Order tracking

You don’t need to do anything to stay informed

We will contact you at every stage of your order. You will receive an email confirming receipt of your order, when it is dispatched, and when the invoice is issued. These messages will include the relevant reference numbers — ours and yours — as well as the corresponding documents.

It has become the main way of keeping up with a case here: the information comes to you; you don’t have to go looking for it.

If you do not receive these messages, please check your junk mail folder first, then get in touch with us: sometimes an email address may have changed, or a company filter may be blocking attachments.

The Four Paths

Whether you wish to track an order or request a quote, there are four ways to contact us. They are not all the same, and we will respond to you via the method you have used: the method you choose therefore also determines the form of our reply.

1. The request formThe quickest option, and the one we recommend: the request form collects everything we need to respond – the item, the country, the device and the reference number – in one go, and you’ll be given a reference number for your enquiry. The reply will be sent to you by email.
2. The online catalogue, via your accountYou can view your quotes, orders and invoices there whenever you like. The answer lies in the interface itself: you can read it whenever it suits you, without having to wait for a message.
3. The emailPlease email us directly at . We will reply by email. Please remember to quote the case reference number: this saves us the most time.
4. The telephone+33 (0)9 72 12 88 44, available 24 hours a day, 7 days a week. The call is simply to ask the question; the answer will be sent to you by email and/or text message, just as with a written message.

The route an agent can take on your behalf

More and more people are using a software agent to help them. There are two options available to it – the form and email – and only one is really suitable: the form. It knows how to fill it in and submit it to you for approval; the page is designed for this purpose, with each field clearly labelled and detailed help provided.

He can still send an email, but it’s up to him to work out what to say, and the reply is handwritten, so it takes longer. The last two options are up to you: the catalogue requires your username and password, whilst the telephone requires your voice.

Hence a simple rule: if you go through an agent, ask them for the request form. That way, you retain control over what is sent, and we receive a complete request.

The progress of a case

Here is the process an order goes through with us, and when you can expect to receive each message.

1. The offerWe draw up the quotation and always offer a technical consultation on the matter. Most configuration errors can be resolved in a few minutes’ discussion, which is far better than dealing with them after delivery.
2. The acknowledgement of receiptOnce we have received your order, we always send out a confirmation email. If you do not receive it, this means there has been a problem: please contact us rather than waiting.
3. The confirmed dateThe order is forwarded to the workshop, which confirms the date. This confirmation usually arrives a few days after the acknowledgement of receipt.
4. Delivery and tracking numberOnce the parcel has been dispatched, we will send you the carrier’s tracking number: this allows you to track the parcel’s progress without having to go through us.
5. The invoiceThe invoice is issued upon dispatch, and payment is made by bank transfer. We do not accept card payments.

SMS notifications, if you give us your consent

For the same stages — acknowledgement of receipt, dispatch, invoice — we can notify you by text message. This method is only activated if you ask us to, and it does not replace email: it serves as a backup in case your inbox is not checked during the day.

The number is used solely for these notifications. You may request that the service be stopped at any time, without giving a reason.

The tracking interface, which you can access whenever you like

The ‘Customer Account Tracking’ interface is still available and provides the same services as before. It now serves as a supplement to notifications rather than the main channel, but it remains the only place where you can view all your transactions at a glance.

It allows you to view your offers — reserve them from stock, place an order, request an update —, track the progress of your orders step by step, and access support: scheduled maintenance, software updates, and ordering consumables.

You can access this via the personal link attached to your quotes and orders. If you have misplaced the email containing the link, please contact us: we will resend it to you.

The reference number to quote

For any enquiries regarding an ongoing matter, please provide us with the alphanumeric code shown on your quotation or order — or, if this is not available, the serial number printed on the side of the instrument.

Your own order number is also useful to us: we include it in our records, and it helps us track down the case when we don’t have our own reference to hand.

Invoicing takes place upon dispatch

The invoice is issued upon dispatch, that is to say, when the goods are delivered: this is the point in time specified by French regulations, and it applies to all sellers.

You will therefore receive the invoice when the parcel is dispatched. The payment period begins on that date: our terms and conditions stipulate thirty days. The relevant provision is Article L. 441-10, I, first paragraph, of the Commercial Code, arising from the Economic Modernisation Act, which sets the payment period between businesses at thirty days.

Your invoices are in Factur-X format

Our invoices are issued in Factur-X format: a PDF/A-3 file containing embedded invoicing data in XML format. The document reads like a standard invoice, and your accounting system can extract the data from it without the need for re-entry.

This format complies with the European standard EN 16931, which defines the semantic model for electronic invoices. It is accepted by Chorus Pro for clients in the French public sector; our submission details are set out in our general terms and conditions of sale.

If your accounts department does not yet use this format, nothing will change for them: a PDF is still a PDF, and can be read and printed just as before.

Contact us

If you have any questions about an ongoing case, the contact form is the most reliable way to get in touch: it sends the case details and your enquiry directly to us. Please remember to include the case reference number.