Frequently Asked Questions For Suppliers

All information is current as at May 2020. As this platform evolves, including in response to retailer and supplier feedback, this information may become outdated.


What is AUR DIRECT & Chargeback Plus?

AUR DIRECT is an internet-enabled upgrade for all retailers and suppliers choosing to trade via the current Chargeback Plus process; this is available to retailers or suppliers at no additional cost. 

AUR DIRECT leverages technology to replace paper-based (or verbal) Chargeback Plus transactions with electronic messaging. This improves accuracy, timeliness, transparency, traceability, and trading insights.

AUR DIRECT aims to save retailers and suppliers significant administration time, and also to make the finding and selection of great local Chargeback Plus products easier for retailers.

How does AUR DIRECT Work for Suppliers?

The new AUR DIRECT platform automates seven key steps in the current Chargeback Plus process:

Host Confirm Order/
Invoice Claim

Chargeback Plus suppliers are encouraged to make products available online, for retailers to easily search, compare and select additional local products they may want to range alongside their store’s current core ranging.

Through the new AUR DIRECT web-portal, orders can be placed directly. Retailers may also elect to have Chargeback Plus products hosted-down to their point-of-sale / back-office system (POS/BOS). All ‘Hosted’ Chargeback Plus products can then be ordered just like any other product – either directly through the store POS/BOS or uploaded via a shelf-edge label scan.

The new AUR DIRECT system takes a single store order and automatically splits it into separate orders for each Chargeback Plus supplier. Orders are sent automatically, and order confirmations, modifications, and aligned line-level invoices flow electronically between the retailer and each supplier.

All quantities, values and actions are date-stamped and authored, and if necessary, a retailer can raise a claim on the supplier through the system.

What are the benefits of AUR DIRECT for Suppliers?

There are benefits for suppliers at each step of the process.

Supplier Benefits steps:
This is the opportunity for you to add a major new sales channel! Showcase your products to all the Chargeback Plus retailers you want to reach.
Host All Chargeback Plus products hosted into the retailers back-office systems for easy ordering.
Confirm Retailers will place their order via RF units. All orders are routed to the right supplier, and you will receive full line-level detail and date/time recording. Supplier Turn In Order capability is available.
Send electronic order confirmations or suggested order modifications.
Invoice Maintain surety of payment, and improve accuracy, timeliness and ease of processing with electronic invoices that always match order line-level supplier codes, quantities and buy-price(s). Take advantage of new EDI links to flow data directly into and out of your systems.
Claim Be advised of any issues promptly, with full transparency of order and line-level detail and timings.

Is Chargeback Plus optional?

Yes. Chargeback Plus is optional for both retailers and suppliers. AUR DIRECT is just an internet-enabled platform for retailers and suppliers on Chargeback Plus. This is available at no additional cost to retailers or suppliers.

Other Frequently Asked Questions

Ranging Policy & Control

1. Are AUR DIRECT products included in planograms?

There is no change from the current approach. All current ‘Core’ products are included in planograms, while Chargeback Plus products are not included in planograms. Planograms can include Chargeback Plus products in recognition that all retailers want to tailor their store ranges uniquely, to best reflect the needs of local communities and to best differentiate their retail offer.

Ordering, Invoicing & Delivery

2. How can orders be placed through AUR DIRECT?

There are multiple options for Retailers to order product. Retailers can choose the easiest for their unique circumstances. 

Orders can be placed:

a) by the retailer, through a shelf-edge label scan

b) by a supplier – if authorised by the retailer – via the placement of a ‘turn-in order’ through the new web-portal

AUR DIRECT allows retailers to place an order across multiple suppliers, the platform will automatically route orders correctly to the appropriate supplier. 

Suppliers will therefore receive orders in one consistent electronic web format, with all appropriate order and line level detail. AUR has also built Electronic Data Integration (EDI) capability into the new platform and looks forward to working with suppliers to extend connectivity directly into suppliers’ systems. Clearly this depends on each suppliers’ systems maturity and configuration.

3. How can Suppliers confirm willingness and ability to supply, and then raise invoices?

The AUR DIRECT web-portal has been configured to allow suppliers to manage all orders from retailers in a simple way. This includes order acknowledgement, order adjustment requests based on the supplier’s ability to supply, order confirmation, and the raising of electronic invoices corresponding to each fulfilled order.  As with the order process above, EDI capability connecting into supplier systems has also been built for handling both order confirmation and electronic invoices.

4. What additional data insights may be available through AUR DIRECT?

An advantage of AUR DIRECT will be better availability of data on the trading performance of Chargeback Plus products. This is unlikely to be available in a meaningful sense from the first days of operation. The new platform will need to accumulate trading data over time, but ultimately it should provide both retailers and suppliers with greater insights to inform their decision-making. All feedback from suppliers on what data insights will be most valuable is welcomed and encouraged to be sent through to the AUR DIRECT Team.

5. Will AUR DIRECT allow Retailers to see all product options within a category?

Yes, this is an advantage of the new AUR DIRECT platform, subject to the depth of range offered by suppliers on the site. If a retailer is looking for a certain product or product category important to their local demographic and community, all listed options from all suppliers servicing the relevant store can be found. All products on the AUR DIRECT platform will be categorised with filters intended to enable retailers to locate the products they want quickly and easily.

6. Will a Supplier-representative still be able to place an order in store?

Yes. AUR DIRECT includes supplier ‘Turn In Order’ capability through the web portal. To facilitate this, the retailer must grant access to the supplier. 

We are also investigating opportunities to enable integrated turn-in orders for suppliers who already have existing turn-in order system capability.  Again this will depend on each suppliers’ systems maturity and configuration.

7. Can Suppliers set a minimum order quantity, and how will this work?

Suppliers do have the ability to set a minimum order value per store per day across all lines from their range. The retailer will be alerted if total orders for a supplier do not exceed the minimum threshold and can take whatever action the retailer decides.  This is only a “soft-warning” in the system and ultimately allows the supplier to decide whether to proceed fulfilling the order or not.

8. How does the system deal with delivery time frames?

AUR DIRECT does not attempt to manage delivery windows, in the way an end-consumer grocery eCommerce offer may allow customers to choose a specific delivery window. AUR DIRECT  allows a supplier to provide descriptive delivery information to retailers through a supplier profile page. This may include content on latest order cut-off times for same day or next day dispatch, and anticipated delivery lead times by location.

9. What trading rules and standards will AUR impose?

All Chargeback Plus suppliers are required to sign-up to trading terms & conditions. AUR reserves the right to suspend or remove suppliers not behaving appropriately.

Fees & Pricing

10. What are the costs of using AUR Direct for suppliers?

There are no changes to suppliers’ current Chargeback Plus trading terms or arrangements. AUR Direct is an upgrade for all Chargeback Plus suppliers available at no additional cost.  For suppliers new to Chargeback Plus, trading terms are available through the AUR Direct Team (contact details at the end of this document).

The AUR Direct web-portal displays purchase prices on all products, recommended retail prices and the calculated Gross Profit percentages based on these two prices. The purchase price retailers see must be a transparent price from suppliers with no further fees.

11. What are the costs of using AUR Direct for Retailers?

There are no changes to retailers’ current Chargeback Plus trading terms or arrangements. AUR Direct is an upgrade for all retailers available at no additional cost.

12. What if a Supplier has already negotiated a Retailer-specific price with a Retailer outside Charge Through?

There is no obligation on retailers or suppliers to trade through AUR Direct, but AUR has developed the AUR Direct platform to support retailer-specific pricing should retailers and suppliers want to access the benefits of the new platform for directly negotiated deals.

AUR Direct shows a purchase price and a recommended retail price for each product, and the purchase price may be adjusted by the supplier to be a retailer-specific purchase price to reflect a unique deal negotiated between the retailer and supplier.

13. Will AUR Direct show a Recommended Retail Price?

AUR Direct will offer a product purchase price to retailers – either the supplier’s list price or the supplier’s retailer-specific deal price. AUR Direct will also display the supplier’s Recommended Retail Price (RRP) and show retailers the associated Gross Profit percentage on the product.

14. How frequently can suppliers update prices?

Suppliers can update pricing and offers through AUR Direct – downwards for periodic promotions, and potentially upwards for long-term price increases – at any stage, but AUR Direct will align with existing practice of providing a lead time to host any price changes down to retailer’s systems, with a 14-day lead time required.  For fresh products, invoice prices may change daily based on market conditions as per current business practices, and AUR Direct will continue to host a nominal list price as managed by the supplier.


15. Will AUR Direct facilitate promotions?

AUR Direct has rich promotions capability inherent in the SAP-Hybris platform. This will allow suppliers to offer periodic promotions on a dollar-off and percentage-off basis, and in a flexible manner. 

16. Will products on AUR Direct be featured on promotion in the catalogue?

Governance of product selection for promotions will not change AUR Direct. AUR will mirror in AUR DIRECT the promotions approach currently supported by PROMIS.

Technical Capability

17. What technical capability is needed?

All suppliers need is an up-to-date internet browser to access the AUR Direct web portal – eg. Chrome 58 onwards, Internet Explorer 10 onwards, Safari 10 onwards and Firefox 53 onwards.

Suppliers should note that a retailer’s point-of-sale and back-office system (POS/BOS) must support version 7 file transfer (Host v7) for retailer access to all integration features of AUR DIRECT. Host v7 enables:

a) ChargeBack Plus product hosting to a retailer’s POS/BOS (including price updates and 8-digit item codes);

b) a single store order from POS/BOS being split and routed to multiple suppliers;

c) electronic invoicing back to POS/BOS.

Retailers on the earlier Host v5 will have access to AUR DIRECT products through the web portal, but they will not be able to host ChargeBack Plus products to POS/BOS. They will be able to place orders online but not from BOS, and they will be able to view invoices in the web portal (but not receive them back into POS/BOS).

18. Can AUR Direct integrate into supplier systems?

As mentioned previously, AUR has built Electronic Data Integration (EDI) capability into the new platform catering for orders, order confirmations & invoices, and looks forward to working with suppliers to extend connectivity directly into suppliers’ systems.

 We are also investigating opportunities to enable integrated turn-in orders for suppliers who already have existing turn-in order system capability.  Clearly all of these options depend on each suppliers’ systems maturity and configuration.

Next Steps

19. When will Retailers start buying product through AUR DIRECT?

The technology is now available and has been tested with AUR IT Team as well as couple of pilot suppliers. 

It is anticipated retailers will transition to the AUR DIRECT platform from [Anticipated start date].

20. When can suppliers set up their range and offers to trade on AUR DIRECT?

AUR DIRECT is available to all suppliers now, with many thousands of products already loaded.

For suppliers with existing AUR DIRECT accounts, the process is:

a) AUR configures the supplier as a trading entity on AUR DIRECT

b) Supplier is notified to login and verify its account details

c) Supplier can set up users, assign permissions, and populate a company profile page

d) AUR provides supplier with a Hosting Template for upload of product content

e) Supplier populates the Hosting Template, and bulk imports their product data to AUR DIRECT

f) Supplier completes other product catalogue details – uploading product images and list prices

g) Supplier updates any customer-specific pricing, and loads any opening promotions & discounts

h) AUR reviews and approves products which are then made live on the site and ready to trade

The agreed terms for Chargeback Plus trade continue to be applied in AUR’s financial systems and held separately from the AUR Direct platform.

For suppliers not previously trading on Chargeback Plus, the process is similar but these suppliers will first need to be set up in AUR’s financial systems as a trading entity, and to negotiate terms for Chargeback plus trade.  Suppliers should contact the AUR DIRECT Team to start this process (contact details at the end of this document).

Change Impact Summary

21. What changes should be expected to supplier processes for AUR Direct?

The table below shows key change areas for suppliers. Suppliers should consider where these tasks sit in their business today, and how roles and processes may change with AUR Direct

Data Specifications

22. What data will be required to load a product to AUR Direct?

23. Suppliers can publish a wide range information about their products from core data (product description, pack size, GTIN, etc) through to extended consumer data (nutritional, allergen, marketing content, etc).

A minimum sub-set of data is required for an item to appear and be traded on Automated Charge Through.  The list below identifies mandatory fields that must be populated for each product:

  • Product Description
  • APN & TUN Code 
  • Pack Size
  • Price (known as an Offer)
  • Product Image

Optional Data elements include:

  • Supplier Product Codes
  • Nutritional Data
  • Allergen Information
  • Marketing Messages

For suppliers to maximise their sales potential, products should look as good as possible on the site.  AUR Direct has minimum product image specifications as follows:

  • Minimum 1000 x 1000 pixels
  • White Background
  • Front Pack Shot
  • 2D Image
  • Product fills the canvas with 5-10 pixel border
  • 300dpi Minimum
  • RGB Colour profile
  • JPG Format

Key Contacts

24. How do I get further information?

For all questions regarding the new AUR DIRECT platform and Chargeback Plus please contact the AUR DIRECT Team. 

Nic Ciampa
Directs Manager
Australian United Retailers Ltd.
P: +61 3 9809 8612
M: +61 437 431 528
Victoria Italiano
Trainee Directs Buyer
Australian United Retailers Ltd.
P: +61 3 9809 8624


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