Frequently Asked Questions: Direct and e2e 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 stock transparency and management, and now product discounts are applied at the point of purchase – no more waiting for rebates.

• 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 stock transparency and management, and now product discounts are applied at the point of purchase – no more waiting for rebates.

• 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). To purchase our ruminant, companion animal, equine and trout products you will need to set up an account with us.  Visit our how to set up a Direct account page for more information.

  Pig, Poultry and Aquaculture (excl trout) customers will order via the MSD Animal Health e-shop. Visit our how to set up an e2e account page for more information.

Distribution Partner Selection

• Which distribution partner should I work with?

  You can choose to create an account with either MWI or NVS for the ordering and delivery of your MSD Animal Health Products. 

• What happens if I don’t want to change wholesaler?

  Practices are not required to change or move their whole business to our distribution partners. However, in order to continue purchasing MSD Animal Health products, customers will need an account with one of our distribution partners (MWI and NVS).

Account set up, Payments and Invoicing

• How do I set up an account?

  It's easy to set up your account.

  For a Direct account (ruminant, companion animal, equine and trout products) - full details can be found here.

  For an e2e account (pig, poultry and aquaculture (excl. trout) products) - full details can be found here.

• What is the payment set up process?

  You can set up a direct debit or make payment via bank transfer.

• How do I set up a direct debit?

  Please complete the direct debit instruction on the account set up form provided by your MSD Animal Health Account Manager. You can also download it here.

• What are my payment terms?

  Payment terms will be end of the month plus 30 days.

• How will I see my invoice?

  An invoice for each order placed will be sent via email to your designated email address within 48 hours.

  A monthly a summary statement will also be provided. The monthly statement will list the invoices issued against every order you placed, with a summary of payment due at the time.  The statement will not contain any product information. You can expect your statement to arrive via email around the 10th of each month.

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 and invoices.

  If you would like a reminder on how to use Evolve our user guide can be found here. Please note not all corporate and buying group customers have access to evolve, for further details on this please contact your buying group or corporate administrators.

• How will my rebate be affected?

  Customers will now pay a net invoice including the eVolve Product Discount and Partner Discount. Any relevant discounts will be applied at the point of purchase – no more waiting for rebates.

  Rebates are no longer applicable.

• 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

• How will MSD Animal Health ensure there is enough stock in the market?

  MSD Animal Health will now have full control and oversight of stock held with our distribution partners and in our own warehouses.

  This increased transparency will provide better awareness of in market demand and allow for improved stock allocations during restricted supply periods.

• Will distribution partners hold any stock?

  All stock at our distribution partners will be owned by MSD Animal Health.

Returns

• What is the returns policy for MSD Animal Health products?

  MSD Animal Health has developed a returns policy designed to offer some flexibility to customers whilst maintaining the high standards and quality of our products and reducing waste due to stock destruction.

  For returns of undamaged products which may have been ordered in error, returns will only be accepted at point of delivery with the driver. It is very important that you check your order confirmation for any errors as these can be rectified with your distribution partner before delivery or directly with the Distribution Partner delivery driver.

  Products not returned at point of delivery will need to be destroyed. These products cannot be returned to stock to be used by someone else as they will not have the quality assurance data required by our high company standards. We want to ensure we supply quality products to all our customers. We do not want to destroy good medicines.

  We are unable to accept returns once they have been delivered unless they are damaged or if they have been delivered in error by the Distribution Partner.

  A copy of the returns policy is available from your MSD Animal Health Account Manager.

• Why has MSD Animal Health changed its returns policy?

  At MSD Animal Health we believe we all need to play our part in improving our sustainability and we have made our own commitment to be NetZero by 2025. You can find out more about our sustainability goals here.

  We are working hard to reduce waste in our supply chain and our returns policy is designed to offer some flexibility to customers to return products which will still meet our high standards whilst reducing unnecessary waste due to stock destructions. Last year in Great Britain we destroyed over 50,000 packs of medicine!

  Products returned after point of delivery will need to be destroyed. These products cannot be returned to stock to be used by someone else as they will not have the quality assurance data required by our high company standards. We do not want to destroy good medicines.

• Why are you no longer accepting and crediting all returns?

  At MSD Animal Health we believe we all need to play our part in improving our sustainability and we have made our own commitment to be NetZero by 2025. We are working hard to reduce waste in our supply chain and our returns policy is designed to offer some flexibility to customers to return products which will still meet our high standards whilst reducing unnecessary waste due to stock destructions.

  Since changing our returns policy on 1 January 2021, we have been running an exceptions process to support customers in the transition. Many customers have adapted to these changes and we have seen significant reductions in pack returns, customer order errors and over 32% of returns per month are being made at point of delivery. Therefore, we believe it is the right time to fully implement our returns policy.

• What are the common reasons for order errors?

  It’s really important to double check the products you are ordering and to review your order confirmation. Common errors in ordering include:

  1. Confusion in ordering denominations – doses, packs, vials or trays.  
  2. Ordering product for the wrong size of animal.
  3. Confusing products with similar names.

   

  Please review your order when submitting and your confirmation, if you notice you have ordered too much of a product you can contact your distribution partner and they will rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order.

• I ordered the wrong product and it has now been delivered. I do not need it. What should I do?

  We cannot accept returns beyond point of delivery. If you do not realise an order error until after accepting the delivery from the driver, then you will not be eligible to receive a credit for these products. If a distribution partner accepts a return after the point of delivery of a product that you ordered in error, MSD Animal Health’s Returns Policy will still apply. You will still be charged for the product, which we would then have to destroy.

  The vast majority of customer order errors are for products with fast run rates. We often see products ordered and returned, only to be ordered again a few weeks later. We therefore recommend that you store the product appropriately in your practice to be utilized in the future.

• Who do I contact about returns?

  In all circumstances and wherever possible we ask that you check your order at point of delivery. That way if you have made an error with your order, if the wrong product has been delivered or if the product is damaged, it can be returned directly with the driver.

  If you notice after the point of delivery that a product has been damaged or the wrong product has been delivered, please contact your Distribution Partner.

• What happens if my stock is damaged on arrival?

  If stock arrives damaged, this will be replaced. As soon as you are aware that stock has been delivered damaged, please contact your distribution partner to report the damaged stock. Reports must be made within 24 hours of receiving the delivery.

• What happens if you receive something different to what you ordered?

  If the wrong order is delivered, this will be rectified. As soon as you are aware that the wrong products have been delivered, please contact your distribution partner to report it. Reports must be made within 24 hours of receiving the delivery.

• What is MSD doing to help prevent order errors?

  Following detailed analysis of returns data from the last year, we have been able to identify the most common reasons for returns. Common errors in ordering include:

  1. Confusion in ordering denominations – doses, packs, vials or trays.  
  2. Ordering product for the wrong size of animal.
  3. Confusing products with similar names.

   

  To help support you we have implemented and are trialing changes to product nomenclature and updating product images on distribution partner order platforms.

  Please review your order when submitting and your confirmation, if you notice you have ordered too much of a product you can contact your distribution partner and they will rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order.

• What happens with returns for key drop customers?

  For customers who utilize key drop it is extremely important that you check your order confirmation to ensure that you have ordered the correct product including pack size and quantity. Common errors in ordering include:

  1. Confusion in ordering denominations – doses, packs, vials or trays.  
  2. Ordering product for the wrong size of animal.
  3. Confusing products with similar names.

   

  Check your order before submitting and review your order confirmation, if you notice you have ordered too much of a product you can contact your distribution partner and they will rectify the error.

  The vast majority of customer order errors are for products with fast run rates. We often see products ordered and returned, only to be ordered again a few weeks later. We therefore recommend that you store the product appropriately in your practice to be utilized in the future.

• My driver doesn’t wait for me to check my delivery. What should I do?

  Check your order before submitting and review your order confirmation for any errors as these can be rectified with your distribution partner before delivery or directly with the Distribution Partner delivery driver. For returns of undamaged products which may have been ordered in error, returns will only be accepted at point of delivery with the driver.

  Our distribution partners have agreed that drivers will wait for 5 minutes while you check your delivery. We ask that you do this as efficiently as possible. If your driver does not wait for you to check your delivery, then please contact your distribution partner or your MSD Animal Health Account Manager.

• How do I find my order confirmation?

  Every customer gets an order confirmation for each order placed. Each customer has provided an email address for these order confirmations to be sent to and they do differ customer by customer dependent on your order methods.

  If you do not directly receive your order confirmation please contact your distribution partner who will work with you to ensure they are sent to the correct person in your practice.

• I returned a product in error. How do I get it back?

  If you return a product outside of our returns policy, it will be returned back to you from your distribution partner.

Customer service

• Who do I speak to if there is a problem?

  For order and delivery queries your first contact should be your distribution partner.

  For pricing or invoice queries you can contact your MSD Animal Health Account Manager or MSD Animal Health customer services, Tel: 01908 685 685 or Email: ah-customer-services.uk@msd.com.

• 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. (Rahway, 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 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.

  If you choose to exercise your data protection rights you can submit a request using the following link https://dsr.msd.com/DSR/United_Kingdom/English/ in your browser where you are able to request access, correct or delete your personal information. If you have questions or concerns about our use of your personal information, please contact us at the following email address: msdukdpo@msd.com, alternatively you also have the option of contacting the UK Information Commissioners Office. For more information on our privacy practices and policies, please check our privacy commitments: https://www.msdprivacy.com/uk/en/.