Help & Support

We would first ask that you check you are going to the correct URL (https://shop.banneruk.com/).

If your login details do not work on this page there is an option to click 'problem signing in' button this will then you forward you to a webpage that will allow you to do one of the following:

'Forgot Password' - You would need to input the relevant information which would then generate an automated email this will give you the ability to re-set your password, (providing the details on your profile are correct i.e. Email address). There is a possibility that this may go direct to your SPAM inbox so we would ask that you check this before calling.

If you have forgotten all of your details, you can either call our e-commerce helpdesk on 0843 538 3377 or fill in the 'forgotten user details' form. This will send an email to our helpdesk team who will re-send your login details to your direct.

If you are logged into your account and would like to amend your password, you can do so by clicking your name under the section 'account services'. There is then a padlock, this will take you to a screen where it will allow you to update your current password your password must be 8 and 12 characters and include at least 1 letter and 1 number.

When your online ordering profile is created you must be allocated to a 'master' group. So we are able to differentiate between groups and users there is a 'prefix' allocated to users i.e. BANNERarmitage. As you will see the 'prefix' for this customer is 'BANNER' as this represents the company/ group that this user belongs to. The secondary part, 'Armitage' relates to the customer directly i.e. their surname. All accounts are set-up in a similar way.

How do I see different addresses I have access to? When you are logged into your Banner profile you have the ability to switch between different addresses, this function can be found under 'Account Services' - 'Switch Address'. This will provide you with a list of all the addresses and subsequent account numbers you have access to.

If you need to order to a location that is different to what you currently have access to on your current online ordering address profile, please speak to your Banner account manager. They will collect and confirm all the necessary details and get your request set up via our Database and Ecommerce teams.

Your business leaders may have selected specific products or categories that your business can order from Banner. We have the capability to add restrictions based on the following categories e.g. selected category selections, price brackets, branded vs private label or green credentials...

We would ask that you discuss any missing product(s) with your business lead and then follow up our e-commerce team who will be happy to assist you.

Before proceeding through the checkout with your order, directly above your first item in the shopping basket there is an option to refresh the stock levels of the items you wish to purchase. You have the option to either 'Enter your Post Code' or 'choose your address from the list'. This will update every item in your shopping basket with the correct levels of stock for the delivery address you have chosen.

If you believe that you should be being/ not being asked to enter credit card details at point of purchase, we ask that you speak with your Banner account manager immediately.

A decision may have been made by your Banner rep' that you and/or some of your colleagues orders will go to a third party for authorization, for example your direct manager. If you believe that this is in anyway incorrect, we would ask that you speak with your Banner rep' who can explain the process to you or send any relevant changes to our e-commerce department.

Similar to the above, a decision may have been made to remove any authorization from your profile. If you believe that this is in anyway incorrect, we would ask that you speak with your Banner rep' who can explain the process to you or send any relevant changes to our e-commerce department.

When an order has been placed that you have been requested to authorise, you will be notified by email. Once you have logged into your online profile with Banner you will see a flashing triangle on the home page which will notify you that you have 'x' amount of orders to authorise. Once you have gone into this section you can, review, approve, reject or refer the order.

There are a few possible scenarios that would cause this to happen:

• Is your email address correct on our system? You can check this on your profile under account services.
• Do you have your purchases authorised by a third party i.e. your manager? If so, this email will not generate until they have authorised the purchase for you.
• Has the email been rejected due to company firewalls or has it been sent directly to your junk folder?

If the above three scenarios are not the cause of the issue, our e-commerce team will contact the relevant department who can ensure the email is being generated correctly and issued to you.

When you are logged into your profile on our Banner webpage, there is a section under 'Account Services' called 'Order Tracking 'Please refer to the relevant section of the help document for further details.