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 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

• 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 - 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. At the end of each month a summary statement will be provided which totals all invoices from that month. Invoices will also be added into Evolve.

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

• 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 demand planning.

• What will be the impact of Brexit?

  MSD Animal Health has robust plans in place to prepare for Brexit. For more specific information please refer to the Brexit statement on our website at msd-animal-health.co.uk.

• Will distribution partners hold any stock?

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

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. (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.