Frequently Asked Questions

Why can't I find products on the new site that were available on the old blackwoods.com.au?

Prior to log in you will see a subset of our full range.  When you log on as a business customer you will have access to our full online range of products - so if you can’t find what you’re looking for, try logging in and searching again.  If you still cannot find what you are after, give us a call on 13 73 23.

Cart and Checkout

Why can't I complete my transaction?
The most common reason people have trouble checking out is the delivery address has not been selected.  Please make sure you have either entered your address, or selected your preferred address from the drop down.  Once this is done please choose your payment method to complete your order.
 

How can I pay for my orders (accepted payment methods)?  
You can pay using credit card or on Account, if available. The payment option available at checkout will be based on setup approved by your business.

How do discount coupons work?  
Discount coupons apply to individual parts and not to your complete order. Coupon codes are sent to you via email directly or via a promo by our Makerting team.

How can I see how much I am saving?  
At Cart, you can see how much you saved under the section"Summary"

How am I charged for freight at Cart?  
Freight is based on the goods being ordered, value of the order and any contract with Blackwoods. Kindly check for freight at checkout and any information that appears regarding the same.

Can I re-order parts that I have ordered earlier?  
Set a reorder reminder after checkout so you can get email reminder that will help you reorder the same item frequently.

What is my coupon code and how does it work?  
Coupon Code is sent via email or is available for on the website based on promotion. it can be used at checkout. Coupon discount is applied at product level.

Can I place an order without registering?  
Yes, you can order without registering into the website. You will be able to purchase at listed price using credit card.

Can I add delivery address at checkout stage?
Yes, you can add a new delivery address at check out page. If you are a registered customer, your address will appear as a drop down if multiple delivery address have been saved under your login detail.

Can I get a quote from Blackwoods website?
Sorry we don’t have quote function currently, however you can add items to cart and export the cart to use as a reference. Alternatively contact our customer service via phone(137323) or email to obtain a quote.

 

 

Delivery

What are the delivery charges for online orders?  
Blackwoods offers free delivery for online orders of over $200 however if your order is for heavy or bulky item/ order you might have a charge. Please refer to the terms and conditions for more details.

Does Blackwoods have click and collect option?  
Blackwoods has 60+ stores nationally for customers to pick up items from. Choose the right store for click & collect and once order is ready for pickup an email is sent to you.

Does the delivery charge change depending on the delivery method I choose?  
There is no delivery fee if you choose to pick from a store, Delivery fee might differ based on the products and also cost of the order. Please refer to terms and conditions.

How would I know when the goods are ready for pick up at the branch?  
You will receive a shipment notification to show the items ready for pick up with the store details

Can I track my order in transit?  
Yes, you can track your order status in transit. Shipping information is available under My Account > Orders > Order History and you can contact the carrier directly with the consignment details available there. Alternatively, please contact Blackwoods Customer Service with the details of your order for them to track it with the shipping partner.

Will delivery be faster if I order online?  
Yes, if you choose the Click-and-Collect option on checkout, you can pick your order up from any of Blackwoods' 60+ stores nationally (subject to availability of stock).

Can we provide authority to leave the order/deliver without signature?  
Add special delivery instructions at checkout. Once given authority to leave without signature, Blackwoods or the courier wont be liable for the safety of the goods left as per your instructions.

Does Blackwoods deliver to PO Boxes?  
No, Blackwoods does not deliver to PO Boxes. Our shipping partners will need street addresses for delivery.

Do you use Aus. Post or other modes for delivery?  
No, we use local courier companies for delivery. We do not use Aus. Post.

What if I live in a remote area, will I still be able to order online?  
Yes, you will still be able to order online. Extra delivery charges and additional time to deliver may apply. Please note that the shipping partner may require you to collect your package from a convenient, common location close to your delivery address.

Can I use my own courier to collect goods?  
Yes, you can if you would like to pick goods using your courier. Please contact BW customer Service and specify when ordering about using your own courier so they can add the instruction to the order.

Does Blackwoods offer same day delivery?  
No, Blackwoods does not offer same day delivery. However, if you choose the Click-and-Collect option on checkout, you can pick your order up at your convenience from any of Blackwoods' 60+ stores nationally (subject to availability of stock).

 

 

Entitlements

How do I get embellishment set up for clothing?  
Please contact your Account Manager to get the setup done first for embellishment. If you need assistance, please call customer service at 137323 to get started with the process. Once initial setup is done. Ordering can be done via website easily.

Can a customer with embellishment setup order clothing item online without any embellishment?
Yes, you can order without embellishment however if the option has been disabled by your business you wont be able to order clothing without embellishment. If any change is required, Simply notify your Account manager or our BW Web Support team so they can set that up as an option via our web support team.

Where do I enter the add-on type for embellishment on clothing?  
The additional details needed for embellishments can be added on the clothing item at the Product Detail page as well as from the Shopping Cart.

Can a customer have embellishment mandatory so their staff / users can’t order plain garments?
Yes, customers can make it mandatory for their staff to order pre-agreed embellishable products with embelishment only.

How do I set up Entitlement for our web account?  
Please contact BW Web Support team or your account Manager to set up entitlement. One the setup is done, BW Web Support team or the customer admin can add users to the different entitlement role and create entitlement sets.

How can I manage entitlement for my users (Applicable for Admin only)?
Please contact BW Web Support team or your account Manager to set up entitlement. One the setup is done, BW Web Support team can add users to the different entitlement role and create entitlement sets.

How can I adjust or reset the entitlement for my users (Applicable for Admin only)?
Please contact BW Web Support team or your account Manager to set up entitlement. One the setup is done, BW Web Support team can adjust or reset the entitlement for your users.

How can I assign entitlement sets and roles for my users (Applicable for Admin only)?
Please contact BW Web Support team or your account Manager to set up entitlement. One the setup is done, BW Web Support team can add users to the different entitlement role and create entitlement sets on your behalf.

 

 

General

How do I know if I am still logged in?  
As long as you are logged in, you will be able to see your username on the top right-hand corner of the website.

How do I locate my closest Blackwoods branch?  
The website will suggest the closest branch to you, based on your geolocation. If you would like to see other branches, hover your mouse over "Branch" and click on Branch locator. You may change the branch assigned by changing your postcode and clicking Set this postcode to show availability based on that branch.

Who do I contact for product related technical question?  
Contact Blackwoods customer service. Use the Contact Us form.

How do I get a copy of Blackwoods Catalogue?  
Contact Blackwoods customer service to get a copy of Blackwoods Catalogue. <Can the Catalogue be downloaded from the website>

How do I unsubscribe from Blackwoods marketing and promotional emails?  
Login to My Account > Profile > and update your details. You can also unsubscribe from the link provided at the bottom of the promotional / marketing email that you have received.

How does the Blackwoods website assign the branch to a user?  
Branch is assigned based on your geo location entered in the system or if there has been any pre-agreement on fulfilment branch between your business and Blackwoods, then availability will be based on that branch. If both scenarios fail, the default will be Greystanes branch.

Where can I find terms and conditions of trading with Blackwoods online?  
Please go to the footer menu from any web page and click on terms and conditions to read them

What does product notifications at Footer menu on the webpage mean?  
Any recall or product notifications in regards to correction to price or specification on the website or a catalogues will be posted here.

I received an incorrect item for my order, who do I contact?  
We apologise for any inconvenience caused. Please contact Blackwoods Customer Service with the details of your order for faster resolution.

I have received a faulty item, who do I contact?  
We apologise for any inconvenience caused. Please contact Blackwoods Customer Service with the details of your order for faster resolution.

I haven't received my order, although order status shows complete and delivered. When will I get my order?  
We apologise for the delay. Please contact Blackwoods Customer Service with the details of your order for them to track it with the shipping partner. Alternatively, shipping information is available under My Account > Orders > Order History and you can contact the carrier directly with the consignment details available there.

How do I redeem the online promos?
Is it done through the website or links available to vendors?   Every online promo has instructions as to whether it can be redeemed on Blackwoods website or from the vendor directly. Please contact Blackwoods Customer Service if you need further assistance.

Can I select both priority and hold until all products are available?  
Only Standard delivery is available. At this stage, we do not offer priority and hold options.

Will product photos be enlarged when I click on them?  
Yes, the product images will be zoomable and will show as an enlarged version when you click on them.

 

 

Invoices & Payment

Where can I view all my invoices?  
Login to My Account > Invoices and Payment> view invoice. You can view invoices for orders placed online. If you are a user with admin rights can view invoice at account level.
Can I search for all invoices placed under my account?  
You can only search for all invoices under your account only if you are a Customer Admin. As a user, you can only view your own invoices.

Can I pay by credit card even though I have a trade account with Blackwoods?  
Yes, you can pay by credit card if your business has activated that option for you. Please contact your Customer Admin or BW Web support if you would like to pay by credit card instead of via your Blackwoods trade account.

Can I pay invoices online?  
Yes, you can pay your invoices online using your credit card.

Can the user see the credit adjustment/credit note from BW.com.au?  
Credit adjustment/credit note are not available on the website. Please call BW Customer Service to get a copy of the credit.

Will a receipt be emailed to the customer when they pay by credit card?  
Customer can access invoices through My Account section on website. The email that the customer receives will have order confirmation and shipping confirmation.

 

 

Manage My Account

Can I check my credit availability?  
Business user with admin rights can check your trade credit balance under My Account > Account summary. Alternatively, at checkout all users will be shown a warning message if you dont have sufficient funds to place the order on Account.

How do I change my account information (contact name/phone)?  
Log in to your web account and go to My Account > My Profile. Click on My Profile to update your contact name or phone number. Alternatively, you can contact your Admin to update your web account information.

How do I manage user settings i.e. All flags and user information (Applicable for Admin only)?
Log in to your web account and go to My Account. Click on the user group under the Company tab to set up a new user and assign user roles/ flags.
How do I add/ change my delivery address?  
Log in to your web account and go to My Account > Profile > Address. Click on Address to update your delivery address. If your business has disabled that option, then you need to contact your Customer Admin to update your delivery address.

How do I update users' email addresses (Applicable for Admin only)?  
Only customer with admin rights will be able to update their user's email. Log in to your web account and go to My Account. Click on the user detail under the Company tab to edit the email address for the user. Please note : It is better to avoid changing email id, as when you change the email address, it might affect the user name as some users have their email address as login name.

Can I view my account summary/ balance and other account related information (Applicable for Admin only)?
If you have a trade credit account with Blackwoods, you would be able to view this information under 'My Account'

Can there be only one Customer admin per account?  
No, there can be multiple customer admins per account. Please note that customer admins have a number of responsibilities to fulfil in their role, and the number of people assigned to the role should be limited. With great power comes great responsibility!

How do I look at my older orders and transaction history?  
You can find your older orders and transaction history under My Account > Order > Order Summary. For an Admin user, the website will display all the past transactions with Blackwoods. For all other users (non-Admin), it will display present and future transactions.

How do we know if we have a customer admin role for our web account?  
If you are unsure of who the customer admin for your web account is, please contact BW web Support team who can help you with some information after validation.

Can we setup a customer admin for our web account?  
Yes, we can help you by setting up one of your users to admin role. Your business needs to nominate the person for that role. Contact your Account manager or Blackwoods Web Support directly on Phone or Email to organise the same.

Can I have multiple site account number linked to my web login?
No, each site account number needs to be accessed using separate login.

Can I view credits online under My Account?  
No, credit notes won't be available online to download. Kindly contact Blackwoods Customer Service to get a copy of your credit notes.

My account is on hold, and I cannot place any orders with Blackwoods. How can I get help?  
Please contact our Accounts Receivables team at wis_credit@wisau.com.au for help with your account.

Will the current favourite listings be migrated over to the new site?  
If you have multiple favourite carts, all carts that have been accessed in the last 18 months is considered active, and will be migrated.

How do I add/remove parts to existing favourite orders/carts?  
Login to My Account>Favourite. Click on the existing favourite list, to open the list of products. To delete, click on X button next to the line. Products can be added from product detail page or from cart.

Are users allowed to change their delivery address?  
Users can change their delivery address however if the business wouldnt encourage change of delivery addresses then that functionality can be disabled by Customer admin or by BW Web support team. Any change needs to be requested via your business.

I dont see a drop down with multiple accounts numbers under my login(one)?  
One login can view only one account. hence no drop down. If you need access to multiple account numbers,Please contact your Account Manager or Blackwoods Web Support to assist you further.

I dont see a drop down with multiple Catalogue/Product views under my login(one)?  
One login can view only one catalogue view, hence no drop down. If you need access to multiple product views, please contact your Account Manager or Blackwoods Web Support to assist you further.

 

 

Marketing

What is the list of promotions planned for the near future?  
Please sign up for promotional email to stay in the know of what’s new, promotions, sale, hot deals etc..

How do I get notifications about promotions on the website?  
Subscribe to the marketing or promotional emails on the website.

Why have I received an email about an incomplete order? 
If you have added something to your cart and not checked out, you might get an email reminding you to complete your order.

How do I look for promotional catalogue on the website?  
If you know the name of the promotion, then you can search for it using the Search bar. Otherwise, all promotions can be accessed via the header menu"Promotions"

Where can I find technical content that I saw on your Social media or email I received?  
Please visit our blog page.

 

 

Order management

How do I view my current order cart?  
Click on the cart symbol on the right hand top corner of the webpage or click on "View cart" to access the checkout/cart page from the popup as soon as item is added to cart.

How do I make changes to the items in the cart?  
Changes can be made at cart level before payment is made. Quantities can be changed and/or products can be removed (use X next to the line) from the cart.

How do I organise reminders to reorder the products that I order frequently/recently?  
Login to My Account. You have the option of setting the reminder on the Checkout page. If you forget to set a reminder at checkout, the order confirmation email you get also has an option for you to set a reminder. You can go to Orders > Order Reminder to see the reminders you have already set up.

Can I save my cart and checkout later?  
Yes, you can. If you have added something to your cart and not checked out, it will stay until you clear the cart. Alternatively, it can be exported into a PDF, word or CSV document or email teh PDF for reference.

How do I email or export a shopping cart?  
Under My Cart > Cart Details, you will see options to Export / Email your cart with your order details.

How can I order multiple part numbers quickly?  
On the right hand top corner of the website, next to My Account, you will see an option for Quick Order. You can click on the Quick Order option to enter the part numbers and quantities of the products you wish to order (up to 5 part numbers) for a more convenient shopping experience. If you wish to order more than 5 part numbers, you can use the options for Paste Order and Upload Order. Paste Order allows you to enter the quantity and part number for the products you wish to purchase. Upload Order allows you to download a template, fill in the part numbers and quantities for the products you wish to purchase, and upload the completed template to the website.

What notifications would I get after an order has been placed?  
You will get Order Confirmation, shipping confirmation and reorder reminders (if you have opted for them).

I am unable to checkout using my web account. Why?  
Please check if you have exceeded your credit balance or if your account is on hold or if you have used a valid credit card or haven’t exceeded your entitlement. If you are still unable to checkout, please contact BW Web Support to get further details.

Can I search all orders placed with Blackwoods?  
Login to My Account > Orders > Order Summary. As a Non Admin Business user, you can see online orders placed by you. If you are the Customer Admin, you can see all orders placed under your account. If you are an individual, then your order history won’t appear, only current & future online orders will be available.

How can I track the order I placed with Blackwoods?  
Login to My Account > Orders > Order Summary. You can see the order status and the carrier name and consignment number to track your order once complete.

Can I change the Purchase Order number at checkout?  
Yes, you can override the Purchase Order number at checkout. You can delete the system-generated PO number and type over it.

Can I see how long it will take for my order to reach me?  
Login to My Account > Orders > Order Summary. You can see the order status and the carrier name and consignment number to track your order once complete. You can contact the carrier directly to check how long it will take for your order to reach you, or call our Customer Service team.

How do I amend or cancel my order before delivery?  
Contact Blackwoods Customer Service to see if any change is possible. If the order has been dispatched, no changes will be possible.

How do I unsubscribe from the re-order reminder email?  
You can unsubscribe from reorder reminders under My Account > Orders > Order Reminder.

How long is a quote valid for?  
A quote is usually valid for 30 days. Every quote you receive from Blackwoods will have an expiry date mentioned - please check the quote for specific information.

When using the 'On account' option, is there still a place to put my company's purchase order? 
Purchase order number on the cart page are auto-generated. However, users can override them while placing order.

Is there a "Copy Order" function so you can raise a new order from a past order?  
Users will be able to re-create order from the existing basket by accessing different functionality 1) Order Detail 2) Favourite Order 3) Order Reminder

Would I be able to complete an order if I buy less than the minimum order quantity?  
You need to buy the minimum order quantity to complete your order.

 

 

Product information

Why can I see more than one price listed for a product?  
You can see different prices when the product is on promotion. The original price will be shown, as well as the discounted price so that you can see your savings when you shop with us. Also, if there is a quantity break available, then multiple prices for various quantities will be shown

Where can I buy products that are not currently stocked?  
Please contact Blackwoods Customer Service to see whether the product you are interested in can be sourced for you as a special order.

What does stock count mean?  
The stock count is the approximate number of products available for purchase in your local branch network.

How do I find the stock in my local branch?  
When the availability status for "in branch' is green, the local branch name (by geo location) and the quantity is specified here.

How do I buy a product that I can't find on the website?  
Please contact Blackwoods customer service to see whether the product you are interested in can be sourced for you.

Are different variants on the same product available on the Blackwoods website?  
Yes, there are different variants of the product available on the Blackwoods website. These are grouped together for your convenience.

What does it mean if product is out-of-Stock or special order?  
Out of Stock is when product is on order and should be available soon. Special order is indicated when the product is not in our stock list and needs to be ordered specially for you. Please contact Blackwoods Customer Service to see whether the product you are interested in can be sourced for you.

How will I see my special pricing on my account?  
Your account-specific pricing will be visible after you log in to your account.

Can I compare products on the website?  
Yes, you can compare up to 4 products on the website. Choose the products You can also email the comparison details to yourself or anyone else for future reference.

How do I know the Minimum Order Quantity and Standard pack quantity for the product? 
You can check the Minimum Order Quantity and Standard Pack Quantity from the Product page, under Product Information.

What does UNSPSC code on the product page mean?  
UNSPSC refers to the United Nations Standard Products and Services Code, which is a unique identifier of products and services for use in eCommerce websites. For example, UNSPSC Code 47131602 refers to scouring pads.

Can I get safety data sheets?  
Yes. You can download the Safety Data Sheet from the Product page, under Product Information.

How do I locate alternate products on the website?  
If there are alternate products available, you can view them in the Product page, under Alternate Products.

How do I get the availability date for the product?  
All products display an estimated dispatch date based on the availability status.

What do the various availability options on product page mean?  
Delivery: Blackwoods will deliver your order to your address
Click and Collect: Pick up from your desired trade store
In branch: Shows whether the product is available at the local branch"

How do I add variations of products grouped together?  
On Product detail page, Click on Product Options, a tabular version of the variant appears. you can choose the products that you wish to buy, add quantities and click on Bulk Add.

How to email or export the product page?  
Please click on email or export under the product information page. type your email address to get the details emailed to you.

How can I identify if the product I am viewing is a contracted product?  
Once logged into the web account, if the product is contracted then an indicator with letter 'C' will appear on the product page. If you are viewing the product without signing in, it won’t display any indicator.

How would I know if the product is embellishable?  
Once logged into the web account, if the product is embellishable then an indicator with letter 'E' will appear on the product page. If you are viewing the product without signing in, it won’t display any indicator.

Can I view price Ex GST on product page?  
Price can be viewed Ex GST or Inc. of GST on the product page by clicking on the GST tab near the price.

Is it possible to see what other branches have stock if my chosen branch is showing out of stock?  
Users will be able to change the branch from header section (Branch Locator) by entering suburb/postcode. You can then see what other branches have stock of the product(s) you wish to buy.

What do the little icons under each product mean?  
They are product indicators, and they mean the following: C - Contracted, E - Embellishment, R - Redemption, S- Sale.

Can you hide / mask non contract items if required?  
Yes, if you would like your users to see only contracted items, then you can restrict their catalogue view to contracted items only. Alternatively use the filter as soon you login to show only contracted parts.

 

 

Registration & sign in

Will my user details be the same on new website?
Yes. you will use same login except for Non ABN / Individuals. User details of all web users who used the website in the last 18 months have been migrated to the new website. All existing Business customers will have the same username and password. All existing individual users( Non ABN customers) will have their email address as user name and same password as previously used.

How do I retrieve my username?  
Contact your admin to retrieve your details. If admin is unknown, please contact BW Web Support at 1800750 588 with your Blackwoods account detail for confirmation. Once your details are validated, your username will be emailed to you. Then you can reset the password from website.

Will I be able to use same user name in the new website? 
If you are a business customer then the user name will be same and if you are an individual / Non ABN customer you login will be using your email address.

Why can’t I sign in?  
Please check if the correct username and password has been used. If you forgot your password, reset the password by clicking on Login / Register > Forgot your password.

How do I retrieve my password?   
Click on Login / Register tab > Forgot your password.

How do I change my password?  
You can change your password by going to My Account > Profile > Change Password.

How do I (customer admin) set up a new user / staff for web access? (Applicable for Admin only)
Login to your web account, go to My Account> Company>User group. Add the new user and set appropriate roles and permissions for the user.

How do I register on blackwoods.com.au?  
Click here to register as an individual or as a new business. If you have an existing trade account with Blackwoods, contact your customer admin (if known) else please contact BW Web Support at 1800750588.

Do I need a Blackwoods trade account number to register?  
No, you don’t need account number to register. However if you are a business and would like to apply for trade credit, you can register online and apply for credit here .

How do I apply for a new trade account with Blackwoods?  
Customers can apply for trade credit as a new business using the business registration. Fill in your details and attach required documents. Once submitted, the application will be reviewed by our Finance team and you will be notified. Your online registration will be set up straight away.

How do I get log in details for an existing trade customer?  
Reset password here If you don’t remember your username, please contact your customer admin( if known) else contact BW Web Support team at 1800 750588 with your account details and user details will be sent after validation only.

Why do I receive a message telling me that my username is not available?  
Blackwoods have a large number of customers who have registered to use the website already. It is possible that the username you have requested has already been allocated to another customer. If your sign in username is not available, please enter another one.

Can I have spaces in my username?  
Your username cannot include spaces. However, an underscore "_" character can be used instead of a space.

Can we have more than one user linked for an existing Trade account?  
Yes, you can have multiple users/staff linked to your trade account with Blackwoods

Are my username and password case sensitive? 
Passwords are case sensitive. Usernames are not case sensitive.

 

 

Search & browse

If I am a contracted customer, can I also browse the non-contracted range of products?  
Yes, as long as your business has not restricted your view of the non-contracted range of products, you can browse them.

Can I view price and availability without registering?  
Yes, the new website allows you to view price and availability without registering.

How do I browse the online catalogue?  
Click on Catalogue from the tabs at the top left of the screen.

How do I search for products using a Blackwoods part number?  
You can search for products using a Blackwoods part number from Search bar at the top of the screen. You can also add products to your shopping cart directly from the search results.

Can I look for products using the manufacturer’s model number?  
Yes, you can search for products using the manufacturer's model number from Search bar at the top of the screen. You can also add products to your shopping cart directly from the search results.

Why aren’t there any results for my search?  
Please check that the information you have entered in the Search bar is correct (key word spelling, part number, model number). If you are still unable to see any results, the product may not be available on the website or not stocked by Blackwoods. Please contact Customer Service to confirm and to see whether the product you are interested in can be sourced for you.

Why doesn't the product page come up when I search for the Blackwoods part number?  
The product may no longer be available on the website or not stocked by Blackwoods. Please contact Customer Service to confirm and to see whether the product you are interested in can be sourced for you.

Why can’t I see the entire Blackwoods catalogue online?  
You will be able to see products on the Blackwoods catalogue online depending on the limitations placed on your catalogue view by your company.

How do I filter my search results to show only contracted items?  
You can use the filter section to the left of the screen when you are in a Category page, Brand page or product search results page. The section is called 'Filter Results by' and you can use it to filter and show only contracted items. (Need to confirm if all customers have this one).

Can I search for products by the brand?  
Yes, you can search for products by brand, by choosing appropriate brand on home page, then the category, sub category etc. Alternatively type the key word and use the filter to refine results by brand.

Can I search for products by the category? 
Yes, you can search for products by Category by choosing appropriate category from home page and then to sub category to the product page. Alternatively, type the key words and use the filter to refine results by category.

What are the search parameter when searching for an invoice from search bar?  
Log in to your web account, from the search bar drop down choose, Invoice and then type the invoice number at search bar.

What are the search parameter when searching for an order from search bar? 
Log in to your web account, from the search bar drop down choose: Orders and then type the Purchase order number or web Reference number if known.

 

 

Spend management

How do I set up permissions / workflow rules? (Admin only)   
Log in to My Account and ensure Spend Management is enabled for you. Under Company > User Groups, you can assign permissions for each of the user groups. If Spend Management is not enabled, please contact BW Web Support team or your account Manager to set up the workflow, budget and cost centre options.

How do I add/delete/change user roles? (Admin only)
Under My Account > Company > User Groups, you can add/delete/change user roles.

How do I set up a budget? (Admin only)
Log in to My Account and ensure Spend Management is enabled for you, and a cost center is created. You can then assign a budget to the cost center under My Account > Company > Budget. If Spend Management is not enabled and/or cost center is not created, please contact BW Web Support team or your account Manager to set up the workflow, budget and cost centre options.

Can I edit the order lines in the requisition? (Approvers only)    
Yes, you can make changes to the requisition if you are designated as an approver.

My approver is away. How do I get my requisition approved?  
Please recall the requisition and resubmit the same cart as a new requisition and assign a new approver. You can also pay by credit card if necessary.

How do I set up Spend Management for our web account?  
Please contact BW Web Support team or your account Manager to set up the workflow, Budget, cost centre options. One the setup is done, BW Web Support team or the customer admin can add users to the different workflow process.

Will approvers get an email when a requisition is placed?  
Yes, approvers will get notification email for requisition.

Can we specify either a dollar value limit or quantity allocation per user profile? 
Yes, Spend Management will give you the option to limit the spend by using budget and permissions/ workflow.

  

Technical information

What are the recommended Internet browsers to view the website?  
The new website is designed to work with IE version 11, Google Chrome, Firefox, Safari and Edge.

How long does it take for the website to ‘time out’? 
The website will time out after 30 minutes.

Will I lose my order information if the website ‘times out’?  
No, as long as your products are added to the cart, they will be saved when the website times out. You will also get email reminders that you have products in your cart to check out.

Can Blackwoods website be accessed via mobile?  
Yes, the new website is designed to be accessed via mobile and provide a superior, intuitive customer experience.

What security features does the website use?  
The new website uses Transport Layer Security (TLS) 1.2. This is a cryptographic protocol that provides secure communications over the Internet. It is used to secure all communications between the Blackwoods website and your web browser. Earlier versions of this protocol have known vulnerabilities and are no longer deemed secure.

 

BWX customer to BW

When is the website moving?
We’ll be launching before end of FY19. You can continue to shop as normal on the Blackwoods Xpress website until then. If you have an account with us and want to continue shopping on our exciting new website when it’s launched, please register your consent to transfer your details here. To protect your privacy, we won’t be creating an account for you on the new website without this consent. Alternatively, you can simply create a new account on the new website when it’s launched.

What happens to my BlackwoodsXpress web account when you move?   
Your web account will be closed by default, however if you want us to create an account for you on the new website then please register your consent to transfer your details here (https://www.blackwoodsxpress.com.au/digitaltransformation). We’ll do the hard-work for you! If you have done this, then you will be able to shop on our exciting new website with the same username as you currently do on Blackwoods Xpress. Alternatively, you can simply create a new account on the new website when it’s launched.

How do I give you consent to transfer my current details on the new website?  
If you have an account with us and want to continue shopping on our exciting new website with the same username, please register your consent to transfer your details here and we’ll do the hard-work for you!

Can I login using the same username and password on your new site as I do at the moment?   
If you have an account with us and want to continue shopping on our exciting new website with the same username, please register your consent to transfer your details here. We’ll do the hard-work for you! Then, when you first sign in to the new site, you’ll get the chance to set your password. If you don’t provide us with your express consent by filling out the form here (https://www.blackwoodsxpress.com.au/digitaltransformation) then your details won’t be transferred. You will however be able to simply create a new account on the new website. If you need help with this you can contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644).

Are you transferring my details to the new website without my consent?   
To protect your privacy, we are not transferring your account to the new website for you unless you give us your express consent by filling out the form here or providing it to us either by email (info@blackwoodsxpress.com.au) or over the phone (1800 688 644).

What is the new website address?   
The new website will be a merger of Blackwoods Xpress and Blackwoods. This site will be accessible at www.blackwoods.com.au.

What happens if I need to make a warranty claim after you move to your new website?   
We recommend contacting the manufacturer directly to make the warranty claim. They will be glad to help and this will speed up the overall process for you. Alternatively, if you need help with this you can contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644).

What happens if I want to return an item or my order is delivered incorrectly?   
We will still be there to help. If you need help with this you can contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644).

How can I track my orders once you move?   
We send you your tracking number and a link to track your item by email. You can continue to use this information. If you need help with this you can contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644).

How can I access previous invoices for orders I’ve placed on your current site?   
We send you a copy of the invoice to your email after you complete your order. You can search your email to recover the invoice as and when you require it. If you’re unable to retrieve it from your emails you will still be able to contact us as normal and we will take care of you. If you need help with this you can contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644). You won’t be able to login to your account from the Blackwoods Xpress website. If you don’t provide us with your express consent by filling out the form here then your details won’t be transferred. You will however be able to simply create a new account on the new website. If you need help with this you can contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644).

What payment options will be available on the new website?   
You can pay via credit card and additionally create a 30day trade credit account with Blackwoods, if required

Can I use my current trade credit account on the new website?  

• Customers migrated from BWX will have to open a new 30 day Trade Credit account with BW with BW terms & conditions. Customers will have an option to submit an online application to open a new trade credit account on New BW website
• We recommend closing their BWX Trade Credit account by paying all outstanding payments before applying for a new Trade Credit application on BW
• For customers who have existing credit accounts on both BW & BWX, we suggest customers close their BWX Trade Credit account by paying all outstanding payments and simply continue as normal with their BW Trade credit account
• To set this up please contact us either by email (info@blackwoodsxpress.com.au) or phone (1800 688 644).

 

How and when can I open a new trade account with you?   
If you’re a new customer trying to apply for a trade account, we have removed the option as we’re moving websites. You will be able to create a trade account once we re-launch.