Customer Self-Serve - FAQs

Customer Self-Serve FAQ

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Is my internet browser compatible with this site?

  • The website is compatible with all major browsers, including Internet Explorer 7.0 and later
  • If you find you are not using an up to date browser you will need to upgrade or your functionality will remain reduced and you may receive error messages
  • Please contact us at one of the numbers or emails above if you need help upgrading your browser

How do I login for the first time?

  • You should have received an email with your username and temporary password
    • Ireland - please contact [email protected] if you do not have your username & temporary password email 
    • US & Canada - please contact [email protected] if you do not have your username temporary password email
  • From the Irving Oil Commercial  website, www.irvingoilcommercial.com, click on the “Customer Self- Serve  button” on the upper right section of the main page to access CSS
  • Fill in your username and password 
  • Read and accept the terms & conditions (see FAQ for “Accepting Terms & Conditions on First Login” if you have any trouble) 
  • You will be asked to reset your password from the temporary password assigned to you to the password of your choice (see FAQ for “Password Help” if you have any trouble creating your new password) 
  • You will be requested to enter  your new password twice, as well as your temporary or old password 
  • Hit the “continue” button to reset 
  • You now have access to your account on our secure CSS site
  • Click on the list of searches available to you from the menu found on the left hand side of your screen

If you have any issues, do not hesitate to contact Customer Support for assistance

What language is CSS available in?

  • CSS is available in both English and French
  • You can choose your language preference on the login page

How do I accept the terms & conditions on my first login?

  • Click on the “I do not accept” or “I accept” buttons at the bottom of the page 
  • If you are unable to see the buttons to accept terms & conditions at the bottom of the page - Hit “Shift” & “F11” keys and your toolbar will be reduced in size and you will be able to view the rest of the page including the option buttons
  • If you have any issues, do not hesitate to contact us for assistance

I need help with my password?

Passwords expire after 90 days or after 7 unsuccessful attempts to login. 

  • After 90 days you must reset your password
  • If your password has been disabled due to an excessive number of unsuccessful login attempts, please contact your Customer Support team  to activate the profile:

There are restrictions and password rules you must follow:

  • Passwords length - must have a Minimum 8 characters, and Maximum of 20 characters
  • Password expiry - the system forces passwords to change every 90 days
  • Passwords must include UPPERCASE, lowercase, and a special character (such as? $ % *)
  • If you have any issues, do not hesitate to contact us for assistance

What features are available to me in CSS

  • To view your self-serve options, click on the menu on the left of your screen
  • To expand the menu click on the “+ sign”  (under the HOME button and to the left of “Customer Self Service” )
  • Simply click on the menu option of your choice to inquire on your account

How do I search for information once I have entered search criteria?

Once you have entered your search criteria, select the black magnifying glass icon to search

How do I download a bill of lading (BOL) or Delivery Note?

Downloading BOLS

  • From the menu down the left side of your screen choose “BOL inquiry” or “Invoice Inquiry”
  • Enter your search criteria – date , BOL #, or Invoice number and hit the black Magnifying glass to complete
  • The BOL number is highlighted in red
  • Click on the red BOL number hyperlink and your BOL will download 

BOLs available for download:

2 types of BOLs may be available in CSS depending on the terminal – signed BOLs and electronic BOLs

  1. Electronic or Real Time BOLs are loaded from all automated terminals and are available within a few of hours of loading
  2. Signed BOLs are loaded into the system from the following terminals:
  • Irving Saint John Refinery
  • Irving Revere
  • Irving Portsmouth
  • Irving Searsport
  • Irving St. John’s
  • Irving Charlottetown
  • Irving Halifax Harbour 
  • Signed BOLs from these terminals should be available within five business days. Please note that third party terminals are not loaded in CSS.
  • BOLs not in system within five days are experiencing a delay in the submission and posting process.
  • If you have any issues, do not hesitate to contact us for assistance

How do I download an invoice?

Invoice data is available for download to an excel spreadsheet or as a PDF version 

  • Select “Invoice inquiry” from the menu on the left hand of your screen
  • Enter your search criteria on the Invoice Inquiry page and hit the black magnifying glass to complete 
  • The invoice number is highlighted in red
  • Click on the red invoice number hyperlink and your invoice PDF will download  
  • To download invoice data to an excel spreadsheet - when the results of your search are displayed, scroll down to the bottom right of the page where you will see the red “download” button
  • Press the  red “download” button and  the data will be exported to an excel spreadsheet 
  • Save the excel spreadsheet to your computer and add filter or adjustments as needed
  • If you have any issues, do not hesitate to contact us for assistance

Is credit information available in CSS?

There are two menu options for credit information:

  • “Credit Limit Inquiry” – displays your credit limit and available credit 
  • “Account Balance Inquiry” - you can choose All, Open or Closed invoices

How often is my “Credit Limit inquiry” updated?

  • The credit limit inquiry information is updated once daily and the date and time of the upload is noted on the page.
  • Note – if you have made a payment or have lifted product and it is not reflected in the remaining credit limit, it is because the payment has not been applied or the lift took place after the time the report was updated

I’m getting the message “no records found” when I search:

  • Check the search criteria you have entered
  • Refine your search and submit search again
  • If you have any issues, do not hesitate to contact us for assistance

Example:  An error has been made with the account number (numeric) or account name (alpha), please double check your entry for number of digits or reversed order and spelling

I’m getting the message “date range must be 30 days”:

  • The date range entered must be 30 days or less
  • Adjust the  “FROM” or the “TO” date to ensure that it totals 30 days  (example 02242017, 02232017)
  • If you have any issues, do not hesitate to contact us for assistance

I’ve logged in once, how do I login again?

  • From the website, click on the “Customer Self- Serve  button” 
  • Fill in your username and the new password you created when you signed in the first time
  • Hit the “sign in” button 
  • You now have access to your account on our secure CSS site
  • Click on the list of searches available to you from the menu found on the left hand side of your screen
  • If you have any issues, do not hesitate to contact us for assistance

What do I do when my system “times-out” or closes?

As a security measure, your session will be ended after extended inactivity. This helps to protect your personal information. If this happens, you must go back to the login screen again and enter your user ID and password.

How do I sign-out?

To sign-out, click the “Logout” button at the top left of your screen any time you want to sign off from the website, if you do not log out the system will automatically do this for you.

Can another person in my company have access to my CSS account?

 

Please contact our Customer Support Team via email:

Let us know who in your company should have access to your Irving account online and we will set them up with their own account and send them a user name and temporary password.