E-Commerce FAQ

Please go through the Order Entry presentation.

Because of special processing requirements, we cannot yet accept online orders for some "configured" products. These products have complex components that must be assembled to exact specifications. They typically require a good understanding of your computer or photographic processing systems. Please call your Kodak Customer Service Representative, who will be happy to help design the configuration of components that will work best for you.

You may not be eligible to purchase certain items based on geographic, market, channel, or government regulatory requirements. Again, please call your Kodak Customer Service Representative for help.

At this time, parts and services are not available for online purchase.

Kodak uses the purchase order number you assign to your order to track your order internally. We also use a separate numeric system for internally numbering sales order documents; however, it is far easier to locate or identify an order using a purchase order number. You can also use your purchase order number to track your order in order status.

Some companies enter the term "none" in the "p.o. number" field. While this does limit our ability to locate a specific order, it may be fine for low volumes of transactions. Other companies enter the date or a combination of the date and the name of the person placing the order (for example, "07012000 Duane"). Other companies use a meaningful number that is generated from their order management system. Please use the format of your choice.

Since a purchase order number is required, we suggest that you enter your number as the last step of the order entry process. This is why:

	Since the shopping cart page simulates an order, you could use this page to check a product's price or availability, but not actually place an order.
	By NOT entering a p.o. number before filling your shopping cart, the system will prevent you from mistakenly submitting an order when you do not want to.
	If you do NOT enter a p.o. number and try to go to checkout, the system will prompt you for a p.o. number.

Saved lists store item information (item number, quantity, and sales unit) for items that you commonly order. The "saved list" feature allows you to quickly enter multiple items into your shopping cart at one time. Examples of when you might want to use a saved list include the following:

	You have certain products you order on a regular basis.
	You have groups of products you frequently order together.

You may create as many saved lists as you like. They can store as few as one item or as many as hundreds of items. You name each saved list yourself so that you can easily identify a particular saved list when you want to use it. Choose meaningful names that will identify each particular saved list; the names you enter will be presented with all saved lists on the add saved list page.

During Order Entry, you can choose to add one or multiple saved lists to your shopping cart at one time. After all items from a saved list(s) are added to your shopping cart, you can remove individual items from the item table, or change any quantities for individual items.

Saved lists are assigned by sold to customer numbers and are available to all users that may enter orders for that sold to account.

	Fill your shopping cart with all of the items you want stored in your new saved list. You may enter particular quantities, or enter zeroes for quantities, or leave the quantities blank. If you always order the same quantities of the same products, enter those quantities here to save time when you use the saved list. If you order the same products but different quantities each time, you might enter zeroes here or leave the quantities blank.
	Enter a purchase order number. The p.o. number you enter will not actually be used, since you will not be submitting an order; however, a p.o. number is required to proceed to checkout. You could enter something like "saved list" in the p.o. number field.
	Click the "proceed to checkout" button.
	Review your item list carefully.
	Enter a name for your saved list and click the "save" button. Choose a meaningful name that will identify this particular saved list; the name you enter here will be presented with all other saved lists on the add saved list page.
	To avoid mistakenly submitting this list as an order, click the "cancel order" button.

For now, you must contact your Kodak Customer Service Representative to delete items from an existing saved list or to delete an entire saved list. Changing or deleting saved lists online will be an added feature in the future

You should enter your concerns in the "special instructions" field on the shopping cart page. These special instructions are always individually reviewed and managed by Kodak Customer Service Representatives.

The web order unit prices are calculated on a "real time" basis in our order entry system, just as if a Kodak Customer Service Representative was entering your order. Calculating prices can be very complex with such programs as volume discounts, rebates, and incentives. Price errors are extremely rare, but they do occur.

The web order unit prices are calculated on a "real time" basis in our order entry system, just as if a Kodak Customer Service Representative was entering your order. Calculating prices can be very complex with such programs as volume discounts, rebates, and incentives. Price errors are extremely rare, but they do occur.

Some Kodak products are only provided in minimum quantities or multiples of a quantity. For example, many film products are provided in "bricks" of 20 rolls. These would typically have a minimum order quantity of 20 and a multiple order quantity of 20. Products such as these can only be ordered in quantities of 20, 40, 60, 80, and so on.

During the simulation phase of creating an order, when your list passes through Kodak's order entry system, business rules are applied that have been defined for your account. These rules define how your order quantity will be adjusted to meet the minimum and multiple rules. Using the 20-roll minimum example above, if you try to order 30 rolls, your business rules will automatically cause the quantity to increase to the next multiple, or 40 rolls. Or, your business rules might cause the quantity to decrease to 20 rolls.

Your company, with Kodak, defines the business rules that are applied to your account as you use your Partner Site. Contact your Kodak Customer Service Representative if you have any questions regarding your business rules, or if you require your rules to be adjusted.

If an item has been discontinued, Kodak automatically substitutes a replacement item, with a different item number, if a replacement item exists.

As you add items to your shopping cart, estimated delivery dates will be shown for each item. Please note that these dates are only approximate. They represent our best estimate of when delivery to your location will occur.

We continually strive to improve our business processes affecting delivery and product availability cycle times, master data, and our methods for calculating delivery dates. Check your order status for the most current calculations and updated delivery information.

Product availability is checked whenever you add items to your item list and whenever you recalculate your order. Product availability is also checked when you submit your order.

Certain items have controls that require a manual review before processing. For example, processing control strips are packaged in dry ice before shipping. Kodak must determine whether the materials would arrive at your site before the dry ice would evaporate, which would render the materials invalid. There are other instances as well, where master data is incomplete and the estimated delivery date cannot be calculated by the system.

If you wish to remove an item from your shopping cart, simply click that item's "remove item" box at the far right of the item table. At times, there may be multiple "remove item" boxes for a single item, if multiple delivery lines were created for that item.

You may also remove all items from your shopping cart by clicking the "remove ALL items" button. This will preserve the sold to and ship to addresses you chose earlier, and will allow you to start over in filling your shopping cart.

After checking the item(s) you wish to remove, click the "recalculate" button. This sends your item list back through Kodak's order entry system and your shopping cart will be updated.

You may continue to add individual items or entire saved lists to your shopping cart right up until the moment you click the "submit order" button. Each time you change your order list you must click the "recalculate" button to send your item list back through Kodak's order entry system to update your item table.

You may increase or decrease the quantity of any item by retyping the number in the "quantity" column. Again, you must click the "recalculate" button to update your item table.

After you click the "proceed to checkout" button, you still have one final opportunity to change or cancel your order. When you are satisfied with your order, you click the "submit order" button. Once you submit your order it is FINAL, meaning you will be unable to make changes by clicking the "Back" button of your web browser. The only way to make changes after you submit an order is to contact your Kodak Customer Service Representative.

Our goal is to provide you with the fastest possible service. Orders placed through your Partner Site go directly into our order entry system on a "real time" basis. Within minutes, we are assembling materials or scheduling to fulfill your order. This makes it extremely difficult to make changes to orders. If you would like to make a change or cancel your order, please contact us as soon as possible. We will do everything possible to accommodate your requests.

If you wish to remove an item from your shopping cart, simply click the "remove item" box at the far right of the item table. At times, there may be multiple "remove item" boxes for a single item, if multiple delivery lines were created for that item.

You may also remove all items from your shopping cart by clicking the "remove ALL items" button. This will preserve the sold to and ship to addresses you chose earlier, and will allow you to start over in filling your shopping cart.

After checking the item(s) you wish to remove, click the "recalculate" button. This sends your item list back through Kodak's order entry system and your shopping cart will be updated.

After you click the "submit order" button, your order is entered into Kodak's order entry system, meaning you will be unable to make changes by clicking the "Back" button of your web browser. The only way to make changes after you submit an order is to contact your Kodak Customer Service Representative.

An online order confirmation is automatically sent to you after you submit an order. This "order confirmation" page provides you with a Kodak order number that you can use to track the status of your order. "Purchase Order Acknowledgements," or POAs, are also sent out via e-mail automatically. You will receive these POAs within 24 hours of placing an order.

POAs are sent to the e-mail address in your user profile. It is important that you maintain a valid e-mail address. It is also critical that you verify each order confirmation to ensure that 1) your user name and password have not been compromised, and 2) only authorized orders have been placed against your account.

In your user profile, you may designate whether or not to receive e-mail confirmations of your web orders. These e-mail confirmations are called "Purchase Order Acknowledgements," or POAs. These POAs will help you to verify that your user name and password have not been compromised and that only authorized orders have been placed. We strongly recommend that this feature be enabled.

Some companies may find this feature an inconvenience, depending on the number of e-mail confirmations you receive. In these cases, we suggest that you set up a separate e-mail address specifically for receiving these confirmations.

If you do NOT wish to receive e-mail order confirmations:

	From your main page, select the option to edit your profile.
	Select "NO" next to "receive e-mail purchase order acknowledgements".

Normally, carrier selection and shipping methods used are at Kodak's discretion and cost.

You may choose to have orders air shipped to your location. These will typically be next day air deliveries. If you choose this shipping method, we will calculate this cost after the order has been submitted. These charges will be added to your order and will appear on your order status.

You may choose to have orders shipped via ground transportation to your location. These will normally be transported via small parcel carrier.

There is a special area on the shopping cart page where you can type in special instructions. What you enter will be reviewed and, if necessary, managed by a Kodak Customer Service Representative. Including special instructions may add additional time in handling your order. Please make sure your instructions are clear. We will make every reasonable effort to work through your instructions quickly.

There is a special area on the shopping cart page where you can type in special instructions. The text field is limited to 40 characters, so you will need to be concise. What you enter here will be reviewed and, if necessary, managed by a Kodak Customer Service Representative. Including special instructions may add additional time in handling your order. Please make sure your instructions are clear. We will make every reasonable effort to work through your instructions quickly.

Some business partners are permitted to make "drop shipments." These are shipments that are delivered to an address other than the normal delivery address listed for an account.

When you begin placing an order, you must first select a sold to (or account) address and a ship to (or delivery) address. The sold to address is linked to other addresses that are important, such as a billing address. Each sold to address may have one or more ship to addresses.

If you are permitted to make a drop shipment, select a ship to address from the list presented. Then, on the shopping cart page, type over the displayed address. Be careful to type your new address in the exact format as the displayed address. You will not be permitted to drop ship outside the country of the original shipping address.

If your user profile does not permit you to make a drop shipment, you will not be able to edit these addresses.

Please verify your ship to address before you submit an order. If this address is not correct, your shipment will be delayed until it is corrected.

Drop shipments may add additional time in handling your order, since they must be reviewed and possibly managed manually. This can impact your estimated delivery dates. We will make every reasonable effort to work through your requests quickly.

By using the search feature of the Order Status function, you can enter various search criteria to specify which order(s) you wish to check. The system then generates a list of all of your orders that fit your criteria. The Order Status function searches every order, including return authorizations, for the sold to account(s) you selected to view. You may select a maximum of five sold to customer numbers.

You may enter information into one or more fields on the search for orders page. You can specify your order or group of orders by entering the order date, purchase order number, Kodak order number, item number, and status. The more information you enter, the more specific your resulting order list will be. For more detailed information, please go through the Order Status presentation.

All: Includes all orders within the requested date range that are filled, or unfilled.

Open: Includes all orders within the requested date range that are not completely shipped, or cancelled.

Shipped: Includes all orders within the requested date range that are completely shipped, received, or cancelled.

For Sales Orders (indicated by a Kodak order number beginning with a "5")

	Open -- In Process: Your order is in the fulfillment process.
	Open -- Partly Shipped: Some, but not all, of the items in your order have been shipped.
	Open -- Under Review: Your order is temporarily on hold for administrative review by a Kodak representative.
	Shipped: All of the items in your order have been shipped.

For Returns (indicated by a Kodak order number beginning with a "4")

	Return -- Received: Kodak has received all items for an authorized return.
	Return -- Partly Received: Kodak has received some items for an authorized return.
	Return -- In Process: Kodak has authorized a return request, but the item(s) has not been received by Kodak.

Cancelled: All of the items in your order will not be filled, per your request.

Please call your Kodak Customer Service Representative, who will be happy to assist you with any questions you may have.

The "to" date is your current local date and is entered automatically by the system. The "from" date will default to the parameters you established in your user profile. You can change both the "to" and "from" dates by typing over the values that appear in these fields on the search for orders page. The "from" date must be within 18 months of the "to" date.

You can change the number of weeks between the "to" date and "from" date by changing the parameters in your user profile. To do this, log in to your Partner Site. From your main page, select the option to edit your profile. Select a new "from" date default of 1, 2, 3, or 4 weeks. The standard default is one week.

When your order is placed using the Order Entry function of Kodak's Partner Site, the total value for the order includes applicable taxes, but not shipping and handling charges. The shipping and handling charges were added after the carrier for your order was determined. Depending on your authorization, the order details page may display an itemized account of all charges, including any shipping and handling charges.

If you place your order using any other method (fax, EDI, or Kodak Customer Service Representative), you will be notified of shipping and handling charges at the time your order is entered.

Estimated delivery dates are calculated based on the warehouse location where the item is stocked and the transportation time to your delivery location. Different estimated delivery dates could indicate that items are shipping from different warehouses.

No, some carriers do not have web sites. At times, Kodak does not have the appropriate information available within its system for a given shipment. In these cases, the tracking number is not underlined and a hyperlink to the carrier site is not available.

In general, if a carrier provides shipment status information, every shipment that carrier makes for Kodak has shipment status information available for it. However, it is possible that information might occasionally not be available. Should this occur, the tracking number is not underlined and the shipment status information is not available.

Most carrier web sites are available 24x7 (if the carrier has a web site). However, all computer systems need maintenance, so it is possible that a carrier's web site will be down from time to time. In these cases, you will receive a message about being unable to contact the web site, just as you would get a similar message when any other web site is down.

While each carrier provides similar information, the format and content varies from carrier site to carrier site.

In some cases, Kodak personnel will be familiar with the content of a given carrier's web site page. However, it is best to contact the carrier directly regarding questions about the carrier's web site page.

Even in those cases where Kodak does not have tracking information or the carrier does not provide tracking information, Kodak will provide you with the name, address, and telephone number of the carrier, along with as much information as possible about the given shipment. With this information, you can call the carrier to request shipment status by telephone.

No, shipment status information is available for any order in Kodak's order entry system, regardless of how it was entered (for example, fax, EDI, or Kodak Customer Service Representative).

Please call your Kodak Customer Service Representative, who will be happy to assist you.

No. Once the tracking number hyperlink is clicked, the response time is under the control of your web browser, the Internet itself, and the carrier's web site server. If response time is slow, it is likely due to a heavy communications load on the Internet or on the carrier's system.

The Kodak order details page is not actually lost, it is simply hidden. Each time you click on a hyperlinked tracking number a new browser window opens. Therefore, it is possible to have many shipment status pages open at the same time. Each time a new shipment status page opens, it will open to a size that is less than your full screen. You can increase the size of the shipment status page to full size. If you do this several times, the Kodak order details page is covered by the many shipment status pages.

One solution is to close the various shipment status pages and the Kodak page should display.

Generally, no. Because Kodak did not prepare the consignment documents and did not select the carrier, the Kodak system does not have access to the information that was given to the carrier chosen to deliver the shipment. In the absence of consignment information, Kodak cannot provide shipment tracking information.

Parcel tracking is a system some carriers use to record the shipping status of each individual item in an order. These individual items are called parcels. When a carrier tracks at the parcel level, it follows the status of each order, as well as each item in that order, through the delivery process.

After entering your user name and password, you must click the "log in" button. Pressing the "Enter" key does not work on any of the Partner Site pages.

If you forget your user name, contact your Kodak Customer Service Representative. Your representative will be able to look up your user name from the initial set-up process. Because of security issues, proof of identity is required.

If you forget your password, it can be e-mailed to you. On the login page of your Partner Site, enter your user name and then click the "e-mail me my password" button. Your password will be sent to the e-mail address listed in your user profile within 24 hours. For this reason, it is important to keep the e-mail address in your user profile up-to-date, or this feature of your Partner Site will not work.

You can also set up a password hint to help you remember your password. This can be set up on the editing your profile page.

In order to become a registered user of Kodak's Partner Site, you must first be a registered member of Kodak.com. Your user name for the Partner Site must match your user name in your Kodak.com Member Services profile.

The Partner Site pages time out after 30 minutes of inactivity. After a time out occurs, you will either see the login page, or you may experience errors when you attempt to continue a transaction.

Set your monitor display to a resolution of 800 x 600 pixels.

Instructions for the Windows operating system:

	Click the Windows "Start" button. From the "Start" menu, click "Settings", then "Control Panel".
	Double-click the "Display" icon. In the "Display Properties" window, click the "Settings" tab.
	Set the "Desktop Area" to 800 by 600 pixels, then click the "OK" button.
	You may also want to set the "Color Palette" to more than 256 colors.

 

Instructions for a Macintosh computer:

	From the "Apple" menu, click "Control Panels".
	Click the "Monitors & Sound" icon.
	Set the "Desktop Area" to 800 by 600 pixels, then click the "OK" button.
	You may also want to set the "Color Palette" to more than 256 colors.

We recommend that you use any of the following web browser software packages: Netscape Navigator, Version 5.0 or higher, Netscape Communicator, Version 5.0 or higher, or Microsoft Internet Explorer, Version 5.0 or higher.

Any one of these browsers will give you the best experience possible when using your Partner Site web site. If you have a previous version of one of these browsers, you can download a free copy of the latest version from either the Netscape Communications web site (http://www.netscape.com/) or the Microsoft Corp. web site (http://www.microsoft.com/).

The Partner Site uses the Java program extensively to ensure your security and privacy. You must enable the Java and JavaScript programs in your web browser software. The Netscape Communicator and Microsoft Internet Explorer browsers, Versions 5.0 or higher, have the Java and JavaScript programs already enabled. Please see the manufacturer's to see how to enable Java and JavaScript programs on your browser of choice.

A cookie is a small text file that is created by a web server, sent to your computer's web browser, and stored on your hard drive. Kodak's Partner Site uses a cookie to recall your name, e-mail address, and user profile information. Our cookies do NOT contain any personally identifying information. To use your Partner Site, you must ensure that your web browser software accepts cookies. Please see the manufacturer's to see how to accept cookies on your browser of choice.

Instructions for Netscape Navigator or Communicator users (Windows or Macintosh versions):

	With your Partner Site login page displayed, click on "Communicator" in the browser menu.
	From the "Communicator" menu, click on "Bookmarks".
	From the "Bookmarks" menu, click on "Add Bookmark".

Instructions for Microsoft Internet Explorer users:

	With your Partner Site login page displayed, click on "Favorites" in the browser menu.
	From the "Favorites" menu, click on "Add to Favorites".
	In the dialog box, click on the "OK" button.

We hope you will use this web site often! To easily find your way back to your Partner Site web site, you can bookmark our login page. If you try to bookmark any page beyond the login page, the bookmark will automatically be set to the login page. This ensures secure entry into the web site.

Using the "Print" button of your web browser, you can print any page of your Partner Site as you see it on your screen. As an example, you will want to print the order confirmation page that displays after you submit an order. To print a page:

	Click once anywhere on the page you wish to print.
	Click the "Print" button, or click "File" on the menu bar and click "Print".

To open PDF files (often indicated by the Adobe Acrobat icon), you must have the Adobe Acrobat Reader software installed on your computer. This free software is available from Adobe Systems Incorporated.

Some PDF files require the latest version of the Adobe Acrobat Reader. You can download the reader free from the Adobe Systems Inc. web site. For more information, visit the http://www.adobe.com/ website.

Once you log in to your Partner Site, you will see your main page. Select the option to edit your profile. Enter a new e-mail address in the field provided. Please double-check your e-mail address. If it is not correct, some features of your Partner Site will not work correctly.

On the editing your profile page, you may also designate whether to receive e-mail notifications of your online orders. These are called Purchase Order Acknowledgements, or POAs. By receiving POAs through e-mail, you can ensure that your account has not been compromised and that only authorized orders have been placed.

Kodak has provided electronic commerce solutions to customers and suppliers for 30 years. For the last 20 years, many Kodak customers have performed business transactions using proprietary e-commerce solutions such as the DOS-based and web-based Kodak Bisnet services. Today, a large share of Kodak business is done using Electronic Data Interchange (EDI).

Kodak's consumer web site (http://www.kodak.com) has included business-to-consumer (B2C) e-commerce capabilities since 1996. Customers can purchase Kodak products and request product information through this site.

Kodak's Partner Site business-to-business (B2B) e-commerce application is the next logical step in our ongoing efforts to make it easier for you to do business with Kodak. Kodak's intent in providing your Partner Site is to:

	Increase the availability of online business transactions
	Increase information flow to you
	Improve the accuracy and timeliness of information
	Reduce cycle times of business transactions
	Reduce your cost of doing business with Kodak

Shopping with your Partner Site is absolutely safe! We use the latest encryption technology to keep your personal profile and business information safe. All your ordering information -- including your name, address, pricing and billing information -- is encrypted using a secure server for maximum security.

Your billing information cannot be read as it travels to our order entry system. To ensure that your information is even more secure, once we receive it, we store it on a server that is not accessible from the Internet.