KNOWLEDGE BASE
Table of Contents
Becoming a Customer
HOW DO I BECOME A PETRA CUSTOMER?
In the top-right corner of the homepage, click the orange box labeled “Become a Customer”. You’ll be taken to an overview page with buttons to “Apply for Net Terms” and “Apply for Credit Card Terms”.
The overview page lists what you need to get started. All customer requirements are included in the application. Once your application is submitted, a Petra representative will be in contact with you.
WHAT IS TAKING SO LONG TO PROCESS MY APPLICATION?
Be assured your application is being reviewed. Length of time can depend on how many applications we are reviewing, and how quickly we get responses from your references.
Once you have applied, you will receive an email with a code to monitor the status of your application at any time through your payment portal or contact the Petra credit team by emailing [email protected] or calling 1-(800)-443-6975.
WHAT DOES DBA MEAN?
DBA stands for Doing Business As. A DBA name is a fictitious business name (or assumed trade name) that is different from your personal name, the names of your partners, or the official registered name of your LLC or corporation.
ACCOUNT FAQ
HOW DO I ACCESS MY RECENT ORDERS?
Order History will show you the complete order, including cost, shipping address, payment method, etc. You can click on any of the headers and it will sort by that header. If you are seeking most recent, click on “Last Updated.” The little up arrow means the most recent will be on the top. The little down arrow means the most recent will be on the bottom. Or, click on the funnel icon. New header rows appear. These provide additional options by which you can sort. “Previously Purchased” on the side menu shows you an index of the SKUs you have purchased over time.
HOW DO I ASSIGN USERS? HOW DO I ASSIGN ROLES?
Click on the top menu where it says Account. On the left side of the screen is a menu where you can make changes and updates to your account. Click on Users and all current users will appear. Click the “Create User” button to add a user. You can edit existing users by clicking the pencil icon at the end of each row. Click on Roles and all current roles will appear. Click on the “Create Customer User Role” button to add a role. You can also edit existing roles by clicking the pencil icon at the end of each row.
WHERE DO I FIND MY ORDERS?
Click on the top menu where it says Account. On the left side of the screen is a menu. Click on Order History. In your Account dashboard, go to Order History, and scroll to All Open Orders. Locate the row of interest and then click. To view closed invoices, go to Order History, and scroll to All Past Orders. Locate the row of interest and then click.
HOW CAN I VIEW MY ORDER HISTORY?
Go to your Account page. Click on the tab called Order History. Your orders are divided into All Open Orders and All Past Orders.
HOW CAN I VIEW MY INVOICES?
Go to your Account page. Click on the tab called Order History. Invoices are accessible by clicking the three dots to the right of each Past Order, or by clicking into the order itself.
ORDER INFORMATION
IS THERE MORE THAN ONE WAY TO PLACE AN ORDER?
Yes, orders can be placed via the order.petra.com website, your account’s sales representative, and via FTP (File Transfer Protocol). To get set up for FTP, you will need to contact [email protected] and provide your static IP address.
WHEN DO I GET CHARGED FOR MY ORDER?
Orders are charged to the assigned credit card on the account after the order has shipped.
If you have applied for NET terms, you will be required to make payment within 30 days of the shipment date to remain in good standing. Local customers can pay in person at The B2B Store.
ARE ORDERS PLACED AND SHIPPED DURING THE WEEKEND?
If you have applied for NET terms, you will be required to make payment within 30 days of the shipment date to remain in good standing. Local customers can pay in person at The B2B Store.
WHAT HAPPENS IF AN ORDER IS PLACED FOR SEVERAL ITEMS AND ONE OR MORE ARE BACKORDERED?
If the order is set to Ship Complete, the order will ship as one shipment after the last backordered product comes into stock. If the order is set to Ship Incomplete, the order will ship in multiple shipments as products come into stock.
To choose Ship Complete go to your cart and proceed to checkout. Once you reach the Shipping Method section, select Ship Complete to have your order delivered once products on backorder have arrived.
IS THERE A MINIMUM ORDER QUANTITY?
No, there is no minimum order quantity.
If you have further questions about your order, please contact [email protected].
OTHER PAYMENT AND BILLING QUESTIONS
IS SHIPPING INCLUDED IN MY SUBTOTAL AT CHECKOUT?
No. Your shipping cost will be calculated and then added after the order has been processed. Contact [email protected] with shipping estimate inquiries.
DO YOU ACCEPT WIRE TRANSFER AS A PAYMENT METHOD?
Yes! When you apply for an account through Petra it will not show up as an option in the application, but your credit analyst can set it up for you after your account is opened. Just contact them and they will set it up so that it shows as a payment method in checkout.
HOW DO I ADD/CHANGE A CREDIT CARD?
Click on the top menu where it says Account. On the left side of the screen is a menu. Click on Credit Cards. From there you can edit or delete each card on file by either clicking the pencil icon or trash can icon or add a new one using the “Add Credit Card” button.
I’M AN INTERNATIONAL CUSTOMER. WHY WON’T YOU ACCEPT MY CREDIT CARD?
We require wire transfers for our International customers.
For more questions about order payment or account balances, please contact [email protected].
Purchasing Products
I CAN SEE A PRODUCT, BUT IT WON’T LET ME BUY IT. WHY IS THAT?
Only customers can purchase items, so verify that you are logged in. If you are logged in and are a customer in good standing, some items have restrictions on who can purchase them and are only available to authorized resellers.
“ITEM IS ONLY AVAILABLE FOR APPROVED RESELLERS” APPEARS ON A PRODUCT LISTING. HOW DO I BECOME AN “AUTHORIZED RESELLER”?
Please view our Reseller Agreements page and find the manufacturer(s) you are interested in carrying. Fill out the corresponding form and submit it. The manufacturer will be notified, and they will make the final decision as to whether you can be an authorized reseller. If you have questions regarding the status of your Reseller Agreement, contact your Petra sales representative.
DO YOU OFFER BULK PRICING?
Please contact your sales rep for bulk prices. You can find your sales rep info in your account dashboard.
WHY CAN’T I FILTER THE PRODUCT LISTINGS BY SELL PRICE? WHY CAN’T I SORT BY MY PRICE?
Price is determined on a by-account basis and is not filterable. You can narrow down a MSRP price range by using the price filter. You can always sort by retail price, item name, SKU, and by newest!