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FAQ
Customer number
Where can I find the GS ID / CRISP ID of my company?

The GS ID / CRISP ID is displayed at the top right above the header after logging in.

Independent workshops can also view their GS ID / CRISP ID in UMAS under company management and in B2B Connect under company.

Where can I find the GS ID / CRISP ID of the companies for which my company is the invoice recipient?

I can store companies as deviating recipients of orders if my company is stored as the invoice recipient. The GS ID / CRISP ID of these companies is displayed when I click on Select Recipient in the basket.

How can I change the address of my company?

Independent workshops can change the address of their company in UMAS. Mercedes-Benz workshops can contact their responsible national organization.

Order authorization
I am not registered as a contact for my company. How can that be?

To be able to place orders for different locations, the authorized contact person for the order must be registered for the respective company. Customers with XSS access please use XSS to apply to register for an additional company. Customers without XSS access, please send an email to xentry.customer.support@mercedes-benz.com

I am authorized to order for various companies. How do I change the company with which I am logged in?

When logging in with a user that is authorized to order for different companies, a query is made for which company you want to log in. After logging in, you can switch the company for which you are logged in under "Account ➔ Change orderer" or change it by clicking on the logged in GS ID at the top right above the header.

Purchase Order
I have placed a XENTRY hardware (renewal) purchase order. When can I expect delivery?

For a new order, the delivery time is approx. 4 weeks. The delivery time for a replacement order is 12 weeks.

Where can I find the tracking number for my purchase order?

Shortly after receiving the order confirmation, the shipping confirmation is sent. In the shipping confirmation, you will find the tracking number for your purchase order.

Where can I find the purchase contract for my hardware purchase order?

The order confirmation received after the purchase is considered to be the purchase agreement for your purchase order. Our terms and conditions for the hardware and software products can be found in the footer of the XENTRY Shop under general terms and conditions.

Location change
I have carried out a location rebooking. From when will the system be assigned to the new location?

The location rescheduling is always recorded at the end of a month (30/31), and any related invoicing takes place starting the following month.

StartKey
I want to change my StartKey profile afterwards. Is this possible?

The data scope of the StartKey profile can be adjusted after the fact. However, an adjustment via a change order may take place a maximum of once per year. The end of the software contract remains unchanged. The change order takes place if there is a software order authorization in XENTRY Shop.

I would like to place a follow-up order for a StartKey in advance, is that possible?

A follow-up order for a StartKey is possible at the earliest 28 days before the expiry of the predecessor StartKey. The new StartKey is valid as soon as the previous StartKey has expired.

My StartKey is expiring, but my renewal order is not yet there?

If a renewal order has been placed, the old system can continue to be used until the new order is received. If the StartKey expires in the meantime, you can request a follow-up order via the XENTRY Shop or an extension from XENTRY Commercial Administration. Proof (order number, order confirmation, etc.) is required for this purpose. Customers with XSS access should please use XSS. Customers without XSS access, please send an email to xentry.customer.support@mercedes-benz.com

Return
I receive an error message after successfully completing the questionnaire for the hardware return shipment. How do I get my return label now?

In this case, we ask that you send a screenshot with a message to XENTRY Commercial Administration showing that the questionnaires have been completed. The return label is then created manually by the colleagues and provided to you in the XSS ticket request. Customers with XSS access, please use XSS for this purpose. Customers without XSS access, please send an email to xentry.customer.support@mercedes-benz.com

My hardware return was already received in the Returns warehouse. Why do I continue to be charged?

As we cannot foresee when a system will be returned, it may occur that the invoicing and the date of the goods receipt bookings overlap. A corresponding credit note is automatically created after the entry in the goods receipt. The credit is then issued with the next invoice run.