FAQ'S

  1. I want to create a new online account for a colleague?
    • Log onto www.south-eastern.com.au
    • Go to Request an Account and Click “Request Account”
    • Complete the requested fields
    • NB – you must select an “Account Request” Option
    • Press Request an Account
    • You will receive an email stating that you request has been submitted
    • Our accounts department will then forward you your website user name and password
  2. How do I get access to the site if I am already a user?
    • Log onto www.south-eastern.com.au
    • Go to “Existing Account Holders”
    • Enter your Logon and Password and you’re then able to create your online order 
  3. How do I search for a product?
    • Use the Search engine at the top of the screen “Search for”
    • Type in a product code, brand name or product description and press “GO”
    • This will bring up the product and product code as requested.
  4. What if my search can’t find the product?
    • If your search brings up “No products were found”, double check the product code to ensure it was entered correctly
    • If this doesn’t work try typing in a product description
    • I.e. Highlighters – this will bring up a list of all products associated with the “Keyword” Highlighters.
    • From the “Keyword” search scroll through until you find your product
      Should these options not work Click on “Live Help” – Top Right Hand Corner of the screen
    • This feature allows you to chat real time with a Customer service
    • Representative who can help you locate exactly what you are looking for
  5. What exactly is “Live Help”?
    • Live Help is a programme which sits on our website so you can “chat” online with our Customer Service Team between 9.00am till 5.00pm Monday to Friday
    • Live Help is located at the top right hand corner of Every page
  6. Do I need to print out my orders?
    • No. South-Eastern Office Supplies has the environment in mind so every piece of information is kept on file in the “ My Account” section of the website
    • Our Auto Save function means that all your Information is available upon request at the touch of a button.
  7. I’ve found my products – now what do I do?
    • You can add to an order
    • For each product on the website there will be a:
      • Product Code
      • Product description
      • Price
      • Qty
      • Comment
      • Add Icon
    • To add to your order simply select the quantity you require and press the Green “ADD” Icon
  8. Can I see an Image of the product?
    • Yes, Simply click on the “Product description”
    • Use the search feature to enter your product code
    • When you find the product you are looking for Click on the “Product Description” this will bring up an image and extended information on the product
  9. How do I know my order has been placed?
    • Once you have submitted your order you will receive an Order Confirmation number on the screen
    • Then you will also be emailed confirmation soon after the order is processed
  10. I’ve logged in were do I find all my Information?
    • Simply click on the “My Account” icon - underneath the top marketing banner
    • From here you can check:
      • My Orders
      • My Hotlist
      • Bulk Orders
      • My Addresses
      • My Backorders
      • Special Requests
      • My order History
      • My Authorisations
  11. I started to place an order but didn’t complete it - is it lost?
    • No, our website has “Auto Save” functionality throughout every stage of placing an order.  At any time you can leave the site via Logout and return to complete your order
    • When you log in simply go to “My Orders” were you will be taken back to the exact spot you finished
    • To continue with your order simply click “ Continue Shopping”
  12. What is a “HOTLIST”?
    • A “HOTLIST” is a listing of products that you create as part of your regular ordering cycle
  13. So how do I create a “HOTLIST?”
    • Easy, it’s just like placing an order…
    • Simply find the products you wish to add to your “HOTLIST”
    • Click on the Product description to bring up the item details
    • From here simply select “ADD TO HOTLIST”
  14. OK I’ve done that so what are the benefits?
    • Having a “HOTLIST” function allows you to open up the Hotlist feature and simply add the quantities you require rather than the item codes every time
    • Basically it’s your own ordering template, you create for the products you want and order regularly
    • You can have as many products as you need in your “HOTLIST” you can even have multiple “HOTLISTS” for various product groups or external office locations- quick, easy and effective
  15. How do I order using “My Hotlist”?
    • From the “My Account” menu click on “My Hotlists”
    • From here you can choose to:
      • View your Hotlist
      • Add your Hotlist to an order
      • Or create an instant order of your complete Hotlist
    • Simply select “Instant Order”, this feature will take your Hotlist and put it straight into the “Submit Order” area, from here you simply confirm your delivery detail and press “Submit Order”
  16. I need my order delivered to another address?
    • No Problem, our system allows you to choose multiple delivery points
    • From the “ My Account” menu choose “ My Addresses”
    • This feature allows you add various delivery locations
    • You can choose which delivery address to send your orders to at the completion of submitting your order
    • By hitting “Submit Order” you will be asked to select which address you wish the delivery to go to
      You can set any of your delivery addresses as your default address
  17. I need to get my order urgently. How do I let you know?
    • Another feature is our “Delivery Notes” feature
    • After you have selected “Submit Order” you will be asked to provide us with a Purchase order Number or Information
    • The box underneath this “Delivery Notes” allows you the flexibility to type instructions pertaining to your order
  18. I want to see my previous orders, how is this done?
    • Our “My Order History” feature allows you to access previous information
    • From the “My Account” menu select “My Order History”
    • This feature will provide you with a listing of all your previous orders
    • Simply click on the order in question and all details will be opened for you to view
  19. How do I see what I have on Backorder?
    • Our “My Backorders” feature allows you to access your backorder information
    • From the “ My Account” menu select “ My Backorders”
    • Simply select the date range you wish to see using our calendar feature provided
    • Enter the search dates
    • You will them be provided with a list of all orders that contain backorders
  20. I require authorization on my order. What do I do?
    • Simply advise South-Eastern that you require 3rd party Authorization capability set up
    • To set up this feature we will need the 3rd party’s details
      • Name
      • Email address
  21. So how does” My Authorisations” work?
    • Website users that have this feature use the system as normal
    • When you select “Submit Order” the order then goes to the Authorizers email inbox
    • From here the Authorizer logs on using their Log on and Password provided upon set up of the feature
    • The Authorizer clicks on “My Authorizations” and will see the order there reading
      o “You have x1 Order waiting to be Authorized” - the Authorizer can either open the order and Edit it or simply click on Authorize Order
    • The Purchaser will have under their “ My Authorizations” a section reading:
      “You have X1 order awaiting Authorization” Once the order is Authorized the order will be re-located into “ My Order History”
  22. I require a new Catalogue.  Can I request one?
    • At the Bottom of the Home Page you will see “ catalogue”
    • To request a Catalogue simply click this button
    • This allows you to request a Hard copy of all our catalogues or you can simply download a PDF version of each catalogue to your hard drive
  23. I have a special Request?
    • Click on the “My Account” menu and go to the “Special Requests” tab an click
    • This will bring up a default of your information so you can simply complete your request out in the space provided – perfect for requesting quotes or product information
    • Once we have received and researched your request one of our friendly Customer Service Staff will get back to you with a response
  24. How do I access the Promotions on the website?
    • Simply click on the Marketing banner of interest to you which will launch an HTML link of the Marketing for your perusal
    • By clicking on the item of interest the website will take you straight to that item were you can either add to “ My Order or add to “ My Hotlist”
  25. I’m stuck and confused.
    • Don’t be, there is nothing that can’t be fixed with a phone call!
    • The vast majority of internet issues can be fixed very easily, most of the time it’s the click of a button or a resetting that can sort out the issue
    • Remember we are here to help, we have qualified IT technical staff on site that will help with your queries
    • If you have any questions or queries please contact us: 03 9872 8700 or email us on support@south-eastern.com.au
    
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