Table of Contents. Backorders Bible Imprinting/Indexing... 9

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1 Table of Contents Backorders... 8 How do I backorder a single product from ipage?... 8 What does the term use my order default mean?... 8 What does the term NYR mean?... 8 How do I see the details of a backordered item?... 8 How do I cancel backordered items on ipage?... 8 What does the Backorder Now from DC Pairs Message mean?... 9 Bible Imprinting/Indexing... 9 May imprinting or indexing orders be placed for Bibles out of stock?... 9 What do indexing and imprinting cost?... 9 How do I add imprint or index information to ipage for a Bible I'm placing as a Single Holding Order (SHOP order)? How do I know what can be imprinted on a Bible? How do I use ipage to add imprint or index information to a Bible that is on a selection list? How do I view Bible imprint symbols? How many characters fit on an imprinted line? On the Edit Selection List page (or the Bible Product Detail page for a SHOP order), why aren't the imprint and index options showing for the Bible I want? Which warehouses handle imprinted and indexed Bibles? Checking Orders What's the process for checking the status of orders? How do I search for a specific order or types of orders? How do I contact you if I have questions about my order? How can I check the status of an ipage order online? After I've placed an order online, what should I do if I don't receive an confirmation within 30 minutes?12 How do I know if my order has shipped recently? Will the Duplicate Check function find items ordered on Single Holding Orders? Will the Duplicate Check tell me if I've previously ordered a duplicate item and give me the status of that previous order? Page 1

2 Custom Order Number What is a custom order number? Details on Shipped Items How do I see the details of a Recently Shipped Order? Direct to Home Ordering (Direct Ship) What is Direct to Home? What kinds of restrictions exist specifically for Direct to Home Bulk Orders? What is the same-day shipment cut-off time for Direct to Home orders? How do I order on ipage using the Direct to Home program? How do I set up my account for the Direct to Home program? I tried to place a Direct to Home order from the Order section, and I couldn't. Why not? What are the restrictions on using the Direct to Home program? Can I index and/or imprint Bibles that I order using the Direct to Home program? How do I have items gift wrapped that I ship using the Direct to Home program? How do I include a marketing message with items I ship using the Direct to Home program? Can items ordered through the Direct to Home program be shipped to addresses worldwide? May I place a Direct to Home order and ship to a prison? Who in my store can place a Direct to Home order? How do I print a confirmation of a Direct to Home order for a customer? What shipping methods should I use for Direct to Home orders? What are the shipping rates for Direct to Home? What are the fees for Direct to Home? Enabling Pop-ups in Your Browser I'm having trouble processing orders, is there a problem with ipage? How to Create a Custom Order Number How do I assign a custom order number? Ingram Publisher Services (IPS) Orders Page 2

3 What is Ingram Publisher Services? How has IPS information on ipage been streamlined? ipage Order History Can I make changes on the ipage Order History page? Can I see order confirmation information? Can I see order history that is older than 21 days? How do I contact you if I have questions about an order? How long is order history available to view online? What does the "Not Confirmed" order label mean? What kind of information can I access from the Order History page? Order Acknowledgement When I order online it tells me that I'll receive an confirming my order. I have never received an . Why is that? How can I check the status of an ipage order online? If I order on ipage, what should I do if I don't receive an confirmation within 30 minutes? What does "Not Confirmed" in the subject line of a confirmation message mean? Order Confirmation Can I edit the Order Confirmation page? Can I download the Order Confirmation? How do I print the Order Confirmation page? When I'm using the Direct to Home service, how do I print a confirmation for a customer? Order Methods What Order Methods are available and how do I choose one? When I select Other as my Order Method, a blank box appears next to the selection. What goes in there? What warehouses are available and how do I choose one? What if I want to use a different ship-to account for my order? What password do I use? What is a Promotion Code? Can I change shipping instructions? Page 3

4 Can I choose whether I want items to be backordered? What do I do if I want to clear the information in one or more of the fields? How do I contact you if I have questions about my order? Order Types (Codes) What are the rules and circumstances involved in using the different order types? What order types can I use on ipage? Ordering Music on ipage How do I order music from Ingram? How do I sign up to order music from Ingram? What if I want to opt out of viewing music from Ingram? As a non-spring Arbor customer, how do I order Christian music that is currently offered through Spring Arbor? Can I order books and music together? pubsource Setup How do I sign up for the pubsource program? If I am an ipage Administrator, how can I view Order Status information for an entire Purchase Order (PO) on one page, even if it spans multiple Ship-to accounts? How do I see the details of an Open Purchase Order (PO)? Purchase Order or Order Entry Number? What's the difference between a purchase order (PO) number and an order entry (OE) number? Purchase Order Searches How do I search for a purchase order (PO)? Printing PO Search Results How do I print order status search results? Quick Order What is Quick Order? Page 4

5 How do I use Quick Order? Can I add product codes to my Quick Order Cart through another means? Can I share my Quick Order Cart with other ipage users at my account? What options do I have for sorting my Quick Order? How long do my items remain in my cart? Is there an easy way to empty the entire contents of my cart? Are items in my Quick Order Cart added to a selection list when I order them? Do I have to use Quick Order or can I continue placing orders the way I always have? How do I use Quick Order while on a Product Detail page? How do I add more than one copy of an item to my Quick Order from an ad on ipage? What's the difference between Single Holding Order and Quick Order? Can I enter my quantities using words and numerals? What happens when I try to order the same item twice? What happens when I try to order without any items? What is the largest quantity I can order for a particular item? Where can I view the history of my order placed through Quick Orders? Why are there items marked with a? Why can't I access Quick Order? Single Holding Order Program (SHOP) What's a Single Holding Order? What happens if I order 10 or more units of an item or the order totals more than $100? Can I still use SHOP? How do I use SHOP? Stock Status Check How do I utilize the Stock Status Check feature? Timeframe for Purchase Orders How long are open purchase orders (PO) and backorders available to view on ipage? To Order on ipage In a nutshell, what steps do I need to do to order on ipage? Page 5

6 Should I order online using ipage? What are selection lists and why do I need them? What's the process for ordering on ipage? Tracking Shipments How do I track standard shipments? When to Assign a Custom Order Number When can I assign a custom order number? Abbreviated Titles in Order Status Search Why can't I find a title I know I've ordered when I use the Order Status Search? What are the abbreviations starting with numeric characters? What are the abbreviations starting with 'A'? What are the abbreviations starting with 'B'? What are the abbreviations starting with 'C'? What are the abbreviations starting with 'D'? What are the abbreviations starting with 'E'? What are the abbreviations starting with 'F'? What are the abbreviations starting with 'G'? What are the abbreviations starting with 'H'? What are the abbreviations starting with 'I'? What are the abbreviations starting with 'J'? What are the abbreviations starting with 'K'? What are the abbreviations starting with 'L'? What are the abbreviations starting with 'M'? What are the abbreviations starting with 'N'? What are the abbreviations starting with 'O'? What are the abbreviations starting with 'P'? What are the abbreviations starting with 'Q'? What are the abbreviations starting with 'R'? What are the abbreviations starting with 'S'? What are the abbreviations starting with 'T'? Page 6

7 What are the abbreviations starting with 'U'? What are the abbreviations starting with 'V'? What are the abbreviations starting with 'W'? What are the abbreviations starting with 'X'? What are the abbreviations starting with 'Y'? What are the abbreviations starting with 'Z'? Page 7

8 Backorders Q: How do I backorder a single product from ipage? You can set the backorder options and dates for entire orders during the ordering process (see Order Methods). ipage also allows you to set individual, different backorder options and dates for single items. To backorder single products, Go to the selection list that contains the item you wish to have backordered. Click Edit to open the list. Scroll to the item you want backordered. Under the title, selection list options for that item, entry box for line item PO Number, and quantity box, you see two fields labeled Backorder this item (optional). The first field is blank. Leave it blank if you want ipage to use the backorder policy set for the entire order. If you want to backorder the item, select Yes and set up a future cancellation date in the next field. Select No if you don't want the item backordered. Click Update Page or Order before leaving the selection list. This will save your changes and backorder preferences. When you place the order, your preferences for backordering that item (or not) will be sent with the order. Q: What does the term use my order default mean? Use my order default appears as an option in the Backorder option dropdown box on the Order Method page. When your account is originally set up with Ingram, you determine a preference for backorders. That's the setting that will be used if you don't select other options from this dropdown box. If you don't know what your account backorder default instructions are, call Customer Service. Q: What does the term NYR mean? NYR stands for products listed in our database as not yet released. You can choose to backorder such products as applicable. Q: How do I see the details of a backordered item? To see the details of a backordered item, go to the Order menu Click Order Status, then Backordered Items. On the page that appears, click the order's PO number in the table. This takes you to the Open Order Summary by PO Number page, where you again click the PO number you want to see. Details for that backordered item will display. Q: How do I cancel backordered items on ipage? You can now cancel your backorders through ipage from the Backordered Items page. Cancelling a backorder isn't immediate, and you should allow at least 8 hours after you cancel a backorder to contact Customer Care, if your cancelled Page 8

9 backorder is still visible on the Backordered Items page. There are two new pieces of information on this page. The first column allows you to check a box to mark a backordered item to be cancelled. You may use the Select All link to select all of the items displayed on this page. The third column lists the Backorder Cancel date for the item. Note that it s a sortable column. When you check one or more boxes and click the Cancel Backorder button, a pop-up message will be displayed with a warning stating that once your cancel request is submitted, the selected backorder(s) cannot be reinstated and it can take up to 8 hours to process the cancellation request and remove the item from the list: Once you click OK on this message, you can't change your mind about cancelling this backordered item. If you aren't sure you want to cancel the item, click the Cancel box here. When you click OK, the next page will show you the results of the cancel request. When the cancel is accepted, the Backorder Cancel date will be changed to today's date and will display in red, and the check box in front of the item will be removed. When the cancel has been processed by the system, the item will disappear from the Backordered Items list. If the item is still visible on this list after 8 hours, contact Customer Care for assistance. It's possible that your cancel request can't be processed; this should be rare. If that happens, you will see a message in red at the top of the next page, and the check box in front of the item(s) that can't be cancelled will be replaced by a red X mark. If this happens, you should contact Customer Care for assistance. Q: What does the Backorder Now from DC Pairs Message mean? Certain titles will display a message on the product detail page stating: Price and discount are subject to change. These same titles will display a message near the stock box stating: Backorder Now from DC Pairs. These titles are often very new ones where information has not been verified and orders to the publisher have not been made. Titles that are "backorder only" will display a message on the product detail page near the stock box stating: Backorder Now from DC Pairs. Titles that are not y-flagged in any warehouse will not display returnability information. Bible Imprinting/Indexing Q: May imprinting or indexing orders be placed for Bibles out of stock? No. The Bible must be in stock at the time the order is placed in order for the information to be kept in our system. Q: What do indexing and imprinting cost? Thumb indexing a Bible costs $ The fee for imprinting is $6.50 per symbol OR line of text (up to 25 characters), and $2.50 per additional symbol or line of text (up to 25 characters) for each subsequent unit (of the same ISBN) with the same imprint. If you choose to put both text and a symbol on the same line, the cost is $13 for the first unit and $5 for each subsequent unit. Page 9

10 Q: How do I add imprint or index information to ipage for a Bible I'm placing as a Single Holding Order (SHOP order)? On the Bible Product Detail page for the Bible you want to order, click Single Holding Order under Product Detail Easy Clicks. Type the PO number, your ipage password, and the quantity in the boxes under Single Holding Order. Click Index and/or Imprint. Click Order. On the Imprinting/Indexing page, enter or select the appropriate information for the Bible. Options include imprint font and font color, imprint text (up to two lines available), imprint symbol, and indexing. Note: To see Bible imprint symbols, click the View Bible Imprint Symbols link. When you have finished entering or selecting information, click Continue to save the imprint/index information or Reset to clear all fields. Click Confirm Order to send the order or Cancel to delete the order. An message will be sent to you within 30 minutes confirming receipt of the order. On non-direct ship orders, the order will combine with the next order that ships to your location. Q: How do I know what can be imprinted on a Bible? Type and words (including names) can be imprinted, as well as graphic symbols. We offer a list of standard symbols that can be imprinted. These Bible imprint symbols range from a cross to a bassinet. Please note that we are unable to imprint accent marks on Bibles. Q: How do I use ipage to add imprint or index information to a Bible that is on a selection list? Go to the selection list that contains the Bible. Click the Edit button under the selection list you want. The Edit Selection List page shows a list of items. Click Imprint/Index for the Bible you want. On the Imprinting/Indexing page, enter or select the appropriate information for the Bible. Options include imprint font and font color, imprint text (up to two lines available), imprint symbol, and indexing. Note: To see Bible imprint symbols, click the View Bible Imprint Symbols link. When you have finished entering or selecting information, click Save to save the imprint/index information or Reset to clear the contents of all fields. Note: If you come to the Imprinting/Indexing page from a selection list, you will also be given the option to save the item as a new item. If you choose this option, a new line item will appear on the selection list. The default quantity for this new item is one (1) but you may edit the quantity as with any other selection list item. When you click Save, ipage returns to the Edit Selection List page. The imprinting/indexing information you added will be visible under the Bible you selected to imprint/index. Q: How do I view Bible imprint symbols? Click Bible Search under Shortcuts on Home Page Left or under the Browse & Search tab to find the Bible you want imprinted. On the Bible Search page, enter the search criteria you wish to use and check the Imprintable button to find Bibles that can be imprinted. Page 10

11 When you've found the specific Bible you want, open up to the Product Detail page to place a Single Holding Order or add it to a selection list. If you are placing a Single Holding Order from a Bible product detail page: Under the Single Holding Order section, type your PO number, password, and quantity, and click the Imprint/Index box. Click Order. To view possible symbols to have imprinted, click View Bible Imprint Symbols underneath the Symbol box. If the Bible is in a selection list: Click Selection List View on the ipage Home Page or click the Place Orders link on the Order tab. Click Edit for the selection list containing the Bible. Click Imprint/Index for the Bible you want. Click View Bible Imprint Symbols underneath the Symbol box. Q: How many characters fit on an imprinted line? Imprinted lines hold a maximum of 25 characters with no symbol. The presence of a symbol results in less space for characters. For information on the amount of space needed for each symbol, click the View Bible Imprint Symbols link on the Imprinting/Indexing page. Q: On the Edit Selection List page (or the Bible Product Detail page for a SHOP order), why aren't the imprint and index options showing for the Bible I want? Each option only appears when available. Thus, the Bible you want is not available imprinted or indexed. Q: Which warehouses handle imprinted and indexed Bibles? Imprinting is available at all distribution centers. Indexing is available only in the LaVergne and Roseburg distribution centers. Checking Orders Q: What's the process for checking the status of orders? Need to see what is going on with an order? ipage provides a way to view the status of orders placed through the Order tab. From the Order menu, click on Order Status This brings up the Order Status window. The default view is the Open Purchase Order Summary, which lists all open purchase orders for the account on which you're logged in. You can view the details of a purchase order by selecting the Page 11

12 PO number link. Q: How do I search for a specific order or types of orders? From the Order menu, click on Order Status This brings up the Order Status window. Click the Order Status Search link on the right side of the page. The next screen allows you to search all orders in the system. You can also search for orders with specific status such as processing, backorder, shipped, invoiced, and cancelled. ipage also provides a way to further refine the search by using control numbers, invoice numbers, ISBN, order entry numbers, PO numbers, titles, warehouse code, and by date range. Click Submit when you're ready to search. The resulting Order Status Results page will contain information about items that meet the criteria you requested. Q: How do I contact you if I have questions about my order? Click Contact Us at the bottom of the page to send an or call Q: How can I check the status of an ipage order online? Click the Order menu Click the Order Status sub tab. Click ipage Order History under Order Status Easy Clicks. Q: After I've placed an order online, what should I do if I don't receive an confirmation within 30 minutes? Click the Order menu Click the Order Status sub tab. Click ipage Order History under Order Status Easy Clicks to check to see if the order is there and has a confirmation link. If it's not there, click Electronic Ordering Department at the bottom of the ipage Order History page to send an or call Q: How do I know if my order has shipped recently? ipage provides a list of orders that have shipped in the last 90 days. Page 12

13 From the Order menu, click on Order Status. This brings up the Order Status window. Select Recently Shipped Orders to bring up orders shipped within the last 90 days. The list starts with the most recent shipment and provides the UPS or FedEx tracking numbers of your shipments, if needed. Find the shipment you want to track, then click on the tracking number. You'll be taken directly to the UPS or FedEx Web sites to view details on your order. Q: Will the Duplicate Check function find items ordered on Single Holding Orders? No. A duplicate check checks against selection lists, not orders. Q: Will the Duplicate Check tell me if I've previously ordered a duplicate item and give me the status of that previous order? No. An item could have been previously ordered, backordered, and the backorder cancelled after the allotted time and you would not be notified. The object of duplicate checking on selection lists is to help you manage the contents of your selection lists, not maintain a list of items ordered. Custom Order Number Q: What is a custom order number? A custom order number is a number assigned by you to a specific title (or titles) in an order. Using custom order numbers are helpful if you need to track purchases of specific titles. Details on Shipped Items Q: How do I see the details of a Recently Shipped Order? To see the details of a Recently Shipped Order, click on the Recently Shipped Orders link found under Order Status Easy Clicks Order Status page. Then, click on the Order Entry Number in the table. This opens the Order Entry Detail page that provides detailed information. If you prefer to access information via PO numbers, you may utilize the separate Easy Click labeled Recently Shipped by PO. The table provided contains all of the same information found in Recently Shipped Orders, but the orders are sorted by PO Number instead of OE Number. Direct to Home Ordering (Direct Ship) Q: What is Direct to Home? Direct to Home is an Ingram program that allows booksellers to order items from us and have those items shipped directly to the customer or to another address of the customer's choosing. This direct shipping program also allows the customer Page 13

14 to order the items gift wrapped or personalized with a gift message on the packing slip. The bookseller can also input marketing messages with the Direct to Home order. All the ordering for Direct to Home purchases can be done right on ipage! Q: What kinds of restrictions exist specifically for Direct to Home Bulk Orders? The Direct-to-Home (DTH) Bulk option no longer permits orders to be split between warehouses. In order to receive free freight, the customer must select their default shipping options, and ship 50+ units from either their primary or secondary warehouse. Customers are restricted to Default Shipping Instructions. Gift wrap, gift messages, and marketing messages are not available. Bulk orders cannot be shipped outside of the U.S. or to military addresses (APO/FPO). Q: What is the same-day shipment cut-off time for Direct to Home orders? Your normal warehouse cut-off times apply to Direct to Home orders. Q: How do I order on ipage using the Direct to Home program? The first step in using the Direct to Home program is to sign up for it. This must be done by your organization's ipage administrator. (See question below labeled How do I set up my account for the Direct to Home program?). After an account is registered as a Direct to Home account, anyone in your store with ordering rights can place Direct to Home orders. It is important that your internet browser allows pop-ups during this order process. If the order contains a single title From the title detail page click the Direct to Home icon at the top right corner of the page. If the order contains multiple titles From the title detail pages, add products to your Quick Order Cart. When the order is complete, click View/Edit in the Quick Order Cart box. You can also create a Selection List containing the products to be ordered. When the list is complete, click Order, and then reenter your ipage password. Select Direct to Home as your order method and click Continue. Page 14

15 Direct to Home Order Options Select the appropriate Direct to Home order type. You may select from the standard program, international shipping, military addresses, and bulk order options. (If placing a single title order direct from the title detail page, please insert your P.O Number and ipage password in the next box. Click Order.) On the Direct to Home Order Page Select an Ingram warehouse, shipping method, backorder preference and backorder cancel date Enter the consumer's zip code (or country) and the "Attention" name for the shipping label Select gift wrap preference (Gift wrap is optional and is an additional fee.) Enter Sales Tax Percent and Tax rate for Shipping (This is optional) Reenter your ipage password Click Continue For international shipments click View estimated shipping times for delivery estimates. On the Shipment Details Page ipage will process your request and provide shipment details including stock availability and shipping cost. This page also shows your customer's price (without product discount). You can adjust the price to reflect the amount you charge your customer. The Total Fees and Tax Dollar Amount Charged to Customer fields are optional. You may add any fees here to be added to the consumer's cost. They will not be shown as separate amounts on the customer's invoice. Click Continue On the Address Details Page Add a unique P.O. Number, Promotion Code (if applicable), Consumer P.O. Number (if applicable), and for Shipping Notification (generally, this is your address) Type the recipient's Name, Address, and Phone Number. There is a limit of 25 characters per line in the address fields. You may add a Marketing Message on Packing Slip. This is a great place to add a coupon for a future purchase. (This is not an option for bulk orders). You may also add a Gift Message on Packing Slip Note: If a Gift Message is entered, the price will not be printed on the Page 15

16 packing slip. Click Continue The Order Summary Page This page contains a recap of your order. Please review for accuracy. Click the Confirm Order button. A confirmation will be sent via . (You can check status by going to the Order tab, click Order Status, and then ipage Order History.) Direct to Home -- Military Follow directions for Direct to Home orders above with these specific instructions for Military addresses. USPS Priority Mail, will be the only shipping method allowed for Direct to Home - Military orders In the Address Details section type the recipient's name and address. Valid City names for military orders are APO and FPO. Valid State names for military orders are AA, AE, or AP. Direct to Home -- Bulk Follow directions for Direct to Home orders above with these specific instructions for Bulk orders. Default Ingram Shipping Instructions, the only shipping method allowed for Direct to Home - Bulk orders, will be preselected. A stock status check will be performed to make sure the order has at least 50 immediately shippable items. If it does not, the user will be presented with a message indicating that this order is NOT eligible for free freight and will see actual shipping charges displayed. If the order DOES qualify for free freight, the shipping charges will reflect 0.00 (free). Q: How do I set up my account for the Direct to Home program? If you are your store's ipage administrator, go to the Change Settings (upper right-hand corner of all ipage pages) section. Click Direct to Home (Direct Shipping) Setup. Read the information regarding Direct to Home program and click the link that reads View the Direct to Home Agreement. This opens a.pdf file that contains all the terms for the Direct to Home program. Open it using Adobe Acrobat Reader. If you don't have Adobe Acrobat Reader software on your computer system, you can download it for free from If you wish to keep a copy of the agreement, click the print icon or use your print function on your browser to print out a copy. You must read it and agree to the terms electronically on ipage by returning to the Direct to Home Setup page. In the section labeled Select Accounts for Direct to Home, you see all your Ingram accounts which are eligible for the program. Under the column labeled Accept Terms, click the check box if you accept the terms for that account. Note: not all your accounts may be eligible for the program. To be eligible, an account must have valid tax exempt/resale status and Ingram must have confirmation of that in its files. Under the Accept Terms column, you may see the words Not Eligible or Enabled. Not Eligible means that the account is either not tax exempt or we do not have valid resale information on file for it. Enabled means that the account is registered (enabled) in the Direct to Home program and that users on that account can order through the Direct to Home program. Under the Select Accounts for Direct-to-Home table, click the button that says Submit Selected Accounts. ipage will display a page labeled Direct to Home Setup Confirmation. This confirms that the setup request has Page 16

17 been completed. You'll be able to ship items directly to your customers, arrange for gift wrapping of the items, and more. From this page, you can also return to the Direct to Home setup page. If you have questions about the Direct to Home program or your orders, you can our Electronic Ordering Department or call 1 (800) Q: I tried to place a Direct to Home order from the Order section, and I couldn't. Why not? The most likely reason is that your account is not yet set up to participate in the Direct to Home program. Please ask your ipage administrator to sign up for the program. Q: What are the restrictions on using the Direct to Home program? Your account must be set up to participate in the program by your ipage administrator. That includes accepting the Direct to Home terms agreement and confirmation that your account has valid tax exempt/resale status. If you choose to have an item in a Direct to Home order gift wrapped, all the items in that order must be gift wrapped (at an additional charge each). The same pattern wrapping paper must be used on all the items in the order. Direct to Home orders that are to be sent for overnight or two-day delivery must be delivered to an actual street address rather than a post office box. Please see the Direct to Home program terms under Business FAQs for more detailed information. Q: Can I index and/or imprint Bibles that I order using the Direct to Home program? Yes. Q: How do I have items gift wrapped that I ship using the Direct to Home program? On the Order Details page, select if you want the items gift wrapped by selecting the paper pattern from the dropdown box. Cost for gift wrapping is $1.50 per item and if you choose to use gift wrapping, all the items in the Direct to Home order must be gift wrapped. Q: How do I include a marketing message with items I ship using the Direct to Home program? While placing a Direct to Home order, you can choose to input a marketing message that will print on the packing slip. This message might say "Hardcovers always 10% off at XYZ Bookstore" or a similar message promoting your store. To add a marketing message, you create a Direct to Home order. On the Address Details page, go to the field labeled Marketing Message on Packing Slip. In the box next to it, type a message that will print on the packing slip. You can input up to 255 characters (including punctuation and spaces). Page 17

18 If you want to include this message on all subsequent orders and packing slips, click the checkbox labeled Save this message for use on future orders. Click the Next button. The following page displays information for your records. To change or omit the marketing message, simply edit the content in the box or uncheck the message box on an order. Q: Can items ordered through the Direct to Home program be shipped to addresses worldwide? Yes, Ingram customers can send shipments anywhere in the world with Direct to Home. For shipments to the U.S. use the traditional Direct to Home and Direct to Home - Bulk order methods. For shipments outside of the U.S. use the Direct to Home -International order method. For shipments to Military addresses (APO/FPO) use the Direct to Home - Military order method. Q: May I place a Direct to Home order and ship to a prison? You will need to check with the prison to see if they will accept a package from your store before placing the order on ipage. Q: Who in my store can place a Direct to Home order? Anyone who has ordering rights can place a Direct to Home order. Q: How do I print a confirmation of a Direct to Home order for a customer? ipage makes it easy to print an order confirmation for your customer. The Customer Print Version of their Direct to Home order contains important information such as the recipient name and address (ship-to information); your store information; order information (date, your purchase order number, product information such as quantity, title, ISBN, binding, and amount you noted as price); and any additional info such as gift wrap selection, message texts, or imprint/indexing info (for Bibles only). To create a Customer Print Version of their Direct to Home order, create the order as usual. When you reach the confirmation page that states "Your order was submitted successfully," you will also see an image of a printer that's labeled Direct to Home Summary. Click it. When the page appears, use the print function on your internet browser. You can also print additional copies of the Direct to Home Summary from ipage Order History under the Order Status section of ipage. Q: What shipping methods should I use for Direct to Home orders? Page 18

19 Direct to Home (U.S. shipments) On the Order Details page, you see a dropdown box from which you select the shipping method you wish to use for that order. Choices include: USPS Media Mail USPS Priority USPS Media Insured USPS Priority Insured UPS Ground UPS 3-Day Select UPS 2nd Day Air UPS Next Day Air UPS Next Day Air Sat. Delivery Select the method that will get the order to the customer in his or her expected timeframe. Please be aware, however, that only books, videos, and music products can be shipped via USPS Media Mail. USPS Media Mail will not be displayed as a shipping option if product being shipped is ineligible for Media Mail. If shipping by regular Media Mail, no claims may be filed due to lost or damaged orders. Media Mail Insured may be tracked and claims may be filed as needed for lost or damaged orders. Also, USPS Priority is the only shipping method that can be used for APO/FPO shipment to military personnel, and Direct to Home - Bulk orders may only utilize Default Shipping Instructions. Direct to Home International (outside of the U.S.) International shipping options include: Standard rate - $8.95 U.S. per item Asia days Australia/New Zealand days Canada days Caribbean days Europe days India days Latin America days Middle East days Expedited rate - $11.95 U.S. per item Asia 5-9 Days Australia/NZ Days Canada 5-9 Days Caribbean 9-13 Days Europe 5-10 Days India Days Latin America 8-12 Days Page 19

20 Middle East 7-11 Days Shipping Rates Outside the United States Specific rates apply to deliveries to all non-u.s. addresses. When shipping to a U.S. military address, use Direct to Home (military) option instead of Direct to Home (international). Please note: Items will ship from Ingram via mail service to the destination country. They will then be placed into the local mail delivery system. Packages are not trackable. VAT, GST, and Customs Fees The receiver will be notified by the local mail system for collection of any duties or taxes charged by their government. Q: What are the shipping rates for Direct to Home? U.S. shipping rates Rate Each Additional Book USPS Media $3.00 $.50 USPS Priority $6.00 $2.00 USPS Media Insured $5.25 $.50 USPS Priority Insured $8.00 $2.00 UPS Ground $6.00 $.60 UPS 3-Day Select $7.50 $1.50 UPS 2nd Day Air $9.00 $1.50 UPS Next Day Air $13.50 $1.50 UPS Next Day Air, Saturday Delivery $20.50 $3.50 International shipping rates Items will ship from Ingram via mail service to the destination country. Standard rate - $8.95 U.S. per item Expedited rate - $11.95 U.S. per item International Courier Trackable- $31.00 U.S. for the first unit and $10.50 for each additional unit in the shipment NOTE: Shipping charges apply at the SHIPMENT level, not at the order level. Direct to Home orders which result in multiple shipments (filled from Primary and Secondary, include backordered items, etc) will be sent as separate orders. Shipping rates listed do not include the Direct to Home service fees. Q: What are the fees for Direct to Home? Page 20

21 You are charged $.65 per item, with a $4.00 maximum for orders of seven or more copies of the same item in the same shipment (as long as no additional services are ordered for these items). The overall maximum charge for a Direct to Home shipment is $20. For example, if a customer orders 100 copies of a title, the Direct to Home fee is only $4.00. Other charges will apply (shipping, gift wrap, etc.), and you can charge whatever fee you want to the customer. Enabling Pop-ups in Your Browser Q: I'm having trouble processing orders, is there a problem with ipage? Functionality that includes such tasks as Direct to Home or SHOP orders requires that you enable pop-ups within your browser. To enable Pop-ups for IE 7 follow these instructions: Click on the Tools option at the top of the browser window. Select Internet Options in the dropdown menu. Click on the Privacy Tab, and in the Pop-Up Blocker section, click on the Settings button. In the box titled address of Web sites to allow type ipage.ingrambook.com. Click on the Add button and close the window. How to Create a Custom Order Number Q: How do I assign a custom order number? Once you create an order on the Selection List View page, you can assign a custom order number by clicking Edit. This takes you to a note field where you can input a custom order number. Ingram Publisher Services (IPS) Orders Q: What is Ingram Publisher Services? Ingram Publisher Services (IPS) delivers Ingram quality at publisher prices. As a division within the Ingram Book Group, the company provides distribution and other services to publishers. Visit to learn more about the benefits of ordering from Ingram Publisher Services. Q: How has IPS information on ipage been streamlined? If you order from Ingram Publisher Services (IPS) on ipage, you will notice several changes designed to streamline the IPS ordering experience. You will now see a separate IPS menu. IPS Cart From the IPS menu, you will find one single IPS Cart, which houses all IPS orders; you will no longer have separate carts for each individual IPS publisher. (Please note that, if you order from pubsource via ipage, (Current pubsource publishers are HarperCollins, Holtzbrinck, and Random House) you will still have separate carts for each individual pubsource Page 21

22 publisher. The new process for IPS orders will operate very similarly to traditional Ingram wholesale orders. You will be able to choose any order type normally available to your account, with the exception of Direct to Home; Direct to Home is not available for IPS orders. There is a dropdown box for Warehouse with identical options to Ingram wholesale orders, except that OneSource will not be an available option for IPS orders. Backorder options should mirror those of Ingram wholesale orders except that there is an option labeled "Use my IPS default" instead of "Use my Order Default." Also, there is a "Future Titles" option that allows you to only backorder the Not Yet Published titles in your order. The Promotion Code box is a text field for entering the appropriate IPS promotion code. ipage will not validate promotion codes, but they will be checked when the order enters the mainframe processing system. There is a dropdown box for Shipping Instructions with identical options to Ingram wholesale orders, which will vary based on Order Type. You should use a unique Customer PO Number for each IPS order. The Stock Availability Check function is not available for IPS orders at this time. Even though all IPS titles for an order will be contained in a single cart and a single PO, you will receive the applicable terms of sale and discounts for each individual IPS publisher. For example, if your order contains both Applewood and Bloomberg titles, the Applewood items will receive Applewood terms and discounts, and the Bloomberg items will receive Bloomberg terms and discounts. Marketing Page From the IPS menu, you can access a separate Marketing Page for each IPS publisher. From the Shortcuts section of a publisher's Marketing Page, you can access a comprehensive listing of that publisher's titles; the Shortcuts section also include a View Imprints/Publishers link. Online Catalogs and Lists You can access IPS Catalogs from the Publisher Catalogs link on the Browse menu. You may also access IPS Catalogs from a particular IPS publisher's Marketing Page. Order Status You can access your IPS order status and confirmations via a link off the IPS menu. The order information on this page will reflect IPS orders only. You can view your invoicing information for IPS orders via the My Account menu. Returns Status Page 22

23 You can access your IPS returns status information from the My Account menu. When clicking on the IPS Returns Status link, you will be presented with the following information for items purchased through the IPS program and returned. Product Sales (invoiced amount) Month-to-Date and for the last 12 months (This will only include sales made through IPS.) Total Returns in a rolling 13-month period (retail) (This amount only includes returns defined as Overstock, not Hassle-Free Returns. IPS Turn Off A Ingram Publisher Services Settings link is located under the Administrator Settings in the My Account menu. This link is visible to your account's ipage administrator and only if there are one or more ship-to accounts eligible to order from at least one Ingram Publisher Services publisher. Selecting the link takes the administrator to an Ingram Publisher Services Settings page, where the administrator can disable or re-enable their ship-to account(s) for IPS ordering. ipage Order History Q: Can I make changes on the ipage Order History page? No. This page is view-only. Q: Can I see order confirmation information? Yes, as long as there is a confirmation link next to the order date and time located under ipage Order History. Click the link to see the information. Q: Can I see order history that is older than 21 days? Not online. Click Contact Us for order history older than 21 days. Q: How do I contact you if I have questions about an order? Click Electronic Order Department at the bottom of the ipage Order History page to send an . Q: How long is order history available to view online? Page 23

24 21 days. Q: What does the "Not Confirmed" order label mean? The Not Confirmed label serves as an alert that there is a problem with a particular order. Q: What kind of information can I access from the Order History page? ipage offers six Easy Clicks: All Open Orders; Open Purchase Order Summary; Backordered Items; Recently Shipped Orders; ipage Order History; and New Order Status Search. Order Acknowledgement Q: When I order online it tells me that I'll receive an confirming my order. I have never received an . Why is that? Please check your settings to determine if these messages are being mistakenly blocked as "SPAM" by your Internet service provider (ISP). Also, please note that confirmation information may also be accessed on ipage on the Order Tab by selecting Order Status and then selecting ipage Order History on the list of Order Easy Clicks. Q: How can I check the status of an ipage order online? Click the Order Menu Click the Order Status sub tab. Click ipage Order History under Order Status Easy Clicks. Q: If I order on ipage, what should I do if I don't receive an confirmation within 30 minutes? Click the Order menu Click the Order Status sub tab. Click ipage Order History under Order Status Easy Clicks to check to see if the order is there and has a confirmation link. If it's not there, click Electronic Ordering Department at the bottom of the ipage Order History page to send an or call Q: What does "Not Confirmed" in the subject line of a confirmation message mean? Page 24

25 The Not Confirmed subject line for an serves as an alert that there is a problem with a particular order. Order Confirmation Q: Can I edit the Order Confirmation page? No. This page is for display and print purposes only. Q: Can I download the Order Confirmation? Yes. You can click the Download button to download the Order Confirmation into a comma-delimited format that includes all of the information present in the existing confirmation, including consumer information for Direct to Home orders, notes, and line PO numbers. Q: How do I print the Order Confirmation page? Click File on your browser and then click Print. Q: When I'm using the Direct to Home service, how do I print a confirmation for a customer? ipage makes it easy to print an order confirmation for your customer. The Customer Print Version of their Direct to Home order contains important information such as the recipient name and address (ship-to information); your store information; order information (date, your purchase order number, product information such as quantity, title, ISBN, binding, and amount you noted as price); and any additional info such as gift wrap selection, message texts, or imprint/indexing info (for Bibles only). To create a Customer Print Version of their Direct to Home order, create the order as usual. When you reach the confirmation page that states "Your order was submitted successfully," you will also see an image of a printer that's labeled Direct to Home Summary. Click it. When the page appears, use the print function on your internet browser. You can also print additional copies of the Direct to Home Summary from ipage Order History under the Order Status section of ipage. Order Methods Q: What Order Methods are available and how do I choose one? While in a selection list or from Quick Order, click the Order button. You'll go to a page where you select the Order Method you wish to use for this order. Order types include: Page 25

26 Immediate Release Direct-to-Home (DH)* Combining Order Other (Enter code in box -->) Click the name of the Order Method you want. Note: If you choose Combining Order for Order Method, ipage only displays your primary and secondary warehouses. Certain accounts use a two-digit code for order methods and these accounts are required to enter the code to proceed. If you do not already have this code, this option is not applicable to you. Please select Immediate Release or Combining Order instead. Q: When I select Other as my Order Method, a blank box appears next to the selection. What goes in there? Certain accounts use a two-digit code for order methods and these accounts are required to enter the code to proceed. If you do not already have this code, this option is not applicable to you. Please select Immediate Release or Combining Order instead. Users of the Direct to Home (Ingram's direct shipping program) program should select DH from the existing list rather than typing a code for direct shipping. Q: What warehouses are available and how do I choose one? Your primary and secondary warehouses, along with other available warehouses, are listed in the Warehouse box. To select one, click the arrow next to the box and click the name of warehouse you want. Note: Choosing an alternate warehouse (one other than your primary or secondary warehouse), cancels free freight and may affect your discount rates. Q: What if I want to use a different ship-to account for my order? The ShipTo Account field lists the account that you are currently accessing as you build your Selection List or fill your cart with items. However, if you would like to place the order utilizing one of your other ship-to accounts, click the button labeled Use Different Account. You may then choose from a list of all your ship-to accounts and designate the appropriate account for your order. Q: What password do I use? Use the password of the person who is logged on to ipage and who is placing the order. Note: The password is a required field. ipage will not accept an order if the password is missing. Page 26

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