Request for Customer Credit Payment Frequently Asked Questions May 2008

2 FAQ’s Will Blue Tooth stay active or do you have to reboot? –Printer will shut off after 15 minutes and you will need to power on (2-3 seconds) Does the Blue Tooth shut off and on all day - have to turn on and off multiple times? –Yes Can I use account surveys or sell sheets to scan for product bar code? –Yes. The REX scan application is able to read UPC’s on product, Hershey brochures and sell sheets as long as the bar code is clear and legible. Can I order Intermec printer tape through Genco? –Yes. Replacement printer paper is available via the Sales Fulfillment order system, order # As the Intermec printer is a thermal printer, special paper is required that is not available via local office supply stores.

3 FAQ’s continued What steps do I follow if I get a printer error message? –You need to clear the printer queue and initiate printing again. See the RCCP Job Aid. What steps do I need to take if customer payment is still in “new” status? –Check MyPayments screen to see that you have “submitted” credit or deduction for payment –Check MyPayments screen to see that DSM / DSS have “authorized” payments that are over $999 What if my REX scan does not “read” the UPC codes from the Hershey brochures? –Check that you are scanning the item UPC or bar code and not the case UPC / bar codes.

4 FAQ’s continued How long will it take for a credit / deduction to “clear” in the system? –As long as you have submitted for payment and it has cleared based on the markdown policy then it will take 5-12 business days for a check to be issued, mailed and received by the customer. –This is an automated process. As soon as the credit is in “submitted” status, meets all the criteria for an approved credit and once rep synchronizes the handheld by 10pm EST, then the “check” or “deduction” is automatically initiated into the system for a credit to the customers. –Note: If credit / deduction exceeds $999, then it is submitted to your Manager for approval before finalized and submitted for payment. How can I determine if an account handles markdowns, unsalables and seasonal markdowns as a credit, deduction or by swell allowance? –Refer to the Customer Authorization List (CAL) by account for details and support information.

5 FAQ’s continued How do I enter the account “Sold To” number? –Changes have been made to enable retail team to enter/change Sold To’s. –Sold To will be validated after synchronization. –If Sold To is valid, no approval will be required. –If Sold To is invalid, payment request will be sent to manager for resolution. –If Sold To is blank, the payment request will be sent to manager for resolution. –When a Sold To is changed, the new Sold To will be applied to subsequent payments, but not to the payment request on which the change is made.

6 FAQ’s continued How will I note markdowns, by amount or markdown percent? –You can either use a a markdown amount ("Override Price" field) or a markdown percent can be used. Can I initiate a Request for Customer Credit Payment without starting the retail call? –Yes. What if I forget to capture the authorized signature for the credit with my customer? –If the signature field displays "-Not Signed-", the payment can be signed regardless of status. If the signature field displays "*Signed*", you cannot edit the signature regardless of the payment status.