Henry Schein Customers FAQs

VERSION 4.0 - 16TH NOVEMBER 2023

FREQUENTLY ASKED QUESTIONS Q1: IS IT SAFE TO PLACE ORDERS ON HENRYSCHEIN.CO.UK? Yes. We have engaged leading third-party forensic and cybersecurity experts to assist and advise us. Before any system is re-activated, we undertake a series of security testing and scans.

Customers are recommended to reset their passwords upon reusing the website. If you have any difficulties, please contact Customer Services on 0800 028 1533 or email us on uk.customerservices@henryschein.co.uk Q2: WHEN WILL ALL FUNCTIONS OF THE WEBSITE RETURN? All product ordering is available. We are working to restore all functions and integrations of our website.

Currently AVAILABLE functions: All pricing and promotions Stock availability Live chat - some of the information may be incorrect Bespoke customer catalogues Shopping lists Flyers and catalogues available: click HERE to view Order history is available for orders placed PRIOR TO 13 October.

Open baskets as of 13 October are all still available Control of Substances Hazardous to Health Regulations (COSHH) data sheets are available Approvals – See Q7 below Rewards customers can still access the Rewards site from henryschein.co.uk. Please note that points balances have not been updated since 1 October. All points for October and November will be added in December (pending our systems being fully restored).

Punch out – see Q10 below for more information Currently UNAVAILABLE functions: Comments box – no longer available. If you have a query on your order, please contact Customer Services on uk.customerservices@henryschein.co.uk or 0800 028 1533 Budgets – see Q8 below Historical statements and invoices Reporting capabilities New accounts – unfortunately we cannot yet create new accounts or override delivery addresses Online payment of outstanding balance - see Q14 below Recurring orders – see Q9 below Order status (will only show as ‘processing’) – see Q5 below Refunds for returns cannot be processed yet Rewards members’ monthly offers are not yet available to view We will continue to roll out additional functions as they become available.

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Q3: WILL PRICES FOR ORDERS PLACED SINCE 13 OCTOBER BE CORRECT? Yes, all prices are correct and include discount where applicable.

Q4: WILL ORDERS ON HENRYSCHEIN.CO.UK BE PROCESSED THE SAME DAY? Our distribution centres are operating as normal and the expected delivery time is 1-2 business days.

Q5: IS ORDER STATUS AVAILABLE? Order status will not currently update. It will show as ‘order processing’ even if it has been despatched and will stay that way until our systems are up again: Q6: CAN I VIEW MY ORDER HISTORY? Order history is only available for orders placed PRIOR TO 13 October. Items may still show as backorders despite being sent. This will update when all our systems are fully restored.

Q7: WILL APPROVALS WORK? Approvals will work. Any open orders prior to 13 October can still be approved or cancelled.

Q8: CAN I STILL USE THE BUDGET FACILITY? As no order history is available since 13 October it is advisable NOT to use the budget facility at this time and restart when all our systems are restored. We hope it will be available from 1 December.

Q9: WHEN WILL I GET MY RECURRING ORDERS? Recurring orders have been stopped since 13 October to prevent duplication. We will restart them when our systems are restored.

Q10: WHAT IS THE IMPACT ON “PUNCH OUT” WEBSITES? Punch out to our website from third party purchasing systems is now available. However, no other electronic ordering platforms are available.

Q11: CAN I OPEN A NEW ACCOUNT OR CREATE A NEW DELIVERY ADDRESS FOR MY ACCOUNT? At this time we cannot create new accounts or override delivery addresses.

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Q12: CAN I SEE STOCK AVAILABILITY? Yes, stock availability shows on the website:

Q13: CAN CUSTOMERS WITHOUT A VALIDATED ACCOUNT PAY UPFRONT FOR THEIR ORDERS ON HENRYCHEIN.CO.UK? No. Customers without an account cannot place an order until we are fully operational.

Q14: HOW CAN I PAY MY OUTSTANDING BALANCE? Online payments are only available for pay upfront customers currently. Direct debit payments will be collected on 20 November and thereafter on the 20th of each month.

BACS payments are preferred at this time.

Q15: CAN I VIEW MY ACCOUNT STATUS? This function is not available.

Q16: WHEN WILL I RECEIVE MY OCTOBER AND NOVEMBER STATEMENTS? Customers will receive one statement in early December, dated 30 November 2023, which will contain all open transactions as at that date.

Q17: WHAT WILL PAYMENT TERMS BE? Payment terms will be from the date of your invoice (not date of delivery).

If you have any queries or need assistance to reset your password, please contact Customer Services on uk.customerservices@henryschein.co.uk or call 0800 028 1533

Thank you for your patience and understanding. We apologise for any inconvenience the website outage may have caused. Our team is working hard to resolve all the issues and restore full functionality as quickly as possible.

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