If you have any questions about store functionality, including how to create proposals, templates and orders, please see Navigating the Store.


General

What is the Apple Store?

The Apple Store is an online store that offers a specialised selection of Apple and third-party products that, based on your contract, are available for purchase. You can also request product returns and check their status, as indicated in the options listed in the Homepage Menu.


Who can place orders on the Apple Store?

Customers with a valid contract and account number will be able to access their own store, where they can browse products and place orders. All users of a specific customer's online store will be asked to identify themselves by registering or logging in using an existing Apple ID for business.


How do I register to use the Apple Store?

To register, go to https://ecommerce.apple.com/ (Opens in a new window) and click "Don't have an Apple ID? Create yours now". After you've submitted your registration, please allow some time for your request to be processed. We will notify you when it has been processed.


When I was registering, I was asked to pick a role. What does this mean?

Your role determines the actions you can perform when you're using the Apple Store:

  • A Proposer can generate a proposal, but cannot purchase online.
  • A Purchaser may generate an order proposal and will also have the ability to execute a purchase.
  • A Purchaser may also place multiple orders at once using the Mass Order Request feature.
  • A Registered Proposer can generate a proposal and can also make purchases online using a credit card or a Procurement Card
only.
  • A Returns Specialist may view the status of an order and request returns.
  • An Indirect Proposer may generate an order proposal to a Distributor.
  • A Recommended Systems Administrator may create, post and edit the Recommended For You solutions, which appear on the Apple Store Homepage.
  • A user with the Mass Upload Submission role can place multiple orders at once using the Mass Order Request feature.
  • A user provisioned with the Accounts Payable role can search, view and reprint invoices for their account.

*Please note that not all roles are available in all regions


What should I do if I get an "Oops" message or encounter problems when trying to view the store?

If an "Oops" message appears or you cannot view a product when you're browsing the store, try clearing your browser's cache and re-entering the store.

You can also visit the Contact Us page for assistance, which can be accessed via the link at the bottom of this page.


What's an Apple ID and how do I get one?

  • An Apple ID for business is used to log in to your custom Apple Store(s). To register with a new business Apple ID, go to https://ecommerce.apple.com/ (Opens in a new window)and click "Don’t have an Apple ID? Create yours now".
  • As part of the registration process, you must enter an email address, which will be associated with your Apple ID for business.
  • You can't use an email address that's already associated with a personal Apple ID.
  • If you already have an Apple ID for business that you're using for Apple Business Manager admin purposes, please use a different Apple ID to purchase equipment on our Online Store.
  • If you need to change the password for your Apple ID, go to iforgot.apple.com (Opens in a new window) and follow the steps provided. If you experience any difficulties in relation to your Apple ID for business, please visit the Contact Us page, accessible via the link at the bottom of this page.

How do I view my Account Status?

When you log in to the Apple Store, your account will be displayed. If you're associated with more than one account, you'll be shown a list of your accounts. Accounts shown with an "active" status can be used to access the store. Accounts shown with a "blocked" status cannot be used to access the store. If your account is "blocked", please visit the Contact Us page, accessible via the link at the bottom of this page, for assistance


What is my account number?

Your account number is a unique identifier associated with your Apple account. All orders you place are filed under this account number, which is also referred to as a "Sold To". All invoices are billed according to the information associated with your account number.

If you have any questions regarding your account number, or the information Apple has on record in relation to your account number, you should visit the Contact Us page, which you can access via the link at the bottom of this page.


Which roles are available to users on the Apple Store?

For information regarding the various roles that are available on the Apple Store, please refer to Navigating the Store.

While logged in to the Apple Store, the role currently assigned to you is noted in the profile tab in the top left-hand corner of the page.


Can I access multiple accounts?

You can access multiple accounts on behalf of multiple "Sold Tos" linked to a single login.

You can access multiple accounts under the same login if you've registered for those accounts using the same Apple ID.


Saved Order Templates and Proposals

For information on how to create saved order templates and proposals, please see Navigating the Store.

How long do my proposals stay in the store for?

Proposals remain available in the store for 240 days (8 months).


How long do my saved order templates stay in the store for?

Saved order templates remain in the store indefinitely, as long as they are not deleted by the user.


How can I view proposals or saved order templates?

To view proposals or saved order templates, simply click the "Proposals" or "Saved Order Templates" link in the Homepage Menu of the store.


Can I add more than one proposal to a basket?

No. Only one proposal may be added to a basket at a time, and in order to convert a proposal to an order, your basket must be empty. However, you may edit your basket after a proposal has been added.


Can I add content from more than one saved order template to a basket?

Yes. You may add products from one or more saved order templates to build a basket; after they've been added, you may create a new proposal, template or order.


Products and Pricing

What products will appear on my store?

Users can view or purchase products from the Apple Store based on their current contract with Apple.


Why can't I see certain products on my store?

Only products an account is authorised to purchase, as per the customer contract, will be visible in the store.


What happens when a product reaches its End of Life?

Products that reach their End of Life will no longer be available for purchase.


What happens when a product I have saved in a saved order template reaches its End of Life?

When items from a saved order template are added to the basket, any products that have reached their End of Life will be shown as no longer available in the basket. You may select another product and save it as a new saved order template or update the existing saved order template.


Why do I have to order certain products in specific quantities?

You may be required to order some products in specific quantities to optimise delivery efficiency.


What pricing will appear?

Pricing on the Apple Store is based on each account's contract with Apple.


What happens if the price of an item in my proposal changes?

If you have placed an item in a proposal and the price of that item changes before the proposal has been converted into an order, the updated price will be shown the next time you log in, view the proposal and add the item to your basket. You will not receive a specific notification when prices have changed.


Orders and Delivery

How can I check the status of an order?

To check the status of an order, click the "Order Status" link on your Homepage Menu. You can search by order number, PO number or creation date.


Can I cancel or change an order for a Configure-to-Order (CTO) product once the order has been placed?

Once a CTO product has been ordered, you may not cancel or change the order.


How can I select the delivery address for my order?

During the check-out process, you'll see a drop-down menu labelled "Deliver To", which you can use to select any of the pre-loaded delivery addresses for your account. You can also select "Enter an alternative delivery address” to manually enter a new delivery address. Please note that the alternative delivery feature may not be eligible for all accounts.


How does Apple safeguard my personal information?

For information about how Apple protects customer privacy, please read the Apple Customer Privacy Policy.


How do I track a delivery when it's in transit?

You can view tracking information by signing in to the Apple Store and clicking "Order Status" from the Homepage Menu. If you've ordered multiple items, you'll find links to the tracking information for each line item that's been sent.

Select the tracking number to view the status of your parcel. Tracking information may not be available immediately. Please note that some carriers may not provide tracking information.


Can I expedite the delivery of my order?

Expedited delivery is only available to customers in the US and Canada, where supported. If expedited delivery is available for your order, the delivery method options will be displayed on the basket page and can be selected as desired. Additional charges will apply.


Account status

Can I access multiple accounts?

You can access multiple accounts on behalf of multiple "Sold Tos" linked to a single login.


Can I find out other users within my company?

Please contact your Sales Representative or your purchaser for account support.


What can I do if my role is not correct?

Please contact your Sales Representative for account support.


How can I add a delivery address to my pop-up menu?

Please contact your business support specialist for account support.


Mass Order Request

Where can I find my Mass Order Request template?

To download the Mass Order Request template, select Mass Order Requests from the Homepage Menu. You will see a download template button in the top right-hand corner of the page.


What do the various statuses displayed after a template has been submitted mean?

For detailed status explanations, please see Navigating the Store.


Invoices

How do I reprint an invoice?

Click the invoice hyperlink in Order Status to download it. There is no restriction on the number of invoices you can download. Please note, there may be a limit on the maximum number of files that can be opened simultaneously.


Who should I contact if I am unable to reprint an invoice?

Not all invoices are available to be downloaded or reprinted. If you need a copy of an invoice that is not available online, please contact us.


Does Apple offer alternatives to paper invoicing?

Yes. To find out more about your invoicing options, please contact us.


Return Requests

Who can request returns on the Apple Store?

*Please note that not all roles are available in all regions.

Users with a valid Apple contract and access to the store can request returns online

There are three roles that support return requests: Purchaser, Registered or Extended Proposer, or Returns Specialist.


How long can I view my return requests online for?

Your return requests will remain displayed online for up to eight months.


How can I check the status of my return request?

From your Homepage Menu, please select Return Requests. You can search using the Return Request number provided in the return request acknowledgement email.


Where can I find the serial number of an item I want to return?

From your Order Status, please select the relevant order. There will be a link associated with your part number called "serial numbers". Check which item you want to return, then click Return. Next, select which serial number you want to return and select Add To Return. This will bring you to the Return Request page.


Where can I find my Return Request template?

From the "Create Return Request" page, you can choose to upload a template with multiple items.

  1. Access the template from the Homepage Menu.
  2. Select Return Requests, then click the Create Return Request button.
  3. Click the "Download Template Here" hyperlink to access the template.

Note: The supported file format is .xlsx. You may be asked to download a plug-in for your current Excel version in order to maintain and save the file.


How do I request a return of an Apple product?

You may request a return online by clicking the Request Returns link in the Homepage Menu. Return requests can also be initiated from the Order Status page when viewing a specific order.


Can I add more than one item to a return request?

There are three ways to add an item (or items) to a return request.

  1. From the "Create Return page", there is an option to add items manually. This includes an option to "add five more rows", which can be used multiple times.
  2. From the "Create Return Request page", you can choose to upload a template with multiple items.
    1. Access the template from the Homepage Menu.
    2. Select Return Requests, then click the Create Return Request button. Click the "Download Template Here" hyperlink to access the template.

      Note: The supported file format is .xlsx. You may be asked to download a plug-in for your current Excel version in order to maintain and save the file.
  3. From the Order Status page, identify the original delivered order and, from the Order Details page, select the item(s) you want to return and select "Returns".

What document types are supported for return request uploads?

The supported file format for return request uploads is Excel Workbook (.xlsx). If you are using an older version of Microsoft Office, you can download the Microsoft Office Compatibility Pack from the Microsoft Download Centre to upgrade to the supported file formats.


How can I edit or delete an item from my return request?

Items may be edited or deleted prior to submitting your return request by clicking the bin icon on the right of each product line. Please contact Apple about any changes required after submission.


How can I check the status of my return?

To check the status of a return, click the "Order Status" link on your Homepage Menu and choose "Return" as your order type. There are several search options available for selection. You can also view the status of the RMA via the return request link, locating and selecting the corresponding return request.


Can I cancel or change a return request once it has been submitted?

Once a return request has been submitted, it cannot be cancelled online. Please contact Apple about any changes that are needed after submission.


What file types and sizes can be attached to a return request?

Up to five files can be attached to a single request. Files of the following document types that are 2 MB or smaller in size are supported: Pages, .doc, .docx, .rtf, .txt, .pdf, .png, .tiff, .xls and .xlsx. Files larger than 2 MB, up to 10 MB, in the following document formats are also supported: .jpeg, .jpg, .gif and .bmp.


How do I search Order Status for a Credit or Debit Memo request?

If you would like to search by a specific Credit or Debit Note number via the Order Status page, simply enter the specific document number you would like to view into the Order Number field.


How do I obtain a Case ID?

A Case ID is required when Education, Enterprise or Government Institution customers request a product return because it is believed to be Defective or Dead on Arrival. Please contact AppleCare to determine if the unit needs to be returned. If so, they will assign you a Case ID to be referenced on your request for return. Please refer to AppleCare Support for assistance https://support.apple.com/en-gb/HT201232 (Opens in a new window).