If I raise an order and the price changes can I cancel my order and raise a new one at the correct price?
Product prices are fixed and noted at time of order although the basket total may vary on order completion. Once a order has been confirmed it is expected that both the buyer and seller are happy with the agreement. Subsequent changes will need to be agreed between the partner and member.
How can I cancel my order with the supplier?
Once you have confirmed an order with a Partner your contract is solely with that Partner and their normal terms and conditions will apply. All discussions regarding deliveries, amendments or cancellations should take place directly between the buyer and the seller.
WoodScanner accepts no responsibility for such matters.
Can suppliers charge a premium for payment by card? (e.g. Debit/Credit Cards)
All prices and arrangements carried out on the site are subject to final confirmation by the Partner. Therefore, charges for card payments, delivery charges etc (this list is not exhaustive) may be added by agreement with the member.
How do I know that the Partner has received my order?
When an order is sent to a Partner directly from the platform the Partner will confirm on the website and an email will be sent to the member. Afterwards they will follow their own, internal process for fulfilment so this will vary by supplier.
Is there a "Favourites" option where I can mark products I order frequently?
There is a “save your search” function button where product searches can be identified and stored to your account home page – this provides quick access to the smart basket functions for availability and pricing each time.
Is it common practice for the Partner to contact / call me to confirm the order?
We have an order confirmation tab on the Partners order receipt page where they should confirm to the member that their order is being processed, completed or cancelled. They can also use the online messaging facility to advise the buyer on any requirements e.g. credit control, payment facilities etc.
Using the online process helps to minimise Partner costs that may reflect in buyer pricing.
What happens if I can't find a product in the filtered searches?
We anticipate eventually having over 5,000 unique products on our website. At the outset the WoodScanner website will operate with a limited selection of items but these will increase as we add new categories throughout 2019. You may use the directory to find a supplier in the category of the product you are searching for until we have added the product to our filtered search function. If this doesn’t work and an alternative/suitable product can’t be located, please use the contact us form available on every page to let us know so that we can respond and help you.
Please remember that this find-compare-connect site is designed for commodity, “off the shelf” timber and panel products – bespoke items, special orders, etc. won’t be available. However if we are not listing a product that you feel should be on our site use the contact us form and tell us.
How do I deal with quality issues?
This may depend on the product descriptions applicable to the item ordered but there is an expectancy that the buyers on a B2B site have a full grasp of the variances in the options displayed pre-selection. Please always check our Partner if you are unsure about the suitability of the product being ordered, particularly if you are not familiar with the product. Issues arising out of generally poor quality should be dealt with directly with our Partner as is current practice.
How long will it take a Partner to process and despatch my order?
Individual Partner hours of business will vary, but, as a minimum, we would expect them to process orders during standard UK office hours and advise you accordingly. If a member has a special delivery request this should be added in the “more information” box at the checkout. but the time of day at which the order is placed, and availability of stock will affect when an order can actually be despatched.
In time we will be able to offer members an option to select “Next Day” or “Standard” delivery options at checkout.
How do I return an item?
For products damaged, of poor quality or incorrectly delivered the member should contact our supply Partner directly using the contact details on your system-generated order or directly by phone or e-mail. All our Partners details are listed in our directory.
How is stock calculated and managed by WoodScanner?
WoodScanner DOES NOT manage the stock. Each Partner is registered with us and has agreed to abide by the good and fair practice policy set out by WoodScanner. Stock and prices are the sole responsibility of our Partners and can be adjusted at any time of the day. It should be appreciated that this is not an exact science as there could be occasions where a Partner advises that a product is out of stock due to the timing issues and complexity of the market. This may result in the need to cancel an order or part of an order. The Partner will contact the member directly to resolve any issues arising.
Why do I need to register to use the marketplace?
Only upon login will you see the full WoodScanner marketplace experience. As a B2B community we do not share the content with consumers. The signup and logon process allows WoodScanner to ensure that you are connected with all of our partners and guarantees that you are getting access to best options and prices.
Where does my registration data go and/or where is it stored?
How do I update my user information, for example if I change jobs or work location?
A change of user as a partner or member will necessitate a new signup, as accounts are linked to email address functionality as well as the business name. Logins are stand alone and not transferable. Once a member or partner advises WoodScanner that they wish to leave the community we will ensure that our housekeeping process deactivates the account. Other basic changes can be self-managed via your login secure account area.
Who do I email if I have a question?
Please use the “Contact Us” link on the homepage – this will generate an email to the support team.
Can I call someone to ask a question?
Yes of course Please use the “Contact Us” link on the homepage – this will generate an email to the support team. If you would prefer a call back, please add your telephone number.
How and why are products filtered?
Access to products may be filtered based on your user status for example when we launch the tab for Goods to Arrive/Forward Stocks this will only be available to our Partners. In the future we might find that a restricted product view may have been specifically requested by your organisation.