As part of Pearson’s commitment to provide you with the best possible service, we have made a number of updates to our internal systems and processes as well as launching a new e-commerce website.
Due to the internal system upgrade, you'll notice the following changes:
1. New trading account numbers
If you currently have a trading account with Pearson, you have now been assigned a new trading account number. If you are unable to locate your new account number, please contact customer service.
2. Sales Order Acknowledgement notifications
You will receive a Sales Order Acknowledgement (SOA) document every time an order is placed or updated (excluding website orders). This will be sent by email only and will confirm each product within your order, including any items on backorder.
3. Sales Invoice no longer included with product
Sales Invoices will be emailed once the order is dispatched. In place of the sales invoice in the box, you’ll find a priced packing slip. This packing slip lists all confirmed items in your delivery, and will provide you with additional information, including both the ship-to and bill-to addresses, ship date, freight type and purchase order number.
4. New document format and design
The documents you receive from Pearson (such as the sales invoice and monthly statement) have an updated format and design.
Download the guide to our new documents
5. Returns process
Please continue to contact Pearson customer service if you want to return a product. If eligible, Pearson will provide a Return Material Authorisation (RMA) document. This document will be valid for 60 days and will need to be included with the product being returned.
6. New Returns policy
Goods are returnable within 12 months of purchase, except for:
The new trading account number is a result of our system upgrade. Your new trading account number has been sent to you. You will also be able to find your new trading account number on the documents you receive from Pearson. If you are unable to locate your trading account number, please contact Customer Service.
No. You will need to update your records and activities with the new trading account number.
In most cases, your sales invoice will be sent to the same email address that is currently used for your monthly statement. If you’d like to add an additional email address to your account, please inform our Customer Service team.
No, the SAN will not be changing as part of the system upgrade.
No, this is simply an email confirmation that your order has been received.
You are welcome to download the guide to our new documents.
Yes, payment terms will remain the same.
Yes, these will be honoured against the new account number.
Yes, there is no change to return limits.
In coordination with the business systems upgrade, we have updated our eCommerce website.
The new website has a simplified storefront and checkout design.
A key change introduced is that Trade customers will only be able to purchase using credit card payment. To purchase on account, Trade customers need to contact Customer Service.
Important note – New Zealand customers will need to re-register for an eCommerce account. We encourage you to use the same email address, otherwise you will not be able to access previously purchased instant access codes.
The Wishlist section has now been retired and does not feature on the new website.
Past order history is not accessible on the new website. If you need to get copies of your invoices or information about your order history, please contact our Customer Service team.
Your username and password for pearson.com.au can continue to be used on the new website.
For customers who accessed the pearsoned.co.nz website, need to re-register for an eCommerce account. We encourage you to use the same email address, otherwise you will not be able to access previously purchased instant access codes.
You can continue to login and purchase, using a credit card at list price. We will not be able to apply your discount automatically to online purchases. Bookseller pricing and availability is no longer visible on our website.
You can continue to login and to purchase using a credit card at list price. You are unable to have an invoice sent to your establishment/institution or school for payment: if you would like to order with a purchase order, please send your PO to our Customer Service team for processing.
When you order any VitalSource products, you will receive 1 email: an order confirmation email that includes your access code as well as instructions for activating the code. Our Customer Service team will be happy to assist you in getting your VitalSource products set up if you need any help.
Help and Support
If you have any further questions, please contact: