A: A great first step in learning how to use My.Celanese.com is to review the User Guide which provides detailed instructions on maneuvering the site. If additional training is needed, please contact your Customer Service Representative or, send a training request to mycelanesesupport@celanese.com

A: If you are an existing customer and want to purchase a new product, customers need to contact their Sales Representative Customer Service Representative (CSR).

A: Based on level of access, documents available to retrieve and send via email can include:          
· Bill of Lading                                        
· Invoices                                        
· Certificate of Analysis (CofA)                                    
· Packing list                                        
· Order Acknowledgement

A: Please contact your Customer Service Representative, if:
· During the order entry process you received a message that a product is unavailable 
· Pricing is not showing correctly
· Billing or shipping address needs to be modified to a  different one than  you are currently registered with
· Needing to schedule a  rush order, or if needing to enter order during planned outages
· A shipping mode you need to use does not appear on your order menu
· You need to cancel an order placed online.
· You need to change an order, but that functionality is disabled                     
· The  invoice you received does not match what is displaying in your account status
. You need to request a permanent change to shipping instructions

A: Pricing is based on our current listed price within our system. It does not include any discounts or surcharges. Prices are subject to change based on terms and conditions. If you feel pricing is showing incorrectly, please contact your customer service representative.

A: Payments should be routed/submitted according to the remit instructions on the Celanese invoice which is sent prior to shipment start.

A: At this time, My.Celanese.com does not accept payments by credit card.

A: Yes, change order is functionality available to My.Celanse.com.  To change an order:                                        
1.  Select ‘Order’ from the menu bar                                        
2.  Select ‘Change Order’ from the drop down                                        
3.  Search for order by searching the ‘Purchase Order Number’ or ‘Order Number’
Order changes are subject to some specific rules, e.g., online changes to order line items are not possible after the delivery process has started for the selected line item. In these cases, or in the case that change order functionality is disabled, please contact your Customer Service Representative.                                        

A. Yes. My.Celanese allows users to save the contents of their current order for use as a template for future orders. An order template can then be copied entirely onto a user's current order at any time in the future. An example of order template could be products that a user orders on a regular basis such as an order which uses the same ship to, same product, and same additional information. Users can access saved templates through multiple locations such as:
•    Dashboard
•    Order Status
•    Order Create, or
•    Account preferences
Manage your templates through Account Preferences. In the manage templates area you can view, edit, delete or reorder using a saved template.

A: Yes. During the order entry process, you will be immediately notified if there is an issue with the requested order. Your Customer Service Representative will contact you.

A: The default quantity is setup based on ordering history. You can overwrite it at any time of order entry. If you would like this quantity changed to a different default, please contact your Customer Service Representative.

A: A 3rd party/line item # is your end customer Purchase Order, or reference number. If applicable you will enter this information into an order, this will appear on all shipping documents. Additionally, your release number is a unique identifier for each shipment when a blanket PO is used.

A: Not at this time. To place sample orders please contact your Customer Service Representative.

A: To successfully complete the ordering process, you must accept the Terms and Conditions. However, if you have a current contract with Celanese, contract Terms and Condition supersed the terms of sale within my.Celanese. In case of issues or questions regarding Terms and Conditions, please contact your Sales Representative.

A: To retrieve contact information regarding your Customer Service Representative, please contact your Sales Representative. If unable to locate who your Sales Rep is, please contact the Celanese Head office

A: In these instances, a new account will need to be established for replacement personnel – please send a request to Mycelansesupport@celanese.com.

A: All notifications including system maintenance and planned outages will be displayed through the My.Celanese.com login page.

A: My.Celanese.com does not currently have a downloadable app. However,you have the option to create a shortcut icon on your mobile device for easier access.

A: Please contact your Customer Service Representative or send an email to mycelanesesupport@celanese.com