My Account

• How can I recover my Username/Password?

If you have forgotten the password
to access My Portal and therefore the e-shop APP, you can click here https://myportal.scmgroup.com/en and start, as indicated on the page, the "username" recovery procedure and "password". In case of doubts you can write to the My Portal Team help_myportal@scmgroup.com

• How can I change my account details?

You can change your personal information by contacting the My Portal Team at help_myportal@scmgroup.com

• How can I delete my Eshop account?

You can request the cancellation of your account or that of one of your collaborators to our My Portal Team by contacting us at help_myportal@scmgroup.com or by asking your company Admin on My Portal to disable the Eshop App for that user.

• I am an end customer. In the list of serial numbers contained in the "My account" section, I can't find one that I actually own: what can I do?

You can add the missing serial number using the appropriate "Add serial number" button, accessible via the My Account section. A window will open in which you will be asked for the serial number you want to add and a photo of the respective plate in order to be able to verify its correspondence. Once the registration number addition request has been sent, an analysis by our team will be required, after which it will be displayed among the other registration number.

Orders

• What do I have to do to be able to buy on the SCM e-shop?

In order to purchase on the SCM e-shop, it is necessary to register using the appropriate form which can be accessed from the "register" button located in the e-shop at the top right of the screen or by clicking here https://myportal.scmgroup.com/en.

Once you have completed the registration form you will receive an email which you will need to confirm. Following confirmation, you will receive a second email with a username and password in order to access our e-shop.

• How does the buying process take place?

Once you have completed the registration procedure and accessed the site as a registered user, you can start shopping: the products can be added to the cart using the “ADD TO CART” button. Once you have completed your purchases, you can proceed to check out. With a few simple steps you can define your shipping address, transport method, payment method.

By confirming acceptance of our "General Conditions of Purchase" you will be able to complete your order. After this you will receive a summary email of your purchase.

• What does "Your account is not authorized to purchase spare parts" mean?

Once you have completed the registration procedure and logged in to the site, you will already be enabled to purchase machines, while you may notice, in the Spare Parts section, the writing "Your account is not enabled to purchase spare parts". This means that we are missing some data related to your account. Simply send an email to eshopsupportit@scmgroup.com requesting authorization for the spare parts section, fill in the appropriate form that will be sent to you and return it. Once this is done, it may take 24 hours before your account is correctly enabled in the spare parts section, after which you can proceed with the purchase of the pieces.

• How can I search for a machine?

If you want to search for an item, you can use the search engine at the top left of the e-shop.

You can enter the name of a specific machine (EX. ME 20) or a specific category of interest (EX. Edgebander) into the search engine.

Alternatively, you can search for the product of interest using the navigation tree by process/category.

• How can I look for a spare part?

If you want to search for a spare part, you can use the search bar at the top left of the e-shop by entering a keyword (EX. Solenoid valve) or, if you have one, directly the code of the item you wish to order (EX. 0000640049L). Alternatively, you can search for the product of interest using the navigation menu by type of material or using the spare parts catalogues. If you are a dealer you will find the "Spare parts catalogues" section in the main menu, if instead you are an end customer you can access it via the "My profile" > "My account" section. In this section you will see all the serial numbers in your possession and, by clicking on each of them, you will be able to view the respective spare parts catalogue.

• Where can I find my order history?

The history of all the orders placed by you through the e-ecommerce platform can be accessed by clicking on "My Profile", located at the top right, and then accessing the "Order History" section. In the "All orders" section, instead, you will be able to find all the orders placed (also by other users of your organization) both through the e-commerce platform and through the front-office.

• How can I check the status of my order?

To check the status of your order, access the "Order History" section from "My Profile", located at the top right. Each order is characterized by a "status" that tells you what stage the order is in at that moment. The order status is updated whenever there is an evolution in order management (EX. From confirmed to shipped). If you cannot find your order, contact eshopsupportit@scmgroup.com.

• I have not received the order confirmation, how can I recover it?

If you have not received confirmation from the e-commerce of the order just placed or the RAA, contact sparepartsau@scmgroup.com

• I have to return spare parts, how can I do it?

Returns can only be made with prior approval from our team. To submit your request, please contact sparepartsau@scmgroup.com

Shipping and Delivery

The delivery times of the machines depend on the state in which they are found at the time they are purchased. Each product sheet indicates the status of the machine:

- Available: the machine is lying in our warehouses, therefore it is an item available for immediate delivery, once ordered, the customer generally receives it within 15 working days

- Incoming: the machine is not stored in our warehouses, but is under production, this means that generally, once the customer books it on the site, it is received within 2 working months. If you need more info about delivery date you can contact us through the button “contact us” in the product page

Delivery times for spare parts depend on the state in which they are found at the time they are purchased. The status of the spare part is indicated in each product sheet.

• Available: the piece is lying in our warehouses, therefore it is an item available for immediate delivery, once ordered, item is usually dispached in 48H.

• Incoming: if the piece is not available, you can open a ticket to ask our team for information by clicking on the "contact us” button in the product sheet. Even in case of unavailability of the product it is possible to add the piece to the cart and proceed with the checkout. Once the order has been placed, it will be possible to view the estimated delivery times in the order confirmation.

Delivery at Place: the customer wants the goods to be delivered to the shipping address indicated during the check out phase, a cost is associated with this type of service provided by SCM through its selected shippers. Unloading equipment is not included, if ad hoc equipment is required, please access "My profile" in the "Tickets" section and fill in the appropriate form to request information.

See the following link to read more information about DAP: Delivered At Place - Incoterms Explained

For spare parts, the only delivery method foreseen is DAP: the goods will be delivered to the shipping address indicated during check-out. Generally, a cost is associated with this type of service, provided by SCM through its selected shippers.

See the following link to read more information about DAP: Delivered At Place - Incoterms Explained

During checkout you will be asked to choose between Partial or Total shipping. In the first case, the items will be shipped to you as soon as they are available and will therefore arrive deferred, in the second case, the items will be grouped and delivered to you in a single solution. In emergencies, the first option is recommended.

At any time it is possible to enter new shipping addresses in "My Profile", via the "Addresses" section, which can be selected during checkout.

If you wish to change the shipping address of an existing order, you must contact the e-commerce Customer Service by filling in the appropriate form by accessing "My Profile" via the "Tickets" section. In any case, changing the shipping address is only possible if the order status is not already in "Shipped".

• What should I do if the package I received is damaged?

Upon receipt of the package by the shipper, it is recommended to always check the condition of the package and if it is damaged, to report it immediately on the DDT (Transport Document) accompanying the goods (report on the DDT: "withdrawal with reserve"). In the case of spare parts, it is also advisable to contact spareparts@scmgroup.com in order to complete the procedure.

Payments and Billing

You can use your credit card Mastercard, Visa, American Express and all major credit and prepaid cards. Your card will be charged only when the order is shipped. When completing the order, the 3DS authentication procedure will be used and you will be redirected to your bank's web page. To complete the order, follow the required steps.

• Can I pay using a bank transfer?

Yes, you can select as method of payment bank transfer. It is expected that the payment of the goods, by bank transfer, will take place within 7 working days following the receipt of the order confirmation. Our bank details are contained in the order confirmation. For this period of time the goods will be held for you. Once payment has been received, we will arrange for shipment.

Contacts

If you need more information, you can access the "Tickets" section via "My profile" and fill in the appropriate form. Your request will be forwarded to the correct operator based on the type of request selected. When the operator answers you, you will receive a reply notification which you can check by accessing the "Tickets" area again.

In the event that you wish to receive further technical/commercial information relating to a product, it is suggested that you click on the "Contact US" present on each product sheet or alternatively access the Tickets section via "My profile" by selecting "request for offer" as the type of request. In both cases, your questions will be forwarded to the area sales representative or, if the request concerns spare parts, to the Spare Parts department, which will take charge of them and contact you again.