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By: Tina Berres Filipski ,
Issue: 2001jun

Sticky Situation
A distributor writes: “I sent a rather large order for some pens to a supplier by e-mail using the address my contact provided. I then sent a purchase order by fax, again using the number provided. In a verbal conversation with my contact at the beginning of the order process, I told him that the artwork and P.O. would be forthcoming and confirmed the customer’s due date. Two weeks later, days before the order was to be received by the customer, I called the supplier and found that my artwork had been sitting in the sales office for two weeks waiting for my P.O. (which never arrived by fax). They rushed my order and my customer received it on time. I think the supplier should waive the rush charges. How have others handled this?”

Ray Mancari, SABINA

“This is a good question, as it is typical of situations that occur day in and day out within our business, and it points to one of the most important details of our business--communication. Once the distributor has sent the P.O. and art to the supplier, he or she should have followed up a few days later to verify that the order had been received. On the other side, the supplier should have a system in place to ascertain that an order has or has not been received. The supplier should also have a procedure to ensure that art is matched up with a P.O.; and if no match can be found, then the supplier needs to contact the distributor.

“Since this communication did not take place until almost too late, the order ‘fell through the cracks.’ Fortunately for the end user and distributor, the supplier was able to get the order done and delivered on time. As to the rush charges, as a supplier, I would have waived these since I was equally guilty in not communicating.

“Dialogue between suppliers and distributors is critical in our business. We (suppliers and distributors) are both working to provide goods to a third party. These goods display a company's image, which is the most important thing a company possesses. We must ensure that the job is done right, the first time. And to do that, we must communicate.”

Raye Sammon, Sammon Incentive Promotions

“I am more concerned about the art being e-mailed. I want to know if the supplier matches my art up with order, if the supplier can open the files or even if the supplier can receive the art. Therefore, the next day (after e-mailing the art), I will send a standard form verifying that the supplier has the order, the art and confirm the expected ship date.

“I have on a few occasions found on my next-day form that there is a problem. This will allow me time to solve it. This process is a little more time-consuming, but it has saved lots of heartache and disappointments.”

Jeff Lechtanski, Concept Corner

“As with most situations, the blame here does not rest with one party. Obviously the matter could have been avoided if either party had made a telephone call: the distributor looking for an order confirmation or the supplier looking for a purchase order to match the received artwork.

“(At our company) virtually all orders placed on the Web are immediately followed up
with an e-mail order confirmation. This provides reassurance that the order was received and gives the purchaser the opportunity to check on the details one more time.

“As a supplier, I understand that distributors want to know that all information submitted has been received and that their order is being processed. This can be handled very easily by preparing a one-page fax confirming the receipt of the purchase order and artwork. Leave a blank spot to write the in-hand date and planned shipping method and include a contact name and telephone number for questions or concerns. This sort of
confirmation could also be done as an e-mail.

“Giving the distributor this opportunity to check the due date provides reassurance that there is someone on the other end of the e-mail or fax. It is also a great way to prevent problems and stress while reinforcing your reliability as a supplier.

In this situation, if the supplier received the artwork via e-mail he or she could simply reply to the distributor that it was received and is or is not in an acceptable format. In the message the supplier could also inquire as to the status of the purchase order.

“When you get down to it, the customer is more important than the sale. One sale is one sale, but a happy customer will come back again. Rush charges not affiliated with actual shipping costs should be waived.”

Question of the Month
A distributor writes: “The imprint on an item for a client was poor and the item itself, which was made of wood, was so rough you could get splinters just touching it. Samples from the order were sent to the supplier followed by a professional complaint letter to the company VP. I have since made numerous phone calls to him and sent five e-mails. His first response was that he was on vacation and couldn't this wait? I never heard anything until a few days after the invoice was due. Someone called asking why we had not paid it. I responded it has not been resolved to the customer's satisfaction. I also indicated in my last e-mail that I would have to source this product from another supplier and move forward. I still have not heard anything from the supplier. I have also contacted PPAI’s Dispute Advisory Service for its recommendation,but both parties have to agree on a resolution and this supplier never returns phone calls, faxes or e-mails. I am willing to work something out but cannot ask my customer to pay for these goods. We have excellent credit and want to keep it. Any recommendations?”

Let’s Hear From You!
Do you have a solution to this problem? Your responses are critical to fostering better relationships and sharing knowledge among suppliers, distributors and others in the industry. Please take a moment to mail, fax or e-mail your response to: Tina Berres Filipski, PPB, 3125 Skyway Circle North, Irving, Texas 75038. Fax: 972-258-3012, e-mail:

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