FAQS
SUPPORT
- I need to get in touch with Arcos, what telephone number/email address must I use?
- You can get in touch with your area sales representative or with our customer service on +34 967 21 02 61. You can also write to us at b2b@arcos.com
- I have a few questions about a product, who can help me?
- To ask for more information about a product get in touch with your area sales representative and they will answer your questions.
- How can I find a product on the website?
- You can find it by browsing through the menu, selecting according to the category or the series. You can also use the search icon (the magnifying glass at the top on the right), to find products by their name, reference, etc.
- I can’t add products to the shopping basket, what do I do?
- To gain access to order, get in touch with your sales representative or with b2b@arcos.com
PROFILE
- How can I change or reset my password?
- You can change or reset your password yourself from your profile, at the top on the right. Just go into the tab “Manage personal data” and request “Change password”. If you can’t do it yourself, you can get in touch with us so that we can help you.
- Can I change my tax details?
- To change your tax details get in touch with your area sales representative or send an email to b2b@arcos.com
- What is secondary use management?
- Here you can restrict the activities that each user can see or do, if you are going to give access to a few people who carry out different tasks. That is to say, if you have someone from accounting who you just want to show the invoices or maturities, you can restrict the access to this.
- What is the budget module and how do you use it?
- You can use this tool to draw up a quote for your end customer from the B2B. First you have to go to “Quote configuration” in your profile, where you will be able to choose how to apply the prices of the quote, the validity, data, etc. For the prices you can decide whether you want to apply a % of price increase on your price list or whether you prefer to apply a % of discount on the RRP.
Having done that, then you just have to draw up a new quote in the “Budget management” section. When you have created it, a new icon will appear next to the shopping cart button, a sheet of paper with writing on it, which is the alternative shopping cart for the quote. Now you can browse around or carry on adding products to your shopping cart or to the customer’s quote, as you like.
If you go into the quote you can change data, add extra services for a certain amount of money (for example, POSTAGE for €4), add discounts, etc.
Once you have completed the quote you can save it for later, email it to the customer, print it, delete it (the whole thing will be deleted), discard it (you can print it later) or accept it if the customer wants to. If you confirm it you will be able to add the products to your shopping cart to send the order to us directly.
ORDERS
- Is there a minimum purchase order?
- There isn’t a minimum purchase in terms of the total amount of the order, but complete boxes of the products have to be bought.
- What happens with the deals that my sales representative has shown me?
- You will be able to apply the active sales promotions if you place an order through the sales representative and also if you place an order through the B2B. You can find them in your profile in the “Active promotions” section.
- What payment methods are accepted?
- The payment method will be the one that has been agreed upon with your area sales representative, which is kept in your customer file. If you want to change it get in touch with your area sales representative or with b2b@arcos.com
- Can I buy products that are not in stock?
- Yes, you can add products to the shopping cart that are temporarily out of stock, which are highlighted with the distinctive red “Not available”. If they are still not in stock when we start preparing the order, the rest of your order will be dispatched without them, and when the products in question come back in stock, we will send them to you.
When we send the order, we only invoice the products that are stated on the delivery note.
If you don’t want to keep the pending part of the order, send an email to b2b@arcos.com to cancel it.
- I have placed an order but I have not received a confirmation email, what should I do?
- If you have not received the confirmation email, make sure that the order has been confirmed on the website. Once it has been confirmed, if you still don’t receive the confirmation email, please get in touch with the customer service or send an email to b2b@arcos.com
- Can I change or cancel a product that is on my order once it has been confirmed on the website?
- Once the order has been confirmed and you have received confirmation of this, you cannot change your order through the website. If you want to change it, get in touch with us, and as long as your order has not been sent to the warehouse to be packed, we can update your order for you. Bear in mind: we cannot guarantee the changes of an order once it has been placed, because it might have already been processed.
- How can I ask for the invoice associated with my order?
- Once your order has been processed and invoiced by our administrative department, it will email you your invoice.
You can also download it from your profile, in the “My invoices” section.
- How can I return a product?
- You have to get in touch with your area sales representative to return a product.
DROPSHIPPING
- What is the Dropshipping?
- It is a sales arrangement where you can buy the desired product from Arcos and send it directly to your end customer, without it having to go through your warehouses; we take care of sending it wherever you want! But you do have to send them the invoice as usual.
- How much does the Dropshipping service cost?
- €4 will be added on to the cost of your order for this service.
- How are you going to send the package to the end customer?
- The order will be sent in an anonymous package with a delivery note that includes the description and the amount of products but not the price.
POSTAGE AND PACKAGING
- What are the postage and packaging costs? Can I get the postage and packaging free of charge?
- You will find this answer in our GENERAL SALES CONDITIONS: https://b2b.arcos.com/en/legal/conditions-sale
- I have a new delivery address, how can I add it to my delivery addresses?
- To create a new delivery address you have to send an email to b2b@arcos.com or add this address when you place an order, by pressing the “Save for future orders” button.
- Can I find out about the status of my order?
- Yes, you can see all your orders in the section “My orders”, in your profile. If it states that it has been sent, it means that it is already being prepared in the warehouse. If you go into the order you will be able to see the amounts sent and those that are still pending. If products have already been sent, this means that your order has already been prepared, and you will be able to see the delivery note in the section “My delivery notes”, you can also track your order there.
