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EST - Standard Operating Procedure

Updated

This is the Standard Operating Procedure for the EST warehouse. It contains basic information on how your goods should arrive at the warehouse, warehousing and order processing principles and information about returns.

 

 

1. General Information

1.1 Hours for delivering goods & email for delivery booking

Opening Hours for Deliveries : Monday to Friday, 08:00 hrs to 16:00 hrs 

1.2 Warehouse addresses

Important! Check which warehouse your goods are stored at with OGOship. You will receive the correct warehouse delivery address from your onboarding person. Delivery to the incorrect warehouse means a longer inbounding time, as goods need to be transferred to the correct warehouse.

2. Inbound Delivery requirements

2.1 Labelling requirements of goods

  1. Scannable barcodes or QR codes are required to be attached to every item sent to the warehouse. Examples in the photo below.
  2. Please note! In case the markings on your goods do not match the correct requirements presented above, the warehouse reserves the right to re-label the incoming products with an additional charge during the inbound.

All barcode numbers need to be in myOGO prior to the arrival of the goods.

2.2 Less-than-truckload and parcel deliveries

The inbounding speed is one critical component of your expectation from OGOship. Efficient, compliant deliveries facilitate accurate speedy and a cost-efficient processing of your incoming stock. In order for the warehouse to inbound your goods efficiently, please ensure the following things:

  1. Create a Stock Update in myOGO at least 48 working day hours before arrival of goods at the warehouse. Unexpected arrivals will be processed best endeavors permitting, additional surcharges may apply for a missing or inadequate Stock Update or for deviating SKU's being delivered compared with the Stock Update.
  2. It is important that only 1 line of each SKU is created containing the total quantity of the delivery. 
  3. The information in the Stock Update will transfer to the warehouse for inbound scheduling and comparison of announced inbound goods versus arrived goods. Hence, make sure to fill in all fields available when creating the Stock Update in myOGO.
  4. Boxes should weigh no more than 30kg, should be undamaged and labeled with SKU, Barcode, and Quantity (handwritten if need be). This all helps the warehouse in identifying, sorting and shelving your goods faster.
  5. Items should be marked with clear identification, name, barcode on each item and packed with identical items in one box, the box must be clearly marked with number of items, name and barcode to optimize inbound handling.
  6. SKU and barcode on the products shall match SKU and barcode known in myOGO 
  7. At least one parcel in the inbound delivery should contain the auto-generated PDF generated in myOGO when creating a Stock Update.
  8. If goods arrive to the warehouse without any Stock Update, Client shall pay fee of 100 EUR for additional handling and investigation time.

2.3 Container or full truck (33+ EUR-pallet) shipment delivery requirements

The following requirements apply to container shipments: 

  1. The inbounding speed is one critical component of your expectation from OGOship. Efficient, compliant deliveries facilitate accurate speedy processing of your arrivals. In order for the warehouse to inbound your goods efficiently, please ensure the following things:
  2. Create a Stock Update in MyOGO at least 5 working days before arrival of goods at the warehouse. Unexpected arrivals will be processed best endeavors permitting, additional surcharges may apply for a missing or inadequate Stock Update or for deviating SKU's being delivered compared with the Stock Update.
  3. It is important that only 1 line of each SKU is created containing the total quantity of the delivery. 
  4. The information in the Stock Update will transfer to the warehouse for inbound scheduling and comparison of announced inbound goods versus arrived goods. Hence, make sure to fill in all fields available when creating the Stock Update in myOGO.
  5. Boxes should weigh no more than 30kg, should be undamaged and labeled with SKU, Barcode, and Quantity (handwritten if need be). This all helps the warehouse in identifying, sorting and shelving your goods faster.
  6. Items should be marked with clear identification, name, barcode on each item and packed with identical items in one box, the box must be clearly marked with number of items, name and barcode to optimize inbound handling.
  7. SKU and barcode on the products must match SKU and barcode known in myOGO 
  8. At least one parcel in the inbound delivery should contain the auto-generated PDF generated in myOGO when creating a Stock Update.
  9. If goods arrive to the warehouse without any Stock Update, Client shall pay fee of 100 EUR for additional handling and investigation time.

2.4 General requirements of inbound deliveries

Pallets: 

  1. All products must be delivered on EUR-1 pallets, 80 x 120 cm. The maximum pallet height is 140cm.
  2. Boxes must be shrink-wrapped to pallets, with products stacked leaving at least 1 cm to the edge of the pallet. 
  3. All products must be stacked in a stable and secure manner. 
  4. Pallets must be wrapped using wrapping film 

2.5 General Rules 

  1. All deliveries must arrive during the site opening hours.
  2. All goods weights and dimensions need to be entered into myOGO before goods arrive at the warehouse.
  3. Inbound receipt timelines:

Day 0: Incoming delivery of goods (at latest by 12:00 EET)

Day 1: Goods vs documents comparison, registration into WMS and placement into storage (16:00 EET)

When the Stock Update is bigger than 300 SKU's, then the following timelines apply:

Day 1: Up to 30 % of entire stock* is replenished

Day 2: Up to 50 % of entire stock is replenished

Day 3: Up to 75 % of entire stock is replenished

Day 4: The full stock is replenished

Above timelines do not apply during peak season as well as campaign related volume increase. The warehouse will apply necessary additional resources within a reasonable time frame in order to reduce potential backlog as fast as possible.

The above timelines do not apply for the initial implementation phase. These timelines shall be agreed upon separately.

2.6 Other

  1. Each shipment must be delivered by the carrier in good condition. 
  2. If the team leader of receipts is in doubt about the condition of the delivered goods, OGOship will contact the merchant. Identifying goods will be billed as hourly receiving work.
  3. Deviations in delivered quantities will not be reported to the merchants. Once a Stock Update has been marked as "In Stock", the inbounded quantities can be found in myOGO. An automated report can also be set up to be sent to an email inbox when the inbounding has been completed. Please ask service@ogoship.com for assistance if you would like to set this up.
  4. The below errors may attract extra charges, which will be levied in consultation with OGOship. Please also note the inbounding SLA does not apply in these cases. 
  5. Products are not marked with a barcode or product code, making it difficult to recognise the product 
  6. Boxes are significantly damaged 
  7. Boxes are heavier than 30kg 
  8. One SKU is spread over multiple boxes, pallets, or shipments 
  9. There is no product recognition such as a barcode or product code on the outer carton 
  10. Products still need processing such as bundling, sealing, labelling and so on
  11. Products are not created in myOGO before arrival
  12. Important: If you have SKU's that should be treated as a non-regular SKU (for example as an add-on flyer, add-on item, own packing material) in your orders, please contact OGOship (service@ogoship.com) for requesting activation of that. In your email, write the name of the SKU and to which category it should fall under. When the SKU is approved, our team will assign the correct classification for your SKU.

3. Order Processing and Dispatch SLA

3.1 Outbound SLA 

All B2C- orders in NEW-state in MyOGO before 12:00 PM local time will be dispatched during the next day, assuming it is a working day. See exceptions below.

  • The SLA does not apply for B2B-orders. Separate SLA's will be agreed for those.
  • The SLA does also not apply for peak season as well as campaign related volume increase.
  • The warehouse will apply necessary additional resources as fast as possible (within a reasonable time frame) for reducing potential backlog build-up. 

Additionally, the following conditions apply when considering outbound SLA's:

Average daily outbound volume is calculated as average volume during last six months or as per agreement during start-up.

  1. If daily volume is less than 15 % above average volume, the warehouse shall ship order received on day 0 before 12.00 (local time), but not later than on the following day (day 1)
  2. If daily volume is 15-33 % higher than average volume, the timeline is increased with two workdays (day 3)
  3. Maximum capacity of the warehouse is to process a volume that is 33 % higher than average volume. If these volumes are exceeded, the exceeding orders will be shipped as soon as possible and no penalties apply for such excess orders.
  4. Recovery of backlog generated from out of stock or lack of materials is handled according to the above clause.
  5. Process time is calculated based on workdays in the Estonia and prolonged due to weekends and public holidays. 

Only orders that can be fulfilled completely will be processed and shipped. Order data should be complete and contain all necessary fields in order to print the transport label successfully.

Your orders will be packed into the packaging that the warehouse finds most suitable for the particular order, unless otherwise agreed upon.

4. Returns 

4.1 Returns SLA

Orders will be processed and put back into stock, assuming goods are in sellable condition, within 72 working day hours from arrival of goods to the warehouse.

4.2 Return options

 Not availabe at the moment 

4.3 Returns handling

 The merchant shall provide manuals and quality criteria for return handling at SKU level to OGOship.

The warehouse shall inform the merchant about damaged and/or defected goods. Upon ordering destruction of goods from the warehouse, additional costs will apply.

5. Warehousing requirements

5.1 General information about goods storage

The warehouse places goods to the appropriate shelves as it sees best fit. How goods are divided into bulk/pallet storage and smaller shelf storage locations remains at the discretion of the warehouse. The warehouse optimises for picking speed, and amount of products to be stored.

The temperature of the storage location is by default between +15 c and +35 c, depending on the season.

5.2 Prohibited goods

 If any of your goods have a ADR classification or are under any potential limited handling classification, please consult with OGOship before sending your goods. OGOship reserves the right to deny acceptance of any goods that are classified as hazardous and/or banned goods. 

6. Merchant Care 

6.1 Customer Service Requests

Our Merchant Care team is here to help you with your questions that you cannot find answers to in the Knowledge Base. Do note that some tasks are charged for separately. You can find them in our service price list.

The customer service team strives to answer customer service tickets within 24 hours during the warehouse's working hour days. 

6.2 Carrier Claims overview

Occasionally it happens that your outbound shipment gets lost. This can be due to many reasons, for example the freight label has come off, the carrier cannot identify the destination address, or it has disappeared at a freight terminal. In those cases, you can usually file a reclamation, which we take further with the carrier. Do note that there is variance in how long carriers process the request, how much they compensate and by when the reclamation needs to be submitted.

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