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FAQ

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Recommended web browsers? / The e-shop looks strange or is not working correctly, what should I do?

Please make sure that you are using the latest version of your web browser. We recommend to use Chrome (version 51) or Firefox (version 45 or 46). If you use Internet Explorer, please use version IE10 or newer. 

If the problem persists, please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

Please make sure that you are using the latest version of your web browser. We recommend to use Chrome (version 51) or Firefox (version 45 or 46). If you use Internet Explorer, please use version IE10 or newer. 

If the problem persists, please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

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How do I receive my username for the e-shop?

Order your login information for Metro's new webstore here

Order your login information for Metro's new webstore here

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How do I change my username?

Please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

Please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

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How do I change my password? Do I have to change my password?

We recommend changing your password. From the right-hand side of the header, select “My Account” and then “Profile”. From there, you will find the link to change your password.
We recommend changing your password. From the right-hand side of the header, select “My Account” and then “Profile”. From there, you will find the link to change your password.
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My password has been locked, what should I do?

The password is locked after 10 failed login attempts. If this happens, please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at
0200 50 200.

The password is locked after 10 failed login attempts. If this happens, please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at
0200 50 200.

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What should the password be like?

The minimum password length is six characters. The characters can be any characters you like, lowercase or uppercase letters, numbers, etc.
The minimum password length is six characters. The characters can be any characters you like, lowercase or uppercase letters, numbers, etc.
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Can I use the same username to order to several different locations?

Yes. Select the correct location from the drop-down menu found in the top-right-hand side of the header.
Yes. Select the correct location from the drop-down menu found in the top-right-hand side of the header.
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My profile contains incorrect information, what should I do?

Please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

Please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

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My product selection is displayed incorrectly, what should I do?

Please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

Please contact our customer service at asiakaspalvelu.metro@wihuri.fi or call us at 0200 50 200.

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What is the fastest way to find the cheapest product using the product search?

The “Order results” function is located in the top-right-hand side of the product search results. You can use it to sort the search results in the desired
order, e.g. according to the price of the product (from lowest to highest).

The “Order results” function is located in the top-right-hand side of the product search results. You can use it to sort the search results in the desired
order, e.g. according to the price of the product (from lowest to highest).

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How do I compare products?

You can compare products by using the compare button found in the product details (the overlapping arrows on the product line and on the product
cards). You can compare three products at a time. The comparison shows you the cheapest price and the product details.

You can compare products by using the compare button found in the product details (the overlapping arrows on the product line and on the product
cards). You can compare three products at a time. The comparison shows you the cheapest price and the product details.

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How do I add collection or delivery details for my order for the Cash-and-Carry?

Cash-and-Carry customers can choose to add additional collection or delivery instructions for their order. Line-specific collection instructions (e.g. “23 pieces of bananas”) can be found in the shopping cart under each product line, under “Delivery notes”. For the entire order, the collection instructions (e.g. “to be collected on trolleys”) and delivery instructions (e.g. “We are renovating our kitchen, delivery through the front door”) can be found in the shopping cart under the order's delivery details, under “All order details”.
Cash-and-Carry customers can choose to add additional collection or delivery instructions for their order. Line-specific collection instructions (e.g. “23 pieces of bananas”) can be found in the shopping cart under each product line, under “Delivery notes”. For the entire order, the collection instructions (e.g. “to be collected on trolleys”) and delivery instructions (e.g. “We are renovating our kitchen, delivery through the front door”) can be found in the shopping cart under the order's delivery details, under “All order details”.
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I was disconnected in the middle of my order, what will happen to my shopping cart and my order?

Open shopping carts will be saved and stored unchanged in the e-shop for a week, even if you are disconnected. You can confirm your open shopping cart
as an order during this week-long period. If you want to store your shopping cart for a longer time than this, please save it as an order template by clicking the “Create template” button found in the bottom side of the shopping cart.

Open shopping carts will be saved and stored unchanged in the e-shop for a week, even if you are disconnected. You can confirm your open shopping cart
as an order during this week-long period. If you want to store your shopping cart for a longer time than this, please save it as an order template by clicking the “Create template” button found in the bottom side of the shopping cart.

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Where can I reprint my invoices, receipts and accompanying letters?

You can find your invoices, receipts and accompanying letters in the order history, under each order. You can find your order history from the right-hand
side of the header, under “My account”.

You can find your invoices, receipts and accompanying letters in the order history, under each order. You can find your order history from the right-hand
side of the header, under “My account”.

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How do I create my own order template and save it?

You can create new order templates in two ways. You can save the contents of your shopping cart as an order template by clicking the “Create template” button found in the bottom. If you already have order templates, click “Order templates” in the header and then “New template”. After this, you can use the product search to find the product you want and transfer it to the order template by clicking the plus button or by entering a quantity. You can also edit the order template (e.g. name it). Once you have made the necessary changes, click the “Done editing” button. You can also add products to an existing order template by clicking "Add to template"  found in the product details or you can create a new order template.

You can create new order templates in two ways. You can save the contents of your shopping cart as an order template by clicking the “Create template” button found in the bottom. If you already have order templates, click “Order templates” in the header and then “New template”. After this, you can use the product search to find the product you want and transfer it to the order template by clicking the plus button or by entering a quantity. You can also edit the order template (e.g. name it). Once you have made the necessary changes, click the “Done editing” button. You can also add products to an existing order template by clicking "Add to template"  found in the product details or you can create a new order template.

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How do I add products to an existing order template?

Select “Order templates” from the header and click the order template you want to add a product to. Then, click “Edit template”. Now, you can use the product search to find the product you want and transfer it to the order template by clicking the plus button or by entering a quantity. Once you have finished adding products, click the “Done editing” button. You can also add products to an existing order template by clicking "Add to template" found in the product details.

Select “Order templates” from the header and click the order template you want to add a product to. Then, click “Edit template”. Now, you can use the product search to find the product you want and transfer it to the order template by clicking the plus button or by entering a quantity. Once you have finished adding products, click the “Done editing” button. You can also add products to an existing order template by clicking "Add to template" found in the product details.

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What does a shared template mean?

If there are several usernames for a single customer number, all of the users can see and use the order templates that have been marked as shared. Only the creator can edit the template.
If the order template is not shared, it is only visible to the person who has created it.

If there are several usernames for a single customer number, all of the users can see and use the order templates that have been marked as shared. Only the creator can edit the template.
If the order template is not shared, it is only visible to the person who has created it.

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Why does my order template include products with different quantities?

An order template is created via shopping cart or via header's Order templates / New template or via product details. Products are transferred to the order template with the same quantities as in the shopping cart or on the product row. See also question “How do I create my own order template and save it?”.
An order template is created via shopping cart or via header's Order templates / New template or via product details. Products are transferred to the order template with the same quantities as in the shopping cart or on the product row. See also question “How do I create my own order template and save it?”.
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Where do I find my order history?

You can find your previous orders under the header section “My Account”, under “Order History”. There, you can find your orders for the last 6 months.
You can find your previous orders under the header section “My Account”, under “Order History”. There, you can find your orders for the last 6 months.
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Can I save my order history in a spreadsheet format for the purpose of an inventory?

After logging in, you can select the section “My most bought products” from the header. You can find the Excel button there, on the bottom-left-hand side.
After logging in, you can select the section “My most bought products” from the header. You can find the Excel button there, on the bottom-left-hand side.
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How do I add products to the shopping cart?

You can change the product quantity with the plus and minus buttons or by entering the desired quantity in the quantity field and pressing Enter.
You can change the product quantity with the plus and minus buttons or by entering the desired quantity in the quantity field and pressing Enter.
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Why is the product quantity added to the shopping cart larger than the desired quantity?

If you are a Cash-and-Carry customer and the product is a shelf product, you can purchase the product by the piece. An exception to this are some sweets,
single-packed ice creams and cigarettes, which we do not sell individually. If the product is an order product, it is sold in full sales batches, in which case the quantity is rounded to the nearest sales batch size.

If you are a Cash-and-Carry customer and the product is a shelf product, you can purchase the product by the piece. An exception to this are some sweets,
single-packed ice creams and cigarettes, which we do not sell individually. If the product is an order product, it is sold in full sales batches, in which case the quantity is rounded to the nearest sales batch size.

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How do I order products displayed in yellow?

If the product's availability is displayed in yellow, it means that the product is not available for the selected delivery date. You can check the product availability from the product card and change the delivery date accordingly.
If the product's availability is displayed in yellow, it means that the product is not available for the selected delivery date. You can check the product availability from the product card and change the delivery date accordingly.
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How do I order products displayed in red?

If the product’s availability is displayed in red, it means that the product is not available because of e.g. supplier difficulties.
If the product’s availability is displayed in red, it means that the product is not available because of e.g. supplier difficulties.
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Where do the product highlights on the front page come from?

Product highlights on the front page (seasonal products, special offers and new products) are chosen by our product management professionals as products
that are well suited for the current period of time.

Product highlights on the front page (seasonal products, special offers and new products) are chosen by our product management professionals as products
that are well suited for the current period of time.

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Where do the product information and images come from?

Product information is transferred to our e-shop from centralized product data bank Synkka, from the data bank of our supply and logistics partner Tuko
Logistics Cooperative or from our SAP ERP. Supplier is responsible for delivering correct product data for the use of these systems, from where the data is imported to our e-shop.

E-shop’s product images come from Metro’s own image bank. Suppliers are responsible for the maintenance of their product images in the image bank. Metro’s marketing department is responsible for the images of e.g. Metro-products.

Product information is transferred to our e-shop from centralized product data bank Synkka, from the data bank of our supply and logistics partner Tuko
Logistics Cooperative or from our SAP ERP. Supplier is responsible for delivering correct product data for the use of these systems, from where the data is imported to our e-shop.

E-shop’s product images come from Metro’s own image bank. Suppliers are responsible for the maintenance of their product images in the image bank. Metro’s marketing department is responsible for the images of e.g. Metro-products.

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What is the easiest way to search for an item with variable weight? Can I use T-code in product search?

For items with variable weight, we use codes starting with 20(...) or 23(...). Easiest way to search for these products is to use digits that remain always the same,
i.e. digits 3 to 8 of the code (2091192700005).
Searching with the underlined part of the code will find the correct product in webshop.

You can search products that are stored at Tuko Logistics by using T-code. T-code needs to be 7-digits long so please add zeros before the code to achieve this.  

For items with variable weight, we use codes starting with 20(...) or 23(...). Easiest way to search for these products is to use digits that remain always the same,
i.e. digits 3 to 8 of the code (2091192700005).
Searching with the underlined part of the code will find the correct product in webshop.

You can search products that are stored at Tuko Logistics by using T-code. T-code needs to be 7-digits long so please add zeros before the code to achieve this.  

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