It is important to Roche that your electronic transactions fulfill the same expectation as previous phone and fax transactions. Therefore, we want to reiterate how our system will handle some specific types of criteria. By informing you, we hope that you can educate your purchasing department to know when to contact customer service to facilitate special accommodations for the occasional, extra-ordinary order.

If you have questions pertaining to the criteria below, please contact Roche Customer Service (800-428-5076) before transacting electronically so that a common understanding can be reached.

• Ship-to Code

When the account number is used as the ship-to code in the ANSI X12 data, the N1(ST)04 is used to determine address information and pricing on the order.

• Product ID

We ask that all customers make an effort to cleanse their product or catalog data with routine updates. Roche also utilizes other product code formats such as UPC and NDC.
For customers who utilize the services of GHX and the AllSource catalog, contact 1-800-YOUR-GHX. For all other customers, please contact Roche Customer Service (800-428-5076) for assistance.

Product ID/ Unit of Measure (UOM)
We ask that all providers make an effort to cleanse their data with routine updates.

Pricing and Terms
Roche does not process expected price or verify terms; this means that pricing and terms will be applied as defined in your contract (if applicable) and/or within Roche's system, not as requested on individual purchase orders. If you have questions or concerns about pricing or terms, contact Roche Customer Service (800-428-5076) before you begin transacting electronically.

Delivery Date
Roche's standard delivery default is five (5) business days on all orders received without a Requested Delivery Date. Although this is our standard, we strive to accommodate any delivery date request we receive. If your order requires delivery in a shorter time frame, Roche is willing to accommodate the Requested Delivery Date sent on the order. Please contact Roche Electronic Commerce Support Desk (Indianapolis.ecomm@roche.com or 800-428-5076) for assistance.

Restricted Use Only (RUO)
If your organization orders restricted use only (RUO) products, the order MUST ship to the address defined in Roche's system as per the terms of the agreement in order to comply with federal mandates.

Reserved Lots
If your organization has a reserved lot established for an account number, when you order specific products the reserved lot is pulled for shipment. When the reserved lot is depleted, the electronic order goes to workflow for manual intervention and another reserved lot is assigned. This only occurs on occasion, but may cause a delay in receiving an order confirmation.

Standing Orders/Scheduled Agreements
If your organization has a standing order established for an account number, then any order received electronically for that account number is assumed to be IN ADDITION TO the standing order or scheduled agreement. No changes can be made to standing orders or scheduled agreements via EDI. All changes to standing orders must be phoned or faxed.

Electronic Funds Transfer (EFT)
Roche encourages EFT for payment. To learn more about how to establish EFT payments with Roche visit the EFT page.

Workflow
Occasionally electronic orders require manual intervention before processing, Roche refers to the manual intervention as "workflow". Workflow occurs for numerous reasons, but is most often due to invalid product ids, unit of measure discrepancies, etc. If an electronic order is routed to Workflow the order confirmation could be delayed.

Transmission Turnaround Time
Roche strives to return your order confirmations within 2 hours, but workflow (described above) and general transmission times can cause delays with order confirmations and other transactions. If transacting via GHX, please recognize that several hand-offs are involved depending on your relationship and your possible involvement with buying groups