Change of order fulfillment system
Elsevier is planning to change its order fulfillment system for print books, tentatively scheduled for mid-July. To ensure uninterrupted supply and timely fulfillment for June and July, we strongly encourage customers to place orders by June 24th. However, this and all associated dates are subject to change.
For additional questions, please contact [email protected]opens in new tab/window.
FAQ
What does this mean to you?
The most important changes for our partners and customers due to the transition of the fulfillment system:
Timeline: There will be a freeze on processing new orders. This means you can place new orders, but they will not be fulfilled until the freeze is lifted from mid-July.
Customer account numbers: The process of converting existing accounts to the new fulfillment system will automatically generate a new customer account number. Because the creation of the new account number is part of the data migration process, we can only confirm your new account number when the migration is completed. We will contact you from mid-July on to advise you of your new account number.
Backorders: Backorders will be migrated to the new order fulfillment system.
Orders: Orders not placed by June 24th are at risk of being held until successful system migration around mid-July. We ask our customers to understand that temporary delays in delivery may occur as part of the system transition.
Invoicing: Please be aware our current Delta system generated an invoice prior to fulfillment. The new system will not generate an invoice until product is shipped.
Orders/email invoices/credit notes: To comply with legal requirements for electronic invoice delivery, invoices and credit notes will be sent by email only going forward. For each order, a billing recipient (name and email address) must be provided for the invoice/credit note. You may provide multiple recipients. If no email address is provided, our customer service team will request one before processing the order, as orders cannot be processed without this information.
Invoices/confirmations: Invoices/confirmations will include the purchase order number/reference of your order so that the order and invoice can be clearly matched.
Returns: Elsevier’s return policies remain unchanged. Please view Elsevier’s return policy for more information, USopens in new tab/window and EMEALAAP.opens in new tab/window
Please be aware that during the migration, there will be a delay in return processing.
Unauthorized returns, as well as defective or non-resalable titles, will not be accepted and will not be returned.
Orders for Elsevier titles: You may continue to place orders as usual after the migration period. If you do not have your new account number, please be prepared to provide your previous account number.
For additional questions, please contact [email protected]opens in new tab/window.