Customer Portal
Resource Hub

They can go to www.owenscorning.com/customerportal and click on the "Need to Register?" link.

They can reset it themselves at www.owenscorning.com/customerportal and click on the link "Forgot Your Password?"

No, our employment verification process requires users to have an individual corporate email address to identify if that employee has left the company.  This process doesn’t work with team email boxes.

No, our employment verification process requires users to have an individual corporate email address to identify if that employee has left the company. There are some exceptions to this policy and those situations will be reviewed case by case, especially outside of NA.

Reach out directly to the customer so they can walk you through exactly what the issue is, or the specific type of error message.

Open a Customer Portal Support Ticket if needed. Don’t forget to add what browser and device they’re using.

If a customer is already registered for the portal and they try to re-register they’ll get the error message.

Either they forgot they were registered (or forgot their login information), or their registration is pending which will be noted on the User Management page if you look them up.

If it is pending, send an email to the support team for your regions and ask them to complete it.

Advise the customer to download the most recent browser version of their preferred bowser.

• Google Chrome  (Google Chrome is the preferred browser for the Customer Portal)

• Mozilla Firefox

• Internet Explorer

• Microsoft Edge

The Access column on the User Management page shows the account permissions a user has been assigned based on their requests and approvals (approvals required for NA Roofing & Insulation users).

A glossary of account permissions is below:

Order Activity (Order Status) Access: Users can view the Order and Details pages and download order reports.  Where available, they can download confirmations (without price), packing lists\, BOLs, and COAs.  This is the standard access level.

Account Documents (Billing) Access:  Users can view Order Status, Order Details pages, available documents, and Billing Documents Page.  When available by region, this access also allows them to download confirmations with price )where applicable), invoices, Credt & Debit memos, & Credits for Returns.  Approval is required to have access to this page.

Pricing Access: Users can view Order Status, Order Details page, available documents & additionally have access to the Pricing Page.  Approval is required to have access to this page.

They may have either only requested Order Activity or may have only been approved for it.

The user either didn’t request that access or their request was denied. If the customer is asking for request again to either Account Documents or Pricing, you can submit a Customer Portal Support Ticket on their behalf.

If you have been approved for access, please open a Customer Portal Support Ticket.  If you aren’t sure you have been approved, check with your leader.

If you can’t find your customer by searching for their name or email address, then they are probably not registered.

Direct them to www.owenscorning.com/customerportal and click on the "Need to Register?" link.

No, just like they can’t register with a team box/account, they cannot share login information for security purposes. If you know of a customer who is using a colleague’s login, please direct them to www.owenscorning.com/customerportal and click on the "Need to Register?" link so they can have their own access.

Yes, you can impersonate any registered user in the portal through the User Management pages.

While we don’t have a language picker functionality on the site yet, you could switch between languages with the URL, if needed, during a demonstration for example.

It is case sensitive, so make sure the string in pink is copied correctly! This is for internal use only—do not share these URL strings with customers.

Example:

Step 1: Impersonate a user and click on an order to get to the Order Details page.  (It’s easier to change languages here than anywhere else.)

Step 2:  If you want to switch to French Canadian, add ?lang=fr-CA after the order number. (Example below, and make sure the CA is capitalized.)

https://www.owenscorning.com/customerportal/order-status/83722785?lang=fr-CA

Step 3: If you need to get back to English, then put ?lang=en after the order number. (Example below.)

https://www.owenscorning.com/customerportal/order-status/83722785?lang=en

Languages by Region:

English ?lang=en

French Canadian ?lang=fr-CA

French ?lang=fr

Italian ?lang=it

German ?lang=de

Russian ?lang=ru

Spanish ?lang=es

Brazil ?lang=pt

Chinese ?lang=zh-Hans

Korean ?lang=ko

Not currently. The portal is currently a self-service access point to view and track orders, to download documents, or submit service complaints (currently for NA and EU Composites users).

Orders and documents on the portal are automatically refreshed starting every 4 hours.

You can see when it was last updated in the upper right corner of the Order Status page.

By clicking into an order and going to the Order Details page, the portal will do an instant refresh and you will see the most recent information we have for that order.

The portal will also do an instant refresh when you download an order report. This is why there could be a delay of up to an hour if the customer has requested to see a large amount of orders—the portal is getting an update from SAP and then sending over the information via an email attachment.

If the request is for a small amount of orders it will take a matter of minutes.

Orders typically will be visible in the portal 1 year from the create date on the order. If an order created more than 1 year ago has not been delivered or was delivered within the last seven days, it will stay on the Portal until it has been delivered for seven days.

There are a few ways to troubleshoot:

• Has the order been entered? You can run an order report in CRM/SAP to verify it wasn’t overlooked.
• Are there any errors on the order? If it hasn’t replicated to SAP, it won’t be in the portal.
• Is the user set up to see that ship-to/sold-to or that division? Go to View Details in User Management to verify. If not, open a Customer Portal Support Ticket.

If you have checked all the above and still do not know why the order is not on the portal, open a Customer Portal Support Ticket.

Is the user set up to see that ship-to/ sold-to? Go to View Details in User Management to verify. If not, open a Customer Portal Support Ticket.

There are a few ways to troubleshoot:

• Have the changes been entered? Check the CSS notes to verify.
• Are there any errors on the order? If it hasn’t replicated to SAP, it won’t be in the portal.
• Have all your processes been followed (planned availability, dashboard updates)?

If you have checked all the above and still do not know why the order is not updated on the portal, open a Customer Portal Support Ticket.

The user can select any combination of filters (order status, ship-to location, delivery date, order alerts) and have that report sent to them via email by clicking on the Download Excel File button.

Please note, if you download a report while impersonating a customer it will be sent to you and not the person you’re impersonating since you’re the one who is actually logged in to the portal.

You can now filter by plant and shipping point in the portal. We have the other filter requests in our prioritization queue.

The Delivered time stamp is when the carrier left the customer’s location, which would mean it’s offloaded and empty.

Look at the items on the order. If any of the dates are red, then the order was pushed out due to a material constraint.

Please note: we only alert the customer if the date is pushed out due to material because they have input in this situation. They can remove the line item(s) to see if that improves the delivery date. If the date is pushed out due to warehouse or transportation we do not call that out because the customer has no influence over those changes.

There are a few ways to troubleshoot:

• Has the confirmation been sent? Check the Actions assignment block in CRM. Is the status green?
• Has the output been blocked in CRM? If so, why?
• Are there errors on the order?  If it hasn’t replicated to SAP, it won’t be in the portal.
• Is the order on credit hold?
• Does the order have a CCD? Check the Dates assignment block or the Dashboard.
• Is the ship-to/ sold-to set up for priced confirmations? If the user doesn’t have Account Documents access in the portal they won’t be able to see those confirmations.

If you have checked all the above and still do not know why the order confirmation is not on the portal, open a Customer Portal Support Ticket.

Not currently. BOLs are available, but not signed PODs from the carrier. If your customer needs one you can click on the Create Follow Up button in CRM SAP and request one, or follow your current regional process.

No, we use them interchangeably. One nuance is that once a user has access to Account Documents, they will see the Billing Documents page icon on their left navigation.

You can submit a Customer Portal Support Ticket and access will be granted upon approval.

No, for two reasons:

1. These are sensitive documents that only the user should download.
2. It’s a self-service portal, so we want to encourage users to download documents on their own and take advantage of the extra benefits of doing business with Owens Corning like 24/7/365 access to documents.

You can submit a Customer Portal Support Ticket and access will be granted upon approval.

No, for two reasons:

1. These are sensitive documents that only the user should download.
2. It’s a self-service portal, so we want to encourage users to download documents on their own and take advantage of the extra benefits of doing business with Owens Corning like 24/7/365 access to documents.