online order guide -...

Craig

online order guide

fresh food & ambient orders Starbucks UK & Ireland

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© 2014 Starbucks Coffee Company. All rights reserved. For internal use only.

Introduction

This guide illustrates step by step how to place your orders for ambient and fresh food products through the Starbucks® online order system. This system presents you with a number of key advantages: · enabling you to create, review and edit orders any time, anywhere · empowering you to efficiently manage your orders; reducing waste and driving profitability · provides you with easy access to feedback and support

Support Before placing your first orders in the Starbucks® online order system please ensure you read this guide fully and contact the Supply Chain Customer Services team if you have any queries. Supply Chain Customer Services – E: [email protected] T: 01442 431473

Logging in Enter the URL, http://starbucks.fast-serve.net/, into your internet browser and you will see the following login screen.

To login you will require your Store ID, which will be provided by the Supply Chain Customer Services team, and your password, which will be changeme by default. You will be asked to change this after the intial log on. If you have forgotten your password you can press forgotten your password? and a new one will be sent to the email address the system has registered for your store. If you enter an incorrect password three times your account will be locked and you will have to contact the Supply Chain Solutions team for it to be unlocked.

mailto:[email protected]

http://starbucks.fast-serve.net/

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Home Page After you have entered your store id and password correctly, you will see your personalized home page of the online order system as shown below.

The homepage consist of the following important areas: · Link to switch between Daily Morning Fresh and Dairy order and Weekly Afternoon Standard Ambient on the very top of screen · Toolbar → top of the screen · Order panel → left sidebar · Dashboard → centre of the screen · Category Search → left sidebar

Switching between order types The top panel allows you to switch between different order types: · Daily Morning Fresh and Dairy Order · Weekly Afternoon Standard Ambient Order Beginning of the page indicates the current order type you are logged in. By clicking on the SWITCH TO other order types:

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Toolbar Towards the top of the homepage you will find the toolbar. The toolbar provides quick links to the most important parts of the Online Order System: · Search button → to find products · Login details → showing your store ID and an option to logout · Account details · Browse all products · Download → option to download your order spreadsheet · Upload → option to upload your order spreadsheet · E-mail order → option to directly e-mail your order independent from the online order System which is only available for fresh food orders

Order Panel The order panel indicates the delivery date and order cut off for the order you currently have selected. It also shows the number of products on the order. By selecting review order you can view a list of all products on the order and amend their quantities as required. By clicking on another date on the calendar you can change the order selected and work on another. You must use the link at the top of the page if you wish to change between fresh food and ambient orders. The calendar indicates the future days for which you can place orders and reflects your order and delivery schedule.

Category search option Below the order panel you will find the category search option. This option allows you to search products by product category and add them onto the order currently selected.

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Account Details By clicking on the account details button on the Toolbar you can access the following sections: · Your order history displays all orders placed in the last six weeks and any future orders already placed. You must use the link at the top of the page if you wish to change between your fresh food and ambient order history. Orders that can be amended read EDIT ORDERS, orders already pushed to the Starbucks

system after the cut-off point will read ORDER IN PROGRESS

· Quick Contact enables you to message the Supply Chain Solutions team.

· Contact Details enables you to review and update your contact details. By ticking the relevant box the system will automatically send the email address it has registered for your store a message alerting you that an order deadline is 60 minutes away if no order has been placed.

There are two other boxes, which if ticked, switch on the Default ordering function for your fresh food or ambient orders. If this is switched on the system will copy an order from the same day the previous week for ambient, if an order deadline has been reached and no order has been placed.

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Please note that if there is no order for the same day the previous week the system will not be able to copy one. If your store is closed for a day, due to a bank holiday or for refurbishment for example, and does not require a fresh food order you must remember to switch off the default ordering function as appropriate. · Address Details, allowing you to review and update your address details

· E-mail Orders, showing you detailed instructions how to e-mail orders to the Online System

· Change password, allowing you to change your password

· Important messages from Supply Chain Customer Services team will also be shown at the top of the Account Details section.

Placing Orders There are three options to submit your orders: · Manually search and add items to an selected order · Upload xls order-form with required items and quantities · Send xls-order form via email to [email protected] (Only for fresh food orders)


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Order Deadlines The deadlines for your orders are as follows: · 08.30 deadline for morning fresh food and dairy orders – to be delivered on day 3 (morning deliveries) or the evening of day 2 (night deliveries). · 12:00 deadline for afternoon ambient orders

Orders placed after the cut-off point

Please ensure you place your order before the cut-off point. The order must be fully submitted before the set cut-off point, allowing time for an upload. If an order is placed after cut-off point, the following error message will be returned: “Your order has been placed after the order cut-off time and cannot be processed. Please ensure that you place your next order before this time.”

Default order option

The default order option has been moved above your Order History. Click on Account Details and the Order History to view the default order option. By selecting this option, if no order is placed, the system will automatically dispatch you an order. For fresh food and ambient orders you can select copy of an order from the same day the previous week.

Please manage this option as required to ensure you have an order, even if you forget to place one.

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Manual ordering Using the first ordering option, you can simply start working on the order currently selected on the order panel calendar. You can also list products using the icon on the toolbar or browse them by category using the category search option below the order panel.

Upload order-form The second and most efficient option for submitting your orders is via xls-upload. Click on the download xls icon on the toolbar and the system will downloaded a spreadsheet featuring all available products and present you with the option to open it. The spreadsheet presents product information in columns A to E from item number, to category and pack size. The following columns represent orders with the delivery date at the top (the date is showing in American format year/mm/dd).

Please do not change the format of any cells on the spreadsheet. Please only edit the following: · Enter the quantities of the products you require under the appropriate delivery date; if you do not require an item please leave it as zero. · If you do not wish to upload order for every delivery date shown on the spreadsheet you can delete the appropriate order columns by right clicking on the top of the column and selecting delete for the list that appears. Please do not simply hide the column or delete its contents. All columns with information in must not have blank columns in between. All order dates on a sheet must be in sequence. Once you have created the order on the spreadsheet you must save it; it can be saved with any name you wish, anywhere on your computer. Next select the upload xls icon on the toolbar. Click on browse button the locate and select the order spreadsheet you saved. Click on Upload and once it is complete all of the products on all orders will be shown in red writing below to confirm.

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Once you have uploaded the orders you can still review and amend them up to their deadlines by selecting the delivery date on the order on the order panel calendar and clicking review order.

E-mail order-form

The third option for submitting your orders is via e-mail and can only be done for fresh food orders. Downloaded a spreadsheet and complete your order on it as you would if you were to upload it. Once saved you can email the order to as an attachment to [email protected]. Multiple sheets can be attached to an email but you must put your store ID in the subject line of the email and ensure you are sending the order from the email address the system has registered for your store. The online order system checks automatically every 5 minutes if any orders have been received in the mailbox. After your e-mail order has been received by the system you will receive a confirmation.

Autoshipment History You can now view autoshipment history online. These are orders dispatched centrally for you by Starbucks. Click on SWITCH TO VIEW AUTOSHIPMENT under the delivery calendar:


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Then click on Account Details:

Autoshipment are visible under the Order History. You can download the order to view the list of items shipped to you and the delivery day the order will be with you, as shown below. You will not be able to amend the autoshipments.

Customer Service Contact options /Delivery Queries

If you require a re-delivery, report late deliveries or urgent issues please contact Supply Chain Customer Services directly using one of the contact options below.

1. Emails via the online ordering system: under your Account details, Quick contact please select the query type, enter details of the query (order number and delivery day), specifying whether a redelivery of products is required and the urgency of the issue, and click on SUBMIT QUERY

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2. OR Telephone call: 01442 431473

3. OR Email: [email protected] , including your store number and name, contact details and details of the issue.

Credit Process

Starbucks Coffee Company will issue credits for pricing discrepancies, incorrect, missing or damaged goods. The deadline for credit request submission is 11am on the delivery day. We advise that you submit credit requests as soon as possible after the delivery. Credits submitted later than 11am cannot be processed.

Credit request process:

o Locate the order you would like to request a credit for in your order history. Ensure you are

looking at the correct order type (Daily Morning Fresh and Dairy Order or Weekly Afternoon

Standard Ambient Order)

o If you need to switch to another order type, as currently, click on the right hand side on the

required order type

o Once under the required order type, click on the account details and scroll down to view

your order history

o Select the order you wish to raise a credit against and click on the order status confirmed


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o You should now see a receipt of your order. Click on the credit request icon to start

requesting a credit.

o In the new window, you can enter quantities where a credit request is required and the

select the reason for the credit from the drop down box. (For example, if under order

4039038 delivery 06-03-14 4 EA of item # 11018006 are missing, enter 4 under Credit

Request QTY and the reason Shortage)

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No quantities higher than ordered quantities, can be entered and credited. You will only be

invoiced for the value listed in the Qty column. You must specify a reason for raising a credit.

o Once all items required are selected, scroll down the page and click Submit Credit Request.

o Once you have submitted your credit, you will not be able to make any changes to it.

o You will be asked to confirm a legal disclaimer after submitting the credit.

o Once you have completed your request, you can view your credit under your order history

as a read only version.

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o The credit will be submitted daily to Starbucks Coffee Company and reviewed

o Your credit will be approved within 4 hours but if we need to investigate your request you

may receive a phone call or an email from us before your credit is approved or rejected.

o If your credit has been approved, the status note will say “Approved” as shown in the image

below

o If your credit has been rejected, the status note will say “Declined”.

Remember:

o CREDITS MUST BE SUBMITTED ONLINE BEFORE 11AM ON THE DELIVERY DAY

o CREDITS RAISED AFTER THIS POINT WILL NOT BE ACCEPTED

o ALL LARGE SHORTAGES/DAMAGES (7 LINES OR MORE OF YOUR ORDER OR CRITICAL ITEMS

THAT REQUIRE AN EMERGENCY ORDER) HAVE TO BE REPORTED TO SCO CS IMMEDIATELY

VIA THE [email protected] EMAIL ADDRESS. YOU MUST ALSO

ENTER THIS CREDIT ONTO THE ONLINE SYSTEM BUT WITHOUT MAKING SCO AWARE AS

SOON AS POSSIBLE YOUR CREDIT REQUEST MAY BE AFFECTED

o PAPER OR EMAIL CREDIT REQUEST FORMS EMAILED TO CUSTOMER SERVICE WILL NOT BE

ACCEPTED.

If you have received your delivery late, after 10.30am, please contact Customer Services to submit your credit request.


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Emergency orders

If you require an ambient order outside of your regular order and delivery schedule, please contact SCO Customer Services.

Training Video and User Guide Training Video and User Guide are now embedded in the online ordering tool, click on the toolbar USER GUIDE

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Delivery Information We are now able to provide you with on-line information about your daily deliveries from GIST. A new link is now available on your Starbucks Online Order System toolbar. The link is called Delivery Information.

It is possible to navigator through the calendar – month by month – by clicking on the left and right arrows.

When delivery information is received and becomes available the day will be highlighted in green. In the above example delivery information for 16-May-14 is available for review.

Selecting the date will provide the following delivery information.

The initial half of the page will show information around the delivery time and driver details.

The bottom half of the page will provide summary information on the delivery/collection/return content.

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The below should be seen as an informational example

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