How can I submit a returns request to MDL?
What format of return requests can be submitted to MDL?
Why would some titles be refused?
What are the definitions of the refusal reasons?
What should I do if the authorisation is refused and I do not agree?
My book shop is part of a chain. How will this affect my returns?
How long is the authorisation valid for?
Where do I need to return the books?
Why do we send books to a prison?
What happens if I return books that were not authorised or non-MDL titles?
What condition should the books be in?
What should I do if I need to amend the quantity of books I am sending back?
What is the third message and why use it?
What happens if I do not include the RAN label/authorisation paperwork when I return my books?
How long should it take for my credit to be raised?
Whom should I contact if I don't receive my credit?
Why is the credit value slightly different to the invoice on which I purchased the books?
How can I submit a returns request to MDL?
MDL would recommend customers to register with Batch Returns to submit and manage their returns as it interfaces automatically with MDL’s systems.
Alternatively, return requests can be emailed to us in spreadsheet format. A template is available on request.
What format of return requests can be submitted to MDL?
MDL adopted a policy of only accepting electronic returns requests for UK customers from 1 January 2011.
Batch Returns is an easy-to-use system that has been developed specifically to streamline the returns process. More information and step by step instructions can be found on their website.
A returns authorisation number. The RAN details the titles authorised/unauthorised for return and contains a label on which the RAN number & return address is stated.
Why would some titles be refused?
MDL adheres to the Industry Returns Initiative (IRI).
Automated returns will be granted within the period of three months after the publication date of the title and up to fifteen months since the title was last supplied.
The quantity for return must not exceed the total number of copies supplied in the fifteen months prior to the returns request, net of previous returns and pending valid authorisations.
Requests will be rejected for books supplied on a firm sale basis or in excess of existing returns caps.
What are the definitions of the refusal reasons?
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Exceeds Quantity Supplied - Trying to return more then have been invoiced by MDL
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Too Early - Trying to return before the 3 months from Publication date or invoice date
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Too Late - Trying to return after 15 months
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Supplied Firm Sale – The books were sold on a firm sale basis with no returns allowed
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Cap Exceeded - Exceeds agreed trading cap. Customer is only allowed to return a percentage of the quantity sold into them. The customer would need to contact the publisher to discuss the refusal
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No longer supplied by us – MDL no longer supplies this title and the new distributor would need to be contacted
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Embargoed - Publisher is not allowing any returns for this title
What should I do if the authorisation is refused and I do not agree?
Contact your specific UK Key Accounts Administrator by phone or email, alternatively please email us.
My book shop is part of a chain. How will this affect my returns?
Certain chains of bookshops are set on MDL’s system in a relationship. Therefore, when individual stores place return requests, the system looks at the sales against the particular account and the sales across all stores within the chain
How long is the authorisation valid for?
3 months
Where do I need to return the books?
All returns should be sent to Macmillan Distribution, HMP FOREST BANK, Industries Workshops, Agecroft Road, Pendlebury, Salford, M27 8FB.
Why do we send books to a prison?
HMP Forest Bank was opened in 2000. As with many prisons, at HMP Forest Bank prisoners participate in employment, undertaking a wide range of industrial activities.
What happens if I return books that were not authorised or non-MDL titles?
As stated on the authorisation paperwork, please note that non-authorised items will not be credited and may be disposed of without any further notice
As stated on the authorisation paperwork, please follow these instructions when making your return:
Ensure all items are in a clean and resalable condition
Amend the quantity if returning fewer items than authorised
Enclose the authorisation
Use the enclosed bar-coded label(s)
Number the boxes if more than one
What condition should the books be in?
Books need to be in a resalable condition and should not be returned if damaged.
All stickers and other markings should be removed from the books
What should I do if I need to amend the quantity of books I am sending back?
If you use the returns third message, please amend the quantities on the RAN before sending the books back.
Alternatively, contact your specific UK Key Accounts Administrator by phone or email. Or email mdlqueries for your request to be handled by one of the team.
What is the third message and why use it?
The third message enables the customer to confirm the quantity of books being returned against a particular authorisation and acts as an electronic delivery note.
Failure to use the third message could result in a delay in raising your credit.
The use of the third message speeds up the returns processing as the expected return quantity is an accurate figure. Customers may request a larger quantity of books on the initial RAN but due to sales, the actual quantity to be returned has reduced.
What happens if I do not include the RAN label/authorisation paperwork when I return my books?
MDL requires the RAN number to be indicated on the outside of the boxes being returned – preferably the bar-coded labels produced by Batch or MDL should be used.
Delays may be encountered with processing the credit for the return.
How long should it take for my credit to be raised?
The books will be processed within 5 working days
Whom should I contact if I don't receive my credit?
Contact your specific UK Key Accounts Administrator by phone or email, alternatively please email mdlqueries.
Contact your specific UK Key Accounts Administrator by phone or email, alternatively please email mdlqueries.
Why is the credit value slightly different to the invoice on which I purchased the books?
MDL adheres to the IRI pricing, which means the value credited is an average weighted price over the valid returns period
The credit will show a net value per line, rather than price/discount.
What does average weighted price actually mean?
The calculation adds up the value of your transactions relating to the title in question in the month in which the latest supply was made and the preceding eleven calendar months and divides the total value by the total quantity supplied to arrive at a unit credit value. This method of calculation will remove uncertainty about the value of the credit you receive, as it appears on your returns authorisation.
How do I return consignment stock?
Contact your specific UK Key Accounts Administrator by phone or email, alternatively please email mdlqueries who will issue you with a manual authorisation label to return the stock.
What should I do if I have been authorised to return title pages only?
As stated on the authorisation paperwork, the return should be made to Macmillan Distribution, PO Box 14, Brunel Road, Basingstoke Hampshire, RG21 6XS
Please follow these instructions when making your return:
Enclose the titles page or back cover of the titles shown
Amend the quantity if returning fewer items than authorised
Enclose the authorisation
Use the enclosed bar-coded label(s)
Where should I send the certificate of destruction if a Publisher has authorised me to destroy the books instead of sending the physical book back?
Contact your specific UK Key Accounts Administrator by phone or email, alternatively please email mdlqueries.
Please include the authorisation from the publisher and the certificate of destruction and the team will raise the necessary credits.
Is there a contact in case I have a problem with the returns process?
You can email Lucy Braithwaite.