|
What
is the Nelson Education's Service Plus Program?
This is a customer loyalty program for college stores. Our major objectives with this program are to drive and reward good business behavior on the part of our college store customers. This includes rewarding the growth of the net Nelson Education purchases and lower returns, as well as our rush reorder services and inventory in place.
return
to top
How
has the Service Plus Program been revised?
Effective January 1, 2004:
- No more restocking fees
- Expanded rewards
- Discounts off every order, all year
- Discounts automatically applied to every invoice
return
to top
What
is the Returns Policy?
The
Returns Policy includes the following guidelines:
- Returns are allowed for products bought directly from Thomson USA. Product purchased from overseas and returned to the Thomson Distribution Center will be refused back to the customer and no credit will be issued.
- Returns must be shipped prepaid by traceable
means and be accompanied by one packing list per carton indicating
quantity and titles returned.
- Returns must reference the original invoice
numbers for titles included. If a college store wishes to return
materials but do not have a copy of the original invoice, they
should request permission from Customer Support.
- Returns must be in saleable condition.
All software and CD-ROMs must be returned to Nelson Education
with the original envelope seal or package seal unbroken and intact.
Custom-published titles carry a returns limit of 15% of the quantity
ordered and must be returned within 12 months of the invoice date.
All SmartPaks must be in their original unbroken shrink-wrap.
- Returns must be packed in cartons of at
least 257 lbs. test for larger boxes and 200 lbs. test for smaller
(similar to Nelson Education's shipping standards). Product must
be packed with sufficient and appropriate packing material.
- Returns of superseded titles must be received
within 90 days of publication of the new edition. The Last Date
to Return the superseded titles can be found on the Upcoming Editions page. This page is updated weekly.
- Returns of Out
of Print titles must be received within 90 days of notification.
The Last Date to Return the Out of Print titles can be found on
the page. This page is updated every month.
- The returns policy timeframe is dependent upon the Service Plus status level of the bookstore. Twenty percent of the original quantity ordered on Custom product can be returned up to 12 months from the invoice date regardless of the store's Service Plus status.
- When a course is canceled, return the entire quantity originally ordered. Please mark on your return charge back that the return is due to a "course cancellation". As long as the complete quantity ordered is returned within 90 days of the invoice, your return credit will not count against your Service Plus returns amount. Custom orders are excluded from this "course cancellation" policy.
return
to top
What is the procedure for counting cartons before signing for a shipment and how do I make claims?
Counting cartons when signing-
It is the receiving persons responsibility to verify carton count (not skid count) of all incoming shipments. If this is not done and if there is a shortage later that has not been noted on the POD, no claim can be filed.
Marking the delivery receipt subject to count does not take away customer liability. All cartons must be counted and signed for.
Damaged cartons when signing-
The receiving person must note all visible damages on delivery receipt as well as call the delivering terminal within 48 hours to arrange a damage inspection. Once the inspection has been done, the customer will need to call into Nelson Education Customer Support to advise them of the damages and fax a copy of the inspection to the customer support representative. If this is not done, no claim can be filed.
If the damages are not visible when signing in the shipment, then the customer will need to call the carrier immediately and advise the carrier of the damages. The carrier then will arrange a damage inspection. Once the customer receives a copy of the inspection report, he/she will need to call Customer Support to advise what has been damaged and fax a copy of the inspection report.
Mixed cartons in pallet when signing-
If the receiving person notices cartons that do not belong to them when signing for their shipment, they need to refuse those cartons and make note on the delivery receipt of how many cartons were refused and why.
return
to top
How
often will we evaluate the status of our customers?
Once
a year on January 1st, we evaluate the Service Plus statistics
of every store the previous calendar year. The status earned
will remain in effect for the entire calendar year. For
example a store's 2004 calendar year Thomson Learning activity
determines their 2005 program status.
return
to top
What is our Deferred
Payment Program and how can I take advantage of it?
Deferred payments allows you to order early and pay after rush. When placing your orders' you can request deferred payments in June until September 15th, July until September 15th, and November until January 15th. Request deferred payments in the Special Instructions on Pubnet and click on the "deferred payment" box when ordering on-line. This program is only available by request.
return to top
What is Nelson's InfoTrac Card Replacement Policy?
InfoTrac cards that are stolen or missing from new Nelson Education textbooks can be replaced through Nelson Education Customer Support at 800-268-2222.
- Books purchased with the InfoTrac card bound in should be shrinkwrapped with the InfoTrac card placed on the page with the remaining bound in tab before returning.
- Books purchased with the InfoTrac card loose inside the front cover should be shrinkwrapped with the InfoTrac card placed inside the front cover and stickered with the original InfoTrac package ISBN before returning.
return to top
What is Nelson Education's Pricing Structure?
Thomson Learning has a one-price structure for its college textbooks. The policy ensures that on-line retailers, distributors, and college bookstores will all pay one uniform net price when purchasing college textbooks from Nelson Education. Price increases are generally restricted to 5/1 and 11/1; however, prices are subject to change without notice.
return to top
|
