Embed Size (px)
Citation preview
1
Drop Ship Vendor Operational Manual
June 2017
January 2017
2
Table of Contents
Drop Ship Program Overview..............................................................................................................4A. Document Purpose........................................................................................................................................4B. Terminology..................................................................................................................................................4C. TRU Drop Ship Vendor Onboarding Overview...............................................................................................4
1. Onboarding Management.........................................................................................................5
2. Drop Ship Assortment Selection and Item Setup.......................................................................6A. Approved Product Submissions.....................................................................................................................6B. Cost of Goods, Product Pricing, Fees & Allowances......................................................................................7
3. Order Processing Interface Setup - CommerceHub....................................................................8A. CommerceHub Interface...............................................................................................................................8B. DS Order Process Overview...........................................................................................................................8C. CommerceHub Service Solutions...................................................................................................................9D. CommerceHub Contact Information...........................................................................................................10E. Invoicing and Financial Reconciliation........................................................................................................10
1. Ship Notification (EDI 856) with Invoice Information............................................................................102. Invoice Reconciliation...........................................................................................................................11
4. Shipping, Fulfillment Guidelines & Carrier Enablement............................................................12A. Shipping......................................................................................................................................................12B. Fulfillment Guidelines.................................................................................................................................13
1. Purchase Orders (Customer Orders)....................................................................................................132. On-time Fulfillment.............................................................................................................................133. Shipped / Cancelled - Order Status Updates........................................................................................134. Order Cancellations.............................................................................................................................145. Shipment Confirmation.......................................................................................................................146. Shipment Errors...................................................................................................................................157. Un-deliverables and Customer Refusals..............................................................................................15
C. Carrier Enablement.....................................................................................................................................151. TRU Prepaid Freight Billing Setup........................................................................................................16
D. Product Packaging......................................................................................................................................16E. Returns.......................................................................................................................................................16
5. Launch and Stabilization..........................................................................................................17A. DS Inventory Advice (EDI 846 or equivalent)...............................................................................................17B. DS inventory availability policies:................................................................................................................18
6. TRU System and Process Verification for Launch......................................................................18
7. Customer Service.....................................................................................................................19A. TRU Customer Service Commitment...........................................................................................................19B. TRU DS Vendor Customer Service Commitment..........................................................................................19C. Product Recalls...........................................................................................................................................19
January 2017
3
D. Parts Replacement......................................................................................................................................20
8. Drop Ship Vendor Partnership Evaluation – Post Launch.........................................................20A. TRU Drop Ship Compliance Program...........................................................................................................20B. Compliance Program Management............................................................................................................21C. Service Level Agreement (SLA) – Shipping On-Time....................................................................................21D. Order Cancellations....................................................................................................................................21E. Timeliness of Advancement Shipment Notifications (Late ASNs)................................................................22F. Daily Inventory Updates..............................................................................................................................22G. Reporting/ Transactional ID........................................................................................................................22
9. TRU Drop Ship Key Contact Information..................................................................................23
January 2017
4
Drop Ship Vendor Operational Manual
Drop Ship Program OverviewThe Drop Ship (“DS”) program for Toys “R” Us, Inc. (“TRU”) is a strategic program intended to directly support TRU’s goal to bring customers high quality, high value products with a breadth and depth of assortment that meets the expectations and needs of our ever growing customer segment. The DS program leverages vendor partnerships to provide competitive assortments as well as fulfill and ship orders directly to TRU customers. The DS program has established policies and guidelines which are designed to ensure vendors consistently maintain the TRU brand, service levels and customer shopping experience on the TRU site such as Toysrus.com and Babiesrus.com or portfolio of sites. Those policies and guidelines are defined in detail in this Drop Ship Operational Manual.
A. Document PurposeThis document is intended to assist vendors in setting up the necessary infrastructure to participate in TRU’s DS program. Vendors may need to modify their internal processes, make system modifications or purchase equipment in order to meet program guidelines.
B. TerminologyTerminology and acronyms used in the Drop Ship Operational Manual includes but are not limited to the following:
o DS = Drop Shipo TRU = Toys “R” Us, Inc. o CHub = CommerceHub o DTC = Direct to Consumero PO = Purchase Order o EDI = Electronic Data Interchangeo SKU = Stock Keeping Unit (single unit of a product within a line item)o Vendor SKU = DS Vendor’s item or manufacturer number]o Merchant SKU = TRU Item number or SKNo EDQ = Enterprise Data Quality, the system in which you will complete item setup for TRUo ECM = Enterprise Content Management o UID = Unique Identifier o UPC = Universal Product Code (12 digit UPC)o EAN = European Article Number (13 digit UPC)o IAN = International Article Number (13 digit UPC)
C. TRU Drop Ship Vendor Onboarding OverviewDS Vendor Onboarding refers to the set-up process DS vendors will go through until they are LIVE on the Toysrus.com website. If selected to participate in the TRU DS Program by the buyer, vendors will receive a welcome packet containing the TRU DS onboarding documentation. Processing of the required Vendor onboarding documents will start the DS onboarding process.
While implementation timing will vary among vendors, the typical Onboarding process (Diagram A below) takes 1-4 weeks. Please review the Key Milestones as they are outlined. The process starts with “Onboarding Management” and concludes with “Launch & Stabilization”. This may also serve as your onboarding checklist and implementation time line allowing Vendors to secure resources if needed.
January 2017
5
Diagram A – Drop Ship Vendor Onboarding Process Overview
1. Onboarding Management Vendors should review the vendor introduction packet and agree to the program requirements or discuss any operational challenges or questions with internal staff. Drop Ship questions can be directed to the TRU Drop Ship team at [email protected].
If you are a NEW Vendor to TRU, you will complete a two-part vendor onboarding. Please see Part 1 and Part 2 below. If you are an Existing TRU Vendor and newly joining the DS program, you will complete Part 2 only.
Part 1: Obtain a TRU Vendor Number (NEW Vendor to TRU)o The TRU Vendor Setup team will facilitate the setup and establishment of your TRU Vendor Numbero For requirements on becoming a Vendor please see the “Becoming a Vendor” link on the homepage of
the Vendor Extranet at https://vendorconnect.toysrus.com/o If you are a DROP SHIP ONLY vendor, you will not complete EDI testing with TRU o EDQ item setup training is required for all new vendors
January 2017
6
Part 2: Drop Ship Setup and Onboarding (New & Existing TRU Vendor)o Buyer approval must be emailed to TRU Drop Ship team o All DS set up documents are expected to be completed and submitted to [email protected] no later
than 1 week after receipt. Vendors will receive the DS Vendor onboarding documentation which consists of the following:
• DS Onboarding Form – provides all contact information for Drop Ship• DS Warehouse Form (one for each warehouse fulfilling orders) – facilitates selected TRU carrier
setup• Vendor must provide email acknowledgment that the Drop Ship Operational Manual has been
reviewed - Vendors must agree to follow the policies and guidelines set forth by TRU. TRU requires vendors to review policies and procedures and acknowledge agreement at the time of document execution.
o Conform to all TRU operational requirements:• TRU Drop Ship Vendors are required to establish a relationship with CommerceHub, our 3rd party
order broker. This is the ONLY method to which a Drop Ship vendor will receive direct to consumer orders from TRU.
• Drop Ship Vendor shall perform the services of order processing, customer service, fulfillment to include cost of picking, handling (physical or mechanical), de-assorting, boxing, over wrapping, dunnage, the cost of supplies and any network charges or CommerceHub charges to meet the TRU guidelines.
2. Drop Ship Assortment Selection and Item SetupToys “R” Us/Babies “R” Us Buyers are responsible for selection and final approval for all DS Vendors assortments that will be promoted on Toys “R” Us/Babies “R” Us website or portfolio of sites. For initial assortment, vendors will present the TRU/BRU Buyers with their strongest selling products for consideration, which are representative of the breadth and depth the vendor has to offer.
Online assortment:o Create a plan to broaden the assortment offering post the initial assortment launch for TRU online.o Recognize unique merchandising opportunities to expand online sales:
• Style extensions into ‘unlimited’ colors and sizes.• New product categories to expand customer base.• Products not practical for in-store marketing (oversized, lower/higher-value etc.) • Test market for new products before placing them in stores.
A. Approved Product SubmissionsDS Vendor agrees that the list of items included in the assortment for sale on the TRU site may be modified at any time by the TRU buying team and selected at the discretion of the TRU buying team.
DS Vendor will provide TRU with applicable images and descriptions for all merchandise to be made available for sale on the TRU site and fulfilled by DS Vendor. Vendors are required to provide information to support the setup, presentation and selling of merchandise on the Toys “R” Us/Babies “R” Us website or portfolio of sites:
Digital assets are required for all DS products. Physical samples are NOT required for DS product.
January 2017
7
DS Vendor will provide TRU with correct catalog data including but not limited to: o UPC numbers o Required TRU safety information o Unit cost o Suggested Retail cost o Age rating information o Accurate title descriptions o Accurate and detailed product content o Battery type and quantity o Image o Item weight (in lbs.) o Shipping weight per item (in lbs.) if different than item weight o Length, Width, and Height of each item (in inches) o Length, Width, Height of each item's shipping container (in inches) if item cannot be combined with others for
shipment.
The Drop-Ship Vendor is 100% responsible for this content and image specifications. TRU may elect to not promote product to the website which does not meet these standards at TRU’s sole discretion.
The link below will take you to our online EDQ University Training. There you will find a link titled “EDQ Vendor Training Videos” which will walk you through the vendor item setup process. Please note: You must first have a TRU Vendor Number and log in credentials to access the training. https://vendorconnect.toysrus.com/vendorextranet/content/dsp_whats_new_at_tru.cfm
B. Cost of Goods, Product Pricing, Fees & Allowances
Cost of Goods & Product Pricing: o Costs submitted will be the binding cost and cannot be changed without Buyer approval. o Cost includes related product, manufacturing costs, warehousing labor, picking labor, assembly labor,
matching labor, shipping labor and customer service costs.o Cost updates must be submitted in EDQ by DS Vendor. o Vendors should notify their TRU buyer at least 30 days in advance for product cost changes. Cost changes are
not approved until the TRU buying office accepts and processes the change in EDQ and downstream systems.o Orders placed prior to the cost update in TRU systems will generate fulfillment orders at the cost of goods in
the TRU system at the time the order was placed. Vendors should ship the order at the cost listed on the fulfillment order. Costs submitted via a customer PO through CommerceHub must be honored and fulfilled as to not impact the customer.
o Cost updates will not be granted retroactively on purchase orders fulfilled by DS Vendor. o Cost changes are time sensitive and must NOT be made on Friday’s or over a weekend. o If DS vendor enters cost changes in EDQ and immediately enters new cost on the CommerceHub inventory
file BUT the Buyer has not approved and processed the cost changes on TRU side, the items will hit the TRU “Cost Exception Report” and be taken down off of the site until the discrepancy in cost is resolved. This should be avoided as it causes lost sales and site exposure of all impacted items.
o MAP pricing or retail pricing must be discussed with your TRU Buyer
Fees & Allowances:o Markdown Allowance: This will be discussed on an item by item basis with DS Vendor as necessary by the TRU
buying officeo Return Goods Allowance: This will be calculated based on the category of goods at the category averageo Promotional Allowance: This will be discussed with DS Vendor as necessary by the TRU buying office
January 2017
8
o Free Shipping Allowance: This will be discussed with DS Vendor as necessary by the TRU buying office
3. Order Processing Interface Setup - CommerceHub TRU has partnered with CommerceHub Technologies, Inc. (CommerceHub), a third party order processing and services provider. This partnership provides visibility across the external TRU Vendor fulfillment network and compliance components specifically for drop ship. It also allows vendors to meet TRU program and operational requirements regardless of the vendor’s technological capabilities or connections.
All DS vendors are required to establish a direct connection to the CommerceHub vendor network. Vendors must maintain an active CommerceHub connection to receive and process orders. Vendors are responsible for all costs associated with using CommerceHub, including setup fees, transaction fees, subscription fees or any other applicable fees associated with the transmission of data. CommerceHub offers vendors several service solutions to comply with the TRU order processing and compliance requirements.
A. CommerceHub InterfaceOnce a vendor has submitted the required and completed onboarding documents, TRU will provide vendor contact information to CommerceHub. They will then send information about their services, the CommerceHub Supplier Agreement and the connection options for the TRU DS program.
Vendors must complete the following: o Select a connection type: Integrated Connection or use the Order Stream Web app (Browser Connection).o Sign and return the CommerceHub Supplier Agreemento Complete applicable testing and training in the CommerceHub “Test Environment” or Web-based Browser
tutorial. o Complete coding of TRU’s branded packing list if not using the pre-populated packing lists provided through
CommerceHub. – Packing Slips must be approved prior to use with live orderso A Vendor will be moved into the production environment in CHub upon passing testing and completing the
CommerceHub training.
B. DS Order Process OverviewThe DS order process leverages CommerceHub to broker order transmissions to/from DS vendors.
1. DS Vendors provide a positive inventory position to TRU via the CommerceHub inventory file (EDI 846) .
2. A customer places an order for a product via the TRU website, portfolio of sites or call center. 3. When an order is placed, TRU obtains a credit authorization (reservation of funds / fraud check) for the order.
NOTE: TRU cannot collect payment from customers until the order is confirmed as Shipped in CommerceHub.4. TRU transmits customer orders real time, daily, to CommerceHub who in turn brokers the order to DS Vendors. 5. Vendors pick up DS PO’s (EDI 850) from Commerce Hub via an integrated (e.g., EDI, XML, FTP) or Web Browser
connection. 6. The Vendor fulfills the PO, includes the TRU branded packing list and ship label, and ships the order to the
customer’s designated ‘ship to’ address.7. The Vendor then closes the order in CommerceHub by associating a Shipped or Cancelled status with each line
item on the PO and providing valid tracking information and unique invoice number.8. CommerceHub sends all closed PO information to TRU, who parses the confirmation message and updates the
customer order data to obtain payment from customer and sends the customer ship confirmation e-mails.
January 2017
9
C. CommerceHub Service SolutionsCommerceHub’s supplier solutions are designed to make it simple for vendors to participate by offering different connectivity options that will enable its partners to be 100% compliant with TRU DS requirements. A CommerceHub Client Services representative will assist vendors in determining what type of solution best fits a vendor’s order processing needs. Below in (Diagram E), is a brief introduction to CommerceHub’s Web-based and Integrated connection options.
Diagram E - CommerceHub Connections
Option 1: Browser Partner - CommerceHub Drop-Ship MasterThis web-based solution offers a flexible option for low order volume relationships. This solution enables a vendor a quick cost-effective setup option to receive TRU customer orders for fulfillment through a browser connection. Using the web-based application, a vendor only needs internet access and a standard printer to become 100% compliant with TRU’s program. Vendors will have visibility to order status, customized downloadable packing slips which meet TRU branding standards, and access to queries and reporting on TRU orders.
Option 2: Integrated Partner The Integrated Partner solution is for higher velocity and automated communication. Integrated vendors exchange data, such as order confirmations and shipment confirmations, in predefined file formats. CommerceHub supports many different file formats with delivery options including web-enabled file transfer, File Transfer Protocol (FTP), VAN or AS2. This solution allows you to transfer TRU orders directly to your system without manual order entry. Vendors may choose to integrate one or all of the transactions required by TRU. Becoming an integrated supplier offers many benefits including:
• Speed: Integration allows suppliers to save time, personnel and energy by automating the process of data exchange.
• Reliability: Integration reduces the human error of non-automated data exchange.• Cost Savings: With greater speed, increased reliability and efficiency, integration will save you time,
errors and ultimately money.
Option 3: Custom Integration CommerceHub will work with each vendor to determine, if a custom integration is needed.
January 2017
10
D. CommerceHub Contact InformationCommerceHub has several functional areas to support the vendor relationship. Any of the contacts referenced in each department can and will offer assistance to you at any point in time. TRU will contact CommerceHub to start working with a vendor when all required program documentation is complete. CommerceHub will not engage with a vendor on behalf of the TRU Drop Ship program unless prior authorization is provided by TRU.
o Vendor Sales Support Team -- Responsible for communication with any new SDF vendors for the retailer. This team works to provide and obtain vendor subscriber agreements, helps suppliers determine what connection type they need with CommerceHub®, and works very closely with the Vendor Implementation team. Email: [email protected] Phone: 518.810.0700
o Vendor Implementation Team -- Responsible for supporting the integration of new DS vendors. This team works with each vendor to assess their capabilities and establish a quality connection to the Hub and works with the TRU Onboarding team to manage account setups, testing and certification for all connections. Email: [email protected] Phone: 518.810.0700
o Client Services/Customer Support (CS) Team -- Responsible for the day-to-day monitoring and support of the vendor’s production environment and should be considered the vendor’s primary point of contact for any production related inquiries. The CS team is available between the hours of 8AM and 6PM Eastern, Monday - Friday, as well as after hours on-call support. Email: [email protected] Phone: 518.810.0700, opt. 2
E. Invoicing and Financial ReconciliationToys “R” US does not accept paper invoices. All invoicing must be done through the CommerceHub ship notification EDI 856 in order to ensure proper processing and accurate reconciliation. Payment terms and any applicable fees will be as outlined and established during Vendor Setup.
1. Ship Notification (EDI 856) with Invoice InformationInvoicing information is transmitted as part of the confirmation transactions and is the final communication in the initial order life cycle. TRU has established a number of procedures to ensure that Vendor invoices are paid efficiently and within your agreed payment terms.
o Our ability to process timely and accurate payments start with TRU’s ability to send your agreed cost on the EDI 850
o Our ability to process an ASN 856 which is your invoice as well as your shipment confirmation o No paper invoices are acceptedo Invoice numbers must be unique to the closed line shipmento Every week Toys “R” Us will batch your ASN 856 transmissions with the corresponding invoice numbers
received from you for the preceding week based on Toys “R” Us Fiscal Calendaro The batched ASNs will be rolled up to one 6digit PO number, a 10 digit TRU Master Invoice and a receipt
to book the sale for each vendor. All TRU Master Invoice Numbers will begin with 8401o Toys “R” Us will provide you a monthly detail report of all your invoiced transactions that are rolled up
under the TRU Master Invoice Numbers to assist you with reconciliation of your account.
January 2017
11
2. Invoice Reconciliation TRU must reconcile payments with our DS vendors. This includes the unit costs, any additional applicable fees at the line item level, total invoice amount and an invoice number. TRU will only reconcile financials per the electronic transaction processed via CommerceHub. Paper invoices will not be processed or paid.
The TRU Accounts Payable department will deduct the applicable negotiated allowances and any compliance violations accrued from the invoice and remit payment to the vendor. Compliance violations will be deducted from the vendor’s invoice in the payment period in which they occur. The MVPP portal allows TRU DS Vendors visibility to check remittance information which list ONLY the TRU Master Invoice Numbers.
You can review your check remittance details via MVPP on TRU Vendor Extraneto Please reference the MVPP Access manual for comprehensive detailso Please reference the MVPP Guide for comprehensive details
Your drop ship transaction invoice details rolled up within the TRU Master invoice will be sent to you on a monthly basis via email address [email protected] . This is a no-reply email address. The reporting will list all your invoices that have posted to our Trial Balance to be paid within your agreed payment terms. File away your monthly reports for reconciliation purposes.
Contact [email protected] if you should have any questions regarding your DS payment information.
All other information regarding payment can be found on the vendor extranet by following this link: https://vendorconnect.toysrus.com/vendorextranet/index.cfm
F. TRU Branding and Packing SlipBranding is an important part of the TRU DS program as vendors are representing TRU and acting as an extension of their supply chain whenever they fulfill and ship a product to a TRU customer. The goal is for DS vendors to provide a consistent brand image as to remain invisible to TRU customers.
DS Vendors are required to produce and include in each package, a packing slip in accordance with TRU’s specifications. The printing of gift messages (on a line-item basis for multi item shipments or a shipment level basis for single item shipments) is required as part of the services. Vendors can comply with TRU branding specification by leveraging a CommerceHub Generated pack list or create their own as a Vendor Generated pack list. The approved packing slip is available for download from CommerceHub’s resource center under the “Packing Slip Guide” link. Below is a link to a pdf version of the guide.
o CommerceHub Generated: Enables a vendor to download .PDF file of the completed and fully compliant TRU branded packing slip. All vendors can use this option.
o Vendor Generated: Requires a vendor to produce the TRU/BRU branded packing list from its own systems. Vendors must strictly adhere to TRU specification and TRU must approve the pack list prior to use. Branded packing slip samples must be sent to [email protected] for approval. Rejected branded pack lists must be modified to meet the branding specifications or in accordance to requested changes from TRU.
January 2017
12
Usage of TRU Logos: The TRU/BRU logo cannot be altered and must maintain the colors, specifications and proportions provided. Only vendors printing the TRU packing list from their internal systems will need the TRU/BRU logo as it is pre-formatted on CommerceHub’s downloadable packing slip. Vendors can download the approved formatted logos from CommerceHub’s resource center under the “Packing Slip Guide” link. Below is a link to a pdf version of the guide.
4. Shipping, Fulfillment Guidelines & Carrier Enablement
A. Shipping With the intention of providing the best possible service and consistency to our customers, TRU has established the following operational shipping requirements:
o Carrier/Service Level Codes: TRU customers have several choices for shipping service levels. Vendors are responsible for specifying the carrier and service level used in the shipment confirmation. There are several valid carrier and service level code cross-reference groups that vendors can use. CommerceHub will provide Vendors with the appropriate cross-reference mapping groups upon Vendor setup with them.
o Tracking: Vendors must ensure tracking information is attached to each order and to each subsequent advanced shipment notification (ASN). Tracking numbers must be unique for each box within an order, as applicable.
o Comingling: Vendors are required to group all sortable merchandise with regard to each order being shipped to the same address into the fewest number of boxes prior to shipping such merchandise to the customer.
o Shipment Availability: In the event that some sortable merchandise in an order is available for shipment prior to other sortable merchandise in connection with the same order, Vendor shall ship the merchandise subject to availability.
o Carrier Claims: Title and risk of loss will pass to TRU upon the delivery of the applicable Merchandise to the common carrier at the point of shipment
Vendors must comply with all applicable Federal Trade Commission (FTC) mail order rules and any other legal requirements with regards to the fulfillment of orders. Orders must be shipped in accordance with the applicable service level standards and agreed upon service level agreement (SLA). This is the total time spent to process an order, including Vendor processing time of the order, packaging of the product, and receipt by the TRU carrier or other carrier.
The standard expectations for service levels are defined as follows: o “Days” shall refer to calendar days - Monday through Fridays o “Weeks” shall refer to calendar weeks - Monday through Fridays o “Hours” shall refer to clock hours - Monday through Fridays
Service Level Description Metric Window Maximum Cycle Time
Order Cycle time - From delivery of the EDI 850 to Vendor to the receipt of the EDI 856 by TRU
Monthly
Within 24 hours 24 Hours1-2 Days 48 Hours2-3 Days 72 Hours1-2 Weeks 336 Hours3-5 Weeks 840 Hours3-5 Weeks 840 Hours
January 2017
13
B. Fulfillment Guidelines DS Vendors will be responsible for picking, assembling and packaging for shipment of all accepted orders, and will be responsible for all costs and expenses associated.
All information related to customers, including without limitation, name, address, email address, telephone number, order information, shipping information and any other information or data, is and shall always remain the sole property of TRU or its affiliates. DS Vendor shall strictly comply with TRU’s privacy policy as the same may be amended from time to time. Marketing or promotional information may never be included in TRU customer order shipments.
1. Purchase Orders (Customer Orders)TRU DS purchase orders may only be received via CommerceHub. These purchase orders are live customer orders. Vendors should consult CommerceHub’s Vendor Implementation Team for integration specifications and questions, as these will vary based on the CommerceHub connection type selected by the vendor. Vendor integration specifications should be set up to accept PO’s with single line/single item, single line/multiple item, multiple line/single item, and multiple line/multiple item PO transmissions. Each PO has only one “Ship To” address. Combining multiple fulfillment orders with the same “Ship To” address is not acceptable.
PO’s are transmitted from TRU to CommerceHub in real time transmissions on a daily basis.
2. On-time Fulfillment It is essential that vendors fulfill customer orders on-time to ensure an on-time delivery. Vendors are encouraged to pick up customer orders the same day they become available in CommerceHub. On-time fulfillment guidelines are as follows:
o Vendors are responsible for shipping orders within the agreed upon Service Level Agreement (SLA)o A fulfillment order is not considered shipped until the ship notification or EDI 856 is processed in
CommerceHubo A DS order is considered Delinquent when any of the line items on a DS order do not have an associated
order status update after the SLA is expiredo Open orders beyond the agreed upon SLA are considered delinquent and therefore subject to compliance
infractions o Vendors are expected to meet a fill rate of 98% of total monthly orders within the agreed upon SLAo Fulfillment errors must be < 0.1% of accepted DS orders. Fulfillment errors consist of but are not limited
to: Missing Product, Incorrect Item/Color, Damaged product
3. Shipped / Cancelled - Order Status UpdatesVendors should consult CommerceHub’s Vendor Implementation Team for integration specifications and questions on submitting order status updates, as they will vary based on the connection type selected by the vendor. There are a few key order status specifications that vendors should be aware of:
o TRU does not permit back orders. Vendors are NOT permitted to hold orders past the agreed upon SLA unless approved by the customer. DS Vendor must work with the TRU Customer Service team to contact the customer if such a situation should occur
January 2017
14
o NO product substitutions are permissible unless approved by the customer in such instance as provided above o TRU will enforce a “Fill or Kill” policy at the line level for DS orders. If you cannot ship the quantity defined in
the purchase order at each line level, you must cancel the entire line not the entire order. Vendors can split lines within one order and ship one line today and others line at another time or ship one line and cancel other lines. But the quantity of the line order cannot be modified or split, no partial fulfillment will be accepted
o All line items on the PO are required to have an order status (Shipped/Cancelled) associated with it for the order to CLOSE
o Vendors may submit multiple order status updates at the line item level per fulfillment order
4. Order CancellationsOccasionally fulfillment orders must be canceled due to the vendor’s inability to fulfill the item, or at the request of TRU. Vendor initiated cancellations should only occur for out-of-stock or product availability issues.
o Fulfillment orders that cannot be fulfilled due to a lack of inventory should be canceled as soon as possible and no later than the agreed upon SLA in order to avoid delinquency penalties.
o Any order canceled by a DS Vendor due to Out of Stock (OOS) will be considered non-compliant and potentially incur a chargeback
o For non-product availability related issues preventing a vendor from fulfilling an order (i.e., Cancel at Merchants Request, Incomplete Ship-to Address, unable to identify the product ordered, etc.) vendors should contact the TRU Drop Ship team at [email protected] to resolve the problem prior to cancelling the order.
TRU or Customer initiated cancellations may also occasionally occur due to buyer’s remorse, fraud, or other reasons.
o TRU asks that vendors make a best effort to stop shipment on customer requested cancellations. If the request can be accommodated, then the order should be canceled in CommerceHub.
o If a vendor cannot comply with the cancellation request they must notify the TRU and provide the order tracking information. TRU may be able to have the package re-routed via our preferred carrier or instruct the customer to refuse delivery of the package in which case the package would return to the DS Vendor’s facility
Cancelling an order in CommerceHub while still physically shipping the order causes customer confusion as they will receive a confirmation email with the cancellation of their order. It also exposes the Vendor to potential financial loss as TRU has NO WAY to pay the vendor for that product.
5. Shipment ConfirmationIt is very important for vendors to submit all of the required information at the appropriate level in the Ship Confirmation status. This includes Ship date, quantities shipped, tracking number(s), appropriate carrier code and associated service level.
o All shipment confirmations (EDI 856) must include the shipper’s tracking number and indicate the actual carrier and service level used on the shipment
o Multiple tracking numbers (for multiple carton products) must also be provided in CommerceHubo Adding multiple tracking numbers is dependent on a Vendor's connection type. Instructions for adding a
tracking number(s)/boxes can be found in your connection specific setup guide in the Resource Center of CommerceHub in OrderStream.
January 2017
15
o You may also contact HubHelp on CommerceHub.com / 844-HUB-HELP (844-482-4357) for assistanceo For SmartPost, enter the USPS tracking and NOT the Home Delivery or Ground tracking
• The USPS tracking should contain 22 digits. If it contains more than 22 digits, then it is likely including the Application Identifier (3 digits) and/or the Zip Code (5 digits) before the tracking number.
• Submitting more than 22 digits into Commerce Hub is not an issue for TRU to reconcile, but it can create confusion for customer tracking and will break the active link in customer confirmation emails
• All tracking information entered into CommerceHub is customer facing.o TRU does not pre-determine if a package should be shipped SmartPost from a Vendors facility due to
variations in packaging and ability to combine orders where possible. Please notify your onboarding manager if you require the SmartPost code to be sent to you in the EDI 850. They will enroll you in a program that enables this code to be sent.
o Vendors are advised to map the appropriate amount of numeric characters in their own systems for the tracking information as to not allow them to be cut off when entered into CommerceHub
6. Shipment ErrorsShipment errors may result in orders being lost in transit, or the customer receiving a product he/she did not order. These errors will be handled in the same fashion as damaged or defective returns if they meet one of the following definitions:
Vendor Damaged --- Merchandise in less than satisfactory condition due to quality (scratched/dented) or service Defective --- Merchandise quality does not reasonably meet expectations of its intended function to the customer. Shipping Error --- Merchandise received does not match order due to a shipping error.
o TRU Customer Service will contact the Vendor to provide details of the shipping error. o TRU may request Vendors to ship against a new PO as a method to replace the item(s) for the customer.o TRU will provide the Vendor with the appropriate shipping method to be used for the customer order.o The Vendor must not use the TRU prepaid carrier account for defective, miss-shipped or vendor damaged
(less than satisfactory condition due to quality, scratched or dented where outer shipping carton is in good condition with no damage) merchandise as it is a vendor expense.
7. Un-deliverables and Customer RefusalsWhen a package is returned directly to the vendor by the carrier due to customer refusal or the carrier’s inability to deliver the package it is considered an undeliverable.
o If a shipment is refused by the customer or returned directly to the vendor as an undeliverable, the vendor agrees to contact TRU Customer Service immediately (within 48 hours) at [email protected]. The TRU Customer Service Team will process a credit to the customer.
o Undeliverable merchandise should be returned to the Vendors inventoryo Vendors can either issue a credit to TRU for the cost of the undeliverable merchandise OR provide reporting to
TRU on a weekly, monthly or quarterly basis as to the undeliverable shipments received during each reporting period chosen. TRU will then take a credit from the DS Vendor for those items on a quarterly basis.
C. Carrier Enablement Toys “R” Us has partnered with designated carriers for small parcel and less-than-truckload (LTL) direct to consumer shipments. Vendors are expected to utilize this partnership and ship exclusively with carriers designated by TRU at its sole discretion.
January 2017
16
Upon Vendor onboarding for the Drop Ship program, TRU will establish prepaid accounts with each appointed carrier for Vendor use in shipping TRU DS purchase orders. TRU will communicate carrier information and account numbers to DS Vendors via email. Vendor will set up appropriate systems with each TRU designated carrier to ensure that all shipments of orders will be billed to the correct account number. In addition, Drop Ship Vendor will integrate each carrier into its shipping / manifest systems to ensure that tracking information will be attached to each Order and to each subsequent advanced shipment notification (ASN).
Vendors must get pre-approval from TRU to leverage a Vendor paid/add agreement. Failure to leverage a TRU approved carrier or receive pre-approval to leverage an alternative carrier may result in denial of payment of shipping charge remittance. Questions regarding TRU transportation agreements or approved carriers can be directed to [email protected]. All shipments, regardless of the freight payment terms, must adhere to the branded shipping label specifications.
The Routing Guide, which includes the TRU Shipping Matrix, parcel carrier enablement, label endorsements and shipping label specification may be found on the Vendor Extranet (https://vendorconnect.toysrus.com/) in Section 12.23.8 of the Domestic Vendor Guide.
1. TRU Prepaid Freight Billing SetupThe DS Onboarding Manager will contact designated carrier(s) to obtain unique, prepaid billing account numbers for each warehouse location managed by the DS Vendor. They will supply you with these account numbers and work with you to coordinate a field representative to assist with enablement if necessary.
Please use the following address when setting up TRU Prepaid Billing accounts:Green Mountain Technology 5860 Ridgeway Center Pkwy #401 Memphis, TN 38120
D. Product PackagingCertain vendor marketing information (e.g., phone number for direct sales) should not appear on the outermost shipping carton. Vendors may be required to Over-Box selected merchandise or modify the shipping cartons if it is determined that the vendor’s branding and/or marketing material results in channel conflict with TRU or creates customer confusion. TRU must approve all shipping cartons with vendor related branding or marketing copy prior to use. TRU may require Over-Boxing in order to reduce the risk of theft during shipment. Vendors are responsible for adequately packing all of the products. If vendors have not tested the durability of their packaging, the International Safe Transit Association’s (ISTA) transportation and vibration packaging standards are good resources for ensuring products meet the minimum requirements to withstand the shocks and stresses normally encountered during handling and transportation of merchandise.
E. ReturnsTRU will accept returns for merchandise sold through the TRU portfolio of sites, provided that such merchandise is returned within ninety (90) days after receipt by the applicable recipient, or in such condition: unused and re-saleable, truly defective, or damaged during the course of shipment from DS Vendor to TRU’s customer. All returnable products are to be sent to the TRU returns center/distribution center designated by TRU. Returns may also be made at TRU store (brick and mortar) locations. TRU DS customer returns are NOT directed to DS Vendor’s facility(s). Returnable product costs will be reconciled through the Return Goods Damaged (RGD) allowance. DS Vendor may responsible for reimbursement to TRU for any shipping charges incurred by TRU in connection with any returned damaged products where product is deemed damaged prior to shipment and not as a result of shipment OR where DS Vendor failed to properly package goods to protect from damage during shipping.
January 2017
17
o There should not be any direct communication between a vendor and TRU customers unless requested by TRU or contacted directly by TRU DS customer (i.e.: product specific questions like parts replacement).
o In the event a customer return is sent directly to a DS Vendors facility, TRU asks that you treat the return in the same fashion as an undeliverable as mentioned in section (4.B.7) above. Vendors may also contact the TRU Customer Service team [email protected] or the TRU DS Team [email protected] for further assistance.
5. Launch and StabilizationYour DS Onboarding Manager will confirm completion of the TRU DS onboarding requirements, CommerceHub setup, validate carrier account enablement, shipping label approval and assortment setup.
Vendors are required to complete the following steps in preparation for launch:o DS Assortment Setup
• Vendors should work with their TRU buying office to establish and setup the appropriate assortment for DS.
• DS Vendors will also be asked to confirm receipt of the TRU SKN assigned to each item during assortment setup by their TRU buying office.
o Validate Inventory• Vendors should validate inventory availability for the TRU DS assortment approved and setup in
coordination with the TRU buying team and communicate any issues with item availability immediately.
o Populate CommerceHub Inventory File • Vendors should ensure they have access and are working in the production environment of the
CommerceHub Inventory file. This file must be populated correctly prior to launch.
A. DS Inventory Advice (EDI 846 or equivalent)DS Vendors are required to ensure inventory availability is updated daily via the CommerceHub EDI 846 inventory file. This communication drives the product inventory availability or “buy button” as well as customer facing “out of stock” or “email me when available” messaging. It also allows items to promote to the appropriate TRU portfolio of sites. Only the TRU Buying office can trigger if an item is visible online in our portfolio of websites or MarketPlace Stores or remove an item from such site locations.
The inventory quantities associated with a vendor’s SKU in the inventory file will be transmitted to TRU in one full file feed Monday - Friday 1:30 a.m. EST. Incremental feeds are digested Monday – Sunday 7:00 a.m. – 10:00 p.m. EST.
Inventory quantity: When there is a positive inventory quantity associated with an item, the product will be displayed on site and will be available to sell. If there is a zero (“0”) value associated, the vendor product will either be displayed as “out of stock” OR not be displayed on site dependent upon how the item was setup by the buyer. In both cases, the item will not be available to sell. Vendors MUST NOT populate the file with a “null” value or “negative” value as these values will not be recognized. As such, product will remain with the last positive, whole number inventory quantity reported in the inventory file.
Availability status: All items with an inventory status of “Available” should have a positive inventory quantity populated in the file. For items with an inventory status of “Unavailable” or “Discontinued” where a Vendor is posting positive inventory - the item will transmit to TRU reflecting a zero “0” quantity based on rules in place with CommerceHub. Vendors MUST change the inventory status to “Available” with a positive inventory quantity for the item to populate to the site.
January 2017
18
CommerceHub will provide vendors with specifications and/or training for setting up inventory. Technical setup issues should be directed to the vendor’s assigned CommerceHub implementation manager at [email protected] and/or CommerceHub Customer Support at [email protected].
B. DS inventory availability policies:o Inventory communicated to TRU is expected to be 100% available for TRU customers. TRU will take order
quantities up to the reported available inventory levels. The CommerceHub inventory file is NOT dynamic and does not decrement based on TRU DS orders taken. DS Vendors must have visibility to this in their own warehouse management system.
o Vendors will submit inventory quantities at least daily during standard business days o Vendors should anticipate inventory needs based on historical sell-through and anticipated promotionso Available inventory must be reported at the SKU levelo Drop Ship vendor will maintain at least ninety-eight percent (98%) or better in-stock position at all times for all
merchandise sold through the portfolio of sites and MarketPlace stores o For out of stock products, vendors are required to zero (”0”) out inventory the same business day.
Any order that cannot be filled within the agreed upon SLA due to the lack of inventory should be canceled. Backorders and substitutions are NOT permitted.
o For Discontinued SKU’s, vendor must advise their TRU buying office and update the SKU status in the CommerceHub inventory file
Inventory should continue to be reported on the discontinued SKU until the product inventory is completely depleted. When an item is no longer available and/or once inventory is depleted, the inventory for that SKU must be updated to zero (“0”) units in the vendor inventory file. This inventory quantity should be reported for a minimum of 48 hours after such time the SKU should be removed from the inventory feed
6. TRU System and Process Verification for LaunchAs a DS Vendor of TRU, you are required to complete the last step of launch verification. If this step is not completed, the Onboarding Manager may work with your respective buyer to remove items from the site for sale until all documentation is received and/or all requested changes and requests are satisfied.
CommerceHub ([email protected]) will notify the DS Vendor via email that their first order is ready to be received/downloaded. To ensure all back end processes are working as expected, we ask that you send an email containing the following elements to the corresponding DS Onboarding Manager as well as [email protected] prior to shipping out the order:
Email to [email protected] must contain: o Copy of the packing slip for the order receivedo Copy of the shipping label for the order received o 2 Images of the product as it is prepped for shipping:
• Image of the product from an “inside of the box” view (i.e. top down view of the product before the outer box is sealed)
• Picture of the outer box sealed and ready to for shipment with shipping label visible
Branding, Packaging and CommerceHub processing will be verified by your DS Onboarding Manager. All updates or change requests must be completed by Vendor and turned around in a timely fashion as to not exceed the agreed upon Service Level Agreement (SLA). Once approved, DS Vendor may ship out order.
January 2017
19
Please ensure the following: • Processing and ship confirm is completed within Service Level Agreement (SLA)• Order closure contains tracking number(s) and must be accurate• Carrier codes and shipping service levels must be present• Pack list must be original free of any additional markings• Outer packaging must be free of vendor branding or have been preapproved by TRU • Packaging must be sturdy and appropriate for the product being shipped
7. Customer Service
A. TRU Customer Service CommitmentTo provide our customers with an extraordinary experience before, during and after a purchase, our customer service department is set up to handle any issues that may arise in the process of vendor fulfillment. We strive to prevent any issues before they arise, however; in the cases where a customer is not 100% satisfied, our goal is to remedy the problem as soon as possible.
DS Vendors play a critical part in the customer relationship. They are an extension of TRU and thus, have a responsibility to provide an above satisfactory guest experience. TRU Customer Service will process customer service inquiries from the guest directly. DS Vendors must not reach out to the guest directly. DS Vendors should contact [email protected] for ANY issues that will impact the customer. All issues should be resolved to accommodate the agreed upon Service Level Agreement (SLA). Upon launch of a new DS Vendor, Vendors will be sent an introduction to their Order Management Coordinator who will provide email templates to be used when sending inquiries to our Customer Service team ([email protected]).
B. TRU DS Vendor Customer Service CommitmentPortions of Customer Service from a DS Vendor may also be critical in servicing the TRU Customer. DS Vendors will be responsible for providing customer service regarding Merchandise and Orders, at no cost to TRU. Vendor will promptly respond to TRU’s inquiries including telephone and/or email inquiries for but not limited to; up-to-date information regarding order status, cancellations, merchandise replacements etc. Responses MUST BE received within twenty-four (24) hours or (1) Business Day after TRU makes the applicable inquiry.
Ideally, vendors should provide contact information in the form of an email that reaches multiple people (i.e., distribution list), or a customer service queue that will be worked during regular business hours to ensure coverage independent of any one individual’s work schedule.
o All applicable DS Vendor contacts should be provided on the Vendor Onboarding Form, and include a point contact name, position title, e-mail and phone number.
o Change in contact information can be made via the TRU Vendor Extranet Security Administrator and/or sent directly to [email protected]
o Vendors must ensure that service requests can be processed throughout the year, even when the regular point person may be unavailable (e.g., vacation).
C. Product RecallsVendors must notify the TRU Buying office within 24 hours of awareness of the need to execute a product recall.
o Costs incurred by TRU as the result of a product recall may be charged back to the vendor/manufacturer (or debited from future invoices).
January 2017
20
D. Parts ReplacementProducts received without all of the required parts (including warranties and assembly instructions) or with some components damaged should be eligible for parts service by the vendor, so as to avoid a return.
o Vendors may provide direct contact information for Parts & Service if they have an adequately trained and staffed toll-free method to work with
o Replacement parts cannot be shipped using TRU’s Carrier billing accounto If parts are not available to complete the customer’s order, or if the vendor is unable to provide parts service,
then a replacement order will be issued for the customer at the vendor’s cost
Vendor will be responsible for any shipments that need to be replaced to the guest. The vendor is responsible for both the shipment and cost of goods under the following reason codes:
Number Code Definition Examples
1 Defective Item(s) Product has non-working, broken or missing parts. Defect may not be externally visible
Book pages missing or miss-printed; dust jacket missing
2 Wrong Item(s) / Switcheroo Item(s) received does not match item(s) ordered. Packing Slip may or may not be correct.
Customer received another customer's item(s)
3 Item(s) missing from shipment
Item(s) listed in shipment details were not included in shipment
Item(s) in multi-item shipment weren't included."FREE" items that should have been included with order were not included
4 Damaged due to FC handling
Item left FC and was already damagedDamage not visible from outside of package
Product itself torn, dented, stained, punctured, smudged
8. Drop Ship Vendor Partnership Evaluation – Post Launch
The Drop Ship Operational Manual is in place to ensure a seamless guest experience through the vendor. In order to maximize guest delight with third party fulfillment, TRU will audit the performance of its DS vendors periodically. DS Vendors are closely monitored and consistently evaluated for policy and process compliance. All violations and variances are managed closely for correction with the vendor.
Vendors are expected to follow all TRU policies. TRU reserves the right to terminate a partnership for non-action to repeated offenses of any policies listed in this manual.
o Vendors with extreme or uncorrectable issues will be evaluated for removal from the TRU DS programo Vendor service level performance and adherence to the policies will be monitored on an ongoing basis o Service level performance metric categories include, but are not limited to financial impact, operational
performance (e.g., fill rates, in-stock rates, service level agreement or SLA), policy compliance and relationship commitment.
A. TRU Drop Ship Compliance Program In order to provide TRU customers the best possible online experience, TRU is re-emphasizing the core expectations necessary to support a reliable, worry-free purchase online with the help of our DS Compliance program. The program will measure the effectiveness and reliability of our partners to support dropship customer fulfillment.
January 2017
21
The program measures four (4) key metrics that drive customer fulfillment. Inability to meet the criteria identified within the attached table will result in non-compliance.
Measurement Type Base Expectations: Non-Compliance is found when:Non-Compliance Fee:
Service Level Agreements (SLA)- On-Time Shipping
All orders are to be fulfilled, and shipment confirmation provided, within SLA assigned to item and agreed to with Toys"R"Us
Shipment confirmations, issued from the vendor, received after the SLA defined timeframe has elapsed will be seen as non-compliant.
$10.00per instance
Order Cancellations- Due to Vendor Out of Stocks (OOS)
Orders are to be fulfilled completely based on reported inventory availability (Orders canceled by merchant or customer are not included in metric)
Any order canceled by a Dropship vendor due to vendor Out Of Stock (OOS) will be seen as non-compliant
$5.00per instance
Advanced Shipment Notifications (ASNs) - LATE ASNs
Orders are to be closed, and ASNs generated, within 16 hours following the shipment of the order
ASNs received (orders closed) greater than 16 hours following shipment release will be seen as non-compliant
$5.00per instance
Daily Inventory Updates- Failure to Update Inventory
All vendors are expected to update inventory, for all items, a minimum of once per business day (24-hour period)
Failure to update the inventory position each business day will be seen as non-compliant
$0.00per instance
The TRU DS team is committed to clearly defining requirements, communicating any issues, and partnering with vendors to improve performance and overall customer satisfaction. The program will be reviewed quarterly and improvement, modification and changes will be an on-going process to continue to improve the programs’ effectiveness. Policy changes and program modifications shall be made from time to time. It is the DS Vendors responsibility to obtain updated versions of the Drop Ship Operational Manual. For Compliance violations and infraction inquiries please contact the TRU Compliance team at: [email protected]
B. Compliance Program Management TRU will be utilizing our partner, CommerceHub, to monitor and measure Drop Ship vendor performance. Orders seen in violation of these business rules will be identified and a weekly report will be distributed identifying the non-compliant exceptions. CommerceHub will be sending performance weekly recaps of non-compliant violations to the vendors and the TRU teams via email. Included within the email will be a record of the order, the violation(s) identified, as well as a transaction ID that will be associated with the summary violations and be displayed on any remittance should a chargeback be issued.
C. Service Level Agreement (SLA) – Shipping On-Time Expectations: All orders are to be fulfilled within the Service Level Agreement assigned to the item and agreed to with merchant.
o Orders exceeding the SLA will be found non-compliant. The SLA measures the amount of time from when the order is received into Commerce Hub and is available for pick-up and the shipment confirmation is sent back by the vendor with a valid tracking and invoice number.
o All Dropship items have a Service Level Agreement (SLA) assigned and this SLA drives the information on the website product detail page listed directly under the “Add to Cart” button.
o The SLA does not include Shipping time or take into consideration shipping method selected by the customer
D. Order CancellationsExpectations: Any order canceled by a Dropship Vendor due to Out of Stock (OOS) will be considered non-compliant and potential to incur a chargeback
o The orders included in this report are orders taken against positive inventory sent by the DS Vendor in the CommerceHub inventory file (EDI 846) and then cancelled due to OOS
o Orders cancelled at Merchants Request or due to Bad Address will not be included in this report
January 2017
22
NOTE: We will continue to enforce our “Fill or Kill” policy at the line level. If you cannot ship the quantity defined in the purchase order at each line level, you must cancel the entire line not the entire order. Vendors can split lines within one order and ship one line today and the other line at another time or ship one line and cancel other lines. But the quantity of the line order cannot be modified or split.
E. Timeliness of Advancement Shipment Notifications (Late ASNs)Expectations: ASNs closed and transmitted greater than 16 hours after shipment release from the warehouse will be identified as non-compliant
o A positive ASN is necessary to close the order, trigger the “Order Confirmation” notification, and complete the credit transaction with the customer
o It is critically important that orders are successfully closed (ASN released) as they ship and that valid tracking numbers are included in the ASN
F. Daily Inventory UpdatesExpectations: All vendors are expected to update inventory, for all items, a minimum of once per business day (every 24 hours). Vendors failing to update their inventory position each business day will be seen as non-compliant.
G. Reporting/ Transactional IDCommerce Hub will be sending a weekly report of all orders with infractions to designated vendor contacts via email. This file will contain records of violations identified during the previous week. A transactional ID will be assigned to each group of orders by infractions type. If a vendor has orders they have shipped out late (out of SLA) and orders they have cancelled in that week, they can expect to see two transaction IDs in the report they receive. They can also see this transactional ID listed on their check payment details to identify the chargeback.
January 2017
23
9. TRU Drop Ship Key Contact Information
TRU DS Vendors will work with an Assistant Drop Ship Onboarding Manager as their primary contact through launch into stabilization and beyond. This contact is responsible for managing a vendor’s Onboarding implementation timeline, completion of milestones and issue resolution. Although a vendor may interface with different departments at TRU to negotiate assortments or the transportation team to discuss carrier information, the Onboarding Manager will be working directly with the vendor through the onboarding process to ensure that all items are submitted by established onboarding milestones to meet TRU requirements. For a detailed list of TRU DS contacts, please refer to the TRU DS Contacts List:
TRU Corporate Headquarters:One Geoffrey WayWayne, NJ 07470
Drop Ship TeamNew DS Vendor Onboarding, General program questions, Operational concerns/issues, Carrier Assignment, Fulfillment IssuesEmail: [email protected]
TRU Buying OfficesAssortment updates, Assortment Management, Cost Changes and merchandising questions:Contact your individually assigned Buyer and Buying Team
TRU Customer Service (Customer Facing Contact)Email: [email protected]
Accounts PayableAll other information regarding DS payments can be found on the vendor extranet by following this linkLink: https://vendorconnect.toysrus.com/vendorextranet/index.cfm
ComplianceCompliance Violations and Infraction InquiriesEmail: [email protected]
Vendor Support: [email protected]
EDQ Support: [email protected] can be found on the vendor connect website under “Vendor University” or “FAQ’s”
CommerceHub Website: www.CommerceHub.comEmail: [email protected]: 518-810-0700 opt. 2Fax: 518-810-0701Vendors may also access HubHelp at CommerceHub.com 844-HUB-HELP (844-482-4357)
January 2017
