Choose your country and language
Login
Choose your country and language

Frequently Asked Questions

Browse categories

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.

Request assistance

Order List

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

The order list contains an overview of your orders from the past 24 months. This can be orders that you made through Brenntag Connect or through Brenntag directly. This overview only shows Warehouse, Back-to-Back and Direct orders.

What's the difference between All Orders and My Orders?

'All Orders' is an unfiltered list of orders created by anyone from your company. 'My Orders' shows only the orders created by you, the logged-in customer.

What do the different order statuses mean?

The status of an order on your order list will be one of the following: 

  1. Open 
  2. Closed 
  3. Cancelled 

This status is based on the status of the related order lines; each product has a different order line. The order line can also have a different status, as follows: 

  1. Submitted: the order line has been successfully submitted in Brenntag Connect.
  2. Acknowledged: the order line has been successfully acknowledged in Brenntag Connect and you're aware that your order has been received and progressed.
  3. Confirmed: the order line has been confirmed for delivery and has progressed and you've received an order confirmation.
  4. Out for Delivery: the order line is in progress for delivery and has progressed.
  5. Invoiced: the order line has been completed and invoiced.
  6. Cancelled: the order line has been cancelled.

An order will have an Open status until all order lines are invoiced or cancelled. An order will have Closed status if all order lines are invoiced or cancelled.

What does Reorder mean?

Reordering means you can copy one of your orders from the past 24 months and reuse it. This is particularly efficient if you frequently reorder a product. Please note that the pricing will be updated in Brenntag Connect to reflect current prices.

What is the difference between Reorder and Reorder All?

When you select Reorder, you can reorder a single product. Selecting 'Reorder All' reorders all of the products within that order, including all the order lines, quantities and Ship-to location, and adds them to a new order in just one step. 

Can you resend my order confirmation?

Your order confirmation will be sent when all order lines are confirmed. If you want to receive this order confirmation again, please contact us via Chat.

What does Last Updated mean in the order list?

This refers to when changes were last made to the order, such as status change, delivery date, etc.

There is no CoA in my order. How can I get a copy?

CoA is issued only once delivery has been processed and the batch/lot number is known. You can download the document once your order status has been updated to Out for Delivery. If you already know the batch/lot number, please contact us via Chat and we'll send you a copy of the CoA document.   

I don't see a price in the order list. What happened?

The total order value is shown on the order list when the order line status is changed in submitted. After that the order amount is shown on the order list.

I can't see all of my orders on my order list.

Your order list shows orders from the past 24 months. If you've placed an order within that time and it isn't showing up on your order list, please contact us via Chat.

Ordering

Why can I only order products in the same currency?

Currently, the Shopping Cart can only be set to a single currency, and the first product you add to your cart will set that currency. If you want to create an order with multiple currencies for different products, you'll need to create a separate order for each currency. 

I need a consignment stock fill-up; is this possible through Brenntag Connect?

It's not possible just yet to request a consignment fill-up through Brenntag Connect. Please contact our Brenntag Customer Service team via Chat and they'll arrange it for you.

I want to order different products for different Ship-to addresses. How do I do this?

The Shopping Cart currently supports a single Ship-to address, so you'll need to create a separate order for each location. We're constantly working on ways to serve you better, so stay tuned for any changes around this function.

How do I know if there will be any additional charges in my order?

Prices on Brenntag Connect don't include taxes and surcharges. Your invoice will display the total costs. Please contact your CSR for more information.

I've created an order in Brenntag Connect but I can't see it in my order list. What went wrong?

Once you've submitted your order it may take a few minutes to update in Brenntag Connect. Please wait a few minutes before refreshing and checking your order list. 

I don't want my order delivered by Brenntag - can I collect it myself?

Yes. When you raise your order in Brenntag Connect, just add a comment to indicate that you would like to arrange your own collection. Our Customer Service team will be in touch.

I would like to have multiple products delivered on different days. How can I do this?

Currently you can only order products for the same delivery date. If you want to order products for different delivery dates, you'll need to create a separate order for each date. For exisiting orders, please contact us via Chat if you want to change your delivery date. If you purchased the order in the past 24 months, just click the Reorder button and all fields will be filled in automatically.

Is it possible to get next-day delivery?

Next-day delivery is possible, subject to stock availability. Once your order is submitted, our Customer Service team will contact you with an update.

What is the order cut-off time if I require next-day delivery?

For delivery within your state: order before 2pm Monday to Friday AEDT. For interstate delivery: order before 1pm, Monday to Friday AEDT. Orders placed after the cut-off time will be processed the following day.

Can I get same-day delivery?

Same-day delivery is possible, subject to stock availability and order cut-off times. A $25 (+GST) fee will apply to the order. Before you place your order, please add a comment to your Shopping Cart that you require same-day delivery. Once your order is received, our Customer Service team will be in touch.

I have an urgent order. What can I do?

Please enter your order in Brenntag Connect on the requested delivery date and add a comment that it is urgent.

I would like to make a change to the shipping instructions that are shown when I order. How can I do this?

If you need to update the shipping instructions on an order, please add a comment to your Shopping Cart before you place your order and we'll update the details.

How can I change or cancel an order?

If you want to change or cancel your order, please contact us via Chat and let us know what you want to do.

I have a blanket order with Brenntag for a product. Can I make a call-up from Brenntag Connect?

Blanket orders are currently not able to be called up from Brenntag Connect. Please contact us via Chat and we'll be happy to assist.

I get an error placing an order in Brenntag Connect. What went wrong?

Sorry you received an error message. Please contact us via Chat and we will follow up as soon as possible.

Products

I don't see a price for the product I'm looking for. What should I do?

No price shown in the product list it means that no price is available for that product. You can always contact us via Chat to request a price.

I can see a price for a product, but it's not the price I had agreed on. Can I get this updated?

If any prices are incorrect, please let us know via Chat and we'll investigate.

Can I negotiate a different price to the one displayed?

Yes, it's possible to negotiate a price. Please send us a request for a price offer via Chat and we'll follow up with you.

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

It could be that the product is no longer sold by Brenntag. If you purchased the product in the past 24 months, the order for that product will be visible in your order list, even though it's not shown on the product list. If you have any questions, 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 a particular product.

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

The HZ icon indicates that a product is Hazardous; DG indicates Dangerous Goods. For more information, please refer to the Dangerous Goods classification in the product details. 

I changed the ship-to location and now the prices have changed. What happened?

There are three categories of prices shown in Brenntag Connect:

  1. Contract price linked to ship-to
  2. Contract price linked to sold-to
  3. List price

Thus if you change the ship-to location, the prices may change, too.

How do I know if tier prices are available?

We indicate tiered pricing  with the word 'From' before the price in the product list. Click on Product Details to find out more about the tiers and available pricing. 

What is the difference between All Products and My Products?

All Products indicates every product that is available through Brenntag Connect. My Products indicates every product that your company has negotiated contract pricing for, or has purchased in the past 24 months.

Where can I find the SDS and TDS documents?

Search for the product in the product list and click on the Product Details. If an SDS or TDS document is available for the product, it will be displayed below the pricing section on the right side of the screen. Important: the latest version of the SDS will be displayed; please take this into account when searching through historical data.

The product details page is not showing the SDS or TDS. How can I get a copy of these documents?

If the SDS or TDS documents aren't displaying in the product details page, please contact us via Chat to find out if they are available.

How can I request another document?

If you're looking for other product-related documents, please contact us via Chat to find out if they're available.

Invoices

How can I receive a copy of my invoice?

Please contact us via Chat to request a copy of your invoice.

My profile

I see that my personal details are incorrect. What should I do?

Sorry about this. Please send us the correct information via Chat and we'll adjust your details as soon as possible. 

I see that my company details are incorrect. What should I do?

Sorry about this. Please send us the correct information via Chat and we'll adjust the details as soon as possible. 

I need to add a new ship-to address. How can I do this?

Please send us a message via Chat with the new ship-to address and we'll process this as soon as possible. Once we add the ship-to location, it will show automatically on Brenntag Connect.

I need to add a new bill-to address. How can I do this?

Please send us a message via Chat with the new bill-to address and we'll process this as soon as possible. Once we add the ship-to location, it will show automatically on Brenntag Connect.

Access

Can you give my colleague access to Brenntag Connect?

Yes, we can. Contact your account manager, who can provide access to Brenntag Connect. Please note that to create a new user we need the following contact details: full name, email address and phone number.

I am going on leave; can I give my login credentials to a colleague?

To protect your company's information, we recommend that you never share login credentials with other parties. If you are going on leave, please let us know and we will suspend your user profile while creating another profile for your colleague.

I forgot my password. What should I do?

Go to the login page of Brenntag Connect and click on the Forgot Password button. 

Someone has left our company; can I remove them from Brenntag Connect?

Thanks for letting us know. Please send us their full name and email address via Chat and we will remove that user from Brenntag Connect.

Can I turn off Two-Factor Authentication?

No, it's not possible to turn off Two-Factor Authentication in Brenntag Connect. 

I get a message that my account is blocked. What happened?

Your account is blocked because you made too many unsuccessful attempts to log in. When this happens, we send you an email with a link to reset your password. If you haven't received that email, please contact us via Chat.

I can't log in. What should I do?

Please contact us via Chat and we'll find out why you're unable to log in.

I did not receive my welcome email. What should I do?

Please check your SPAM or 'other' folder for the welcome email. If you still can't find it, please contact us via Chat.

For the second factor in Two-Factor Authentication, can I switch from QR scanner to text message?

No, it's not possible to switch your factor authenticator, unless we re-register you as a user.

I have lost my second factor authenticator/device and do not have a recovery code.

Please contact us via Chat and we'll see how we can help you.

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.

Request assistance