How do I manage my account hierarchy (Groups and Users)?
As an Account Admin or Group Admin you can click on the Account and Settings menu on the upper right corner of the screen and then select ‘Users & Groups’.
Groups – You will have the ability to create a Group. A Group is subset of users within your larger account. In general, Groups are created for reporting purposes and to limit overall account access (users cannot see activity outside of their group).
Users – You will have the ability to edit users, modify user access as well as location within the account hierarchy, invite new users, and suspend or deactivate user accounts.
What permissions does each user role have?
Primary Account Admin — Users A & B in Group “John Doe Hardware”
- “Super Admin” – has all portal functionality
- Can purchase on credit line
- Can edit users / groups of entire company account
- Can add groups
- Can view all invoice activity
- Can initiate payments within portal
- Any updates to this user role requires assistance from Customer Support
Group Admin — Users E & F in Group “Group A” and User G in group “Group B”
- An admin but only within their Group or sub-group(s) (i.e. not super admin)
- Can purchase on credit line
- Can edit users / groups only within their group and/or sub-groups.
- Can view all invoice activity only within their group or sub-groups.
- Can NOT initiate payments within portal
- Can NOT add groups
Purchaser — User D in Group “John Doe Hardware”, Users H & I in Group “Group A” and User J in Group “Group B”
- Can purchase on credit line
- Can view only their invoice activity
- Can NOT initiate payments within portal
Payer — User C in Group “John Doe Hardware”
- Can view all invoice activity of entire company account
- Can initiate payments within portal
- Can NOT purchase on credit line
How do I resend an invite to my account users?
TIP: be sure to check spam or junk folders, first!
As an Account Admin or Group Admin role user you can click on the Account and Settings menu on the upper right corner of the screen and then select ‘Users & Groups’.
From this screen, click on the pencil icon by the name of the person to whom you need to resend the invitation.
When the Edit User screen appears, click on the ‘Group & Roles’ tab and then the ‘Resend Invite’ button on the lower part of the screen.
How do I suspend or deactivate a user’s account?
As an Account Admin or Group Admin role user, you can click on the Account and Settings menu on the upper right corner of the screen and then select ‘Users & Groups’.
From the ‘Users & Groups’ screen, click on the pencil icon by the name of the person for whom you need to remove.
When the Edit User screen appears, click on the ‘General’ tab, from there you can temporarily suspend a user account or permanently deactivate a user’s account.
How do I manage my user account notifications?
Click on the Account and Settings menu on the upper right corner of the screen. The ‘Profile Info’ page will appear with the ‘Profile Info’ tab selected. Select the ‘Notifications’ tab.
Slide the button to the right to receive purchase and invoice notifications. Slide the button to the left to turn notifications off. All users will default to receiving their invoice notifications.
How do I add or change my bank account?
Account Admins and Payers have access to add or change bank accounts.
Click on the Account and Settings menu on the upper right corner of the screen and then select ‘Bank Accounts’. Click on ‘Add Bank Account’ button. A window will appear where you can add the bank account details.
How do I pay my invoices?
Payments can be completed online from the Account Overview page. Simply select the check box on the right for the invoices you want to pay and then click on Pay. Customers can pay via check, ACH or bank drop down, as listed
The Make Payment screen will show the selected total you have selected to pay, the remaining balance of your account, the bank account you registered to pay from, the number of invoices to be paid and the payment total. Click on the blue ‘Pay’ button to submit.
How do I send my remittance advice?
Unless payment is made online in the portal designating the invoices to pay, a Payment Remittance email needs to be sent to remittance@commercial.staples.ca.
This email should include the following:
- Company Name as stated on the invoice
- Total amount paid
- Invoice numbers to be paid
- Amount to pay on each invoice.
The receipt of remittance instructions is crucial to the payment process. Benefits include:
Ensures that the payment will be applied exactly as intended.
- Confirmation that the payment is posted to the correct customer account.
- Increased accuracy and timeliness of payment application, resulting in higher credit availability.
- Prevention of follow-up emails and phone calls requesting payment instructions.
- Helps keep receivables current and reduces collection efforts
What happens if I do not send remittance advice for my payments?
If remittance advice hasn’t been provided within seven (7) days of receiving payment, Staples Commercial Credit will apply payments oldest to newest, for both fully unapplied and partially unapplied payments. This means the oldest invoice will be paid first, and then the next oldest, and so on.
How do I unapply a Payment?
- Click on Payments
- Select the payment you would like to unapply by clicking Modify
- Uncheck the invoices you would like to unapply
- Click Next
- Add a comment in the Change Log and then click submit
How do I deal with misapplied payments?
Follow the instructions above for unapplying a payment. Once you have unapplied the payment, you can reapply your payment correctly through the following steps:
- Click on Payments
- Select the payment you would like to apply by clicking Modify
- Check the invoices you would like to apply
- Click Next
- Add a comment in the Change Log and then click submit
How do I request an increase in my credit limit?
As an Account Admin or Payer role user, you can submit a request for a credit limit increase by clicking on ‘Increase Credit’ button under the Credit section in the Account Overview screen.
How do I modify my profile information (name, phone)?
Click on the Account and Settings menu on the upper right corner of the screen. The ‘Profile Info’ page will appear.
On this screen you may modify your Name or Phone. Enter the needed changes and click ‘Save’.
What if I disagree with a charge on my invoice?
You can dispute an invoice 30 days after creation through the portal under the ‘Transaction History’ section on the Account Overview page.
Simply select the invoice(s) you want to dispute and click on the ‘Dispute’ button. Complete the ‘Dispute Invoice’ form providing as much information as possible for the reason of the dispute including contact information if questions about the dispute are needed.
After the issue is corrected, you will receive an updated or cancelled invoice.
When will I receive invoices?
Invoices are sent via email immediately after goods are shipped to those users with notifications switched on:
- Account Admin and Payer roles will receive invoices for the entire account
- Group Admins will receive all invoices within their group and any sub-groups.
- Purchasers will only receive their individual invoices.
Users can also access invoices at any time through the portal under the ‘Transaction History’ section on the Account Overview page.
How can I download my invoices?
You can view or export your invoices at anytime through the portal under the ‘Transaction History’ section on the Account Overview page.
Simply select the invoice(s) you want to export and click on the Export, which will allow you to export all selected invoice records into a csv file.
How can I view payments posted on my account?
As an Account Admin or Payer user, you can see all payments made on your account.
Under the ‘Transaction History’ section of the Account Overview page, select the Payments tab to view this activity.
How do I get the Staples Commercial Account mobile app?
You can download the Staples Commercial Account mobile app through the App store (iOS) or Google Play (Android)
How often will I have to authenticate each device?
When you enter the 6-digit code, check the box beside ‘Don’t ask on this device for 30 days’. If the 2FA validation is selected, you will not have to complete 2FA at Sign-In for that device and browser combination for 30 days.
How do I change my preference for 2FA?
Log into the customer portal. In account settings, choose “Security”. Once on the security page, 2-FA will show enabled, and you will be given a choice – “Switch to SMS or Switch to Email”. Once the change has been selected, click “Update” to complete the process. The preference can only be changed through the customer portal and will apply to both online and mobile devices.
How do I request a refund?
You must initiate a refund request through Customer Support.
Refunds will be applied to past due invoices first (if applicable).
