Program Overview
Indigo expects vendors to comply with the guidelines and requirements detailed in our vendor manual. Non-compliance with these requirements disrupts Indigo’s supply chain processes, thus affecting the high level of service we strive to deliver to our customers. Our vendor compliance policy is intended to recover incremental costs incurred by Indigo because of such non-compliance.
In the event a non-compliant shipment cannot be accepted, Indigo reserves the right to reject the shipment. In those instances, the vendor will be responsible for:
• All transportation and storage charges related to the rejected shipment.
• Arranging pick-up of the rejected freight within seven (7) calendar days of such notification being sent by Indigo. Indigo reserves the right to dispose of the goods if pickup arrangements have not been made by the vendor within the 7 days. This policy applies to all our warehouses and stores within Canada.
Compliance Chargeback
These deductions occur if a PO does not meet indigo's standards and requirements outlined in our vendor manual and packing guidelines.
All Non-Compliance chargebacks are transmitted through the Traverse Compliance Vendor portal https://idg.traversesystems.com When a chargeback is received, Traverse will send an email notification to all traverse users on your vendor profile with the charge detail.
In the Traverse portal you can look up your chargeback number and at the bottom of the chargeback, in the REPORTS tab, is a .pdf file with the backup information of the charge including the DOCS&PICS tab which may also have corresponding pictures of the issue too.
Disputing a charge in Traverse
If you find a charge is invalid, you have 60 days to dispute a chargeback on the portal with supporting documents. If a dispute is not submitted within the 60-day period, the charge will remain valid. Disputes will only be accepted via the portal and not by email. Disputes must include supporting documentation to be processed.
Please also note that once submitted, disputes can take up to 60 days for a resolution to be posted. All updates will be transmitted through the Traverse portal.
Accessing Traverse: If you are unable to access your Traverse account or require updates to be made to your Traverse contact list, please submit the Vendor Onboarding Support form, selecting Traverse Compliance Portal Access from the dropdown.
For further assistance please submit a Vendor Deductions Support form, selecting Chargebacks Disputes & Reversals.