Getting help

How do I get help as a supplier?

Two ways, both free. Email supplier support at suppliersupport@ditchcarbon.com, using the same address for a request, a profile, a figure or anything in this section. Or join a live Supplier Session; the Drop-in has no slides and takes any question. Neither requires your customer to use DitchCarbon, and neither is a sales conversation.

What should I include in a message?

Five things get a question answered first time.

1. Your company name and country.
2. Which customer sent the request, if one did, and roughly when.
3. What you are trying to do: claim a profile, correct a figure, answer a questionnaire, understand the score, produce a first footprint.
4. What you have already tried, or the error or message you saw.
5. A screenshot, if the question is about something on screen.

A message with those five is usually answered in one reply. A message that says "the profile is wrong" is answered with five questions.

Your customer will accept: a note that you have raised a question with supplier support and the date you expect an answer. Customers would rather you asked than guessed.

What can supplier support help with?

• Claiming a profile that will not verify, or finding a company that does not appear.
• Correcting company details: name, country, industry, parent company.
• Understanding where a figure on your profile came from and how to replace it.
• Uploading a document that did not extract cleanly.
• Reading the score criteria and the recommendations.
• A questionnaire that needs a person to confirm answers.
• Sharing settings: what is visible to whom.
• Pointing you to the right guide or session for a first footprint, a target or a plan.

What is supplier support not?

Not a consultancy and not a help desk for your customer's programme. We can explain how a figure was calculated and what would improve it; we cannot calculate your footprint for you, write your target, or tell you what a specific customer will decide. For the first two, the guides and free tools in this section are the route, and a consultant is the paid one; for the third, ask the customer, and the Respond stage covers how. For free help near you and in your own language, the Free help by country page lists public calculators, energy advice and grant schemes country by country, run by governments, public banks and industry bodies.

What about my customer's own supplier programme?

Some customers run their own supplier support: training, funded audits, a named contact. If yours does, use it alongside this section. If you are not sure, ask in your next reply to the request; it is a question customers like to be asked.

Live sessions

The Supplier Sessions run live on Tuesdays at 14:00 UK, working through the topics in stage order, and each session page shows its next date. Every session is recorded and the recordings sit on the webinars page with a transcript, so you can watch at any time and in any time zone.

Do this week: if you are stuck on anything in this section, send the five-item message. If you are not stuck, bookmark the webinars page for when you are.

What should I do next?

Back to the hub page for the five stages, or straight to the guide for the step you are on. If what you need is local help in your own language, start with the Free help by country page.