Ordering just got easier.

Transcription

1 Ordering just got easier. A guide to your Staples Advantage program.

2 No Welcome to Staples Advantage. This handbook will answer any questions you may have about your Staples Advantage program. You ll find useful information on how to place orders, as well as tips that will make your ordering experience easy, efficient and economical. Ordering just got easier. A guide to your Staples Advantage program. Staples Advantage is here to make your workday easier by offering incredible savings on a wide assortment of high-quality office products and business services. We ll continually help you find new and smarter ways to reduce costs. And we ve streamlined the entire process, putting everything into one simple program. Your program benefits include: Delivery excellence. Thanks to next-business-day service in most of the country, you ll have your order delivered accurately, exactly where and when you need it. eprocurement expertise. Our team will help you create the right online purchasing solution to help you control costs, streamline ordering, increase program compliance and minimize time spent on procurement. Customer service. Staples Advantage call centers have been recognized by J.D. Power and Associates for providing An Outstanding Customer Service Experience. Retail network. Take full advantage of more than 1,550 U.S. retail stores, conveniently located, to make last-minute business purchases for your organization. Staples brand. From product design and development to sourcing and inspection, every one of our 3,000 products is produced to bring you quality, How can we make it even easier for you? We re always looking for ways to make your Staples experience even easier. Please let us know how we re doing by filling out our customer satisfaction survey online. Your invitation is on the packing slip with every order as well as randomly in your packaged order. Thank you for helping us give you the best service possible. SKU How a r e we doing Your opinion means a lot to us. Please take a moment to fill out a brief survey about your last order experience with us. To get started, visit and enter your order number from the enclosed packing slip. To say thanks for taking the time to complete our survey, Staples Advantage will make a donation to Boys & Girls Clubs of America. Thanks for helping us give you the best service possible. 2

3 The benefits of Staples Advantage. We make ordering quick and easy, so you can focus on the more important things. With Staples Advantage, you ll find the widest assortment of products at your organization s own contract pricing. We re bringing you a simple online shopping experience with: A search function that finds product by keyword, item number, brand and more A Shopping List feature that shows favorite and frequently ordered products, so you get things done quickly A dedicated customer service team to assist you Online hassle-free returns in just a few clicks of your mouse Special offers and incredible prices on must-have office products Efficiency of online ordering Get the most from your Staples program. Order once a week. Determine how much you need to carry you through a full week. Anticipate projects and events. Think about projects or events that may require special or additional quantities of office products. Ordering in advance saves time and avoids frustration. Order early in the day. This helps ensure prompt delivery. Consolidate to save time and money. Whenever possible, consolidate orders with coworkers and pick a time of the day/week to place orders together. For online ordering technical support: Phone: support@staplesadvantage.com 3

4 User Login Type Order.StaplesAdvantage.com in your browser, enter your login information and click Log in. If you forget your User ID or Password, click on Forget your User ID or Password? for assistance. Home Page The Home Page gives you access to all of these features. a Search b Browse Product View specific product categories c Quick Order d Order Multiple Items e Ink & Toner Finder f Shopping Lists g Message Center includes To-do s and important messages b c a D e f g Operating System and Browsers Windows XP Internet Explorer 6.0, 7.0, 8.0 Windows 7 IE6, IE7, IE8, Firefox (Mozilla 3.5) Mac OS X Safari Add items to your order Search: Search for an item by Keyword or Item Number and click Search. Search will display a summary of matching categories and the top-ranking items in each category that match your criteria. Choose a category or brand or go directly to an item. You can also narrow your results by Product Attributes, Recycled or Minority- and/or Women-Owned Business Enterprise products and Products I ve Ordered Before. Quick Order: Enter the Item Number and quantity and click Add to Cart. Order Multiple Items: Allows you to enter up to 20 items at once. Ink & Toner Finder: Helps you find refills and supplies for your business machines. Shopping Lists: Add a custom list of items into your order by choosing from Shopping Lists displayed in the drop-down list. Select the list name to view details of the list. Change quantities as necessary and click Add to Cart. Catalog: Shop by category and select the subcategory to view products. Use the Product Page to add items to your order. Customer Support Hotline:

5 Product Page Access the Product Page either by Browsing Categories or through a Search. To add an item to your cart, enter quantity in the Qty. Box and click Add to Cart. To add an item to a list, click Add to List. You will then be able to select the Shopping List name to add the item to. To check the expected delivery date, enter the quantity you want and click Check Delivery Date. Your Shopping Cart Click View, Cart icon or Checkout to see items in your current order. To Continue Shopping: Click the Continue Shopping button or click the Staples Advantage logo to return to the Home page. To check delivery date: Click Check Delivery Date to see the expected delivery date for item, or click View All Delivery Dates to view expected delivery date for all items. To modify: Change quantities and click Update Cart. Delete an item from your order by clicking the Remove an Item box and then clicking Update Cart. To create a Shopping List: If your order contains items that you order often, enter a list name and click Create New Shopping List. To add Packing Slip Notes: Packing Slip Notes can be added for each item and will appear on your packing slip. To submit order: Click Next to access the Purchase Information page. Enter your purchasing information and click Submit. My Order Status and Tracking To learn more, visit our Digital Copy & Print Guide. To check the status of your submitted orders, click My Order Status in the My Orders tab in the header on the Home Page. My Order Status displays all the orders you ve placed in the last 90 days. Click the Order # to view specific information surrounding a particular order. Package Tracking: Track your orders by clicking on the Truck icon. Click Returns to process an online return. Click the Search for orders button on the My Order Status page and identify specific criteria to find previous orders. 5

6 Receiving your order. Your Packing Slip. When you receive your merchandise, it will come with a packing slip; please retain this for your records. Back-Ordered Items. If the packing slip shows a quantity in the QTY B/O column, this means an item has been backordered. There is no need to reorder. Back-ordered items will be shipped as soon as they are available. You will be notified of any extensive delay. Contact your Staples Advantage Customer Service Team if: There is an item that does not appear on the packing slip but was on the original requisition. (It will need to be reordered.) The packing slip does not match the quantities you received. Reading your Packing Slip. A Your account number B Date your order shipped from our fulfillment center A DF B C E C Your unique order ID number D Your purchase order/requisition number H I G E Your release number F Your Cost Center number G The fulfillment center from which your order shipped K J L M N O H Your delivery information I Your corporate billing information P J Notations regarding your order will appear here K Item number identifies item ordered L Item description with manufacturer s number M Unit of measure that we stock/ship Sample Packing Slip N Quantity you ordered O Quantity we shipped P Customer satisfaction survey 6

7 Returning merchandise. Choose the easiest method. We offer two ways to make returns to Staples: online or by phone. Both methods can be used for any type of return order, large or small. Initiate returns online. Online returns are easy to do, no matter how you placed your order. In fact, all you have to do is log on to Order.StaplesAdvantage.com and click on the Returns link under the My Orders tab. We ll pick up the items, your return will be processed and your account credited faster. Staples Advantage offers a Quick Reference guide, which is available for your associates to learn more. Five easy tips to avoid returns. 1. Be very careful to type in the correct product item number. 2. Confirm the number of items you are actually ordering. 3. Read the product descriptions carefully to make sure they are precisely what you want. 4. When ordering in bulk, determine how many items you need in the long term so you won t be left with any extra. 5. See if anyone else in your office might want the product(s) you don t need. Processing a return online couldn t be easier. 1. Process your return online. Log on to Order.StaplesAdvantage.com and click the Returns link on the Home Page under My Orders. You ll be taken to a page listing My Shipped Orders. Click on the order number to review line item order details, or simply click the Returns button. Complete and submit your return electronically. 2. Print authorization and prepare your package. Place a copy of your Return Authorization in each box being returned. Prepare package(s) for pickup. 3. Pickup is automatic. Driver will come by and pick up the package. That s it there s no need to call Customer Service. Just wait for pickup. What could be easier than that? 7

8 Focused on your needs. Staples Advantage is known for its leadership in office supply procurement, but that s just the beginning. Our comprehensive offering provides organizations around the world with a full complement of products, services and expertise in just about every business function. Office Products. From paper, ink and core office supplies to eco-conscious and diversity-supplier products and to our high-quality, great-value Staples brand, we deliver all your office supply essentials. Facility Solutions. From the restroom to the breakroom, you can depend on our complete range of products and solutions to keep your business in prime working condition. Find the maintenance products, cleaning systems and cafeteria and janitorial supplies you rely on. Technology Solutions. IT essentials, when and where you need them. From desktop technology to networking services, you can rely on us for customized scalable solutions for all your technology needs. Business Interiors. We can help you make your space work. From space planning and design services to installation, ongoing support and environmentally sustainable options, our furniture consultants provide total workspace solutions. Promotional Products. With customized managed programs, specialorder services, and more than 700,000 high-quality promotional items to choose from, we help get your brand noticed. Print Solutions. High-quality print products and services are essential to every organization. We can provide you with every solution, including digital copy & print services, print management, labels and flexible packaging, and more. Now that you have everything you need to get started, visit Order.StaplesAdvantage.com and browse our wide assortment of office products, create shopping lists and get to know our easy ordering system. For more information, or with any questions, contact your Account Manager today or visit StaplesAdvantage.com. Thanks, and welcome to Staples Advantage! 8

9 Ordering just got easier. A guide to your Staples Advantage program.