Orders, returns and quotes
Dispatch Shop orders to practices in the UK (except Northern Ireland) and the US, set a new date when you're late, answer returns and claims, and quote for and install equipment.
Owners and members of a supplier account work orders, returns and quotes. You see your own prices and costs here, never the practice's total. The practice sees your name as the dispatcher, and Smileline handles its payment.
Orders to dispatch
Orders (/supplier/orders) lists every parcel waiting to go, soonest
dispatch first, with late ones in red. You're told A new order to dispatch
as each comes in. Each parcel shows Dispatch by and Delivery by, its
lines and packs, and flags:
| Flag | Meaning |
|---|---|
| Late | Its dispatch-by time has passed |
| Oversold | An offer sold more than you had: send what you can and set a new date for the rest |
| Lot and expiry needed | Record the lot and expiry of what you send |
| Recall | Recalled lots can't go out |
| Class suspended | You're no longer approved to sell this kind of product; Smileline decides what happens to the line |
| Payment disputed | The practice's bank disputed the payment; wait |
| Waiting for the practice until a date | A US practice must choose to keep waiting after a long delay before you can send it |
Click a parcel to see Deliver to, the Delivery instructions (no patient details) and the lines. Packing slip opens a page to print and put in the box.
Dispatch
Click Dispatch and set Packs to send for each line. Send all of it, or part: what you leave at 0 keeps waiting in this order.
For a lot-tracked product, enter each Lot and Expiry; Add another lot splits a line across lots.
Under How it goes out, choose Enter a tracking number and give the Carrier and Tracking number. For your own deliveries, pallets and installs, give The day you'll deliver. For a software licence, give the Licence reference and send the keys to the practice yourself; never put them here.
Confirm. Dispatched. The practice has been told.
Smileline's own warehouse can also Buy a label: enter the weight and three sides, Get rates, Choose a rate, then Buy label and Download the label.
After dispatch the parcel's tracking updates by itself. Tracking not recognised — check the number means the carrier doesn't know it: use Correct the tracking number. When the carrier reports a problem, Send again with the new tracking number replaces the old one. The carrier is bringing this parcel back to you when it's returning to sender.
For your own deliveries, pallets and installs, click Confirm delivered once it's with the practice.
When you're late
Click Delay and choose the New dispatch day. The practice is told and can cancel for a full refund. If you miss a dispatch-by time without setting a date, the Shop moves it on by itself and you're told An order is late to dispatch.
US practices must agree to a long wait: after a second delay, or one more than 30 days past the first date, the parcel shows Waiting for the practice until their deadline. You can dispatch once they choose to keep waiting; if they don't, it's cancelled and refunded on that date.
A practice can cancel anything you haven't dispatched yet; you're told An order is cancelled before dispatch. Don't send it.
Returns
Returns (/supplier/returns) lists each return and claim with its
Respond by date, two working days after the practice asks. Answer in time:
otherwise you get a reminder, then Overdue: Smileline decides.
| What the practice sent | Your answers |
|---|---|
| A Return | Approve return, Refund, keep it or Reject |
| A Warranty claim | Accept claim (you repair or replace it directly) or Decline claim |
| Items missing (reported at check-in) | Refund, keep it |
| Didn't arrive | Refund, keep it, or Send again from Orders with a new tracking number |
You can add a note the practice reads to each answer. When you pay the return postage (a wrong, damaged, faulty or recalled item), add the label after approving: Upload your return label (PDF) or Set a collection date; Smileline's warehouse can Buy return label. For an unwanted item the practice books its own courier and enters the tracking.
When the parcel comes back, click Record as received, check each item's condition and choose the Outcome: Refund the practice or Reject the return. Refund started. It shows as refunded once it's paid. Smileline pays the refund, and what it paid you for those items comes off your statement. If a practice disagrees with a rejection, it can ask Smileline to review: Smileline is reviewing.
Equipment quotes
Quotes (/supplier/quotes) lists practices' quote requests, with the
site, their preferred window, their note and any site-survey files. You're
told A practice asks for a quote for each.
Click Send quote. Enter Your cost to Smileline, before tax, the Deposit (% of the price), the Delivery date, the Installation date if you know it, Valid until and any Terms.
Check what the practice will see: Practice pays the price before tax, and the deposit's share.
Add the quote document if you have one, and send it. Quote sent. The practice has been told.
Revise quote sends a new version; the practice can only accept the latest. Decline request tells the practice you can't quote; Withdraw quote stops them accepting it.
When the practice accepts and pays the deposit, the order appears in Orders. Deliver it and Confirm delivered, then back on the quote, upload the installation documents (an Installation report always; for X-ray equipment, the Critical examination report in the UK or FDA Form 2579 in the US) and click Confirm installation. Installation confirmed. The practice is asked for the balance. You're paid for it once the balance is paid. See Statements.
Buyer checks
Buyer checks is for suppliers of medicines, who approve each practice before its first order. Medicines aren't sold in the Shop yet, so the page isn't shown.
Product Overviews
Write the page practices read about a product you sell — banners, pictures, feature columns, specifications, comparisons and more — publish it straight away, or bring in a page you already have with Import HTML.
Statements and self-billing
How Smileline pays suppliers in the UK and the US each month for Shop orders delivered to practices in the UK (except Northern Ireland) and the US, with the self-billed invoices it raises for you.