Applicable for all clients in NORTHERN EUROPE Countries
Q: Where is my Delivery?
A: Please contact the supplier customer services with your order number
Q: A product(s) is missing from my delivery?
A: Please contact supplier customer services as soon as you notice with your order number & the missing product information. Ideally this should be reported to the driver and noted on any paperwork
Q: A product is missing from my delivery & I have still been invoiced for it?
A: Please contact supplier customer service as soon as you notice the missing item(s) with your order number & the missing product information on the following details to request a credit note. Credit notes should be issues within 5 working days
Q: A product has been damaged on my delivery?
A: Please contact supplier customer services as soon as you notice the damage with your order number & the product information on the following details to request a credit note. Credit notes should be issued within 5 working days.
Q: The supplier has delivered out of date products and I need a credit note?
A: Please contact supplier customer services as soon as you notice the damage with your order number & the product information on the following details to request a credit note. Credit notes should be issues within 5 working days.
Q: Can you please advise price list for my suppliers
A: If you have access to Astore shop the most up to date pricing for suppliers that are on Astore shop please visit www.astoreshop.com
A: For non Astore shop suppliers or if you are not on Astore Shop please contact your Astore Customer Services
A: If you have access to Futurelog please log into futurelog to find the most up to date pricing.
Q: How much is the minimum order value/quantity
A: The minimum order may vary, best is to log in to the Astore Shop platform (if applicable) or futurelog (if applicable) where minimum orders are updated and available to all Accor and partners properties. Note that order may NOT be blocked if you do not reach the minimum order value and you may be charged a delivery fee or the difference in value between your order and the minimum order value. For users NOT on either of these platforms then you can contact supplier customer services directly.
Q: The price on Astore is different than on invoice.
A: Applicable are prices existing on Astore Shop. Please contact supplier customer services directly to raise a credit & or new invoice
Q: I need “X product”, where can I buy it ?
A: To find a product, you can use the search function on Astore Shop. If you still don't find the product you are looking for, please reach out to the procurement team.
Q: I have received the following quotation from a non-referenced supplier, can you please compare it with your solutions ?
A: If you need to make a cost comparison between a non-referenced supplier and a nominated contract, please reach out to the Procurement team.
Q: How do I nominate or reference a new supplier?
A: Please log a ticket with Astore customer service team if applicable in your region or contact your local procurement team with the below details. A full assessment will be conducted to see if the supplier would be appropriate in our supplier portfolio. If not a substitute supplier will be proposed
- Name of the supplier
- Contact details including Name, email and telephone number
- Product list including & initial pricing if you have this
Q: How can I add a new product to our price list
A: Please contact Astore customer service team to request this with the product information and codes you would like a price for
Q: I have missed the delivery cut off and need an urgent order placed
A: please contact the supplier customer account manager to see if anything can be done to add your items to the delivery schedule.
Q: I need an urgent next day delivery which is outside my normal delivery schedule
A: contact the supplier account manager to see if they can arrange a courier or add to a delivery schedule, please note that this can incur additional charges which you will need to approve via email before this can be arranged