Frequently Asked Questions

Are Your Fulfillment Services Taxable?

I am an ecommerce retailer (e-tailer) distributing product within the state of Florida, are your services taxable? 

When orders are shipped from our Florida-based distribution center to other Florida destinations, a Florida Resale Certificate is required to avoid tax on the services we provide. If you are unable to provide a Resale Certificate, there is a 6% tax on our services as required by the Florida Department of Revenue.

Similarly, retailers are encouraged to provide us with a Florida Resale Certificate to be considered exempt from Florida sales tax on the purchases of shipping materials and dunnage (e.g., boxes, packing materials). 

I am an ecommerce retailer (e-tailer) and sell outside of the state of Florida (nationally and internationally), are your services taxable? 

Orders that are shipped from our Florida-based distribution center to out-of-state destinations are not subject to Florida sales tax; therefore you are not required to provide a Florida Resale Certificate.

Likewise, retailers who use our services to distribute their products outside of the state of Florida are not required to provide us with an annual Florida Resale Certificate to be considered exempt from Florida Sales Tax on the purchases of shipping materials and dunnage.

Is storage at your facility subject to Florida tax?

Storage fees are not unlike rental fees, so when you pay rent, you pay sales tax. Florida tax laws consider storage equivalent to rent, and subsequently storage is subjected to Florida ‘Use Tax.’ The rate for Use Tax in Fort Lauderdale, Florida (where our headquarters are located) is 6%, therefore Global Response Fulfillment must charge 6% tax on storage.

I am an eCommerce retailer (e-tailer) based outside of the U.S. and I plan to use Global Response Fulfillment services to handle consumer merchandise returns sold throughout the U.S. Is my company subject to sales tax?

We consider this process to be exempt from sales tax. Why? Typically, international reverse logistics involves merchandise that has been returned to our distribution facility from consumers throughout the U.S. The returned merchandise is delivered to our warehouse and held for a short duration – just long enough to be consolidated with other returns so that it can then be forwarded back to you outside of the U.S.

Typically, a scope of work with our client is developed along with our working agreement that explains the returns, consolidation and out-of-state shipping back to the client. Again, we consider this process to be exempt from sales tax.

Order Entry

How can I submit my orders?

There are a few different ways you can submit your orders. You can submit a file (see file format here) via FTP or email it to us. We also offer shopping cart integration with our mail order management software. Ask your Project Manager about shopping cart integration. Implementation fees may apply. 

Packaging Options and Processes

How should our products be packaged to be delivered to your warehouse?

We recommend that each individual product should be wrapped, labeled and protected individually, ready to pick and ship. Your products should be shipped to us in master unit boxes, each containing multiple units of the same product. It is best not to mix pieces in the same box.

Products may be delivered in this manner:

  • Palletized
  • Uniformly sized boxes
  • Each large box on the pallet will be marked on the outside with item number and descriptions from your catalog and web store
  • One unique SKU per master box
  • Inside the large box, individual items will be segregated in their own bags or boxes clearly marked with the item number and description
  • Inside the item’s bag or box will be the product – each individually wrapped (poly, bubble, paper and tape or box as appropriate) and clearly marked with item number and description.

So, as an example, we may receive one large box that contains serving trays. Inside the box, there may be 12 boxes containing 12 types of serving trays. Inside each of the 12 boxes will be several individually bubble wrapped and labeled serving trays of the same type.

Do your Pick, Pack & Ship fees include packaging supplies and materials?

If products are shipped in the original packaging in which they’d arrived, then no additional fees are required. Beyond that, additional packaging requirements are handled on demand. Some carriers offer, at no additional cost, branded packaging. Please check with your Account Manager to see if you can take advantage of this feature.

Payment Processing

What is your preferred payment process?

Authorize.net is our preferred secure gateway for payment processing. If you have a merchant account with Visa, MasterCard, AMEX or Discover, we can certainly support payment processing in the warehouse before shipping. 

Are you PCI-Compliant? Please explain your payment processing.

Yes, we are fully PCI- and PCI DSS (Data Security Standard) compliant. There are two ways to approach the payment processing component when downloading orders from a shopping cart to Mail Order Manager (MOM).

One approach is to authorize the payments on the cart before the orders are downloaded to us. Doing this, however, prevents us from the ability to execute returns or cancellations. If we do not have access to a customer’s credit card details, then we cannot take any actions if a return, cancellation or other order change occurs.

Alternatively, our Warehouse Management System has the ability to take credit card authorizations from your existing website and import them along with the rest of the order information. Please refer to the structure for the import.dbf file. Specific fields must be populated with the correct information in order for our Warehouse Management System to read the authorization properly. The identical Authorize.net or Plug’N Pay account must be used on your website to authorize the funds and then in our Warehouse Management System to capture them.

Do you support Google Checkout or PayPal?

Though there are certainly benefits to handling payment using either Google checkout or PayPal, we do not support those platforms in our Warehouse Inventory Management application. Your shopping cart may support them, however, and then has the capability to post the Paid Orders to the secure FTP file that Global Response will create for you.

Both require your customers to directly be present to process the order since they are using secure questions/answers to ensure they are the ones placing the order. Neither of those two systems have a model in place to handle third-party processing. This is not a problem in Fulfillment for the initial placement of the order, but it can lead to longer phone calls in the call center since the agents will have to be responding to these additional questions.

Also, since there are no returns solutions for either platform – meaning that we will not be able to issue a credit on your behalf – there could be issues that are return- or exchange-related. Our Warehouse Management System is designed to only handle refunds via a credit card merchant account like Authorize.net or manually issuing a physical check, which may not be very efficient.

Lastly, if you process the payments in your shopping cart and Global Response ships the orders, we will need a separate login access page for our customer service group to access for basic customer service calls. We will be able to see when an order was shipped from our systems and follow your instructions on returns, but cannot issue credits or refunds on return orders. We can always refer customer service calls to a different number or take messages for you to call these customers back.

Orders from Shopping Cart

How do we submit our orders?

We accept comma delimited files that contain the order information, posted to our secure ftp site according to a specific file layout. We recommend you access the secure ftp site using a tool such as Ipswitch.

There are other means of connecting with our WMI, such as shopping carts with built in APIs or an XML transfer. The batch file transmission process is designed for external shopping carts that were not designed with those functionalities. Certainly, we can coordinate more sophisticated approaches if you so desire it.

What is a good time of day to upload my files to the ftp site?

We typically process orders first thing in the morning, however we continue to process orders throughout the day in batches up until 2pm Eastern U.S. time. We process in batches (unless it’s API), so typically orders submitted before 2:00 pm will ship the same day. To assure that your orders are shipped on same day, submit your orders as early in the day as possible.

For the batch processing, as long as the orders are uploaded by 7am Eastern U.S. time, they will be processed the same day. We can implement a second download for rushes if need be.

In all cases, the earlier the better if same-day processing and shipping are of the utmost importance.

Initializing & Testing

How can I verify that you have received the orders correctly and how do I get the tracking information?

The process closes with a file we send automatically at the end of the day back to that ftp or to another location of your choice with all the shipping details for that day’s orders. You can also access the information online on our secure reporting site 24/7. It can be downloaded as well.

What time is the file with the shipping information made available?

The completed shipping details are sent at the end of the business day.

What testing options do you have for order submission to the ftp site and retrieval of information files from the ftp site?

During the initial setup and testing phases, we usually receive a sample order file in email, which we test and then confirm with you.

Do you maintain a testing environment once the program goes live?

We can setup a testing environment if there’s a need for it. We have one set up that we usually use for new clients, but once the program runs we don’t typically go back to it.

Shipping & Tracking

Do you provide shipping services for large pieces and items?

As a shipping aggregator, we can arrange for oversized shipments or help you with your importing needs, all as economically as possible. That said, shipping costs are hugely variable, especially in this category. To give you a quote we will need complete details such as the address, from and to addresses, size, weight, and number of boxes or pallets.

How do we get tracking information from the Fulfillment center?

We have web portal that you can download daily shipping reports with the tracking information. We can also post a completed file on a daily basis that can be imported back to your cart.

Inventory

Who is in charge of ordering new inventory, who updates the inventory in the computer systems, how do we reconcile the Fulfillment Center inventory count with what we use on the website?

You have real-time access to your inventory. As soon as items are processed for your orders, they are deducted from your on-hand values. Inventory is managed real-time. You would be responsible for re-ordering and would need to reconcile these on your end.

Can you get me detailed information on how the ‘real-time’ inventory works?

Our secure reporting site is accessible 24/7 and is used to review inventory details. What we have seen several clients do, however, is load the startup inventory values into the cart, and then have the cart automatically deduct real-time according to the orders, thus maintaining on-hand values. Every time we perform a cycle count, which may be once a month, or more realistically every quarter, biannually or annually, any discrepancies are posted to the cart and thus the systems maintained. The other approach is to develop the shopping cart using technology with a native API to our WMI.

How can our inventory be verified?

One way to do this is to hire a third party inventory verification company. We utilize such a service from time to time, and it is billed at an hourly rate. We can arrange for this at any time, just let us know so that we can get it into the schedule.

Barcoding & SKU Details
With each order will you require the SKU and UPC for each product?

We require the SKU code for each order.

It is typically the SKU or UPC code that correlates with the bar code of a product?

The UPC code is typically the barcode for a product, although it can also be an EAN (European Article Number). The SKU is the unit #

Warehousing

What is your warehouse storage policy?

Advanced Billing

Storage is billed in advance of the month based on the amount stored prior to the beginning of the month.

Current Month Billing

Additional goods received during the month up to the fifteenth (15th) of each month will be billed for a full month’s storage.   Goods received on or after the sixteenth (16th) of each month will be billed for a half month’s storage.  In either case, we will analyze your advance storage usage to determine if there is space that has freed up as a result of outgoing shipments and if so take advantage of that space without additional charge to our clients.

How do you charge for storage, warehouse fees?

Our storage units can accommodate two (2) 40”x48”x48” pallets (american standard size) per shelf. The standard is three (3) shelves per storage unit, while the top shelf can accommodate pallets that are slightly taller at two (2) 40”x48”x96”. Additional shelves can be added at an extra cost.

It’s important to note that the entire warehouse is climate-controlled, has impact glass windows and the facility is designed to withstand most storms. Security cameras are located throughout the facility as well.

Storage Unit

What security measures does Global Response have to ensure that product is kept safely within your control?

Our Fulfillment Center is a safe, secure and temperature-controlled center. Access is restricted. Each client is allocated a location in the center and several measures have been implemented to track and manage each step of the process. We perform background checks and drug testing services on our employees. Global Response Fulfillment is a registered drug-free workplace.

In addition, all vendors are accompanied when they visit us. You can rest assured that your merchandise will be safe with us.

Other Services - Call Center

When should I implement the Call Center for Order Taking?

You can turn that on or off at any time. We can either work with an already existing 800 number you want to use, or you we can assign one to you. Also, if you should disengage from us, there are ways to transfer your number.

How will calls be handled by Call Center Agents?

The Call Center agents taking phone orders would simply key orders directly into the website just as if a customer did it himself. Our front-end software is designed to pop the call to the agent’s screen via CTI based on the phone number.

Our system greets the caller with an opening phrase “Thank you for calling [Your Company Name] – This is Diana, How may I help you.” From there, they can either click on the link embedded into our software that opens your website or order page to key in an order. This means that we need a simple search function to locate the item(s) that are being ordered and then walk through the shopping cart process and ask the caller for their credit card number etc and lastly submit the order. Or, if the caller asks us questions instead of being ready to place an order, we need some kind of frequently asked questions and answers to help them out. This can be covered on your website, or we can put it into our system and an agent can toggle back to this screen to assist callers with related information.

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