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IMPORTANT INFORMATION FOR
ZEBRA CUSTOMERS REGARDING
CHANGES IMPACTING ORDER
PROCESSING, PAYMENT TERMS,
CURRENCIES, DISTRIBUTION,
SYSTEMS, AND NEW POLICIES
EFFECTIVE 1 MAY 2017
March 2017
CUSTOMER GUIDE
TO
BUSINESS CHANGES
IN EMEA
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 2 of 24
TO OUR VALUED CUSTOMERS:
At Zebra, we are dedicated to helping our customers succeed by providing complete end-to-
end solutions. Since the acquisition of the Motorola Solutions’ Enterprise business, we have
spent much time evaluating the core systems, processes and tools used to manage our daily
operations.
To make doing business together easier, we are upgrading many of our back-office systems,
including our processes for orders, payments, finance, procurement, and distribution. In
addition, we are consolidating our distribution operations to Heerenveen, Netherlands, which
will improve our ability to serve your needs with greater efficiencies.
As a result of these implementations, you will see more streamlined operations and
experience one way of doing business with Zebra, including:
One account number, shipment, and payment location Local support of product shipments Unified Incoterms
Purpose of this Guide
We are excited about this transformation and our future ability to serve you more consistently
across all our business lines. We are making many changes and there will be actions you will
need to take to ensure a smooth transition. This guide is designed to provide you with the
information and dates of our changes and the actions required by you.
Two distinct companies have merged to form a solutions oriented Zebra
To clarify the references to the companies you have done business with, the following
acronyms are used.
1. Legacy Enterprise: Business purchased from Motorola Solutions, otherwise known as
Enterprise Visibility and Mobility (EVM) consisting of mobile computers and data
capture products.
2. Legacy Zebra: Historical Zebra business, otherwise known as Asset Identification and
Tracking (AIT) consisting of printers and supplies products.
Effective Date of Changes
All changes in this document go into effect on Monday, 1 May 2017, unless otherwise noted,
or, because of a public holiday in your country. See page 21 for highlights of key dates.
Operational Downtime – Limited Access to Zebra Systems and Business Operations
Zebra will undergo an operational downtime beginning at 5 PM CDT on 20 April through start
of business on 1 May 2017. This will have an impact on all transactions. Please read through
for details.
Click here for the most up to date information and impacts on operational downtime.
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 3 of 24
TABLE OF CONTENTS 1.1 CHANGES TO ZEBRA SUPPLIER INFORMATION ................................................................................. 5
1.2 CONTRACT UPDATES ..................................................................................................................... 5
1.3 TAX REGISTRATION ........................................................................................................................ 6
1.4 ACCEPTED CURRENCIES ................................................................................................................ 6
1.5 ONE INVOICE ................................................................................................................................. 7
1.6 ONE PAYMENT LOCATION FOR ALL ZEBRA INVOICES ....................................................................... 7
SECTION 2 ORDERING FROM ZEBRA .......................................................................................... 8 2.1 PRICE ADJUSTMENTS ...................................................................................................................... 9
2.2 ORDERING PRODUCTS ................................................................................................................... 9
2.3 ORDERING REPAIRS ..................................................................................................................... 10
2.3.1 PER INCIDENT REPAIR ORDERS .................................................................................................... 11
2.3.2 DEFECT ON ARRIVAL (DOA) INVOICING POLICY CHANGE ............................................................... 11
2.4 ORDERING SERVICE CONTRACTS ................................................................................................. 11
2.4.1 ONECARE SERVICE CONTRACTS – NEW PART NUMBERS ............................................................. 12
2.4.2 SERVICE CONTRACT RENEWALS .................................................................................................. 13
2.5 PRICE CONCESSION PROCESS ..................................................................................................... 13
SECTION 3 LOGISTICS AND INCOTERMS .................................................................................... 15 3.1 DISTRIBUTION CENTRE OPERATIONS ............................................................................................ 16
3.1.2 CHANGES TO PICK UP LOCATIONS ............................................................................................... 16
3.2 INCOTERM CHANGES .................................................................................................................... 16
SECTION 4 RETURNS .............................................................................................................. 17 4.1 RETURN MATERIAL AUTHORIZATIONS (RMAS) - HARDWARE .......................................................... 18
SECTION 5 GLOBAL POLICIES .................................................................................................. 19
SECTION 6 KEY DATES ............................................................................................................ 21
SECTION 7 CONTACT INFORMATION ......................................................................................... 23
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 4 of 24
SECTION 1 SINGLE LEGAL
ENTITY FOR ALL
TRANSACTIONS
ZEBRA WILL CONSOLIDATE ALL
BUSINESS OPERATIONS INTO ONE
SINGLE LEGAL ENTITY SUPPORTING
EMEA.
THESE CHANGES IMPACT HOW WE DO
BUSINESS TOGETHER AND REQUIRE
ACTION ON YOUR PART.
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 5 of 24
1.1 CHANGES TO ZEBRA SUPPLIER INFORMATION
Confirm the supplier information below is added to your system before 1 May 2017 and any
other Zebra supplier records are updated as indicated below. There may be a need to
consolidate or deactivate vendor records in your system of legal entities no longer used.
Action Required
Effective 1 May, ensure all transactions with Zebra are submitted to the following legal entity.
Zebra Technologies Europe Limited
Dukes Meadow Millboard Road BOURNE END SL8 5XF UNITED KINGDOM This change may require updates to open orders. See Section 2 for more information.
1.2 CONTRACT UPDATES
We are assigning your EVM contract to Zebra Technologies Europe Limited.
Notices of assignment and / or amendments, where required, are being issued from 30
January 2017 onwards to all impacted customers. The assignment notices and / or
amendments are intended to update our contractual relationship for EVM products and
services as of 1 May 2017.
Action Required
Where requested, please countersign the relevant amendments and return them to Zebra before 1 May 2017. Please refer to the actual assignment notice / amendment for specific details.
ACTION
REQUIRED
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 6 of 24
1.3 TAX REGISTRATION
All transactions commencing on, or after, 1 May 2017 will be charged tax based on the VAT
Registrations listed below for the Netherlands and United Kingdom unless listed as an
exception. Transactions prior to this date will be charged VAT based on current registrations.
Action Required
Update the following tax registrations for Zebra Technologies Europe Limited in your
system. You will be invoiced for the products and/or services listed with the VAT registrations
listed below.
Exceptions
VAT registrations for other countries may be required in limited situations, including the following exceptions. If this occurs, you will be contacted by Zebra with the corresponding VAT registrations.
Drop-shipments from Non-EU distribution centres Locally procured products
1.4 ACCEPTED CURRENCIES
As of 1 May 2017, Zebra Technologies Europe Limited will quote, invoice, and receive
payments in the following currencies for all transactions with Zebra:
Pound Sterling (GBP), Euro (EUR), and U.S. Dollar (USD)
Please note these are the only three currencies accepted by Zebra Technologies Europe
Limited. Please conduct business with Zebra using the agreed upon currency from the
options above.
Action Required
Invoices dated prior to 1 May 2017, should be paid according to the remittance
information on the invoices received. Currencies will not change on those open invoices.
Invoices issued after 1 May 2017 will only be invoiced in the currencies listed above as per
your agreement with Zebra.
COUNTRY TAX REGISTRATION
NUMBER PRODUCTS OR SERVICES INCLUDED
Netherlands (Heerenveen
Distribution Centre)
NL.8140.78.965.B01 Direct shipments dispatched from the
Heerenveen Distribution Centre
United Kingdom (Preston Distribution Centre)
GB697972451 Services and direct shipments from the
Preston Distribution Centre
South Africa Subject to receipt of VAT registration
Services provided to South African customers
will include local VAT
ACTION
REQUIRED
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 7 of 24
1.5 ONE INVOICE
Effective 1 May 2017, Zebra will issue one invoice for all products ordered in a single
purchase order, shipping from the same distribution centre, on the same ship date, and in the
same delivery.
Services ordered with hardware products may be invoiced separately.
1.6 ONE PAYMENT LOCATION FOR ALL ZEBRA INVOICES
All invoices issued by Zebra Technologies Europe Limited on 1 May 2017 and after, should
be paid to the bank accounts listed below. This information will be printed on your new
invoices, and may require you to update your accounts payable systems.
Action Required
Update your accounts payable systems to reflect this banking information for invoices
issued by Zebra Technologies Europe Limited on, or after, 1 May 2017.
Invoices issued prior to 1 May 2017 should be paid per the remittance information on the
invoice.
WIRE TRANSFERS
Beneficiary Name:
Bank Name:
Bank Address:
SWIFT:
Sort Code:
Remittance email:
Zebra Technologies Europe Limited
Bank of America:
2 King Edward Street
London, EC1A 1HQ
United Kingdom
BOFAGB22
16-50-50
Currency GBP EUR USD
Account # 70916071 70916021 70916047
IBAN GB82BOFA16505070916071 GB74BOFA16505070916021 GB51BOFA16505070916047
CHEQUES SENT VIA POSTAL SERVICE
Mailing Address
Zebra Technologies Europe Limited
Dukes Meadow
Millboard Road
Bourne End, SL8 5XF
United Kingdom
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 8 of 24
THE FOLLOWING PAGES CONTAIN THE
CRITICAL INFORMATION REGARDING
ACCOUNT NUMBERS AND ORDERING
PROCESSES, INCLUDING IMPACTS TO
OPEN ORDERS.
SECTION 2 ORDERING FROM
ZEBRA
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 9 of 24
2.1 PRICE ADJUSTMENTS
Pricing for all Zebra products and Services will be rounded to two digits from four digits on
unit net price. This will potentially impact the final invoice total. Any applicable four-digit
rounding may result in differences compared to two digit rounding.
There is also a slight adjustment to the realignment of incoterms which is further discussed in
Section 3.2
2.2 ORDERING PRODUCTS
Starting at 5:00 PM CDT on 20 April 2017 through start of business 1 May 2017, Zebra
will not be able to accept new orders. This includes orders of all types (hardware,
accessories, and contracts) – except repairs (see section 2.4) - and by all methods
(email, mail, or agent).
There may be a short delay in order fulfillment and the completion of repairs when
business operations resume on 1 May 2017.
NEW ORDERS
Effective 1 May 2017, all purchase orders, regardless of ordering method, must
reference Zebra Technologies Europe Limited, and your one Zebra account number.
Orders will be accepted through your Zebra Order Management Representative. In some
cases, Zebra will be reassigning accounts to different Order Management Representatives.
You will be informed in the event your account is impacted by this change.
OPEN ORDERS
Your Zebra Order Management representative will contact you on 24 April with a backlog
report of orders that were not fulfilled by 20 April 2017. This report will include a list of all
items ordered but not shipped for each open purchase order.
Action Required
Open orders will be migrated to the new system (under your one Zebra account
number) and will be placed on hold until you reassign or reissue purchase orders in
your systems to Zebra Technologies Europe Limited.
You will need to contact your Zebra Order Management Representative via email to
confirm the purchase orders have been modified accordingly.
Please note the following for migrated orders:
New sales order numbers will be created Sales order acknowledgements will not be resent for migrated orders Every effort will be made to keep scheduled ship dates in the order in which they are
received
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 10 of 24
By 1 May 2017, your Zebra Order Management Representative will provide another backlog
report that will include new sales order numbers, original sales order numbers, and additional
relevant order information.
2.3 ORDERING REPAIRS
Effective 1 May 2017, there will be a new Repair Order Portal and a globally consistent
process for repair orders pertaining to mobile computing and data capture products. The new
portal will be accessible from www.zebra.com/support and will provide better visibility to
repair order status, including shipping, turn-around time, and on-hold information. The
following functions will be available on the new Repair Order Portal:
Request a new repair order Search and view existing repair orders, assets, and contracts View and export order history
Existing users of the current Return Material Authorization (RMA) Portal will receive access
and login instructions for the new Repair Order Portal via email the weekend of 29 April 2017.
Action Required
Your company’s Zebra administrator can coordinate access requests for new users.
New end users should register via the Repair Order Portal at www.zebra.com/support
The Repair Order Portal will be available in Chinese, Dutch, English, French, German, Italian,
and Spanish. New languages will be added throughout 2017.
Training and support materials will be available on www.zebra.com/support and accessible
directly within the portal’s help section. In the weeks prior to and shortly after launch of the
tool, existing RMA Portal users will be provided with an opportunity to attend an overview
session to orient them to the new tool. Contact your Services team with any registration
issues at [email protected]
Effective 17 April 2017, all billable repairs will be quoted from Zebra Technologies Europe
Limited. Invoices for repair orders received, completed, and shipped during our operational
downtime will not be invoiced until after 1 May 2017.
Repair orders will not be accepted starting at 5:00 PM CDT on 27 April 2017 through
the start of business 1 May 2017. There may be a short delay in order fulfillment when
business operations resume on 1 May 2017.
There are no changes to existing Legacy Zebra (AIT) Repair Order portals or processes.
NEW REPAIR ORDERS
Action Required
Effective 1 May 2017, place all online repair orders for mobile computing and data
capture products via the new Repair Order Portal using your one Zebra account
number. Details for an alternate, manual method can be found on the Repair Order Portal, or
contact your support team at [email protected]
ACTION
REQUIRED
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 11 of 24
Regardless of the repair order method used, accessories such as batteries, antennas, cables,
stylus, SIM/memory cards, manuals, etc. must be removed from the unit(s) prior to shipping.
Also, please ensure safe packaging of the unit(s) to prevent any accidental damage during
transport.
INVOICING OPEN REPAIR ORDERS
Zebra intends to invoice all completed repair orders prior to 20 April 2017. A Zebra
Representative will contact you on 24 April 2017 with a backlog report of any open repair
orders that were not completed and invoiced by 20 April 2017. This report will include a list of
open items per purchase order.
Action Required
Open repair orders will be migrated to the new system, under your one Zebra account
number, and will be placed on hold until you reassign or reissue purchase orders to
Zebra Technologies Europe Limited.
2.3.1 PER INCIDENT REPAIR ORDERS
Effective 1 May 2017, Zebra’s global policy for quotation of billable repairs will change. This
policy applies to repair charges for devices not covered by Zebra’s standard warranty or by a
separately purchased service contract. Repair quotations will be based upon Zebra’s Tier 3
flat-rate repair prices, which represent the maximum potential repair costs for a device. These
prices will also be reflected in quotations generated via Zebra’s Repair Order Portal. Upon
completion of the quoted repair, an invoice will be generated based on the actual parts and
labour required.
The above policy will reduce the need for re-quotation, as well as regeneration and
resubmission of purchase orders. Note: If our technicians deem a unit to be beyond repair,
the unit will be returned unrepaired, unless notified otherwise. All non-warranty repairs are
subject to an inspection fee for any unit diagnosed with No Fault Found.
2.3.2 DEFECT ON ARRIVAL (DOA) INVOICING POLICY CHANGE
Effective 1 May 2017, Zebra’s global policy for invoicing of Defect on Arrival (DOA)
replacement orders will change. Replacement products will be invoiced at full price. Full credit
will be provided against the return of the defective product upon arrival and acceptance at
Zebra. Please note, DOA requests will be processed via local Support Center Team (Help
Desk). You can contact your regional support team at [email protected].
2.4 ORDERING SERVICE CONTRACTS
Effective 17 April 2017, all service contracts will be quoted from Zebra Technologies Europe
Limited, but will not be invoiced until after the transition on 1 May 2017. Purchase orders will
be accepted under the previous legal entity names until 20 April 2017.
iStore will be discontinued at 5 PM CDT on 20 April 2017.
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 12 of 24
Starting at 5:00 PM CDT on 20 April 2017 through start of business 1 May 2017, Zebra
will not be able to accept new orders. This includes orders of all types (hardware,
accessories, and contracts) – except repairs (see section 2.4) - and by all methods (EDI,
portal, email, mail, or agent).
There may be a short delay in order fulfillment and the completion of repairs when
business operations resume on 1 May 2017.
OPEN SERVICE CONTRACT ORDERS
All open orders will be processed on or before 20 April 2017 assuming all relevant contract
information is provided and validated. A Zebra representative will contact you on 24 April
2017 with a backlog report of any open contract orders that were not invoiced by 20 April
2017. This report will include a list of open items per purchase order.
Action Required
Open orders will be migrated to the new system, under your one Zebra account
number and will be placed on hold until you reassign or reissue purchase orders to
Zebra Technologies Europe Limited.
Throughout this transition, all service agreements will retain their originally-issued contract
numbers.
2.4.1 ONECARE SERVICE CONTRACTS – NEW PART NUMBERS
Zebra is implementing a new, streamlined part numbering system for ordering OneCare
Service Contracts for mobile computing and data capture products. This new part numbering
system will help reduce the contract entry process and the time to provide contract
acknowledgements and final agreements. Each part number includes the base service
contract and the customers’ requested options combined into a single part number and price.
The new part numbering structure will be consistent with the existing structure for printing and
supplies service contracts and will reduce the need to order contract options separately from
the base contract. All services and service options that were available prior to the change
remain available.
NEW CONTRACTS
Action Required
Effective 1 May 2017, begin using the new part numbers on purchase orders.
Effective 1 May 2017, Zebra will process purchase orders with the new part numbers. Zebra will continue to accept and process purchase orders for Service Contracts that refer to the old part numbers through 1 July 2017. After this date, Zebra will only accept purchase orders for Service Contracts that use the new OneCare part numbers.
ACTION
REQUIRED
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 13 of 24
2.4.2 SERVICE CONTRACT RENEWALS
CONTRACT RENEWALS
In February 2017, Zebra started using the new part numbers to quote renewals that expire after 30 April 2017.
Zebra will not process purchase orders for contract renewals with the old part numbers after 31 October 2017.
CONTINUITY FEES
As announced earlier this year, effective 1 January 2017, a new Service Continuity Fee
(SCF) Policy went into effect. Zebra OneCare contracts renewals received after the original
contract expiration date will be subject to a 10% Service Continuity Fee.
Applies to support services contract renewals for all Zebra products, including printers, mobile computing, data capture and standalone software.
The Service Continuity Fee will be calculated as 10% of the quoted net annual renewal value capped at $50,000 USD.
Customers will be granted a 30-day grace period to allow time for purchase order processing.
All Support Service Renewal orders submitted later than the expiration date and the applicable grace period must include a second line item for the Service Continuity Fee, using the part number “REINST-FEE” and the applicable calculated SCF price.
EXPIRATION OF SUPPORT SERVICES
If Zebra has not received a purchase order (PO) for a service contract by the expiration date,
all support services will be suspended until the renewal PO is received. Note: A one-year
renewal expires 12 months from the date that the original contract expired, irrespective of
when the purchase order for the renewal was received. Similarly, a two-year renewal expires
24 months from the date that the original contract expired.
EXPIRATION OF RENEWAL QUOTE
When a contract expires, there will be a 90-day period during which contracts can be
renewed at the quoted renewal price. If a renewal has not occurred within 90 days of contract
expiration, contract renewal terms and pricing will need to be renegotiated.
2.5 PRICE CONCESSION PROCESS
Effective 1 May 2017, there will be a single Price Concession process for all Zebra products
and services. This new process will allow you to include all Zebra hardware and services
items on the same quote, in the same format. The current price concession process will stop
to prepare for the migration of open/active price concessions to the Zebra system during the
operational downtime starting at 5 PM CDT 20 April through start of business on 1 May 2017.
No price concession activity will take place during this time.
Price Concessions created prior to 1 May 2017
Open orders will be automatically linked to new price concession numbers, and as part of the
migration, Legacy Enterprise Price Concessions created prior to 1 May 2017 will be given a
new number. This new number must be used when placing orders. All approved Price
Concessions given prior to 1 May will be honored.
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 14 of 24
A cross reference file will be provided which will contain both the old and new Price
Concession numbers. By using the new Price Concession number, it will ensure there are no
delays in processing your rebates and ensuring your discount is applied when ordering.
Action Required
Update your systems with the new price concession numbers by May 1 to minimize the
potential impact on your business.
Using the new price concession number will ensure there are no delays in processing your
rebates and will help ensure your discount is applied when ordering. We recognize the effort
to update your systems is significant; therefore, Zebra will support old EVM price concession
numbers through May 8.
Zebra will issue a single credit memo for combined AIT and EVM transactions as applicable.
ACTION
REQUIRED
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 15 of 24
CONSOLIDATION OF ZEBRA
DISTRIBUTION OPERATIONS IN
HEERENVEEN, NETHERLANDS MAY
REQUIRE YOU TO TAKE ACTIONS ON
OPEN PURCHASE ORDERS AND
PRODUCT PICK UP.
SECTION 3 LOGISTICS AND
INCOTERMS
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 16 of 24
3.1 DISTRIBUTION CENTRE OPERATIONS
As announced in December, Zebra is moving to a regional supply chain model and
consolidating European distribution centre operations into a single location in Heerenveen,
Netherlands effective 1 May 2017. Our distribution operations at Cologne and Frankfurt,
Germany will transition to Heerenveen, although Preston will continue to support Custom and
ZipShip supplies.
This regional model will allow for faster processing, improve stability to committed ship dates
and reduce shipping lanes within the region. Shipping from one location will also allow us to
provide you with a single invoice for all products shipped on the same date from the same
purchase order.
OPEN ORDERS FOR PRODUCTS
Orders not fulfilled by 20 April 2017 will be fulfilled by the Heerenveen Distribution Centre.
Also, refer to section 2.3 for additional details on open orders.
OPEN ORDERS: SERVICE PARTS
Mobile computing spare parts orders with a scheduled ship date on or after 1 May 2017 will
ship from our distribution centre in Heerenveen, Netherlands. Orders shipped before 1 May
2017 will continue to be sourced from the Brno, Czech Republic facility.
3.1.2 CHANGES TO PICK UP LOCATIONS
From 1 May, 2017 all products coming into EMEA will be held at the Zebra Heerenveen
Distribution Centre. Due to this,
• all customers outside of EEA & Switzerland will need to arrange pick up from Heerenveen.
• all customers within EEA & Switzerland will have products delivered to the “ship to” address.
3.2 INCOTERM CHANGES
As announced in December, Zebra will initiate standard Incoterms of FCA (Free Carrier) for
all products across the entire customer base. See Section 6 for details.
All shipments within EEA and Switzerland will be FCA Zebra facility with Zebra managed freight.
Freight costs will be listed as a separate item on invoices. Zebra will take responsibility of freight management for delivery to your facility All shipments outside EEA and Switzerland will be FCA Zebra facility, customer
collect. Due to these changes, there is a realignment of list price. Any impacts to your pricing
were communicated by Zebra on 1 March 2017.
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 17 of 24
DETAILS REGARDING RETURN
MATERIAL AUTHORIZATIONS: DATES
OF FACILITY ACCEPTANCE, NEW
RETURN ADDRESS, IN TRANSIT
RETURNS, AND EFFECTS ON CREDITS
SECTION 4 RETURNS
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 18 of 24
4.1 RETURN MATERIAL AUTHORIZATIONS (RMAS) - HARDWARE
There are changes to the Return Material Authorization process due to the consolidation of
legal entities and our distribution operations into the Heerenveen facility.
Euskirchen and Frankfurt, Germany, and Brno, Czech Republic facilities will no longer issue
RMAs or accept materials return. 20 April 2017 will be the last day RMAs will be issued from
these locations.
Effective 20 April 2017, the return address for all EMEA RMAs will change to the Heerenveen
location listed below. This will also be the last day Zebra will accept returns at other facilities.
NEW RETURN ADDRESS
Zebra Technologies
Mercurius 12
8448 GX Heerenveen
The Netherlands
Tel +31 513 612 200
Returns received at other facilities after 20 April 2017 will be forwarded to the Heerenveen
facility. In transit returns received after this date will be matched to the original return; new
return numbers will be issued and communicated by a Zebra Representative.
Since the goods on your open RMA may have been purchased and invoiced from a different
Zebra legal entity, there may be a need to update and identify this in your ERP system. Any
credits applied after 1 May 2017 will be issued to your one Zebra account number from Zebra
Technologies Europe Limited. See Section 1.4 for Tax registration implications.
If you have any questions related to indirect tax on your RMA return, please contact the
Zebra representative found on your invoices and/or credit notes.
This section does not apply to Repair Return Orders or Authorizations, which are covered in
Section 2.3.
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 19 of 24
UPDATED DIRECT SHIP AND FREIGHT
TERMS POLICIES - OPTIONS ZEBRA
NOW OFFERS, MAY BE DISCONTINUED.
SECTION 5 GLOBAL POLICIES
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 20 of 24
5.1 GLOBAL POLICIES
GLOBAL DIRECT SHIP POLICY
As of 3 May 2016, Zebra no longer supports international direct shipments. Although this has
historically been a value-added service provided by Zebra in some select regions and through
some select business units, due to the exposure of high level of risk to all parties involved,
Zebra has decided to no longer offer this service.
To learn more about the details of this policy, click here.
FREIGHT TERM POLICIES
Shipments within the EEA and Switzerland will default to Prepay & Add freight terms under
the Zebra Economy service level. This means that at the time of shipping, Zebra will find the
most economical shipping option for each delivery. Shipments outside of the EEA and
Switzerland will default to Collect freight terms using your preferred carrier as the ship
method.
For definitions of freight terms as well as what you can expect from the services and carriers
Zebra selects, click here.
INCOTERMS
Incoterms are internationally recognized rules created by the International Chamber of
Commerce that define the roles and responsibilities for buyers and sellers for the delivery of
goods in a sales transaction.
Contact Lexia Krown, Director, Global Trade Compliance at [email protected].
For more details on the Incoterms Zebra supports, click here.
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 21 of 24
1 MAY 2017:
LAUNCH DAY FOR THE TRANSITION OF
OUR ERP SYSTEM AND GO LIVE FOR
MANY OF THE OTHER CHANGES
DETAILED IN THE GUIDE.
IMPORTANT DATES LEADING UP TO
LAUNCH, INCLUDING A PERIOD OF
DOWNTIME FOR ORDERING,
PROCESSING AND SHIPPING.
SECTION 6 KEY DATES
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 22 of 24
DATE EVENT SECTION
1 March Receive pricing information from Zebra
17 April Public holiday for some EMEA countries
20 April
Operational downtime begins at 5 PM CDT: Zebra will not be able to accept new orders until start of business on 1 May 2017. This includes all orders ofhardware, accessories, and service contracts and renewalsby all methods (email, mail, or agent).
Use new Heerenveen Distribution Centre address for all returns 4.1
24 April Receive backlog reports for open hardware, repair, and service contract orders that were not fulfilled before the operational downtime
2.2, 2.3 2.4
27 April Operational downtime for Repair Orders begins at 5 PM CDT. Zebra will not accept new repair orders until start of business operations on 1 May 2017.
Before
1 May
Add Zebra Technologies Europe Limited as your supplier 1.1
Sign and return amendments or other relevant notifications 1.2
Update tax registrations in your system 1.3
Contact Zebra to confirm backlog purchase orders for hardware and repair orders have been reassigned or if a new PO is required
2
Update your accounts payable systems to reflect new payment and banking information
1.6
Starting
1 May
Operational downtime ends and systems are fully operational for business during regular business hours.
Execute all transactions with Zebra Technologies Europe Limited
Place new repair orders via the new Repair Order Portal 2.3
Zebra to reassign or reissue purchase orders for repair orders not fulfilled by 20 April
2.3
Use the new OneCare part numbers for service contracts 2.4.1
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 23 of 24
A LIST OF ZEBRA REPRESENTATIVES
BY FUNCTION TO WHOM YOU MAY
ADDRESS SPECIFIC QUESTIONS.
SECTION 7 CONTACT
INFORMATION
Information, including effective dates, listed in this document is subject to change. EMEA Customer Page 24 of 24
QUESTIONS
We realize the Guide contains a significant amount of information and that you may have
questions. We are here to assist you through the integration to ensure your ordering and
fulfillment needs are met. If you have questions or concerns, please contact:
ZEBRA CONTACT
Order Management [email protected]
Technical & Non-technical Customer Support Support Website
Contract Services [email protected]
As always, you may also contact your Zebra Account Manager.
Thank you for your attention to the requirements outlined in this document.
©2017 ZIH Corp. All rights reserved. Zebra and the stylized Zebra head are trademarks of ZIH Corp., registered in many jurisdictions worldwide.
All other trademarks are the property of their respective owners.
Date modified: May 1, 2017
