NRHL Drop Ship Operations Manual - Nordstrom

1 NRHL Drop Ship Operations Manualdrop ship & Nordstrom customer benefits How we work with our vendors to seamlessly send items ordered on our website or in our stores directly to our customers is very important. Expanded assortment of products Options that are not offered in stores Earlier access to new styles and trends&VENDORR eceives the order in DscoCUSTOMER places order on is automatically created & sent to DscoVENDOR packs & ships the order directly to the CUSTOMERASN Triggered receipts & sales bookCUSTOMER Receives the orderTable of contentsProgram Requirements 1 Program Data Requirements

2 2-3 Data Exchange 4 Drop Ship Enrollment Process 4 Vendor Business Process Standard 5 Merchandise Strategy 5 Product Selection and Item Setup Spreadsheet

3 5 Cost/Price Discrepancy 5 Packaging Standards 5 Vendor Packaging Standards 5-6 Order Status.

4 Shipment & Delivery 6 Cancellations 7 UPS ASN Requirement/Shipment Tracking Capability 6 Vendor Out of Warehouse & Time to Customer Requirements 6 Ground Order Shipment Expectations 6-7 Additional Shipping Information

5 7-8 Refusals & Undeliverable Shipments 8-9 Customer Refusal/Undeliverable Shipments 9 Replacement of Lost Items 9 Invoicing Process 9 Payment

6 9 Nordstrom Late Order Cancellation 9 Cancelled Orders 9 Vendor PO Cancellation 9 Incorrect or Unpaid Purchase Orders (PO s)

7 10 Shipping Costs 10 Customer Service 10 Drop Ship Operations Inquiry Process 10 Dedicated Vendor Customer Service Requirement 10 Vendor Internal

8 Updates/Changes Protocol & Service Delays 10 Change Process for Vendor Partners 10 Change Process for Nordstrom 11 Service Delays 11 Vendor Partner Performance Scorecard

9 11 Confidentiality Information; Nordstrom Customer Information 11 Additional Drop Ship Vendor Partner Standards 11-12 Nordstrom Partnership Guidelines