Wardles Portal
Frequently asked questions about the Wardles portal
Does the portal show live stock availability?
Yes! There are 3 different availability indicators on our portal:
Available: the item is in stock and available for Next Day Delivery (subject to cut off times)
On Request: the item is currently out of stock, but can be ordered on your request. Sourcing these items and delivering them to you will take 7-10 working days.
Out of stock: the item is out of stock, and unable to be requested.
Can I order trade lines on the Wardles portal?
Yes! You can order trade lines via the Wardles Portal. In fact, in the interest of transparency we display stock availability, the net price, and any applicable discounts.
Can I request a stoma bag customisation online?
Yes! When you place your order, the Portal will ask you if you have any custom requirements. Simply specify any custom measurements in the available text box. If you have a template for the patient, also note this in the text box and send the template to Wardles customer service, preferably by post so the size is not distorted by fax or email.
What if I have a query or an issue with an order?
You can view your order through the ’Your orders’ tab on the Portal. If you have any questions, please fill out the form on the "Contact Us" tab and we will be in touch with you within 48 hours.
Why have I received an order in more than one delivery?
Sometimes we will have stock readily available and other times we may be awaiting a delivery. To minimise delays, we send orders as soon as they are available, which can mean more than one delivery.
Can I pay by direct debit?
Yes! Acceptable payment methods are Direct Debit and BACs.
My commission statement is incorrect. What do I do?
If you notice an issue with your commission statement, contact us on 0333 8666 977.
A person has left, how do I remove them from my account?
To remove someone from your account, visit the ’Manage users’ tab on the Portal and select ’Edit’ on the person you would like to remove. From there, simply choose "Remove user"and they will be deleted from your account.
As a point of note - if the person you are removing is the only admin for the account, you’ll need to assign another admin before you can remove that user.
What permissions are in place for the pharmacy team, and how do I manage these?
Standard users (non-admin) will have access to create orders, view previous orders, and request stock amnesty.
Only admin users can access commission statements and manage users. If you would like to grant someone admin access, simply edit them in ’Manage user’ and change their role to admin.
I can only see orders from when I set up my account – why is this?
As this is a new system, unfortunately it doesn’t store historical data. Accordingly, only orders placed after the system was set up will appear in your account.
I can only see commission statements from when my account was set up – why is this?
Similarly, we can only store commission statements from the date you opened your account on the Wardles Portal account.
I have changed ownership. how do I move my account to another account number?
You are unable to edit your account number in the Wardles Portal itself. To move your account or change your account details, email us at customercare@wardles.co.uk
Why can’t I change my own user permissions?
For security reasons, we cannot allow users to change their own permissions. If you have a question regarding this, please contact us on customercare@wardles.co.uk
Why does the portal time out?
For security purposes and to help prevent accidents, the Wardles Portal will time out if there has been no activity for a while. You can simply log back in and resume use of the Portal at any time.
How does Wardles stock amnesty work?
Simply head to the "Stock amnesty" tab, and click "Start a new request". Fill out the requested information and click "Submit request".
Are bags and wipes sent automatically?
Free disposable bags and wipes are included as standard with qualifying items.
Can I request extra bags & wipes?
We are unable to request extra bags and wipes. However, we will always send enough to cover the amount of product ordered.
How do I know when delivery will be?
The status of your order can be seen via the ’Your orders’ tab on the Portal, including estimated delivery times. If all items ordered are in stock, they will be delivered the next working day (subject to cut off times).