FAQ : Frequently Asked Questions dutscher.com 
 

Table of contents

How do I place an order on dutscher.com in guest mode?
 

You are not a Dutscher customer yet and would like to place an order online? You can do it in “guest mode”, by completing a secure credit card payment.

(Note: If you already are a Dutscher customer and do not have a web account yet? We invite you to create one by clicking here ) 

1. Add the items you wish to order to your basket:
    
   • from a quotation.  See how. 
   • via the express order form
   • or simply from our product pages, accessible via our search engine. See how. 
     
     
      
2. Once you have added your items, go to your basket (button at the top right of the interface).
   At the bottom of your basket (step 1 of the order process), click on "Finalise order".
   
    
3. In step 2 of the order process, enter your delivery and billing addresses. Uncheck "Same address as delivery address" if your billing address is different from your delivery address. Then confirm your addresses at the bottom of the page.
   
    
4. On the finalisation page (step 3 of the order process), complete the following information:
    
   • your order number;
   • comments you may have to help us process your order.
     
     Then, click on "Order with payment" (immediate payment by credit card required).
     
      
5. Accept our terms and conditions, privacy policy, and confirm that you are ordering consumables and/or small benchtop equipment and are aware that additional costs may be charged for the delivery of large equipment. To anticipate these, it is better to request a quotation in advance), for delivery in mainland France (otherwise an "export" quotation is also required).
   
   

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How do I place an order on dutscher.com in log-in mode?
 

1. Log in to your web account if you are already a Dutscher customer and have a login and password. 
   (Note: If you are not yet a customer, you can place your order in guest mode. See how.)
   
   
    
2. Add the items you wish to order to your basket: 
   • from a quotation.  See how.
   • from a standard basket , an order plan  or a previous order . 
   • from the content of your quotation;
   • via the express order form;
   • or simply from our product pages, accessible via our search engine. See how. 
     
     
      
3. Once you have added your items, go to your basket (button at the top right of the interface).
   At the bottom of your basket (step 1 of the order process), click on "Finalise order".
   
    
4. In step 2 of the order process, select your delivery and billing addresses. Uncheck "Same address as delivery address" if your billing address is different from your delivery address. 
   To add a new address, click on "+", enter the necessary information and click on "Save".  
   To modify an existing address, click on the pencil image. 
   To delete an obsolete address, click on the recycle bin image.
   Then, confirm your addresses at the bottom of the page.
   
   
    
5.  On the finalisation page (step 3 of the order process), complete the following information: 
   • your order number;
   • any code that can identify your order to your purchasing department (project number, budget line, for example), or the Chorus code (electronic invoicing for public institutions);
   • comments you may have to help us process your order.
     
     Then, click on "Order" (payment in accordance with GCS on D+30) or "Order with payment" (immediate payment by credit card).
     
      
6. Accept our terms and conditions, privacy policy, and confirm that you are ordering consumables and/or small benchtop equipment and are aware that additional costs may be charged for the delivery of large equipment. To anticipate these, it is better to request a quotation in advance), for delivery in mainland France (otherwise an "export" quotation is also required).
   
    

 You may see the message "You cannot order" on your basket page:  

• If you are a customer located outside mainland France, please send your order form to our export department after requesting a pro forma quotation. See your export and reseller contacts.  
• If your purchasing department has assigned you a web profile allowing you access only to product information, sales prices and item availability, and does not authorise you to order on our site. If this is the case, please create your order directly in your system.
• If an item in the basket has an undefined price. If so, please  contact us.

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How do I save a basket: order plan and standard basket?
 

Order plan

This allows you to save a basket to be finalised later (adding/deleting items, etc.).
This “draft” can be accessed from your dashboard, in the "Order plan" widget

Click here to find out how to find and order an order plan.  

Standard basket 

This feature allows you to save a list of items in a basket for recurring use, named by the label of your choice.
Standard baskets can be accessed from the drop-down menu in your web account, or via the "My items" widget on your dashboard.

Click here to learn how to find and order a standard basket.

Create an order plan or a standard basket from your basket:

1. Log in to your web account :
   
    
2. Add items to your basket, depending on your needs. 
   
    
3. Go to the bottom of your basket page.
   
    
4. Click on "Save":

• To create an order plan, click on "Draft order".
• To create a standard basket, click on "Standard basket". Name the basket and click "OK". 
  

Create a standard basket from your homepage

1. Log in to your web account :
   
    
2. On your homepage (dashboard), in the "My items" widget, click on "My standard baskets", then "Manage my standard baskets".
   
    
3. To create a new standard basket, on the right of the interface, enter the name of a new standard basket to be created, then click on the "Create a new standard basket" button.
   
    
4. Add the item reference codes that must be included one by one
   
    
5. Once you have finalised your list, click on "Validate". The contents of a standard basket can be modified later, by clicking on the "Modify standard basket" button.
   

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How do I place an order using a standard basket?
 

1. Log in to your web account :
   
    
2. On your dashboard, click on "My standard baskets" in the "My items" widget.
   
    
3. Click on the standard basket (that you wish to order) to see it. 
   You haven't created a standard basket yet? Find out how here. 
   
    
4. To add the contents of the standard basket to your "current basket" (the one accessible via the basket icon at the top right of the interface), click on "Load".
   
    
5. Then finalise the usual ordering process. 
   

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How do I place an order based on a plan order (draft)?
 

1. Log in to your web account :
   
2. On your dashboard (your homepage), in the "Order plans" widget, click on the draft you want to be used, to see the details.
   You haven't created an order plan yet?  Find out how to do it here.  
   
    
3. To add the contents of your draft to your "current basket" (the one accessible via the basket icon at the top right of the interface), click on "Load".
    
4. Complete your current shopping basket, then finalise the usual checkout process. 
   

Note: adding items from a draft is not cumulative with any basket in progress. The latter will be automatically saved as a draft (order plan), while the loaded draft will be removed from its draft status.

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How do I order from a previous order (reorder)?
 

1. Log in to your web account :
   
    
2. In the drop-down menu in your web account, click on "Order tracking". 
   
    
3. Find and click on the order you want to use as the basis for a new order.
    
4. To add it to your current basket, click on "Load".
    
5. Complete your basket, then finalise the usual checkout process. 

Note: adding items from a previous order does not add to a current basket. The current basket will automatically be saved as a draft.

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How do I place an order on a quote ?  
 

1. Take the quotation sent to you by our sales department and go to the homepage of our website: https://www.dutscher.com
    
2. Click on the "Order on a quote" button (between the search bar and the login button).
    
    
3. Enter your quotation number and your web key.
   You can find your web key in the header of your quote. 
   The resulting page allows you to view your PDF quotation in an "enhanced version". In addition to the contractual PDF, this page provides the media associated with the items (photos, videos, technical documents, guides and catalogue pages where applicable), as well as the stock available in real time.
   
   
4. Once the quote is displayed, you can : 
   • inform our sales team of your wish to modify the quote.  
     
   • Order by e-mail if you are not authorised by your organisation to order online  
     
   • Load your quote into the basket  
      
     
     If the quotation is not "blocked" by our sales department, you will be able to add to it, if necessary, with other items (under the usual conditions); but you will also be able to combine several quotations.  
     
     If our sales department gives you a quote that is 'blocked', you will need to order it as is and in its entirety, because of very specific pricing and/or delivery conditions (particularly for large equipment).  
     
      

Tip !

Don't forget that a quotation has a validity date (usually 2 months, unless you have special conditions). Avoid saving your basket (containing a quote that is close to its expiry date) as a draft (for later finalisation), otherwise you risk losing its pricing conditions.  

For our customers using a validation workflow: don't wait until the last few days to send your validation request (containing a quote) to your validator... otherwise the quote will be out of date when validated.

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A project of punchout?
 

For more information about punchout, please read this article. 

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How do I activate my web loyalty program and benefit from the gifts?
 

See your web loyalty rewarded! 
This program is only available to customers with a web account. One loyalty point is earned for every 100 euros (excluding VAT and delivery costs) spent on the www.dutscher.com website.

Web loyalty program activation:

1. Log in to your web account. Don't know how to log in to your web account? Click here.
    
2. On your personalised homepage, in the "My account" widget, if you have not yet activated the loyalty program, click on "Learn more" (if you have already activated the loyalty program, your accumulated points will be displayed).
    
3. On the page detailing the conditions, click on "Activate my loyalty program".

To use your loyalty points:

1. Log in to your web account. Don't know how to log in to your web account? Click here.
    
2. On your home page, in the "My account" widget, click on "View gifts". The list of gifts, available according to the number of points earned, is displayed. 
3. Add the gifts you would like to receive to your current basket to order them. We count on your ecological awareness to not order gifts without marketed items in your shopping basket (so that we don’t send a delivery that includes only gifts 😉).
    
4. You can also add the gifts you wish to order directly from your basket. By clicking on "Add a gift" at the bottom of your basket page. In the pop-up window, select the gift you would like to receive and then click on "Add this gift". If you want to add more, repeat the operation.

Additional information: 

• Our customers outside mainland France are not eligible for online ordering and therefore for the loyalty program.
• If you are a basket validator, the accumulation of loyalty points and the addition of gifts only concern the applicant.
   

PlMore information about our loyalty program here.

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My credit card payment is not working, what should I do?
 

To place an order online in guest mode, you must complete the order and pay by credit card. How do I place my first order in guest mode (without a login)? 
On the other hand, credit card payment is optional when finalising an order if logged in to your web account.

If you encounter a payment failure, please note that it is not the dutscher.com website that validates or invalidates your payment. This is an electronic dialogue between our bank and yours, and it is your bank that accepts or rejects the payment, depending on your creditworthiness or the history of use of your card.

There are several possible causes. The most common reason: the maximum limit on your bank card is not - or no longer - high enough to pay for the order (either in relation to the amount of the order, or due to the accumulation of several other recent payments).
 

If you are unable to make a payment, please contact your bank.
Or contact comptaclient@dutscher.com to arrange payment (or prepayment) by bank transfer.

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