Safeway Service Provider Questions

Click on the question to view answers. You may also want to take a look at the Resource Center which has several online, how-to videos.

I supply parts to Safeway, should I join the WON?

Safeway has asked that suppliers join the WON as well. Since suppliers do not often enter the store, using the proof of delivery (POD), such as a waybill, in lieu of store stamp/signature is perfectly acceptable. For more information, please contact Steve Potts, Parts Sourcing Supervisor at: steve.potts2@safeway.com.

What do I do about work orders that I have in the old system?

Continue to use your current process until the end of the day on 3/26, at that time work orders that are still pending or completed and still need you to submit an invoice will be sent to your WorkTrack system automatically.

Will the stores print out the WON Service Requests for our techs at the store?

No. You should send your own copy with the Tech. The stamp does not need to go on the WON Service request copy as long as you attach it online or fax it back with a print of the request using fax to attach. You can do this later as long as you complete the service request on the day that the work is done.

My techs send in their work orders at the end of the week. How am I supposed to handle that?

You can use fax to attach to get all the supporting documents into the WON when they come in. Be sure to include a copy of the WON service request in front of your paper so that it goes to the right place. You should complete work orders in WorkTrack on the day that they are done. If you cannot for some reason, you can set the completion date in the past if you complete the service requests manually.

What is P-card?

PCard acts like a business Visa. You submit for payment electronically after receiving authorization from Safeway. If you would like to get on the P-card program you can contact Cheryl Mielnicki - Cheryl.mielnicki@safeway.com.

Will payment be quicker?

Yes. Connected providers will get paid faster.

Will payment be auto transfer, or still hard copy check?

In the short term, you will be paid in the same way that you are paid now.

How do I get non-emergency alerts after hours and on weekends?

Since alerts are email based you can set one of the alert email addresses to a mobile device or home email account.

I do work for Safeway, what happens in the event of an after-hours emergency?

When emergencies occur after-hours, you will be called directly from the store or an answering service. In the event of a true emergency, please respond ASAP. If they have not already, after contacting you, the store manager will create the service request. You can accept and complete the request at your earliest convenience.

During an after-hours emergency, if the NTE will be exceeded, it is expected that the provider will only do what is required, and that resources/payment will be sorted out on the next business day with Safeway. In some cases (if fixing the issue will incur a large increase to the NTE) implementing a temporary fix to get the store to the next business day is appropriate and preferred.

How do I get notified if the Internet is down at my office?

The WON will still send alerts. If you do not have a stable Internet connection it your office, you may consider having alerts sent to email enabled phones in addition to the office email address.

Can we have different logins and alerts for billing and dispatching?

No. WorkTrack service provide comes with a single login that can be shared, and all alerts go to all the alert addresses you set up.

Is there a manual?

When you register, you will receive a welcome kit which contains a quick start guide that has the information on performing system basics. This comes on cardstock and is laminated so you can leave it by the PC for later reference. As well, please check out the information available on provider.worktrack.com. Lastly, we are exploring the possibility of putting together a short manual with this information. If we do, we will send you a note through the WorkTrack system on how to access it.

Is there a limit on the service radius we can travel from the main office?

As a provider, when you sign up for the Work Order Network you can enter your service radius. Enter in a rough number in miles up to 1000 miles. If you want to refine this later, as you perform work in multiple states/provinces, please contact Corrigo via the support page at http://provider.worktrack.com website and we can configure your service area down to the Zip/postal code.

We already use electronic work orders with Safeway, do we have to use the fax system for completion?

No. If you are already approved to use electronic work orders with Safeway, you will be able to attach an electronic copy of the work order to the service request in WorkTrack. You will also need to complete the request in WorkTrack Service Provider.

Can I get the store stamp on my work order, or does it have to be on the WON Service Request?

You can get the stamp and signature on your own paper. You can fax that in with the WON Service request using fax to attach, or you can scan it and attach to the Request and complete it online.

Do we have to use the fax system for completion?

No. You can scan the signed, stamped work order and attach this electronic copy of the work order to the service request in WorkTrack. You will also need to complete the request in WorkTrack Service Provider.

What if I am unable to get the store stamp and signature back to you in 24 hours of completion?

Please complete the service request online as soon as possible. The signed/stamp ticket can be attached later. If you don’t get a signed/stamped ticket is will likely result in delaying payment approval of your invoice.

Can the technicians fax the service request from the site?

Technicians can fax to complete from any fax machine that they have access to.

Can you fax more than one service request at a time for completion?

Yes multiple service requests can be faxed together. This means you can fax a stack of work tickets and supporting documents as long as the work ticket form with the bar code is in front of the supporting docs.

Why do providers need paper work orders?

Safeway has elected to continue the process of work verification with a store stamp and signature.

How will PMs/Schedule service be handled?

If the PMs or schedules are in Safeway's system (Safeway generates the PMs and then sends them to you as service requests) they will continue to function as they do today. On the other hand, if you are on a service contract and you self-schedule, then, for the time being, this will stay as it is. Safeway may choose to set up a monthly billing work order for you to submit your invoice(s) against. If you have additional questions, please contact Mary Ahumada.

Is it still necessary to submit and invoice if the work performed is covered by a service contract or warranty?

Please submit a $0 invoice with a single line item. On submission, a question about warranty/contracts will appear. Mark the warranty type as "Contract". Submitting an invoice, even a $0 one helps us close out the work request.

Can 2 different types of tax be collected separately? (Canadian Tax Question)

For Canadian Service Providers, when you add tax, you will be asked to choose the proper tax type and then you will fill in the amount collected for that tax. You can add a second tax type if appropriate.

Is there a way to default the tax rate or allow us to input a tax amount instead of calculating the tax from a rate?

U.S. Service Providers using WorkTrack have a single tax rate that is calculated. If you upgrade to WorkTrack Service Management, multiple tax jurisdictions and their corresponding rates can be added to the system.

What happens if an invoice is submitted in error and we need to make a change?

Send a message to Safeway through the system which will flag the WO/Invoice. Describe what you need to do. Safeway will change the status of the invoice, un-locking it for editing. When you are ready, re-submit the invoice.

What are the acceptable response times for repairs?

It depends on the priority of the work request: Emergencies need to be responded by phone within 2 hours and in person within four hours. Urgent work requires same day service. If it’s late in the day, please call store and confirm that they’re willing to pay OT for urgent work. Non-Urgent work has a turnaround time of 24-48 hours. It is fine to schedule non-urgent work further into the future as long as you have an agreement with the store. Please make sure to record the appointment in the work request.

I did this work already, should I back date the completion?

Service requests should be complete on the day they are done. Since the system is real time, you will only be able to back date as far as your last update action. So for example requests from the old system cannot be backdated earlier than the date you accepted the work. For those you can just make a note in the work done description indicating the completion date.

Do all WO requests have to receive a Quote and, subsequently, approval?

A quote is only needed if Safeway requests that you provide a quote; or, in case you are going to bust the assigned Not to Exceed (NTE) amount.

Do we need to submit our paper quotes/estimates or do we just fill out the quote form online?

It depends on the detail required. You must fill out the quote amount and provide some description. That’s the minimum. If the quote requires additional detail, please provide it by attaching a quote form. Safeway’s standard quote form can be found at: http://suppliers.safeway.com/usa/service_supplier.asp.

If a tech is on-site, do they need to wait for NTE increase approval?

In most cases, when a tech is on site, a verbal NTE will be sufficient. In order to accomplish this most efficiently the tech must call the RFSC at: 623-869-3110.

Just to confirm, when my tech completes a work request, I fax the signed & stamped work ticket along with the invoice?

You do not need to send or attach the invoice. The online invoice form becomes your invoice. Put all invoice information into the online invoice form. Paper invoices are no longer necessary.

Do I submit our invoice? or only the invoice number on the online invoice form?

You must fill out the online invoice form and then submit it. Enter in your own, internal invoice number (from your A/P system) in to the online invoice form. If you do not have an invoice number, you may use the Work Order number. Note: all invoice numbers must be unique. Your company cannot use the same invoice number twice with Safeway.

Do we need to enter in each line of material or one line for a total material $.

Please list all major parts and distinct labor as individual line items. Small parts (e.g.: nuts, bolts) may be grouped on a single line item. If you have a parts schedule setup with Safeway then the part numbers will be pulled from the parts list.

What do I do about these requests with $0 NTE?

Service Requests that were created prior to the cut-over and some Preventive Maintenance work orders may still have a zero dollar NTE value. These should be submitted over the Work Order Network according to you previously agreed upon NTE procedures with Safeway. Requests coming in since 3/29 should all have an NTE value and you should follow the new procedure on those.