STIHL Express eCommerce Evolution – Buy Online Pick Up In ... · n The STIHL Express Activation Wizard has been updated to account for the two types of STIHL Express that will be

© STIHL INCORPORATED

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CONFIDENTIAL

STIHL Express eCommerce Evolution –

Buy Online Pick Up In Store

May 6, 2019

5/10 Release - Information Packet


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Table of Contents

1. BOPUS Overview & Timeline2. New Online Payment Processing3. Dealer Staff Training4. BOPUS Customer & Dealer Experience Overview5. FAQs6. Phase 2 Roadmap7. Summary

8. Appendix: STIHL Express Activation Wizard

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eCommerce Trends and STIHL

n eMarketer forecasts $5.1 Trillion in retail sales through eCommerce platforms in 2019.

n According to OrderDynamics, Bell, Howell, IHL Group, 2018 holiday online retail sales were up 18% YoY. Sales using the Buy Online, Pick Up In Store (BOPUS) option rose by 46% YoY.

n Since 2008, the STIHL Express Reservation System has assisted in $33M in sales. n $5.1M in 2018 alone

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Sources:https://www.emarketer.com/content/how-much-will-retail-sales-grow-this-yearhttps://www.fool.com/investing/2019/02/26/best-retailers-buy-online-pickup-in-store-ranking.aspxPowerChord Administration

https://www.emarketer.com/content/how-much-will-retail-sales-grow-this-year

https://www.fool.com/investing/2019/02/26/best-retailers-buy-online-pickup-in-store-ranking.aspx


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BOPUS Phase 1 – Program Overview

n Beginning May 10, 2019, STIHL Dealers will have the option to allow their PowerChord Dealer website to accept and process online payments for STIHL products via STIHL Express checkout. This “Buy Online Pick Up In Store” (BOPUS) option still requires customers to pick up the equipment in store.

n The BOPUS feature releasing on May 10th is part of a multi-phased release plan. There are planned subsequent phases designed to improve the end customer AND dealer experiences, including the discontinuation of the reservation option in April 2020.

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BOPUS Phase 1 – Program Overview

n The updated STIHL Internet and Minimum Advertised Pricing policies (effective 4/1/19) are reflected in this update to STIHL Dealer sites.

n STIHL policy does not allow STIHL Dealers to ship STIHL products directly to customers.

n This packet is intended to help answer many questions about the new features and explain how dealers will be able to activate this feature on or after 5/10/19.

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BOPUS Phase 2 –Already Under Consideration

Product Filters/Sorting Social Login Apple Pay / Google Pay

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STIHL Express Activation Wizard

n A key training and activation point for STIHL Dealers with this

program will be the STIHL Express Activation Wizard, which is

housed in the STIHL Dealer PowerChord website administration

area.

n Dealers can access the PowerChord website administration

area through the STIHL Dealer SSO Portal.

n https://dealers.stihlusa.com/account/logon

n The updated Wizard steps are provided at the end of this

document.

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https://dealers.stihlusa.com/account/logon


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PAYMENT PROCESSING

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STIHL Express – BOPUSPayment Processing

n Stripe is the online credit card merchant used to process online payments for BOPUS orders with STIHL Express.

n Each participating BOPUS dealer is required to have an individual Stripe account connected to his/her bank account (for credits/debits). n Stripe offers a full support area of FAQs. https://support.stripe.com/n This document includes general information on dealers need to

know to get started. Everything is included in the Activation Wizard.

n Additional businesses on Stripe’s payment platform

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https://support.stripe.com/


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Stripe Features and Benefits

n A PCI-compliant checkout flow optimized for conversion

n The Stripe PowerChord plugin utilizes a feature to provide dealers with a payment card industry compliant (PCI-compliant) checkout experience that works across browsers and devices of all types. Stripe transmits all sensitive data directly without passing through the PowerChord servers, so they remain Payment Card Industry Data Security Standard (PCI-DSS) compliant.

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Stripe Features and Benefits

n Easy monitoring and reporting

n Dealers can use their Stripe Dashboard to manage all their Stripe data and account balances. Stripe’s interface is fast and provides one central place for dealers to track their online transactions.

n Dealers can also use Stripe’s built-in reporting features and off-the-shelf financial reports such as:n Monthly Report: Provides a useful overview of account’s activity.n Payout Report: Gives payout details which show all the

charges/refunds/adjustments that are linked to a specific payout.n Transaction-Level Balance Breakdown: A line-by-line activity outline

that shows Stripe balance.

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https://stripe.com/docs/reporting


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Signing Up for Stripe

n How do dealers sign up for Stripe?

n Dealers will log into their STIHL PowerChord website administration area, and complete the STIHL Express Activation Wizard. In that Wizard process, dealers will be asked to create a Stripe account, and will have a direct link to Stripe for signup.

n Once the dealer activates a payment method from their Stripe Dashboard, the dealer will update their checkout settings in the STIHL Express Activation Wizard.

n All steps are outlined in the STIHL Express Activation Wizard.

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Signing Up for Stripe – Cont’d…

n What information will dealers need in order to sign up? n Banking information – routing number and account number the

dealer wishes to use for Stripe payments. n eCommerce Contact for Business – name(s), email address(es)

for those in the dealership responsible for eCommerce (or banking) activities.

n How long does it take a dealer to sign up for Stripe?n Provided that the dealer has the information above handy, signing

up for Stripe is about a 15-30 min. process. n REMEMBER: Dealers can save their STIHL Express Activation

Wizard progress and return to that step when they have Stripe set.

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Fees Associated with Stripe

n What is the transaction fee for Stripe.com?n 2.9% + 30¢ per successful card charge n These transaction rates are standard and in line with leading industry

online payment providers:n https://pay.amazon.com/us/merchantn https://www.authorize.net/sign-up/pricing/n https://www.paypal.com/us/webapps/mpp/merchant-feesn https://online.worldpay.com/pricing

n No setup fees, monthly fees or hidden feesn Fast, predictable payouts to dealers’ bank accountsn Offers credit and debit cardsn Integrated per-transaction pricing means no setup fees or monthly

fees. The price is the same for all cards. n More Info: https://support.stripe.com/questions/pricing-of-

payment-methods-in-us

n Please note: The policies and pricing above are shown on the Stripe.com website as of 4/29/19. STIHL is not responsible for any changes in Stripe policies.

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https://pay.amazon.com/us/merchant

https://www.authorize.net/sign-up/pricing/

https://www.paypal.com/us/webapps/mpp/merchant-fees

https://online.worldpay.com/pricing

https://support.stripe.com/questions/pricing-of-payment-methods-in-us


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Credit Cards Accepted by Stripe

n Stripe accounts allow a dealer to accept the following credit cards for integration on their STIHL Dealer Website.

n Visa

n Mastercardn American Express

n Discover

n Diners Club

n Note: Stripe validates card types in real-time by displaying the correct logo as the consumer enters their credit card number on the website.

n Card Validation Examples:

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Issuing Refunds in Stripe

n Refunds are issued via the Stripe Dashboard and are processed immediately. Once issued, a refund cannot be canceled.

n There are no additional fees to the dealer for making a refund. Stripe will only keep the original transaction fee.

n For dispute or refund-related info, click the link below to Stripe.

n More Info: https://stripe.com/docs/refunds16

https://dashboard.stripe.com/dashboard

https://stripe.com/docs/refunds


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Disputes in Stripe

n When a cardholder disputes a processed payment to a dealer, the dealer is charged a $15.00 dispute fee by the card network. This amount is withdrawn from the dealer’s account balance along with the disputed amount.

n If the dealer submits evidence against the dispute and it is found in their favor, Stripe reimburses the dealer for the dispute fee. The card network does not actually refund the dispute fee, but Stripe feels their users should not be financially impacted by an invalid dispute.

n More Info: https://stripe.com/docs/disputes#fees

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https://stripe.com/docs/disputes


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Payouts in Stripe

n For dealers to receive funds for payments they’ve processed, Stripe makes deposits (payouts) from the dealer’s available account balance into the dealer’s bank account. This account balance is comprised of different types of transactions (e.g., payments, refunds, etc.).

n When dealers start processing live payments from customers with Stripe, dealers will not receive their first payout until 7–10 days after their first successful payment is received. The first payout usually takes a little longer in order to establish the Stripe account. Subsequent payouts are then processed according to the dealer’s account payout schedule.

n Dealers can view a list of all of their payouts and the date that they are expected to be received in their bank account in the Dashboard.

n More Info: https://stripe.com/docs/payouts

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https://stripe.com/docs/payouts

https://dashboard.stripe.com/payouts

https://stripe.com/docs/payouts


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Stripe Account Dashboard

n STIHL Dealers will be signing up for a “Standard” Stripe

account.

n A standard Stripe account is a conventional account

controlled directly by the account holder (i.e., STIHL

Dealer). A user with a standard account has a relationship

with Stripe, is able to log in to the Dashboard, can process

charges on their own, and can disconnect their account

from the platform.

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https://dashboard.stripe.com/


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Stripe Dashboard Example

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DEALER STAFF TRAINING

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Training Dealer Staff

n Training dealer staff is essential to any new successful program rollout.

n The updated STIHL Express Activation Wizard will be available to dealers in their PowerChord site admin on 5/10/19.n A copy of the Wizard is located at the end of this document.

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BOPUS EXPERIENCECustomer and Dealer

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BOPUS Transaction User Flow

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Step 1 Customer

Information

Step 2 Payment

Information

Step 3Review/ Confirm &

Submit Order

Step 4 Thank you

Stripe –Verification

Customer Thank you

Email

Dealer Confirmation

Email

Customer Ready for

Pickup Email

Product Registration Entered by

dealerCustomer Enters

Appropriate Email Series

-Homeowner-Pro

Customer Picks Up

Product(s)

Stripe –Payment

Processed

Product RegistrationConfirmation

Dealer Review

Appropriate Ongoing Emails.

Rate your Products

Cross Sell and/or Maintenance

Email

Customer Enters STIHL Express

Online Checkout

Dealer Closes Order in

PowerChordAdmin


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Dealer Setup

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STIHL Express Activation WizardSummary of Updates

n The STIHL Express Activation Wizard has been updated to account for the two types of STIHL Express that will be available after 5/10/19 – Buy Online or Reserve Online.

n Dealers are able to select ONE of these options during the Wizard, which will populate the appropriate steps and information for the chosen type of STIHL Express activation.

n The Wizard includes reference images to help provide detailed instructions on how to set up everything properly.

n Dealers have the option to save their Wizard progress and return at a later time to finish the STIHL Express activation.

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Select STIHL Express Activation Wizard

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Select STIHL Express Option - Process Payment Online

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Introduction to Buy Online, Pick Up In Store

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STIHL Internet Policies

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STIHL Minimum Advertised Price Policy

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Special Offers Participation

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Processing Credit Cards

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Connecting with Stripe for Online Payments

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Setting Global Tax Rate % for Products

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Activating STIHL Express

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Edit Product Pricing and Display Status

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Dealers can edit pricing and display status

for each product and

attribute (model

variation) when BOPUS is activated.


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View Report of STIHL Express Orders

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Export Orders for Sales Tax

Report


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Process and Manage STIHL Express Orders

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Buy Online Link, links directly to

Stripe Account

transaction.


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Link to Transaction within Stripe

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Stripe Dashboard

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Customer Journey

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Find a Dealer –STIHLusa.com Or STIHLdealers.com

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Dealer Homepage

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Example where dealer sets price at DSRP and

below DSRP (See Price in

Cart)


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Add To Cart

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Shopping Cart

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Checkout

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Customer Information

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Payment Information

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Review and Confirm

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Checkout Completed

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Order Notification – To Dealer

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Products FPO


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Order Notification – To Customer

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Products FPO

Dealer can customize

text in email to customer

via Activation Wizard.


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Ready for Pickup Notification – To Customer

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Products FPO


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FAQs

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Frequently Asked Questions

n How do dealers sign up for BOPUS? n Complete the STIHL Express Activation Wizard in the PowerChord

Administration area.

n Can Dealers still offer customers the “Reservation” option if they sign up for BOPUS? n No. A dealer can either offer BOPUS or Reservations, not both.

n What should a dealer do when a customer arrives in their showroom to pick up their order?n Best practice would suggest that the dealer verify that the

customer’s ID matches the name on the order. Normal “product delivery” procedures (outlined in the eDSM) would also apply to BOPUS sales.

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n What happens if an online purchase cannot be filled through current inventory in the dealership?n Dealer should notify the customer immediately and offer the

options of a refund, or waiting until the item is back in stock.n What happens if a customer ordered the incorrect product

online?n The dealer is able to cancel the order from their PC Admin and

refund the amount from their Stripe account. – See Stripe documentation for details.

n There is a direct link to the Stripe transaction from the PC Admin.n What if the customer sends someone else to pick up the

order on their behalf?n ID that matches the name on the order is recommended at pickup.

This is up to dealers to determine/adopt a policy for this. Many retailers require the same individual who purchased to pick up the order in-store.

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n How will an online sale be communicated to dealers?n An automated email will be sent to all dealer users listed in the

PowerChord system. n An automated phone call will be placed to the dealer’s store phone

number, as listed in eService (edit in CRM or Dealer SSO). n An optional text message will be sent if a mobile number is

provided during the Activation Wizard. (This notification system will be expanded in Phase 2.)

n What if the customer wants to return their order? Where do dealers process the return? n Returns are processed from the dashboard within the dealer’s

Stripe account. The customer sees the refund as a credit approximately 5-10 business days later, depending upon the bank.

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n Who should dealers contact with questions regarding online orders on their STIHL Dealer Website? n For technical support regarding the STIHL PowerChord website,

dealers will contact PowerChord Customer Support: [email protected].

n For questions regarding specific payments, transactions and Stripe account details, dealers will contact Stripe Support directly.

n Neither STIHL, B/Ds or Agencies can access the dealer’s Stripe account or customer payment information.

n Direct contact information for Stripe provided in Activation Wizard.

n Who should dealers contact with questions regarding processing payments via Stripe.com on their STIHL Website?n For questions regarding specific payments, transactions and Stripe

account details, dealers will contact Stripe Support directly. n Neither STIHL, B/Ds or Agencies can access the dealer’s Stripe

account or customer payment information.n Direct contact information for Stripe provided in Activation Wizard

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mailto:[email protected]


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n Who do consumers contact with questions regarding orders?n End customers will contact the dealer for questions on their orders.

Dealers can assist accordingly, and may need to inquire with PowerChord or Stripe for answers.

n Are STIHL OUTFITTERS™ merchandise orders through the STIHL Dealer Website affected by this new offering? n No. STIHL OUTFITTERS™ orders will remain a separate order

transaction and will be processed AND shipped by Norscot.

n If a dealer signs up for BOPUS and doesn’t want to continue accepting payments on their STIHL site, can they switch back to the Reservation option, where the customer pays in store? n Yes – but please note that the reservation system will be deactivated

in April of 2020, and the only option will become BOPUS at that time.

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n Do BER STIHL websites also have the BOPUS Option?

n Yes. All PowerChord websites have STIHL Express as an option.

Dealers can choose how to accept payment (online or in-store).

n Can a dealer ship products sold through their STIHL

Website?

n No. Per the STIHL Internet Policy, STIHL does not permit

delivery of its products via mail or shipment. Delivery of any

STIHL product to a customer must be made in person by a

trained retailer employee.

n Can a dealer change prices on their STIHL Dealer

Website with the new Pricing Policy?

n Yes. If activating BOPUS, a dealer is able to set pricing for online

purchases. (See Internet Policy, page 3, Internet Sales section &

Appendix 2: Minimum Advertised Price, page 1, section 5.)

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n What happens when a dealer adjusts a price up or down?

n Dealers who ACTIVATE STIHL Express (Buy Online Pickup In Store) may also adjust individual pricing and sales tax rates for individual products.

n If dealers DO NOT change any product attribute, end-customers will see the Distributor Suggested Retail Price (DSRP).

n If dealers LOWER the price of any product attribute below the DSRP, end-customers will see “View Price in Cart” for that product attribute on your website.

n If dealers RAISE the price of any product attribute above the DSRP, end-customers will see the dealer price entered for that product attribute on the dealer website.

PLEASE NOTE: If dealers edit product pricing or tax rates, end-customers will ONLY see those changes AFTER the dealer has activated STIHL Express (Buy Online Pickup In Store). It is recommended to make these changes BEFORE activating STIHL Express (Buy Online Pickup In Store).

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n Is it mandatory for every STIHL Express dealer to now sign up for BOPUS? n No. At this time BOPUS is optional.

n How long will STIHL Express reservations stay an option?n STIHL Express Reservations will remain in place until April 2020.

n What kind of advertising will support this effort? And when?n STIHL Express messaging is already integrated into advertising

and will continue to be promoted over time. n The call-to-action (CTA) for “Reserve Online for In-store Pickup” is

being updated to “Order Online. Pick Up In Store.”

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PHASE 2 ROADMAP

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BOPUS Phase 2 Roadmap

n Beginning 5/11/19, planning will begin for Phase 2 enhancements for BOPUS.

n In addition to learnings from Phase 1, the Phase 2 Roadmap includes:n Expanded text messaging capabilities for customer and dealer

order notifications.n Checkout improvements for other forms of payment such as

Apple Pay, Google Pay and the addition of social logins.n Product filters for STIHLusa.com and dealer websites for improved

consumer shopping experiences.n Planned sunset of STIHL Express reservations option by April

2020. We will communicate the sunset plan again starting in February 2020.

n Phase 2 Release – Planned for January 202065


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SUMMARY

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In Summary

n The STIHL way is evolving to meet the needs of today's digital consumer.

n A new “Buy Online” eCommerce solution in STIHL Express allows dealers another way to increase sales through the completion of online transactions on STIHL Dealer PowerChord sites.

n This is just the beginning of a new business dimension, and we are looking forward to learning from the initial Phase 1 release.

n We will continue to monitor and improve the path to purchase online with planned Phase 2 updates.

n Thank you for your continued support.

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THANK YOU!

If you have specific questions on how to activate this feature for your STIHL Dealer website,

please contact your STIHL Territory Manager.

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ACTIVATION WIZARD

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1

STIHL Express Activation Wizard Introduction Welcome to the STIHL Express Activation Wizard.

In this tutorial, you will be educated and set up on the processes and various aspects of managing the STIHL Express online transactions feature that is part of your PowerChord website.

Any time you see text highlighted in blue font during this Wizard, you can click the text to view an example (or document) of the screen relating to the text. When clicked, the image or document will open in a separate browser window. For example, click here to see an image of STEP 1 of the Activation Wizard.

You must complete this Activation Wizard in order to activate STIHL Express online transactions on your PowerChord website.

This Wizard is automatically saved at the completion of each step. This enables you to return at a later time if necessary, to complete the Wizard. After completion, you may want to have other dealership personnel complete the Wizard, as it can be reviewed as many times as you like.

You will also be able to print a version of the entire Activation Wizard upon completion to keep in a handy place for easy reference.

STIHL Internet Policy

Please be advised of the STIHL Internet Policy and Guidelines, which are included in this wizard.

About STIHL Express

STIHL Express is an online ordering system for your PowerChord website. There are two (2) distinct types of transactions that STIHL Express supports.

1. Buy Online, Pick Up In Store – customers can BUY products online for in-store pickup. Their credit card will be charged during the online transaction. To activate this version of STIHL Express, you, the dealer, MUST create an account with Stripe.com (steps are outlined in this Wizard), in order to accept credit card payments on your PowerChord website.

2. Reserve Online, Pick Up In Store – customers can RESERVE products online, but they MUST pay for the item(s) at the time of pickup. Payment is NOT processed during the online checkout. PLEASE NOTE: The Reserve Online, Pick Up in Store option for STIHL Express will be discontinued in April 2020. If you select this option, you will be asked to change to Buy Online, Pick Up In Store before April 2020.

Please select your preferred STIHL Express transaction type. If you already have STIHL Express activated and would like to change how you process payments, please make the selection below and complete the subsequent Wizard.

Process Payment Online Process Payment In Store (If dealer is already ROPUS, this would be checked. For the purposes of this review, the following steps are for BOPUS as the ROPUS wizard is not changing significantly.)

__ I have read and understand the processes and policies outlined in this section. SAVE AND CONTINUE

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BOPUS Wizard Steps/Copy STEP 1

Introduction to Buy Online, Pick Up In Store

You have selected the following option to accept payment for online orders on your PowerChord website.

Buy Online, Pick Up In Store – customers can BUY products online for in-store pickup. Their credit card will be charged during the online transaction. To activate this version of STIHL Express, you, the dealer, MUST create an account with Stripe.com (steps are outlined in this Wizard), in order to accept credit card payments on your PowerChord website.

NOTE: If this is your first time activating STIHL Express, please be aware that ALL buttons next to each STIHL product (not including apparel/gifts) on your PowerChord website display the following message to customers: “Contact Us for Availability.” Upon completion of this Wizard, the display message next to selected products will change to “Add to Cart.”

If you have activated STIHL Express previously only accepting payments in store, these buttons will remain as “Add to Cart.”

You MUST complete this entire Activation Wizard before customers can buy online and pick up in your store. Let’s get started! __ I have read and understand the processes and policies outlined in this section.

PREVIOUS SAVE AND CONTINUE

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STEP 2 Store Hours During the online customer checkout and on the automated customer email invoice, your store information and hours will display to the customer. Completing this step will update your store hours on your website as well as the STIHL Dealer Locators. Please enter or review the store hours that are currently in this system. If your hours change at a later date, be sure to change them here.

__ I have read and understand the processes and policies outlined in this section.


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STEP 3 Customer Places Order Online for In-Store Pickup After you have completed this Activation Wizard and a customer visits your PowerChord website, they will have the opportunity to place an order on your website for pickup at your store.

When a customer places an online order, the following happens:

1. Customers choose to complete the checkout as a “Returning Customer” or as a “Guest.” 2. Customer enters Contact Information (name, phone, email address) 3. Customer enters Payment Information (credit card and billing address) using the credit card of

their choice. 4. Customer completes the Review and Confirm steps and accepts the terms of the checkout. 5. Customer submits the order by clicking “Complete Order.”



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STEP 4

Notifications for In-Store Pickup Orders

System notification emails will come to the address shown below from [email protected]. We recommend you add this address to your approved contacts so that these important emails don't mistakenly go to your junk/spam folder.

Upon customer completing the order, the STIHL Express system generates the following notifications:

1. The Dealer is automatically notified via email.

The current email in the PowerChord system is: [insert Dealer email address] *Please contact your STIHL Distributor or Branch if you would like to change this email address.

2. The Dealer is automatically notified via an automated phone call to the store.

The current store phone # in the PowerChord system is: [Insert Dealer Phone Number] *Please contact your STIHL Distributor or Branch to change this store phone #.

3. Enter a mobile phone # to receive a text message notification of a STIHL Express order. Message and data rates may apply. The Dealer can also opt in to receive a text message notification. If you wish to also receive a text message notification, please enter a mobile phone:



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STEP 5

Processing an In-Store Pickup Order

Please designate a certain time each day to login to your Dealer Administration area and click on the “Open Product Orders” button on the right side of the administration area homepage to check to see if you have any open orders.

You will also receive a notification by email that a STIHL Express order is in your secured PowerChord Dealer Administration area. You will then need to log in by going to admin.powerchordsystem.com and do the following:

1. Click on the Open Product Orders button on the right side of the Administration area homepage.

2. Review the order details by clicking the View link.

3. Determine your availability of the product – this may require ordering product(s) from your STIHL Branch/Distributor.

4. If the product ordered is not available and needs to be ordered from your STIHL Branch/Distributor, contact the customer (via phone) to update them on the order status. The customer phone number and email is included on the Order Details link.

5. Tell the customer that they should allow time to receive a demo to ensure safe and proper use of STIHL products at time of pickup.

NOTE: Product demo and assembly apply to most STIHL products. In some circumstances, product demo and assembly are not required. Refer to your branch/distributor policies and procedures.

6. Once the product(s) has been assembled and ready for pickup, log in to your Administration area and click the link Ready for Pickup next to the order. The customer will receive an email stating that their product(s) is ready.

7. Once the product(s) has been picked up – you can then mark this order complete by clicking the Close link next to order. This notifies your STIHL Branch/Distributor that the order has been processed.

SUMMARY: How to Process an In-Store Pickup Order: • Upon notification, log in and click on the Open Product Orders button.

• Contact customer to verify and qualify the order.

• Click Ready for Pickup when order is ready.

• Close the order by clicking Close.



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STEP 6

STIHL Internet Policies

Before continuing the Activation Wizard, please read the following:

STIHL INCORPORATED Dealer/Retailer and Distributor Internet and E-commerce Policy and Guidelines – 2019

Effective: April 1, 2000 Revision Effective Date: April 1, 2019

Use of STIHL Trademarks on the Internet

1 Permitted Uses. Use of STIHL trademarks on the Internet, like all uses of STIHL trademarks by authorized dealers, retailers or distributors, must be only in connection with the promotion of STIHL products. Any use of a STIHL trademark in connection with other goods or services constitutes trademark infringement and will be treated as such.

2 Domain Names, Social Media and Email address. Under no circumstances shall a STIHL dealer or

retailer (collectively referred to herein as “Retailer”) use the mark "STIHL" in a domain name, social media or email address. Usage of the mark STIHL or any other STIHL trademark in a domain name, social media or email address may be confusing or deceptive to consumers and as such violates STIHL Inc. policy, as well as federal and state trademark laws. Any such usage shall be regarded by STIHL Inc. as trademark infringement. STIHL Inc. will take action, including legal action as it deems appropriate, to prevent consumer confusion and to protect STIHL trademarks.

3 Acknowledgement of Trademark Ownership. Use of any STIHL trademarks on a Retailer or

distributor's website or social media site should be accompanied by a notice indicating that the STIHL logo and any other STIHL trademarks in use on the site are registered trademarks of Andreas STIHL AG & Co. KG, Waiblingen. See Website Content (Item 5) below, for additional information about required notices.

Website Content

1 No Misleading References to Corporate Affiliation. Nothing on a Retailer or distributor's website should imply that the site is a STIHL corporate site or is a site sponsored by STIHL except for Retailer websites provided through the STIHL PowerChord™ program or otherwise as may be offered by STIHL Inc. from time-to-time. Similarly, nothing on a Retailer’s website should suggest or otherwise convey that it is the only STIHL Retailer site or that the Retailer has any kind of "preferred" or elevated status as compared to other STIHL Retailers, except as STIHL Inc. or the STIHL branch/distributor may specifically authorize (e.g., "SRR," "Elite" or STIHL Service Advantage Gold or Platinum Certified).

2 Links. STIHL Retailers and distributors may include links on their websites to STIHL Inc.’s website,

https://www.stihlusa.com. STIHL Inc. policy does not permit the placement of links from www.stihlusa.com to Retailer’s sites. The only authorized link from www.stihlusa.com and/or the STIHL Dealer Locator is to a STIHL PowerChord™ website.

3 Advertising/Promotional Materials. In consideration for the advertising support STIHL Retailers provide to STIHL Inc. by the promotion of STIHL products on such Retailer’s websites, STIHL Inc. hereby grants to each such authorized Retailer a license to reproduce graphic material and textual material in the nature of product photographs, descriptions, and specifications, from STIHL Inc.’s website (www.stihlusa.com), the STIHL Marketing Library (www.stihlmarketing.com), or from data feeds provided by STIHL Inc. for use on such Retailer’s website for the purpose of promoting and/or selling STIHL products/services only. This license specifically excludes use on

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any third-party websites, including but not limited to internet auction or sales websites. The license granted herein relates to photographic, video, and textual material only. Nothing in this policy shall be construed as granting a license in any proprietary software or search mechanisms, including, without limitation, the "Dealer Locator" and other programs located on STIHL Inc.'s website. This license shall extinguish immediately upon termination of the supply relationship between the Retailer and the distributor or branch.

4. Marketing Materials. STIHL Inc. has developed a file transfer protocol (FTP) to provide Retailers with an easily downloadable "library" of product materials (www.stihlmarketing.com) for use by Retailers on their websites. All materials made available to Retailers through such enhancements are subject to the terms and conditions set forth in this Internet Policy, as it may be amended from time to time at STIHL Inc.'s sole discretion. STIHL Inc. shall not be responsible for any Retailer’s use of marketing materials and/or social media posts made available on the STIHL Inc. Marketing Library that is not in accordance with STIHL Inc. policies and procedures, including, but not limited to, any changes of approved material, failure to provide disclaimers, and responses to social media postings.

5. Acknowledgement of Intellectual Property Ownership. Any use of STIHL's intellectual property on a

Retailers’ website (for example, copyright-protected photography, textual material licensed in accordance with this policy, or trademarks used in connection with such material) should be accompanied by a notice acknowledging STIHL's ownership of such property and indicating that its use on the Retailer site is by permission. STIHL Inc. strongly encourages Retailers to include a "legal notices" or "terms and conditions" page on their websites, to provide visitors with appropriate legal information about use of the site, but in any case, notices with respect to STIHL's intellectual property must be included on the site. With respect to the copyright-protected material licensed from STIHL Inc., the Retailer’s website should acknowledge STIHL's ownership of the licensed materials and specifically grant the website visitor the right to view and download a single copy of the material for their personal, non-commercial use. Any questions regarding the proper use of STIHL intellectual property should be directed to the Legal Department, STIHL Inc.

Social Media:

1 Definition: “Social Media” is a broad term for the wide spectrum of web based and user-driven content technologies used to engage the public in discussions, market products, and collaborate internally and externally. Examples include but are not limited to blogs, wikis, Facebook, Twitter, Instagram, Flickr, LinkedIn and YouTube.

2 Official STIHL spokespersons. Only individuals specifically authorized by STIHL Inc. may use social

media tools in an official capacity and speak on behalf of STIHL Inc.

3 Representation of STIHL via Social Media. Retailers may only disclose publicly available information. No comment or disclosure of confidential STIHL information (such as financial, marketing, sales, technical or engineering information; business performance, business plans, management issues) may be made. All information, materials or imagery disclosed must conform to policies and guidelines for public disclosure. In general, information contained on the STIHL Inc. website and social platforms represents information that is in the public domain.

4 Social Media postings. Retailers should ensure they do not post material that advocates violence,

or is obscene, defamatory, threatening, harassing, discriminatory or hateful to another person or entity. Retailers should also ensure they do not imply in any way that they are authorized to speak on STIHL Inc.’s or its distributors’ or branches’ behalf and ensure that it is known their comments are their own personal opinion. Any information about STIHL products and services that they provide must be informed, factually accurate, and public information. It is strongly recommended that Retailers repurpose materials used on the official STIHL Inc. social platforms, or the social media section of www.stihlmarketing.com, adding Retailer specific information as appropriate.

5 Use of STIHL copyrighted material. Any use of STIHL logos, imagery, product descriptions,

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trademarks and other information must be factually accurate and comply with relevant STIHL Inc. policies, particularly those relating to confidentiality and disclosure, as well as STIHL Inc. marketing

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guidelines for use of such information and material.

6 Endorsements: Retailers should ensure that any endorsement made, either directly or by implication, of any product, service, policy, activity, individual or entity is clearly identified as being a personal one and cannot be interpreted as representing an official position of STIHL Inc. or its distributors and branches. If endorsing or recommending STIHL products, Retailers must disclose that they are a STIHL Retailer.

7 Social Sharing Widgets: Third-party social sharing widgets like ‘Share This’ or ‘Add This’ should

not be incorporated into any marketing materials or internet properties as the sharing of personal information with a third party or non-affiliated company of STIHL Inc. goes against current STIHL Inc. privacy policy. Only social sharing widgets provided by STIHL Inc. should be used. The approved widgets may be downloaded from the STIHL Marketing Library (www.stihlmarketing.com).

Internet Sales

1. STIHL encourages Retailers to include informational materials about STIHL products on their websites.

2. STIHL Retailers can offer a “buy online, pick up in-store” option on their websites (and on their PowerChord™ sites in the future). Retailer e-commerce websites must adhere to the updated e- commerce guidelines in Appendix 1.

3. In accordance with the STIHL no-mail order policy, STIHL Inc. does not permit delivery of its products via mail or shipment. Delivery of any STIHL product to a customer must be made in person by a trained Retailer employee.

4. Certain STIHL-branded merchandise (e.g., hats, t-shirts, and other collateral) may be available for purchase by customers through STIHL PowerChord™ websites and shipped directly through an authorized third party. STIHL Express allows for payment processing and shipment/delivery of STIHL OUTFITTERS™ Apparel & Gifts through approved third-party licensee(s).

5. Retailers must review and understand all of STIHL's policies that are relevant to sales over the Internet, including the Minimum Advertised Price Policy, which is attached as Appendix 2.

Miscellaneous

No Reliance. STIHL reserves the right to change this policy at any time, at its sole discretion, and without notice. Any investment made by a Retailer in website development and Internet marketing in reliance on this Internet Policy is made at the Retailer’s own risk.

Appendix 1: Guidelines for Selling over the Internet

1. Principles of online sales, product range

1.1 Authorized STIHL dealers and retailers (collectively, “Retailers”) will be permitted to offer their

customers the option to “buy online, pick up in store,” provided Retailer’s e- commerce website (the “Online Shop”) and transaction experience meet the criteria set forth in this policy.

1.2 Retailer’s Online Shop must offer a commercially reasonable offering of the Retailer’s

respective STIHL product line defined by STIHL Inc. or the Retailer’s branch/distributor.

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1.3 All STIHL products sold online must be picked up in store or personally delivered to the

customer by Retailer personnel (with the exception of STIHL OUTFITTERSTM merchandise). In accordance with the STIHL no mail-order policy, STIHL Inc. does not permit delivery of its products via mail or other shipment.

2. Approval of Retailer’s Online Shop

2.1 Before the Retailer begins selling products in its Online Shop, it must obtain STIHL Inc.'s

approval through the Retailer’s branch or distributor. STIHL Inc. and the Retailer’s branch or distributor reserve the right to deny approval, at its/their sole discretion, if the Retailer’s Online Shop does not conform to these guidelines and the STIHL Inc. Internet Policy.

2.2 Such approval shall not constitute a guarantee by STIHL Inc. or the branch or distributor regarding the Retailer’s success in selling products over the Internet.

2.3 The Retailer has the ongoing obligation to comply with these guidelines following initial

approval. These guidelines are subject to change, and it is the Retailer’s obligation to confirm continued compliance. STIHL Inc. or the Retailer’s branch or distributor may, at any time, and at its/their sole discretion, revoke any and all permissions and licenses granted under this policy, including approval of the Retailer’s Online Shop.

3. Restrictions on selling

3.1 With respect to each approved Online Shop: (a) Retailer will not sell anonymously and must clearly indicate Retailer’s full name, address, telephone and email contacts; (b) such site will not give the impression that it is operated by STIHL Inc.; and (c) the Retailer shall not place or offer directly or indirectly via URLs any STIHL products for auction or resale on Amazon, eBay, Craigslist or any other third party page, internet auction, sales platform or online market place. 3.2 STIHL products are not permitted to be sold for the purpose of resale. Retailers are not permitted to sell products online to any commercial or private resellers.

4. Essential content of the Online Shop

4.1 The Retailer must ensure that the following content appears on all approved Online Shops

where STIHL product is sold or offered:

• the terms and conditions for online ordering, payment and return (the Retailer’s general terms and conditions of business)

• the Retailer’s privacy statement and policies • Retailer location(s) and address(es) where the product may be picked up in-store, as well

as hours of operation • all other relevant content required by any local, state, or federal law or regulation, in

particular under the relevant laws for online sales 4.2 Retailer shall update its Online Shop on a regular basis to show only current STIHL product

offerings (including items in Retailer’s inventory), and clearly indicate on the website whether a product is out of stock or special order. Retailer accepts sole responsibility for maintaining adequate inventory of all STIHL products offered for sale.

5 Presentation, functionality and security of the Online Shop

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5.1 Retailer’s Online Shop must have the ability to filter products or product categories by the STIHL brand, as well as include STIHL products in generic product category searches.

5.2 The product range must be presented in a context specific to outdoor power equipment. 5.3 Every product presented in the Online Shop must be advertised with the respective up- to-date

technical descriptions and at least one high-quality image. The Retailer shall always adopt the current STIHL logo in its Online Shop. STIHL products advertised, promoted or offered for sale by Retailer shall be prominently displayed on each approved Online Shop and will: (a) use only the STIHL logos, product images, product names, product descriptions, technical specifications, warnings and other important information provided or approved by STIHL Inc. (Retailer is responsible for obtaining such logos, images, descriptions, and specifications from the STIHL Marketing Library or other data feeds provided by STIHL Inc.) and (b) STIHL products and the STIHL brand will be given substantially equal prominence as the other products and brands advertised, promoted or offered by Retailer.

5.4 It is expected that the Retailer will process and fulfill orders in a timely manner to meet the

expectations of Retailer’s customers. The Retailer shall specify when the product will be available for in-store pick up and how long the customer has to pick up the product. If products are unavailable, the Retailer shall notify the customer that the product is “out of stock” or “backordered” until a particular date.

5.5 The Retailer shall ensure a simple and user-friendly product selection process. This shall

include:

• user-friendly navigation and search features • full-text searches and options menu for the various product categories • secure and easy-to-use shopping basket with a storage feature in which a customer may

remove items and make adjustments to quantities while obtaining a clear statement of all charges, including all product costs and taxes

• uncomplicated order and payment process 5.6 For payment and websites containing customer data, the Retailer’s Online Shop must use state

of the art security technology following PCI Security Standards. 6 Customer support and consumer education 6.1 The Retailer shall offer a customer support email address or telephone number, accessible

during store-based hours to provide customer advice as needed. 6.2 The Retailer shall include in its Online shop links to www.stihlusa.com/information, containing

educational product use information provided by STIHL Inc., including “How To…” or “How Do I…” videos.

7 Product delivery, management of returns 7.1 Retailer shall provide the customer with information regarding any anticipated delays or

backordered items following order placement by the customer. In the event a product is delayed or backordered, the customer should have the option to cancel the order upon notification. If the Retailer is unable to process orders from customers (e.g. due to holiday leave/illness or storm/weather event), it shall notify the customer prior to the order.

7.2 The Retailer shall maintain a return policy that is consistent with STIHL Inc.’s 7-day, satisfaction

guarantee policy (as may be amended by STIHL Inc., from time to time), and a return/credit

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management system which is reasonable and adequate for customers to return merchandise to the Retailer and receive credit for items purchased through the approved Online Shops.

8 Support by STIHL Inc. 8.1 STIHL Inc. shall provide product information, technical descriptions, photographic material, and

other STIHL logo, trademark and promotional material via the STIHL Inc. Marketing Library or other data feeds provided by STIHL Inc., and grant the necessary rights of use to enable the Retailer to meet the requirements arising from this policy.

8.2 The Retailer shall use the advertising and sales promotion material offered by STIHL Inc. or the

Retailer’s branch or distributor. Retailer may supplement this material with its own advertising and sales promotion activities provided they correspond to the material offered by STIHL Inc. in terms of content and quality. Retailers must review and understand all of STIHL Inc.'s policies that are relevant to advertising and sales over the Internet, including the Minimum Advertised Price Policy, which is attached as Appendix 2

9 Sales process 9.1 For online orders, Retailer shall follow all requirements set forth in the Dealer or Retailer Support

Manual, including set up and service of the products sold online and picked up in store (where required), instruction to the customer, registration of the product, and delivery of the instruction manual and other educational materials.

10 STIHL platform (“PowerChord™” Retailer sites) 10.1 STIHL Inc. currently offers through its PowerChord™ Retailer sites, the “Reserve Online,

Pick up in Store” option to customers. PowerChord™ Retailer sites will also offer the “Buy Online, Pick Up in Store” option.

10.2 Insofar as the Retailer wishes to use a STIHL-provided platform for online sales, the details

will be set forth in the Dealer or Retailer Support Manual or from the Retailer’s respective distributor or branch, and all license and right to use such platform shall automatically end when the Retailer relationship is terminated.

10.3 STIHL Inc. shall offer technical support enabling the Retailer to use the STIHL

PowerChord™ platform. Contact information for PowerChord™ technical support is available in the Dealer or Retailer Support Manual

11 Conformity with the law 11.1 The Retailer shall observe all applicable federal, state, and local laws, regulations and codes

when operating its Online Shop.



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STEP 7

STIHL Minimum Advertised Price Policy

As part of the current STIHL Internet Policy, a new Minimum Advertised Price policy is in effect.

Read this policy here:

Appendix 2: Minimum Advertised Price Policy

STIHL Inc. (“STIHL”) recognizes the value to end users of authorized dealers and retailers (collectively, “Retailers”) providing the services of stocking, promoting, servicing and supporting STIHL products (“Products”). STIHL desires to promote such services with advertising that focuses on high quality, outstanding performance, unique features, customer service, and other attributes that convey the superior brand image associated with STIHL and its Products. Advertising or promoting discounts erodes the perception of STIHL Products and the STIHL brand in the view of end users in our opinion, and also reduces the incentives of Retailers to support and sell STIHL Products.

Effective as of April 1, 2019 for internet and digital advertising, and October 1, 2019 for print and all other advertising, STIHL has adopted this Minimum Advertised Price Policy on brand image and advertised prices to promote advertising that best supports STIHL’s superior brand image. The Minimum Advertised Price Policy is a unilateral policy of STIHL and is not a part of or incorporated into any agreement that STIHL has with any distributor or Retailer. STIHL applies its Minimum Advertised Price Policy to any Retailer who purchases and resells STIHL Products in the United States or its territories.

1. Sales Price. YOU ARE FREE AT ALL TIMES TO SELL A STIHL PRODUCT AT ANY PRICE YOU CHOOSE. STIHL does not control the prices at which you sell STIHL Products. You are free to exercise your own independent business judgment in choosing the prices at which you sell STIHL Products. STIHL does not seek to obtain, and it will not accept, any agreements, promises, assurances or commitments with, or acquiescence from you or any other customer as to the price at which the Products are advertised or sold.

2. Advertised Price and Consequences for Violations. If you advertise a STIHL Product at a price

below the distributor/branch Suggested Retail Price or any promotional price your distributor/branch may communicate or designate from time to time (“DSRP”), or advertise a STIHL Product with pricing related phrases that would lead a customer to think that the prices are below DSRP, such as “too low to advertise,” STIHL, or the Retailer’s branch or distributor, reserves the right, at its sole discretion, to take any steps it deems appropriate to penalize you, up to and including termination of your Retailer relationship with STIHL, or the Retailer’s branch or distributor.

3. This Policy covers all advertising materials that are posted anywhere other than the Retailer’s

physical premises, including but not limited to advertising materials that are posted anywhere on an Internet website, direct email advertising, advertising materials that are accessible through a website by means of a hyperlink, pop-up or banner ads, search engine shopping sites, comparison search engine ads, Facebook and social media pages, broadcast advertising, print advertising and mailings, and billboards (except billboards located on a Retailer’s physical premises). If a Retailer advertises other brands or products at a reduced price, discount, sale or promotion, or advertises general storewide discounts, such advertising must clearly and prominently communicate that STIHL Products are excluded.

4. STIHL is not dictating the price of, and this Policy does not apply to, the Products that Retailers

sell or advertise in or at a physical store location (including point of sale signs, hang tags, and

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other in- store marketing). This Policy relates solely to the advertising of STIHL products by Retailers in advertising posted anywhere other than the Retailer’s physical premises, including over the Internet

5. If a Retailer chooses to sell a Product on its e-commerce website for less than the DSRP, such

discounted price will not be advertised on the website and will only be displayed after the customer has entered the Product(s) in the shopping cart.

6. STIHL does not solicit information, or encourage or desire reports, regarding “violations” of this

policy. STIHL personnel are not permitted to discuss other Retailers’ “violations” of this policy, or any other policy with you. If you do send information to STIHL, your distributor/branch, or your territory manager about advertising or sales by other Retailers, you will not be contacted by us and we will not engage in any discussions with you about the information received or any action that may be taken. STIHL independently and unilaterally administers all of its policies, including this Policy.

7. This Policy applies to Retailers only in the United States and its territories, and the terms of

the Minimum Advertised Price Policy do not apply to the extent any state or U.S. territory by law expressly prohibits policies on minimum advertised prices.

8. All questions regarding this Policy should be directed only to the senior management of your

distributor/branch (distributor principal/director of branch operations). No other distributor/branch employee, including territory managers, have been authorized to discuss this Minimum Advertised Price Policy.

9. This Policy contains a unilateral statement of the terms of STIHL’s Minimum Advertised

Price Policy. STIHL neither seeks nor will accept your agreement with or to this Policy.

STIHL may modify or terminate this Minimum Advertised Price Policy at any time.

Because you are choosing to accept payment online on your PowerChord website, you will have the ability to adjust pricing for individual products (and their variations) that is different than the Distributor Suggested Retail Price (DSRP).

For a guide on how to adjust pricing on your PowerChord website for individual products, click here.

Please be advised that if you choose to adjust pricing lower than DSRP, customers will only be able to view the price for that particular product after they have added the item to their shopping cart. View example here.

Tip: If you need to adjust pricing, we recommend you do so before you complete this Activation Wizard. This will ensure your customers see the correct pricing when your STIHL Express (Buy Online Pick Up In store) is activated.



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STEP 8

Special Offers Participation

On your PowerChord website, there is a section called “Special Offers” that displays seasonal promotions offered in your area, which are managed by your STIHL Branch/Distributor. The system that drives these promotions is based on the DSRP pricing and calculates savings in the customer checkout accordingly.

If you have elected to adjust pricing on any products other than DSRP, any special offer that is connected to that product and that requires a calculation during checkout ($30 off, etc.), will calculate using the DSRP (not your price) to the end customer. As a result, the customer’s card will be charged what the system calculates, which could be more or less than what you would typically charge, depending on your individual price setting. View Example

NOTE: This does not happen frequently. It is only suggested to decline this if you adjusted pricing from DSRP.

You can change this selection at any time after activating STIHL Express by returning to this step in this Activation Wizard.

Accept Special Offers Decline Special Offers



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STEP 9

Processing Credit Cards

Credit cards are automatically processed at time of the online order. This is explained to the customer during the customer checkout.

In order to process credit cards on your PowerChord website, you will need to sign up for a Stripe Merchant account. Signing up is easy but requires you to have your banking information available so that deposits / debits can happen between your business and Stripe.

PLEASE NOTE: Stripe.com is a third party online payment provider that is integrated with the PowerChord platform and application. Your Stripe.com account and the PowerChord System are separate entities securely connected after YOU authorize that connection. Multi-location Dealers: If you have multiple locations, and need to connect each location's site to Stripe, you may need multiple Stripe accounts - one for each location.

Click here for more information from Stripe.com.

You will need to complete this Activation Wizard for each location, and simply connect the same Stripe account to each location by clicking the "Connect to Stripe" button each time.

STIHL Inc., your STIHL Branch/Distributor, and PowerChord™ only facilitate the secure connection between a STIHL Dealer’s Stripe.com account and the STIHL Dealer PowerChord website. STIHL Inc., your STIHL Branch/Distributor and PowerChord™ are not liable for any transactions between a Dealer’s Stripe.com account and the customer.

By completing this step, please be advised that Stripe is secure and PCI DSS (Payment Card Industry Data Security Standard) compliant.

Tip: Once you have your Stripe account created, make a bookmark in your Internet browser so you can quickly return to your Stripe.com dashboard if needed.

To sign up for a Stripe account or connect to an existing Stripe account, click the button below.

If validated, dealer will see this message: Congrats! Your keys are validated with Stripe, and you’re ready to continue with Activation! __ I have read and understand the processes and policies outlined in this section.


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STEP 10

Set Sales Tax Rate

Please enter the sales tax rate for your store’s location. This tax rate will be applied globally to all products offered on your PowerChord website, unless you choose to adjust tax rates for individual products or product categories.

If you need to adjust sales tax on individual products or product categories, click here for a guide.

The sales tax will be calculated and applied to the order subtotal during checkout.

Upon Activation, you will be able to download a sales tax report showing the amount collected over a period of time through your PowerChord website. Click here for a guide on how to access the sales tax report.

To set the tax rate for your store, please enter your sales tax rate. If your sales tax rate is 7% then enter 7, if it is 10.5% then enter 10.5.

Sales Tax Rate

% __ I have read and understand the processes and policies outlined in this section.


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STEP 11

STIHL Express Best Practices and Tips Managing Customer Expectations after an Order is Made There are automated emails delivered to the customer indicating that their order has been submitted and when their order is ready for pickup. However, it is always a best practice to make contact with the customer via phone or email. When you receive a STIHL Express order, it is VERY important to contact the customer ASAP to notify them of product availability and/or ETA. In the event a customer orders a product you do not have in inventory, inform the customer about the delay, and reassure them that you will call and email them when their order has arrived and is ready for pickup. If in conversation with the customer you suspect they would be better suited with a different model, you may choose to upsell the customer when they arrive at the store. Tip: Consider adding something like this to your email invoice text in step 12, regarding inventory. “It is a very good chance that we have your product in stock, but if not, it may take a few days for your order to arrive at our store for pickup. We will contact you when your order is ready for pickup.” Exchanges and Refunds If you need to make an exchange for a product with different pricing, there are several options on how to handle. The choice is yours.

1. If the exchange requires the customers to pay more than they have already paid through STIHL Express, collect the payment through your in-store POS system.

2. If the exchange requires a refund to the customer or you need to refund an entire order, you can refund that amount back to their credit card through Stripe. You can access the Stripe order through your PowerChord Site Administration area. Here is an example of how to do that.

3. Alternatively, if you wish to refund the customer from your in-store POS system, that is your choice, based on your own store policy.

Tips on Protecting Your Store from Credit Card Fraud We work hard to ensure that you are protected from fraud when you accept credit card payments by using data encryption, firewalls and other electronic security methods. Although the STIHL Express system of online transactions dramatically reduces the chance of a fraudulent transaction by requiring product to be picked up in person, there are ways that you as a business can be vigilant too. Here are some simple tips on how to spot and avoid possible fraud.

• Larger-than-normal orders. Because stolen cards have a limited life span, maximizing the value of each transaction processed is important to the perpetrator.

• Orders that include several of the same items. • Orders made up of "big-ticket" items. • Watch for multiple purchases on the same day. • Multiple transactions on one card or similar cards. • Verify valid identification and obtain signatures when a customer is picking up product.

Emergency Response Efforts and Potential Impacts on STIHL Express During a natural disaster cleanup (hurricane, tornado, etc.), your STIHL distributor or branch may temporarily deactivate your STIHL Express feature to prevent a situation where you are overwhelmed by online orders.

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You are always able to make the choice to turn STIHL Express back on when you are ready. You may also choose to turn STIHL Express off yourself in the event of a situation that makes you temporarily unable to handle online orders. You can also turn the Express feature on/off at any time once you activate. Simply click the “Turn On/Off STIHL Express Checkout” button on the right side of the Administration home page to do so.



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STEP 12 Enter Order Confirmation Invoice Text Enter 'Thank you for your order’ text that will display at the bottom of all automatic customer email confirmations when a customer places an order through your PowerChord website. Include any additional information here that you feel is important for your customers to know about your store when picking up their product(s). Example:

Picking Up Online Orders We'll hold your order at the STIHL counter (located inside and towards the middle of the store). What you'll need to pick up your order Please bring a valid government-issued photo ID and an email or text alert with your order number in it. For fastest service, print your "ready for pickup" email for the store associate to locate your item(s). Please note:

• At most stores, the pickup hours are 8:00 a.m. to 8:00 p.m., 7 days a week. • Your order may be larger and heavier than expected due to packaging. Please consider this when choosing the vehicle you

use to pick up your order. • We'll hold your order for 7 days before canceling it and issuing a refund.

I received a notice that my order is delayed/canceled. Why? If you received notification that your order has been delayed or canceled, we sincerely apologize. This simply means that the item(s) was not in stock at our local store and we had to order it from STIHL. We are either waiting on the delivery of the product from STIHL or assembling your item(s), so that we can fulfill your order. You should have received an email that confirmed your order and notified you that you will receive another email once your order is ready for pick up. Making Changes to Your Order Because we start to process your order as soon as you click submit your order, we cannot make changes after it is placed. You may contact us and request a cancellation, but this cannot be guaranteed once an order has been placed.



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STEP 13 Terms and Conditions By clicking the “SAVE AND CONTINUE” below, you agree to abide by the following terms and conditions as set forth by STIHL Inc.

This page states the Terms and Conditions under which you, the STIHL Dealer ("You"), may use this website, which is owned by STIHL Incorporated ("STIHL"). Please read this page carefully. By using the STIHL Express System, you are bound by all of the Terms and Conditions set forth below. If you do not accept these Terms and Conditions, please do not use the STIHL Express System. STIHL may, in its sole discretion, revise these Terms and Conditions at any time; therefore, you should visit this page periodically to review the Terms and Conditions.

1. STIHL Express is a program enabling authorized STIHL Dealers to accept online orders and process credit card transactions for STIHL products with in-store pickup. The STIHL policy of not shipping products and accessories is still in place.

2. This order is between the customer and the Dealer ONLY. Neither STIHL Incorporated, nor PowerChord, nor the Dealer's individual STIHL Branch/Distributor is involved in the order other than to facilitate it.

3. All Terms and Conditions a Dealer has with Stripe.com apply.

4. This is a service of the PowerChord system and is strictly voluntary on the part of the Dealer.

5. The Dealer agrees to follow the actions outlined in the Activation Wizard regarding timely customer contact and service.

6. The Dealer is responsible for setting, maintaining, and paying all applicable taxes collected through the STIHL Express system.

7. STIHL or the Branch/Distributor has the authority to disable the STIHL Express features of the PowerChord site at any time for any reason without penalty.

8. PowerChord will strive to maintain the STIHL Express System, but cannot be held financially responsible for any interruption in service. From time to time, there will be scheduled maintenance on the system. PowerChord will strive to make these interruptions as short and as business convenient as possible.



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STEP 14 STIHL Express Activation You have now completed the STIHL Express Activation Wizard!

You must click the “ACTIVATE NOW” button at the bottom of the page to turn on STIHL Express Online Transactions on your PowerChord website.

Thank you for your time and for being a part of the PowerChord program and STIHL Express online transactions.

For support regarding product availability, please contact your TM or Branch/Distributor.

For technical information in regard to your PowerChord website and STIHL Express, please contact PowerChord at 1-800-350-0981

Once you have completed all 16 steps, you can turn the STIHL Express feature on by clicking the “ACTIVATE NOW” button below. You can also turn the Express feature on/off at any time once you activate. Simply click the “Turn On/Off STIHL Express Checkout” button on the right side of the Administration home page to do so.

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STIHL Express eCommerce Evolution – Buy Online Pick Up In ... · n The STIHL Express Activation Wizard has been updated to account for the two types of STIHL Express that will be