General questions and answers

How do I set up an account?
Setting up an account is straightforward. Simply complete KnowledgePoint’s ‘Account set-up’ form.  It asks for your company name, company registration number, VAT number, business address and accounts address.

Whom do I contact to discuss my courseware requirements and options?
KnowledgePoint systems enable any of our ten Customer Service Managers to see all your details and handle your enquiry.  Please contact the team on 01189 181500 or send us an enquiry. If you wish to set up a new account you will be given a dedicated Account Manager.  They will be able to discuss all your business requirements, offer help and advice and show you samples of the solutions and products we are able to offer.

How long does it take to set up an account?
Once you have taken the decision to open an account with us, an implementation plan is developed based on the requirements you’ve clarified with your account manager. The plan includes the preparation of your contract and the documentation supporting your Service Level Agreement (SLA). These all become elements of your unique online Welcome pack.

The process varies in terms of time taken as it is dependent on the number of publications we will be managing for you and any other individual requirements you might have. You can be sure that your account manager will work with you to ensure your timescales are met and that your artwork and files meet your expectations.

What is a ‘Welcome Pack’?
The KnowledgePoint welcome pack will provide all the information you need to begin working with us. This includes information on how to use our unique Web Order tool to order and track your courseware, how to use the File Submission tool to update existing courseware or submit brand new material – each with your individual URL Links.  The Welcome Pack also introduces you to Order Time Tables, Contract & Escalation and invoice information.

Can you produce posters, certificates, CDs and DVDs?
In a word - ‘yes’.  These are all options which KnowledgePoint will be pleased to organise for you.

Can you provide kitting components?
KnowledgePoint can provide pens, pads, tent cards … even puzzles. Please tell us what is required and we will provide a sample for you to check.

What about branded ‘value-adding’ products and marketing materials?
Pens, pads, memory sticks, mouse mats … you name it, we can resource it and include it with your courseware.  Simply provide us with your logo and we will provide you with a branded sample.

Can we supply items to be added to our courseware?
We are more than happy to accommodate your own supplied items when preparing your courseware. We will stock them as ‘picking’ items for a small stocking fee.

Questions and answers concerning file submission and updating publications

How do I send files to you to print?
The most efficient way is to use our online File Submission Tool to upload files directly to our FTP site.  Alternatively you can email the files or send them via other media including CD, DVD and memory stick.
Click here to learn more about file set-up options

Do you have a preferred file format?
.pdf files present us with the least difficulty in accommodating embedded fonts and pagination. Most of the files sent to us are ‘Word’ or ‘PowerPoint’ files and our dedicated file management team is happy to work with these and other formats.

How do I best communicate to you how a kit with multiple parts should be set up or how additional components should be included?
The best way is to use KnowledgePoint’s File Submission Tool as this will prompt you for all the information we require.

Can a publication be amended for one order only?
Yes – we will temporarily create a new publication to ensure the update isn’t permanent.

Whom do I contact if there are issues with any files?
All file management queries should be raised to filepoint@knowledgepoint.co.uk. You will be contacted immediately by our customer services or file management departments, depending on the nature of your enquiry.

Questions and answers concerning placing, checking, tracking and emending orders

Will I need to wait long before placing an order for a publication which is either new or recently updated?
It’s usually only a couple of hours before your publication appears on the online ordering tool – and once this happens you can place an order. We will email you to let you know that your item has appeared, so you don’t have to keep checking! We do ask that you allow 48 hours to ensure that your files are print-ready … but this can happen sooner if your requirement is urgent.

How do I know that you have received my order?
An order confirmation email is sent automatically when you place an order using our Web Order Tool.

How do I know if my orders have been produced and despatched?
You can track your order using the Web Order Tool. We also track progress, checking three times each day to ensure that shipment is on schedule.

Whom do I contact with any amendments or queries regarding my order or orders?
One of our Customer Service Managers will be pleased to help organise an amendment or answer your questions. They are available from 09.00 to 17.30, Monday to Friday.  You can telephone them on 01189 181500 or email them at orderpoint@knowledgepoint.co.uk.

Why, particularly in Russia, does the person receiving the goods have to pay the customs charges?
We have to respect country-specific taxation laws and practices.
Click here to learn more about despatch options

Account Reviews

Is it possible to have regular account reviews to monitor how things are going?
We welcome regular reviews – particularly to confirm that the services we provide meet your expectations.  We would suggest that a quarterly account review is about the right frequency – but you can of course ask your Account Manager to organise a review at any time.

We use the opportunity of a quarterly account review (QBR) to present your QBR report.  This contains the previous quarter’s order fulfilment information, volume, cost, order turnaround and satisfaction reports.

Reports

Can I have more frequent reports – perhaps on a monthly or even weekly basis?
There are a number of standard reports showing useful information like frequently ordered publications, account spend per publication, order details, delivery turnaround and year on year total reports.  These can be made available on a weekly or monthly basis.

We are also able to provide tailor made reports where you have a particular requirement.

Payment and Invoicing

How do I pay for my orders?
You will be sent an invoice which you can cross-refer to your own records using the PO number you supply on the order weekly.  Payment can be by cheque or BACS … or by wire … within 30 days of the date of the invoice please.

Questions and answers relating to KnowledgeCast

How do I report an issue?
Please email queries@knowledgeCast.co.uk quoting the order number and full description of issue.  We will then investigate and resolve any problems.

How do I cancel an order placed through KnowledgeCast?
This is best done by contacting Customer Services via our enquiry form. We endeavour to honour any cancellation but any materials that have already been produced cannot be cancelled.

Can I add or remove items once an order has been placed?
We are unable to change the quantities once an order has been submitted but are able to take a new order for any additional items.

How do I get a quote for a new product or customised materials?
Please contact our Sales Team or you Account Manager to discuss your requirements.
Click through to contact and escalation page where you can find contact details

Questions and answers concerning despatch

What is the single market?
The single European market was established in January 1993 to allow the free movement of people, capital and goods within the EU member states.  As a result there are no customs borders when shipping within the EU and ‘goods can move within the EU member states without customs presentation and paperwork or the payment of customs duties’. (Source: UK trade and investment – 101 questions about exporting).

Which countries are included?
Current EU member states include Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and the UK.

It should be noted that the Channel Islands, the Canary Islands (Tenerife and Gran Canaria) and Monaco are classed as non-EU countries for customs purposes.

Will I need any extra documentation when shipping outside the EU?
A commercial invoice will be required when shipping outside of the EU.  This will be presented to customs so it is essential that all the information on this document is true and correct.

What information should be on the commercial invoice?
The commercial invoice is created by us and sent with all non-EU shipments. However, the required information is name and address of shipper and receiver, country of manufacture, shipment tracking number, number of boxes, total weight of shipment and full description of each commodity with any part or serial numbers, commodity code and reason for export.  We can only declare the true value of the goods.  Any attempt to put an incorrect value on an invoice can be deemed as fraudulent by customs.

What is a Certificate of Origin and when is it required?
A Certificate of  Origin will be required if:

• the customs authorities of an importing country call for proof of origin, or …
• a customer has requested the additional paperwork.

There are two types of certificate – an EC Certificate of Origin and an Arab British Certificate of Origin.

The EC Certificate of Origin is certified by the local chamber of commerce.  The Arab British Certificate of Origin is required for the following Arab league countries and will frequently need to be legalised by the embassy of the destination country as well as the standard certification by the local chamber.  There can be a 4 – 7 day wait for the Arab British Certificate of Origin.

Arab League countries include Algeria, Bahrain, Jordan, Kuwait, Lebanon, Libya, Morocco, Oman, Qatar, Saudi Arabia, Syria, Tunisia, UAE and Yemen.

What is a EUR1 form and when is this required?
The EUR1 is used to claim preferential (reduced or even zero) rates of duty in the country of importation.  To qualify the goods must fully meet the rules of origin in the exporting country and be accompanied by a correctly completed and endorsed EUR1. The preference system applies only to countries where trade agreements exist within the EU and benefit the buyer by making goods cheaper to import.  The EUR1 form should be completed by the exporter.

ost countries have agreed that where a consignment is below 6,000 Euros (or equivalent in local currency) an invoice declaration such as ‘we declare that except where otherwise clearly indicated, these products are of United Kingdom preferential origin’ will suffice. (Source: http://www.sitpro.org.uk/trade/exportuk.html).

What is a Community Code?
A Community Code is an eight digit tariff number that needs to be declared to customs (standard procedure is to declare at least the first 6 digits of the code). Every item will have a Community Code and will need to be declared correctly on the commercial invoice as the correct rate of duty needs to be applied.

We cannot declare an item or items on a commercial invoice under an incorrect Community Code.

How do I work out the correct Community Code for my product?
The majority of products exported by KnowledgePoint and KnowledgeCast are exported under Community Code 490199 which relates to ‘printed books, brochures, leaflets and similar printed matter, whether or not in single sheets’.

If I doubt, the best way forward is to contact local customs or visit http://kaccdb.eu.int/mkaccdb2/indexPubli.htm and follow the link to the applied tariff database.

What is duty?
Any shipment that enter or leaves the EU will have duty applied in the country of arrival.  It is not applied to shipments that circulate within the EU single market.  Duty rates will differ per country on value, tariff classification and origin of goods.

What is a C88/SAD document?
This is an electronic import/export customs declaration (sometimes referred to as an EX1 form). It is generated on our behalf by UPS or DHL for all non-EU shipments over £600.00.  A C88/SAD document is not generated for intra EU shipments.

What can be used for proof of export?
This can be requested and is available for any shipment that is shipped from KnowledgePoint or KnowledgeCast.

• a proof of delivery and copy of the AWB will usually suffice for intra-EU shipments
• a copy of the C88/SAD form is required and can be obtained from the relevant courier for non-EU shipments

What are incoterms?
These were established as a contract between buyers and sellers involved in international trade.   Incoterms cover responsibility for payment of shipping, duties and taxes (ie: shipper or receiver(?)). Responsibility varies depending on the incoterm selected.  DDU and DDP are the incoterms most frequently used by KnowledgePoint and KnowledgeCast.

What do DDU and DDP mean?
DDU stands for Delivery Duty Unpaid, ie: the shipment is sent to a named place which is likely to be the closest airport in the destination country.  The consignee is responsible for all clearance fees and taxies incurred and delivery to final destination.

DDP stands for Delivery Duty Paid. This is similar to DDU except that the shipper is responsible for all clearance fees and duties and taxes incurred.  The shipper also has the responsibility to ensure the order is delivered to the named address.  The incoterm is used to ensure that shipments are processed through customs as quickly as possible and then all charges are billed back at a later date.

(Source: http://www.3plwire.com/2006/10/08/incoterms-ddp-delivered-duty-paid/).

How do I know whether an item or items are to be shipped DDU or DDP?)?
The easiest way to check is on the commercial invoice under ‘delivery terms’ or check a copy of the airway   bill.  For intra-EU shipments there will be no duties so the incoterm will default to DDU.

What is formal broker clearance and when is it required?
Even if an order ships on a DDP  service the customer may be required to complete paperwork for customs purposes.  This is often country, weight and shipment value specific.  The courier company will work alongside the consignee to complete this unless an external broker is used.

Why are external brokers used?
Customer often prefer to use their own broker instead of UPS or DHL. The shipment will be passed to a broker on arrival if this decision has been made while the shipment is in transit.  Using a broker means that once the shipment is handed over it is no longer the responsibility of the shipper and courier to complete delivery.