Items & Catalog
How items, pricing, and catalog work in Helia — including off-contract items, CAP codes, SINs, UOM, bundles, and missing items.
9 articles
What is a SIN and what do I do if an item is tied to the wrong one? [Rep]What a SIN is and what to do if an item is tied to the wrong contract or SIN.
Why does an item show a different price per box vs. per unit?Why an item shows a different price per box vs. per unit, and how to fix it.
I was told to resubmit my case after a pricing fix — here's exactly howHow to resubmit a case in Helia after a pricing fix, including how to delete and re-add items to refresh pricing.
A new item was added to my company's catalog — how do I get it added to Helia? [Rep]How new items get added to Helia, who needs to act, and what to do if an item you need is missing from the app.
I can't find an item in Helia. What should I do?What to do when an item isn't showing up in the Helia catalog — missing items, wrong item numbers, and add requests.
An item says "not on contract." What does that mean?What the not-on-contract flag means on a case item, and what action if any you need to take as the rep.
What does "multiple pricing sections available" mean?What the multiple pricing sections message means on a case and whether you need to take action as a rep.
There's a unit of measure (UOM) issue on my case. What do I do? [Rep]What to do when there's a UOM or unit of measure mismatch on an item — how to report it and get it resolved.
How do I request a product be added to the catalog?How to request a new item or product be added to the Helia catalog when it's missing from search results.