SKOPE KMA/DSD Vendor Emergency Support

PROCEDURE -Store Orderable DSD Vendor Emergency Support(Kroger Divisions)

This procedure outlines the steps necessary for providing emergency support to store orderable DSD vendors in case of missing store orders during off-business hours. Off-business hours are considered to be Monday-Friday, after 5:00pm EST, and all day Saturday/Sunday/holidays. During normal business hours (Monday-Friday, 8:00am-5:00pm EST), vendors should continue to use support procedures as agreed upon with the Division.

Process:
  • Vendor
  • Kroger Order Processing
  • Additional Information

Vendor – Kroger Store Orders are Missing

1)The vendor should contact its VAN.

  • Has the VAN received the orders?
  • Is the VAN having problems?

2)If the VAN is not experiencing any problems and has processed all incoming traffic but still does not have the orders, vendor should contact the Kroger Help Desk.

  • Call 1-800-952-8889
  • Speak the words ‘Order Processing’
  • Provide the Help Desk associate with the following information:

your name

your company’s name

the Division from which you are expecting the SKOPE store orders (QFC, Fred Meyer, etc.)

the SKOPE catalog number (provided to vendor by the Division)

expected arrival time of orders

  • Help Desk will log call and assign a ‘ticket #’ to vendor for future reference.

Kroger Order Processing

3)Log vendor call and assign a ticket number.

4)If orders were received and sent to SKOPE, Order Processing should contact CDC Operations to ensure there are no system/server issues.
If there are system/server issues, Operations should:

  • If possible, give vendor approximate time of resolution
  • Have vendor call back in 30-45 minutes for status update, referencing ‘ticket #’ received in Step 2 above.
  • Remind vendor that, if necessary, they are responsible for initiating the contingency plan as agreed upon between vendor and Division to ensure scheduled store deliveries.

If there are no system/server issues, Order Processing should:

  • Inform vendor that the issue will be escalated and that either SKOPE or EDI support will return phone call within 30-45 minutes.
  • Tell vendor that, if not contacted within stated time frame, call back for status update, referencing ‘ticket #’ received in Step 2 above.
  • Remind vendor that, if necessary, they are responsible for initiating the contingency plan as agreed upon between vendor and Division to ensure scheduled store deliveries.

5)Order Processing should contact Level 3 SKOPE support and provide the information gathered in Step 2 above.

Additional Information

6)Scheduled EDI transmission times (EST) for the 850/875 purchase orders are:
Sun-Fri:approx 5:30am, hourly 8:00am-6:00pm, 7:30pm, 9:00pm, 11:00pm
Sat:approx 5:30am, hourly 8:00am-1:00pm & 3:00pm - 6:00pm, 7:30pm
(no Sat 2:00pm, 9:00pm & 11:00pm due to CDC scheduled maintenance and/or outage)

7)As posted on the Kroger EDI website, vendor EDI support is provided during normal business hours (Monday-Friday, 6:00am - 4:30pm MST) as follows:

Division / Address / Contact / E-mail / Phone
EDI Team / Sridhar Patel / 302-781-1020 Ext. 744113
Krishna / 302-781-1020 Ext. 745347
Tej / 302-781-1020 Ext. 746897
Team E-mail /

Store_Ord_DSD_KMA_Emerg_ Sup_11042008.doc 1 of 2 10/27/2018