Connexus FAQs

• How can I contact the selected service provider?
  Before placing an order, you can contact the service provider of your choice in the Orders | Select services menu if you have any questions about the instruments or services they offer. To do so, please use the “Send message” envelope icon on the right side.
  After your order has been confirmed by the service provider of your choice, you can directly contact them with any questions you may have regarding this transaction. Please use the Messages menu on the top banner within the platform.

• If your question relates to a current order on the platform, please use the Support menu to describe the issue and include your order number.

• Which payment method is available?
  The payment methods currently available at Connexus are the credit card and the bank transfer.
  - Connexus accepts most major credit cards as well as many debit cards that can be processed as credit
  - In addition to credit cards, Connexus offers bank transfer/direct debit as an additional payment method based on the Single Euro Payments Area (SEPA) banking standards
  

• Does Connexus handle the shipping for my order?
  Connexus can absolutely handle the shipping for your order, or if you prefer, you can directly contact your usual delivery service company. It is up to you. Just select the preferred method within the shipping information in the order. The costs will be shown within the summary overview.

• Where can I find my analysis results?
  Select the order you want to check within the Orders menu. Once the analysis is generated by the service provider, it will be available for download within Documents. An overview of all details per order is always available on the left-hand side menu.

• Why is my feedback valuable?
  Once you have downloaded your analysis, do not forget to evaluate the service provider.  Your Feedback is essential in helping other clients choose their service providers wisely and enabling service providers to open their labs with confidence. The order will be closed once the service provider has evaluated you as well.

• Where can I find a documentation to guide me through Connexus?
  The Navigation Guide, available in the pull-down menu under your email address in the top right corner, provides an overview of the steps and helpful links to follow when setting up your account on the platform.
• I have a non-order related question - who do I contact?
  For all non-order related questions, please use the Help Menu to get in contact with a member of the Connexus team.

• Which payment method is available?
  All the payments in Connexus are handled via Stripe, a global financial service company that offers payment processing for e-commerce.
  
  To be fully operational and visible to clients, first set up your Stripe account through the Billing & Payment/Client Payments section of My Organization, located in the pull-down menu under your email address in the top right corner, so you are ready to process your first client’s sample through Connexus. In this video, we show you how it works.
  
  You are an academic or public institution? Stripe offers a specific solution for non-profit organizations. Please check this video and follow the new steps.
  
  For additional information, see the Connexus Navigation Guide, which you can also access from the menu under your email address. To learn more about Stripe, visit the official Stripe website.
  
  
• The payment methods currently available at Connexus are the credit card and the bank transfer.
  - Connexus accepts most major credit cards as well as many debit cards that can be processed as credit.
  - In addition to credit cards, Connexus offers bank transfer/direct debit as an additional payment method based on the Single Euro Payments Area (SEPA) banking standards.
  

How can I register an instrument?
Select the technique, type and magnetic field of your instrument and register your instrument for free.

I need to register an instrument that is not available on the Connexus platform. How can I request this?
If you need to register an instrument that is not available on the Connexus platform, please send an email to support@connexus.bruker.com with a specific description of the desired instrument.

• How can I offer the services on my instruments?
  Include service details of your instrument in the Service menu like technique, service type, samples per hour, minimum sample quantity, service price per hour and acquisition time. Please note that you must first set up your Stripe account to create your services on the platform (see Payments).
  
• I need to register a service that is not available on the Connexus platform. How can I request this?
  If you need to register a service that is not available on the Connexus platform, please send an email to support@connexus.bruker.com with a specific description of the desired service.

• Why is it important to review an order?
  After a client has placed an order or submitted a quote, you need to review it and accept it. Only after you accept the order, will the order process begin. The platform will guide you through the process. An overview of the orders placed by the clients are available in the Orders menu. Submitted opportunities are available in the Opportunity menu.
  

• How can I contact the client?
  After you confirm the order, you can directly contact the client with any questions you may have regarding this transaction. Please use the Messages menu on the top banner within the platform.

• If your question relates to a current order on the platform, please use the Support menu to describe the issue and include your order number.

• Where do I upload the results of the client’s analysis?
  Select and open the order within the Orders menu. Use the upload function on the top right of the menu. An overview of all elements of each order is always available on the left-hand side menu.

• What do the levels (Diamond, Platinum, Gold, Silver) assigned to Service Providers mean?
  Under the Service Provider Program, which values a Service Provider’s engagement with Connexus, Service Providers can achieve a higher tier based on the performance of the instruments they register on the platform. As this program evolves, we will add more criteria, such as the type of service contract attached with the instruments. At the same time, we will introduce the benefits associated with each level of the Service Provider Program

• Why is my feedback valuable?
  The client has been requested to evaluate your service. In order to close the order, you will also need to review the client. Your Feedback is essential in helping clients choose their service provider wisely and enabling other service providers to open their labs with confidence.

• Where can I find a documentation to guide me through Connexus?
  The Navigation Guide, available in the pull-down menu under your email address in the top right corner, provides an overview of the steps and helpful links to follow when setting up your account on the platform.
• I have a non-order related question - who do I contact?
  For all non-order related questions, please use the Help Menu to get in contact with a member of the Connexus team.