supplier information portal

FAQ's

Frequently Asked Questions

What do I do if we cannot make the agreed delivery timeslot?

  • You should contact the Woolworths New Zealand Limited Replenisher who looks after your products as soon as you are aware that the Purchase Order will not arrive on the given date.
  • If the order can arrive on the correct date but the time is unsuitable, you should also contact the Replenisher.
  • If, on the day of delivery, the truck is delayed, or there is some other issue with the delivery, the Distribution Centre should be contacted.
  • If you become aware of a missed delivery after the fact (a 'no-show'), please contact the Replenisher with the reason why the order missed and organise a new booking.
  • If the order can be delivered as requested, there is no need to contact the Replenisher. 
    The Replenisher's contact details should appear on the order. The Trade Partner should make the call, not the transport provider, as this guarantees that the Trade Partner is aware of any changes. The Replenisher will then arrange an alternate timeslot.
  • Please note that a rebooking may affect your Inbound Service Level. The earlier the notification, the more accurate future Purchase Order quantities will be and this also reduces unutilised resources in the Distribution Centre

What do I do if we cannot supply the order in full as requested or I wish to change the quantity?

If your company is unable to supply all the products in full as requested on the Purchase Order, you are required to contact the Woolworths New Zealand Limited Replenisher who looks after your products. Their contact details should appear on the order. You may do this through EDI, however you also need to relay the details by phone or email.

The Replenisher will need to know the:

  • Reason why you cannot supply.
  • Quantity that cannot be supplied.
  • Estimated severity of the issue.

They will then adjust the order as necessary. A copy of the updated order can be faxed to you for your records.

If the order can be part-supplied, the Replenisher will generally request this rather than rebooking the entire order to another day, as it is generally better to have some stock rather than none at all. Additionally, the product(s) that can be supplied might be needed more urgently than those that cannot. Be aware that by not supplying the original requested amount, your Inbound Service Level will be affected. If the order can be supplied in full and on time, there is no need to contact the Replenisher.

All other quantity changes should be discussed with the Replenisher.Woolworths New Zealand Limited

What do I do if there is an error on the order?

If the error on the order is related to the quantity ordered, please contact the Replenisher who looks after your products. Their contact details can be found on the order.

If the error is related to the TUN/EAN, TIHI, carton configuration or price, please contact your Business Team for that product - in particular the Category Assistant.