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Finance and Fulfilment Programme

Finance and Fulfilment Programme

 

We are upgrading our order management system in January 2017. This will enable us to provide a better service to our customers now and in the future.

As we upgrade our system, there will be changes for some of our customers. This includes new account numbers for our regular customers and a new look for our invoices.

For more details please see the ‘What is changing for me?’ and ‘Frequently Asked Questions’ sections below, which includes details about how to avoid potential order disruptions, or get in touch at customerservices@cambridge.org or +44 (0)1223 325566.

During the initial period after our system change, we will be providing service updates here and on our news page.

What is changing for me?

As part of the upgrade to our order management system, you will see some small changes in how we interact with you. These will include:

  • A new customer account number
  • A new look for all invoices
  • Additional customer order documents

See below for more details on each of these and whether they apply to you.

A new customer account number

We will issue all active customers with a new account number. We will send you your new account number in December 2016. Our Customer Services team can also give this to you when you place after we complete our system upgrade in January 2017.

Some customers may receive multiple account numbers. If you do, quote the number starting with 6 as this is your main account and should be used for ordering and payments. Account numbers starting with a 9 are ‘ship to’ accounts used to specify delivery location.

Don’t worry if you are uncertain about your new account number. Just contact our Customer Services team on +44 (0)1223 325566.

A new look for our invoices

With the upgrade to our order management system, we have changed the look of our invoices and other order documents. All the same information will be available, just in a slightly different format.

We have uploaded previews of what our new invoices look like. If you have any trouble understanding the new format, please contact our Customer Services team at customerservices@cambridge.org.

Additional customer order documents

As well as a new look, we also have a new set of key documents we send to you during the lifecycle of an order. These are a bit different from our old invoices and order documents. You can see an example of the key documents attached.

1. Quotation
If requested, we can send you a quotation, also known as a proforma, listing the prices and discounts of the products in your order before processing.

2. Order Confirmation
After processing your order, we will send you a brief letter or email confirming that your order has been placed.

3. Order Acknowledgement
If requested via our ‘Opt In’ service, we will send you an order acknowledgement once your order has been processed. This document provides details of your requested order. It will look similar to an invoice, but is just for your reference. Please note that products marked as ‘Not yet published’ or ‘Temporarily unavailable’ on your order acknowledgement will record on your account as backorders (unless your account is set not to hold backorders) and will be sent to you once the products become available.
If you wish to ‘Opt In’, please email masterdata@cambridge.org specifying a valid email address to where your order acknowledgement should be sent.

4. Packing List
We will include a packing list with your book shipment. This will detail all of the physical products included in the shipment. Please note that this is not a payable invoice, as it does not contain tax information. [Digital products will not be included in the packing list.]

5. Invoice
After shipping your books, we will send you or your designated bill payer an invoice that contains all the necessary information for payment, also known as a billing document. This will include tax information and freight charges, if applicable. You should make your payment referencing this document. Please note that your invoice will no longer include backorder information, as invoices will only include products that have been delivered to you.

Frequently Asked Questions

We have put together some general information about the changes involved with our system upgrade. If you have any additional or specific questions, please do not hesitate to contact a member of our Customer Services team directly on +44 (0)1223 32556 or customerservices@cambridge.org.

What is happening and why?

As part of our drive towards increased efficiency and great Customer Services, Cambridge University Press is upgrading its order management system in January 2017. This new system will ultimately enable us to improve the experience for our customers going forward.

How does this affect me and/or my company?

As part of this change, you will be assigned a new Cambridge University Press customer account number. We will send a new account number to all active customers in December 2016. Our Customer Services team can also give this to you when you place your first order after we complete our system upgrade in January 2017.

As we prepare to change our system, there will be a short period of disruption to our regular service. We will confirm the dates for when ordering will be impacted shortly. Online ordering for print books via www.cambridge.org will not be available during this time. You can still place orders for print books via EDI, Pubeasy and Nielsen BookNet Teleordering or by directly contacting our Customer Services team on +44 (0)1223 325566. These orders will then be processed after we complete our system upgrade in January 2017.

We may be a little slower at processing and delivering orders in early 2017 as we settle in with our new system. To help minimize any delay to your orders, we advise that you place orders for early 2017 before our system upgrade where possible. Just contact your regular Cambridge University Press sales representative or a member of our Customer Services team.

Who does this change affect?

Our system upgrade in January 2017 involves customers placing orders for print products supplied from our UK warehouse. This can include orders to the UK, Europe, North Africa, Middle East, Japan, Pakistan, and southern cone of South America. This change will also affect customers ordering our digital only products, as we process the majority of these orders from Cambridge. If you have any questions about whether this change will affect you, contact us at customerservices@cambridge.org.

Who does this change not affect?

This will not affect orders for Journals products or subscriptions. Additionally, these changes have already been implemented for print orders supplied from North America. Please continue to use your current account number(s) for these orders.

I order via PubEasy, EDI or Nielsen BookNet Teleordering. How will this affect me?

You can continue to place orders as normal, but there will be a period before our launch date in January 2017 when we will not be able to process or supply new orders. You will receive the acknowledgement for orders placed during this period after we complete our system upgrade. We will confirm exact dates for this period shortly.

We will automatically update your account with your new account number. If you experience any issues, please contact our Customer Services team on +44 (0)1223 325566 or customerservices@cambridge.org.

How can I get in touch if I have a question?

If you have any questions, please talk to your usual Cambridge University Press sales representative or credit controller, or contact our Customer Services team by any of the following methods:

General questions or enquiries: customerservices@cambridge.org

Payment remittance advice: cashier@cambridge.org

Telephone: +44 (0)1223 325566

Address: Cambridge University Press, University Printing House, Shaftesbury Road, Cambridge CB2 8BS, UK

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