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Online Ordering
  • FAQ
  1. Services
  2. Online Ordering
  3. FAQ

FREQUENTLY ASKED QUESTIONS

Here you will find frequently asked questions from our customers on how to order a product, order processing, and security of information. If you cannot find what you are looking for, please reach out to our team and someone will get back to you shortly.

Frequently Asked Questions

Here you will find frequently asked questions from our customers on how to order a product, order processing, and security of information. If you cannot find what you are looking for, please reach out to our team and someone will get back to you shortly.

Access

  • Logging In
  • 2FA
  • User Accounts

I forgot my password.

Head over to the Brenntag Connect login page and click on the "Forgot Password" button.

I can't log in.

Please contact us via Chat and we will help.

Can I turn off 2FA (two-factor authentication)?

No, it is not possible to turn off 2FA. We highly recommend using 2FA to keep your information safe and secure.

Can I switch from using a QR scanner to text message for my 2FA (two-factor authentication) method?

Absolutely! However, we don't recommend doing this too often. Please contact us via Chat if you would like to make the change request.

I have lost my 2FA authenticator/device and do not have a recovery code.

Please contact us via Chat and we will help.

I did not receive my welcome email from Brenntag Connect.

Please check your junk folder. If it is not there, please contact us via Chat.

I got an email telling me that my Brenntag Connect account is blocked.

After 11 unsuccessful login attempts, your account will be blocked for security reasons. When this happens, Brenntag will send you an email with a link to reset your password. If you did not receive that email, please send us a message via Chat.

I am going on holiday. Can I hand over my login credentials to a colleague?

In the interest of cybersecurity, we do not recommend sharing login credentials. If you are going on holiday, we recommend suspending your user profile and creating a fresh one for your colleague. Contact us via Chat and we will assist you.

Can my company have multiple users on Brenntag Connect?

Absolutely! Contact your account manager with the full name, email address, and phone number of each user.

Someone has left our company. Can we remove them from Brenntag Connect?

Thank you for keeping us updated on your company's access needs. Send us the full name and email address of the leaver via Chat and we will remove their user account from Brenntag Connect.

My profile

  • My Profile
  • Addresses

My personal/company details are incorrect.

We are sorry for this oversight. Please send us a message via Chat with the correct information and we will update your details as soon as possible.

How can I add a new ship-to and/or bill-to address?

Please send us a message via Chat with the new information and we will make the update(s) as soon as possible.

Order list

  • My Order List
  • Reordering

What kind of orders can I see in my order list?

The order list will display an overview of all warehouse, back-to-back, and direct orders you made over the past 24 months, through Brenntag Connect or direct from Brenntag.

What do the different order statuses mean?

The order status can be any one of the following:

- Open
- Closed
- Cancelled

This status is based on the status(es) of the related order lines, which can be any one of the following:

- Submitted (the order line has been successfully submitted in Brenntag Connect)
- Acknowledged (the order line has been successfully acknowledged in Brenntag Connect and is currently under review by Brenntag)
- Confirmed (the order line has been processed and will be delivered. You have also received an order confirmation)
- Scheduled for delivery (delivery has been organized and will take place on the scheduled date
- Invoiced (delivery has been completed and an invoice has been sent)
- Cancelled (the order line has been cancelled)

All orders will have an "Open" status until all order lines are invoiced or cancelled.

Once all order lines have been invoiced or cancelled, an order will have a "Closed" status.

What is the difference between "All Orders" and "My Orders"

"All Orders" displays an unfiltered list of orders placed by anyone from your company.

"My Orders" shows only the orders placed by you, the logged-in customer.

What does "Last Updated" mean in the order list?

"Last Updated" tells you when changes, such as status and delivery date updates, were last made.

Why can't I see a total order value on my order in the order list?

The total order value is displayed on your order list once the order line status shifts to "Submitted".

Why doesn't the order list show all of my orders?

Your order list only displays an overview of all warehouse, back-to-back and direct orders you made over the past 24 months. If your order fits this description but is not showing up on your order list, please contact us via Chat.

What does it mean to "Reorder" a product?

Brenntag Connect allows you to copy a previous order from the last 24 months and use it to create a fresh order. This is especially useful if you frequently order the same product.

*Please note that pricing will be updated in Brenntag Connect to reflect current prices.

What is the difference between "Reorder" and "Reorder All"?

Reorder - reorder a single product within a previous order.

Reorder All - reorder all the products within a previous order, including all order lines, quantities, and the ship-to location. This means adding all this information to a new order in a single step.

Ordering

  • Order Documents
  • Currency
  • Special Requests

Can you resend my order confirmation to me?

An order confirmation will be sent to you when all order lines are confirmed. If you would like us to resend the order confirmation to you, please contact us via Chat.

My order doesn't include the CoA. How can I get a copy of it?

The CoA is only issued after the product has been delivered and the batch/lot number becomes known. You can download the CoA from Brenntag Connect once your order's status is "Scheduled for Delivery".

If you already know the batch/lot number of your order, please contact us via Chat and we will send you a copy of the CoA.

Why can't I add products with prices of different currencies to the same order?

Currently, the shopping cart can only hold a single currency at a time. The first product that you add to your cart will set that currency.

To order multiple products priced in different currencies, you will have to create a separate order for each currency.

Can I request a consignment fill-up through Brenntag Connect?

To request for a consignment fill-up, please contact us via Chat.

Can I create a blanket order through Brenntag Connect?

To create a blanket order, please contact us via Chat.

Products

  • My Product List
  • Pricing
  • Products
  • Labels
  • Documentation

What is the difference between "All Products" and "My Products"?

"All Products" displays every product that is available through Brenntag Connect.

"My Products" displays every product that your company has purchased, or negotiated contract pricing for, in the last 24 months.

I can't find a price for a product that I'm intending to purchase.

Please contact us via Chat to request for a price.

How do I know if tiered prices are available?

A "from" next to the price in the product list indicates that tiered prices are available. Click on "Details" to find out more about the tiers and available pricing.

Why was there a price change after I edited the ship-to location?

The price may have changed as you have a negotiated price that depends on where the product is being delivered. If you have any questions about this, please contact us via Chat.

The product price featured is not the price I had agreed upon.

If the prices featured are incorrect, please contact us via Chat.

Can I negotiate the featured price?

Absolutely! Just send us a request for a price offer via Chat.

I can't find a product that I previously purchased from Brenntag.

Brenntag may no longer be selling this product.

If you ordered this product within the last 24 months, the order will still be displayed in your order list, even though the product will be absent from the product list.

If you have any questions about the availability of particular products, please contact us via Chat.

What does "Your Product Number" mean in the product list?

"Your Product Number" refers to the internal reference number that your company has assigned to particular products.

What do the icons HZ and DG mean on the product list?

The HZ icon indicates that a product is "Hazardous".

The DG icon indicates that the product is considered "Dangerous Goods".

These icons are visible on the product details page and the bottom-right of each product listing. For more information, please refer to the dangerous goods classification in the "Details" section.

Where can I find SDS and TDS documents?

If an SDS or TDS document is available, you can download it on the product details page.

Please note that only the latest version of the SDS will be displayed.

I can't find a product's SDS or TDS documents on the product details page.

If the SDS or TDS documents are absent from the product details page, please contact us via Chat for a copy.

Where can I find other product-related documents?

For product-related documents not mentioned above, please contact us via Chat to determine if they are available.

Invoices

  • My Invoice List
  • Payment

What invoices can I see in my invoice list?

All invoices issued to your company in the past 24 months are displayed in the invoice list. This list contains invoices, as well as credit and debit notes.

What do the different invoice statuses mean?

Open - Payment has not been received and/or processed.

Closed - Payment has been received and the order is complete.

Cancelled - The invoice has been cancelled and is void.

Can I download a copy of the invoice or credit/debit note?

Absolutely! You can download a copy of the invoice or credit/debit note in PDF format. Downloadable PDFs are only available for orders delivered after February 2021

If you require a copy of an invoice or credit/debit note for an order delivered before February 2021, please reach out to us via Chat.

Why is the total cost on my final invoice different from the one on my order confirmation?

The prices on your order confirmation exclude surcharges and taxes. If there have been any special requests associated with the order (eg. expedited delivery, packaging requirements) there may be additional surcharges that will show up on your final invoice.

Can I request a credit through Brenntag Connect?

Please reach out to us via Chat if you would like to request a credit.

Let us know how we can help

We're here to ensure you get the most out of Brenntag Connect. So whatever your question or issue is, just send us an e-mail, and we will answer you as soon as we can.

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Ellerslie, Auckland 1051, New Zealand +64 9 275 0745

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