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Frequently Asked Questions

Below you will find a list of Frequently Asked Questions. If you cannot find what you are looking for please fill out the feedback form and someone will contact you. They are divided into categories:

****** QUESTIONS ******

Account Information Questions
  1. How do I change my username/password?
  2. I forgot my username/password.  How can I retrieve it?
  3. I have more than one charge account with Coburn's, how can I have access to all of these accounts?
  4. I do not see all my job accounts listed. Why?
  5. I currently have my invoice &/or statement options set to be E-Mailed but I am still not receiving them.  What should I do?
  6. I am typing my username/password correctly but it keeps going back to the login page.  What should I do?
  7. Where can I download my invoices & payments and what can I do with this file?
  8. On the Pay On Account page, why is total of invoices larger/smaller than total of statement balance?

Searching for Products Questions

  1. How do I search for products?
  2. Where can I see my price for a product?
  3. What if I need more of a product than the quantity available?
  4. What are Quickhits?
  5. What is the quantity showing next to each product?

Ordering / Order pad / Pricing Questions

  1. What is the Orderpad?
  2. Why isn't the quantity I want to order showing up correctly on my order pad? 
  3. What is the difference between the Template, Quote, and Draft Web Orders?
  4. If I place an order where does the order print at?
  5. How do Guest Customers place orders?
  6. Why am I not seeing taxes on my order?
  7. Why do I not see a UPS shipping option when I try to place my order?
  8. Is there anything I need to know if I am a Guest customer choosing Pick UP?
  9. Why is my credit/debit card showing 2 transaction?
  10. What areas do you deliver in?

Miscellaneous Questions

  1. How do I contact someone if I am having trouble on the web site?
  2. Where can I find contact information for a specific department or Coburn's location?
  3. What is the HVAC/R Education Courses?
  4. What is the Closeout Sales section?
  5. What program do I need to open the Help movies?
  6. I am viewing the web site using Internet Explorer 8 and some of the pages seem to have errors or look mis-aligned.  How do I fix this?

****** ANSWERS ******

Accounting Questions
1. How do I change my username/password?
 
  • Log into www.coburns.com.
  • Go to your Account Manager
  • Click on "Manager Your Web Users"
  • Click the pencil in the EDIT column next to your account.
  • Here you can change your login / password.
2. I forgot my username/password.  How can I retrieve it?
  Fill out the form at http://www.coburns.com/forgot.asp
If you still have problems please contact cobinfo@coburns.com and include your account #, Name, E-Mail address, and phone number and someone will contact you.
3. I have more than one charge account with Coburn's, how can I have access to all of these accounts?
 

The direct link to your list once you are logged in is at http://www.coburns.com/master_accounts.asp
4. I do not see all my job accounts listed. Why?
   If you have job accounts that are not listed please fill out the form at http://www.coburns.com/addaccount.asp and someone will set them up for you.

This form can also be used to remove closed/complete job accounts from on-line access.
5. I currently have my invoice and/or statement options set to be E-mailed but I am still not receiving them.  What should I do?
  Make sure the e-mails are not getting sent to your junk/spam folder.  One way to ensure that they go to your inbox is to add the e-mail address customercare@coburns.com to your contacts on your computer.
If you still have problems please contact cobinfo@coburns.com and include your account #, Name, E-Mail address, and phone number and someone will contact you.
6. I am typing my username/password correctly but it keeps going back to the login page.  What should I do?
  Usernames & Passwords are case sensitive.  If you continue having problems please go to http://www.coburns.com/forgot.asp
7. Where can I download my invoices & payments and what can I do with this file?
  Under My Account > Payment History, you can download your payment history as a .csv file.
Under My Account > Invoice Summary, you can download your invoice list or you can download individual invoices which include the products on that particular invoice. The .csv file can be opened in notepad or excel. If you are interested in importing the file into QuickBooks click here for more information.
8. On the Pay On Account page, why is total of invoices larger/small than total of statement balance?
  At the top of the Pay On Account page notice that there is the statement date and the statement balance.  This amount was the balance on the date the statement was printed.
Statements are printed on the 25th of the month.

The invoices you see on this page are all unpaid invoices so you may see some invoices that were charged to your account after the statement date.

You may also go to the My Account section and look at Payment History to see any payments you have made.  By clicking on these payments you will be able to see what invoices your payments were applied to.

If you continue to have questions regarding your invoices due or payment history please contact the credit department at 866-499-1689 or fill out the feedback form.
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Products / Searching Questions
1. How do I search for products?
  There are multiple ways to search for products on www.coburns.com.
Search Box - located in the right hand corner. Use this box to search using keyword(s), manufacturer's model number, Coburn's part #s, or Coburn's quickhits.
Browsing Catalog - User the buttons located on the left hand side to browse through the listing of products
Orderpad - When you are on the order pad there is a box that allows you to search by keywords, manufacturer's model number, Coburn's part #, or quickhit.
Need more help? Click here.
2. Where can I see my price for a product?
  In order to see your price (including the quantity available at your location) be sure to sign into the web site.  Once logged into www.coburns.com anywhere you see a product with a price (including quantity) that is YOUR price for the product, this includes the orderpad or the detail page of a product.
3. What if I need more of a product than the quantity available?
  You can still order the amount that you need.  Coburn's may either transfer that product from another one of the locations (if available) or it can be ordered for you.
4. What are Quickhits?
  Quickhits are letters and/or numbers that are used in the Coburn System as abbreviations (shortcuts) for diameters, lengths, etc.
5. What is the quantity showing next to each product?
  Logged In Customer
If you are signed in with your username/password and looking at the detail of a product you will see the quantity available at the branch you are signed is at.  To see what branch you are signed in at go to your Account Manager (top right corner tab) and look at the top.  You can change your branch by logging out and logging back in on the main page and choosing the branch in the drop down box.
On the orderpad you will see the quantity available at the location you are logged in at.  There is also a Total Available quantity which is the quantity available at all of the Coburn's locations.
Guest Customer
When a customer looks at products and does not log in with a username/password the quantity they see is the total quantity of that product at all of the Coburn's locations.
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Ordering / Order pad / Pricing Question
1. What is the Orderpad?
  The orderpad is the place on the web site that shows the list of products you are interested in purchasing or saving for a future purchase.  The orderpad contains information such at the customer's price, the quantity available, etc.
2. Why isn't the quantity I want to order showing up correctly on my order pad?
  On the orderpad if you change the quantity of the amount of product(s) you want to order be sure you click the UPDATE QUANTITY button in order for those changes to take effect.
3. What is the difference between the template, quote, and draft web order?
  Templates allow you to save products that you may want to order again.
Quotes allow you to save products for future purchases, order products, create an invoice for YOUR customer.
Draft Web Orders allows you to save the products in order to place an order later.
When you are on the orderpad and want to complete your order choose one or more of the buttons at the bottom of the page. Your choices are different depending on if you are in your quotes, templates, or draft web orders. Links to all of these are located in your Account Manager. To view what each of the button options are please click here.
4. If I place an order where does the order print at?
  Logged In Customer
As a customer that is signed into the web site with a username/password, if you go to the account manager and look near the top it will show you what location you are logged in as.  That is the branch that your order will print out at.  If you would like to change that location just signed out of the web site then log back in and be sure to choose the location under the password box.
Guest Customer
As a guest customer your order will print out at the location that contains the product(s) that you want to order.  If you have multiple products ordered and none of the Coburn's locations have that product then your order will print out at the location that contains at least one of the products you ordered and that location will then transfer the remaining products to ship it to the guest customer.
5. How do Guest Customers place orders?
  Guest can place orders but must pay with a credit or debit card.
As a guest customer your order will print out at the location that contains the product(s) that you want to order.  If you have multiple products ordered and none of the Coburn's locations have that product then your order will print out at the location that contains at least one of the products you ordered and that location will then transfer the remaining products to ship it to the guest customer.
6. Why am I not seeing taxes on my order?
  Taxes will NOT be shown on the web site for guest customers.  Taxes depend on which location we ship to/from and will not be determined until after your order has processed.  There may be an additional charges to your credit/debit card if we charge taxes.
If you are a customer with a login/password and do not see taxes please leave us a message to review your account in the FeedBack Form.

Credit/ Debit Card Transactions Note: There are some situations where your credit/debit card may have 2 transactions. We charge once for the total of the invoice and you may receive an additional transaction for taxes, shipping cost and/or additional items that you may have added after your online purchase was submitted. We guarantee that the total of the 2 transactions are the total of your invoice.
7. Why do I not see a UPS shipping option when I try to place my order?
  There are some items that do not show a shipping option but you may call 866-499-1689 or email us at cobinfo@coburns.com for further assistance. We will not ship or charge your card until you have verified with us the UPS option you are interested in.
8. Is there anything I need to know if I am a Guest customer choosing Pick UP?
  In the special instructions box please write the name of the location you are interested in picking up the product(s). Also note that the item(s) may not necessarily be available that day if some items need to be transferred from other locations. It is recommended that you contact that location with your Order # before going pick up.
9. Why is my credit/debit card showing 2 transaction?
   There are some situations where your credit/debit card may have 2 transactions. We charge once for the total of the invoice and you may receive an additional transaction for taxes, shipping cost and/or additional items that you may have added after your online purchase was submitted. We guarantee that the total of the 2 transactions are the total of your invoice.
10. What areas do you deliver in?
  We are only able to deliver in certain areas of TX, LA, MS, and TN. Click here for our locations list. You may contact any of these locations to find out if they can deliver in your area. If you are placing an order and not located in any of these states you must choose a UPS shipping options.
   
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Miscellaneous Questions
1. How do I contact someone if I am having trouble on the web site?
  * Fill out the Coburn's Feedback form and someone will contact you.  Don't forget to include your name, e-mail address, phone #, and any comments/questions you may have.
* If you need immediate assistance please call 866-499-1689 and someone can assist you during business hours.
* You may also contact someone at your local Coburn's location with any questions/comments you may have and they can contact someone in our web department, also.
2. Where can I find contact information for a specific department or Coburn's location?
  * Locations - click here for a listing of Coburn's locations.
* Contact Us - click here for contact information on different departments.
3. What is the HVAC/R Education Courses?
  The link is located near the bottom of the page in the footer. It contains a listing of the HVAC/R Education courses that can be purchased through Coburn's Supply. These courses must be paid with a credit or debit card at the time of check out. The HVAC Education page contains the course catalog and more information about the courses offered.
If you would like more information on these courses please fill out the Feedback form and include your contact information and someone will get in touch with you.
4. What is the Closeout Sales section?
  This link is located near the bottom in the footer. On this page you will notice that we have links to PDF files which list many different products that we are selling for pennies on the dollar. These are all tremendous buys. If you are interested in any of the products that you see on the PDF files please fill out the form HERE and someone will contact you.
5. What program do I need to open the movies in the Help section?
  You will need Adobe Flash.  It can be downloaded here.
6. I am viewing the web site using Internet Explorer 8 and some of the pages seem to have errors or look mis-aligned.  How do I fix this?
  If you are using Internet Explorer 8 and a page on www.coburns.com doesn't look correct then you may need to click the icon near the top that looks like a torn paper which is located near the top of your browser. (see image below)  Once clicked you will be running in Compatibility Mode which should correct the problem.
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Didn't find your answer?  Please send us Feedback with your question and we will be glad to help you.