New ereturns Overstock Facility User Guide

Transcription

1 New ereturns Overstock Facility User Guide January 2009

2 New ereturns Overstock Facility CONTENTS Using Batch.co.uk to... Using Bertline 301 to... Using to... Make your Returns Request 4 Check for Authorised Returns 4 Confirm Despatch Quantity 4 Print Returns Labels 5 Make your Returns Request 6 Send Request via Batch 6 Collect Authorisation via Batch 7 Edit an Authorised Return 7 Send Confirmation of Returns Despatched 8 Print Returns Labels 8 Track your Returns 9 Using EDI Integration wth your own IT systems 10 Frequently Asked Questions 12 2

3 New ereturns Overstock Facility New ereturns Overstock Facility User Guide We are introducing a completely new online Overstocks Returns facility, enabling authorisation of your overstock returns electronically and providing a simple and more efficient returns procedure online via Batch.co.uk and Bertline 301, with tracking facility on ereturns caters for the complete overstock returns procedure, including: View your outstanding returns allowance on replacing paper returns vouchers currently sent out. raise your initial returns request and receive automatic authorisation Bertrams THE to provide authorisation number Send despatch advice Download returns labels from batch or print directly from Bertline 301 View and print credit notes from and Batch.co.uk PAPER CREDITS PLEASE NOTE that from Monday 12th January 2009 WE WILL CEASE TO PRINT AND POST THE RESULTANT PAPER CREDIT NOTES These will be visible on and can be downloaded or printed as required. As with the current procedure, all returns must be pre-authorised. Items returned to Bertrams THE without a valid Returns Authorisation Number, or which are not covered by a valid Returns Authorisation Number, will be sent back to you at your expense. Please note that this new facility covers only Overstock Returns and does not cover damages. MAKING YOUR RETURNS REQUESTS There are three ways to make a returns request: 1) Using Bertline SEE FROM PAGE 6 2) Using Batch.co.uk, if you do not have the Bertline 301 software SEE FROM PAGE 4 3) By developing your own IT systems to interact with Batch.co.uk via EDI -SEE PAGE 10 Whichever method you decide to use to submit ereturns to Bertrams, you will need a SAN (Standard Address Number) or GLN (Global Location Number). You will have these if you are already ordering from us using Bertline or another EDI enabled system. You can check the SAN number we have set-up for your bookstore by logging into < and clicking on View Details in the My Account menu on the left hand edge of the screen. If we don t have a SAN set-up for your bookstore or it is wrong please contact Sales@Bertrams.com quoting your Account details and your SAN or GLN. If you don t have a SAN or GLN: You can obtain one from the UK SAN Agency ( ) unless your bookstore is based in US, Canada, Australia and New Zealand in which case details of how to obtain a SAN can be found at You will also need a user id / password for Batch.co.uk. If you don t already have access to Batch Returns please contact Batch.co.uk (ph: web: If you do not currently have access to Batch.co.uk for returns you will need to register on line for a returns log in. Register at select Returns Login and the click on To Register use our Online Registration Form. Please note access to Batch.co.uk is completely free of charge. To make a returns request please follow the appropriate instructions using either Batch.co.uk or Bertline 301. Please note that it is not possible to request returns through 3

4 USING Batch.co.uk New ereturns Overstock Facility STEP 1 Using Batch.co.uk to make your returns request To make your returns request: > go to > select Returns Login, once logged in you will be taken to the New Requests page. >Select Bertrams THE from the Choose Supplier drop down list. >You can now add the ISBN s and quantity for each item on a separate line in the white box Enter Returns. >When you have entered all of the ISBN s you wish to return click the Send Direct button. You should then get notification that your request has been successfully sent. >Batch will then forward your request to Bertrams where it will be processed. This can take up to 90 minutes at busy times. STEP 2 Using Batch.co.uk to check for Authorised Returns There are 4 places you can track your returns request on Batch Outbox (to view the returns you have sent) Sent Requests (to view all unanswered requests) Inbox (to check if your request has been authorised or rejected). Archive (where returns are confirmed back to the supplier). To check that your returns have been authorised: > go to > select Returns Login, once logged in you will be taken to the New Requests page. > Click on the Inbox to display your returns. STEP 3 Using Batch.co.uk to confirm Despatch Quantity You have the facility to return less than the quantity authorised, but not more. To confirm your returns quantity: > Click on reply here which will appear in red to the right of your request. Reduce the quantity to be returned if necessary and then click on Confirm this Return >This information is then forwarded to Bertrams where it is used to update the expected returns quantity and to flag that your return is on its way. 4

5 New ereturns Overstock Facility USING Batch.co.uk STEP 4 Printing Returns Labels through Batch.co.uk Once you have confirmed your return quantity you can print off your packaging labels. Confirm the number of boxes you will be sending back and then print labels. Please see below for an example of a batch returns label. A label should be attached to the outside of each box. Once you have sent your returns request you can track the status of your returns through See p8 for further details. 5

6 USING BERTLINE 301 New ereturns Overstock Facility STEP 1 Using Bertline 301 to make your Returns Request Using the Returns Processing icon, enter the Returns Processing Module of Bertline. > Create a new Header. > Select New Header On the Returns Header > Select the supplier, make sure the Transmission Method is Electronic via Batch > Select the Overstock from the Default Reason drop down list and save. (Please note that currently only overstocks are supported electronically) From the newly created Returns header select > Show details > Enter the ISBN s of the items to be returned. This can be done by either using the Goods In scanner or by typing in the ISBN (10 or 13 digit) When you have finished exit the return details screen. STEP 2 Send request via Batch > Select Send request via Batch This will send the request off to batch, when finished you can then exit the transmission screen. > Next you will need to collect the authorisation for the return, this will not be ready immediately. 6

7 New ereturns Overstock Facility USING BERTLINE 301 STEP 3 Collect Authorisation via Batch > Select Request Sent tab at top of screen to list all outstanding requests awaiting authorisation. > Select the Collect return authorisation option to check the Batch site for any outstanding uncollected authorisations (not just for the return selected). > Once the FTP transmission has finished you can exit the FTP screen. When the authorisation is available the Returns Acknowledgement will be displayed on the screen. Any rejected items will be cascaded into a new return ready to be sent to another supplier in a new file marked supplier U/A. STEP 4 To Edit an Authorised Return Before sending the books back you will need to send a confirmation of the list of books you intend to return, you can still edit the return at this stage. Please note you cannot increase the number of returns or add new titles at this stage. > Select Authorised tab at top of screen this will list any authorised returns. > Highlight relevant return > Select Show Details > Select Edit Item to change return quantity At the bottom of this Return Item screen under the heading Returning the quantity to be returned can be changed to any amount less than the authorised return quantity including zero. > Save changes. > When your authorised return list is ready you will need to send a confirmation to the supplier of your actual returns list. 7

8 USING BERTLINE 301 New ereturns Overstock Facility STEP 5 Send Confirmation of Returns Despatched > Select Authorised tab at the top of the screen to list any returns that have been authorised by the supplier. > Select Confirm books are despatched to notify the supplier of what you will be returning. This will again go through the communication process. When it has finished you can exit. STEP 6 Print Returns Labels > Box up your returns first in order to establish how many boxes you need to return. > Select Books Sent tab at top of screen this will list any authorised returns waiting to be sent to the supplier > When you have boxed up your returns and are ready to ship them select the Print Returns Labels Option. This will prompt you for the number of boxes you are returning and print labels to put on your parcels. The labels are A5 size, with 2 per A4 sheet. If the supplier is sending electronic credit notes via Batch (as Bertrams is) then the return will automatically update to credited when the relevant credit note is received. 8

9 New ereturns Overstock Facility USING BERTRAMS.COM Using to track your returns Using to view your returns, under My Account you will find the new ereturns option Once you have clicked through to the ereturns option, your Current Allowance will be displayed, keeping you up to date with how much you are eligible to return in your next request. All returns requests that have been made through Batch.co.uk or Bertline 301 will be listed on this returns enquiry screen The current status and the number of lines and units that have been requested, authorised, rejected and credited are displayed, there are more fields available, you will need to scroll across to see all fields. Any amount that is underlined means there is further information available about authorised and credited lines. With a line that has been credited you can view the Batch ID and Credit Number by clicking through. There is then an additional click through, taking you into the detail of your credit. This gives you the final quantity credited, title detail, discount and your final credit. This information can be saved as an Excel file, or as a printable Copy Credit version for your records 9

10 USING EDI INTEGRATION New ereturns Overstock Facility Using EDI Integration with your own IT Systems >See the specification at >Contact batch.co.uk to discuss implementation 10

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12 FREQUENTLY ASKED QUESTIONS New ereturns Overstock Facility Frequently Asked Questions Q: I do not use Batch to pay suppliers so can I still use it for returns? A: Yes, Batch returns is quite separate to Batch payments. Once you have registered you can use it for your returns even if you do not use it for payments Q: Will it slow down the returns process? A: No. Once you have submitted a returns request there will be a delay of less than 90 minutes (and often much quicker than that) and the authorisations will be available to you. You can then print the label and send the books back straight away. Q: Will you still be sending out the old returns vouchers? A: No. The old method used considerable paper and was slow to administer. Customers had to wait until each quarter before getting a new allowance. The new method automatically makes the new allowance visible on Bertrams.com on the first day of the new quarter. Q: How will I know how much returns allowance I have left? A: You can check on Bertrams.com where you can also monitor returns in process and an archive of previous returns that have been authorised and completed Q: What happens if I do not use a computer? A: Bertrams Customer Service operators can still process returns authorisations via telephone calls and faxes but there will then be a delay whilst the labels are posted to you. Q: What titles will be authorised? A: We have automated the returns procedure using the existing rules. However, as with IRI guidelines, a title needs to have been published for 3 months before it can authorised. Q: What happens if a title is not authorised and I think it should have been? A: You can still discuss any rejections with your customer service assistant and if we are able to agree with your objection we can set the system to pass the return next time you apply Q: What happens if I do not return as many titles or copies as I had planned? A: You can modify the quantity downwards even after it has been authorised and your allowance will only be reduced by the amount actually returned and not by the value originally requested. Q: Is there a time-out period? A: Yes, the RA will remain open for 30 days so the goods must be returned to us within that period. If the stock has not been received in that period the RA will be cancelled and the sum involved written back to your allowance so you could then re-apply if appropriate. Q: What value will returns be credited at? 12 A: The average invoiced value to you of that ISBN over the 11 months. Q: Will I still receive a paper credit note in the post? A: No the latest version of Bertline automatically receives credit notes via the Batch.co.uk website and you can view and print these via Bertrams.com. Q: How will I know when my return has been received and credited? A: From within the ereturns section of Bertrams.com you can see the quantity we have received. You can then click on the received quantity to view the credit notes. Q: Why do I need a SAN / GLN for ereturns? A: SAN s and GLN s are book industry standard ways of identifying your bookstore. All the major book industry trading platforms including Bertrams, PubEasy, Teleordering and Batch require you to use a SAN or GLN. If you don t have a SAN or GLN please contact our helpdesk and they will be able to talk you through applying for one.