Product Catalogue : FAQs

Product Catalogue Frequently Asked Questions (FAQ)

FAQ Index

This document and the Help Screens on the Product Catalogue have been created to help users address normal day-to-day problems they may come across while accessing the Product Catalogue. This is the first place a user should look to answer any questions or problems they may have, before calling their local help desk (See list of Customer Service Centres under the Contact tab). To have a Question added to the list, please use the feedback tab located on the Product Catalogue.

Click on a Question below to access the answers.

+ What is a Product Catalogue?
Shell Lubricants, Fuels and Bitumen have created a Global Catalogue that can hold and present all their products and Literature, which is available worldwide by region/market. This is accessible to all users who have access to SWW.
+ What do I do, if I have problems accessing the Product Catalogue?
First look through this list to see if the answer to your problem is here. If you cannot find an answer to your problem here, select the Contact tab which you will see on the top of the screen or in the left hand menu. The contact screen shows a list of contacts by region/market. Locate your region/market and contact that number or use the email address.
+ How do I find / search for a product?
On the first screen click on the tab Region/Market, which is located on the top left of the screen. On the next screen select the Region/Market you are in or require, and click on 'Submit'. On the next screen enter the product name or product code you want to search for and select search. You will now see your search results. Put your mouse pointer over the 'yellow' product name and click to select the product information. Please note that special characters in the name is not allowed in searching. (For detailed search information: See Help Screens accessed via 'Help' tabs).
+ Whom do I contact if I cannot find the Product I was looking for?
Contact your nearest Customer Service Centre, and they will help you with any query. The Service Centres can be located by selecting the 'Contact' tab on the screen. (See above)
+ Whom do I contact if I want more information about Shell Products?
Each region/market has its own Customer Service Centre who can answer all your queries. To contact your nearest Customer Service Centre select the tab 'Contact' located at the top and the left side of the screen.
+ Whom do I contact for Help?
This is the same as the question above. Locate the tab 'Contact' at the top of the screen and to the left of the screen. This will give you access to contact numbers and email addresses for Customer Service Centres located in each region/market. Shell Staff in the Customer Service Centres can help you with your queries.
+ How do I order a product listed here?
Go to the tab 'Contact' and locate your nearest Customer Service Centre (CSC). Contact the centre and the staff there will be able to handle any queries or orders you may have.
+ How do I find Safety Information on a product (MSDS)?
  • Safety information on all of our products can be found in the Material Safety Data Sheets (MSDS). To find the MSDS you must first search for your product (see product search above). Located on the screen to the right of your product you will see a 'yellow' Icon with the letters 'MSDS', click on this and then select 'accept' on the next screen to view or download the file.
+ How do I find Technical information on a product (TDS)?
  • A Technical Data Sheet (TDS) can be found with all products in the Catalogue. To find the document you must first locate your product by following the search explanation above. Located to the right of your product you will see a 'yellow' Icon and the letters TDS. Click on this and on the next screen select Accept and you will be able to access the document.
+ How do I download or print a MSDS or TDS document?
  • To download or print your document you must first follow the two previous paragraphs on TDS and MSDS. Once you have selected 'Accept' for your TDS or MSDS you will be presented with a small screen called 'File Download'. This gives you two options. You many either download the document to your computer�s hard drive (normally C: drive) or open the document from the current location. To print the document select the option to open from current location and then just click on the print icon on the task bar. To save the document to your computer select the option to download.