System Update Information 2026

As part of our commitment to continuous improvement, L'Oréal Australia and New Zealand is upgrading its core business transaction processing system to SAP S/4Hana.

TEMPORARY CHANGES

To make this transition, there will need to be some temporary changes:

• Order system freeze
  The L’Oréal ordering system will be offline for a short period from mid-March until 15 April. During this time, no orders can be placed.

• Credit notes
  From 21 March to mid-April, we will be unable to issue credit notes for non-compliant deliveries, missing or damaged items. We appreciate your patience during this period.

• Payment portal
  Our payment portal will be closed from 27 March to 8 April.

PERMANENT CHANGES

The new system will also result in lasting changes:

• New account numbers
  As part of the system upgrade, you will receive a new customer account number, which begins with 10 and has eight digits (ie.10xxxxxx)  Your new account number will be provided to you in early April.

• New bank account details
  When making payments to Australia and New Zealand after April 8, please use your new account number as the reference to ensure the correct allocation. For Australian customers, the BSB will remain 248-045 but the bank account number will change to your new customer account number.

• New format for financial documents
  The format of our invoices, account statements and payment reminder letters have been redesigned to provide greater transparency, clarity, detail and compliance with tax and legal requirements.

FAQs

Q. What change is L’Oreal Australia and New Zealand making and why?
L’Oréal Australia and New Zealand is making a significant investment in upgrading its core business transaction processing system to SAP S/4Hana, with a go-live date of mid-April. With this upgrade, we will join the 150+ countries that L’Oréal operates in to ensure we have a more reliable and best-in-class service for our customers.

Q. What will this change mean for my business?
To make this transition, our ordering system will need to be offline for a short period – from mid-March to 15 April. This means that no stock orders can be placed during this time.

Q. Will there be any changes to payment requirements?
Yes. Our payment portal will be closed from 27 March to 8 April. 

Q. Will there be any changes to credit notes?
Yes. From 21 March to mid-April, we will be unable to issue credit notes for returns for non-compliant deliveries, missing or damaged items. We appreciate your patience during this period.

Q. When will auto-pay payments with due dates in the shutdown period be processed?
Scheduled auto-pay payments via our Payment Portal will be paused during our shutdown from 27 March to 8 April. No action is required on your part. All payments will process automatically when we reopen.

Q. Why does my account number have to change?
The new system will be used globally by L’Oreal and therefore our customer data will follow new numbering conventions. Each customer in our database will be given a new reference number for Sold-To, Ship-To, Bill-To and Payer accounts.

Q. Will my payment terms change? 
No, your credit terms remain unchanged.

Q. My payment terms now say “Last Day of Month + 1”. What does that mean?
For customers on 30 Day End of Month terms, the new system will display this as "Last Day of Month + 1" (representing the last day of the following month).

Q. Will there by changes to payment reminders?
There are no changes to the current process for our Australian customers. For our New Zealand customers, payment reminders are now automated and issued electronically via our internal system.

Q. How can I access my invoice?
Both new and historical invoices remain available for download via the Payment Portal. If you cannot locate a document, please contact us for assistance.

Q. How do I find my old account statement?
To request a copy of a past account statement, please contact our friendly credit team, who will be happy to assist you.

Contact details

For queries on deliveries, orders, invoices and logistics, contact Customer Care at [email protected] (Australia) or [email protected] (New Zealand).

For queries on statements, payments and accounts, email [email protected] (Australia) or [email protected] (New Zealand).