Here you will find answers to some of the most common questions asked by our users.
Should your query not be listed or you are unable to find any assistance here then
please consult the comprehensive user guide. Should you still encounter difficulty
then please contact your Tirlán Account Manager – Thank you.
General FAQs:
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First Time Logon / Password Recovery:
Select the 'Password Recovery' option from the main landing page. From
the 'Password Recovery' screen please enter your Username, Tirlán Account
Number, and Email Address. The Portal will generate a temporary password, which
will be emailed to you. Please select Continue to return to the main log in page.
Once you have received your new Password Confirmation email, please enter the password
along with your username and click Log In. Choose the business area (Chilled/Dairy)
you wish to access. You will be presented with the homepage. This will give you
a summary of documents and Queries that are currently waiting for you to view, and
a total number viewed so far.
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Viewing Documents:
To view a document, select your desired document type from the navigation bar
on the left. If there are documents available for viewing under your selected document
type, they will be displayed in a grid on the document page. Please click on the
Document Number column to view the document. Any document with red text indicates
files which you have not yet viewed.
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My Portal Profile:
To access your portal profile click the 'Portal Profile' link situated
on the left hand pane after logon. You will be presented with your User Name, Account
Email, Account Number and the date and time that your password was last changed.
From here you have an option to change your email address and password.
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Changing My Password:
To change your password click 'Change Password' within the 'Portal
Profile' view. Enter your current password, your new password, confirm the new
password underneath. Next, click 'Change Password'. Passwords must be a
minimum of 8 characters.
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Changing My Email Address:
To change your email address click 'Change Email Address' within the 'Portal
Profile'. Enter the new email address, confirm new email address, and click
'Update Email'. Email address must be a valid email address and must match
before changes can be saved.
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View Payment Information:
To view Tirlán account information click the ‘Payment Information’ link situated
on the left hand pane.
Query Management FAQs:
To access Query Management you need to click 'Queries' on the left hand
pane. The Query Summary is divided into 5 headings – 'Type', ‘Open’, 'Closed',
'Awaiting My Response' and 'Raise New'. A Query may be raised over
Price, POD (Proof of Delivery), Quantity or Returns.
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View Queries:
To view Open Queries, click on the links under Query Number. Queries are listed
under the headings – Query Number, Type, Date Raised and Query Status. To view a
query, click the query number.
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Search Queries:
Search Queries using the filters situated at the top of the Query screen. Queries
can be filtered by 'Date From', 'Date To', 'Query Type'
or 'Query Status'.
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Raise Queries:
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To raise a Price Query
Click the raise new query button corresponding to Price. Enter your contact name
and number, the invoice number you are querying along with the product number, product
description, the name of the person you agreed the price with, the date the price
was agreed, the price charged on the invoice, the price originally agreed, the quantity
you were over/undercharged for and the amount of credit you are due. Once you have
entered the product details, click the symbol to save to your query. Repeat this
for each product you wish to query. If you make a mistake and need to edit or delete
a product from your query, click the 'Edit' or ‘Remove’ buttons situated
beside the product details. Next, click ‘Submit Query’.
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To raise a POD Query
Click the raise new query button corresponding to POD. You need to enter your
contact name and number, the invoice and POD numbers you are querying and select
the query type. Next, click 'Submit Query'.
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To raise a Quantity Query
Click the raise new query button corresponding to Quantity. A Quantity query may
be raised if products were delivered but you were not charged, or were charged but
were never delivered. When filling out a Quantity query you need to enter your contact
name and number, the invoice number you are querying along with the product number,
product description, the quantity you were charged for, the quantity you were charged
for that you received, the quantity you were not charged for and the quantity you
received that you were not charged for. If any of the 4 quantity fields are not
relevant to your query then please submit a zero to that field. Once you have entered
the product details, click the symbol to save to your query. Repeat this for each
product you wish to query. If you make a mistake and need to edit or delete a product
from your query, click the Edit or Delete buttons situated beside the product details.
Next, click 'Submit Query'.
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To raise a Returns Query
Click the raise new query button corresponding to Returns. Enter your contact
name and number, select the Query Type from the down menu as shown below, and enter
a claim number and a narrative. Next, click 'Submit Query'.