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Frequently asked questions



Customer Portal

What can I find in the portal?

In our portal you have the possibility to order a variety of our products online. Moreover we offer our business partners an insight into the current status of their business data such as orders, contracts and blanket orders or the conversion account. In addition, scrap pickups can be arranged conveniently online, independent of business hours and also mobile via smartphone.


Where can I get an overview of my contracts and blanket orders in the portal?

You can find an overview of the contracts and blanket orders under 'My Company' - 'Contracts & blanket orders'. Here you have the opportunity to obtain a detailed overview of your contracts and blanket orders by using various filters. The respective overviews can also be downloaded as .xls, .pdf or .csv files.


Where can I get an overview of my conversion account in the portal?

Under 'My Company' - 'Conversion account' you will find an overview. Here you will have a detailed overall view of your bookings for the various alloy groups.


Can I arrange a scrap pickup online in the portal?

You can arrange a scrap pick-up in the portal under 'My Company' - 'Scrap Pickup'.
All you have to do is specify the desired collection date and the exact details of the scrap material. You can also have empty packaging collected. Simply specify the type of packaging and the number of packaging carriers.

After you have requested the scrap collection in the customer portal, you will receive a confirmation of receipt of your inquiry by email. Once an exact collection date has been set, you will be contacted by your contact person.


Can I find an overview of my previous orders in the portal?

Yes, you can see an overview of the already transacted orders in the portal under 'My Company' - 'Order history'.


Which documents are available online?

You can find the corresponding documents of your orders in our portal, regardless of whether it is an online order or a conventional order.
Under the following link you can view and download the respective order confirmations, delivery notes and invoices: 'My company' - 'Order history'.


Where can I find an overview of the current metal prices?

You can check the current metal price on the homepage of the portal under 'Metal prices'.


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Registration / Log In

How to register?

If you would like to register in our customer portal please contact your contact person of the service company. You will then receive an invitation mail with a registration link. This link is only valid for your registration, up to 40 days.

The first registration you make through the invitation link generates the master user. As the master user, you decide which other employees in your company access the portal by creating the user accounts and assigning the appropriate authorizations. This gives you permanent control over who works with the portal and allows you to deactivate created user accounts. You can find out how to create and manage additional users under the following link How can additional user accounts be created for employees?


How to log in?

After receiving your access data, you can log in via the button 'Log in / Register' on the start page of the portal. All you have to do is enter your user name and password.


What can I do if I have problems during log in?

To log in, you have to use your username and password of your choice. If you have problems logging in, try resetting your password first. If you still have problems, you can contact your contact person of the service company.


What can I do if I forgot my password?

If you have forgotten your password, you can click on 'Forgot your password' on the sign in screen.
All you need to do is enter your email address and you will receive instructions on how to reset your password.


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User Account

How can additional user accounts be created for employees?

Further user accounts for employees can be created by a master user. Proceed as follows:

  1. Open 'My Company' - 'Users' - 'Add New'
  2. Please add:
    1. Title
    2. First name
    3. Last name
    4. Email address of the new user (the email address ending (@example.com) has to be the same as yours)
    5. If this new user should be a new Master User you have to tick 'Master User' under roles (a Master User can add new accounts, deactivate them and administer passwords)
  3. Confirm with 'Save'
  4. An email is sent to the new user added by you. The email contains a registration link for her or him to provide additional data and create a password. This link is valid for up to 40 days.
  5. No further action is required by you.

A user account has been created for me, how do I proceed?

  1. If an user account was created for you, you will automatically receive an email with a link where you can register your account. This link is valid for up to 40 days.
  2. The link leads to a registration site with several information fields:
    1. Your email address is used to log in to the portal
    2. Your first and last name can be provided by the master user
    3. Please specify your password. It must be at least 8 characters long.
  3. After you press 'Save' you will be automatically redirected to the log in screen where you can log in right away with your email address and the password you just provided.

What is the difference between a master user and a general user?

As the master user, you decide for yourself which other employees in your company access the portal by creating the user accounts and assigning the corresponding authorizations. This gives you permanent control over who works with the portal and allows you to deactivate created user accounts.

As a general user, you can use the same functions as a master user, but you cannot add any other users to the system.


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User Management

Can several master users be created?

Yes, the number of master users is not limited.


Can a user be deactivated, for example if a colleague leaves the company?

In this case, a master user is authorized to deactivate the corresponding user.
If there is only one master user in the company and he leaves the company, please contact your contact person at the service company. This contact person can then initiate the deactivation of the master user.


How can user data be changed in the portal?

You can change your personal details, email address and password under 'My Account'. You will find the button 'My Account' in the upper right corner of the portal.


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Data Protection

Does the portal guarantee the security of my data?

The use of your data is defined in our privacy policy. You can find it under the following link: privacy policy


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Order

Do I have to be registered to place an order?

Yes, for an order you have to register at our portal. A user account is required for the ordering process in order to store the necessary data in the system. 


Can I also order as a private person?

No, the portal is only intended for companies and cannot be used for private purposes.


Will I be informed when you have received my order?

Yes, you will first receive an order receipt confirmation. This will confirm receipt of your order.
Your order will then be checked internally. If everything is alright, you will receive a confirmation email with order confirmation


Is it possible to change already placed orders again?

This must be clarified on a case-by-case basis. Please contact your contact person.


Who can I contact if I have problems with my order?

We regret that there have been problems. In this case, please contact your contact person.


Who can I contact if I am dissatisfied with the goods delivered?

We regret that we could not completely satisfy you with our products. In this case you are welcome to contact your contact person. 


Can shopping baskets be saved?

Yes, you can save shopping carts. To do this, first add all the desired items to your shopping basket. Then click on 'Save Cart' and enter the desired name and, if necessary, a description of the shopping cart to be saved. Then you can always restore the corresponding shopping basket under 'Saved carts'.


Is there a minimum order quantity in the portal?

Here we differentiate between two cases:

  1. There is no minimum order quantity for items stored in our own warehouse.
  2. For articles which are supplied from our factory warehouse, product-specific minimum order quantities are defined. If your desired item is a factory stock item, this is shown in the availability display and the product-specific minimum order quantities are already entered.


Is it possible to track the status of the order?

Unfortunately the status of your order cannot be tracked.


How can I complete an order?

The ordering process is as follows:
Click on the shopping cart icon in the upper right corner of the shop. A pop-up window will then open in which you click on the 'Check Out' button. You will then be taken to the overview of items in the shopping basket. Here you can also make further changes to the products, such as adjusting quantities or removing items. When the list of articles is final, click on the button 'Check Out'. There you will first be given the payment method. This is limited in our shop only to invoice. Then you can enter your delivery address or select an already stored address in the 'Address book'. After the delivery address has been selected, you also have the option of selecting the desired delivery method. The following methods are available to you: Postal shipping up to 29 kg, collection and truck delivery. Afterwards we only need your billing address and the confirmation of our general terms and conditions, whereupon you can finalize your order.


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Payment

Which different payment methods are available in the portal?

The payment method in our portal is limited to invoice only. 


What are the due dates for payment in the portal?

The corresponding payment targets can be found in your order confirmation. This will be sent to you after the order. Further information can also be found in the General Terms and Conditions.


How can the billing address be changed?

The billing address can be changed during the checkout process. Here you can enter the new billing address. Your old address will still be saved in the system and stored as a selection option for your next order.


How do I receive the invoice after my online order?

The invoice for the online order will be sent to you in the same way as for a conventional order. You can also download the invoice online under 'Order History'.


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Products

Why can't my desired product be found in the portal?

At the moment not the complete product range is shown in the portal, so not all products can be found in the shop yet. We regret that you have not been able to find your desired product online yet, but we are constantly working on expanding our product range online. If the product you are looking for is not available, you can contact your contact person to order it. 


Is it possible to obtain materials as cuts in the portal?

Unfortunately we cannot offer this function in our portal yet. If you need cuttings, please contact your contact person.


Is it possible to have special requests made in the portal?

In our portal only standardized products are sold, therefore the production of special requests is not possible. However, you are welcome to get in touch with your contact person if you have special requests for the products.


Can additional information about the products be requested?

If you need additional information about the products, please do not hesitate to contact your contact person.


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Prices

Are there volume discounts in the portal?

Customer-specific quantity discount scales are offered in the portal. You can find out the exact discount scale from your contact person. 


How is the price for my order calculated?

The prices for your order are calculated individually for each customer on the basis of customer-specific conditions, which also apply outside the portal. 


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Delivery

Where and how can different delivery addresses be entered?

Your delivery address is already stored in our system through your registration. If you want to change it, you can enter a different delivery address during the checkout process. At each checkout, you will then be able to choose from all the delivery addresses you have entered so far.


How long does the delivery take?

The delivery time varies according to products and quantity. You can find the delivery date for your order in the order confirmation. There the calendar week with the expected delivery is indicated.


Are all articles in the portal always available?

Yes, all articles in our portal are always available. We differentiate between the following cases with regard to availability:
Available: The item with the quantity you have selected is immediately available from stock.
Availability of partial quantities: For strongly demanded items, we may only be able to deliver partial quantities immediately from stock. Orders that go beyond this will be confirmed individually.
Available - Note delivery time: Items with this availability indicator will be delivered from our factory warehouse. These are usually delivered to you within 6 days. You will receive a confirmation of the exact delivery date after your order.


How are the goods unloaded?

The unloading of the goods is normally carried out by the customer.


What is the composition of the delivery costs?

The amount of the delivery costs depends on the products, their dimensions and weight. In addition, the amount of the costs varies depending on the distance to the place of delivery and is customer-specific.


Is it possible to collect the ordered goods yourself?

Yes, you can pick up your order yourself. During the checkout process you can choose your preferred delivery method. In addition to picking up your order yourself, you can also send it by post up to 29 kg and have it delivered by truck.


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