Frequently Asked Questions

Creating a web user and linking your Keller Supply account to it allows you 24/7/365 access to the following features:

• View our complete catalog including detailed product information and images
• Search for and compare products
• Check pricing and availability
• Create product lists for jobs and add reminders
• Download spec sheets, installation guides and more
• View your order history and invoices
• Order products and request quotes
• Pay bills

Orders must be linked to a purchasable Keller Supply account in order to create and submit orders.

Orders cannot be placed without first creating an account. Keller Supply offers two types of online accounts – a web user-only account and a Keller Supply customer account.

The default account type is “web user only” which will allow for adding products to and sharing Wishlists. You may also apply for a new Keller Supply “purchasable” customer account or link to an existing “purchasable” account during the web account creation process. After your Keller Supply credit account is approved/linked, you can create and submit orders and gain access to all the site functionalities. 

If you are an existing Billtrust and/or Web Order Entry user, you will have automatically been sent an activation email (to the email address you have on file with either or both of those services) through which you can create an account simply by choosing a password.

If you are a new user, click the “Register / Log In” link in the top right corner of the website, then click the “Create a New Account” button. For web user-only access, simply fill out the initially displayed information and click “Create My Account” for immediate access.

If you wish to apply for a Keller Supply “purchasable” account or link to your existing Keller Supply account, check the box for that option prior to clicking the “Create My Account” button. (The check box is located just above the “Create My Account” button).

Follow the prompts to fill out and submit the additional fields and upload a credit application if needed. Our credit department will review this information and create/link your “purchasable” account within a couple business days for existing account linkage and 5-7 business days for credit application approval. New credit account creation may take longer due to the required verification process.

Click the “Register / Log In” link in the top right corner of the website, then enter your username (your email address) and password and click the “Log In” button.

An email address is required to create an account. Without an account you will not be able to create and save lists or align with a Keller Supply cash or credit account to create and submit orders.

Either hover over or click the “Register / Log In” link in the top right corner of the website. Once you see the dropdown menu or Log In page, click the “Forgot Password?” link. Enter your email address and click “Send Email” to be emailed a link that will allow you to reset your password. Once your password has been reset, you will be able to log in to the website with your newly created password.

No. However, as a current Web Order Entry or Billtrust user, you will have automatically received an activation email to activate your preconfigured account on the new website. You will not have to go through the account creation process. Simply click on the link provided in the email to update your password. Once your password is created you can sign in to the new site with instant access to your account information.

You will be able to view your order history, and your custom part numbers will be ported over, however saved lists from Web Order Entry will not be viewable on the new platform and will need to be re-created.

If you cannot locate the activation email and you have a Web Order Entry or Billtrust account, hover over the “Register / Log In” link in the top right corner of the website, select the "Forgot Password" to the top right of the Password field, and submit your email address. You'll be emailed a link that will allow you to reset your password.

Yes, immediately upon creating your account you will be able to create a Wishlist and any list you have created will carry through when your “purchasable” Keller Supply account is created/linked.

For instructions on creating a Wishlist, see the “How do I create and save a list?” FAQ response in the “Bids, Orders, Invoices & Pricing” section below.

Hover over the “Account” link in the top right corner of the website to display a list of links to view all the account information that is visible on the website such as branch contact information, Bill-to/Ship-to addresses, order history, and more. Alternatively, you can click on the “Account” link to open the "My Account” page and select the desired option in the “Quick Links” menu on the left side of the page.

You can change your password, phone number, and other defaults by going to “My Account” > “Account Settings”. If changing your phone number, please do not include an extension as the website can only recognize 10 digit phone numbers. Should you need to change addresses or link your account to additional Keller Supply accounts (jobs, etc.), please contact your branch for assistance. A one-time shipping address can be added during the order checkout process, but it will not be saved to your account.

With an “Admin” level Keller Supply website account you can simply click the Pay Bills button at the top right corner of the website to be taken directly to your Billtrust account. Invoices can also be viewed within the Invoice History section of your ecommerce account.

If you have “Admin” level access on your account, you can add a new user for your company. To do so:

1. Hover over the Account link in the top right corner of the website, and selecting User Administration.
2. Click the Create New User Button.
3. Fill out the form.
4. Click the blue “Create User” button.

The newly created user will then be sent an activation email at the address you entered when setting up their account. To remove a web user associated with your company, please contact your home branch for assistance.

Buyer 1 users can prepare orders but must get them approved by a supervisor prior to submission. Once an order is submitted for approval a notification email is sent to the assigned Approver (Buyer 3 or Account Admin). To do so

1. Click the “Order Approval” link on the “My Account” page (or hover over the account link at the top right corner of the website and click “Order Approval” in the “Product & Order Management” section of the dropdown menu) to view and action orders that are awaiting approval.
2. Click the hyperlinked order number to preview the order.
3. Make any necessary changes.
4. Click “Approve Order” to begin the checkout process for the order.

You may still use Web Order Entry if you prefer that platform. If you choose to go back and forth between platforms, certain things created in one platform (like lists) will not be viewable in the other platform. After the initial import from Web Order Entry to the new platform, custom part numbers created in Web Order Entry will no longer be imported into the new website.

No, however, applying for a Keller Supply cash or credit account is quick and easy. With a web-only user account you can create and share a Wishlist with others but not place an order.

At a minimum, you must create a “web-user only” account before creating a Wishlist so that the Wishlist can be saved and shared.

To create a saved list

1. Hover over the account link in the top right corner of the website.
2. Click My Product Lists in the Product & Order Management section of the dropdown menu.
3. Click the blue “Create List” button.
4. Provide a name for the list and a description and click the “Create List” button
5. Click the name of the list to view the list.
6. Once inside the list, click the “Add Items to List” button. Please note, you must click the “Add Items to List” button before searching for items to add to your list.  If the “Add Items to List” button is not clicked first, the search will return results from within the selected list only.
7. You can then add products individually using the search function or add them in bulk by clicking the “Upload Items” button and uploading them using the spreadsheet template format. Step by step List Upload Template instructions are available here.

For spreadsheet uploads, the upload will be processed to match your customer part number first (if one exists in the system), then the Keller part number. The import may be less accurate using manufacturer part numbers as those are not necessarily unique to a particular item. Please note that the bulk upload feature supports up to 200 lines at a time in the template file. After the import is complete, check the imported list for accuracy. Re-import or add items individually (as noted in step 6 above) or remove incorrect ones as necessary to perfect your list. For step by step instructions on downloading, preparing, and uploading a List Upload Template file, visit our List Upload Template Instructions page. For information on adding your part numbers to the system, please consult the “How can I add my product number to an item” FAQ response or video tutorial. {need to update the tool tip on that page}

Once a list has been created, it is easily shareable. To share your list:

1. Hover over the account link in the top right corner of the website.
2. Click the “My Product Lists” link.
3. Click the hyperlinked list name to vie wthe list you want to share.
4. Click the “Share” link at the top right of the list view.
5. From the “Share List” popup, you can share with an individual by entering an email address or with your entire company (which will share with all Keller Supply website users associated with the current billing address you have selected).

A check box at the bottom of the popup lets you choose if others can edit the list. Pricing shown to viewers of the list will be based on the account connected to their web user. If shared with a web user that is not connected to a Keller account, they will see list or web pricing. We strongly recommend sharing company lists with co-workers, as unshared lists are considered personal and will remain accessible by the list creator only until shared.

Yes, you can set periodical reminder emails to re-order this product on a Weekly or Monthly basis. To set a reminder:

1. Hover over the account link in the top right corner of the website.
2. Click the “My Product Lists” link.
3. Click the hyperlinked list name to vie wthe list you want to share.
4. Click the “Schedule Reminder” link at the top right of the list view.
5. From the “Schedule Email Reminder” popup, select the frequency of emails, start and end dates, enterand enter notes you want to send yourself with the reminder.
6. Click the blue “Schedule” button to schedule the reminder.

You will now be sent email reminders about the list on the interval you selected. From the reminder email you can view the list and either quickly order the full list using “Add List to Cart” or you can add individual items to the cart using the “Add to Cart” buttons.

Need to edit your reminder settings? Simply view the list again and click the “Edit Reminder” link at the top right of the list view. From this pop up you can either change the settings (click the blue “Schedule” button to save the updated settings) or stop the reminders all together by clicking the white “Stop Reminder” button and then the blue “Confirm” button to confirm that you want to cancel future email reminders.

To create an order, you must be logged into a web user that is connected to a “purchasable” Keller Supply credit account. To get started:

1. Search for products and add them to the cart to build your order
2. Once you have added to the cart the items you would like to order, click the blue “Checkout” button.

• Order from a saved list- “Can I upload a list file to create my order?”
• Reorder Pad - “How do I reorder products?”
• Quick Order - “Can I create a quick order?”
• Can I upload a list file to create my order?

Once items are added to the cart, you will first select your fulfillment method and have the options to:

• Change the delivery address
• Confirm the quantity of the item(s) you are ordering
• Add line-item notes
• Remove items entirely
• Enter a promo code
• Either submit the order or save the order for up to 90 days to finish later.

If you have a salesperson that helped you, please make sure to enter their name on the right hand side of the “Order Review” page. To submit your order, click the blue “Checkout” button in the “Shopping Cart”. During the checkout process you will be able to:

Change the shipping addresses
• Enter order level notes
• Specify the desired shipping method
• Provide requested delivery and dates preferences
• Add a PO (Purchase Order) number

Clicking ”Submit Order” will direct your order to the branch who will verify lead times, calculate applicable tax and freight charges, and reach out to you with an update once that is complete.

Buyer 1 level users’ orders will be first submitted to your company’s designated approver for confirmation before being submitted to Keller Supply. Should you need to make changes to the order after it has been submitted online, contact your home branch directly for assistance.

To request a quote:

1. Add items to the cart as you would to create an order.
2. Click the “Submit for Quote” button rather than “Submit Order.”
3. You will then need to enter some additional pieces of information like the Job Name, quote level notes, the date you need the product, etc.
4. The quote request will be submitted to your home branch for review.
5. Click the blue “Submit Quote” button

Once complete, the branch will reply via email or phone the same as they do when quote requests are submitted via those methods. Should you need to make changes to or check the status of the quote request after it has been submitted online, contact your home branch directly for assistance.

Items can be added to an order in bulk from a saved list which can be created via the instructions in the “How do I create and save a list?” FAQ response. Individual items can be re-ordered quickly using the Reorder Pad under the My Account page or the Recently Purchased link in the blue horizontal navigation menu.

You can also upload a list of items to a Quick Order without creating a saved list. To do so:

1. Hover over the Account link in the top right corner of the website.
2. Click Quick Order in the “Product & Order Management” of the dropdown menu.
3. Click the &ldquot;Upload Order&rdquot; link in the top right corner of the “Quick Order” page.
4. Follow the prompts to download, populate, and upload the template to add the list of items to your “Shopping Cart.” Step by step List Upload Template instructions are available here.

For spreadsheet uploads, the upload will be processed to match your customer part number first (if one exists in the system), then the Keller part number. The import may be less accurate using manufacturer part numbers as those are not necessarily unique to a particular item. Please note that the bulk upload feature supports up to 200 lines at a time in the template file. After the import is complete, check the imported list for accuracy. Re-import or add/remove items as necessary to perfect your list. For step by step instructions on downloading, preparing, and uploading a List Upload Template file, visit our List Upload Template Instructions page. For information on adding your part numbers to the system, please consult the “How can I add my product number to an item” FAQ response or video tutorial.

For one time use, a list of items can be uploaded using the “Quick Order” page. TRo do so:

1. Hover over the Account link in the top right corner of the website
2. Select “Quick Order” from the “Product and Order Management” section of the dropdown menu.
3. From the “Quick Order” page, click the “Upload Order” link in the top row of links
4. Follow the instructions to download the template, fill it out, and upload the template to import your items.

For repeat use, a list of items can be uploaded to a saved list which can be created via the instructions here. Once the items are imported, the list can be added to the cart with one click. Link to the saved list instructions and add details if/when quick order function is activated.

1. Click My Product Lists in the Product & Order Management section of the dropdown menu
2. Click the blue “Create List” button.
3. Provide a name for the list and a description, then click the “Create List” button.
4. To add items to the list, click the name of the list to view the list.
5. Click the “Add Items to list” button.  Please note, you must click the “Add Items to List” button before searching for items to add to your list.  If the “Add Items to List” button is not clicked first, the search will return results from within the selected list only.
6. Click the “Upload Items” button
7. Follow the instructions to download the template, fill it out, and upload the template to import your items. Step by step List Upload Template instructions are available here.

For spreadsheet uploads, the upload will be processed to match your customer part number first (if one exists in the system), then the Keller part number. The import may be less accurate using manufacturer part numbers as those are not necessarily unique to a particular item. Please note that the bulk upload feature supports up to 200 lines at a time in the template file. After the import is complete, check the imported list for accuracy. Re-import or add/remove items as necessary to perfect your list. For step by step instructions on downloading, preparing, and uploading a List Upload Template file, visit our List Upload Template Instructions page. For information on adding your part numbers to the system, please consult the “How Can I Add My Product Number to an Item” FAQ response or video tutorial.

Items in your cart will remain there for 7 days before the cart is cleared. Should you wish to preserve them longer you can use the Save Order link in the “Shopping Cart” page which will save the order for 90 days – this saves the list of items however it does not preserve inventory availability or pricing.

Order History and Invoice History can be viewed on the “My Account” page or accessed directly by hovering over the Account link in the top right corner of the website and clicking the appropriate option in the “Product & Order Management” section of the fly-out menu. In that section of the menu are links directly to your Orders and Invoices.

Quotes requested using the Keller Supply website can be found under Order History (accessible from the “My Account” page or by hovering over Account in the top right corner of the website. Click “Filter” on the Order History page, then select the status “Web Quote” and a list of all quotes you have placed on the site will appear.

Bids are viewable for 7 days after creation at which point the pricing expires and a new bid is required.

Your pricing will appear only if you are logged in to a web user that is associated with your Keller Supply account. If you are not logged in or are signed in as a web-only user, you will see either the list price or the web price if one is available. Need to add content here about how to connect existing web user with a Keller Supply credit/cash account.

Product availability is indicated in search results and product listing pages above the Quantity selector. There is a “view availability” link next to the total quantity for in stock items which will show you availability by branch location. Similar functionality is available in the “buy box” on the product detail page. When browsing search results or product categories, you may use the “Stock on Hand Only” filter to limit search results to items that are in stock.

The branch will be able to calculate the most accurate shipping rate and tax information after reviewing your order. How do I cancel or modify an order or quote? Contact your local branch as quickly as possible if you need to cancel or modify your order or quote. Your home branch’s contact information is available by hovering over the Account link in the top right corner of the website.

Contact your local branch as quickly as possible if you need to cancel or modify your order or quote. Your home branch’s contact information is available by hovering over the Account link in the top right corner of the website. Please review the Return and Cancellation policies for additional information about our return policy, as well as our Terms and Conditions.

Contact your home branch regarding the possibility of returning a product. Your home branch’s contact information is available by hovering over the Account link in the top right corner of the website. Please review the Return and Cancellation policies for additional information about our return policy, as well as our Terms and Conditions

Your order's status can be viewed in the Order History section of the My Account page. For more details on your order status and estimated ship dates, please contact your home branch. Their contact information is available by hovering over the Account link in the top right corner of the website.

A two-year rolling history of all your orders will be viewable online whether they are placed online or with your branch.

You may re-order an entire previous order via the “Re-order” buttons on the Order History page. Individual items may be Re-ordered using either 

The Reorder Pad allows you to choose items to reorder from those that you've had invoiced in the past 365 days. To do so:

• Hover over the “Account” link in the top right corner of the website
Click the “Reorder Pad” link in ”Product & Order Management“ section of the dropdown menu
• Search for the previously ordered products you want to re-order.
• Add the item(s) to the cart.

Alternatively you can use

• The “Recent Purchases” drop down in the main (blue) horizontal navigation menu shows items that were ordered in the past 90 days. Simply edit the quantity and click the blue “Add to Cart” button to add the selected quantity of the item to your cart.

or

• Create a saved list of products and schedule an email reminder for a future date when you would like to be reminded to order them again. For instructions on this process see the "Can I upload a list file to create my order?” section above on this page.

There are many ways to browse and find products on the Keller Supply websites. These include:

Search Bar - The Keller Supply website features an “elastic” search feature that will respond by unfolding a dynamic list of results as you enter search criteria like the brand, type of product, description, or a part number (be it a manufacturer part number, Keller Supply product ID, UPC, or a custom part number that exists within your Keller Supply customer record). Your search can be further targeted by entering combinations of criteria like Brand + part number, etc. On the “search results” page, use the filters available on the left side of the page to fine-tune the results and find the product you are looking for. If you do not want to wait for the “elastic” results to display, you can press your enter key and you will be sent directly to the “search results” page or it will send you to a product detail page if the search returns an exact match. You can refine your search here by clicking on a “search instead for" option. While the elastic search is loading quick results, you can hit enter twice to advance to the full “search results” page. If the quick results have completed loading, select from one of those options or hit enter once to advance to the full search results page.

Browse by Brand, Product Type, etc - You may also choose to browse by brand, or by product type using the options in the horizontal blue navigation bar. This will allow you to view lists of products based on those initial criteria, and then use the filter and sort options on the left side of the results pages to further narrow down your search. "Shop by Industry" functionality is in the works.

Refine your search - You may also search within the list of search results by entering additional keywords in the “Search Within Results” box in the “Refine Results” tools to the left of the search results.

To further help you find the item(s) you're searching for, you may use the options on product listing pages to change the view of the results from list to grid, change the number of items shown per page, and change the method by which the products are sorted.

If varying your search and using the filters does not turn up the product you are looking for, it may not be in our system/catalog, may be discontinued, etc. Try varying your original search to improve the results by entering the specific part number, adding criteria in the “search within” box, using filters, etc. If varying your search and using the filters does not turn up the product you are looking for, it may not be in our system/catalog, may be discontinued, etc.

In the event the product is not findable, the “Shopping Cart” page also allows you to send a “Special Request” for your branch to add a non-stock item to the system/catalog. Simply click the “Cart” link in the top right corner of the website and click the “Ask Us About Special Request Items” bar to unfold the form and fill in and submit the required information. Once you have submitted the Special Request, your home branch will then respond - how do they respond?

Yes. If you need to add individual part numbers for your company, those can be added when viewing the detail page for a particular item. Use the "Add Customer Part Number" link next to "My Part #" under the product title. Once your individually added product numbers are in place, they will be searchable immediately. For bulk imports of your part numbers, please contact your local branch for help. Once they are imported into our ERP system, they will be viewable and searchable on the website the next day.

Product availability is indicated in search results and product listing pages above the Quantity selector. There is a “view availability” link next to the total quantity for in stock items which will show you availability by branch location. Similar functionality is available in the “buy box” on product detail pages.

When browsing search results or product categories, you may use the “Stock on Hand Only” filter to limit search results to items that are in stock.

To compare products:

1. Check the “compare” box (below the Add to Cart button) in the search results or product listing pages. This will add the selected products to a panel at the bottom of the website.
2. When the items you wish to compare have been added, click the “Compare” button to view the comparison.

If you have found an issue with product data, you may report it using the form here.

A “Special Request” form can be found on the “Shopping Cart” page that allows you to send a request to add a non-stock item to the system. To send a special item request:

1. Click the Cart link in the top right corner of the website
Click the “Ask Us About Special Request Items” bar to unfold the form.
2. Fill in the required information
3. Click “Submit” to send the request to your branch.

To change the shipping address while navigating the website you can click the hyperlinked shipping address that appears above the search bar at the top of the site. You can also hover over the Account link in the top right corner of the website and use the “Change Ship-To” button at the bottom of the dropdown menu below your Bill-To address.

Alternatively, once in the cart, you can click the “change” link adjacent to the Delivery Address to select a different one. Once you have begun the checkout process there will be another option to change shipping addresses (provided you select the delivery option). The Ship-To dropdown will allow selection from all the ship-to addresses associated with your account. You may also enter “Add One Time Shipping Address” using the instructions in the next section.

If you need to ship to an address that is not shown, select the “Add One Time Shipping Address” option in the Ship-To Address dropdown while checking out and you will be able to enter a new address. Please note, this address will not be saved for future orders. To add a permanent ship-to address to your account, please reach out to your home branch for assistance.

At this time, orders can only be placed with a purchase order using a Keller Supply cash or credit account.

Once your Keller Supply website account is linked with your Keller Supply cash or credit account, you may place an order billed to your Keller Supply account. For cash accounts, payment will be collected when the order is picked up.

Job Accounts provide your Company and Keller Supply with a better chance to get paid if a contractor, builder, or owner stops the money flow. Once we receive the Job Account form, we will open a new and separate account for you to use specifically for this job only. The terms for this Job Account are the same as for your other account(s) and each Job Account has its own credit limit. We confirm the job information and then mail out a “Notice to Owner” letter. This letter informs the project owner and the general contractor that Keller is providing material for this job and has a right to lien the job in the event we are not paid.

For more information, check out our Job Accounts page here.

To rquest a job account, download the job account formhere and email the form to your credit manager or fax it to 206-285-9352.

For assistance with job accounts, please contact the Credit Department at [email protected] or call 206-273-7207.

Yes, you may pay at pickup. To do so, when picking up your order, let the branch know you would like to go ahead and pay. Otherwise, the order will be billed to your Keller Supply credit account if you have one.

"Purchase Order" is currently the only supported payment method. Credit card payment implementation is forthcoming.

Billtrust is the platform that Keller Supply uses to enable online access to invoices and allow for electronic payment of balances due.

Yes, you may pay your invoices with Billtrust. "Admin" level users can pay invoices by clicking the Pay Bills button at the top right corner of the website.

When logged into the Keller website, “Admin” level users may go to Billtrust directly by clicking the Pay Bills button at the top right corner of the website. If you do not have a Billtrust account, one will be created when you click the Pay Bills button.

The new Keller Supply website uses a Single Sign On process to link you to Billtrust without a separate log-in.

When logged into the Keller Supply website, “Admin” level users may go to Billtrust directly by clicking the “Pay Bills” button at the top right corner of the website. No additional credentials are required.

No, that log in option is no longer available. When logged into the Keller Supply website, “Admin” level users may go to Billtrust directly by clicking the “Pay Bills” button at the top right corner of the website. No additional credentials are required.

Billtrust is updated on a nightly basis. There should not be any discrepancies between Billtrust and Keller Supply’s website. Billtrust is the prevailing authority of billing related information, however. If you are concerned about something that’s not reflected that is more than 24 hours old, or have any other Billtrust related questions or concerns, please contact your Keller Supply Credit Manager.