Frequently Asked Questions: Direct and e2e by MSD Animal Health

A closer working relationship with a dedicated animal health partner, improved stock transparency and management, and product discounts applied at the point of purchase.

You can choose to create an account with either MWI or NVS for the ordering and delivery of your MSD Animal Health ruminant, companion animal and equine products.  Please note that Trout products are only available through MWI.

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

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

If you require products for all species, you will be required to set up a Direct and an e2e account due to the separate networks.

You can set up a direct debit or make payment via bank transfer. It’s simple and convenient to set up direct debit to make payments to MSD Animal Health. You can download the account set up form  here. 

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. 

MSD Animal Health standard payment terms are payments due at the end of the month plus 30 days. 

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

A monthly summary statement will also be provided. The monthly statement will list the open invoices issued against every order, 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 10^th of each month. Invoices and statements can also be accessed via the eVolve customer portal. Our user guide for eVolve can be found here.

MSD Animal Health provides improved price visibility on the invoice. This will include eVolve Product Discounts and MSD Animal Health Partner Discount on the invoice.

There is also the MSD eVolve portal, where you can view net pricing, invoices, statements and transaction reports. 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.

Our user guide for eVolve can be found here.

The MSD eVolve portal gives you access to your full price lists, invoices, statements and transaction reports. 

Our user guide for eVolve 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. 

MSD Animal Health applies discounts on invoice. Invoices show applicable discounts and show a net price.

MSD Animal Health provides improved price visibility on the invoice. This will include eVolve Product Discounts and MSD Animal Health Partner Discount on the invoice.

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. 

MSD Animal Health has full control and oversight of stock held with our distribution partners and in our own warehouses. The data we generate allows us to accurately forecast demand, in turn ensuring we have sufficient inventory in our distribution partners & 3PL warehouses. This increased transparency provides better awareness of in market demand and allows for improved stock allocations during restricted supply periods.

MSD Animal Health returns policy offers customers some flexibility and reduces waste from 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) before delivery or directly with the delivery driver.  For Direct products, your distribution partner will advise of their procedure for returning products at the point of delivery. Credit notes will be generated once the return has been processed.

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 or MSD Animal Health.   Products returned after the point of delivery will be destroyed as they have been outside of MSD’s controlled supply chain. This approach is to maintain our high quality standards for our customers and end users. We also do not want to destroy good medicines.

A copy of the returns policy is available here. 

It’s 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. Products with similar names.

Please review your order when submitting and review your order confirmation, if you notice you have ordered too much of a product prior to despatch, you can contact your distribution partner (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) and they will help you rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order. 

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 (Direct - ruminant, companion animal, equine and trout products) 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 destroy. 

Most 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 utilised in the future.

In all circumstances and wherever possible we ask that you check your order at point of delivery. 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 or you can refuse the delivery. 

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

Direct - ruminant, companion animal, equine and trout products:

MWI Animal Health - 03300 947 587

NVS - 01782 771111

e2e - Toxovax, aqua (excluding trout), poultry and pig products:

MSD – 01908 685685

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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) to report the damaged stock. Reports must be made within 24 hours of receiving the delivery. 

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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) to report it. Reports must be made within 24 hours of receiving the delivery. 

Following detailed analysis of returns data, we identified 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. Products with similar names.

To help support you we have made changes to product nomenclature and updated product images on order platforms. 

Please review your order when submitting and review your order confirmation, if you notice you have ordered too much of a product you can contact your distribution partner (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) and they will help you rectify the error. You can also return this product directly with your delivery driver at point of delivery or simply refuse the order. 

For customers who utilise 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. 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) and they will rectify the error. 

Most 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 utilised in the future.

Our distribution partners (Direct - ruminant, companion animal, equine and trout products) 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. 

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; 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 (Direct - ruminant, companion animal, equine and trout products) or MSD Animal Health (e2e - Toxovax, aqua (excluding trout), poultry and pig products) who will work with you to ensure they are sent to the correct person in your practice.

If you return a product outside of our returns policy, it will be returned back to you from your distribution partner (Direct - ruminant, companion animal, equine and trout products). 

For Direct (ruminant, companion animal, equine and trout products) 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: ahcsuk@msd.com. 

For all e2e order, delivery and invoice queries you can contact MSD Animal Health customer services, Tel: 01908 685 685 or Email: ahcsuk@msd.com.