. TERMINAL PICK-UP OPTION The Sportsman s Guide now has the capability of offering our customers an option to save money on shipping by picking up their product at the freight company terminal. The terminal pickup option will be noted on the Drop Ship Order Summary and needs to be noted on the Bill of Lading (Attachment 6). PAGE - 18

19 CUSTOMER SERVICE ISSUES It is the standard operating premise of The Sportsman s Guide to take care of our customers as quickly and efficiently as we can. We expect our vendors to make every effort to maintain a high level of service for our customers. PARTS REQUESTS Occasionally, it is necessary to furnish the customer with a part that was missing, defective, or damaged with their original shipment. This avoids the problem and expense of having the customer return or exchange the merchandise. If our customer receives a shipment requiring parts: We will notify the vendor via Fax, or Phone of the part(s) needed. We expect that requests for parts be processed and shipped in a timely manner. We ask that you notify us as soon as possible of the availability of the part(s) and the expected ship date. Parts will need to be shipped using 3 rd party billing by FedEx Ship Manager or a compatible FedEx shipping system, so that The Sportsman s Guide can cover shipping costs of parts requests. WARRANTY We require a copy of all warranty information available. Please provide us with this information by fax or mail. DROP SHIP MANUAL PAGE - 19

20 VERSION 1.1 FEDEX RETURNS The Sportsman s Guide guarantee is absolute, we stand behind the products that we sell, and our return policy is liberal. Upon return to our warehouse, we will process the customer s return for credit or exchange. The merchandise will then be consolidated and returned to you for credit. TRUCK RETURNS When items delivered by truck are returned, the product will be picked up by ABF and delivered directly back to the vendor. Once you receive delivery, you must confirm to The Sportsman s Guide Returns Department that the product has been received, by telephone or fax, to verify receipt of the returned item. Department: Phone Number: Returns Fax Returns Department Once verification is complete, The Sportsman s Guide Returns Department will process the customer s return for credit or exchange. CHARGEBACK S Chargeback s may result if: #1 Violation: Vendor does not enter the PO number in the FedEx package reference field. Chargeback: The vendor will be charged back $5.00 per each occurrence. #2 Vendor does not ship our carrier of choice (FedEx/ABF). The vendor will be charged back a $25.00 chargeback per each occurrence. #3 Vendor does not ship on the correct FedEx account ( ). The vendor will be charged back $25.00 for each occurrence. PAGE - 20

21 CANCELLATIONS In the unlikely event our customer wishes to cancel their order, we will call, , or fax you immediately. We will supply you with the customer name, address, phone number and our order number (from the invoice). If the request for a cancellation is received by fax, it will be clearly marked Request for Cancel. Once the item has been cancelled, please provide us with the following: A verbal or confirmation verifying that the item has been cancelled and the date the item was cancelled. If an order is shipped after the date the order was confirmed cancelled, The Sportsman s Guide will not assume responsibility for payment of the order. In the event that the purchase order was sent after confirmation that it was cancelled The Sportsman s Guide will try to either get payment from the customer or send a label to have it returned to us for all invoices greater than fifty ($50.00) cost. There will be a twenty-five ($25.00) dollar recovery fee charged to the vendor for all collection efforts for each cancelled purchase order. If we are unable to collect or get the item back from the customer, SG will not pay the invoice. If the invoice is for less than fifty ($50.00) cost, SG will not pay the invoice and the vendor will be required to issue full credit to SG due to labor and collection costs being too high. RESENDING PURCHASE ORDERS If we are asked to resend a purchase order, and that purchase order is double shipped, The Sportsman s Guide is not responsible for double invoice for the same purchase order. DROP SHIP MANUAL PAGE - 21

22 VERSION 1.1 MERCHANDISE NOT RECEIVED If the customer has not received their merchandise and enough time has elapsed, we will request that you promptly trace the shipment with your carrier. This has not changed with the implementation of 3 rd party billing. When a response is received from your carrier, we need the results by fax, , or phone. It is very important that we receive the results in a timely manner. We will then relay the delivery information to the customer and take the necessary steps to rectify the situation. If the order is driver-released and the customer is claiming non-receipt, we will take care of our customer immediately. The Sportsman s Guide will complete the investigation and file a claim with the shipping carrier. ORDER SHORT The Sportsman s Guide operates with the philosophy that The Customer is Always Right. We do review with the customer the contents of the package that we shipped in an effort to determine if the package had been opened or damaged in transit. If it is determined that the package was not damaged in transit or opened, we take care of our customer immediately by replacing the missing merchandise. DAMAGED MERCHANDISE If we receive a call from our customer claiming that the merchandise arrived damaged, we will be contacting you immediately for an expedited replacement order. As with a normal order, we require notification of the expected ship date to the customer. Once the merchandise has shipped, we ask that you confirm the ship date with us. If the customer requests a refund, instead of a replacement, we will contact you and we will process the refund. We expect you to deduct the charge from our invoice. PAGE - 22

23 SG DROP SHIP CONTACT LIST MERCHANDISING CONTACTS Drop Ship Inventory Analysts Becky Nekola Phone: Paige Elhefnawy Phone: CUSTOMER SERVICE CONTACTS Justin Love Customer Service Lead Ted Itschert Operations Manager Dan Delaney Director of Customer Service Phone: Fax: Phone: Phone: DISTRIBUTION CONTACTS Michael Brough Vendor Compliance Specialist Nikki Thommes Supervisor of Traffic SG Shipping Department Jason Clum Senior Outbound Manager Scott Eichstadt Vice President of Distribution Phone: Phone: Phone: Phone: Phone: DROP SHIP MANUAL PAGE - 23

24 VERSION 1.1 FEDEX CUSTOMER CONTACT INFORMATION Domestic Customer Service GO FEDEX / Say the following for automated service or press 0 Schedule a Pick-up Order Supplies Track a Package Office & Print Services Find Locations International Get Rates More Options Say Billing New Account Set-up Return a Package FedEx Technical Support Solutions Say what service you need fedex.com and Café Fedex Ship Manager Return Manager Tech Support Powership Ground Technology Support FedEx Express Freight/FedEx Freight (Heavyweight) Dangerous Goods - press '81' Change shipped Package Claims Technical Support (LTL/Viking) Regions & Commitment Times Rates Schedule Pick-Ups Tracking PAGE - 24

25 Heavy Day Shipping Desk Single Day Heavy Shipping Discounts Schedule Pick-Ups More FedEx Shipping Solutions FedEx Kinko's: Fedex Custom Critical: Fedex Trade Networks: FedEx Charters: Telecommunications Device for the Deaf (7am-8pm CT, weekdays) International Customer Service Express Ground Say the following for automated service or press 0 Pick-Up Rates Tracking International Rep or press 0 Revenue Services to speak to someone press 0 Set up a new account Option 1 Check Balance Option 2 Check Payment Option 2 Invoice Copies Option 2 Update credit card info Option 2 Credit request on service failure Option 3 Non-service failure billing inquiries Option 4 Express Option 4 then 1 Ground Option 4 then 2 Intl Option 5 Duties & Taxes Option 5 then 1 DROP SHIP MANUAL PAGE - 25

26 VERSION 1.1 Global Regulatory Services Duties & Taxes Option 2 Documentation Fax Forms Option 3 Advice on U.S. Export Documentation Option 4 Customs Requirements Worldwide Option 4 Great Rates Hotline International Packages to Asia Europe & Latin America FedEx SameDay Service Track a Package Place an order Option 1 Additional Info for Same Day Service Option 2 Other Fedex Services Option 3 Packaging Design and Development Dangerous Goods Packaging Option 1 Customer Supplies Option 2 Cargo Claims Service Agent Option 3 Customer Agent or Pickup Option 4 Packaging Professional Option 5 PAGE - 26

27 Attachment #1 THE SPORTSMAN'S GUIDE 411 Farwell Avenue South St. Paul, MN Tel: (651) Fax: (651) * * * TRANSMISSION COVER SHEET * * * ***** N O T I C E ***** The RETURN POLICY no longer needs to be included with the order. To streamline the order process The Sportsman's Guide is now sending the invoice and return information directly to the customer. You will no longer need to include the return policy with the package. Vendor: AMY'S ANTIQUES (2360) Transmission Summary: AMY'S ANTIQUES 03/25/09 Attn: BOB THE VENDOR 10:07: ST AVENUE Transmission Orders: 1 EDINA, MN Batch ID: Tel: No: 4486 Fax: Date: Time: Transmission Pages: 4 Our Our Run Reprint "Shipping procedures for Sportsman's Guide Factory Direct orders" All orders must be shipped via FedEx third party billing using account # or ABF. When shipping FedEx, please pack and ship these items in one package when possible! One of the FedEx reference fields 1-5 must include the order number followed by a "-" then the line number of the item shipped for each order. When shipping multiple items in 1 carton please include each additional line item separated by a "-". Example 1: When shipping items in separate cartons 1st Shipment contains line item 1; Enter Order-Line # 2nd Shipment contains line item 2; Enter Order-Line # Reference Field [order#]-1 [order#]-2 Example 2: When shipping multiple items in 1 carton 1st Shipment contains line items 1 & 2; Enter Order-Line #-Line # Line item 1 & 2 in 1st shipment [order#]-1-2 For instructions on how to set up a FedEx shipping profile please refer to the Sportsman's Guide Factory direct packet. If you have any questions regarding shipping, please contact Nikki Thommes at (651) or nthommes@sportsmansguide.com For any other inquiries, please contact Customer Service Operations at (651) or csship@sportsmansguide.com DROP SHIP MANUAL PAGE - 27

28 VERSION 1.1 Attachment #2 THE SPORTSMAN'S GUIDE * * * * * DROP SHIP ORDER SUMMARY * * * * * (AMY'S ANTIQUES) (Reprint) Terms: Note: On order resends, The Sportsman's Guide is not responsible for double shipments or charges. Page 1 Vendor: AMY'S ANTIQUES (2360) - Ship order via FedEx or ABF AMY'S ANTIQUES - FedEx shipments must be processed as FedEx "third party billing" Attn: BOB THE VENDOR under the account number ST AVENUE - Please place the Sportsman's Guide order number into one of the FedEx reference fields EDINA, MN Tel: RF# Order # Vendor Part No. Description Item # Qty Unit Cost Ship Dt Frght Track# JOE BUYER 1234 ELM STREET Please pack and ship these items in one package when possible! ST. PAUL, MN Tel: ) R08DNM CAST IRON TUB $ ) CAST IRON SINK PAGE - 28

29 Attachment 3: THE SPORTSMAN'S GUIDE 411 Farwell Avenue South St. Paul, MN Customer Service Toll Free: > > > > > VENDOR PICKING DOCUMENT < < < < < JOE BUYER 100 ELM STREET Page 1 / 1 HOME TOWN, MN Tel: RF# Order # Vendor Part No. Description Item # Qty ) GSG-716 CAST IRON TUB ) GSG-718 CAST IRON SINK * * * End of Vendor Picking Document * * * - Ship order via FedEx or ABF - FedEx shipments must be processed as FedEx "third party billing" under the account number referred to in the Transmission Cover Sheet - Please place the Sportsman's Guide order number into one of the FedEx reference fields * Note: For multiple products in one carton, follow instructions from the cover sheet DROP SHIP MANUAL PAGE - 29

30 VERSION 1.1 Attachment 4 PAGE - 30

31 Attachment 5 DROP SHIP MANUAL PAGE - 31

32 VERSION 1.1 Attachment 6 PAGE - 32

33 CHANGE HISTORY LOG Revision Effective Date Description of Changes Approved By /18/2014 Creation of Drop Ship Manual Michael Brough /14/2014 New Logo Added Michael Brough DROP SHIP MANUAL PAGE - 33