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We upgraded our order management system on 18 January 2017. This will enable us to provide a better service to our customers now and in the future.
As part of our system upgrade, there are 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 include details about our system change, or get in touch at firstname.lastname@example.org or +44 (0)1223 325566.
During the initial period after our system change, we will be providing service updates here.
What is changing for me?
As part of the upgrade to our order management system, you may see some small changes in how we interact with you. These include:
- A new customer account number
- A new look for invoice, which will be sent separately from your shipment
- Additional customer order documents
- A change to how we calculate invoice payment dates
See below for more details on each of these and whether they apply to you.
A new customer account number
All active customers have been issued with a new account number. If you didn't receive your new account number in December 2016, our Customer Services team can give this to you when you place your next order.
Some customers may have multiple account numbers. Account numbers starting with a 6 or 7 are for statement/payment accounts, which will be used for invoicing and payments. Account numbers starting with a 9 are ‘ship to’ accounts (delivery accounts) used to specify delivery address on an order.
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 is available, just in a slightly different format. Your invoice will also be sent separately from any shipments, either by mail or email. To update your contact address or email for invoices, please contact Customer Services.
We have uploaded examples of what our new invoices look like at the bottom of this page. If you have any trouble understanding the new format, please contact our Customer Services team at email@example.com.
Additional customer order documents
We have a new set of key documents that we will 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.
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 firstname.lastname@example.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.]
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.
A change to how we calculate invoice payment dates
As of 18 January 2017, we have changed the way we calculate payment due dates for our credit account customers. Your invoice payment date is now calculated from the invoice issue date. Previously, your invoice payment date was calculated from the end of the month in which your invoice was issued.
For example, consider the scenario where the invoice date is 1 March and the agreed invoice payment terms are 30 days.
Previously, your payment due date would be calculated from the end of March plus the 30 days of your agreed payment terms – or 30 April. Going forward, your payment date will be calculated from the date your invoice was issued. For a 1 March invoice, the payment date would be calculated as 30 days from the invoice date – or 31 March. However, if this date does not fall on a month end, the payment due date will be set as the nearest month end after that date. So for an invoice issued on 2 March, the final payment due date would be 30 April; 2 March plus 30 days is 1 April and the payment will be due on 30 April as the nearest month end after that date.
If you have any further questions regarding our new way of calculating due dates please contact your regular Credit Controller.
|Middle East & North Africa||+44 01223 email@example.com|
|Cambridge Core||+44 01223 firstname.lastname@example.org|
|Africa & Caribbean||+44 01223 email@example.com|
|Eastern Europe||+44 01223 firstname.lastname@example.org|
|Greece, Cyprus, Malta, Turkey||+44 01223 email@example.com|
|Western Europe||+44 01223 firstname.lastname@example.org|
+44 01223 342033 or
+44 01223 325878
|Education Products||+44 01223 email@example.com|
|Amazon||+44 01223 firstname.lastname@example.org|
|eBooks||+44 01223 email@example.com|
|Southern Cone||+44 01223 firstname.lastname@example.org|
|Japan||+44 01223 email@example.com|
|Rights||+44 01223 firstname.lastname@example.org|
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 email@example.com.
What is happening and why?
As part of our drive towards increased efficiency and great customer service, Cambridge University Press upgraded its order management system on 18 January 2017. Our 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 have been assigned a new Cambridge University Press customer account number. If you did not receive your new account number by mail in December 2016, our Customer Services team can give this to you when you place your next order.
We may be a little slower at processing and delivering orders as we settle in with our new system in early 2017. If you experience any issues, please contact a member of our Customer Services team at +44 (0)1223 325566.
Who does this change affect?
Our system upgrade 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 the southern cone of South America. This change also affects 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 affects you, contact us at firstname.lastname@example.org.
Who does this change not affect?
This does 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.
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: email@example.com
Payment remittance advice: firstname.lastname@example.org
Telephone: +44 (0)1223 325566
Address: Cambridge University Press, University Printing House, Shaftesbury Road, Cambridge CB2 8BS, UK