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G-Commerce FAQ’s

G-Commerce FAQ’s

Below are common questions we receive from customers who are either participating or interested in participating in the G-Commerce drop ship fulfillment program. Please be advised that there are more FAQ’s in the G-Commerce Reference Guide relating to our Digital Catalogs that we send for product selections. If you are having trouble with learning how to use the Digital Catalog application, please first refer to that section of the FAQ’s section in the guide before contacting us.

If you cannot find a solution to your concern in the Frequently Asked Questions section, please do not hesitate to contact our G-Commerce support team at G-Comm@gersoncompany.com. You may also contact our Customer Service team at 1.800.444.8172 with any G-Commerce related questions.

Ordering

I have received an Order Form error. What could cause that?

There are several potential causes for an Order Form error. Please see the below common issues we find on Order Forms and how to identify them:

  • All cells highlighted in gray on the Order Form templates are required to be completed. If any part of the Order Form that is required is not complete, we will not be able to receive your order correctly in our system which will cause delays in processing
  • If you are paying by Credit Card, the last four digits of the Credit Card applied on the submitted Order Form template must match a Credit Card we have on file for your business. Please see the Standard Payment Methods section of the G-Commerce Reference Guide if you have further questions or concerns on payment and how this could affect processing your orders.
  • If any referenced data point in the document does not match our system, this will process as an error. This includes, but is not restricted to, product codes and/or Gerson item numbers that are incorrectly listed (typos) on the Order Form. If the incorrect product code is supplied in the Order Form, we will not be able to import the order.
Can I submit orders over the weekend or after business hours?

Yes, you can submit your Order Form templates at any time to the fulfillment@gersoncompany.com email address. The order import process for all G-Commerce orders occurs at 10:00 a.m. and 1:00 p.m. CST each weekday, except on holidays. We suggest that all G-Commerce customers plan their order submissions based on this import timing.

Please be advised, however, that any orders submitted after 1:00 p.m. CST or over the weekend will not be processed until the following business day during the 10:00 a.m. CST import. We do not process or ship any orders during the weekend.

I submitted an order on a Monday at 2 p.m., and did not receive an Order Confirmation email by end of business on Tuesday. Should I resubmit my order for processing?

No. Please never submit the same order and/or Order Form template twice. First, please contact G-Comm@gersoncompany.com to notify our G-Commerce support team that you did not receive an Order Confirmation email, and check to see if your order was placed. Our support team will be able to confirm whether the order was processed, and work with our IT department to resolve any issues with email notifications.

Shipments

I submitted an order at 2:00 p.m. on Tuesday. When can I expect this order to ship to my customer?

Our standard lead time for drop ship orders is 1–2 business days. All G-Commerce orders are imported into our system twice daily at 10:00 a.m. and 1:00 p.m. CST every business day (Monday through Friday, unless there is a holiday). For any order received after the 1:00 p.m. CST import process, the order will not be processed until the following business day at 10:00 a.m. Shipment will then occur in 1–2 business days after, so this order would ship by end of business day on Thursday.

I submitted an order on Saturday (and/or Sunday). When can I expect this order to ship?

The Gerson Companies does not process or ship G-Commerce orders after regular business hours or over the weekend. Any orders received over the weekend will not be imported until the following business day (Monday) during the 10:00 a.m. CST import. Shipment will then occur in 1 – 2 business days after, so this order should ship by end of business day on Tuesday.

How will I receive Shipment Tracking for my G-Commerce orders?

Every G-Commerce customer will receive email notifications at 11:30 p.m. CST for all shipments that occurred that day. Included in that email will be all Shipment Tracking numbers for each order (non-FTP customers). FTP customers will receive the same email notification regarding the day’s shipments, though tracking can be found in the designated folder on your FTP site.

I submitted an order on Monday, and it still hasn’t shipped by Wednesday. Who should I contact to request an order status?

For any G-Commerce shipment related concerns or questions, please contact the G-Commerce support team at G-Comm@gersoncompany.com. Our support team will be able to check the status of your order and advise if there are any holds or issues with your order.

My customer’s order was shipped incomplete. Who should I contact?

If an order is shipped incomplete, please contact the G-Commerce support team at G-Comm@gersoncompany.com. Provide them with the order number and the item number and quantity that were missing from the shipment. Depending on your customer’s needs and our current inventory levels of any short-shipped product, we may be able to re-ship that product.

I received Shipment Tracking for an order, but the shipment has still not reached my customer. What should I do?

Sometimes customers provide incomplete shipping addresses, or the customer’s address is difficult for the carrier to locate. In those cases, the carrier usually notifies The Gerson Companies, and we will then reach out to the retailer (not the retailer’s customer) to resolve.

If you do not receive a call from the G-Commerce support team, and the shipment has not been received by your customer after 5 business days from receipt of Shipment Tracking, please contact us at G-Comm@gersoncompany.com.

 

Products & Product Details

If a customer requests additional product information that was not provided upon initial set-up, who should I contact?

Please contact the G-Commerce support team at G-Comm@gersoncompany.com if you are missing any product details that were not supplied during the initial product selection process.

How can I request additional product images for a product?

Please contact the G-Commerce support team at G-Comm@gersoncompany.com if you would like to request additional images for any of our G-Commerce products. We do not guarantee to have any additional images than what is provided in the Digital Catalog during initial product selection.

I want to sell specific seasonal products, like Christmas trees, year-round. Is that possible?

Our drop ship products are available year-round for shipment from our distribution center as long as there is inventory available. If there is inventory available for a seasonal product, we will ship the product if there is an order placed.

If there is no inventory available for a seasonal product when it is out of season, we will not be able to ship that product. We do not guarantee that all products from a seasonal assortment will be available for the following season.

I have noticed that some items are showing zero on my Inventory Feed. When can I expect to see those items back in stock? Who should I contact about this?

Inventory fluctuates regularly in G-Commerce due to high order volumes during specific times of year. Some products sell faster than others, and inventory might not be available to replenish throughout the year. This does not mean that inventory will not replenish sometime in the future, although it depends on the type of products you are interested in seeing more inventory for.

  • Seasonal products on our G-Commerce drop ship listing will only be replenished during the season they are expected to be sold in (Spring and Fall/Holiday). If a seasonal product is out of stock, it will likely not be re-stocked until the following year as long as the product is re-selected for that season. We do not guarantee that any seasonal items will remain in our drop ship list from season to season.
  • Non-seasonal replenishment products from our Gerson Everyday™ division will be replenished year-round as long as the product remains active in our catalogs. If a product is discontinued from a current catalog cycle, and there are no plans to reorder, the product will be discontinued when all current inventory runs out.

If you have questions about inventory levels that cannot be answered by reviewing the Inventory Feed you receive daily, please reach out to the G-Commerce support team at G-Comm@gersoncompany.com.

How often can we expect new products to be added to the G-Commerce product assortment?

We infuse the G-Commerce assortment with new products twice a year. Retailers participating in the program can expect this to happen around February/March and September/October. At the same time as new products are added to the assortment, there will be product discontinuations.

If I decide I want to add more products to my product offering on my E-Commerce website, who should I contact?

For any questions related to adding more products to your E-Commerce website, please contact the G-Commerce support team at G-Comm@gersoncompany.com. Please be advised that unless we have had a new catalog season, new products may not be available from the last list you received from The Gerson Companies for G-Commerce.

I am interested in listing GG Collection® products on my website. What is the process for pre-approval in order to sell GG Collection® products through my website?

If you have interest in uploading and selling GG Collection® products on your website, please contact our G-Commerce support team at G-Comm@gersoncompany.com. Our support representatives will coordinate internally to begin this pre-approval process. Please be advised that The Gerson Companies’ reserves the right to decline any retailer’s application to sell GG Collection® products on their website, or discontinue selling GG Collection® products to any retailer at any time.

GG Collection® products have a maintained Minimum Advertised Price (MAP) which any retailer that has interest in selling this product MUST agree to and abide by on their E-Commerce website. This will be randomly checked and authenticated by The Gerson Companies’ representatives. If at any time a G-Commerce program participant is found to be non-compliant with our designated MAP structure for any GG Collection® product, that retailer will be required to immediately discontinue selling all GG Collection® products on their E-Commerce website. Also, that retailer will be at risk for removal from the G-Commerce program.

I see that MSRP pricing is supplied for all drop ship products. How is this MSRP calculated? Am I required to adhere to the MSRP?

The G-Commerce standard Manufacturer’s Suggested Retail Price (MSRP) is based off of a 50% gross margin opportunity from any product’s sell price to the retailer. This means that for any given product in our assortment, if you decide to use the provided MSRP for that product, you have an opportunity to make 50% gross margin.

G-Commerce program participants are not required to use the MSRP. MSRP is a suggestion, not a requirement. You can determine your own retail price for most drop ship products on your E-Commerce website (excluding GG Collection® products). Our suggestion is that the retailer utilize our supplied MSRP pricing in order to receive the most gross margin opportunity when selling our product, but if the retailer determines they want to lower the MSRP and incur less gross margin in order to remain competitive, that is at the discretion of the retailer.

Please be advised that MSRP and MAP pricing are not the same. MSRP is alterable, while MAP pricing must be adhered to. All products in the GG Collection® that are included in our drop ship assortment must be sold at the MAP price, although The Gerson Companies will also provide an MSRP price; you may retail GG Collection® products on your website for any price between the MAP and MSRP, but the retail price cannot be lower than the Minimum Advertised Price (MAP) by law.

When reviewing the drop ship product assortment, I noticed that the prices do not adhere to or match the catalog sell price for the same item. Why is that? Do you ever discount this pricing?

The Gerson Companies’ applies a percentage of additional cost to our drop ship products. This percentage is determined by a number of factors including (although not exclusively): Individual product re-pack cost, higher return rate probability, additional labor, etc. In order to account for all the additional costs that are associated with drop shipping, we must apply a percentage onto our drop ship products. As such, the pricing for all drop ship products will not match the catalog price for a majority of the items in our assortment.

We do not offer discounts on our sell price for our drop ship products. This price is nonnegotiable, and will be confirmed and adjusted at time of purchase if the incorrect sell price is issued on any purchase order provided by a G-Commerce program participant. Pricing for our drop ship products is maintained, managed, and reviewed semi-annually. The Gerson Companies’ reserves the right to increase and/or decrease the price for any drop ship product at any time for any reason.

 

Return Policy

If a customer contacts my business for a damaged/defective product, who should I contact?

Please review the Return Policy section of the G-Commerce Reference Guide. To submit a claim for damaged/defective merchandise, please visit the following hyperlink and complete the form there accordingly: http://gersoncompany.com/drop-ship-claim-request/.

Please do not have your customer reach out to The Gerson Companies directly. We require that all G-Commerce program participants work directly with their customers, and then communicate any claims or other issues to The Gerson Companies.

I have submitted a claim for replacement merchandise for a customer. When can my customer expect to receive the replacement?

All drop ship claims are usually processed within 2 – 3 business days after receipt of the claim. Any drop ship claim for replacement will be shipped with approximately the same time-frame as a regular drop ship order (1 – 2 business days) after it has been processed. If you would like to check the status of a replacement, please contact the G-Commerce support team at G-Comm@gersoncompany.com.

My business has received a charge for replacement merchandise. Why?

As noted in the Return Policy section of the G-Commerce Reference Guide, all replacements can be shipped before receipt of damaged/defective merchandise. However, The Gerson Companies will charge the cost of the replacement merchandise against the business’ account if the return has not been received before shipment. Once the return from your customer is received at our distribution center, it will be processed and the cost of the replacement merchandise will be credited back to the business’ account at that time.

I have a customer who would like to return merchandise for 'buyer’s remorse'. The product is undamaged and is not defective. Will you accept this return?

The G-Commerce Return Policy states that we will not accept returns for products due to “buyer’s remorse”. If a return is sent back to The Gerson Companies and the product is not damaged/defective, we will not credit the cost of the merchandise back to your business’ account. Please also be advised that any non-defective returns are subject to a 20% restocking fee.

You may choose to accept back this returned merchandise from your customer, and then resell that merchandise to another customer via your website or sell it in your store. However, please be advised that once returned merchandise has been re-sold to another customer, it can no longer be submitted as a defective or damage claim to The Gerson Companies at a later date. The Gerson Companies’ refuses to process any defective or damage claims for re-sold merchandise.

I have questions about how to complete the Drop Ship Claim Request Form online. Who should I contact?

Please read all directions provided with the Drop Ship Claim Request form online. If the description and explanations provided do not answer your question or concern, please contact the G-Commerce support team at G-Comm@gersoncompany.com.

I have a customer who received a product with a broken and/or defective part or piece that appears to be replaceable. How do I submit a claim for replacement parts only?

The Gerson Companies does not guarantee replacement part(s) for any of our drop ship products. However, you may contact the G-Commerce support team at G-Comm@gersoncompany.com to confirm if a replacement part is available for a particular product. Before contacting us, please assemble the following details: An image of the broken part, the Gerson sku number, and the PO# the product was ordered on.

 

 

Important Dates:

Showroom Opens (Fall/Christmas):
December 3, 2018
Atlanta Market:
January 8th - January 15th
Dallas Market:
January 16th - January 27th
New England Market:
October 15th - 16th
Olathe Open House:
January 18th - January 21st
Las Vegas Market:
January 27th - January 31st