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FAQ - Frequently Asked Questions

REGISTRATION

Who can order from the W&H Webshop?

The W&H Webshop is aimed at commercial customers from Windmöller & Hölscher KG (Business-to-Business / B2B) from Germany. Here you have the possibility to request spare parts around the clock or order them directly. Only after successful registration prices and availability can be viewed and spare parts ordered.

How can I register for the W&H Webshop?

Your registration is done via CONTACT US. Please fill in all mandatory fields marked with an asterisk. You can use the free text field individually for your comments, for example to apply directly for registration for several users. After you have sent your request, you will receive a confirmation e-mail.
Your request will be checked by our staff as soon as possible. After successful verification, we will create your individual customer account and send you the access data by e-mail.
Click here for the video: How can I register for the W&H Webshop?

LOGIN

How do I register for the W&H Webshop?

On the start page of the webshop you will find the button SIGN IN in the upper right corner. This will take you directly to the sign-in page. You can log in by entering your registered e-mail address and your password. Prices and availability of spare parts are only visible after successful login.
Click here for the video: How do I log in to the W&H Webshop?

What should I do if I have forgotten my password?

Click the REGISTER button to go directly to the registration page. You can reset your password with the function "Forgot your password?”. After you have entered your registered e-mail address, you will receive an e-mail to reset your password. For security reasons the link in this e-mail loses its validity after 30 minutes. Your password must have a minimum length of 6 characters and contain at least one upper and one lower case letter.
It is possible that your access has been blocked for security reasons (e.g. due to incorrect entry of your password). In this case, please contact us directly via the contact formular or by e-mail to shop[at]wuh-group.com.

SEARCH

How do I find my spare part in my past orders?

On the homepage of the webshop you will find the menu item MY ACCOUNT (top right). Here you will find the tab MY ORDERS. Now you can select an already placed order and search for your spare part. Select the spare part and add it again to your current shopping cart.
Alternatively, you can also search for your spare part using the search bar in the upper left of the screen.
Click here for the video: How do I find my spare part in my past orders?

How do I find my spare part in the parts locating system?

The W&H Parts Finding System PARTS AND DOCUMENTATION EXPLORER is available to you after successful registration in the W&H Webshop if your equipment is stored there. First select your equipment and then click on PARTS AND DOCUMENTATION EXPLORER in the navigation bar. Via a separate search window you can now search for spare parts for the selected equipment. For example, use a part description, article number, drawing number or installation location. It is also possible to display the ATEX list or a spare parts proposal list for the equipment. Once you have found a spare part, click on the shopping cart icon to add it to your current shopping cart. Alternatively, you can also search for your spare part using the search bar in the upper left of the screen.

How do I find my spare part by using an upload file?

Click on the upload icon on the start page (top right). You can now IMPORT YOUR OWN CART. The prerequisite for a successful upload is a file type CSV with a maximum size of 10 KB. The file contains the unique W&H material number (SKU) in the first column and the required quantity in the second column. You can upload the CSV file to the W&H Webshop using the IMPORT button. You can check the progress of the upload at any time under the menu item MY ACCOUNT and the tab SAVED CARTS. After the successful upload, click on the REPAIR button to place your data in the current shopping basket. Alternatively, you can search for your spare part using the search bar in the upper left of the screen.
Click here for the video: How do I find my spare part using an upload file?

How do I find my spare part within the categories?

Click on the menu item ORIGINAL SPARE PARTS on the start page. Now you can select a category in which you would like to search for your spare part. You can also click on other sub-categories and sort the displayed materials by relevance or name. Alternatively, you can search for your spare part using the search bar in the upper left of the screen.
Click here for the video: How do I find my spare part within the categories?

What do I do if I have not found my space part?

The product range of the webshop currently comprises around 80,000 spare and consumable parts and is constantly being expanded. If you cannot find the spare part you are looking for, you can also request it without a W&H material number.
Open your SHOPPING CART and add an unknown spare part. Please fill in the text position under the question "article unknown?" as detailed as possible and indicate the desired quantity. Then click on the "Add+" button. You can add as many unknown articles as you like.
After you have sent your request, it will be processed by our staff as quickly as possible. As soon as the unknown articles have been identified, you will immediately receive a corresponding offer. Then you can convert the offer into an order directly in the W&H Webshop. You can track the current status of your enquiry at any time in the menu under MY ACCOUNT and MY QUOTES.

QUOTE

How do I get a quote?

Once you have found the spare part you are looking for, place it in the shopping cart, taking the desired quantity into account. To do this, click directly on the shopping cart symbol next to the desired material. Alternatively, first click on the material to select the desired quantity. Then click on IN THE CART.
As soon as you have put your required spare parts into the shopping cart, click on the shopping cart symbol (top right). Then click on the button TO CART to get an overview of the spare parts contained in the cart. It is now possible to change the quantity per item and the associated equipment or to remove spare parts from the shopping cart. Click on CLOSE PURCHASE to proceed to the next step.
Then follow steps 1 to 6 and fill in the appropriate fields. As soon as you have reached the CLOSING EXAMINATION and confirmed the General Terms and Conditions of Windmöller & Hölscher KG, you can ORDER your spare parts or REQUEST. To receive an offer, click on REQUEST.

Note: If there is an unknown item in the shopping cart, only quotes can be made. As soon as you have requested the spare parts, you will first receive a confirmation of receipt of your request by e-mail. You will receive the corresponding offer as soon as possible in a separate e-mail. You can view the current status of your offers at any time under MY ACCOUNT and MY QUOTES.

How can I view old quotes?

The menu items MY ACCOUNT and MY QUOTES take you to the overview of your offers (since 2017). You can select complete offers and reorder them or add individual items of an offer to your current shopping cart.

How can I export or import my shopping cart?

As soon as you have selected all the required spare parts and placed them in the shopping cart, click on the shopping cart icon (top right). Then click TO CART to go to the overview page of your current shopping basket. To export your shopping cart, click on the EXPORT CART (CSV) button. A CSV file will be created automatically, which you can download and save on your device.
If you would like to import your shopping cart, click on the upload symbol (top right) on the screen. You can now IMPORT YOUR OWN SHOPPING CART. Precondition for a successful upload is a file type CSV with a maximum size of 10 KB. The file has to contain the unique W&H material number (SKU) in the first column and the required quantity (quantity) in the second column. You can upload the CSV file to the W&H Webshop using the IMPORT button. You can check the progress of the upload at any time under the menu item MY ACCOUNT and the tab SAVED CARTS. After the successful upload, click on the RESTORE button to place your data in the current shopping cart.

ORDER

How do I place an order?

Once you have found the spare part you are looking for, place it in the shopping cart, taking into account the desired quantity. To do this, click directly on the shopping cart symbol next to the desired material. Alternatively, first click on the material to select the desired quantity. Then click on IN THE CART.
As soon as you have put your required spare parts into the shopping basket, click on the shopping cart symbol (top right). Then click on TO THE CART to get an overview of the spare parts contained in the shopping cart. Now it is possible to change the quantity per item and the associated equipment or to remove spare parts from the shopping cart. Click on CLOSE PURCHASE to proceed to the next step.
Then follow steps 1 to 6 and fill in the appropriate fields. As soon as you have reached the CLOSING EXAMINATION and confirmed the General Terms and Conditions of Windmöller & Hölscher KG, you can ORDER or REQUEST your spare parts.
Click here for the video: How do I place an order?

How do I save my shopping cart?

To do this, go to the shopping cart that contains the spare parts you require. Then select the button SAVE CART (right). Now you have the possibility to give the shopping cart a name and to add a description. As soon as you have defined a name, you can save your shopping cart. You can view your saved shopping baskets at any time via the menu items MY ACCOUNT and SAVED CARTS. If you would like to restore and order a saved shopping cart, click on RECOVERY. You have the possibility to leave your saved shopping cart in the saved list by ticking the box. If you remove the check mark, the saved shopping cart will be restored, but no longer displayed in the saved list of shopping carts.

How can I view old orders?

Via the menu items MY ACCOUNT and MY ORDERS you will get an overview of your orders (since 2017). You can select and re-order complete orders or add individual order items to your current shopping cart.

How can I connect my merchandise management system?

If you would like to connect your merchandise management system to the W&H Webshop, please contact your responsible W&H contact person or contact us using the CONTACT FORMULAR.

USER

How do I create more users?

The first shop user created for your company is always an administrator. After successful registration, the administrator is shown the menu item MY COMPANY (top right). This enables you to independently create additional users for your company. All users have the same view on articles, offers, orders and stored shopping carts.
A new user is created by first selecting the menu item MY COMPANY and then USER. After entering your first name, surname and e-mail address, you can create a new user there by clicking the ADD NEW+ button. The newly created user will immediately be unlocked by W&H and will receive an e-mail with a link to the first assignment of his password.

How can I assign permissions?

The W&H Webshop offers the possibility to map different authorizations and authorization groups for your shop users. You can define different types and values to create an approval workflow within the webshop. You can choose between the following types: Purchase order limit (per purchase order), purchase order limit (per period) and authorization to exceed budget. After your selection, you store the threshold amount in your local currency.
If you would like to use authorizations in the W&H Webshop, please contact your responsible W&H contact person or contact us using the contact formular.
If your question has not yet been answered, please send us a message using the CONTACT FORMULAR. We will be happy to help you.

IMAGE SEARCH

What is behind the image search and where is it applied?

An image recognition technology supports our customers in finding the desired product in the web shop by means of a visual search. For example, a defective part must be procured again, but an exact article number, let alone a correct designation is not at hand. An order in the webshop would not be possible because of the missing information. In this case, the image search helps to generate product suggestions based on the visual similarity to the transmitted product image.

What are the advantages of a product search with an image?

Find the spare part you are looking for immediately:
With just one picture you can find the spare part you need faster and more conveniently.
Find spare parts anytime and anywhere:
No matter when and where a machine operator, buyer, technician or warehouse logistician needs a spare part, with the image search you can reach the webshop with all end devices.

Who can use the search with an image in the W&H Webshop?

Only registered users are entitled to use the image search. After login, you can use the camera icon in the search bar to upload a picture and start the search.
Further information about registration: How can I register for the W&H Webshop?

How do I search for an object in the webshop with an image? (description of procedure)

The customer has the following options for transferring an image to the database in the Web Shop:

  1. Upload an image from a storage location
  2. Taking an image with a camera (mobile version only)
After the image has been transmitted, the search window (frame) must be adapted to the product. The entire object should be in the frame.
The database compares the transmitted image with the stored reference images, whereby only products contained on it are recognized and evaluated. Similarities and possible alternative products with a visual similarity are suggested to the customer, which are linked to further product information.

What happens to my data and my picture?

The customer transmits his image to a cloud platform, in this database the transmitted image is compared with all existing reference images. The software anonymizes the request so that it cannot be traced back to individual users. The transmission of the request image does not lead to any transmission of personal data. An exception exists if these are already shown on the transmitted image. By transmitting an image, all rights to the image are transferred to W&H.
For further information, please refer to the Data Protection for Image Search document.

Where and how is the sent image stored?

The transmitted image is stored in a cloud platform of the company nyris for two months and then automatically deleted.

Can I view past searches with image recognition?

No, the transmission of the images is anonymous and therefore it is not possible to assign them to the respective customers.

Which requirements must an image meet for an optimal search request?

The following features are important for an optimal search query:

  • Always pick up objects as close as possible so that they make up the largest part of the screen (format-filling).
  • Customize the search area to get better results.
  • If there are several objects on an image, the search window (frame) must be adjusted to the desired part.
  • .jpg, .jpeg graphic formats are allowed.
  • Enable automatic rotation for mobile phone photos.
  • Good exposure and bright background so that a contrast to the search object is guaranteed.
  • For components with flexible attachments (e.g. a cable on the sensor), photograph only the main component.
  • Photograph components from several objects either side by side or in assembled condition.
  • Photograph objects in position with the most recognizable features.

How are the articles sorted in the search results?

The product proposals are calculated on the basis of visual similarity through contour characteristics and other influencing factors to the reference images and sorted in descending order according to a matching rate. The aim is that the searched object is among the first 5 articles.

Which features are taken from the image and recognized?

The main focus of the identification is the contour of the object. Size dimensions are very difficult to realize due to the system, so that e.g. a screw size M4 and one with size M16 are very difficult to differentiate.
If there are several spare parts of the same subcategory that differ only in size (e.g. springs and screws), a final user selection of the required spare part is recommended.

What do I do if I can't find the item?

After an unsuccessful inquiry with a product picture, it is useful to start a further attempt. If you photograph the object from a different angle, the software may generate more information.
Please also note that not all articles in our webshop are referenced with an image at the moment, so you may not be able to identify the desired article in the webshop with the image search. Nevertheless, you can continue your search in the text search field by naming similar items.

Why is visual assistance for spare part recognition supported and not QR codes or RFIDs?

QR codes and RFIDs must be placed or printed on the surface of the target to be recognized. This is often not possible in our production environments, where our spare parts must meet strict requirements. Typically, such components are used in an environment that is harmful to QR codes and RFIDs, such as high temperatures, extreme friction or chemicals.

Further Questions

Please do not hesitate to contact us by using the CONTACT US formular or by shop[at]wuh-group.com in case of any further questions.