FAQ & Help with the Daikin Customer Portal

You have the option in the Daikin Customer Portal to view all your Quotes, Orders, Orders In Transit, Track & Trace, Invoices and Account Balance at a glance depending on your permission level. 

You can also perform various actions in the customer portal:

-          Edit quotation

-          Order quotation

-          Amend order (call-off date, delivery address, contact person on site)

-          Create return

-          Send payment advice

Further information on the advantages of the customer portal can be found here.

In the Daikin Customer Portal you also have the option of accessing many other Daikin applications, including:

-          Daikin webshop (activation is required before using for the first time),

-          Daikin library (containing important technical product data),

-          Stand-by-me (registration is required before using for the first time),

-          And much more. 

It is preferable to use Chrome to open the Daikin Customer Portal. If you use a different browser, we cannot guarantee that all functions can be used properly.  

1. Click the circle icon with your initials in the top right-hand corner of the Customer Portal.
2. Select “Settings”. The menu item can also be identified by the small gear icon.
3. A window opens. Select the “Language and Region” category. The menu item can also be identified by the small globe icon.
4. You can now adjust your language settings in the first selection field. You have the option of displaying the Daikin Customer Portal in the respective browser language, German or English. 

• After you have received access to the Daikin customer portal, you should designate a person to manage the Daikin Customer Portal for your company.
• At least one person in your company should perform the role of so-called “Delegated Admin”. The “Delegated Admin” manages the Daikin Customer Portal on behalf of your company. The following tasks are performed by a “Delegated Admin”:

- Create new user

- Deactivate user (e.g. if leaving the company) 

- Manage viewing rights for the individual users 

Further information about the existing viewing rights in the Daikin Customer Portal can be found further down under the “Permissions” heading.

Two search fields are available in each respective view.

1. A general search field: Here you can trigger the search query by clicking on the magnifying glass icon next to it. Please note: This field only searches the default columns. If you have used the “Set filter” option to display additional columns, these columns will not be included in the general search.
   
   
2. Criteria-specific search fields: You can initiate the search query by clicking the “Start” button. You can reset the search query by clicking the “Reset” field. The default search period is 6 months. You can expand or limit this time frame by changing the time period in the “Invoice date” field. 

One reason why you cannot see individual menu items in the Customer Portal (e.g. quotes, orders, invoices, account balance) is that you have not been assigned permissions for this. Depending on the defined permission level, you can either adjust this yourself (permission level = “Delegated Admin”) or contact the corresponding “Delegated Admin” within your company. Your local Daikin office can also assist you with this and grant you the corresponding rights, if they have been provided by your company.

The following permission levels are available in the Daikin Customer Portal:

In the “My Invoices” view, you have the option of viewing more information in the overview. The same applies for quotes, orders, orders in transit and account balance.

1.       In the respective detailed view, click the small gear icon.

2.       Select the information that is relevant to you.

3.       Click “Ok” and the display will be adjusted to your preferences.

The following permission levels are available in the Daikin Customer Portal:

Depending on the defined permission level, you can either adjust this yourself (permission level = “Delegated Admin”) or contact the corresponding “Delegated Admin” within your company. Your local Daikin office can also assist you with this and grant you the corresponding rights, if they have been provided by your company.

1. Click the circle icon with your initials in the top right-hand corner of the Customer Portal.

2. Select a “My Organisation”. 

3. A new tab opens and you are taken to user administration. Click the “Invite member” button. 

4. Fill in the requested form fields and send the invitation by clicking on the “Invite by e-mail” button. 

5. The person you invited will receive an email asking them to confirm the account creation within 72 hours. 

1. Click the circle icon with your initials in the top right-hand corner of the Customer Portal.
2. Select a “My Organisation”.
3. A new tab opens and you are taken to user administration. In the member list you can see which users have already been created for your company in the Customer Portal.
4. Click the respective name of the person for whom you want to extend or restrict permissions.
5. Click the small tool icon to manage permissions.  
6. A summary of existing permissions appears. Put a checkmark to assign another permission. Remove the checkmark to remove a permission.
7. Click “Save” to save your changes. 

1. Click the circle icon with your initials in the top right-hand corner of the Customer Portal.

2. Select a “My Organisation”. 

3. A new tab opens and you are taken to user administration. In the member list you can see which users have already been created for your company in the Customer Portal. Click the respective name of the person for whom you would like to reset their password. 

4. Click the icon to reset their password. 

5. An email will be sent which the user can use to reset his/her password. 

1. Click the circle icon with your initials in the top right-hand corner of the Customer Portal.

2. Select a “My Organisation”. 

3. A new tab opens and you are taken to user administration. In the member list you can see which users have already been created for your company in the Customer Portal. Click the respective name of the person whose user account you would like to deactivate in the Customer Portal. 

4. Click the respective icon to either temporarily deactivate the user (activation at a later date still possible) or to irrevocably delete him/her from the Customer Portal. 

• All standard quotes are available in the “My Quotes” section. In the Customer Portal you can view further details about the quotation by clicking on the quotation (1).
• You can also open the quotation as a PDF (2). By clicking on the individual products listed in the PDF quotation, you will be redirected directly to the technical product details.

• By default, the “My Quotes” heading displays the last 15 quotes that we have issued for your company.
• By clicking on “More” you can display more quotes.
• If you are looking for a specific quote, you can either use the search field or set the filter accordingly so that only the desired quotes are displayed (e.g. quote date, quote type, etc.). 

You can open the quotation in PDF format in the Customer Portal. By clicking on the individual products listed in the PDF quotation, you will be redirected directly to the technical product details.

1. Click the back arrow of the desired quotation. There you will find more details about the quotation. 

2. Click “Orders”

3. A pop-up window opens.

4. Fill in the required fields that are displayed (desired delivery date, order confirmation by e-mail to, delivery address) and the optional fields. If you would like to accept only part of the quotation, please let us know exactly which materials are required in the “Description” field.

5. Click the “Order” button. You will now see the summary of your purchase requisition. 

6. Click “Submit” to place the order. 

In the “My Orders” section, you can see the following orders:

• For individual sales: The last order confirmation that we sent to you can be downloaded in this area.
• For spare parts: The last order confirmation, which we sent to you after 1 August 2020, is available.
• Orders that you have made on one of our online shopping platforms. 

• By default, the “My Orders” heading displays the last 15 quotations that we have provided for your company.
• By clicking on “More”, more orders are displayed.
• If you are looking for a specific order, you can either use the search field or set the filter accordingly so that only specific orders are displayed (e.g. period for placing the order, status, etc.). 

1. Click “My orders” on the landing page of the Customer Portal. You are taken to an overview of all your jobs. 

2. The status of your order is displayed in the overview (Open / Completed). If you cannot see the “Status” column, click the small gear icon to configure your view accordingly. 

3. For example, by clicking on an order that is still open, you will receive detailed information about the status of the order. You can see which items on the order are still open or have already been completed. 

If available from our logistics service provider, you can track your parcels and loading units in the “Track & Trace” section. 

In the “Orders in transit” section we show you completed orders as well as deliveries that are currently in transit with our transport service provider.

Completed deliveries include units and spare parts (including all online orders) that you have placed.

• By default, the “Orders in transit” heading displays the last 15 completed orders that we have been processed for your company.
• By clicking on “More”, more completed orders are displayed.
• If you are looking for a completed order, you can either use the search field or set the filter accordingly so that only the desired completed orders are displayed (e.g. delivery date, delivery note number, etc.). 

1. Click “Orders in transit”

2. Click the delivery you would like to return. 

3. Select the item of equipment being returned.

4. Click the “Create return” button

5. A pop-up window opens. Select the reason for the return and confirm by clicking “Selection”. 

6. Now enter all relevant information about your return. Provide the required information in full with as much detail as possible. This is the only way we can process your return request as quickly as possible.

7. Click “Arrange return” to submit the return request to us. 

In the “My Invoices” section, you can view your outstanding and settled invoices. Invoices are available 24 hours after delivery. 

• By default, the last 15 Invoices that we have issued for your company are displayed.
• More invoices are displayed by clicking “More”.
• If you are looking for a specific invoice, you can either use the search field or set the filter accordingly so that only the desired quotes are displayed (e.g. quote date, status, etc.). ­­

1. Click “My Invoices”
2. In the Invoicing Overview, you can see from the status of the invoice which invoices are either still “outstanding” or “completed”. If you can’t see the “Status” column in your overview, click the small gear icon to expand the “Status” column view. 

1. Click “My Invoices”
2. For the invoice copy, click the PDF icon. 

If you can't open an PDF invoice, it could be because your browser blocks automatically opening pop-ups. Depending on the browser, a small icon usually appears in your browser window. You can generally allow pop-ups to be enabled.
Instructions on how to enable the use of pop-ups can be found using the following links:

Google Chrome: Blocking or enabling pop-ups in Chrome - Computer - Google Chrome Help

Microsoft Edge: Blocking pop-ups in Microsoft Edge - Microsoft Support

• In the “My Account Balance” section, you can view your current account balance and send us a payment advice in the portal. 

1. Click “My Invoices” in the menu bar and then “Account Balance” and you will be taken to the summary of your account balance. 

2. Click the corresponding line for which you would like to send us a payment advice.

3. Click the “send payment advice” button.

4. Click “Email” to send us the payment advice. 

Before using Stand By Me for the first time, you must complete a once-off registration with Stand By Me. Only then will you be redirected to Stand By Me from the Daikin Customer Portal.