FAQ - Orders & Status
My Account displays all standard orders, deliveries free of charge and consignment fill-ups related to your customer account.
We distinguish between the status of your entire order and the status of the ordered materials.
Once an order has reached WACKER and was entered into our systems, it’ll be shown as open . During further processing, the quantity and delivery date will be checked, and an order confirmation will be issued. From this point onwards, the order items will switch to the status confirmed .
After the goods have left our plant, the status will be updated to dispatched . Completed means the goods have reached your plant.
The overall status is derived from the item status. If all items are open, the overall status is open as well. As soon as the first item is confirmed , the overall status changes to processing . Here it remains until all order items are completed .
In exceptional cases, orders and / or order items can be cancelled as well.
On each order details page users can download all the product data sheets listed below:
- Technical Detail Sheet (TDS)
- Safety Detail Sheet (SDS)
- Product Compliance Sheet (PCS)
- Packaging Data Sheet
Plus, order / delivery related documents (all once available)
- Order Confirmation
- Delivery note
- Certificate of analysis (CoA) per product
- Invoice
Additionally, on the Dashboard users have quick access to key documents of orders that were recently changed.
In the Order Overview section on the order detail page, you can find all order related information around ship-to / bill-to.
The information on the order detail page as well as on the latest order changes widget are updated. In addition, a new order confirmation is issued as usual, which will be sent to you via email.
You will also receive a notification into your notification center informing you about a changed order status or delivery date of individual products.
When your requested products have reached the status “confirmed”, you can check any difference between the requested and the scheduled delivery date on the order detail page.
You will also receive a notification in your notification center, informing you about any changed order status of individual products, including the confirmation of ordered products.
Due to the current allocation, it might happen that it takes us longer than usual to confirm your orders. Our teams are working at full speed on the renewed availability of goods and ask for your understanding in the meantime.
Once your delivery has been dispatched, you can access the delivery tracking via the dashboard or the order detail page. The tracking is updated by our forwarding agents continuously so that deviations can be identified if they occur.
Please note that not all transportation types offer the tracking functionality.
In case a delivery is delayed, your WACKER contact will inform you about the delay. In My Account, you will also see a banner informing you about a delay and receive a notification in your notification center.
You can use your order number, Wacker order number, Wacker Product numbers and names to find your orders.
Yes, you can easily reorder your orders created in My Account using the ‘Reorder-Button’ on the ‘Order Detail Page’.
Troubleshooting
If you are missing any data or information in My Account, please use the “My Account help/feedback” form on the “My CSR” button.
Yes, you can order your WACKER products in My Account.
The process is based on your personal product catalogue, which also shows products you have already ordered. This way you will receive reliable and up-to-date information as well as our base prices. During checkout, you can also see the negotiated prices and discounts.