Knowledgecentre
Welcome to the EC Group Knowledgecentre. Here you can find out the latest news at EC Group, where we have appeared in the press, developments with our clients, and additional resource information that can support your business.
How does outsourced fulfilment work? Here are a few FAQs…
Costs
Pick & Pack - is it on a per order basis or items per order? And if it is the latter, how much is it for the first item in an order and items thereafter?
It depends on the profile of the orders. Typically there's a charge for picking items (per SKU) and a separate charge for packing them. The packing charge will depend on the size and weight of the items and the materials used (cartons/padded bags/envelopes etc.).
Warehousing - are there storage costs and if so, what are they?
Storage is charged on actual occupancy on the basis of an agreed amount per pallet per week. Where the stock is not palletised (i.e. it is stored on shelving) the storage charge is based on the amount of shelving occupied.
Postage - most of our items will be delivered by 2nd class Royal Mail. Will we benefit from bulk discounts you receive? Some orders will need to be couriered. Who do you use, what service is it and what are the charges?
Yes you will benefit from all available Royal Mail discounts. For heavier parcels we can provide a full range of economy and premium carrier services and we have our own transport for more bespoke-type deliveries.
Identifying Stock
A lot of our stock will arrive without individual packaging or labelling from our suppliers. How will it be recognised? How will you know to send the right product?
The correct identification of products when received into stock is crucial and we will need to ensure that everything is properly labelled and identified so that we can correctly identify every item. If necessary we will label everything on receipt.
Packaging
Our products come in all sorts of shapes and sizes. How do you determine the right type of packaging for a product or combination of products that you might find in any given order, ensuring they get the proper protection too?
We carry a range of stock packaging materials and you can rest assured that we will use the most appropriate – and environmentally friendly - materials to afford the protection required to ensure safe and secure transit.
Do you provide the packaging or do we? If you do, is it included in the pick & pack cost? Similarly with labelling - do we provide you with packing slips or do you generate those yourself?
We generally provide all packaging although you can provide it for us if you want to. The way we charge for materials is agreed on a client-by-client basis. We can provide all requisite packing notes and delivery notes and these can be branded to meet your requirements.
Insurance
Are the products in the warehouse insured?
They can be if you ask us to insure them and let us have details of the cost of the items so that we can put them on cover.
Returns/Refunds
I'd like to have some control over this and I'd like to be able to inspect faulty/broken items. Presumably it would be fine to have returns sent to me and then if I think they're fine to sell on, I could send them to you (or just post them myself whenever an order comes through)?
We'd be happy for you to inspect returns or, if you gave us the criteria to check against, we'd be happy to do this for you.
Customer Service
Do you operate a service where inbound enquiries are dealt with?
Absolutely. We can receive and handle calls on your behalf as an extension of your business.
Communication of orders to you
How does it work? Do I send a spreadsheet at the end of the day with all orders (and you then generate your own packing slip)? Or do you need access to my ecommerce system back end? Or do I need to use your own bespoke system?
It can work however you want it to work. We're happy to receive orders from your system (if you have one) or to handle the whole order taking process for you including operating phone lines, setting-up web catalogues and managing your whole e-commerce operation including payment card processing, banking and providing a complete financial reconciliation on a regular (usually monthly) basis.
Invoicing
Will every pick and pack be itemised and labelled up with my order numbers so that I can track what I'm being charged for?
Our invoices are supported by spreadsheets which detail every charge for every order that we process so you would have complete visibility of all costs.
Points of contact
Who will I deal with if I have any queries? I want a regular contact who knows my business!
No problem – we will ensure that you have as many regular points of contact as you need to look after every aspect of your business from Day 1. Your account team contact(s) will be available on the phone, via email and for face-to-face (or video conference) meetings and will always be fully up-to-speed with everything that's going on.
Got another question? Email ecgroupinfo@ecgroup.co.uk and we'll get back to you asap.
