Staples Commercial Account FAQ

The Staples commercial account is a method of payment that can be used online or in store. For Instore purchases, you will need to download the Staples Commercial Account Mobile App.

Staples Commercial Account - Apps on Google Play

https://apps.apple.com/ca/app/staples-commercial-account/id1552730777

Need more help, see here: https://trevipay.helpjuice.com/

How to Create my user Hierarchy?

Account Admins can create a Group and invite and edit Users to build out their hierarchy structure. As an Account Admin or Group Admin, you can manage your users and groups on the Users page or Groups page located under the Admin Settings.

A Group is a 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).

Separate Legal Entity (SLE) Group Type

In the US and CA, there is also the option to create a Separate Legal Entity (SLE) group type. A Separate Legal Entity or SLE is when a portion of the customer company is separate from the parent company for legal purposes. SLE group type should be created when a SLE that is associated with the parent company plans to utilize the same credit line as the parent company.

SLEs support all of the same features and permission sets as a standard reporting group. The only differences are that we capture additional business details pertaining to the SLE, and a SLE group can specify whether they want invoices billed to the parent group or the SLE.

You have the ability to edit Users, modify user access as well as their position within the hierarchy (i.e. their group), invite new users, and suspend or deactivate user accounts.

How do I manage my account hierarchy (Groups and Users)?​

As an Account Admin or Group Admin, you can click on the gear image on the upper right-hand navigation bar to access groups and users.

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.

Need more help, see: https://trevipay.helpjuice.com/groups/what-is-a-group

What permissions does each user role have?

Visibility to the Customer's credit line, credit available and invoice activity are all dependent on a user's position within the hierarchy and their role.

• Account Admin and Payer roles have visibility to the entire account’s invoices because these roles are in the top-level group. They also have visibility to the company credit line details.
• Group Admins have visibility to all invoices within their group and any sub-groups, but will not have access to the company credit line details (above or lateral to their group).​
• Purchasers only have visibility to their individual invoices, and also do not have access to the company credit line details. 

Need more help, see: https://trevipay.helpjuice.com/users/what-permissions-does-each-role-have?from_search=164423429

How do I resend an invite to my account users?

TIP: be sure to check spam or junk folders first!

As an account administer,

1. select the gear symbol on the top right-hand navigation bar and select ‘user’ from the pull-down menu
2. Then select the pencil icon on the user record in the Users table
3. Then scroll to the bottom of the General page
4. Then select “Resend Invite” under User Account Status

Need more help: https://trevipay.helpjuice.com/users/resend-invite?from_search=164423022 

How do I suspend or deactivate a user’s account?

To Suspend or Deactivate a user's account:

1. Navigate to the Users page located under the Admin Settings. 
2. Select the pencil icon on the user record in the Users table you wish to update. 
3. Scroll to the bottom of the General page.
4. Select whether you want to Suspended or Deactivate the user. 

Account Admins and Group Admins are the only roles with the permissions to suspend or deactivate a user's account.

Suspend vs Deactivate:

Suspended is a temporary status. The user can later be changed back to Active status following the same process as above. While suspended, the user will be unable to access their account or make purchases.

Deactivated is a permanent status. If you need to readd the user in the future, you will need to reinvite them to your account as you would a new user.

How do I manage my user account notifications?

Navigate to the Notifications page under the Profile settings. Here you can toggle on and off your purchase and invoice notifications. 

At least one person on the account must have this toggled on at all times to ensure important account notifications are abled to be delivered. 

How do I add or change my bank account?

Add Bank Account: To add a Bank Account, navigate to the Payment Methods page located beneath the Admin Settings in your menu bar. Select Add Bank Account and provide the requested bank account details. 

Only Account Admins and Payers have permissions to add or change bank accounts. 

Replace Bank Account: If you need to replace an existing bank account with a new bank account, select Replace Bank Account on the Payment Methods page. You will follow the same steps for adding a bank account as before.

Note: If you are enrolled in direct debit, any payments due in the next two days may still be drafted from your current account.

Remove Bank Account: To remove your bank account entirely, please contact Program Support.

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.

Only Account Admins and Payer users are able to make payments within the customer portal.

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:

1. Company Name as stated on the invoice
2. Total amount paid
3. Invoice numbers to be paid
4. 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 isn’t provided within seven (7) days of receiving payment, Staples Commercial Credit will apply payments from oldest to newest for both fully unapplied and partially unapplied payments. This means the oldest invoice will be paid first, followed by the next oldest, and so on.

How do I unapply a Payment?

1. Click on Payments
2. Select the payment you would like to unapply by clicking Modify
3. Uncheck the invoices you would like to unapply
4. Click Next
5. Add a comment in the Change Log and then click submit

Need more help, see: https://trevipay.helpjuice.com/payment-application/applying-and-unapplying-payments?from_search=164424606

How do I unapply a Payment?

1. Click on Payments
2. Select the payment you would like to unapply by clicking Modify
3. Uncheck the invoices you would like to unapply
4. Click Next
5. 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:

1. Click on Payments
2. Select the payment you would like to apply by clicking Modify
3. Check the invoices you would like to apply
4. Click Next
5. Add a comment in the Change Log and then click submit

You can not unapply and reapply at the same time. You would need to do the unapply process first and then after hitting submit go back in and complete the reapply process.

Need more help, see: https://trevipay.helpjuice.com/payment-application/applying-and-unapplying-payments?from_search=164424606

How do I request an increase in my credit limit?

A credit line increase can be requested via the portal using the Increase Credit button on the Account Overview. Once the decision has been made on the increase request it will be communicated via email to the requestor. The request can be made as a permanent or temporary increase. 

Need more help, see here: https://trevipay.helpjuice.com/company-info/how-do-i-request-a-credit-line-increase

How do I modify my profile information (name, phone)?

To update information related to your personal user account, navigate to the Profile Info page located under the Profile Settings.

Fields you have permission to update:

1. First Name
2. Last Name
3. Username / ID
4. Phone number
   1. Note - this phone number is not associated with your 2-Step Verification and will have no impact on where you verification code is sent, if SMS is your chosen verification method.

If you need to update your email, your Account Admin will need to terminate your existing account and reinvite you to the business account as a new user. 

If your email address is no longer valid, your Account Admin will want to deactivate the account with the invalid email address and re-invite with the correct, new email address (and placed in the same / correct Group within the hierarchy).

Need more help, see: https://trevipay.helpjuice.com/profile-info/how-do-i-update-my-profile-info

What if I disagree with a charge on my invoice?

For the quickest resolution, contact Staples Preferred team directly before or after submitting a dispute via the customer portal.

You can dispute an invoice 30 days after creation through the portal under the ‘Transaction History’ section on the Account Overview page. 

Follow the steps below to dispute a charge on an invoice:

1. Select the charge you wish to dispute by select the invoice or transaction from the Transactions table on the Overview page and select Dispute from the actions listed above the table.
2. Select a dispute reason from the dropdown list provided and add a comment to your dispute request. 
   1. Please provide as much detail as possible for the seller to speed up the dispute process. 
3. Once the dispute has been successfully submitted, you will see an exclamation icon next to the invoice or transaction on the table indicating that your charge is in dispute. The seller will be notified of your dispute and have a set number of days to action it. 
4. Outcome:
   1. If the Staples accepts the dispute and a refund issued, you will receive a Credit Note email notification and an updated or cancelled invoice.
      1. If the seller declines the dispute, you will receive a Dispute Declined email notification. 

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.​

The Account Admin or Payer must receive an invoice, but any user can turn off these notifications.

​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?

All invoices on your account can be viewed and downloaded on the Invoices table under Account Activity on the Overview page. 

To view your invoice statement, select the Invoice ID in the Invoice column of the table. This will open a PDF copy of the invoice in a new window. 

To download your invoice statement as a PDF, select the checkbox on the invoice or invoices you wish to download. Then select ‘Download’ from the actions listed above the Invoices table. 

To download your invoice statement as an Excel file, select the checkbox on the invoice or invoices you wish to download. Then select ‘Export’ from the actions listed above the Invoices table. Depending on if you have filters applied or specific records selected, you will have the options to Export All (all records in the table, regardless of filters or selections), Export Selected (only records selected with the blue check box displayed on the table), or Export Filtered (all records that apply to the filtered criteria, regardless of selections). 

View Varies by Role, depending on your user role, you will have different records available to you in the Activity tables. 

• Account Admins: all activity
• Payers: all activity
• Group Admins: activity from their group and below in their hierarchy
• Purchasers: their own activity only 

How can I view payments posted on my account?

To view a history of payments made on your account, navigate to the Payments page listed in your menu navigation. Only Account Admins and Payer roles have permissions to view this page.

On the Payment page, you can view the following information for each payment:

• Payment ID
• Settlement date
• Status of the payment
• Type of payment method used
• Number of invoices applied in the payment
• Amount of the payment
• Unapplied funds amount remaining on the payment

Export Payment Data 

You can export the entirety of the payment data from this table by clicking the 'Export All' button. Or, you can select one or more rows and click ‘Export Selected’ to only download the data relating to the selected payments.

Payment History Details: You can view the details of a specific payment by clicking on the payment row or its ‘Payment Id’ link. On the ‘Details’ screen you can see all of the invoices that this payment is currently applied to.

You can also click the ‘Modify’ button to modify the payment or click the ‘Payment History’ button to download a Payment History Report.

Need more help, see: https://trevipay.helpjuice.com/payment-history/how-do-i-view-my-payment-history?from_search=164425902

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)

Staples Commercial Account - Apps on Google Play

https://apps.apple.com/ca/app/staples-commercial-account/id1552730777

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).