The National Customer Service Center is a "Full Service Center"e; which provides problem solving and operates as a knowledge broker for the General Services Administration (GSA) Federal Supply Service.
If there is a problem with a requisition or you have a question, you may contact the GSA National Customer Service Center (NCSC). The NCSC can assist you with resolving a discrepancy in shipment such as shortage, overage, damage, or wrong item.
You may report a problem with a MILSTRIP/FEDSTRIP requisition or a GSA Global Supply Order directly using E-Resolve. When visiting our E-Resolve webpage please take the time to complete the Customer Service Survey or send us a comment or suggestion.
The NCSC has a toll free telephone number -
800-488-3111.
DSN:465-1416
This 24-hour Help Line is handled by the National Customer Service Center (NCSC). Representatives are available to assist you with your concerns, and provide assistance, between the hours of 7:00 a.m. to 6:00 p.m. (Central Time). After duty hours, messages will be recorded and answered the next business day.
The NCSC can be also contacted by mail at:
General Services Administration FSS, National Customer Service Center 6FR 1500 East Bannister Road Kansas City, MO 64131
the 14-digit requisition number, GSA Global Supply Order number, or the Advantage session number.
For transportation related discrepancies, you need a copy of the carrier's freight bill where you signed for the material and a copy of the inspection report for any concealed damages. These need to be faxed once the NCSC has been notified. For small package carrier shipments received damaged, the package tracking number from the labels are requested. This information assists the NCSC in filing a claim against the delivering carrier.
Report the product quality deficiency to the National Customer Service Center. Any quality deficiency that might cause injury, a work stoppage, loss or damage to a weapons system, or restrict the combat readiness capacity of an activity must be reported within 72 hours.
First call the Shelf-Life Hotline at 209-946-6497, fax a request to 209 946-6333, or e-mail shelf.life@gsa.gov your request for information. You may learn the product's expiration date has been updated and its shelf-life extended.
If the product's shelf-life has expired, call the National Customer Service Center for assistanc
Contact the National Customer Service Center for a Merchandise Return Authorization (MRA). In order to receive a credit for material returned, a MRA must be issued.
Inside Delivery: To receive inside delivery at your location, inside delivery must be requested at time of the order. A carrier does not have to perform inside delivery if it has not been requested prior to delivery. Ordering inside delivery at the time of delivery will add additional cost to the order. The carrier will perform inside delivery to another floor or level provided the consignee has an elevator or escalator that the material will fit into.
For GSA Advantage orders select the "Change" option under "Item Details" in your shopping cart. Use the "Mark-For" input box to include any mark-for, special markings, or delivery instructions. If requesting inside delivery, please state "inside delivery" and provide a contact name and phone number.
No Dock or Ramp: A carrier is responsible for tailgate delivery which means bringing the freight to the tail of the trailer and the consignee is responsible for unloading. If you did not notify GSA at the time of ordering that you do not have a dock and lift gate services are required, the carrier does not have to unload the freight. You are responsible for the labor to take the material off the trailer.
It is your responsibility to notify GSA at the time of order that lift gate services are required. A carrier's driver is unable to take file cabinets, pallet loads of paper, etc., off the trailer by themselves. The consignee is therefore responsible to provide the labor and assist the carrier's driver to unload the freight.
Shortage, Overage and Damaged Freight: Inspect the material upon delivery and sign the truck driver's delivery ticket, annotating any problem and ensure that your annotations are on all copies of the carrier's delivery receipt. Carrier's delivery receipts usually state the following: "Freight received in good order unless as indicated". Be very specific in annotating what is wrong with the order on the delivery receipt.
Concealed Damages: If you later discover damage to material within a carton you have 15 calendar days from the date of receipt to inspect the material for concealed damages and contact the carrier to request an inspection report. You should retain all of the packing material and the shipping container. The carrier may either return to inspect or give a written waiver that they will not inspect the item. A request for inspection after 15 days places the burden of proof on the consignee, who must provide evidence that the damage did not occur after delivery.
Contact the NCSC to affect changes in a requisition. For some items we may connect you with the appropriate FSS Acquisition Center.
GSA Global Supply orders are difficult to cancel because they are designed for quick shipments. You must contact the NCSC the same day you placed the order to be able to affect any changes. You can request expedited, overnight shipment of a GSA Global Supply order at the time you place your order.
For orders with vendors on GSA Schedules you must contact the vendor directly.
One day (next day) delivery orders can not be cancelled in GSA Advantage. You must contact the vendor directly. There may be a restocking fee and shipping costs.
Other orders may be cancelled through GSA Advantage Order History. You should be aware that if an item has been shipped there may be a restocking fee and shipping costs. You should confirm cancellation with the vendor. GSA employees do not have the right or ability to cancel Schedule orders.
GSA Finance can assist you in obtaining copies of bills, determining current status of your AAC account charges, paying a bill, applying an outstanding credit, mailing a check, and changing your Agency Location Code. You can contact Accounts Receivables at 816-926-7037.
There is no minimum quantity for any stocked GSA item. There are a few Special Order items that must meet a minimum dollar value before a vendor will accept an order. To confirm whether a Special Order item has a minimum, you can contact the appropriate FSS Acquisition Center. (See links offered above.) If you are not sure which Acquisition Center manages a specific item, contact the NCSC and we will connect you with the right person.
Products offered by vendors under GSA Schedules may have minimum quantities. You can determine that by a searching on GSA Advantage or by contacting the vendor directly.
Requests for AAC numbers are firmly controlled. All requests must be on agency letterhead and forwarded to the GSA officially designated point of contact for your agency. You can find your agency point of contact on GSA Advantage under "Help/FAQ" at the top of the page.
You can find the status of any requisition submitted to GSA on GSA Advantage under "Requisition Status". If you have a requisition that is past the Estimated Ship Date with no shipment confirmed or have not received material, contact the NCSC for current status.
For orders placed with our GSA Global Supply contact the NCSC for status and/or tracing of the shipment.
Status on orders being processed by GSA Schedules vendors must be obtained from the vendor.
Purchases from GSA that are charged to a SmartPay purchase card should show either the GSA Global Supply Order number or a requisition number. If the information on your billing statement does not clearly identify the purchase, contact the NCSC for additional information and/or research.
Based on your profile in GSA Advantage, orders are charged line by line or consolidated. You can select your preference under "Your Profile" after you log into GSA Advantage.
GSA Global Supply orders charged to your Activity Address Code (AAC) will reference a requisition number based on the order number. The requisition shown will begin with your AAC followed by the Julian date the charge occurred then the serial number which is drawn from the last four digits of your order number.
Shipments of GSA Special Order items from direct delivery vendors may show prices different from those charged. This is a result of vendors printing regular retail or other prices on shipping documents. Do not use these to reconcile your orders. For actual charges on GSA orders contact the NCSC.
GSA has a MSDS toll free request line at 1-866-588-7659. This line is also accessible via DSN 465-5097, or Commercial 816-926-5097. The e-mail address is MSDS@gsa.gov.
GSA Advantage offers product descriptions. If you need additional information on products offered by GSA you can contact the appropriate FSS Acquisition Center. (See links offered above.) If you are not sure which Acquisition Center manages a specific item, contact the NCSC and we will connect you with the right person.
Some items, such as calendars, are seasonal or have special requirements. The GSA Acquisition Center is the source for detailed information.
For products offered by vendors on GSA Schedules you should contact the vendor directly. For information about Schedules vendors see the Schedules e-Library link above.
GSA supplied items in GSA Advantage have estimated shipping times shown. GSA Schedules vendors also provide shipping times on items in GSA Advantage. These are estimates based on availability and normal shipping conditions. To determine availability of a particular item contact the NCSC. For some special order items, we may connect you with the appropriate FSS Acquisition Center. For products offered by vendors on GSA Schedules you can contact the vendor directly.
GSA uses the most cost effective means to ship your order. Smaller orders will be shipped via small package carriers, including parcel post. Shipments to United States Postal Service customers are sent via parcel post except when listed as hazardous material or exceeding weight and size limits. Larger shipments are sent via common carrier.
Delivery of GSA Special Order items that are directly delivered from the vendor are shipped at the discretion of the vendor.
Overseas customers will receive orders that can be mailed via parcel post. Other shipments will be sent to the designated Port of Embarkation based on their DODAAC.
Products from GSA Schedules vendors that are described in GSA Advantage as FOB Origin can be expected to have shipping charges added.
GSA Advantage orders can be searched by session, requisition, or purchase order number. You can log onto GSA Advantage and review a history of all your GSA Advantage sessions. For copies of GSA Global Supply orders contact the NCSC for a listing of previous orders or for a fax of an order confirmation.
First, be aware that prices are subject to change without notice. GSA Advantage shows current prices for products provided by GSA. Special Order items from GSA may be subject to vendor availability and other conditions. Current availability and pricing for these items are available from GSA Acquisition Centers.
(See links offered above.) If you are not sure which Acquisition Center manages a specific item contact the NCSC and we will connect you with the right person.
You can contact GSA Schedules vendors directly for a price quote. For information about GSA Schedules vendors see the Schedules e-Library link above.
Delivery/Status: If the item ordered has not been received, contact the vendor directly. Vendor name and telephone number was provided in the email confirmation. You must have the purchase order number and the date of the order. If you do not have an email confirmation, search Advantage Order History for for ordering information.
Billing: Incorrect charges must be worked out between you and the vendor. Cancellation: One day (next day) delivery orders can not be cancelled in GSA Advantage. You must contact the vendor directly. There may be a restocking fee and shipping costs.
Other orders may be cancelled through GSA Advantage Order History. You should be aware that if an item has been shipped there may be a restocking fee and shipping costs. You should confirm cancellation with the vendor. GSA employees do not have the right or ability to cancel GSA Schedules orders.
Orders not received by vendor: Call the Advantage Hotline at 1-877-472-3777, Option 3, to have GSA Advantage send the order to the vendor.
If you do not get adequate response from a vendor call the GSA Advantage Hotline at 1-877-472-3777, Option 3.
Log onto GSA Advantage and select "Your Profile" at the top of the page. You can edit your address, data fields for FEDSTRIP/MILSTRIP requisitions, how you are billed, and your password.
