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Walgreens Service Level Agreement (Highlights)

For the purpose of these Terms, “business days” shall mean weekdays (Monday through Friday) except for holidays observed by Walgreens corporate office, and “business hours” shall mean time from 8:00 a.m. to 4:00 p.m. Central Time. 

Vendor agrees to comply with the following Terms for Drop-Shipping merchandise to Online Customers: 

 

SHIPPING REQUIREMENTS 

After the receipt of orders, Drop-Ship orders should be shipped to Online Customers within two (2) business days. After 3 calendar days, an automated warning reminder will be sent from Logicbroker to vendors with an additional four (4) calendar days to act on Drop-Ship orders. If action is not completed within the additional four (4) calendar days given with warning, Drop-Ship orders will be cancelled by the automated cancellation process. 

Note: action not completed means 1) didn’t fulfill/ship, 2) shipped but failed to update ship confirmation as “complete” to Logicbroker, or 3) any other update failure that caused the ship confirmation not to be updated as “complete”.

  • A Drop-Ship Vendor must enter a valid tracking number into the Logicbroker’s Order Management System to successfully complete an order 
  • Walgreens will not pay vendor invoices for merchandise if Drop-Ship Order(s) have not been successfully completed 
  • Vendor will package shipments in professional, discrete, boxes that ensure safe and un-damaged receipt of product by Walgreens’ Customers 
  • Vendor will insert an invoice/packing slip generated by Logicbroker. The packing slip for each order is available on the Logicbroker’s Order Management System for download 
  • Vendor may only Drop-Ship orders using the instructions and shipping carrier account number provided by Walgreens. FedEx is Walgreen’s exclusive shipping carrier. Click here see Shipping method page for more information 
  • No backorders are allowed 

CANCELLATION 

Vendor must enter a cancel reason for any cancellation. See most common cancellation reasons below. 

  • Bad Address  
  • Cannot ship to PO box  
  • Cannot ship using provided ship method  
  • Customer changed mind  
  • Other  
  • Out of stock  
  • Invalid item cost 

If an item is out of stock, the item must be cancelled.  Walgreens does not support backorders.  All items must be shipped or cancelled within the SLA’s described in the Shipping Requirements section above.

Walgreens can initiate cancellation if requested by customers before the order is shipped. Walgreens will choose the most suitable cancel reason based on what’s provided by Logicbroker. 

SHIPPING ERRORS AND RETURNED MERCHANDISE POLICY 

Vendor will re-ship an order (without generation of a new order) at its sole expense, if notified of mistakes made on its part. 

Mistakes include, but are not limited to: 

  • Shipping a wrong or defective item 
  • Items or parts missing from an order 
  • Drop-Shipping to an address other than the one provided on the order through Logicbroker (unless Walgreens requests shipping to a new address) 
  • Invalid tracking number 
  • If a shipping carrier indicates that it received billing information from Vendor without the corresponding package 

 

Vendor will be responsible for all expenses relating to the re-shipping merchandise sent to Online Customer(s), pursuant to the conditions in the above bullets. 

  • Vendor will notify Walgreens of any merchandise returned to Vendor directly from Online Customers for any reason within twenty-four (24) hours. The notification can be sent through Logicbroker Message Center 
  • A credit memo(s) must follow within three (3) business days of receipt by Vendor of such returned merchandise. The notification can be sent through Logicbroker Message Center 
  • Vendor will issue a credit memo for any items damaged or lost by shipping carriers upon receipt of payment for any Walgreens initiated claims 

BENCHMARKING 

  • Vendor will report to Walgreens its compliance with the following requirements (“Benchmarks”) each month. 
  • At least 95% of orders submitted must be shipped within two (2) business days 
  • Less than 2% of orders submitted may be cancelled for any reason, excluding Walgreen requests 
  • Vendor’s failure to meet the Benchmarks in any six (6) month period will result in written warnings for the first and second failures. Upon the third failure within a six (6) month period, Walgreens may, in its sole discretion, implement further action, including discontinuing the sale of Vendor’s merchandise 
  • Vendor will acknowledge in writing its receipt of all warning notice(s) from Walgreens within five (5) business days after its receipt of such warning. 
  • Delays in shipping due to (a) insufficient or inaccurate customer address, (b) inquiries from the Vendor to Walgreens to clarify information, (c) transportation strikes or (d) extreme shortage of supply due to unforeseeable events will not be counted towards Benchmark failure statistics 

PRODUCT INVENTORY 

  • Vendor always agrees to maintain sufficient products in its inventory to meet Walgreen’s requirements for the minimum number of products to have on-hand (the “Threshold”). In the event Vendor does not maintain products sufficient to meet the Threshold, Walgreen may, in its sole discretion, suspend or discontinue carrying such products from Vendor 
  • Vendor must notify the corresponding Walgreens merchandising team (See Walgreens Contact Informationpage for more info) if any product is discontinued 
  • Vendor will input and maintain an accurate inventory of its merchandise in the Logicbroker’s Order Management System at least once per day Up to as many time as the vendor prefers daily. Vendor must provide sufficient inventory to meet Online Customer demand 
  • Vendor will notify Walgreens of any closedowns related to holidays, relocations or counting inventory at least six (6) weeks in advance. See Walgreens Contact Information

OTHER TERMS AND CONDITIONS 

Vendor will respond to inquiries from Walgreens customer service personnel within twenty-four (24) hours