NetXpress

Frequently Asked Questions
Click for Help contents


What Internet Browser should I use for NetXpress?

What do I need to tell my IT Department in order to use NetXpress?

When I try to login I receive the message "Your username is not active". Why is this?

When I try to login I receive the message "Access Denied". Why is this?

I have forgotten my password or username.

When I create an order why is there a list of Account Codes?

Can I check prices without creating an order?

What are Links?

What are the links on the left hand side of the page?

What are the Related Topics in the Online Help?

If I delete an order by mistake is there a way that I can retrieve it?

What should I do if I am unable to find a product using the Browse and Search Catalogue features?

I am entering a product code and it keeps coming back saying "Access Denied". Why is this?

I am entering a product code and it says "Product Code 12345678 not found". Why is this?

Can one person in my organisation check all the orders created by others before they are sent to Staples?

Once I have sent an order for approval can I change the order?

I am an approver but I cannot edit my users orders. Why is this?

Who do I call to see where my order is?

Why would I want to use the Receipt Orders feature?

What do I do if I receive a product that is not what I wanted?

What is a .csv file?

Why do you ask for my date of birth when ordering Liquor?

Can I order Liquor if I am not yet 18, even if the delivery is to go to someone else who is over the age of 18?

Can I accept delivery of Liquor if I am not yet 18 even if the Liquor will be consumed by others over 18?

What does the 'blue truck icon' mean?

Why am I seeing the blue truck icon?

What is the EarthSaver range of products and how can I identify them?

I'm trying to view the price of a product and it says "Call" - what does that mean?

I'm trying to view the price of a product and it says N/A - what does that mean?

What is XpressOffice?

What is my organisation's procurement policy?

What is single sign-on?

Why is Staples offering SSO?

Why should I use single sign-on (SSO)?

How do I get started with SSO?

I tried to use an identity provider to log in to NetXpress but it didn't work?

My company already has an identity provider. Can we use this?

How will I know if my company has an identity provider?

After I start using single sign-on (SSO) can I change back?


What Internet Browser should I use for NetXpress?
Click for Top of Page Top of Page

Staples recommends that customers use the latest version of Internet Explorer or Firefox. If you need to download either of these free of charge from the Internet, click on the appropriate one and then follow the prompts. NetXpress will also work with Chrome, Safari, Opera and Links.


What do I need to tell my IT department in order to use NetXpress?
Click for Top of Page Top of Page

NetXpress is a web based ordering system. You need to install a web browser, enable cookies and JavaScript and adjust the cache settings so that it checks for updates with each page access. Your proxy and/or firewall will need to allow at least port 80 (http) but desirably port 443 (https/SSL) through especially if credit cards are to be used.

We recommend that users have internet email access although it is not absolutely necessary. It is used for things such as notification of order status (including approval/declined) and NetXpress specific issues from time to time.

You will need access to the following sites:

We recommend the use of a proxy server with access list and password capability so that most users are limited to accessing the sites you give them and a password is required to access all other web sites.

Credit card details are not stored on the NetXpress database except while the order is being completed. Login and credit card information is transmitted securely (if using SSL) whilst all other pages are transmitted without encryption for speed.

NetXpress is protected by our Internet firewall to prevent unauthorised access. Access is given for the sole purpose of trading with Staples. Email addresses stored within the NetXpress database are used only for NetXpress and Staples.


When I try to login I receive the message "Your username is not active". Why is this?
Click for Top of Page Top of Page

This means that either you have logged in incorrectly more than 6 times, or you have not logged in for over 12 months. Because of this, your username has been disabled.

You need to contact your Group Administrator or the NetXpress Helpdesk on 1800 812 198 to reactivate your username.


When I try to login I receive the message "Access Denied". Why is this?
Click for Top of Page Top of Page

This means that you have incorrectly entered either your username or password. Please try logging in again using your correct username and password.

If you have forgotten your password you will need to contact your Group Administrator or the NetXpress Helpdesk ( 1800 812 198 ) who can reset it for you.

Remember that your password is case sensitive.


I have forgotten my password or username.
Click for Top of Page Top of Page

Contact your Group Administrator or the NetXpress Helpdesk on 1800 812 198 and they can reset it for you.


When I create an order why is there a list of Account Codes?
Click for Top of Page Top of Page

This is because you are able to order for more than one account. Select an account code to create an order. If you look at My NetXpress - Settings the Account Codes that you are able to order for will be listed.


Can I check prices without creating an order?
Click for Top of Page Top of Page

Yes you can. If you Browse or Search for a product the price will be displayed. Also if you decide to order the product you can enter a quantity and click the Add to Order button and an order will automatically be created for you.


What are Links?
Click for Top of Page Top of Page

Links are underlined text. Clicking on one of these will take you to a specific place on a page or display a new page.


What are the links on the left hand side of the page?
Click for Top of Page Top of Page

The links on the left hand side of the page allow you to navigate through NetXpress. You are always only one click away from entering a different NetXpress page.


What are the Related Topics in the Online Help?
Click for Top of Page Top of Page

Related Topics list other help information that is linked to the current help topic you are viewing. For example if you have the Browse Catalogue help page open, you may wish to learn other ways to add products to your order. The related topics will display links to these.


If I delete an order by mistake is there a way that I can retrieve it?
Click for Top of Page Top of Page

No, once an order has been deleted you are unable to retrieve the order. You will have to create a new order.


What should I do if I am unable to find a product using the Browse and Search Catalogue features?
Click for Top of Page Top of Page

Make sure that you try searching for it using different keywords. If you still can not find it call 13 26 44


I am entering a product code and it keeps coming back saying "Access Denied". Why is this?
Click for Top of Page Top of Page

This message means that you have been restricted from accessing this product. Contact your Group Administrator or the NetXpress Helpdesk to discuss options.


I am entering a product code and it says "Product Code 12345678 not found". Why is this?
Click for Top of Page Top of Page

This means that the product code does not exist on the product database. Try to find an alternate product by searching using keywords.


Can one person in my organisation check all orders created by others before they are sent to Staples?
Click for Top of Page Top of Page

Yes, you can have one or more people setup as Approvers. You can change a users settings to specify the situations when an order is to be sent to an Approver before it is received by Staples.


Once I have sent an order for approval can I change the order?
Click for Top of Page Top of Page

Yes you can. If you do need to make changes to an order you can reclaim the entire order (assuming it has not been approved yet) and then resubmit it for approval. If you reclaim an order, the Approver will be notified of this by email.


I am an approver but I cannot edit my users orders. Why is this?
Click for Top of Page Top of Page

Approvers are not permitted to edit orders sent for approval. They can only approve or reject orders. If you need something changed on the order, you should reject it and include the reason why. The creator of the order can see what changes need to be made before they send it for approval again.


Who do I call to see where my order is?
Click for Top of Page Top of Page

You can do this online. NetXpress allows you to track the status of orders and items from the Order History screen. Locate the specific order via the search or refiners and then progress to the order detail screen. From there you will be able to view the order and item status.


Why would I want to use the Receipt Orders feature?
Click for Top of Page Top of Page

Receipt Orders allows you to check off your order as it arrives. It is a good way to track the products on your order if you are waiting for back ordered products to arrive.


What do I do if I receive a product that is not what I wanted?
Click for Top of Page Top of Page

You can organise a return online. Navigate to the specific order (via Order History within NetXpress) and use the returns function. Alternately you may organise a return by contacting Customer Support on 13 26 44


What is a .csv file?
Click for Top of Page Top of Page

A .csv (comma separated values) file is a file format used as a portable representation of a database. Each line is one entry or record and the fields in a record are separated by commas. You are able to create a .csv file in Microsoft Excel which you can then paste into the Bulk Add page.


Why do you ask for my date of birth when ordering Liquor?
Click for Top of Page Top of Page

We are required to so by relevant Liquor laws.


Can I order Liquor if I am not 18, even if the delivery is to go to someone else who is over the age of 18?
Click for Top of Page Top of Page

No. The legal requirements in respect of the sale of Liquor over the Internet, telephone, facsimile or mail make it an offence for a minor to order Liquor via NetXpress.


Can I accept delivery of Liquor if I am not yet 18, even if the Liquor will be consumed by others over 18?
Click for Top of Page Top of Page

No. The legal requirements in respect of the sale of Liquor over the Internet, telephone, facsimile or mail make it an offence to deliver Liquor to a minor.


What does the 'blue truck icon' mean?
Click for Top of Page Top of Page

Items with a blue truck icon will be delivered within the following time frames:

  • East Coast: Up to 2 days later than normal delivery time
  • West Coast: Up to 7 days later than normal delivery time

Items in the same order that do not display the blue truck icon will be delivered within normal delivery time frames.


Why am I seeing the blue truck icon?
Click for Top of Page Top of Page

Due to our centralised stocking strategy, the blue truck is used for low volume products to offer the greatest depth in range to our customers across the ANZ region.

Staples regularly reviews our stocking strategy and will adapt to changes in customer ordering behaviour, with the goal to stock regularly ordered materials in the closest warehouse to the customer. If you will be ordering these products regularly (at least once per month) please speak to your account manager about stocking in your local warehouse.

Staples has a broad range of products available. For fastest delivery please consider locally stocked alternatives.


What is the EarthSaver range of products and how can I identify them?
Click for Top of Page Top of Page

At Staples, we recognise that the biggest difference we can make is the way we approach our supply chain - ensuring the ethical sourcing of products and offering our customers environmental preferable products. As part of our commitment to sustainability, we have developed the EarthSaver classification to assist our customers in identifying products that meet environmentally preferable product criteria.

EarthSaver Criteria

Keeping up with sustainability is as easy as keeping your eye out for our EarthSaver logo. This classification means a supplier has met our ethical sourcing requirements and the product meets one or more of the following criteria:

  • Recycled Content
    Eco-conscious products contain 30% post-consumer recycled content or more.
  • Third-party standards and certifications
    Products meeting our eco-conscious criteria adhere to a select group of third-party environmental standards and certifications.
  • Other environmental designs
    Eco-conscious products with these features contain 30% or more agricultural residues, rapidly renewable materials or bio-based plastics.

The Staples EarthSaver range includes products from categories such as:

  • Paper, Pads and Envelopes
  • Writing Instruments and general stationery
  • Toner cartridges
  • Coffee, tea and canteen accessories
  • Cleaning products and facility supplies
  • Furniture and more.
Just look for the EarthSaver logo

I'm trying to view the price of a product and it says "Call" - what does that mean?
Click for Top of Page Top of Page

"Call" means price on application. The cost price of this product is not maintained by Staples. If you submit an order for a "Call" product, Staples will contact the supplier to determine the current price. A Staples representative will then contact you with this price for consideration. Should you wish to know the price prior to submitting the order, please call 13 26 44.


I'm trying to view the price of a product and it says N/A - what does that mean?
Click for Top of Page Top of Page

N/A stands for "not available/applicable". You may see it in any of the following circumstances:

  • Our backend system is currently unavailable and therefore pricing cannot be displayed right now. You may submit your order and view the correct price when you receive your invoice/delivery docket with your goods.
  • Prices are not applicable to your account. Please contact your Group Administrator or Account Manager if you wish to discuss your options
  • A delivery charge does not apply to this order

What is XpressOffice?
Click for Top of Page Top of Page

Exclusive to Staples, XpressOffice is a premium vendor refill system that controls and manages the selection, purchasing, reporting and replenishment of your organisation's business supplies. Its a hassle free way to ensure that the workplace items your employees use regularly are always available and ready for use.


What is my organisation's procurement policy?
Click for Top of Page Top of Page

This policy specifies the range of products that a company allows their employees to buy on NetXpress. If you wish to change this please contact your company's procurement manager or account manager.


What is single sign-on?
Click for Top of Page Top of Page

Single sign-on (SSO) is an authentication process that allows a user to access multiple applications with one set of login credentials by logging in via an identity provider. An example might be a person who uses their LinkedIn username and password to login to NetXpress via their LinkedIn account.


Why is staples offering SSO?
Click for Top of Page Top of Page

Staples is always looking for ways to improve the customer's experience. We recognise that most users spend time doing personal shopping online, so when they are shopping for their organisation we'd like to offer them a similar user experience. Single sign-on (SSO), although relatively new, is fast gaining popularity as a preferred method of gaining access to a restricted website - enabling the customer to gain access to our website faster, more securely, and without having to remember so many passwords. Our company has a commitment to using the latest technology and SSO is just one way we do this.


Why should I use single sign-on (SSO)?
Click for Top of Page Top of Page

  • Better security. Because users won't have to remember multiple passwords, SSO helps to reduce password fatigue and improves password hygiene, by avoiding password reuse and making it easier for people to use complex passwords.
  • Ease of use. You only need to remember one password and username to access many systems.
  • The choice is yours. You may pick which identity provider you trust to authenticate your log-on to NetXpress.
  • Ability to tailor for your company. Many organisations already use identity provider systems compatible with SSO. We can use your company's log-in verification system enabling your employees to use their standard network log-in. This enables you to have greater control of your users, including carrying out audits of compliance with suppliers and removing users from your end.


How do I get started with SSO?
Click for Top of Page Top of Page

Staples and NetXpress offer a variety of identity providers that you can pick from to log in with. Choose one that you trust. If you already have an account with any of these providers, you will be able to log in via the link on NetXpress.


I tried to use an identity provider to log in to NetXpress but it didn't work?
Click for Top of Page Top of Page

If the email address you use to log in to your identity provider is different from the one we have stored in NetXpress, you will not be able to log in using your identity provider yet. To rectify this situation, please log in to NetXpress with your normal username and password and change your email address in your settings. If the email address in your identity provider and also in NetXpress match, you shouldn't have any problems logging in.


My company already has an identity provider. Can we use this?
Click for Top of Page Top of Page

Yes, you can. Our Customer Service team can arrange to have this set up for you.


How will I know if my company has an identity provider service?
Click for Top of Page Top of Page

Many companies already have a system which is compatible with our single sign-on (SSO) service, which not only offers your employees the convenience of SSO, but also offers the additional security of using internal systems that your employees are already familiar with. We have identified thousands of NetXpress users who have systems ready and waiting to use SSO.

In most cases our IT specialists can tell you if your organisation has a compatible system - please speak to Customer Service or your Staples sales manager to find out if your organisation could benefit from a customised SSO.


After I start using single sign-on (SSO), can I change back?
Click for Top of Page Top of Page

Yes, if you'd prefer not to use SSO, we can disable it and re-enable your username and password. You will have to pick one way or the other, so please contact Customer Service if you'd like to change back