Frequently Asked Questions
User ID / Password
Registration
Pricing
Orders
Order Status
Certificates
Inventory Usage (Consignment Customers
Only)
Are my user ID and password case sensitive?
Yes, your user ID and password are case sensitive.
I am a registered user for both SABIC Innovative Plastics America and SABIC Innovative Plastics Europe,
if I change my password on the North America site, will this also change my password for the European site?
Yes, all userid's and passwords are stored in a global database, so if you change your password on the
North American site the new password is then also applicable for the European website.
Why do more than one of the same address show up when
I try to register?
Some of our users have multiple entries in our back-end systems to represent
their multiple banks...
Why does the system keep asking if I'm a New Customer
after I fill in my company information?
The system checks the information you provided against the information
in our back-end system. It checks the first 3 characters of your company
name and your zip code. If you are still having problems, call your customer
service representative listed on the Contact
Us page.
How do I enter my correct price?
On the shopping cart page select the Other Requests drop down box and
choose "I've been quoted a different price". This option will take you
to the Quoted Price screen that will allow you to enter your expected
price.
Why isn't the correct Pricing Agreement given as a
choice?
This sometimes occurs if an agreement is in the process of being updated,
or there is a delay in the entry of the pricing agreement to the system.
When placing your order(s), if you note an expected price vs. the price
you were quoted - our E-Support team will be notified immediately to help
resolve the issue.
How do I create an order template?
Enter an order as you normally would, adding all the items that you would
like to save on the template. On the full Shopping Cart screen, where
you see the "Submit" button, you will have the option to press another
button labeled "Save as template." A pop-up box will display asking you
to name the template and to indicate if you would like to save your entered
PO with the template. Remember to name your template so that you easily
recognize it later when selecting it to load to the shopping cart. You
may now either "Submit" the order that you entered or "Delete All Items"
on your shopping cart if you would like to submit your template order
at a later time.
That's it! The next time you go to either "Order Wizard" or "Order Now,"
you will be able to select from your templates (you can store up to 10).
Once you select a template, you will be asked if you would like to load
each line on the template or only a subset of the lines that you saved
to the template. The saved order lines will then automatically load to
your Shopping Cart and calculate all of the availability dates and pricing
at one time. Remember to check for End User pricing on each line to verify
that your pricing is as you expected (End User selected when saving the
template will load to the shopping cart). You will have all of the normal
order line options available to you that are offered when selecting one
product at a time to add to your Shopping Cart.
What does the Recalculate button in the "Shopping
Cart" do?
This button recalculates the price and availability of items in your shopping
cart. This would be useful for a customer who has left items in their
shopping cart over a period of time. When a customer puts something into
their shopping cart, it stays there until it is ordered, cancelled or
modified.
For example, you put a product in your shopping cart on Mar-15th, but
didn't order it. You then log off and don't log back in until April-7th.
That product would still be in your shopping cart. You would want to click
the "recalculate button" to recalculate the pricing on that product in
case that there was a pricing or availability change in the last 3 weeks.
What does the message We are unable to process
your request electronically due to a problem with your ordered product.
For assistance, please refer to the "Contact Us" page mean?
This message is generated when the system could not find any available
product based on your criteria. We encourage you to contact your normal
Customer Service Representative and discuss the order with them. They
will be able to assist you.
Why do I sometimes see an item in my shopping cart
when I click Order Now?
If you place an item in your shopping cart, but do not click "Submit Order",
that item will remain in your shopping cart. You can add more items to
your shopping cart by clicking "Add New Item". To clear your shopping
cart, either click "Submit Order" to purchase the items or click "Delete
All Items" which will remove all items from your Shopping Cart.
Why do my older shipped orders not appear on the Order
Status Report?
Any order that was shipped over 21 days ago is no longer displayed on
the Order Status Report. However, this order will be shown on the Buying
History Report.
What is the difference between Table and Calendar?
The table shows an overview of all order lines under your chosen search
criteria (e.g. all confirmed orders).
The calendar displays a nice overview of when the customer can expect
deliveries by PO number/SABIC order # or Grade/colour.
I don't know my full lot number, can I search for
a partial lot number?
All the searches under Certificates append a wild card to the end of your
search string. In other words, if you search for lot ABC, all lots starting
with ABC will be displayed. You can also place your own wild card, the
percent sign (%), in the search string. If you enter %03457, the site
will search for all lots that have the string 03457 in it.
Why is the Available Qty not being reduced when I
submit an order from Inventory Usage?
The Available Qty is not reduced until the order is shipped.
