Frequently asked questions: moving to OCLC billing and ordering services

Just as we centralized and consolidated ordering and support services to OCLC in July 2009, we will transition OCLC billing services to OCLC. Beginning in July 2012, you will receive your OCLC billing directly from OCLC. We are working together to make sure there are no interruptions to your invoices or your OCLC services during this transition.

Here are answers to some frequently asked questions about this transition to help you prepare for the change.

Jump to:

• General
• Account management
• Deposit accounts
• Group billing
• Services
• Contact

General

Why is my institution’s billing for OCLC services changing?

Consolidating and centralizing administrative services enables us to contain our costs and prices, while continuing to find new and innovative approaches to service delivery, training and support that best meet your needs.

When will this transition happen?

We will automatically begin the transition of billing for your OCLC services. You will receive your last OCLC invoice from your OCLC service partner in July 2012 for June 2012 services. If your library needs additional assistance with this transition, please contact Becky Hurley, Director of Order Services at OCLC, hurleyb@oclc.org, or at 1-800-848-5878, ext. 4316, and we will be happy to work with you. You may also contact orders@oclc.org.

What do I need to do now, if anything?

We will continue to keep you up to date on this transition. We are committed to making this transition a smooth one for every member. Your purchasing department may require administrative changes to transition your billing and/or deposit account to OCLC by June 30, 2012. You may also wish to set up an account on OCLC’s Online Service Center or open a deposit account with OCLC. You may also have remaining funds on deposit with your service partner; you will need to contact your service partner to request a refund or transfer these funds to OCLC.

When will I receive my library’s renewal notification for OCLC services, and who will provide it?

OCLC will mail renewal notifications for OCLC Cataloging, WorldCat Resource Sharing and Access to libraries in late March or early April.

Are there membership costs associated with OCLC billing?

No. There are no membership fees associated with the purchase of any OCLC product or service from OCLC.

Where can I find a list of the services that will be billed by OCLC?

You may view a list of OCLC’s services on the OCLC website.

In the future, how will I order services from my service partner?

To obtain a quote for any services from a service partner or to place an order, please contact your service partner.

In the future, how will I order OCLC services?

Effective July 1, 2012, please contact OCLC’s Order Services department at orders@oclc.org, or call them at 1-800-848-5878 to place orders for OCLC services. If you would like to obtain a quote for OCLC services, please send an e-mail to libservices@oclc.org.

What is the remit address for payments to OCLC?

The remit address is OCLC, Inc., #774412, 4412 Solutions Center, Chicago, IL 60677-4004.

Account management

What kinds of billing and account management services does OCLC provide?

OCLC offers member libraries online account management and billing services for all products and services through the Online Service Center (OSC). You can view usage details online and edit information about contacts, addresses, e-mails, etc. There is also a Billing Information section that provides online viewing and printing of invoices and statements.

If your organization does not already have an OSC account, you can set one up. If you need assistance accessing your account, a Customer Support consultant can assist you (1-800-848-5800 or support@oclc.org). 

Additionally, OCLC offers early payment discounts and access to your account information, invoices and statements online. OCLC will also continue to manage your annual subscriptions and will send you notification of renewals.

Where do I get my OCLC account number?

Your institution already has an account number with OCLC because you have been receiving OCLC services through your service partner. Once the billing transitions, your OCLC account number will appear on your OCLC invoice. You may also obtain your account number information in the OCLC Online Service Center, or by calling OCLC Customer Support at 1-800-848-5800.

How do I submit a purchase order, complete an OCLC agreement, or receive a sole source letter or W9?

OCLC can provide you with details on where to submit a purchase order or get you started on signing a new service agreement. You may download a W9 from the transition landing page. Please contact Becky Hurley at orders@oclc.org, or at 1-800-848-5878, ext. 4316 for any transition-related needs.

Will my invoice be mailed, or will I need to log in to the Online Service Center to download it?

You will receive your OCLC invoice in the same manner you have been receiving invoices from your service partner. If you currently receive invoices by e-mail from your partner, OCLC will e-mail your invoice. Similarly, if you receive your invoice in the mail, OCLC will mail your invoice. You may opt-out of paper invoices in OCLC’s Online Service Center. You will also receive an e-mail notifying you that your invoice is available. The e-mail will also include a link to the invoice. This e-mail will be sent to the billing contact you have designated for your account in the Online Service Center. You may update your billing contact in the Online Service Center.

Will the invoice show the date by when I must pay to receive the prompt pay discount?

Yes, the invoice shows the date by when you must pay to receive the prompt pay discount and the amount of the discount.

Does OCLC accept credit cards?

Yes, OCLC accepts American Express, Visa and MasterCard. There is no additional charge if you choose to pay by credit card.

Are there minimum and maximum amounts for credit card payments?

The maximum charge that can be paid with a credit card is $10,000 USD per transaction. There is no minimum.

Where can I learn more about how to use the OCLC Online Service Center, how to read my OCLC invoice or how to obtain billing support?

OCLC will provide webinars to assist you with the transition. These webinars will cover how to access your OCLC account via the OSC, how to read your OCLC invoice and how to obtain billing support from OCLC. Please visit the transition landing page to see the schedule or to listen to a previously recorded session. You may also view the Frequently Asked Questions about the OSC.

Deposit accounts

If my institution has a deposit account for OCLC services with our service partner, what happens with OCLC-allocated funds after June 30, 2012? Will the funds be transferred to OCLC automatically?

Remaining deposit funds for OCLC services will not be transferred to OCLC automatically. To transfer any remaining funds for OCLC services from your service partner to OCLC, you will need to contact your service partner to request the transfer. This transfer of funds will be made after your service partner has completed June billing for OCLC services in July. Your service partner will continue to manage deposit account funds for members after that date for the full range of its programs, services and products. 

Will OCLC automatically set up a deposit account for my library?

OCLC deposit accounts are optional. If you have remaining OCLC funds with your service partner and ask your service partner to transfer the funds to OCLC, OCLC will use those funds to open a deposit account after your service partner completes June 2012 billing. If you do not have remaining OCLC funds with your service partner, please see “How do I set up a deposit account with OCLC?” if you are interested in opening a deposit account with OCLC.

Should I set up a deposit account with OCLC?

Your library may choose whether or not to set up a Subscription Deposit account with OCLC. If you decide to participate in this optional program once your OCLC billing takes effect in July 2012, payment of monthly invoices will be automatically withdrawn from your subscription deposit balance and your library will earn a credit (currently earning 4% APR), based on the average daily balance of funds in the account over a one-month period. If you set up a deposit account with OCLC, it will not affect your membership or deposit account with your service partner.

How do I set up a deposit account with OCLC?

If you wish to establish a new OCLC Subscription Deposit account, please complete an OCLC deposit account form and submit it with a check to OCLC to open your deposit account. You may also wire funds to OCLC to establish your deposit account. OCLC cannot accept credit card payments to fund a deposit account.

If you are working with your service partner to transfer any remaining OCLC-allocated funds, you will not need to complete the OCLC form.

How soon do I need to set up a deposit account for the billing to begin in July?

You may set up an OCLC subscription deposit account at any time. If you would like this to begin with your July billing activity, funds must be on deposit with OCLC by July 31, 2012.

Is there a minimum balance required to open a deposit account?

No, OCLC does not require a minimum balance on its deposit accounts.

Does the prompt payment discount apply to deposit accounts?

OCLC’s prompt payment discount does not apply to deposit accounts. Deposit accounts earn a credit (currently 4% APR), based on the average daily balance of funds in the account over a one-month period.

Is it possible to set up a deposit account that does not pay interest?

No, all of OCLC’s deposit accounts earn a credit (currently 4% APR), based on the average daily balance of funds in the account over a one-month period.

Can I choose which OCLC services are charged against the deposit account?

Yes, when you set up the deposit account, you may indicate which services should be paid from the deposit account. You may choose to pay for other services under a separate account if you wish.

What happens if we deplete our funds in our deposit account?

OCLC does not notify you when your deposit account is depleted. Instead, you will need to monitor your deposit account balance each month when you receive your OCLC statement.

What happens to remaining deposit account funds at the end of the fiscal year?

Remaining deposit account funds carry over from year to year, available at anytime for your use; or, you may submit a written request to OCLC at anytime to request a refund of your deposit account funds.

Group billing

My library is part of a group or consortium; how will OCLC bill us?

Typically, OCLC billing is based on the individual institution unless an OCLC group purchase was made and billing for that group is being handled centrally. Any billing arrangements that are made for your group with your service partner prior to June 30, 2012 will remain intact. Please contact OCLC if your group billing arrangements change after June 30. If you have specific questions, please contact Becky Hurley, Director of Order Services at OCLC, at hurleyb@oclc.org, or 1-800-848-5878, ext. 4316. You may also contact orders@oclc.org.

My library subscribes to OCLC CatExpress through a group run by our service partner for the state; how will this affect me?

You will receive both the subscription renewal notification and the billing for CatExpress from OCLC. You will receive your renewal notice 60 days prior to your renewal date. For example, if your renewal date is in July, OCLC will send your renewal notice in May, and any overage billing for your July 2011 to June 2012 subscription will be invoiced by OCLC in August.

Services

What other services can I receive through my service partner?

Please visit your service partner’s website to view the full list of other services that will continue to be offered.

What other added-value services can I get through OCLC?

OCLC members have access to added-value services including:

• Customer support: OCLC has a team of professionals who can assist with any OCLC product or service area need. Contact them at 1-800-848-5800 or support@oclc.org.

• Training: Our goal is to make training available when and where you need it. All training is available through the OCLC Training Portal. The Portal provides you with access to training on all OCLC product and service areas, and you will see through this Portal that many OCLC Partners make their OCLC training available to you as well.

Contact

Who can I talk to about OCLC billing, ordering or transition questions?

OCLC has focused our support efforts throughout the organization to provide you with personal assistance to make this change possible. For assistance, please contact Becky Hurley, Director of Order Services at 1-800-848-5878, ext. 4316, or contact Order Services at orders@oclc.org.

Our priority is to assist you with this transition. There are other partners making this billing transition at the same time, and OCLC’s team is committed to making this a smooth and easy transition for every OCLC member affected by these changes.

If you have questions about your service partner account, please contact your service partner.

Who should I contact with questions about my invoice?

Please contact your service partner with questions about your invoice.

After July 1, 2012, please contact OCLC with questions about your OCLC services invoice by calling 1-800-848-5800 +1+2 or sending an e-mail to acctsrec@oclc.org. Please continue to contact your service partner for questions about their invoice for their services.