Frequently Asked Questions (FAQs)
Welcome to our FAQ page. Whether you're new or an experienced user, this resource is here to help you navigate and optimize your experience. Explore the topics below to find the information you need efficiently. You can find questions and answers in the areas:
- About Loop
- How to Sign In
- How to Create an Order
- How to Find Order Documents
- How to Interprete the Order Status
- How to Create a Reorder
About Loop
LOOP is a smart solution for efficient ordering. You can keep track of your orders, quickly create orders, and access documents at any time.
LOOP offers real-time tracking, allowing you to view the exact status of your orders at any time, providing full transparency and control.
Yes! LOOP allows you to instantly download all relevant order documents, saving you time and simplifying administration.
LOOP simplifies your ordering process, keeps you informed with real-time updates, and saves you time, making your workflow more efficient.
If you are interested in getting started with LOOP, feel free to get in touch with your sales representative and request your registration link.
How to Sign In
Go to the LOOP login page, enter your email and password, then click ‘Sign In’.
Click ‘Forgot your password?’, enter your email, and follow the steps to reset it using a verification code.
Check your spam/junk folder and ensure you entered the correct email. If needed, request a new code.
Your password must be between 8 and 64 characters and contain at least three of the following: uppercase letter, lowercase letter, number, and special symbol.
HOW TO CREATE AN ORDER
Click the ‘Create Order’ button on the LOOP homepage or dashboard.
Use the search or filter options to find the right Sold-to, then select an available Ship-to address.
Use the search bar or filters to find the products, then click ‘Add to Cart’. Only products with valid prices for your selected Sold-to and Ship-to combination will be shown.
Yes, you can modify the requested delivery date before you proceed to the checkout. You can either apply the same date to all products you are ordering or specify a specific date for each ordered product.
Once you placed your orders, LOOP will display an acknowledgment message that your order is being processed. When accepted you will receive information via the usual communication channels.
HOW TO FIND ORDER DOCUMENTS
Navigate to the order overview page. From there find the order you are looking for and open the order details page and navigate to the ‘Documents’ section, where you can download relevant files.
Depending on the order and the status of the order, you may find order confirmations, invoices, and delivery notes as well as certificates of analysis, once available.
Simply click on the document name in the ‘Documents’ section, and it will be saved to your device.
Yes, as long as the order history is available in your LOOP account.
HOW TO Interpret the order status
The order status offers a comprehensive overview of your order's journey, highlighting key stages from ordering to completion. The order status is a summary of the individual item status.
Status |
Description |
Unknown |
Order Status cannot be determined at the moment. Please try again later. |
Queued |
Your order is currently waiting to be submitted to LANXESS. |
Requested |
The order request has been successfully recieved by LANXESS and is now being processed. |
Order canceled |
Your order has been canceled. Please contact support if you need further assistance. |
Confirmed |
Your order has been confirmed and is now being prepared for dispatch. |
Processing |
Your order is being processed by LANXESS. Please refer to the delivery info for details on the shipping status |
Completed | Your order is completed. Please refer to the delivery info for details on the shipping status |
The order item status offers detailed information of the individual order lines.
Description |
Tooltip |
Unknown |
The current status of the item is not available. Please check back later for updates. |
Queued |
The item is currently in the queue and is awaiting submission for processing by LANXESS. |
Submitted |
The order request for the item has been successfully received by LANXESS and is now being processed. |
Item Canceled |
The item has been canceled, either by request or due to an issue with processing. Please contact support if you need further assistance. |
Confirmed |
The item has been confirmed by LANXESS and is now being prepared for transport. |
Item Processing |
The item is being processed. For details on the shipping status please refer to the delivery information. |
Goods dispatched |
The item has been dispatched and is on its way to the delivery address. |
Invoiced |
The item has been invoiced. For details on the shipping status please refer to the delivery information. |
Dispatched and Invoiced |
The item has been dispatched and invoiced. For details on the shipping status please refer to the delivery information. |
Delivered |
The item has been delivered |
Completed |
The item has been completely processed by LANXESS. For details on the shipping status please refer to the delivery information. |
How to Create a Reorder
Go to the ‘Orders’ section, find the previous order, and click ‘Reorder’.
Yes, you can adjust quantities, change the delivery date, or remove items before finalizing the order.
You will see a warning message, that you already have products in the cart. You can now decide if you want to replace the products in the cart with the reordered product, or if you want to finish your current cart first and come back later to reorder.
You can enter the PO number in the ‘General Order Information’ step before submitting the order.
You still have questions? Please feel free to reach out to your personal customer service contact. They will be happy to help you with all your inquiries.