Publisher FAQs

Publisher questions

I am a publisher looking for a distributor, who should I contact?

As a rule we can generally only consider a publisher with a list of at least 100 titles and a healthy ongoing publishing programme. If this description fits you please email Matthew Hogg, and request a questionnaire.

What are your hours of business?

Our offices are open from 8.30 am - 5.30 pm, Monday – Friday (Basingstoke)

Our warehouse operates 24 hours a day and is open for deliveries between 07.00 – 15.30. These must be booked in advance.

How does print on demand (aka manufacture on demand) work?

As the order comes in from the customer, a requisition file is generated for the title with the appropriate printer. When the printer has the book ready, the printer sends it back to MDL with other POD titles, which could be those of other publishers. The printer records all the details about the books and the delivery carton in an Advance Shipping Notice (ASN) message. The message contents are integrated back into Vista and our warehouse management system. When the carton is delivered to MDL, we scan the carton barcode and the contents are automatically added onto the Vista stock file. An appropriate picking location is scanned for the carton, and the backorders for the titles are automatically released. We currently find that around 80% of POD units merge with other subsequent orders from our customers, and only 20% are sent out as separate despatches.

Which Sales Agencies do you deal with?

We deal with a variety of sales teams and agencies including the following:

• Bill Bailey Associates
• Bounce Sales & Marketing Ltd
• Butler Sims Ltd
• Compass IPS Ltd
• Pinnacle Book Sales
• Gill Hess Ltd
• Global Books & Sales Ltd
• Gunnar Lie Associates
• Martin Palmer Associates Ltd
• MCA Sales
• Repforce Ireland
• Simon & Schuster UK

MDL Solution Centre

How do I sign up or log in?

You can log in or sign up to the MDL Solution Centre by using this link and following the instruction on screen.

What if I’m having problems gaining access?

You can either email clientoperations@macmillan.com or call our Publisher Services Team on 01256 302990 who will be more than happy to assist.

Do I have to log in to raise a request?

No, you can use any of MDL’s generic email addresses, these will also raise requests within the Solution Centre and route to the correct team.

UK Trade Orders

orders@macmillan.co.uk

UK Trade Queries

mdlqueries@macmillan.co.uk

UK Non Trade Orders

macmillandirect@macmillan.co.uk

UK Non Trade Queries

nontradequeries@macmillan.co.uk

Export Orders

exportorders@macmillan.com

Export Queries

exportqueries@macmillan.com

Key Accounts Team

keyaccounts@macmillan.co.uk

Speciality Accounts Team

specialityaccounts@macmillan.com

Publisher Services Team

clientoperations@macmillan.com

Title File Maintenance

filemaintenance@macmillan.co.uk

Credit Services Team

creditservices@macmillan.co.uk

Customer File Maintenance

customermaintenance@macmillan.co.uk

However, there are key benefits to logging in directly as you can prioritise your request, get real time updates and track to resolution.

How long before I get an answer?

Depending on the priority of your ticket (defined by you) MDL work to service levels based on first response and resolution times and we strive to meet those. The majority of enquiries are responded to within 48 hours.

What if my request is really urgent?

We would encourage you to talk to us if you have a request which needs immediate action.  You can do this by phone or Live Chat. Useful hunt group numbers can be found on the Solution Centre home page.

How do I start a Live Chat?

To start a Live Chat, you’ll see the icon on the bottom right hand side of the screen. You’ll be prompted to select the team you’d like to chat to.

How can I give feedback on my request?

MDL welcomes all feedback. You can provide this on the MDL Solution Centre throughout the life of your request. Alternatively please email or chat to us.