Frequently Asked Questions (FAQ's)
Needing help?
One of our frequently asked questions below may help solve your query.
Alternatively please feel free to contact the Online Support Team on 0800 056 0251 .
Using the Online Trade Store
Placing an Order
Other Information
Trade Accounts
Returns Information
Using the Online Trade Store
Q: How do I check stock?
A: The stock quantity will be displayed at product page level for your logged in branch. If 3 to 5 days or out of stock is displayed, please click on the orange product out of stock tab at the right hand side of the page. Or contact your local branch, or the Online Support Team on 0800 056 0251 to confirm when stock will be available.
Q: How do I find a product if I don’t know the product code?
A: You can either search by using keywords or by clicking the category headers and then drill down by the relevant product you are looking for, e.g. Heating, then choose Gas Boilers, Combi Boilers, then refine your choice by Brand.
Q: I can't find a product on the website?
A: Use the mailto form on the orange tab at right hand of the product search page, or contact Online Support on 0800 056 0251 with as much product detail as possible.
Q: How do I register on the website?
A: The options to register for the website are as follows:
Register online here, download and complete the PDF copy of the Online Trading Registration Form available online and hand it in at your local branch or post it to the address on the form or pick up and complete the Online Trading Registration Form at your local branch.
Q: Where can I find technical information / dimensions on products?
A: This information can be found on the Product Details page, under Description and/or Documentation, if data sheets are available.
Q: Where do I find health and safety data sheets for products?
A: These can be found against the relevant products on the Product Details page, on the Attachments tab and can be downloaded from there. If the relevant Safety Data Sheet is not listed then please contact a member of our Online Support Team on 0800 056 0251 who will be able to provide you with your requirements.
Q: I have forgotten my Password, who do I contact to get a new one?
A: If you have forgotten your Password click on Request Password Reset under the Log In detail entry on the homepage, this will take you to a link from which you will be asked to enter your email address. An email will be sent automatically to your email address, click on the link to enter a new password. If you have not received your temporary password to your email address, please speak to a member of our Online Support Team on 0800 056 0251 who will be able to reset this for you.
Placing an Order
Q: How do I place an order on the website?
A: When logged in, add products required to your cart. When your cart is complete, proceed to checkout where you will be required to give detail of how and when you want your order processed, then simply submit. Or contact the Online Support Team on 0800 056 0251.
Q: How do I delete a product from my cart?
A: Select the item you wish to remove from the cart or select all to empty your cart.
Q: How do I add or delete an item from my order after I’ve submitted it online?
A: Please contact the Branch that you placed the order with, and providing your order has not been processed they can amend your order.
Q: How do I create a buying list?
A: When logged in, add products required to your cart. When your cart is complete, select Go to Cart, then select Save as Buying List. Or contact the Online Support Team on 0800 056 0251.
Q: How do I amend a buying list?
A: From My Account, click on the My Buying Lists tab, from here you can amend your cart and re-save using same name if required.
Q: How do I convert a quote to an order?
A: Select saved quote from My Account section which puts products into cart, from cart go to checkout. Note, if your quote contains products that are not available through the website these will not be added to the cart from quote conversion.
Q: How do I check the status of my order?
A: To track an order simply login to your account and click on My Account at the top right hand of the screen.
Scroll down the page and click on the My Orders tab.
Click on the relevant sales order number, the status against each line will show one of the following:
Bck or Res - Goods on order from supplier or via branch transfer
Pck - Order picked and ready for delivery or collection
Con - Order has been delivered or collected
Inv - Order has been invoiced and completed
If you require any additional help please speak to a member of the Online Support Team on 0800 056 0251 who will be happy to help you.
Q: What is a Delivery Code?
A: The Delivery Code is a required field in the My Shopping Cart page used for adding a new address, you must enter a unique identifying number to save the address. If you require any additional help please speak to a member of the Online Support Team on 0800 056 0251 who will be happy to help you.
Q: Can I raise a quote on the mobile site?
A: Unfortunately quotes cannot be raised on the mobile site. You can however select a saved quote from the My Account section which puts products into cart. If you require any additional help please speak to a member of the Online Support Team on 0800 056 0251 who will be happy to help you.
Q: Can I save a buying list on the mobile site?
A: Unfortunately Buying Lists cannot be saved on the mobile site. If you require any additional help please speak to a member of the Online Support Team on 0800 056 0251 who will be happy to help you.
Other Information
Q: Can I access The Vault website using my same log in details?
A: Unfortunately the username you use for William Wilson will be different from that used on the Vault website.
Q: What are the delivery days for my area?
A: Please click here for the standard delivery routes and days in your area. If you require deliveries out with these routes/days, please contact your local branch.
Q: How do I order a brochure?
A: From the homepage simply click on the Brochure link, and this will open a new page where you will find all available brochures we currently have listed. Fill in your details and select the literature you require, or download a digital brochure for your convenience. Adobe Reader required.
Q: How do I find my local branch?
A: You can either search by Town, City or Postcode on our Branch Locator where you can find:
Branch details such as address, phone number and opening hours.
Map of the area where the branch is situated.
Find our Branch Locator here.
Q: Which browsers are compatible with the website?
A: Currently the following browsers are compatible with the William Wilson Website: Internet Explorer, 8, 9, 10, Firefox, Google Chrome and Safari. However should you experience any error messages/issues with any of our website features, please either:
Clear your browsing history and cache, then close down your browser and restart.
Speak to a member of our Online Support Team on 0800 056 0251.
Trade Accounts
Q: What functions are available for me in the "My Account" section?
A: Please click on My Account at the top right hand side of the screen. This page gives you useful information regarding your trade account with William Wilson, or contact the Online Support Team on 0800 056 0251.
Q: An employee has now left my Organisation, how can we stop their Online access to our Account?
A: Please contact the Online Support Team on 0800 056 0251 and they will disable their access on your behalf.
Q: Can I pay my monthly account online?
A: Unfortunately you cannot pay your account online at this time.
If you wish to pay your account by telephone with a Debit or Credit Card, call Credit Control on 01224 335424.
If you wish to pay your account by cheque. Please send to the address listed on your monthly statement or hand in at your local branch.
Or you can set up a BACS payment through your bank. Our bank account details are as follows: -
Lloyds Bank
PO Box 72
Bailey Drive
Gillingham Business Park
Gillingham
Kent
ME8 0LS
Sort Code: - 30-00-02
Account Number: - 00601190
Account Name: - William Wilson Limited
IBAN No: - GB20 LOYD 3000 0200 6011 90
VAT No: - 362 0233 93
Please quote your account number as a reference and forward your payment details to the address below, or by fax to
accounts number 01224 878762, or if by email to salesledger@williamwilson.co.uk
Credit Control
William Wilson Ltd
Po Box 225
Hareness Road
Aberdeen
AB12 3GS
Q: I need to change my account details, can I do this online?
A: Unfortunately you cannot change or amend your account details online. Please contact the Online Support Team on 0800 056 0251 to action your query over the phone.
Q: How can I receive electronic invoices instead of paper invoices?
A: Yes, simply sign up to our free e-Billing service, which completely replaces your current paper-based billing service, meaning you will no longer receive paper invoices.
· E-billing will allow your business and ours to be more effective and efficient!
· You will receive your invoices into your specified inbox quicker than the current process, helping you to invoice your customers much quicker.
· Receiving your invoices in this manner eliminates the risk of invoices getting lost in the post.
· You can save all pdf’s, thus removing any need to request copy invoices.
· Easy set-up. We can switch your account to e-billing on a date that is convenient for you.
Follow this link and fill in the e-billing request form >>>
Q: Can I view my invoices online and download them?
A: You can view and download your invoices and credits by clicking on ‘My Account’ which is found in the top right of the page, then selecting the ‘My Account’ tab half way down the page. Select the month you require and all outstanding invoices and credits will be displayed. You can view, download, print or email PDF copies of your invoices and credits.
Q: Can I apply for a Trade Account online and are the details secure?
A: Unfortunately you cannot do this online. The options to apply for a trade account are as follows:
Download and complete the PDF copy of the Trade Account Application Form available online and hand it in at your local branch or post it to the address on the form.
Pick up and complete the Trade Account Application Form at your local branch.
Q: Can I upload a spreadsheet of products to my cart?
A: You can upload a list of our product codes and quantities to the Cart and Buying List, using an Excel spreadsheet or a CSV delimited text file.
If you require any additional help please speak to a member of the Online Support Team on 0800 056 0251 who will be happy to help you.
Q: How do I add an address to "My Account"?
A: Unfortunately you cannot change or amend your account details online. Please contact the Online Support Team on 0800 056 0251 to action your query over the phone.
Returns Information
Q: I purchased an item online which is no longer needed, can I return it and will there be a Re-Stocking charge?
A: You will need to contact the branch that supplied the item, a re-stocking charge will be determined by the branch it was supplied from. For full details, please see the Terms and Conditions page.
Q: I purchased an item online which is faulty/damaged, how do I get a replacement for this?
A: You will need to contact the branch that supplied the item. You can either take the product back to the branch or arrange with them to deliver a replacement (and pick up the faulty item at the same time) on a date that suits you. For full details, please see the Terms and Conditions page.
