Get Help With The Seattle Bike Supply Website

Account Info > Sharing my sign-in info with friends or associates?

Do not share your account information with anyone outside of your organization. Sharing your account information with third parties can open your business up to potential fraud, shares privlaged SBS information with unauthorized individuals, and is a violation of the terms and conitions that govern the business relationship between your organization and Seattle Bike Supply. So don't do it.

Account Info > Sharing my sign-in info with my employees

Though you are free to allow your employees use your sign-in credentials on the SBS website, we highly encourage you to setup individual accounts for each of the employees who will be using the SBS website. This is easy to do by clicking the "Account Management" button along the top of the page, clicking the button towards the bottom labeled "create a new user", filling in the form on the right, and clicking "Create User". Note that all users start out with only Basic user privileges. To give users more privileges click the radio button option on the Edit User page and click "save changes".

Account Info > What do I owe and when?

Sign into the SBS website. If you're user account has Ledger privileges (Master users always have Ledger privileges) then click the link at the top of the page labled "Account Activity". If you are signed into the site and do not see this link then you do not have ledger privilages. The first screen you are taken to lists all invoices that currently have an outstanding balance. On the left side of the screen you will see a small box labeled "Aging Ledger" that clearly breaks down what sums will come due in the future, which are due now, which are overdue, and the total balance on your account.

Address > How can I change my billing or shipping information?

To maintain a high level of security preventing SBS and our dealers from potential fraud, all billing and shipping address information on your account can only be changed by contacting your sales representative directly.

Cart > What are "problem" items?

The shopping cart does not attempt to change or "fix" the quantities you've requested without your explicit direction. Because of this, it's very possible for rows in your shopping cart to not be ready to be fulfilled. Though you can proceed to checking out with these items remaining in your shopping cart, they will be listed separately on the checkout page, do not apply to your order totals or shipping allowances, and will not be processed or shipped.

Insufficient qty here

There is enough qty available, but not at the specific warehouse represented in this row. Reduce the quantity from this warehouse or edit the quantity with the pop-up item box to resolve this problem.

Insufficient qty in stock

Even with all warehouses accounted for, there is insufficient inventory available to fulfill this row. Reduce the quantity from this warehouse or edit the quantity with the pop-up item box to resolve this problem.

No stock at this time

We do not currently have any inventory of this item in stock. Remove this row from your cart to resolve this problem.

Stock available, no warehouse

This problem can occur if you previously requested some stock from "Any" warehouse and we had insufficient quantity available to fulfill it at the time, but sufficient quantity is available now. This problem can also be caused if the item was added to your cart using a previous version of this website. Use the pop-up item box to select how you want to fulfill this row, click update, and the problem is resolved.

Not an authorized dealer

This item is in your cart, however you are not authorized to purchase it. Please contact your sales representative if you are unclear why you're account is not authorized for this item. Reduce the quantity to zero and update the cart to remove this item and clear the problem status.

Ordering > Backorders

SBS allows you to add items to your cart where there may be insufficient inventory available to fulfill. These items are clearly marked in your shopping cart as "problem" items and marked with a red message. If you checkout with these items in your cart you will have the option to keep them in the cart or permenently remove them. Either way, they will be clearly marked and will not be included on your invoice. If you choose to have them remain in your cart then when inventory is avaialble again they will loose their "problem" status and be ready to add to an invoice.

Note that this is not an automatic process. You will need to sign into your account and create a new order when the items in your cart are listed as avaialble. To create a "proper" back-order that automatically ships when inventory is available again, place your order directly with your sales representative.

Ordering > For consumers

SBS does not sell directly to the public. SBS exists to fullfill the needs of your local bike shop and assure they have the goods you're looking for. If you find an item here that you're interested in, write down the SKU number and contact your local bike shop. If they don't already have it in stock ready for you, they should be able to contact SBS and provide you with pricing and availability without too much trouble.

Ordering > Has my order shipped?

Master account users and those users they've granted Ledger privileges are allowed to review the status of all current and past orders. To view this information sign into the SBS website and click button along the top of the screen labeled "Account History". If you do not see this button, you have not been granted Ledger privileges on this account.

The first screen you are presented with is the Aging Ledger. This shows all invoices on your account that currently have an outstanding balance, and is where most recently shipped orders will be displayed.

For backorders or brand-new recently placed order, click the box labeled "Open Orders" towards the upper left. These orders may or may not have shipped, but their status is clearly marked.

Ordering > Payment options

On the final checkout page your invoice or invoices will be displayed down the page, with a form on the right for providing needed information to finalize your order. If you're account has payment terms then you you have the option of selecting either "Account Terms" to have applied to the order, or "Contact me..." if you'd like to pay with a credit card or other form of payment. If you do not have payment terms on your account then your only option will be "Contact me..." and a SBS sales representative will contact you at the time the order is processed to collect payment information from you.

Password > Changing or Resetting

How you change or reset your password depends on if you are the "master user" on the account or a regular user.

For Master Users - Changing Password

If you have your password and are able to access the site, then you have the power to reset any password for any user on your account. After signing in, click the link at the top of the page labled "manage users". Select any user in the list (including yourself) and enter the new password in the two provided fields on the right pane of the page.

For Master User - Resetting Password

If you are unable to sign in, you can use the "Reset Password" feature linked from the top of every page. Follow the directions provided, you will be sent an e-mail, follow the link, provide your new password, and it will be reset for you. Contact your SBS sales representative for further assistance.

For Regular User - Changeing or Resetting Password

To reset your password, select the "Reset Password" feature linked from the top of every page (when you're not already signed in). Follow the directions provided, you will be sent an e-mail, follow the link, provide your new password, and it will be reset for you. You can also have your accounts designated master user reset your password or contact your SBS sales representative for further assistance.

Sign-In > How do I get into the website to use it?

If you have an account with SBS and have never signed into the website, contact your sales representative for your sign-in ID and password. At the top right of every page is a link titled "Sign In". This will create a sign in form in the middle of the page to enter your credentials and sign into the website. In some cases it may direct you to a new page providing the sign in form. If you're sign-in credentials are rejected you can try changing or resetting your password, or contacting your SBS sales representative for further assistance.

Warehouses > How does multiple locations effect my order?

When building your shopping cart and placing your order, be mindful that some inventory levels reflect the stock at a particular warehouse, and some reflect the stock from "any" or "all" warehouse.

While browsing the catalog

Inventory levels at each warehouse is displayed. Entering a quantity in the input widget on the right side of the page will fill as much of your request from your primary warehouse, then request the remainder from the next nearest warehouse, etc. If the number is red, or turns red while you're changing the quantity, then you've requested or are requesting a total quantity greater then the total quantity SBS has in stock at all warehouses combined.

While viewing a "pop-up" Item box

Inventory levels for each warehouse are displayed for each source available to you, as well as an "Any" quantity. To manually choose which warehouse to fulfill this item from, enter the quantity below the warehouse(s) you want and click the "Update" button. To fulfill this item from the nearest warehouse (and next nearest, if needed), enter your designed quantity under the "Any" field and click the "Update" button. Whichever section is marked with a blue background is how the items will be added to your cart, either from the warehouses you specify request, or from the nearest sources available.

While viewing your shopping cart

The shopping cart sorts your list by models, then by individual skus, and finally by the sources to provide those skus. In each row the warehouse is specified along with the available stock at that location. The input widget on the right hand side allows you to change the quantity from the warehouse specified in that row. If you would like to change the source for that item add another source, or would like to let the website figure out the "best" source(s) to fulfill that line then click on the row and make the changes from the "pop-up" item box.

Shipping Charges

Please keep in mind that any available freight discounts usually only apply to the PRIMARY warehouse on your account. Shipments from the other available warehouses will have normal shipping charges applied.

Warehouses > Why are there multiple displayed?

SBS maintains it's high order fulfillment rate by keeping a vast inventory spread throughout multiple worldwide warehouses.Though some users will only sellect inventory from their nearest warehouses, all customers are invited to purchase murchandise from any of our warehouses.