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SMARTMATE CHARGE FAQS

These FAQs will help you to find out more about SmartMate Charge accounts.

The FAQs are split into two sections:-

  • Section 1 – If you don’t yet have a SmartMate Charge Account and want to know more.
  • Section 2 – If you already have a SmartMate Charge Account and have a few more questions.

SECTION 1 - wanting to know more about SmartMate Charge Accounts

1. What is a Mitre 10 SmartMate Charge Account?

A SmartMate Charge Account is a credit account for trade customers.

SmartMate Charge Account holders can select a Mitre 10 store to be their Home store. Your Home store is where your account, pricing and relationship is based and the store you normally visit the most. You can pretty much do all the stuff you would normally do when dealing directly with a standard local store including account security, placing phone orders and access to Mitre 10 Trade Hub – the online pricing/ordering website. The difference is SmartMate Charge also lets you and your Authorised Purchasers visit other participating Mitre 10 stores and have your purchases invoiced by your Home store. Just select your products instore and present your SmartMate card and PIN to complete the sale.

2. How does a SmartMate Charge Account work?

SmartMate Charge Accounts are operated by using a SmartMate Charge Account card and PIN. Just like using your bank card – your SmartMate Charge Account card will be scanned at checkout and you will be asked to enter your PIN. This is to keep your account secure. The unique ID means you will know which of your Authorised Purchasers had purchased which products.

3. Who can open a SmartMate Charge Account?

All New Zealand registered businesses are eligible to open a SmartMate Charge account. You will need to provide your New Zealand Business Number (NZBN) to have a SmartMate account and normal credit criteria applies. If you currently hold an account with your Home store, and your information is up to date, you should not need to re-apply for an account. We do ask that you also provide a NZBN. The Home store will migrate your account over to SmartMate Charge. If you are brand new to Mitre 10 then you will need to complete a credit application and normal credit criteria applies.

4. What is a New Zealand Business Number (NZBN)?

Check out the New Zealand Business website for further details on https://www.nzbn.govt.nz/whats-an-nzbn/about/

In summary, “NZBN is a globally unique identifier, available to every Kiwi business. Whether you’re self employed or a major corporation, there’s an NZBN for you”. Some of the benefits of an NZBN are that it means you can have your account set up correctly with the right legal entity, if you need to provide information to other businesses you can also get just give them your NZBN. It also gives your clients certainty on who they are dealing with. You can apply on line and it’s free.“

5. What do I do if our business doesn’t have an NZBN Number?

If you don’t already have an NZBN you can apply for one through the government NZBN website https://www.nzbn.govt.nz/

6. How do I apply for a SmartMate Charge Account?

Apply online through the Mitre 10 Trade site www.mitre10.co.nz/trade - Click on the SmartMate Charge Account “Apply for a Charge Account” tab. Complete the details and your enquiry will be submitted to chosen Mitre 10 store (your Home store). Your Home store will make contact with you.

7. Once I have applied online for a SmartMate Charge account what is the next step?

Once your Home store receives your account application, this will be reviewed and processed. If we have any questions or need to check anything with you, they will be in touch. Once your application is approved, they will open your account, order your new SmartMate Charge Account card(s) and help get you set up.

8. How long does it take to receive my SmartMate Charge Account card and PIN?

It will take around 10 working days for your account to be opened and your SmartMate Charge Account card to be sent to you in the post.

9. What do I do if my card(s) don’t arrive?

If you do not receive your cards, you can contact your Home store, and they will track this down for you and be in touch as soon as they can.

10. What discounts and pricing will I get using my SmartMate Charge account?

The discounts and pricing will always be from your Home store. Account pricing is typically based on your business industry type and initially the estimated spend amount that you have indicated on your application form. Discounts and pricing can be reviewed by your Home store. When you purchase goods from another store the goods will be charged at your normal account rates loaded at your Home store.

If a product is on promotion at your Home store and all participating Mitre 10 Stores you will be invoiced the promotion price. If the promotion/clearance price is only at the participating store you are purchasing from, and not your Home store, you will be charged your normal account price.

If you see a product on promotion at a participating store you can sign into Trade Hub and check on the price that you will be charged. You can only see your account pricing from your Home store. Note that not all Mitre 10 stores stock the same product lines

11. How do I or my team purchase in-store?

Simply present your SmartMate Charge Account card at checkout at either your Home store or participating stores, your card will be scanned, you will need to enter your PIN to validate your account and you can then take the goods. The goods will be charged back to your home store account.

Note if you choose to, that you can pay cash for items via your account at your Home store but not at the other participating stores.

12. Can I request deliveries ?

You can place orders for delivery only from your Home store.

You can place orders with your Home store for deliveries while in-store, over the phone, email or via Trade Hub.

13. Can I purchase online if I have a SmartMate Charge Account?

As a SmartMate Charge Account holder you will automatically be given access to the Mitre 10 Trade Hub – our online pricing and ordering tool for trade and business customers. You will only be able to view pricing and place orders online at your Home store for collection and delivery from your Home store.

14. Can I order SmartMate Charge Account cards for employees to be able to use this account for business purposes?

Yes, you can order additional cards for Authorised Purchasers for your company or business, for business use. When you apply, provide us with their details and we will set them up with personalised cards and PINs.

SECTION 2 - more information for customers that have a SmartMate Charge Account

15. I have received my SmartMate Charge Account card and PIN but it doesn’t seem to be working – what do I need to do?

Contact your Home store with the details of the issue you have and they will look into this and get back to you as soon as possible to resolve.

16. Can I change the PIN for my card or for one of our Authorised Purchasers?

Yes, you can do this within Trade Hub – Staff settings.

17. I would like to add additional Authorised Purchasers to our company SmartMate Charge Account, how can I do this?

Contact your Home store and they will assist you. Once you have received the cards you can set up your Authorised Purchasers within Trade Hub. Each Authorised Purchaser must have their own personalised card, with their name printed on the back and their own unique PIN.

18. I need to set up my Trade Hub access so I can order online, but have not yet received the activation e-mail, what should I do?

The activation e-mail should have been automatically sent to you - as the first step, please check your spam folder to see if the e-mail has gone into your spam folder. If you cannot find the e-mail, please contact your Home store and they will generate another activation e-mail for you.

19. I usually use Internet Explorer but can’t seem to view Trade Hub correctly – how can I resolve this?

Please use Google Chrome when accessing the Trade Hub, this will resolve these issues for you, as the system is not compatible with Internet Explorer.

20. I would like to know more about how to make the most out of using Mitre 10 Trade Hub – how do I find out more?

You can either contact your Home store or you can Log into Trade Hub – go to the HELP section in the top right corner. You will find user guides and videos to help you. We do have two types of views in the Trade Hub “Trade” and “Business”. The “Trade” view is relevant to SmartMate Charge for builders and construction and the “Business” view to all other types of business – depending on your type of business, there may be some functions that are or aren’t applicable to you.

21. I would like to add additional team members to use Trade Hub account, so they can view pricing and place orders, how do I do this?

Log into Trade Hub – go to the help section in the top right corner, locate the SmartMate Charge Account Trade Hub user guide and this will have all the details you need to set up and maintain your team permissions for Trade Hub.

22. One of our Authorised Purchasers has either lost or had their SmartMate Charge Account card stolen, how can we cancel this?

Go into Trade Hub and you can choose to either change the PIN number or deactivate the card. You have 24/7 access to Trade Hub. You will need to contact your Home store to request a new card. This is one of the reasons why each Authorised Purchaser must have their own personalised card, with their name printed on the back and their own unique PIN. It protects your account.

If you have any further questions on a SmartMate Charge account, you can e-mail us on [email protected]