Next Gen - Ordering - Self-Service Guidance
Next Gen - Ordering - Self-Serve Guidance
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Contents:
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Additional Information
Action to be taken
Attention
Return
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Self-Serve
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Check List
To guide customer's to self-serve, you can follow the links below to see the supporting information on our Next Gen e-Commerce platform and FAQ.
This may differ depending on the customer, so always data cleanse before offering help to ensure you are not offering the wrong advice.
How to support, if the customer cannot perform the action themselves online, will be linked at the bottom of each section.
**Some features are still being built on the new e-commerce platform so there will be instances where you will need to guide the customer back to Webshop**.
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How to log into the Lyreco e-commerce Platform - Self-Serve Support
To order on the Lyreco e-commerce Platform, follow these simple steps on the NextGen Beta site:
1. Visit the page via https://shop.lyreco.ie/en
2. Click on the account avatar icon on the task bar to log in:
3. On the drop down, select 'Log in' to go to the log-in page.
4. Enter your given user name and password, and press Enter or click Login to proceed
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How to place an order on the Lyreco e-commerce Platform - Self-Serve Support
Firstly, you will need to be logged into the Lyreco e-commerce Platform -Back to How to log into the Lyreco e-commerce Platform
1. Once logged in, browse items by searching in the upper search bar or using the provided 'Products' drop down menu.
2. Once you have found an item you would like to purchase, and the item is showing as 'in stock', select 'Add to Basket' to add the item to your Lyreco e-commerce shopping cart.
3. A pop up will appear to advise that you have successfully added an item to your cart:
4. Continue this action until you have all your desired items in your basket, then click on the shopping cart to proceed to the next step.
5. Your shopping cart will have all your selected items listed, and will confirm the total sum for the order (including any delivery charge, if applicable). You can remove items by selecting the bin icon beside the product.
You can then choose to continue to Checkout or go back and Continue Shopping.
6. If you select 'Checkout' you will be taken to the next screen which invites you to add a Purchase Order Number. This may be required for your accounting, or simply as a personalised identifier of your order.
Once you have added a Purchase Order Number, select Next Step to move forward to the next page.
7. The next page will allow you to select delivery. By default, the Next-Day option will be selected. If you wish to select a particular delivery date (between Monday-Friday) you can select the second option and choose your required date.
For an eco-friendly delivery, you may select Optimised Delivery which will allocate your order to be delivered within 3-working days, removing the need to have a designated delivery and allowing us to consolidate customer deliveries in a way that is economically viable for our courier service.
Your delivery address will be pre-populated in the box below. If you have more than one delivery location on your account, you will be able to select between them by using the drop-down option provided.
Once you have selected your delivery requirements, select Next Step to move forward to the next page.
8. Payment is by invoice. This option will be pre-select for you.
Select Next Step to move forward to the next page.
9. The final page will summarise the company details, delivery requirements and a sum of your order so that you can buy with confidence.
You must accept the Terms and Conditions to proceed to placing your order. Select the small box to agree to these terms, and the Place Order box will become accessible.
10. Once your order is placed, you will provided with a confirmation of your order and your unique order reference. You may also request an email confirmation of this page by selecting
Next Gen - How do I recognise a Next Gen user?
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How to view your order history on the Lyreco e-commerce Platform - Self-serve support
To view your order history on the Lyreco e-commerce Platform, follow these simple steps on the NextGen Beta site:
Firstly, you will need to be logged into the Lyreco e-commerce Platform -Back to How to log into the Lyreco e-commerce Platform
To access your order history, please follow these steps:
1. Click the user icon located on the right-hand side of the (home)page.
2. Select 'My orders' from the menu options.
Within the “Orders” section, you will find information about your pending orders, as well as detailed records of all orders placed within the past 12 months.
Next Gen - How do I recognise a Next Gen user?
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Where can I find my customer number - Self-Serve Support
You can find your customer number at the top right-hand side of the Account overview page when you are logged in.
Next Gen - How do I recognise a Next Gen user?
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I can't see the item I want on the Lyreco e-commerce Platform - Self-Serve Support
Can't find what you're looking for?
1. Try broader search terms & check your spelling.
2. Input more than 1 word for your search.
3. Explore more product options on our Extended Catalogue here.
For further assistance, please contact one of our Customer Care team using our Live Chat feature below or call us on 1800 88 22 76.
Please have your Lyreco customer number available when contacting us.
Next Gen - How do I recognise a Next Gen user?
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Can I place an order and select a preferred delivery date? - Self-Serve Support
Yes! When you are processing your shopping basket you will be invited to confirm your delivery requirements on the second page.
By default, the Next-Day option will be selected. If you wish to select a particular delivery date (between Monday-Friday) you can select the second option and choose your required date.
For an eco-friendly delivery, you may select Optimised Delivery which will allocate your order to be delivered within 3-working days, removing the need to have a designated delivery and allowing us to consolidate customer deliveries in a way that is economically viable for our courier service.
Your delivery address will be pre-populated in the box below. If you have more than one delivery location on your account, you will be able to select between them by using the drop-down option provided.
Once you have selected your delivery requirements, select Next Step to move forward to the next page.
How to support
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How can I edit the items in my shopping basket? - Self-Serve Support
On the shopping cart page, you can find three options for editing your order.
The first is to change the quantity of items by clicking on the "-" or "+" buttons or change the quantity of the item in the input field.
The second is to remove the item from the shopping cart by clicking on the "Delete" button.
The third is to clear the order by clicking on the "Empty Cart" button.
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How do I search for products? - Self-Serve Support
Use the search bar located at the top of the Lyreco e-commerce platform.
Here, you can quickly search for products using relevant keywords like "pen" or by entering the Lyreco product code reference, such as '159.543'. Start your search by pressing the 'Enter' key on your keyboard, or by simply clicking the ‘Search’ button.
Alternatively, you can easily navigate our product offerings by accessing the products menu situated on the left-hand side of the homepage.
For more product support, please reach out to us through the chat function below or by calling us at 1800 88 22 76
Please have your Lyreco customer number available when contacting us.
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How can I identify environmentally friendly products? - Self-Serve Support
This feature is not yet available on our Lyreco E-Commerce Platform.
Please contact our dedicated Lyreco Customer Care team for assistance.
How to support
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How can I check the warranty of a product? - Self-Serve Support
When an item is selected, you can view all relevant details relating to that product on the product page. There will be a short summary of highlights followed by a hyperlink that reads Go to product details. Click here to view more.
The hyperlink will take you to the product description and specification details.
It is here, below the product description, that you will find the details of any warranty provided on an item.
To claim on a warranty, please contact Customer Care directly for more support.
How to support
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Is the retail price of the product inclusive of VAT? - Self-Serve Support
The price presented on the store front is excluding VAT. VAT is only displayed at checkout in the summary section.
How to support
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How can I see if a product is in stock? - Self-Serve Support
The Lyreco e-commerce Platform clearly displays whether or not an item is in stock when browsing the applicable options in a table view, and when you click into a specific item for more information.
Products will fall into one of the following categories:
- In stock: These items are in stock and ready for prompt delivery.
- Back in stock soon: These items are currently being replenished and available for ordering, they will be delivered as soon as possible
- Out of Stock: Unfortunately, these products are currently unavailable.
- Direct Delivery: These items will be delivered directly from our supplier and not delivered the next working day due to longer lead times.
- On demand: Orders for these items are processed on demand and not delivered the next working day due to longer lead times.
1. Item Selection
2. Item Specifications
Direct Delivery & On Demand: These items will be delivered directly from our supplier and not delivered the next working day due to longer lead times.
For more details on out-of-stock items, please reach out to us through the chat function below or by calling us at 1800 88 22 76
Please have your Lyreco customer number available when contacting us.
How to support
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Other Next Gen Articles for Self-Serve Support
| Next Gen - Accounts - Self-Service Guide |
| Next Gen - Delivery- Self Serve Guidance |
| Next Gen - Invoice and Payments - Self-serve Guidance |
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