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Frequently Asked Questions: Direct and e2e by MSD Animal Health

Background

On 1 January 2021 we changed the way MSD Animal Health products are distributed in Great Britain, opting to engage more directly with our customers. To date, MSD Animal Health products have been supplied to customers through a network of wholesalers.

Under the new model MSD Animal Health will partner with MWI Animal Health (MWI) and National Veterinary Services Limited (NVS) to provide ordering and distributions services for our ruminant, companion animal, equine and trout products.

Pig products will join Aquaculture and Poultry products to be supplied directly to customers by MSD Animal Health.

General

  • Why is MSD Animal Health making this change?

    We want to be closer to our customers. We believe through closer commercial relationships, improved inventory management and increased agility, we can better serve your needs. Together we will remain focused on optimising the health and well-being of animals.

    In order to do this, we have decided to create next generation partnerships with two selected distribution partners, MWI and NVS. This new model will help improve inventory control and price transparency for our customers.

  • What is the timeframe for change?

    The changes came into effect on 1 January 2021.

  • What are the benefits for customers?

    A closer working relationship with a dedicated animal health partner, improved inventory planning and control and improved price visibility.

  • How will I order MSD Animal Health products from 1 January 2021?

    Ruminant, companion animal, equine and trout products will be ordered from one of our distribution partners, MWI Animal Health (MWI) and National Veterinary Services Limited (NVS).

    Pig, Poultry and Aquaculture (excl trout) customers will order via the MSD Animal Health e-shop.

Distribution Partner Selection

Account set up, Payments and Invoicing

Price, discounts and rebates

  • How will this new distribution model affect my wholesaler rebate?

    MSD Animal Health has introduced a Partner Discount - rewarding customers for your partnership with MSD Animal Health. The Partner Discount is a system calculated discount and is reviewed every quarter. The details of the scheme will be available to customers on the eVolve customer website.

  • Do I need to renegotiate my terms with MSD Animal Health?

    No, you will not need to renegotiate terms with MSD Animal Health. We will provide our customers with a true net invoice. eVolve product discounts will remain the same. The Partner Discount, which will also be visible on your invoice, will be new and system calculated.

  • How can I compare your price versus your competitors?

    MSD Animal Health will provide improved price visibility on the invoice. This will include eVolve product discounts and the new MSD Animal Health Partner Discount on the invoice. Customers will have these details available to them to do their analysis on prices. 

  • Do I still need to use eVolve?

    Yes, you will still need to use eVolve to access your full price lists, invoices and historic eVolve statements.

  • How will my rebate be affected?

    Customers will now pay a net invoice including the eVolve Product Discount and Partner Discount. Rebates are no longer applicable as customers receive a true net invoice.

  • How will we ensure pricing visibility?

    For independent, corporate and direct buying group customers, you can see your price  through the eVolve customer website.

    For central buying group members - you can see your price through the buying group site.

Stock Management

Customer service

We welcome your feedback

Please share your feedback with us below and provide your details if you would like to be contacted regarding your comments.

Please do not use this to report an adverse event. If you wish to report an adverse event please send an email to: vet-support.uk@msd.com or visit www.msd-animal-health-hub.co.uk/PVForm and one of our advisors will be in contact at their earliest possible opportunity.

  • Privacy Notice

    MSD AH Privacy Notice:

    The personal information (name, practice name and email address) you provide will be processed for the purpose of contacting you regarding your feedback. By providing your details, you consent to the processing by MSD Animal Health UK Ltd, MSDAH, acting as data controller.

    Consistent with the purposes described above, you acknowledge that the Personal Information you provide to MSD can be transferred to Merck & Co., Inc. (Kenilworth, NJ, USA), which operates as MSD outside of the U.S. and Canada; its subsidiaries and/or to companies globally that provide services on our behalf, if that is required, and in accordance with applicable laws and our instructions. This may include international transfers in compliance with the Data Protection Act 2018 and General Data Protection Regulation 2018, Binding Corporate Rules, Privacy Shield and Standard Contractual Clauses. Any party handling information on behalf of MSD is contractually obliged to process your personal information in accordance with the same privacy standards as MSD. Retention period applied will be ten years.

    You may exercise your rights, among others, of access, rectification, erasure of your personal information and withdrawal of your consent by sending an email to msdukdpo@msd.com. For more information on our privacy practices and policies, please check our privacy commitments: https://www.msd-animal-health.co.uk/privacy-policy.

We’re here to help!

If you have any questions, please contact your MSD Animal Health Account Manager or the MSD Animal Health customer support line on 01908 685 685 option 3 or email customer-services.uk@msd.com.


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