Customer Portal Cases

Open a case when you need your supplier to investigate a product, order, service, or delivery question that the available records do not answer. Include enough detail for the supplier to identify the issue. A case does not authorize a return, repair, credit, or replacement.

Before you start

Sign in to your customer portal and open Cases. Have the relevant order, invoice, or item reference and a short description ready.

Describe and follow up on the request

1. Select Create New Case. The form is titled Log Case. Enter a clear Name.
2. In Description, describe what happened, when, what you expected, and which order or item is affected. Do not include sensitive personal or payment details unless the supplier asks.
3. Select Save Changes. Confirm the case appears in your list, where you can follow its status. The list does not show a case number, so use the case name and details for follow-up.
4. To add information later, select Edit > Add More Details, enter your note, then select Save Changes.

If goods need inspection or return, wait for the supplier's instructions before sending them.

If you don't see what you expect

• Cases or Create New Case missing: Your supplier may not offer cases in the portal. Contact them through their usual support channel.
• Access denied!: Cases are not available for your account. Contact your supplier through their usual support channel.
• No response yet: Review the existing case status before opening another case for the same issue.