Staples Contact Information: Account Number: Customer Service Phone Number: Customer Service

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1 Staples Contact Information: Account Number: Customer Service Phone Number: Customer Service Account Manager: Danny Mitz Account Manager

2 Welcome to Staples Advantage This handbook will answer any questions you may have about your Staples 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. 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 1,500 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, value and innovation. 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.

3 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. The benefits of StaplesLink.com. We make ordering quick and easy, so you can focus on the more important things. With StaplesLink.com, 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 items by keyword, item number, brand and more A Shopping List feature based on your past orders 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 StaplesLink.com technical support: Phone: Links@staples.com

4 Online ordering. The StaplesLink.com Home Page gives you access to the online catalog, as well as other features that help you quickly and easily find what you need all from one page. Get Started A. StaplesLink.com Training Tour Private lessons. Got a minute? Take our brief training tour and get yourself up to speed quickly. > Click Customer Service > Select StaplesLink.com Training Tour Time Savers B. Search Find products quickly by entering a keyword or item number. C. Ink & Toner Finder Never (ever) make a mistake. Get the right ink or toner every time, just by knowing your machine s make and model. > Click Ink & Toner Finder > Select brand and model To learn more, visit our Ink and Toner Recycling page on StaplesAdvantage.com D. Quick Order Add an item immediately to your order. E. Enter Several Items Enter up to 20 different items at once. F. Shopping Lists Why do something over and over (and over) again? Create a shopping list and save it then add to it whenever you want to. Shopping List Tip: Look for On Contract items marked with the blue icon box which offer the biggest savings. > Find Shopping Lists > Click View All Lists > Click Create New List Many customers take advantage of StaplesLink.com to place orders online quickly and easily. More than 90 percent of Staples Advantage customers are placing orders through StaplesLink.com. G. Special Offers Features exciting new deals and offers.

5 Online ordering. (continued) Easy Order Management H. View Details & Submit View full details of your order or submit your order for processing. I. Order Management View order status or search for an order. J. Save Partial Orders Build up to the grand finale one step at a time. Log off after adding items incrementally to your order, and then submit it once you re ready. > Build a new order > Log off when you re done adding new items > Your order is automatically saved for when you log back on later > Add additional items K. Returns Process returns online for orders placed. L. Product Details Find the right products easily with enhanced images and detailed product descriptions. M. Your Price The price you see is your company s specific price. N. Delivery Date View the expected date of delivery for any item. O. Order & Package Tracking Status Where s all the stuff you ordered? Learn when your order has been transmitted and shipped. You re just a few clicks away from enlightenment. > Click on My Order Status > Select Order Number or Search For Your Order To learn more, visit our Digital Copy & Print Guide.

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 back-ordered. 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 C. Your unique order ID number D. Your purchase order/ requisition number E. Your release number F. Your Cost Center number G. The fulfillment center from which your order shipped H. Your delivery information I. Your corporate billing information 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 N. Quantity you ordered O. Quantity we shipped P. Customer satisfaction survey

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 StaplesLink.com and click on the Returns link. We ll pick up the items, and your return will be processed. Your account gets credited faster and return items are expedited. If questions arise, StaplesLink.com 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 right 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 StaplesLink.com and click the Returns link on the home page. You ll be taken to a page listing My Shipped Orders. Click on the order number to review line item order details and make a return, or simply click Returns. 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?

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, to our high-quality and 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, special-order 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 StaplesLink.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 Thanks, and welcome to Staples Advantage!