How can we help you?

How can we help you?

Account FAQs

How can I reset my password?

Just click on ‘Forgotten your password’ on the log in page and we’ll email you a link to update your password. For your security, the link will expire after 60 minutes.

How do I change my password?

Once you’re logged in to your Woolworths at Work account. Go to ‘Change Password’.

How can I update my business details?

To update your organisation’s details, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How do I add Shoppers to my account?

If you registered online for a Woolworths at Work account, you can also add Shoppers online. To add more Shoppers, select ‘People’ from the Work Hub menu. On the ‘People’ page, select ‘Add a Shopper +’ button and enter the Shopper’s details.

Alternatively, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How do I add an Admin or Work Hub User to my account?

To add an Admin or Work Hub User, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How can I edit an Admin, Work Hub User or Shopper’s profile?

To edit an Admin, Work Hub User or Shopper profile, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How can I remove a Admin, Work Hub User or Shopper’s profile

To remove an Admin, Work Hub User or Shopper profile, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How do I set up a new ABN?

To set up a new ABN, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How do I set up a new trading account?

To set up a new trading account, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How do I set up a new cost centre

To set up a new cost centre, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

How can I add a new delivery address?

To add a new delivery address, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

Shoppers can also select a one-time delivery address when they shop with Woolworths at Work.

Can I order for multiple trading accounts and locations under one shopper ID?

Yes. One of the many convenient features of a Woolworths at Work account is that you can have multiple trading accounts and locations under a single shopper account. If you need these details updated, please contact your procurement or finance manager.

How do I update my personal details?

You can easily update phone numbers by logging in to your account and clicking on ‘Personal Details’. However, if you want to update your name or date of birth, please contact our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au

Payments FAQs

How can I apply for a line of credit?

To apply, select ‘Line of Credit’ from the Work Hub menu. Your application can take as little as 15 minutes. You’ll be asked for the financial details of your business, including:
– ABN
– Business details
– Director details
– ID
– Banking details

How can I check the status of my line of credit application?

The application process and credit checks will be managed through a tool called OpyPro by Open Pay. After applying for a line of credit you will receive an email from OpyPro outlining the next steps in the application process. To check the status of your application, select ‘Line of Credit’ from the Work Hub menu.

What is Opypro by Openpay?

Work Account is powered by Opypro from Openpay. Openpay facilitates the line of credit so you don’t have to use a credit card for purchases or submit expense claims.

Openpay consolidates all your organisation’s line of credit purchases in one place and every month, your finance team receives a consolidated invoice for payment.

If you have chosen to receive an individual invoice with purchase, these invoices can be downloaded from each transactions page in your Work Account.

Please note that you can only choose one type of invoicing for your organisation.

How can I request an in-store card for my business?

Pay in-store at your local Woolworths with an in-store card. To request an in-store card for your business, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au

What payment options do you offer?

Woolworths at Work accounts can be linked to a Work Account powered by Opypro, credit card, or both.

Can I use gift cards to shop at Woolworths at Work?

We’re sorry – gift cards can’t be used on the Woolworths at Work site at this time but we are looking into this for the future.

Can I link my in store trade account with my online account?

No, unfortunately in-store trade accounts and online accounts are completely separate at this time and cannot be linked.

Can I shop using a PO number?

Yes, if your business has enabled PO functionality, you can add your PO number at checkout.

Do I receive a Tax invoice? / How can I get a copy of my invoice?

If you have chosen consolidated invoicing, a consolidated invoice for your business is sent to your finance team at the end of every month. An itemised dispatch note is included with every Delivery or Pick up order. You can also download a copy of a dispatch note for previous orders from the ‘Past Orders’ (/shop/myaccount/myinvoices) section in ‘My Account’ after you’ve logged in.

If you have have chosen to receive an individual invoice with purchase, a dispatch note can be downloaded from each transactions page in your Work Account.

Please note that your finance team can only choose one type of invoicing for your business.

How do I request a consolidated invoice across my Work Account?

If you have chosen consolidated invoicing, your accounts payable manager or finance team should automatically receive a consolidated monthly invoice for your Work Account from Opypro.

How do I dispute a transaction?

For line of credit transactions, you’ll need to reach out to your finance team and give them the order number and the dispute details. There’s a dispute button in Opypro your Accounts Payable team can use and our Financial Shared Services team will investigate and resolve the situation for you.

For credit card transactions, please reach out to our Business Support Hub on 1300 390 971 or atwork@woolworths.com.au

How do I link my account to my business’ Work Account?

Once you sign up to a Woolworths at Work account, it should automatically link to your business’ Work Account.

If your accounts aren’t linked, please contact our Business Support Hub on 1300 390 971 or atwork@woolworths.com.au

How do I pay my Work Account?

Your Finance Manager is in charge of paying your business’ Work Account based on the agreed terms.

Once logged into the Opypro platform, the consolidated invoice can be paid via bank transfer.

Is there a limit to my Work Account?

Yes, there is a limit which is determined by your business’ credit application and credit check process.

How do refunds work with my Work Account?

If you are due a refund, it will be credited back to your Work Account within 7 business days. It will also appear on the consolidated invoice that your finance team receives every month.

How long until I see the refund amount back into the Work Account?

The refund will be credited back to your business’ Work Account within 7 business days. Your finance manager will have access to view this on the Opypro platform.

Reporting FAQs

How can I see transactional level data for my business?

You can access your line of credit and in-store transactions and billing information in one place. Log in to Opypro by Openpay here.

What self-service reporting is available for my business?

Access all your line of credit and in-store transactions and detailed insights into each individual Shopper, cost centre, location, ABN and GL code via Opypro.

What reporting is available on Work Hub?

The Work Hub report provides top line insights around online organisational spend. It is based on orders fulfilled for the current month to date and the last 6 months, and rounded to the nearest dollar.

How do I access the Work Hub report?

To access, select ‘Reports’ from the Work Hub menu.

If you do not have access to the Work Hub reports page, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au

How is the average order value on the Work Hub Reports page calculated?

Average order value (AOV) is calculated by the total spend divided by the total orders from the past 4 full calendar weeks (Monday – Sunday).

How is total orders on the Work Hub Reports page calculated?

Total orders refers to the total orders fulfilled for your organisation since the beginning of the calendar month.

Product FAQs

How can I edit the product categories Shoppers can purchase from?

To request to remove product categories that aren’t in line with your policies and preferences, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

What happens if a product I ordered is not quite what I wanted?

Call our Business Support Hub on 1300 390 971 from Monday to Friday. Alternatively, you can also email atwork@woolworths.com.au and we’ll get back to you soon as we can.

What should I do if I’ve received a damaged product in my order?

We will of course refund any product that doesn’t live up to expectations. Just call our Business Support Hub on 1300 390 971 and have your order number and product details to hand. You’ll be refunded within 7 days into your business’ Work Account or credit card.

Why can’t I find products on the Woolworths at Work website?

The Woolworths at Work site offers a tailored range of products for businesses and is separate to our Woolworths website. Your procurement manager also may have elected a certain range to be available for purchase by your business. Lastly, the range may vary according to your delivery address or Pick up store.

Ordering FAQs

What tools are available to help me manage spend?

We offer smart features and tools to help you manage your spend including a line of credit through Work Account by Woolworths Group (subject to credit approval).

How do I cancel my order?

To cancel your order, log in to your Woolworths at Work account and visit the ‘My Orders’ section in ‘My Account’. Your open orders will be displayed along with the option to cancel your order. The pre-authorised payment within your Work Account will be resolved within 7 business days. You can cancel your order any time up until the night before your delivery or Pick up (5.30pm for a morning order, or 10.30pm for an afternoon or evening order). For more information, please see our Terms and Conditions.

Are there fees for order cancellation?

Yes, there may be a cancellation fee if you cancel after 5.30pm the day before a morning order or after 10.30 pm the day before an afternoon or evening order. The fee is up to $25 and there may also be a charge for any perishable items in the cancelled order. For more information, please see our Terms and Conditions.

Is there a maximum number of orders I can make?

No. You can place more than one order a day but for your protection, we monitor the number of orders placed per account. In line with our Terms and Conditions we may cancel an order if we suspect it isn’t genuine.

Can I share my list with another shopper?

No, we’re sorry but list sharing isn’t possible on the Woolworths at Work platform at the moment. We’re currently working on it and hope to be able to offer this service in the future.

Where can I see all products that have been ordered before?

To see all the items you have previously ordered, just log in to your Woolworths at Work account, go to ‘My Lists’ and select ‘All Products’.

When is the substitute option offered to the customer? When is the customer notified?

Substitution is a feature that we turn on for emergencies where there is a fluctuation in our stock levels. We do this to ensure that you get the supplies that you need.

Once your order is picked, we substitute any out of stock items you’ve ordered with a similar item. You’ll be notified via email with any substitutions and it will also be updated with your order invoice.

If a substituted product costs less than the item you originally ordered, the pre-authorised charge will be updated in your business’ Work Account or credit card. This will also be reflected in the consolidated invoice that your finance manager receives at the end of the month.

Please get in touch with us on 1300 390 971 if you have any questions or feedback.

Why were some products were available for ordering, but were out-of-stock on the Delivery/Pick up day?

The products you order are picked and packed through our store network and to make sure your order is as fresh as possible, we only put it together a few hours before you receive it. Unfortunately, that means that some items that were available when you placed your order might not be available by the time we’re picking them.

Are there any limits on number of products I can order?

Yes, there are some restrictions in place because we try to guarantee best availability to all our customers. In general, you can order up to 36 of any individual items or up to 3 of the same bundle. If you need more than 36 of any one item, just get in touch with our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au to place a bulk order.

General Support FAQs

How do I get more support?

If you don’t find the answer you’re looking for, please call our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au.

For decision makers, we help with invoicing, Opypro, and Work Hub queries. We also support any business account updates like adding shoppers, admins, trading accounts, and businesses.

For shoppers, we help with account updates, delivery, bulk ordering, payments, and website queries.

Can I resell Woolworths branded products (Woolworths Essentials, Woolworths Gold, Macro)?

No, we’re sorry but the resale of Woolworths branded products is not permitted.

Are Woolworths at Work customers eligible for a Woolworths Rewards Card?

No, the Woolworths Everyday Rewards program is for personal shoppers only and not currently available for Woolworths at Work customers.

Who picks my order?

We have personal shoppers who hand pick every Woolworths at Work order as if they were shopping for themselves. Every product is picked with care, so you know you’re in good hands.

What is the difference between woolworths.com.au and woolworthsatwork.com.au

Woolworths.com.au is for personal shopping with one delivery location.
Woolwothsatwork.com.au is a platform for businesses with multiple Shoppers and delivery locations.

Quality & Safety FAQs

How can I temperature test/probe items delivered to my location in order to comply with government regulations?

If your business requires that you temperature test goods on delivery, please make a note of this in the delivery instructions at the check out stage of placing your order. Please also make sure that the member of staff responsible for carrying out the temperature testing is available during the allotted time slot. For health and safety reasons, our drivers are instructed not to allow anybody to enter the truck under any circumstances at any time, so goods will be placed at the door of the truck. Your staff member will be able reach in and check the temperature in a single bag by placing the probe between the items in the bag.

Is Woolworths certified as an approved supplier?

Yes, Woolworths Supermarkets operate a HACCP-based Food Safety Program which is audited internally and inspected by local Councils and auditors from Safe Food Production Qld and the NSW Food Authority.

All suppliers of goods and produce to Woolworths at Work have been certified independently to make sure they meet the Woolworths Quality Assurance Standards.

How can I get the food licence certificate number for Woolworths?

In NSW the Food Authority Food Notify number for Woolworths Supermarkets is 1776 and it’s consistent across the state, but numbers can differ in other states. If you need a food licence certificate to comply with your business’ regulations, the Business Support Hub can provide that for you. Just call them on 1300 390 971 or email atwork@woolworths.com.au

What is Fresh or Free Guarantee?

The Woolworths Fresh or Free Guarantee is our commitment to delivering the freshest food to you every time. If you aren’t completely satisfied with a product, just contact the Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au and we’ll refund it to your Work Account or credit card within 7 business days.

How does Woolworths at Work ensure its products are safe?

Safety is our priority so we work very closely with our suppliers to have a rigorous product approval process. We also make sure to keep you informed of product issues, withdrawals and recalls. For more information, please refer to our Product Safety or Product Recall pages.

What do I do with a product that is on recall?

To receive a refund for the recalled product, simply call our Business Support Hub on 1300 390 971. In the meantime, please do not continue to use or consume the recalled product.

Delivery & Pick Up FAQs

What is considered as a bulk order?

A bulk order is any order containing items required in quantities that exceed website limits, including multiple orders placed over a 7 day period. To place a bulk order, please contact our Business Support Hub on 1300 390 971 or by email at atwork@woolworths.com.au.

How do I get notified if the delivery driver will be late?

We will contact you by phone or text if your delivery will be outside the delivery window you selected.

Does the person who placed the order have to sign for the order or can I nominate someone else?

For your first order, you must be present to accept the order. For subsequent orders, anyone in your office can sign for the order.

You can even choose to have your order left without signing. Just select the “Leave unattended” box at checkout when you place your order. However, if your order contains restricted items such as alcohol, someone over 18 years of age must be there to accept the order, and may be asked for ID.

What do I do if I have an item missing from my order?

If an item marked as ‘supplied’ on your invoice is not in your order, please contact our Business Support Hub on 1300 390 971 or email atwork@woolworths.com.au and they’ll help you. Please note that if items were substituted for the missing item, they will be indicated in your tax invoice.

How do I track my order?

To track your Delivery or Pick up order, just log in to your Woolworths at Work account and click on Track My Order. Select your order number to see its progress. For Delivery orders, you’ll also be able to know within the nearest hour when your order will arrive. For Delivery Now, we’ll also send you an SMS when your driver is on his way.

What happens to frozen or chilled items in my order if I choose “Leave unattended”?

Your order is delivered in non-insulated shopping bags, so any frozen or chilled items left for long periods of time may spoil (just like when you leave them in a hot car). However you can leave an additional note for your driver for a preferred (safe spot) to leave your groceries, or you can also leave an esky or cooler bag for us to leave your chilled and frozen items in.

What to do if I missed my delivery?

If you haven’t selected “Leave unattended”, and you aren’t there when we arrive, we’ll try and get in touch to see if we can leave your order in a safe spot. If not, your order will be returned to store and a re-delivery fee of $25 may apply, as well as the cost of any perishables in your order.

Why does my online delivery ETA keep changing?

We try our best to deliver within the delivery window you have selected but sometimes the ETA changes due to the real-time updates provided by our Woolworths at Work delivery drivers. That could include unforeseen traffic problems or other unexpected occurrences. However, we will always keep you updated.

What is Delivery Now?

Delivery Now is the fastest and most convenient way to get your order delivered in under 2 hours. You can order up to 40 items from our website range. Delivery is a flat fee and your estimated delivery time is shown at checkout. You can also track your order with our live map.

What is Pick up?

With Pick up, you can place your order online then pick it up from a store at a collection window that suits you.

Just log in to your Woolworths at Work account and add products to your shopping cart (minimum of $30 value). Choose Pick up as your fulfilment method, select a store from the list and a convenient time to pick up your order. Follow the checkout process and complete your order.

How do I place a Pick up order?

Just log in to your Woolworths at Work account and add products to your shopping cart (minimum of $30 value). Choose Pick up as your fulfilment method, select a store from the list and a convenient time to pick up your order. Follow the checkout process and complete your order.

Hands-on dedicated help for businesses big or small

Business Support Hub

Available Monday to Friday, 7am to 7pm (AEST). To support shoppers with account updates, delivery, bulk ordering, payments, and website queries.

For decision makers, get help with invoicing, Opypro, and Work Hub queries. They can also support any business account updates like adding shoppers, admins, trading accounts, and businesses.

Call 1300 390 971
atwork@woolworths.com.au

Account Management

Helping to streamline the operational side of business shopping. Supporting your team with escalations, business strategic priorities, procurement management and reporting.

Contact your Woolworths at Work Account Manager

Financial Shared Services

Assisting your finance and account payable team with invoicing, payment and reconciliation.

Call: 03 6245 6600

ar@woolworths.com.au