Getting Started. Supplier FAQ s

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1 Supplier FAQ s Getting Started I don t have a computer I don t have a printer I don t have access to the internet Which internet browsers are supported? I don t have an address Does Coles support EDI ordering (e.g. EDIFACT messages)? Can I download my orders into my existing system? Can I do EDI? To use the Direct to Store portal you need to have a computer or access to other computer/internet options, for example, a PC at a library or internet café. To use the Direct to Store portal you need to have a printer. To use the Direct to Store portal you need to have internet access. Supported internet browsers include Microsoft Internet Explorer version 6.0 or higher, Mozilla Firefox and Google Chrome. To use the Direct to Store portal you need to have an address. A free account can be set up with a number of providers (e.g. Gmail, Hotmail). If you require assistance, please contact the Coles ecommerce Support team. You can access information relating to EDIFACT via the Coles Supplier Portal. Click on the 'Supplying Direct to Stores tab' on the left hand side or follow this link: You can download the orders instructions are in the on-line tutorials and the 'Recipe for Success' booklet. EDIFACT files can be exported from the Direct Supplier Portal and loaded directly into accounting applications or other software solutions that have the ability to process an EDI D01B_ORDERS message. If unsure, check with your IT department. Will Coles continue to use this portal? What if it doesn t work? I currently supply items to stores that aren t recorded in the system Yes, Coles is 100% committed to moving its ordering processes to electronic means and removing paper invoicing from stores. This is a new way of working with Coles and is supported by the Managing Director. Coles is committed to ensuring the Direct Supplier Portal is successful. Coles will be conducting reviews of the new direct deliveries process to ensure that it is working well for all parties. Unless your range is agreed with the relevant Category Manager and ranged specifically to the store, your item will not be orderable by the store. To discuss further, please contact the Category Manager concerned. Updated March 2015 Page 1 of 10

2 Registering and logging-in How many login accounts will I receive? How many login accounts can I create using this administration account? I haven t received my Organisation ID, User ID and Password As an administrator, how do I create user accounts? How do I access the portal? I need a password for the portal, or have forgotten my password The password I ve entered is not being accepted I cannot log in - I receive the error message "Your previous Mincom Axis Webview session was not closed using the correct Logout process " Can I register multiple s to facilitate receiving NSW orders to a NSW address and VIC orders to a VIC address? Each Supplier will receive details for one account. This account, however, is an administrative account that allows you to create additional accounts to suit your needs. There is no imposed limit on the number of accounts you can create for your organisation. Please contact the Coles ecommerce Support team. You firstly need to create one or more user groups with the relevant permissions, using the User Groups option on the Administration menu. You can then create user accounts for the people that will be using the Portal via the User Accounts option. Refer to the Administrator Tasks section in your Recipe for Success booklet and/or the Add a User online tutorial. If you have any problems, please contact Coles ecommerce Support team. Open your internet browser and navigate to the 'Supplying Direct to Store' landing page at there is a link to the Direct Supplier Portal from there. To get a new password, click the Forgotten Password? button on the Direct Supplier Portal Login page. Click on OK. A new password will be sent to the configured address. To get a new password, click the Forgotten Password? button on the Direct Supplier Portal Login page. Click on OK. A new password will be sent to the configured address. This error message can appear if users do not explicitly log off in their previous session, or if the user logs into the Portal more than once on the same PC. Close all browser windows and log in again. No. Each registered address will receive all notifications. You can implement rules using your program (e.g. Microsoft Outlook) to sort these s when they are received. Updated March 2015 Page 2 of 10

3 When setting permissions, is it possible to create and configure accounts such that associated users only see orders from certain stores? I would like orders from stores in Territory A to be looked after by Team A, orders from stores in Territory B to be looked after by Team B etc. My contact details have changed My administrator has created an account for me but I have not been sent the User ID and password How do I change the address to which order notifications are sent? The short answer is no. It is possible, however, to create sub-folders for each Territory and have a central person move each order received in the Inbox to the appropriate sub-folder. Team A could therefore focus on the orders in the Territory A sub-folder, but they would still have access to the orders in the Territory B sub-folder. A Supplier can change contact details themselves using the Portal. Refer to the 'Recipe for Success' booklet for details on how to do this. If you have any problems, please contact Coles ecommerce Support team. The Portal will does not notify new users when an account has been created for them. Your administrator will need to send out the User Id and password they have assigned to new users. The Portal will, however, send an to a user if the administrator resets the password of the user using the 'Reset Password' link. This will contain the new temporary password. Refer to the Administrator Tasks section in your Recipe for Success booklet. If you have any problems, please contact Coles ecommerce Support team. Using the Direct Supplier Portal I have received an error message using the portal How do I navigate to a certain portal screen? I can t find a particular document on the portal The portal is off-line / not available what do I do? Refer to the 'Recipe for Success' booklet for details on the error you received. If this does not help you, please contact Coles ecommerce Support team. Refer to the 'Recipe for Success' booklet for details on navigation within the Portal. If you are still stuck, please contact Coles ecommerce Support team. If the document is more than 3 months old, the document will have been purged and it will not be possible to retrieve the document. Otherwise, the document may have been accidentally deleted (check the Deleted folder) or filed into another folder (check all the sub-folders in case it was accidentally filed in the wrong folder). Open a new browser window and attempt to navigate to If you still have difficulties, please contact Coles ecommerce Support team. Updated March 2015 Page 3 of 10

4 Why am I receiving direct orders when I am a warehouse supplier? Please contact Coles ecommerce Support team to discuss. Managing Orders I don t seem to have any orders / I haven't received an order for X days. Is there something wrong? What happens if the Store forgets to order? Can we place an order on their behalf? Will Stores have default (i.e. standing) orders in place? Will the order include GTIN codes? My order lists incorrect GTIN/barcodes My order lists incorrect costs My order lists incorrect quantities or pack sizes An ordered item doesn t look like something I supply What is the process for updating product ranging? The quantity ordered by the store failed to meet my minimum order requirement You must click on the Inbox within the Direct Supplier Portal to view any orders placed by stores. If there are no orders in the Inbox, the store may not have placed an order yet. Note that you should only be expecting to see an order if you have received an notification. If you are expecting orders and have not received them, please contact Coles ecommerce Support team. If a store forgets to order, they will presumably run low on the associated items and will hopefully not forget again! Suppliers are unable to place orders on behalf of stores, but can call a Store to remind them to place an order if they seem to have forgotten. No stores will not have default or standing orders. Stores will place separate orders for the items they require. Orders on the portal will display items with both Coles SKU and the GTIN. Please contact the associated Category Manager. The agreed cost in Coles' computer systems is not matching the cost on the invoice. Please contact your Coles Category Manager or Coles ecommerce Support team. Please contact the associated Category Manager. Please contact the associated Category Manager. All product range additions and deletions should be communicated via your Category Manager. Changes will be made in our systems and store layouts updated accordingly. Stores can then order accordingly. Please contact the relevant Department Manager at the store concerned. You could also contact the associated Category Manager. Updated March 2015 Page 4 of 10

5 I have received an unusually large order for a certain item (eg an order for 100 widgets where the usual order quantity is closer to 10). I have received an order from a store I don t supply. What do I do? I ve received a phone or facsimile order from a store which should be live on DSD. What do I do? How do I know which State the order belongs to, without having to go into each order in the inbox? The orders received on the Portal do not have an associated delivery date. How do I know when to deliver each order? If I receive two orders within the same cut-off period, can I include both orders on the next delivery? Given that orders do not specify a delivery date, how are orders handled for weekend/monday deliveries which are all normally ordered on the same day? Please contact the relevant Department Manager at the store concerned to confirm the quantity ordered. Please contact the associated Category Manager. Please contact Coles ecommerce Support team. The Purchase Order will detail the customer name (e.g. Coles North Balwyn VIC) and the store number (e.g. 001). The roster information you gave Coles indicates the days you deliver to each store, and the lead time required for each delivery. For example, you may deliver to Store X on a Wednesday, with the order cut-off time being 9am on the prior Monday. Thus, all orders received by 9am on the Monday should be assumed to be for the Wednesday delivery. If you are unable to supply some or all the ordered items, enter a 0 or the amount you can deliver against the order. The store will then know how many to expect and can adjust their next order accordingly. However, there is a special arrangement for deliveries over weekends or other times where more than one order is normally placed on a single day - see below. Yes - all orders received by the cut-off time for a given delivery should be included in that delivery (though note the exception below). But you must provide a delivery docket for each delivery - this will ensure that the store has both Purchase Order numbers and can receive both orders successfully. Certainly, for some items and suppliers it is current practice for stores to place orders for Saturday, Sunday and/or Monday on a Friday. Given that the orders do not specify a delivery date, there is a problem for suppliers knowing which orders are to be delivered when. To solve this, stores will place multiple orders on such days with the first order reflecting the first delivery, the second order reflecting the second delivery and so on. These orders will show up in the Coles Supplier Portal in chronological order the purchase order with the lowest number will be associated with the first delivery to be made, the next purchase order number will be associated with the second delivery to be made. Updated March 2015 Page 5 of 10

6 I can t deliver (all of or some of) the ordered goods Can I substitute goods? Can I enter fractions in the quantity? Why can t I increase my quantity up? I am having trouble downloading an order. I can t seem to upload my file of invoice numbers I get an error message. What do I do? I can t print the delivery docket. If you can t deliver the full quantity of any item that has been ordered, you need to adjust the quantity when you create the invoice in the Portal. Enter the amount you can deliver or, if nothing will be delivered, enter 0 for all items ordered. This notifies the store that they will not receive the quantity ordered. It also ensures that whatever is received is able to be accurately receipted against a correct purchase order. If you cannot supply what has been ordered, update the quantity of the item(s) to 0 when creating the invoice. Substituted goods should not be sent to stores. Yes, you can for items which are supplied in KGs. You can adjust the KG to 2 decimal places, e.g. 1.25KG Stores don t have capacity to receive more stock than they ordered. You can adjust quantities down in the event that you are short or out of stock, but you cannot adjust upwards [NB an exception applies for randomweight items; suppliers are able to enter a weight up to 20% higher than that ordered to allow for the variations in weight that these items exhibit]. Refer to the 'Recipe for Success' Booklet for details on how to download orders. If you are still having difficulty, contact Coles ecommerce Support team. Documents you upload must be in a specific format. The upload file needs to be in exactly the same structure and format as defined in the templates otherwise your invoices will not be uploaded to the Portal or transmitted to Coles. Templates and samples of these can be downloaded from the Coles Supplier Portal at You may need to refer to you accounting software documentation or EDI Solution Provider for additional guidance. Refer to the online tutorial and/or refer to page 4 in your Recipe for Success booklet. Updated March 2015 Page 6 of 10

7 If I use the upload functionality, how do I create a Delivery Docket? Unfortunately, it is not straightforward to generate a Delivery Docket when uploading invoice numbers. It is easier to generate them from your own accounting system if it has this ability. If so, you will need to ensure the Delivery Dockets (or consignment notes) prominently display the Purchase Order number (Document Number) from the portal so that the store can receipt the goods. Alternatively, you could supply an invoice instead of a Delivery Docket though it must display the Purchase Order number with the V suffix. If your existing software does not create delivery dockets or equivalent, a Microsoft Excel template can be downloaded from the Coles Supplier Portal ( Must the delivery docket be produced from the Direct Supplier Portal? Is it possible to include bar codes on the Portalgenerated Delivery Dockets to make receipting faster? A store has called, wanting to cancel an order. How do I do that? No the delivery docket to accompany the delivery can be produced by your own system (eg SAP or a 3rd party system) providing that it clearly states the PO number and lists the items ordered and quantities delivered. Unfortunately not - this ASN-like functionality is beyond the scope of this project. Log onto the Portal and find the corresponding order. Create an invoice against the order, insert a dummy tax invoice number, place a zero next to each item on the order, and submit the invoice. This will generate a POA and cancel the order within Coles systems. Receipting Why was my delivery sent back? A delivery would be sent back to the Supplier if perishable goods were not delivered at an acceptable temperature or if the Purchase Order number was not supplied. Stores cannot receipt a delivery that is not accompanied by the Purchase Order number from the Portal (8 digits with a V suffix). Stores have been instructed to reject deliveries that do not come with this number. Refer to the DSD portal ( for instructions on delivery dockets. Updated March 2015 Page 7 of 10

8 Yes. Store team members can select this option on the PDT and will provide a reason for rejection. Can stores reject an item? Rejection reason codes include: - not acceptable temperature - not acceptable quality - damaged - if the items were not ordered by the store - the delivery has been delivered to the wrong store - substitute stock has been provided. The Stockhand will request a Return Authorisation (RA) number from the driver if a claim is to be raised, or simply not accept the delivery if the issue was detected at the time of delivery. Invoicing and claims I am having problems raising an invoice against an order An invoice has failed validation (on the portal) I went to raise an invoice against an order and could not locate it on the Portal. I made a mistake on my original invoice. How do I correct the mistake? Refer to the 'Recipe for Success' Booklet for instructions. Refer to the 'Recipe for Success' Booklet for assistance. The Portal only stores documents for three months, after which they are deleted. If the order you wish to invoice against is three or more months old, you will not be able to generate an electronic invoice using the Portal and will need to contact Accounts Investigation team to make alternative arrangements. For ease of processing, please ensure you submit invoices within the three month period. If it has been less than three months and you cannot locate an order, check any sub-folders you may have created, and the Deleted folder, in case the order concerned was accidentally moved into one of these. There is also a Search Documents facility available on the Portal. If the mistake is detected on the same day as the original invoice was issued, you can find the original invoice on the portal, make the corrections, and resubmit what will be an amended invoice. If the mistake is noticed the following day or later, the invoice is likely to have already been processed by Coles and the mistake detected as part of the processing. You should therefore await your remittance notice for that invoice, which would include an Adjustment Note to cover the mistake. You can then call Accounts Investigation team if you have further questions. Updated March 2015 Page 8 of 10

9 If you have received a claim along with your invoice this could be due to one of the following reasons: Why was a claim included with my invoice / remittance? Why hasn t my invoice been paid? I am intending to use the invoice upload feature. My accounting system does not include any unsupplied lines in this upload file (lines for which the quantity delivered is 0). Will this be a problem? - Delivery quantity discrepancies - Delivery of damaged goods - Delivery of goods which are not up to saleable quality - Incorrect costs on invoice - Delivery of goods which did not meet an acceptable temperature If you have any questions relating to claims which have been raised please contact Accounts Investigation team. Please contact Accounts Investigation team. Yes. Uploading an invoice without supplying a quantity for each line item will result in an error when the invoice is submitted you will receive an notification of the failed invoice submission and an indication of the problem. This arises from the business validation logic applied by the Portal to all submitted invoices. It might be best to submit this particular invoice manually (that is, using the Portal interactively) and entering 0 for the quantity delivered of that particular item. Rosters I need help completing a Roster Survey I need to change or confirm my Roster Other roster-related queries DSDRosters@coles.com.au or call select option 5. DSDRosters@coles.com.au or call select option 5. DSDRosters@coles.com.au or call select option 5. Reporting What reporting is available within the portal? No reporting is available within the portal. Updated March 2015 Page 9 of 10

10 Training What training will I receive? Training is provided via on-line tutorials demonstrating use of the portal, along with a 'Recipe for Success' Booklet that provides basic instructions. Both are available from the Supplying Direct to Store landing page, though the booklet is provided in hard-copy form at the Supplier Information sessions. Security Use of passwords What is the security of the application? Who can access my user account? Coles recommends that suppliers use strong passwords (minimum 6 characters including both letters and numbers) to prevent unauthorised access to their account. Coles also advises never to disclose a user s password to any other user. The user based permission system employed by the Coles Direct Supplier portal ensures an audit trail is maintained and this relies on the secure use of user accounts. The Coles DSD Supplier portal is a secure web browser-based application. All traffic is encrypted over HTTPS, with the same level of session protection used to connect to your Internet Banking websites. The user account provided to each Coles supplier can only be used to access Coles transactions and cannot be used to access any other customer portal that is also hosted on this system. Updated March 2015 Page 10 of 10