1 OF 29 s PartsOnline website This Work Instruction documents how users can access and utilize the CST PartsOnline Parts Order and Warranty claim website. Table of Contents Accessing PartsOnline Website...2 Registration and Profile...3 Registration...3 Profile...4 Creating a Parts Shopping Cart...5 Selecting Parts and Adding to Cart...5 Parts Lists as PDF s...7 Importing a Parts List from a Spreadsheet...8 Special Parts Handling/ Request for Quote...9 Placing a Parts Order...11 Review Cart...11 Address...12 Order Summary and Submit Order...13 Preliminary Order Acknowledgement...15 AG RFQ...16 Submitting an AG RFQ...16 AG Warranty Claims...17 Starting an AG Warranty Claim...17 Customer/ Product Info...18 Failed Parts...19 Replacement Parts...20 Attachments and Certification...22 Confirmation screen and email...23 Tank&Cover Warranty Requests...25 Submitting a Tank&Cover Warranty Request...25 Finalize & Submit a Tank&Cover Warranty Request...27 Confirmation...28 Reference Info and Troubleshooting...29 Reference Info...29 Troubleshooting...29
2 OF 29 Accessing PartsOnline Website The is accessed by pointing a browser to http://partsonline.tanks.com, or to http://partsonline.cstindustries.com. To get started, click Sign In to either log into the website, or register as a new user.
3 OF 29 Registration and Profile Registration Once on the, a user must be registered to PartsOnline in order to see prices and use the Order or Ag Warranty features. (Registration is NOT required to use the Tank&Cover Warranty request screens.) Registration is separate from mycst so that we can establish proper relationships to our ERP order system, matching up Business partners, Contacts, and Addresses, and to validate credit limits etc. To Register on the, click Register in the right side of the Log In screen (above). Then complete the registration form:
4 OF 29 Note that the DEFAULT Bill-to and Ship-to addresses for the selected Business Partner are automatically populated. Bill-to cannot be changed (contact Customer Service if necessary). If there are multiple Ship-to addresses associated with the company however, any of those can be selected as that user s default Ship-to address by clicking the + button next to Select a Shipping Address and choosing an address from the list (which will populate the Ship To ID field); OR new users can create an entirely new address by entering one in the Shipping Address fields as a new default ship-to for this user. Profile Once registered, a user can always view and edit their profile. Here you will see the information you entered when you registered (name, title, email and phone, and addresses). You may modify most fields on this screen. However you cannot change or edit your email address (which is directly linked to and must match your email address on mycst ) or your Company name. (If you change companies, you must re-register under your new Channel Partner affiliation from mycst).
5 OF 29 Creating a Parts Shopping Cart Selecting Parts and Adding to Cart (At this time, Parts shopping and ordering is available primarily for AG Storage product dealers (Aquastore, Harvestore and Slurrystore tanks, Unloaders, etc.). Parts order capability will be added for other product lines at a later date.) A new Cart can be created and Parts can be added in various locations. The main part entry screen will likely be the Ag Parts tab. When first entering this screen, a list of all available parts is shown. Click on a field heading to sort by that field (part number or description) to help you locate a part. You can also Search for a part. In the Search For box, type either a partial part number or several words that might help narrow the list of parts shown.
6 OF 29 When you see a part in the list that you wish to order, note the Price, as well as either the Availability quantity available to ship today, or if not currently in stock, an estimate of timeline within which that part should be available to ship. Type a quantity you want to order in the Qty box, and click Add Item(s) to Cart. A cart icon will appear alongside the part to remind you it is in the cart. (You can also enter quantities on several parts on the same page, and then click Add Item(s) to Cart to add all parts with quantity at one time.)
7 OF 29 Parts Lists as PDF s CST has created various Parts Lists over the years, and many of those are available at the top of the page. Click in the Illustrated Parts List box and select from the list of PDF s shown. Then click the PDF View button. Once a PDF has been loaded, you can view the document in the view window. Unfortunately, we do not yet have the capability to allow you to click on a part number to place it in the cart. Under current functionality, you must either re-type the desired part number in the Part Number window above, OR you can cut the part number from the PDF and paste it into the Part Number window above. Add a desired quantity, and click the Add to Cart button.
8 OF 29 Cut and paste any parts number(s) from the PDF into the Part No. box, add a Qty, and click the Add to Cart button. Importing a Parts List from a Spreadsheet You may also import a list of Parts from a spreadsheet into the Cart. In the upper right corner of the cart screen there are instructions and a Browse and Import button. To get started, you can download the template if you wish. However the format for an input file is very simple: It must be an Excel file (with.xls extension). One column must be the Part Number (the first row of the column must have the value partno ), and one column the Quantity (the first row of the column must have the value qty ). (These columns can be in any order.) You can make any notes you wish in the remaining columns; they will be ignored when you import the list. When you have a completed parts list in your spreadsheet, click the Browse button. Select the file you want to import wherever it is on your computer or network. Then click Upload to import the file and populate the Cart from the file.
9 OF 29 After import, review the Cart to ensure your part numbers and quantities were imported correctly. Special Parts Handling/ Request for Quote As with parts entered directly, some Part numbers may not be recognized by the website. This does not necessarily mean the part is not available, just that it is not currently categorized as a spare part. Any part number you enter that is not recognized is moved to the Request for Quote area at the bottom of the cart. Here you should enter a brief description of the part. You can also attach files, such as a photograph, description, etc. to help us identify the part.
10 OF 29 All parts in the upper part of the Cart will become a formal Parts Order. Any parts in the lower part of the cart will be separately investigated, priced, and a quote will be sent to you (or we will contact you for assistance in identifying the part you need).
11 OF 29 Placing a Parts Order (At this time, Parts shopping and ordering is available primarily for AG Storage product dealers (Aquastore, Harvestore and Slurrystore tanks, Unloaders, etc.). Parts order capability will be added for other product lines at a later date.) Review Cart When you are about ready to place an order, review the Cart one last time. Check the parts you have selected and the quantities. In the bottom section of the cart, if any parts appear in the Request for Quote section, enter some sort of description of the part or item you are requesting. When done reviewing, click the Proceed to Checkout button in lower right corner.
12 OF 29 Address On the Address checkout screen, you will see the default Ship To address for you. You have 3 choices to specify the address to ship this particular order to: 1. Click the button to use the same address as the Bill To address or 2. Select a different ship-to address from the list of past addresses used for your company; or 3. Enter an entirely new address.
13 OF 29 Order Summary and Submit Order The Checkout Summary screen gives you one more opportunity to review your order, and all the pricing. Also on this screen, you must specify a preferred Shipping Method and enter a Purchase Order number to uniquely identify the order to you.
14 OF 29 Next, you may specify any Promo code you have. Promo Codes are defined irregularly when there is a special promotion underway, and may reflect a particular discount percentage or other promotion. If you have a Promo Code, enter it in the box near the bottom of the order summary, and hit Enter. The appropriate price adjustment will be reflected in a single deduction. Note that the Shipping & Handling amount will be calculated after the order is processed. You will always be billed for the ACTUAL shipping charge amount based on the shipping method you selected, not for the estimate. When you are about ready to place an order, click Submit Order at the lower right, and the order will be submitted.
15 OF 29 Preliminary Order Acknowledgement When you click Submit Order on the Payment screen, several things happen: 1. A Preliminary Order Acknowledgement appears on the screen (see below) 2. A Preliminary Order Acknowledgement email is sent to your email address, and to Order Management staff at CST-Storage. 3. A Order is generated in our ERP system that will perform actual allocation of parts to your order, and generate a separate and formal Order Confirmation email which will contain your actual Order Number, as well as indicate planned shipping dates for all parts that had been in your cart. 4. If you also had any part in the Request for Quote section of your cart, a separate email of those parts will be send to both you, and to Order Research staff at CST-Storage. You will be contacted separately about those parts.
16 OF 29 AG RFQ Submitting an AG RFQ Click this link in the main menu to fill out and submit a Request for Quote to the AG parts team in DeKalb. Complete your contact information, a description of what you are looking for, and attach any document or photos. Click Submit.
17 OF 29 AG Warranty Claims Starting an AG Warranty Claim PartsOnline can be used to submit either an AG Warranty Claim (by a registered CST-AG Storage product dealer), or by anyone to submit a Tank&Cover Warranty Request. We will first review the process to submit an AG Warranty CLAIM. To work on an AG Warranty Claim, click AG Warranty in the main menu bar. You must be logged in to use the Warranty Claim functionality, so if you are not yet logged in, you will be prompted to. You must be registered to log in, so if you have not used PartsOnline for parts orders, you will need to first register; see the first section of this guide for how to register. Once you begin a Warranty Claim, it will retain any information you input for the claim (except attachments). You can go back and forth between a Warranty Claim and creating a separate Shopping Cart for an Ag Parts order; you can work on and submit either independently of the other. However you must complete and submit a warranty claim before you can start another claim, just as you must populate and place one parts order before you can start another one.
18 OF 29 To switch to a Parts Order at any time, click on AG Parts and your Parts Order Cart is then available. Click on AG Warranty to get back to your warranty claim. (If it s a new claim, start filling out the first screen; if you have a claim underway, click Next to review your previous input and get to where you left off.) Customer/ Product Info The first screen gathers information about the Customer who experienced the equipment failure, and what major type of product experienced the failure. First fill out the customer name and installed address of the equipment. Select the Product using the drop-down list, and then indicate the Model and Size, Install date, and Serial number (or MIP #). These are all mandatory fields; you cannot proceed unless all fields are filled out. Note that if Unloader product is selected, an additional mandatory field, Hours of Operation appears; enter the value from the Hour Meter on the unloader control box. Finally, at the bottom of the screen, describe the conditions of the failure (1000 character limit). When done, click Next in the lower right corner.
19 OF 29 Failed Parts On this screen, you will indicate what parts actually caused the failure that requires warranty work. Indicate only what parts actually failed and needed replacement. Do not include parts that did not themselves fail, but are needed to service the repair (for example, new nuts and bolts, a new gasket, etc.); those will be entered on the next screen. If you know a part number, enter it. If the part number is recognized, the Description will appear; otherwise, enter a description. You can also search for a part by using the binocular icon. Click it, a search box will pop up: enter a partial part number or description, and the online part database will be searched. Select any part to enter it in the part/ description field. (Part search works only for select parts.)
20 OF 29 After designating a part, the Quantity, original Date Installed, and Date Failed fields must be populated. Chain code and Hours pertain only to certain parts. (If you enter a Date Failed more than 45 days ago, a warning message will be displayed reminding you that warranty claims should be submitted no more than 45 days after the failure. However this is just a reminder; enter the true failure date here, the claim will still be submitted.) When done, click Next. You will not be able to proceed unless at least one failed part is designated. Replacement Parts The upper portion of this screen shows you what parts were reported as having failed on the previous screen. Assuming you want replacements of all of those, leave them as is. If you don t want a replacement (for example, if a motor has been replaced by a different part number motor), uncheck the box in front of that part in the top, and instead add the new part number in the second section. The second section allows you to add any parts that you needed to complete the warranty service; for example, new nuts and bolts, a new gasket, etc.
21 OF 29 This is also where you will enter LABOR information to compensate you for labor costs in fulfilling the warrant work. For example, you will enter an appropriate Labor part number as the part, and the appropriate Quantity. As of 1-Sept-2015, available Labor codes were (subject to change): Part # Description Price Quantity to enter WOR-CHAIN Warranty Chain Repl. $250 $250 One per chain replaced. WOR-DIGOUT Warranty Chain Digout $500 $500 One per chain replaced. WOR-BBAG Warranty BB $150 $150 One per breather bag replaced. WOR-MISC LABOR Warranty Labor $50/hr. $50 To be input by dealer. For all actual parts, you can see Availability, that is, how many of that part we currently have available to ship, OR if not in stock the approximate lead time for that part.
22 OF 29 Attachments and Certification This final screen is where you attach documentation for the claim; certify that you have attached all relevant documents, photos and information; and specify how you wish to receive the parts you are claiming. This screen has several things you need to complete your claim before submitting it. Attachments Attach at least one document that includes all the relevant information for the screen. Examples of things that should typically be attached are listed in the checkboxes below the attachment list. (Note: attachments are NOT retained if you have to leave a claim and come back to it later. Files should be attached just before you are ready to Submit Claim.)
23 OF 29 Checkboxes This section lists the supporting information that is required for the typical claim. Check off each type of documentation you are attaching, indicating and certifying that you have included that information in the above files. Shipping preferences Default for warranty terms is that replacement parts are supplied FOB factory in DeKalb IL. Thus shipping defaults to Customer Pickup. If you instead want the parts shipped to you, indicate preferred method of shipping; you may then select a Ship-to address, and you will be invoiced for shipping costs at CST cost. Always indicate date you would like product available for pickup (this field defaults to 5 business days from today). When you are ready to submit the claim, click the Submit Claim button in lower right corner. By clicking the Submit Claim, you certify that you have entered truthful information and all information relevant to the warranty claim. Confirmation screen and email When you click Submit Claim, the following actions occur: 1. A Confirmation screen appears, with all information you entered on the Claim forms above (see below sample). 2. A confirmation email is sent to your registered email address, with all of the same information, and with the document attachments. 3. A similar email goes to the Warranty Claims staff at CST-Storage- DeKalb, to review the claim. 4. A sales order is created in our ERP system to pick and pack your required parts to satisfy the claim: both failed parts, as well as any additional parts you specified were needed for the warranty work. Parts will be provided at either no charge, or at a discount, depending on the time remaining on the warranty (per warranty terms). Labor parts will be issued as a Credit against your company s account. You can expect to hear from someone regarding disposition of your claim (approval, need for additional information, adjustments, or denial) within 5 business days after you submit it.
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25 OF 29 Tank&Cover Warranty Requests Submitting a Tank&Cover Warranty Request Unlike an AG Warranty request, anyone can enter Tank&Cover Warranty request. A person is not required to be registered on the PartsOnline site to use this feature, so any CST dealer or end customer can submit a request in this section. This does not trigger a formal claim, but does start the process so CST can review your request and determine whether a formal claim is appropriate. Click on Tank&Cover Warranty to start a request. Fill out the first screen, including all pertinent information.
26 OF 29 Drop-downs will appear for both Product and CST Reference ID. In each case, select the appropriate item. For Reference ID, When done entering all fields, especially a full description of the problem, click Next in lower right corner.
27 OF 29 Finalize & Submit a Tank&Cover Warranty Request Attach any documents to support your request for warranty review. It is especially important to attach photographic evidence of the damage, in addition to any other documents. Click Submit Request to submit. You can expect to hear from someone about your warranty request (approval, need for additional information, adjustments, or denial) within 5 business days after you submit it.
28 OF 29 Confirmation A confirmation appears on screen. Emails are also sent to the email address entered on the fisrt screen (for your proof of submission), and to the CST Warranty coordinator (at warranty@cstindustries.com).
29 OF 29 Reference Info and Troubleshooting Reference Info In the lower left corner, under Customer Service, you will find various reference documents and links. Two in particular that you may find useful: User Manual This user guide is always available, in PDF form, by selecting that link. Warranty Policy A copy of the current CST Warranty policy is available in PDF format by clicking this link. Troubleshooting Should you encounter any trouble using the PartsOnline web site, it is very important that you take screen shots of any error messages or unusual screens. To take a screen capture of the entire screen: Press PrtScn key on keyboard. Open an Email, or a Word document. Anywhere in the text of the email or the Word document, click Paste. Repeat for any other screens desired. Send an email to us at warranty@cstindustries.com, documenting: The type of PC you were using (Windows or Mac) Windows version (7, 8, 10, etc.) Browser you were using (Internet Explorer, Chrome, Firefox, etc.) Description of what happened (what were you doing, and what did you click immediately before the error appeared) Attach screen shots of any error messages These can be critical in helping us identify the problem.