Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve

Transcription

1 Claims and claiming Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve Why is the claims process changing? The introduction of DSD has provided the platform for a more automated and streamlined process to lodge claims on direct Suppliers. The new process also eliminates the need for paper forms. Identify the need to claim and obtain an authorisation number Raise a claim using SIM on either a PDT or Back Office What is the new claims PC Refer to the How to Guide for the details for each process? Return the goods with a Merchandise Returns Note step. (or notated Delivery Docket) if applicable. Refer to the How-To Guide for the details for each step. Will I still need to fill out a paper claim form? Who can submit claims on the PDT? No - the direct paper claim forms are no longer required. However, DC claims are still required; that process is not changing. In theory, anyone with a SIM login. Claims are submitted by Department Managers, Updated March 2015 Page 1 of 10

2 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve nominated team members and Stockhands. I will have to submit claims but don t have a SIM login. What do I do? Do I still need to submit e-claims? What do I do if I don t know the SKU for a product? Can I claim for a product no longer ranged to my store? The Supplier currently listed in my claim is not the Supplier against whom I need to claim. What do I do? Speak to the person in your store who administers SIM logins usually either the Office-In-Charge or Store Management to arrange a login for you. No. E-claims are no longer required for direct claims. They are still used for DC claims. Scan the item s barcode on the item itself or associated shelf label. You can also search for an item by name if creating the claim using SIM on the Back Office PC. Yes, using this same new procedure. The fact that the product is not ranged to your store does not prevent you from raising a claim for that product. SIM assumes the claim is against the primary Supplier of the item in question. If this is not correct, you can specify an alternative Supplier as follows: If using SIM on the PC, choose an alternative Supplier from the drop-down list on the righthand side of the screen. If using the PDT, you are able to change the Updated March 2015 Page 2 of 10

3 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve Supplier by pressing Shift-8 when the primary Supplier is displayed and choosing the appropriate Supplier from the resulting list. Consult the Direct Store Deliveries How to Guide for more details. Do I have to enter an Authorisation Number? What do I do if I can t get an Authorisation Number from a Supplier? What do I type into the Comments field? What is a Merchandise Returns Note? Yes this number should be obtained from the Supplier where possible. However, if you are unable to contact the Supplier, enter the name of the Delivery Driver or Supplier s representative. There is a limit of 11 characters for this field. If you are unable to contact the Supplier, or they refuse to provide one, enter the name of the Delivery Driver or Supplier s representative. Comments should describe the reason for the claim. For example, if the reason code is damaged, enter details of the damage in question. You are limited to 21 characters on the PDT, 200 on the Back Office PC. A Merchandise Returns Note lists the items being returned to the Supplier, the reason for the return, the Claim Reference Number and a few other details, for the Supplier s reference. It does not contain any financial details of the claim. Updated March 2015 Page 3 of 10

4 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve It is essentially a Delivery Docket to accompany the returned goods. When is a Merchandise Returns Note required? Do I have to print a Merchandise Returns Note for every claim? A Merchandise Returns Note is required whenever goods are being returned to the Supplier, and should accompany such goods collected by the Supplier. If raising the claim at the time of receipt, it is okay to notate the Delivery Dockets associated with a delivery with the necessary information and provide the Driver with the notated Delivery Docket in lieu of a Merchandise Returns Note. Refer to the Direct Store Deliveries How-To Guide for details on what is to be notated on the Delivery Dockets. No a Merchandise Returns Note is only required where the goods are to be returned to the Supplier. Claimed goods may not always be returned to the Supplier. For example, the Supplier may prefer that the Store simply disposes of perishable or low value goods rather than collect them. If printing a Merchandise Returns Note is not possible, for example because you need to leave the delivery bay unattended to do so, it is okay to notate the Delivery Dockets associated with a delivery in lieu. This option is available if the Stockhand raises the claim at the time of receipt. Refer to the Direct Store Deliveries How-To Guide for details on what is to be notated on the Delivery Dockets. Updated March 2015 Page 4 of 10

5 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve How do I print a Merchandise Returns Note? This can only be done using SIM on a Back Office PC. Refer to the Direct Store Deliveries How-To Guide for details on how to print the Note. SHD should contact the Accounts Investigation team No. Once a claim has been despatched, it cannot be Phone: (03) Can I edit a claim once it has changed or recalled. Accounts.Investigation@coles.com.au been despatched? Contact the Supermarket Help Desk (SHD) if a claim has been despatched in error. How do I list my recent claims? How can I tell if my claim has been successfully despatched from SIM? Do I need to raise a claim for short deliveries? Look on the Claims List screen within SIM on a Back Office PC. Filter on claims with Despatched status and this will list recent claims. A correctly despatched claim will disappear from the list of Pending claims on the Claims List screen. As a further check, from the Claims List screen within SIM, click on the Filter option and list all claims with a Despatched status. If your claim is listed here, it has been successfully sent from SIM. No. Short deliveries are detected and processed automatically when Accounts Investigation compares the quantity invoiced by the Supplier with the quantity receipted by the Store. This will list the claims recently despatched. Look in RMS to determine the claims actually actioned? These checks do not prove that the claim has been loaded into RMS, only that the claim has been sent from the store. There is no way for the store to tell if the claim has made it to RMS. Supermarket Help Desk team members can look into RMS to confirm the arrival of a particular claim. Updated March 2015 Page 5 of 10

6 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve Thus, it is important to accurately count and record the quantity of all delivered items. Do I need to reconcile claims with the Weekly Transaction Report (WTR)? No. There is no requirement to reconcile claims. If you notice a claim has not been credit back to your store, call the Supermarket Help Desk. Updated March 2015 Page 6 of 10

7 Claims Managing My Accounts Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve What s changing with Claim Advices? Why? The introduction of DSD has provided the platform for a more automated and streamlined claims process. Stores will no longer raise a paper-based claim. Claims will still be deducted from Suppliers remittance as per the usual process. Suppliers will receive a daily notifying them of claims that are available to be downloaded. Suppliers will visit the Coles Supplier Portal to obtain a CSV or PDF version of their Claim Advices. Navigate to the Coles Supplier Portal ( How do I check my Claim Login using your usual Coles Supplier Portal login Advices? Click on Managing My Accounts (MMA) > Claims > See MMA main page for elearning and User Guide. Advices. See MMA main page for elearning and User Guide. How do I print and/or download my Claim Advice forms? Once you have located your Claim Advice on the Portal, select either PDF or CSV format and print the Claim Advice in the usual manner. You can also download the Claim Advice as a PDF or See MMA main page for elearning and User Guide. Updated March 2015 Page 7 of 10

8 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve CSV file to your local PC. Will I still receive a copy of each Claim Advice via ? I did not authorise a claim, yet it appears on the system. What s going on? Where do I go if I want to query a claim? How do I provide access to the Claims system to my colleagues? s containing Claim Advice details ceased being sent from June 25 th notifications can be set up to alert you to any new Claim Advices that are available for download from the Supplier Portal. Pre June 25 th 2012 Claim Advices copies may be obtained by contacting Accounts Investigation. Post June 25 th 2012 claims will be available indefinitely on the Supplier Portal. Claims will appear if they have been processed by Coles. It is possible that a claim was raised at a time when the Store could not contact the Supplier to obtain a Returns Authorisation (RA) number (for example, over the weekend), or contact was made but an RA number was not provided. Contact Accounts Investigation with any queries. From the Coles Supplier Portal click Managing My Accounts > Claims > Advices > Enquiries to Accounts Investigation directly. Access to Managing My Accounts is managed by your Supplier Portal Administrator, i.e. the person in your organisation responsible for maintaining user Click Managing My Accounts > Claims > Advices > Enquiries to Accounts Investigation directly. Updated March 2015 Page 8 of 10

9 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve accounts on the Coles Supplier Portal. Anyone given access to the Portal by your Portal Administrator can view claims based on which Vendor numbers they ve been given access to. Which claim types are covered? Why don t I see my short delivery and cost claims in the Portal? To which delivery does a specific claim refer? Damaged Stock, Returns, Not Acceptable Quality, Not Acceptable Temperature, Not Acceptable Weight, Demonstration Stock. All store-raised claims of these types will be accessible via the Portal. These claim types are auto-generated by Coles invoice matching system. As these claims relate to a specific delivery and invoice, they will still be ed to Suppliers. For short delivery and cost claims, the delivery details are listed on the Claim Advice. For store-raised claims, there is no specific link to a particular delivery. I ve received a Do not use the Claim Reference number on the Merchandise Returns Note MRN for searching on the Portal. (MRN) but can t find the The Claim Advice relating to the MRN you have NB: claims are posted on the Coles Supplier Portal the corresponding claim on the received will have been produced on the same day, Monday after the remittance date. Portal. What am I doing so perform a search using the Claim Advice date as wrong? the criterion. Updated March 2015 Page 9 of 10

10 Frequently Asked Question Frequently Asked Question response for Store Procedure for Support team to resolve Why is the Claim Reference number on the Merchandise Returns Note different to the Claim Advice number? It is possible to raise more than one claim on a given day, and such claims are listed on the same Claim Advice form. It was thus necessary to allocate separate Claim Reference numbers to enable Suppliers to reference Merchandise Returns Notes back to a specific Claim Advice. Yes this can be done on the Managing My Can I turn off the Claim Accounts > Claims > Administration screen. Notification feature? Refer to MMA main page for elearning and User See MMA main page for elearning and User Guide. Guide for step by step instructions. Can I access my DSD Portal login screen from the Coles Supplier Portal? I have logged into the Supplier Portal, can see the Claims link but cannot retrieve any claims data. Yes. It is available on the Supplying Direct to Store page listed under the Quick Links area. You have not been granted access to the Claims functionality by your administrator. If you need access, request this from the person within your organisation that looks after the Supplier Portal administration. If you have access to the portal, you can see the MMA tab. If you can t view the MMA tab that means the Claims view has not been enabled and Coles Supplier Relationships needs to be contacted to get the appropriate enabled. Use: DSD Login Contact Coles Supplier Relationships to get Managing My Accounts access on; ColesSupermarketsSupplierRelationships@coles.com.au Updated March 2015 Page 10 of 10