FAQ

How do I create an account?

When you want to create an additional account, it is best to contact the Customer Advice Point. This department can be reached via webshop@acknowledge.nl

How can the address details be changed?

The Customer Advice Point can help you change the address details in your account. Please contact us via webshop@acknowledge.nl

I placed an order by phone or email. Can I now see it in my account in the webshop?

No, you will not automatically see a placed order in the webshop. Would you like more information about your order? Please contact the Customer Advice Point via webshop@acknowledge.nl

How can I view my order history?

Go to your account and click on 'Orders'. Here you can find the complete order history.

Where can I change my password?

Your password can be changed in your account. Click on 'Account Information' in your Account dashboard and adjust your password.

Can I add my own addresses?

By default, we use pre-programmed shipping and billing addresses. When desired, it is also possible to add addresses yourself - please contact us if this is desired.

What is two-factor authentication (2FA)?

2FA is an extra security layer where you need a code from your phone in addition to your password to log in.

Is two-factor authentication mandatory?

No, 2FA is optional but highly recommended for extra security of your account.

How do I enable 2FA?

Go to your account settings and follow the instructions under "Two-factor authentication" to activate 2FA.

How does the live chat work?

Via live chat, you can directly contact our employees during office hours for questions about products, orders, or technical support. You can find the live chat button at the bottom right of the webshop.

When is live chat available?

Live chat is available during working days from 08:30 - 17:00. Outside these hours, you can always send an email to webshop@acknowledge.nl or leave a message via live chat.

How can I request a quote?

You can request a quote by clicking the "quote" button on a product. The relevant product will then be added to the quote shopping cart. When you have a list of products, you can still adjust things like quantities in the overview (by clicking the quote icon at the top right).

When you then go through the steps, a quote request is sent to the Customer Advice Point. They will review the quote and possibly make adjustments. When they have done this, the quote is ready to be ordered. You will also receive an email about this. The quote can be added to your shopping cart in the quote overview in your account and purchased like regular products.

Can I give feedback on a quote?

Yes, you can chat directly on the quote itself and give feedback. This way we can adjust the quote if necessary.

How can I cancel a quote or adjust the title?

In your account, you can adjust the title of the quote. It is also possible to cancel the quote if it has not been accepted yet.

When will my order be delivered?

When you have ordered a ready-made product, it will usually be delivered the next day. With an urgent order, delivery takes place faster, provided the product is in stock. When there is a deviation from the delivery time, you will receive a notification in time.

Which carrier delivers the orders?

Your order can be delivered by different carriers. We work together with PostNL, DHL, GLS, DPD, Das, and UPS.

What should I do when I have not received a confirmation email?

After you place an order, a status email is automatically sent to the email address known to us. Have you not received this? First check your spam/unwanted messages folder. Cannot find the email there either? Please contact the Customer Advice Point via webshop@acknowledge.nl.

How long does it take for my payment to be processed?

The processing time of your payment depends on the chosen payment method:

• Payment on invoice: processed according to the agreed payment term on the invoice
• iDEAL: processed immediately

With invoice payments, you receive confirmation within 3 days after payment (if desired).

Can I place an urgent order?

We do not charge for normal delivery. However, it is also possible to request an express shipment. For current rates, you can contact our Customer Advice Point via webshop@acknowledge.nl.

Can I track the delivery of my order?

You can be kept informed of the delivery of your order upon request. You can indicate this during the order request. Have you already placed your order and still want to be informed about your delivery? Please request this from the Customer Advice Point via webshop@acknowledge.nl

Are delivery charges applied?

We do not charge delivery costs for regular deliveries within the Netherlands. For express shipments and deliveries abroad, different rates may apply. Contact us for current rates.

What is the approval flow for orders?

It is possible to set up an approval flow. When this is active, you as an employee can place orders, but they must first be approved by a supervisor before they are definitively processed. It is transparent to the employee which persons can authorize. There can also be multiple authorizers. Most customers do not have an approval flow and can order directly.

How does authorization by supervisors work?

Supervisors receive a notification of pending orders and can approve or reject them via their account.

Do I get a notification when my order is approved or rejected?

Yes, you automatically receive an email when your supervisor has approved or rejected the order.

Can I view orders from colleagues?

Depending on your role, you can get access to quotes and orders from colleagues within your organization.

Where does the stock in the webshop come from?

Acknowledge works with various distributors and manufacturers to always serve you as quickly as possible.

How do I find out when a product is back in stock?

If a product is not in stock, there is a contact button for this product in the webshop. By clicking on this, you can request to be notified as soon as the product is back in stock.

Are prices stated including or excluding VAT?

Prices in the webshop are stated excluding VAT by default. You can turn on VAT at the top of the website to view prices including VAT. During the checkout process, the amount including VAT is always shown.

Can prices and stock change during the ordering process?

Prices and stock are synchronized in real-time with our suppliers. In exceptional cases, there may be short deviations. When this is the case, we will contact you immediately.

Why do I see different products than my colleague?

Some customers have a personalized product catalog that is tailored to their specific needs and contract agreements.

Can I get access to more products?

Contact the Customer Advice Point via webshop@acknowledge.nl if you think you should have access to other products.

Why don't I see certain menu items?

The webshop interface can be adapted to your role and company profile. This ensures a clear experience that fits your work activities.

Suggestions and complaints

Do you have feedback or specific wishes? Or do you want to file a complaint? We would love to hear from you. Send an email to the Customer Advice Point via webshop@acknowledge.nl.

Where can I find my order overview?

Go to your account and click on 'Orders'. Here you will find all your orders and can view the details. Invoices are sent by our finance department via email and are not available in the webshop itself.

What about the warranty if a product is defective?

When a product is delivered defective, we handle the warranty processing for you. Please fill out a report on our fault reporting page.

Do I get replacement hardware when my product is being repaired?

This is not a standard provision. It depends on the agreements you have made and the type of warranty that comes with your product. Contact our Customer Advice Point for more information about the possibilities.

What happens if an item I ordered is no longer available?

We will immediately look for a comparable or better product. We can still deliver this to you, in consultation, as an alternative. You will always be informed in advance and can approve the change or cancel the order.

How can I cancel an order?

When you want to cancel an order, it is best to contact the Customer Advice Point as soon as possible via webshop@acknowledge.nl. Note: once an order has been shipped, it can no longer be canceled, but can be returned according to our return conditions.

I placed an order but did not receive confirmation.

When you have not received a confirmation email, you can first check your account. Click on 'Orders' and check if your order is listed there. Is this not the case? Then the order did not come through and you can place the order again. Is your order in the overview? Please contact the Customer Advice Point via webshop@acknowledge.nl.

Can I return a product?

When you want to return a product, it is best to first contact the Customer Advice Point via webshop@acknowledge.nl. Return rights differ per product and brand. The Customer Advice Point can provide you with the correct information.

What payment options does Acknowledge offer?

We offer the following payment options:

• Payment on invoice: Our standard payment method for business customers. You receive an invoice with payment term.
• iDEAL: Direct online payment via your own bank (optionally available)

Payment on invoice is our primary payment method. For specific wishes or questions about payment options, you can contact our Customer Advice Point via webshop@acknowledge.nl.

What is Acknowledge's account number?