Q: Are Internet orders processed 24 hours a day, 7 days a week?
A: No. Internet orders are processed during normal business hours even though they may be entered at any time.  

Q: What is a bill-to?
A: This is the mailing address for the invoices. A registered user can have one or more bill-to addresses assigned to his profile.  

Q: What is a ship-to?
A: This is the physical address to which goods are delivered. The ship-to address cannot be a PO Box number. A Bill-to can have one or more Ship-to addresses.  

Q: When is the order status information accessible?
A: The Order status information can be accessed at any time after placing the order.  

Q: What is the difference between the customized product list and the country specific product list?
A: The country product list shows, by product area and trade name, all the products that are sold in a given country/region. The customized product list is unique to the company of the registered user. It lists all products purchased in the last 12 months and is based on each billing location.  

Q: How do I cancel and get out of the ordering process once I have added products to the basket?
A: If you decide not to proceed with an order, then clear the products from the basket by clicking on the 'Remove' button (an 'x' in a circle). To return to the Ciba portal click on the Ciba website icon at the top right of the page.  

Q: What do I do in case of a time out while in the process of ordering?
A: For security reasons the system will log you off after 20 minutes of inactivity. When this has happened, log on to the system once again and select the order entry option. If product selections had been made you will see an open basket. The basket does not clear out when you leave an order, so all products you had assigned to this order will be in the basket. You may continue adding products to the open order or finalize the order.  

Q: How do I place sample or repack orders?
A: At this time the order entry facility of Mybusiness@cibasc only accepts orders for full package quantities. Orders for less than full package weight or sample orders must be placed via phone or fax with the specific customer service department of Ciba.  

Q: Why should I use the product list filter when ordering?
A: We recommend using this filter since the complete list of products that you purchase from all Segments of Ciba could be quite long. By limiting the search with a filter, you cut down the product list to a more manageable length.  

Q: How do I change or delete an order once it has been sent?
A: At this time, once an internet order has been placed it cannot be changed or deleted. If you have an issue with an order or need to make a change, then please call your Customer Service Department.  

Q: In which languages can I access the MSDS?
A: Currently our MSDS are translated into 20 languages. If a country specific MSDS is not available, then a generic version in English is offered. The user has to agree to access this generic version by clicking on 'Agree' at the bottom of the page.  

Q: If I call or fax in a change, will I see the change in order status?
A: Yes. Any changes made to an order in our system are reflected in order status of mybusiness@cibasc.  

Q: What does the status Received mean in order status?
A: This status indicates that your order has been submitted to our local Ciba system for processing.  

Q: What does the status Confirmed mean in order status?
A: This status indicates that material has been allocated to your order for processing. The delivery date shown is your requested delivery date. If there are issues with date of delivery you will be contacted by our Customer Service Department.  

Q: Is the invoice number shown in the order status information?
A: No. At this time the order status information does not include the invoice number. Should you require this information, you must call our Customer Service Department for assistance.  

Q: Is carrier information shown in the order status information?
A: No. At this time the order status information does not include information on the carrier. Should you require this information, you must call our Customer Service Department for assistance.  

Q: Can I change my password?
A: Yes. Just click on 'Change your password' while logged on to our portal. Make the desired changes and complete the action by clicking on the Submit button.  

Q: What if I forget my password?
A: Just click on 'I lost my password' on our portal. You will be asked for the answer to the secure question that you entered during the registration process. Enter the correct answer and an e-mail containing your password will be sent to you.