After The Order

After each order is placed, you will receive an order confirmation via fax, mail, phone or email (you decide). Your confirmation will recap your ordering information in detail.

Notification Procedure
Completebook.com will confirm availability, provide the requestor with our control number, and furnish our shipment date. Reports are run each morning that identify individual orders that may not make their expected delivery dates.

Corporate clients are then notified by phone, fax, or email as to the status of their order. On individual order confirmations, which are transmitted to the requestor after each order, a due date is specified. If the client does not receive his or her package by the expected due date, they are advised to call Completebook.com so that we may place a tracer on the package. In the event that a publication's availability is unknown at the time of order, the client will be advised at that time and contacted when the titles' availability is known. Completebook.com’s historical fill ratio is over 99%. This does not include books that are "out-of-print."

In the event a title or publisher cannot be identified, we contact our customers for additional information. If after receiving such additional information we are still unable to transmit the order, we will cancel the order and advise the customer within 3 days.

Reporting
Statistical reports are available monthly, quarterly and annually or upon request and will include the following:

1. Order fill ratio; average percent of orders filled within a specific time period (one day, seven days, two weeks, etc.)

2. Backorder ratio; actual turnaround time between order placement and fulfillment. Number of unfilled or "open" orders.

3. Year-to-date expenditure reports will be available on a monthly basis and are part of a consolidated statistical report. This expenditure report can be run either separately by individual cost center or by entire account. The above reports can be sorted in any combination of ways. Completebook.com will make its statistical reports available by employee name, division, etc.

4. Time to delivery reports are run on a monthly basis, or as requested. Our current average delivery time for books is 7.2 business days. This includes items that are in stock in our warehouses and titles that are ordered directly from the publisher.

5. Status reports: Typically generated upon request. Also used internally by COMPLETEBOOK.COM as a means to monitor delivery performance. This report can be sent to individuals or departments, and documents extended delivery dates, backorders, not-yet-published titles, and titles that have gone out of print.

6. Reports are provided on disk, in print, or through EDI. Direct EDI reports are limited to the fields within the EDI system its self. Therefore, most clients prefer to receive reports on disk. Disk reports provide raw data that can be easily manipulated to reveal the necessary information.

7. Order Confirmations. Generated for each individual order. Order confirmations can be mailed or faxed to individuals or the governing body. E-mail confirmations differ slightly in appearance. Order confirmations state the title, quantity, requestor name, Completebook.com order number, order date, expected delivery date, and contact information.

8. Customized reports are available on request.

Order Processing and Delivery:
All orders are processed and acknowledged within twenty-four hours of receipt. Average turnaround time is one to ten days depending on the method of shipment. Common titles are typically delivered in, or less than, one week, whether in stock in our warehouse or in stock at the publisher.

Foreign orders and uncommon titles, such as conference proceedings, usually require a three-week lead time unless "RUSH" service is requested. In-stock items are always shipped the same day unless we are instructed to hold a shipment for completion. Any orders which will take longer than thirty days to ship will be reconfirmed with the ordering department, at that time the option to cancel will be available.

Returns/Cancellations
Returns of correctly shipped items are accepted with prior approval. Should an incorrect or defective item be shipped, it may be returned for the correct item. Completebook.com will make every effort to replace damaged or incorrect merchandise/quantity within 48 hours. Because Completebook.com orders from over 45,000 publishers we must reserve the right to base our return policy for correctly shipped items on the return policy of the individual publisher. However, our general guarantee of accepting all merchandise for return, within sixty days of the transaction, applies.

Any order can be cancelled without question if the order has not shipped from our warehouse, or been pre-paid to the publisher.

Invoicing/Payment
Typical payment terms are net 30 days. Invoices for books are not submitted until after the book(s) have been shipped from Completebook.com. Completebook.com is capable of transmitting invoices electronically and accepting payment via EFT. Our system interfaces with SAP, Oracle Financials, Ariba, PerfectCommerce and many other automated procurement software packages. Our EDI Coordinator will be happy to assist in the set-up of any form of electronic invoicing and payment system.

All major credit cards accepted:

• American Express
• Visa
• MasterCard
• Discover
• Diner's Club

Conventional invoicing and consolidated invoicing on an other-than-monthly basis by mail is available as well.

Please contact our Accounts Payable department at 800-986-1775 with any questions regarding invoicing.