Frequently Asked Questions

1

Why should I register for the sip selection? What are the benefits?

The sip selection is self-service, single point of contact with Distell, where you have access to the following, 24/7, 365 days a year

  • Order and re-order anytime, anywhere
  • Track order status and view order history
  • Check your current deals
  • Check account balance and credit available to buy
  • Answers to frequently asked questions
  • Access to support via Dave, the chatbot

The sip selection provides 24/7 support so that you don’t need to wait for your Sales Consultant to get the information or service you need. You can do what you need to do, at your own convenience, even if it’s after hours.


2

How can I start using the sip selection for my orders and account information?

The sip selection platform can only be used by South African based customers who buy directly from Distell with an active Distell trading account

Existing Distell Account Customers

Simply click here to provide the details required for the sip selection registration

New Distell customers

Click here to start your Distell account application process and once approved, you can proceed with the sip selection registration process.


3

Does the price I see on the sip selection, include my deals and discounts?

No, the price you see reflected on the sip selection, excludes VAT and any deals or discounts applicable to you. Click on the My Deals link at the top of the page to get a view of your current deals. Any deals and potential discounts will be applied to the checkout pricing calculation.


4

 Will I see if a product is out of stock when I place an order on the sip selection?

Yes, if a product is out of stock, you will see it during the checkout process, in the Order Review.


5

What happens if I place an order and the product is out of stock?

If a product in your order is out of stock, you can go back to the cart to remove/replace or simply proceed with placing the order for the remaining items.


6

How can I check the status of my delivery?

Under Order History, you can see the updated status as it changes from Submitted to Being Prepared then Out for Delivery


7

Will Distell still call me to place orders if I register for the sip selection and place my orders online?

Yes, Distell will call you to see if you need assistance with any order placements. The sip selection is simply another platform for you to engage with Distell and place orders in your own time.


8

Can I have multiple log ins for my account?

Only one login is available per account


9

Can I use my login for purchases on multiple accounts?

Yes, at the top of the page under your profile, simply select the account that you wish to view or transact on. If the account you want is not reflecting, send a request to cic@distell.co.za, with the account number, to request that it be linked


10

Who can I contact if I need help with anything on the sip selection like placing my order or navigating the site?

Call: 021 809 8600 or 0860 448 377 (Choose Option 1 – CIC)

Email: cic@distell.co.za


Or chat with Dave, our expert, by clicking in the Chat with an expert button in the bottom right-hand corner of your screen.


11

Who is Dave, the chat expert?

Dave is a chatbot that has been designed to assist you with any queries that you may have.  The goal is to provide you with assistance as quickly as possible, without having to wait for a consultant to become available. Dave is there 24/7, 365 days a year to help you with real time answers, when you need him!


12

Is the system secure?

Your communication with the system is encrypted. We take the security of personal information very seriously and always do our best to comply with applicable data protection laws. Our site is hosted on a secure server and uses security measures to prevent interference by intruders. However, no method of transmission over the internet is 100% secure, therefore the absolute security of personal information cannot be guaranteed. For more information, please refer to our Privacy Policy.


13

Do I have to have a computer to enjoy the benefits of using the sip selection?

You don’t need to have a computer to use the sip selection for placing orders or checking your account information. You can also access the sip selection via any cellphone, tablet or other mobile device that has internet access.


14

What is the Order Template and how does it work?

The order template is a tool that you can use as a “saved” shopping list for products that you order on a regular basis. Simply add your frequently ordered products to the order template so that you don’t need to search for them each time you place an order. You can adjust the product quantity required and add to cart from there, to check out. This tool should speed up your ordering process significantly.


15

How can I cancel or change an order that has been submitted?

You can cancel an order via the Order History page, available under My Account. In the Order History table, select the order you wish to cancel and click Cancel to action the request.

If you want to change an order that has been placed, simply select the order on the Order History table and click Amend. The order will automatically appear back in your cart, where you can remove or amend products, as required. Once corrected, you can check out to submit the order.

Please note that you can't cancel or amend an order that is already out for delivery.


16

Can I simply resend an order if the same as sent previously?

If you want to resubmit a previous order as a new order, simply select the order on the Order History table and click Reorder. The order will automatically appear in your shopping cart where you can go proceed to check out. Remember that the Order Template is a great tool for placing similar or same orders in a quick and simple manner


17

How do I return empties on sip?

Log your request for Empties Returns via cic@distell.co.za or call the CIC on 0860 448 377 / 021 8098600


18

I forgot my password!

If you have forgotten your login password, simply click “Forgot your password?” on the login page and follow the prompts. A link to reset your password will be emailed immediately.


19

How do I change or reset my password?

No need to call the CIC to request a password change, simply select the Reset password , under Account Information and follow the prompts for creating a new password.


20

When will my order be ready for collection or delivery?

Orders for Depot Delivery must be placed by by 3pm, 48 business hours prior to your standard Delivery Day. Your delivery will take place on your standard delivery day. Orders placed after this cut off will default to the following week.


Orders for collection must be placed 3 business hours before collection site closing time.


Direct Delivery customers will be contacted by a consultant to confirm stock availability and delivery details.


21

Why does my Bulk Order Upload fail?

An error message will be displayed if a Bulk Order cannot upload due to possible formatting errors. Check the file to confirm that:

  • Line 1 of the file only reflects the headings SKU, Quantity & Amount
  • Line 2 only reflects the SKU, Quantity and Amount captured – the descriptions displayed on Line 2 when the template was downloaded, must be deleted when saving the file for upload.
  • No decimals are reflecting for SKU numbers or Amounts
  • The correct abbreviations for Quantity are reflecting as PC, CS, PAC or PAL

22

Why do some of my products fail to upload to my Order Template or Shopping Cart from my Bulk Order Upload?

The Bulk Order file may contain both Distell and HT&R products. Only products from the selected Catalogue will upload successfully. The failed items will need to be uploaded as a new order for the alternative Catalogue selection.