FAQ - Veelgestelde vragen

• Attachment: adding an attachment. This can be all types of files. Useful for adding sketches, drawings or plans for example.
• E-mail: sending an e-mail. You can send an e-mail to anyone you want, including to multiple people at the same time and people who don’t have access to e-REPS. Place a comma between each email address.
• Complaint: if you want to register a complaint. You can find more information at 'How can I register a complaint'.
• Comment: free text that you can add and that allows you to communicate with a Renson employee and/or anyone who has access to this file.
• Service request: if you want to place a service order. You can find more information at 'How can I place a service order?’.
• If you select target group 'Internal', every user that is linked to the same customer number can read this message. Note: a Renson employee cannot read this message.

If you are asked to add an attachment to the file or if you want to do so yourself, you can add several files to your request. You can do this in the 'Communication' tab. Click on 'Add' and select the type 'Attachment'. Complete all fields and click 'Select File' under 'File'. Once your file is selected, you only need to click on 'Save'. Repeat this action if you want to add multiple files.

You can delete attachments that you have added yourself. In the 'Communication' tab of your file, click on the navigation wheel and click on 'Delete'. Your attachment will be deleted.

Via the 'Communication' tab, you can create a 'Comment' message. This comment will be sent to your Renson contact.  If this person responds, you will receive an email in your mailbox with the message that your comment has been answered.

You can send an e-mail via the 'Communication' tab. You can enter more than one recipient. The addressees can simply reply to your e-mail. These answers will then be sent to the e-mail address associated with your e-REPS login.

Yes, the other party will receive an email, stating that there is a reply to a message that he/she has sent.

BBoth types of messages allow you to register a complaint. With a ’Service Request' however, the ’Configurator' tab will be released again, giving you the opportunity to place a service order.

Via the 'Communication' tab, you can add a new 'Complaint' message. This complaint is handled by a Renson employee.

You can place a service order via the original file or via a new file in e-REPS.
Via the original file:
Please note that you can only place a service order in a file with the 'Closed' status. If you wish to place a service order for an order that has a different status, please contact a Renson employee.
 

1. Find the original file via 'Overview'
2. Via the 'Communication' tab, you can add a new 'Service request' message. This automatically registers a complaint. The status changes from 'Closed’ to 'InService'.
3. Renson posts a new document in the 'Communication' tab of the type 'Warranty document'. This document contains the following information:
   • All warranty numbers
   • Product name
   • Dimensions - colour - side control
   • Article numbers of the parts

You will also receive this document in your mailbox. You can use the data in the warranty list when placing your order in 'Configurator'.

4. In the 'Configurator' tab, you can configure the desired product. This can be done via 'By warranty number'. This warranty number can be found on the order confirmation, invoice or warranty document in the 'Communication' tab or in your mailbox. If you do not have a warranty number, you can select 'By measurements' and enter the order number under 'Warranty number'. In combination with the dimensions, we will search the warranty number for you. If you fill in the field 'Your reference' in the 'Configurator' tab, this will replace the reference of the original order. The service order is then given a different reference than the original order. If this field remains blank, the service order will receive the reference of the original order.
5. Click on 'Place order'.

 
Via a new file:

1. You start a new request, choose the desired product group and select the product 'Service'.
2. In the 'Configurator' tab, you can configure the desired product. In e-REPS, you can order 'By warranty number'. This warranty number can be found on the order confirmation or invoice. If you do not have a warranty number, you can select 'By measurements' and enter the order number under 'Warranty number'. In combination with the dimensions, we will search the warranty number for you.
3. Click on 'Place order'.

If you also want to register a complaint, you can add a 'Complaint' message  in the 'Communication' tab.

Next to each question, you can click on a question mark. Here you will find more information about the question and possible answers.
You can also find the same information by clicking on 'Product info' on the right side of your screen. The information displayed is the one of the answer field you selected at that time.

There is a pencil next to every added order line. Click on this pencil and the added order line is loaded into the configurator on the left. Adjust where necessary and click on 'Change' at the bottom of the 'Configurator' tab.

There is a pencil next to every added order line. Click on this pencil and the added order line is loaded into the configurator on the left. Adjust where necessary and click on 'Add' at the bottom of the 'Configurator' tab.

Select the order lines you want to delete by clicking on the white square next to that order line and click on the bin at the top next.
If you want to delete all order lines, click on the white square next to 'Number' (all order lines are ticked) and then click on the bin.

If your company qualifies for promotional discounts, you are able to select a product group with the description 'Promotional actions' in the ‘Configurator’ tab. Click on this product group and answer all questions. Click on 'Add' and request a quote. After a few minutes, you will receive a quote with a quotation number. This quotation number is always in the same format: ##/######.

If your company is eligible to receive promo discounts, you must first register a promo code. You can read how to do this under 'How can I register a promo code?’.
Configure the products for which you want to request a quote and fill in the quote number (without ‘/’) you received when you registered the promo code at the bottom of each eligible product.
TIP: You can continue to use the original file in which you registered the promo code to also configure the products. Once you have registered the promo code and received the quotation, you can simply remove this order line from the 'Product overview'. Next, click on 'Modify product group' and select the correct product group of the product for which you want to request a quotation. Don't forget to fill in the quotation number of the registration for each product!

If your company is eligible to receive promo discounts, you must first register a promo code. You can read how to do this under 'How can I register a promo code?’.
Configure the products for which you want to place an order and fill in the quote number you received when you registered the promo code at the bottom of each eligible product.
TIP: You can continue to use the original file in which you registered the promo code to also configure the products. Once you have registered the promo code and received the quotation, you can simply remove this product from the list of added products. Next, click on 'Modify product group' and select the correct product group of the product for which you want to place an order. Don't forget to fill in the quotation number for each product!

There is a search field in the ‘Configurator’ tab, at the top of the product groups. Enter the name of your product here. e-REPS displays the search results. You will also find the product group in which this product is listed between brackets. It is possible that you get multiple results for certain products. By clicking on the product, you automatically go to the ‘Configurator’ tab of this file.
Note: you cannot group products from different product groups in 1 request. You have to create several files for this purpose.
You can obviously also click on the desired product group and search for your product by clicking on the answer list of the question 'Product'.

Click on the pencil next to the order line of which you want to replace the colour code. Click on the magnifying glass and click on the desired colour. Click 'Select' in the search table and click on 'Change article' at the bottom of the configuration to change it.
If you want to replace a certain colour code for all order lines that have this colour code, click on 'Replace all' in the search table and confirm. Order lines with a different colour code will not be changed.

Click on the pencil next to the order line of which you want to replace the fabric code. Click on the magnifying glass and click on the desired fabric. Click 'Select' in the search table and click on 'Change article' at the bottom of the configuration to change it.
If you want to replace a fabric code for all order lines that have this fabric code, click on 'Replace all' in the search table and confirm. Order lines with a different fabric code will not be changed.

If your configuration is not yet complete, but you want to save this draft, press the button 'Save concept' at the bottom of the configuration. With the 'Edit concept' button, you can retrieve this configuration and add additional content or edit it.
Note: every time you click on the 'Save concept' button, the previously saved concept will be overwritten.

If you are in a particular product group, you can select another product group by using the 'Modify product group' button. This is only possible as long as no order lines have been added to the 'Product overview'.

After selecting a product group, you can add all kinds of information related to the selected product group via the 'Notes' tab on the right side of the screen. To add a note, you must first press the 'Edit' button. You can later save your note with the 'Save' button. The information that you add here will be visible in all files where you work with this product group. All users that are linked to the same customer number can also access this content.

You can place a service order via the original file or via a new file in e-REPS.
Via the original file:
Please note that you can only place a service order in a file with the 'Closed' status. If you wish to place a service order for an order that has a different status, please contact a Renson employee.
 

1. Find the original file via 'Overview'
2. Via the 'Communication' tab, you can add a new 'Service request' message. This automatically registers a complaint. The status changes from 'Closed’ to 'InService'.
3. Renson posts a new document in the 'Communication' tab of the type 'Warranty document'. This document contains the following information:
   • All warranty numbers
   • Product name
   • Dimensions - colour - side control
   • Article numbers of the parts

You will also receive this document in your mailbox. You can use the data in the warranty list when placing your order in 'Configurator'.

4. In the 'Configurator' tab, you can configure the desired product. This can be done via 'By warranty number'. This warranty number can be found on the order confirmation, invoice or warranty document in the 'Communication' tab or in your mailbox. If you do not have a warranty number, you can select 'By measurements' and enter the order number under 'Warranty number'. In combination with the dimensions, we will search the warranty number for you. If you fill in the field 'Your reference' in the 'Configurator' tab, this will replace the reference of the original order. The service order is then given a different reference than the original order. If this field remains blank, the service order will receive the reference of the original order.
5. Click on 'Place order'.

 
Via a new file:

1. You start a new request, choose the desired product group and select the product 'Service'.
2. In the 'Configurator' tab, you can configure the desired product. In e-REPS, you can order 'By warranty number'. This warranty number can be found on the order confirmation or invoice. If you do not have a warranty number, you can select 'By measurements' and enter the order number under 'Warranty number'. In combination with the dimensions, we will search the warranty number for you.
3. Click on 'Place order'.

If you also want to register a complaint, you can add a 'Complaint' message  in the 'Communication' tab.

There is an overview of all requests in the 'History' tab. Click on the desired request and confirm. Your request will be opened in the 'Configurator' tab. You can now further edit and order it.

There is an overview of all requests in the 'History' tab. Click on the desired request and confirm. Your request will be opened in the 'Configurator' tab. You can now edit it further.

There is an overview of all requests in the 'History' tab. You can view the PDF-file of all these requests by clicking on the PDF logo or by clicking on 'View PDF' via the navigation wheel.

If you want to assign a desired departure date to a file, you can do this via the 'Information' tab. Here you will find the field 'Desired departure date' in which you can enter the desired date. Please note that, if you fill in this field, your application will be blocked and a Renson employee will have to process it. This employee will check whether this desired departure date is feasible and will assign a target date to the file. You can also find the planned departure date it in the 'Information' tab, as soon as available.

No, if you do not specify a term of delivery, the term of delivery agreed with Renson will be in force. If you require a different term of delivery, you can select it from the 'Information' tab. Note: your application will be blocked and viewed by a Renson employee.

When a file has the status 'Quote', it can still be modified.  You can select the 'Edit' option through the navigation menu (navigation wheel) in the file bar at the top.  This file bar with navigation menu is always visible regardless of which tab you are on. If you select the ‘Edit' option here, the status of your file will change to 'Edit'. You now have the possibility to change your request in the ‘Configurator’ tab.

To convert a quotation request to an order, you must first change the status of your file from 'Quote’ to 'Edit'. You can do this via the navigation menu (navigation wheel) in the file bar at the top of the page. Here you will find the option 'Edit'. You now have the possibility to place the order in the ‘Configurator’ tab. You can find all previous requests in the 'History' tab. You can find how to open it in the 'Configurator' tab at 'How can I order a previously requested quote?’.

You can copy a file in 2 different ways. If you are in the overview of all files, click on the navigation wheel of the file to be copied and click on 'Copy'.
If you are already in the file that needs to be copied, click on the navigation wheel in the file bar and click 'Copy'.
In both cases, you will immediately be referred to the 'Information' tab of the new file. The same information is automatically copied from the copied file, as well as 'Product overview' in the ‘Configurator’ tab. Obviously, you can make the desired adjustments. Neither the messages in 'Communication' nor in 'History' are copied.

If you wish to closely follow up on certain files, you can mark them as 'Follow Up'. You can do this by clicking on the asterisk for the WebID in the overview. The asterisk turns yellow. Your 'follow up' files always stay at the top of the overview.

In the overview, you can use the filter to search for a particular file in terms of the information you know. You can search with the following filters:

• All: You can specify any term (Web ID, customer name, customer number, a word from the reference, etc.). The filter function will give you proposals and group them by type of search term.
• Web ID: If you know the Web ID, you can search for it. This is a unique number per file and will immediately give you the desired search result.
• Customer: Allows you to search by customer name.
• Customer number: If this is known to you, you can also search by customer number.
• Your reference: You can also search by reference (or part of it).
• File number: The file number corresponds to the document number of the last published quote or order confirmation by Renson on e-Reps. You can also search for a file with this number.

The search function will show the 10 most relevant results. If the desired result is not found, refine your search.

If you have already added a number of order lines to your file but are not yet ready, you can assign your file a status to indicate that this has not yet been completed. This is the status 'Incomplete'. To do so, click on the navigation wheel on the file bar and select 'Mark as ‘Incomplete’'.

You can use 'Search document' (see white navigation bar at the top) to specifically search for a certain document. Fill in the reference or file number and you will immediately get an overview of all the documents belonging to this file.
Note: avoid spaces after the description!

You can do this, provided that there is no content in the 'Communication' tab. Select the file and click on the button with the navigation wheel. Next, click on 'Mark as ’Cancelled'’. If there is already some content in the 'Communication' tab, you can only mark the status as 'Handled'. You can read how to do this under 'Can I mark existing files with the status 'handled' myself?

You can do this, provided that there is content in the 'Communication' tab. Select the file and click on the button with the navigation wheel. Next, click on 'Mark as ’Handled'’. If there is no content in the 'Communication' tab, you can only mark the status as 'Cancelled'. You can read how to do this under 'Can I mark existing files with the status 'cancelled' myself?