What?

Reachdesk is relocating all inventory in our US warehouse to a new location starting this summer! 

Why?

Our current US warehouse has failed to consistently meet our expectations and we are pivoting to a more established industry player that has stronger inventory controls, enhanced security, and is committed to being a dependable warehouse partner.

How Does this Impact you? 

Reachdesk will be sharing information regarding:

• Your move date and what dates your inventory will be offline 
• How and when to start sending SNs to the new warehouse
• How and when to start placing orders at the new warehouse

Who is Responsible for What?

We want to limit the lift on you as much as possible! 

You are responsible for informing your teams 1) when your inventory will be offline 2) how to send new inventory to the warehouse and 3) how to place orders with the warehouse. 

Reachdesk will share how to place orders and ship notices with the new US warehouse in the near future.

Reachdesk is taking care of coordinating moving your inventory and ensuring your goods are handled with care.

What Is the Move Timeline?

Your U.S. inventory will not be accessible for orders while it's being packed, shipped, and unloaded. This entire process is expected to take 10-14 business days. A typical timeline is below.

• 5 business days before the Move Date  (ex. move date is 6/3, last full day to place an order is 5/24): Last day for orders with the OLD U.S. warehouse. 
• Move Date: Your inventory will be shipped from the OLD U.S. warehouse. 
• +1 Business Day Arrival: Your inventory arrives at the NEW U.S. warehouse. 
• 5-7 Business Days after Arrival: Your inventory is put into stock, and accessible on the platform.

Please note that our first outbound order will not be released until June 12. Clients that have a move date prior to this can place orders once they see inventory live for the NEW U.S. Warehouse but will not see orders start fulfilling until that date. 

     This will affect customers who have a store portal with us. Whilst your store will remain open and       active, you may experience delays in order fulfilment. Please refer to the Store Portals section of this FAQ document for more information. 

How Do I Prepare?

Your last day to send orders from the old U.S. warehouse is 5 business days before your move date. You are responsible for determining when to stop sending inventory to the old US warehouse based on turnaround times for your shipments. We recommend 2 weeks prior to your move date if you can. 

Prior to your move date, we will share “how-to” instructions on how to place a new order and create a shipping notice for the new warehouse on your behalf. 

Have inventory you don’t want to move and want to dispose of? Raise a ticket requesting the specific skus at least 3 weeks prior to your move date. With subject line: URGENT US WH SKU Disposal Request

 

What can I send while my U.S. inventory is in transit?

We recommend utilising our marketplace and e-gift card options. If you have material stored in our other warehouses, that inventory will still be accessible.

 

What Happens When My Inventory is Moved?

Move Order and SN

You will see an order populate under stock shipments starting with “WR”. This is the inventory that is transferring to the new warehouse and you will not be charged for this order. You will also see an SN populate for the new US warehouse for inventory to be received. 

Reachdesk will be conducting a full inventory recount when it arrives at the new warehouse to verify that quantities are accurate. Once inventory populates under the new U.S. warehouse, you can start sending orders!

General Order Fulfillment

If orders are placed at least 5 business days prior to your move date, we should be able to fulfill them according to SLAs. We will reach out if there are any issues.

Current Campaigns, Landing Pages and Address Verifications Call Outs

Campaigns and landing pages that existed for the old US warehouse will be automatically pushed to fulfil out of the new US warehouse. 

If you have address confirmation orders still live for the old US warehouse, those orders will be automatically cancelled and will need to be recreated for the new US warehouse. Pro tip: adjust your address validation deadline to be the same date as your last date to place an order for the old US warehouse to ensure those orders get fulfilled!

Event Orders Call Outs

Event orders that are placed prior to your inventory being offline will be honoured and fulfilled according to your plans assuming the event occurs prior to July 29. Otherwise, this inventory will be moved and the order will be cancelled. A new order will need to be raised.

What Happens to my Store Portal?

This will affect customers who have a store portal with us. Whilst your store will remain open and active, you may experience delays in order fulfilment. The store portal team will be reaching out to further explain impact.

Will my store go offline at any point?
Your Store Portal will remain live during the move. This means orders can still be placed on the store front, however will remain as pending on the backend, until the stock has been physically checked in and available in the new warehouse. 

What happens to the orders that are placed during the transition period?
Orders placed during the move will be queued in Shopify. Once your move has been completed, Reachdesk will connect the store to the new warehouse, where orders will then flow through automatically. 

What happens if my stock is also linked to a separate campaign and/or landing page?
As Store Portals will still be active, we recommend swapping out your other active campaigns to SKUs not associated with a store portal. 

How long will processing times be during the transition?
Please expect an extended SLA for processing orders. Refer back to your original email outlining your stock timeline

Can I add/remove items to the store during the move?
We’re not able to add any additional items to your store for the duration of the move. Once all items have been stocked into the new warehouse, only then can we add new items to the portal. This also applies if you’re looking to remove any items from your store during the move.  

Can I update my Store Portal during the transition?
Yes. All other efforts can be executed, such as design updates, script or app additions can continue to be pursued.

Who should I contact if I have any questions?
Please reach out to storeportals@reachdesk.com if you have any further questions or concerns, the team will still be on hand to help!

What’s Next?

• Once it is your move date, access to the United States (Closing) for outbound orders will be removed
  • Once our move is fully complete, inventory will only be available in the new warehouse via the RD platform
• Now that your inventory has been moved, your existing campaigns will now pull inventory from the United States (New) warehouse. 
• Please note that  all NEW inventory that is sent to the United States (Closing) warehouse, regardless of the move date, after July 1st - will be forwarded to the new US Warehouse. Any SNs already in transit that have been created will be received in if they land prior to July 1st assuming it is not past your move date.
• If your move date has already passed and it is prior to July 1st, your inventory will be forwarded. Also, if your SN lands the week prior to your move date, it your inventory will be forwarded. 
  • Example: Move date is June 3rd, SN lands on June 5th, will be forwarded onto the new US warehouse. Please expect an additional 5-10 business day delay.
  • Example: Move date is June 3rd, SN lands on May 29th, will be forwarded onto the new US warehouse. Please expect an additional 5-10 business day delay.

Misc. Questions 

Is the New Warehouse temperature controlled? 

Yes, it is temperate so non-perishables can continue to be stored. However, please note that when items with low melting points (i.e. chocolate) are in transit, they can melt in the trucks.

Can I store alcohol in the new warehouse? 

Not at this time.

Will there be changes to rates?

Pick and pack and shipping for standard bundles will remain the same. Our large shipments and event shipments will be charged at a rate of $7.50 USD for the first pick and .36 (down from .60!) for each pick thereafter. We expect clients to feel at least a 35% savings thanks to this new rate.  New rates will be posted here. 

What happens to my orders on the date on my move? 

Orders already fully processed which have been placed with the Old warehouse will be locked in and shipped from the Old warehouse if the expected ship date is prior to July 29th.

Orders generated from Landing Pages and/or Triggered campaigns will be held as pending until stock is checked in at the New warehouse and shipped from there.

Once inventory is available at the new US warehouse, orders will ship off of that inventory.

What Happens if my inventory count looks off?

Our goal is that all inventory will move on your given move date, however, there is a risk that not everything moves on time. Once you are 8 business days past your move date and you want to flag something that looks off, please raise the SKU name and what you think is wrong with your CSM.  Please note that this will take until the end of the move to reconcile as we are conducting full recounts and extensive clean up of our old warehouse as a part of the move. 

What If I Send Inventory to the United States (Closing) Warehouse?

We have set up a forwarding operation with our  United States (Closing) warehouse. Your inventory will be put on the next move trailer. Expect an additional week delay on your skus getting to stock. If the SN was created for the United States (Closing) warehouse, we will create a new one on your behalf. Please note that if your SN lands after July 29th, we cannot guarantee this will forward to the new US warehouse as we will have left the premises. If we are able to retrieve it, you will be responsible for costs.