Inbound Carriers FAQ (Printable Version)
APPOINTMENT BOOKINGS
1. How do I book an appointment for inbound deliveries to the Trillium facility?
You must book your appointment through an online scheduling tool at www.opendock.com
2. Do all deliveries require appointments to be booked in Opendock?
Yes. Drivers will not be permitted to enter the yard without an Appointment Confirmation Number from Opendock.
3. Can I book same-day appointments?
There are no same day appointments.
4. What is the cutoff time for next day appointments?
You must make your booking in Opendock by 2 PM within the timeslots available at that time. If you log on after 2 PM, there will be no available options for next day appointments. The available booking times are Monday – Friday from 6:15 AM to 8:30 PM.
5. How far in advance can I book appointments?
Appointment bookings can be placed 30 calendar days in advance of the delivery.
6. Can I select my own appointment time?
Yes. You can select from the available appointment slots at the time of booking. Unavailable time slots will not appear on Opendock.
7. Can I make a standing/recurring appointment since I deliver at the same time every day?
No.
8. Where can I find the Confirmation Number and Appointment Time required to enter Trillium?
Once you book your appointment in Opendock you will receive an email with your Appointment Confirmation Number and Appointment Time. You must provide this to Trillium Security for entry into the yard.
9. How do delivery appointments for multiple trailers work?
You have to book one appointment for each trailer/container entering the yard.
10. Why am I getting an error message after booking my appointment?
Opendock includes some system validations. If you enter an invalid information you will receive an error message. Review details and correct.
11. What are the statuses in Opendock:
Requested:
· When you FINALIZE or appointment or make changes in Opendock, you will receive an email with your Appointment Status indicating Requested
Confirmed:
· When all PO Numbers entered are valid, the Appointment Status will change to Confirmed
Correction Required:
· If all PO Numbers in the appointment are invalid, you will have to correct within 1 hour or by the cutoff time, whichever comes first, starting from the time of the original appointment.
· If you don’t make any changes or all the new changes are still all invalid, the appointment will be canceled after 1 hour from the original appointment, or by the cutoff time, whichever comes first.
Confirmed, with Errors:
· If your appointment includes errors (e.g. invalid PO Number) but has at least one valid PO Number, you will receive a Confirmed, with Errors email. You should update all errors.
Canceled:
· You may receive an Appointment Cancellation email for various reasons including:
o If you cancel an appointment in Opendock
o If you haven’t made corrections to appointments in Correction Required Status on time
o If you miss an appointment at Trillium
o If Trillium experiences a significant event preventing the building from operating properly
Appointment Reminders:
· You may receive email reminders of your upcoming appointments, the day before your appointment.
Post Cutoff Changes:
· You will receive this message if you make changes to appointments after the 2PM cutoff time.
Post Cutoff Changes, With Errors:
· You will receive this message if you make changes to appointments after the 2PM cutoff time, and the changes include errors.
12. What are the errors in Opendock:
Order Not Found:
· You may receive this error for various reasons including a mistyped PO Number. If the PO Number is accurate, contact LCBO Operations Analyst Sanchayan Jeganathan at sanchayan.jeganathan@lcbo.com.
Order already Shipped:
· You will receive this error if your PO Number was already received.
Shipment already on other Appointment:
· You will receive this error if your PO Number was used in another appointment.
13. Do I really need to address error messages? What happens if I don’t do anything?
Address all errors right away. Appointments with errors run a risk of automatic cancellation.
14. What do I do if I get an “Order Not Found” error?
Contact LCBO Operations Analyst Sanchayan Jeganathan at sanchayan.jeganathan@lcbo.com.
15. I have a lot of PO Numbers on my delivery. Do I need to include all of them on the appointment?
You must include at least one valid PO Number in the Trailer/Container.
16. What should I do if I get a Correction Required notification?
· This means all PO Numbers entered in the appointment are invalid. You will have to correct within 1 hour or by the cutoff time, whichever comes first, starting from the time of the original appointment.
· If you don’t make any changes or all the new changes are still all invalid, the appointment will be canceled after 1 hour from the original appointment, or by the cutoff time, whichever comes first.
17. Can I cancel or change my appointment?
Yes. If you must cancel, do so at least 2 hours BEFORE the appointment time. To cancel the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Cancel Appointment. A pop up will appear. Click Confirm Cancellation. Note that you can only cancel an appointment before the appointment time.
18. Opendock is not letting me cancel my appointment. What should I do?
This is likely because the appointment time has already passed. Wait until after 6PM -- The missed appointment should be cancelled by Trillium.
19. How can I reschedule my appointment?
If you must reschedule, do so BEFORE the appointment time. To reschedule the appointment: Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Reschedule Appointment. Follow the steps to Reschedule.
20. I missed my appointment, what do I need to do to rebook?
Missed appointments are recorded as a No Show. You will have to rebook your appointment to another date and time. Missed appointments are tracked and managed.
21. How do I edit appointments?
Go to the Get Started screen. Click Appointments on the top Right. Find the appointment. Click Edit Appointment. Make the change. Click SAVE CHANGES. Do not make any other changes until you receive the email notification and then refresh Opendock before clicking EDIT Appointment again.
22. If I have a scheduled appointment and Trillium can’t meet the commitment (e.g. snow clearing issues) will I be notified?
If Trillium experiences a significant event preventing the building from operating properly, you will receive a cancellation email for all your affected appointments.
23. Why am I receiving Appointment Reminder emails?
You will receive Appointment Reminders for appointments in 24 hours.
24. Why am I not getting any email notifications?
Notifications are sent to the email address associated with the Opendock account. If you do not receive any notifications, check your junk mail.
25. What is the best browser for Opendock?
Google Chrome is the recommend browser to use Opendock. You may experience issues if using outdated operating systems and unsupported browsers.
DELIVERIES AT TRILLIUM
1. Where is Trillium?
The Trillium facility is located at 205 Speirs Giffen Ave, in Caledon.
2. What do I need to have with me to enter the yard?
You will need to provide the following to enter the yard:
· Valid, government-issued photo identification
· Appointment Confirmation Number and Appointment Time
· Bill of Lading (BOL) – must be complete, accurate and legible
3. What if I arrive early or late?
You can enter the yard up to 30 minutes early or not more than 15 minutes late.
For emergencies, contact Trillium Shipping and Receiving:
· Cristina Roa at 289-824-4321 or cristina.roa@dhl.com
· Nataly Sookdeo at 289-824-4327 or nataly.sookdeo@dhl.com
4. What happens if there is an issue with my delivery?
If Trillium identifies any issues/discrepancies/load shifting/damage, this will be reported to and managed by the LCBO. This includes any:
· Defects identified during the inspection
· Visible holes, pests, animal droppings, pooling of liquids, and unusual odors
· Product or pallets that appear contaminated will not be accepted
· Unsecured cargo without cargo straps, load bars, or airbags, etc
· Drivers who fail to comply with Trillium policies and procedures
5. Can any size vehicle deliver the order?
Yes. All vehicle sizes/types can be accommodated at Trillium.
ADDITIONAL DDVP SPECIFIC QUESTIONS
1. I am an DDVP carrier. What do I need to do?
Review the above FAQs. You will need to enter a valid SOQ number from the Direct Delivery Vendor Portal (DDVP) into the PO Field in Opendock.
2. What happens if there is an issue with my shipment (including overages, Shortages, Substitutions, or wrong shipments)?
It is critical that you ship exactly what was ordered. If you are short inventory, then ship what is available. If you do have any of the inventory, contact store0974@lcbo.com and the order will be cancelled.
If Trillium identifies any issues/discrepancies/load shifting/damage, this will be reported to and managed by the LCBO. This includes:
· Any Substitutions/Overages/Wrong Shipments (Products not on an ASN will not be received at Trillium. You will be notified and requested to choose an option within 48 hours to either pickup a mis-ship at Trillium or have it destroyed on site. If you do not make a choice, it will be destroyed. If you choose to pickup and do not collect within 7 days, it will be destroyed
· Any defects identified during the inspection
· Any visible holes, pests, animal droppings, pooling of liquids, and unusual odors
· Any product or pallets that appear contaminated will not be accepted
· Any drivers who fail to comply with Trillium policies and procedures
3. How much time do I have to fulfill the order?
Once you receive the order through DDVP, you will have 14 days to fulfill the order. Note that if the delivery is not received at Trillium within 14 days the order will automatically be cancelled on the DDVP portal. Trillium will not accept any deliveries of cancelled orders.
4. Is there any flexibility if the vintage on the PO is different than the one shipped?
It is important that vendor shipments comply with all aspects of the Purchase Order and the LCBO’s packaging and labelling requirements. There will be no flexibility about any details of the Purchase Orders. If the Purchase Order is not shipped as requested it will have to be corrected with charges for the associated costs, that includes correcting the information on the cartons if they refer to the cancelled PO. Vendors must comply with the LCBO packaging and labelling standard posted on the Doing Business with LCBO website.
5. What are the packaging and labeling requirements for Trillium?
Vendors must comply with the LCBO packaging and labelling standard posted on the Doing Business with LCBO website. Case markings must match the active Purchase Order and item number.
ADDITIONAL ECOMMERCE KITTING SPECIFIC QUESTIONS
1. What details are required on the delivery paperwork?
Delivery paperwork should include the Value Add Item Numbers for each item being delivered. Your LCBO Category Manager will provide the Value Add Item Numbers.
2. What are the timelines for Value Add deliveries at Trillium?
There is a minimum lead time of 2 weeks prior to kit build. Exact lead times for the Value Adds will vary as they are dependent on the complexity and quantities of the kit. Your LCBO Category Manager will communicate the deadlines for each delivery. Failure to deliver a value add within the timelines provided will impact the release timing of the kit.
3. What if I don’t have all the inventory?
It is important to ship exactly what was ordered. If you are short of inventory, you can batch the deliveries to ship what is available, then book another appointment for the remaining stock.
4. What are the packaging and labeling requirements for Trillium?
Vendors must comply with the LCBO packaging and labelling standard when delivering products to Trillium.
Ecommerce Kits are shipped in the following standard box sizes. If a value add item will not fit in any of these boxes, please consult with your LCBO Category Manager for more information.
5. How do I deliver Gift Cards?
Gift cards must be delivered to Trillium’s Main Office, addressed to Kash Baldeo. Gift card deliveries DO NOT require an appointment. DO NOT deliver gift cards to the dock doors. If you have Gift Cards and other product, deliver the Gift Cards first to the Main Office, then afterwards deliver the other product to the docks. Note: You must ensure the Gift Card SKU numbers are including on the delivery paperwork (packing slip).
CUSTOMER SERVICE
1. Who can I contact if I have a problem and need help?
- · Trillium staff will provide assistance at the facility.
- · Inbound Carriers: Contact LCBO Operations Analyst Sanchayan Jeganathan at sanchayan.jeganathan@lcbo.com.
- · DDVP: Contact store0974@lcbo.com, located at Trillium and managed by LCBO’s Inventory Management team
- · Ecommerce Value Adds: For all other inquiries: Continue to work with your LCBO Category Manager