As part of Pearson’s commitment to provide you with the best possible service, we are making a number of updates to our internal systems and processes as well as launching a new e-commerce website. We are determined to make these updates as smoothly as possible, and to help you through this transition by providing the information below.
Order Placement and Fulfilment
Orders submitted via our website between Tuesday 28 September through to Sunday 3 October will not be processed until Monday 4 October.
Orders submitted via our Customer Care team from Wednesday 22 September through to Sunday 3 October will not be processed until Monday 4 October.
We are anticipating a temporary shipment delay for physical products from late September through to mid-October.
We apologise in advance for any inconvenience this may cause.
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 will be assigned a new trading account number. This number will be provided to you once the system upgrade is complete. For now, please continue using your current trading account number.
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 instead 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) will 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
A new returns policy will be introduced with the system upgrade. Goods are returnable within 12 months of purchase, except for:
The new trading account number is a result of our system upgrade and will be available once the upgrade is complete. Your new trading account number will be sent to you once the system upgrade is completed. You will also be able to find your new trading account number on the documents you receive from Pearson from October 2021.
Yes, for now you can and should continue using your current Pearson trading account number to order products. Although once your new trading account number becomes available, 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 from October, 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.
Unfortunately, any saved favourites or Wishlist items will not be saved as part of the eCommerce updates.
We will not be able to bring your order history across to our 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 will not change, you will be able to login with the same details that you use today.
For customers who use the pearsoned.co.nz, you 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.
You will still be able to login and purchase, using a credit card at list price. We will not be able to apply your discount automatically to online purchases. You will no longer be able to view bookseller pricing and availability information on our website.
You will still be able to login and to purchase using a credit card at list price. You will no longer be able to place an order online and 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.
In the future when you order 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.
