|
Frequently Asked Questions
Payment Methods and Terms
Renewals Procedure
Invoice Follow-up Procedure
Returns Procedure
Order Confirmation for International Customers
Reference numbers to help you when purchasing from other Thomson businesses
IBAN number and Swift/BIC code for international payments
Payment Methods and Terms
Q. Does Sweet & Maxwell accept all major credit cards?
A. Yes. We accept American Express, Diners, MasterCard, Switch/Delta and Visa.
Q. Will credit card payments be authorised immediately?
A. Yes. If customers choose to pay by credit card over the telephone, they can be sure of the prompt despatch of their products.
Q. Can I still pay by cheque or BACS?
A. Yes. Details of how to pay are published on our customer documents.
Q. Will the changes affect my payment terms?
A. No. All subscription renewals, standing orders and dues for titles not yet published will be transferred into the new system.
[back to top]
Renewals Procedure
Q. How will I be alerted that I should renew subscriptions for Sweet & Maxwell products?
A. You will receive our redesigned renewal notice, followed by three colour-coded reminders.
Q. Is this an invoice?
A. No. It is a Subscription Renewal Notice, which is an invitation to renew your subscription(s) for a specified period.
Q. What should I do with my renewal notice?
A. Sign the remittance slip and return with your payment (see below). Or, if you need an invoice first, note your request and sign the renewal and fax or send the order back to us.
Q. How can I return my renewal notice to Sweet & Maxwell?
A. UK customers:
By using the FREEFAX number, 0800 0852667. Alternatively, you can post it to:
Subscription Renewals, Sweet & Maxwell, PO Box 2000, Andover, SP10 9AH.
A. International customers:
By fax, +44 1264 342706. Alternatively, you can post it to:
Subscription Renewals, Sweet & Maxwell, PO Box 2000, Andover, SP10 9AH, UNITED KINGDOM.
Q. How do I pay for my subscription renewal?
A. UK customers:
Send in a cheque with the notice, provide credit or debit card details either on the notice
or over the telephone; make a BACS payment, or request a firm invoice by contacting our
Customer Service department – preferably by the FREEFAX number.
A.International customers:
Send in a cheque with the notice (see number 6 below); provide credit card details either on the notice or
over the telephone; make a Credit Transfer and return the renewal notice indicating which subscriptions
payment has been sent for; or request a firm invoice by contacting our Customer Services department.
Q. Where should I send cheque payments?
A. Payments, Sweet & Maxwell, PO BOX 5000, Andover, SP10 9AG, UNITED KINGDOM.
Q. What do I need to send when paying by BACS (UK customers)?
A. Please send us the remittance slip with ‘Paid by BACS’ written across it and the amount of the BACS
payment. If you have requested a firm invoice, and it is the invoice that you are paying by BACS, again
indicate on the remittance slip of the invoice that payment has been made by BACS and the amount
of that payment. In both cases send the remittance to:
Subscription Renewals, Sweet & Maxwell, PO Box 2000, Andover, SP10 9AH, UNITED KINGDOM.
Q. What do I need to send when paying by Credit Transfer (International customers)?
A. Please send us the remittance slip with ‘Paid by Credit Transfer’ written across it and the amount of the
payment. If you have requested a firm invoice, and it is the invoice that you are paying by Credit Transfer,
again indicate on the remittance slip of the invoice that payment has been made by Credit Transfer and
the amount of that payment. In both cases send the remittance to:
Subscription Renewals, Sweet & Maxwell, PO Box 2000, Andover, SP10 9AH, UNITED KINGDOM.
Q. Can I make changes to the renewal notice and pay at the same time?
A. Yes you can. Simply cross through those subscriptions on the renewal notice that you wish to cancel, sign in the signature box
and return with the correct payment or a request for an invoice.
Q. What is the VAT breakdown?
A. The VAT payable appears directly below each subscription line. The percentage of
the subscription price that is subject to VAT does not appear.
Q. Can I pay in Euros or US Dollars?
A. Yes. Simply return your notice with a request to be billed in Euros or US Dollars.
Q. I have not received any goods, why are you asking for payment?
A. In order to ensure that there is no break in your subscription or any delay in the despatch of issues/releases to you, we need to have received your renewal instructions before the end of your current subscription period.
Q. Why are my subscription product codes different to last year’s?
A. We have rationalised a number of products, including CDs and journals, to simplify their structure.
Product titles and product content has not changed.
Q. Will subsequent renewal notices have the same reference number?
A. Yes, each renewal notice you are sent will replace the previous one but will feature the same reference number.
[back to top]
Invoice Follow-up Procedure
Q. What is your invoice follow-up procedure?
A. You will receive two colour-coded invoice reminders. If you have queried an invoice it will be excluded from our follow-up procedure. We will also list any invoices under query on your statement, together with the reason for the query.
[back to top]
Returns Procedure
Q. I am a UK direct customer; can I return goods to Sweet & Maxwell and, if so, what procedure should I follow?
A. Goods may be returned to us if sold under our Satisfaction Guarantee, if they are faulty or damaged or you have been sent the wrong goods by us.
- Please note that all returned goods must be returned in their original condition. Please repack the goods carefully using the original and any supplementary packing (if required) and firmly seal the package.
- Use the peel off self-adhesive returns label on the despatch note supplied to you with the goods that you ordered and affix to the package, indicating the reason for return. For multiple package returns, please copy the returns label and ensure that all packages carry this information and mark them 1 of 2 etc.
- Telephone DHL Express on 0870 2400 555 to arrange the collection. Quote the Sweet & Maxwell reference number SMG013.
- Please make sure that the package is available at the agreed collection point promptly as DHL Express is unable to offer specific collection times and will not automatically make a second attempt to collect if the package is not immediately available. Collections are usually made within 24 hours.
- DHL Express will give you a receipt upon collection. Please keep your receipt for future reference.
- If you do not have the despatch note you were sent, please contact us on 0845 600 9355.
Q. How should I contact Sweet & Maxwell about returns?
A. If you have any questions or queries on this procedure please contact our Customer Service Department:
Q. I am an international customer or a Trade Customer; what procedure should I follow for returning goods?
A. Please contact our Trade/International Customer Service Teams for advice on the correct procedure to follow:
- International customers:
- Trade customers:
- If you have any queries, please contact either your usual Representative or our Trade Customer Service Team:
- email: sweetandmaxwell.trade@thomson.com
- telephone: 0845 082 1032
For more details on returns please refer to our Terms of Trading (link) on our website www.sweetandmaxwell.thomson.com
[back to top]
Order Confirmation for International Customers
Q. What is the purpose of the new order confirmation?
A. This is a new service for customers ordering from outside the UK. Because delivery of international orders takes a little longer than UK orders, we will provide an immediate order confirmation notice. This paperwork will enable you to more easily check on the status of your order.
[back to top]
Reference numbers to help you when purchasing from other Thomson businesses
Q. What are the reference numbers for?
A. They are designed to assist you in purchasing publications from other Thomson businesses by providing an easy point of reference, and will be noted on the majority of paperwork received.
Order number
Global Order Identifier (appears on your invoice as Global Order ID)
On your Sweet & Maxwell paperwork the Global Order Identifier is a quick reference for invoices and delivery of product. You will find a matching number on delivery notes.
The Global Order Identifier will be common between Sweet & Maxwell and other Thomson publishers, enabling easy cross-referencing. Please quote the reference number when contacting us to ensure we are able to deal with your query promptly.
Product number
Global Product Identifier (appears on your invoice as Product ID)
On your Sweet & Maxwell paperwork the Global Product identifier is a quick reference for invoices and delivery of product. You will find a matching number on delivery notes.
Customer number
Customer Cross Reference (appears on your invoice as Customer Acc.)
Your customer account number will be common between Sweet & Maxwell and other Thomson publishers, providing easy cross-reference. Should you call us with a query, please have this on hand to quote, for speedy reference.
[back to top]
IBAN number and Swift/BIC code for international payments
Q. What is Sweet & Maxwell's IBAN number?
A.
GB19RBOS16040020121728
ACCOUNT NO: 20121728
ACCOUNT NAME: SWEET & MAXWELL
SORT CODE: 160400
ADDRESS: RBS
LONDON CORPORATE SERVICES CENTRE
P O BOX 39979
2 ½ DEVONSHIRE SQUARE
LONDON
EC3M 4XJ
Q. What is Sweet & Maxwell's BIC/Swift code?
A.
RBOSGB2L
(Corporate Banking office)
PO Box 450
5-10 Great Tower Street
London
EC3P 3HX
[back to top]
Contact us at: new.system@sweetandmaxwell.co.uk
|
