EcoVadis contact: where to go with a question about your assessment

For questions about your account, your login details or technical problems, go to the EcoVadis support centre (support.ecovadis.com). If you have a question or complaint about your scorecard, there is a separate channel for it, which you also reach through the support centre. If you ask the right question through the right channel, you get an answer faster. General contact details are on the EcoVadis contact page .

This page shows which question belongs to which channel, and how to prepare your question so you are not sent back and forth. For logging in itself, read logging in to EcoVadis. For filling in improvement points, read EcoVadis corrective action plan.

Which channel fits which question?

Not every question belongs with the support centre. This breakdown helps you choose the right route quickly.

Type of question	Where to ask it	Example
Account and logging in	Support centre	”My account has been blocked”
Technical fault on the platform	Support centre	”I cannot upload a file”
Factual error in your scorecard	Support centre, within two working days after publication	”Our company name or size is incorrect”
Question or complaint about your scorecard	EcoVadis’s separate channel, via the support centre	”Why was this document rejected?”
Explaining an improvement point	A session with an analyst (discount on Premium) or your account manager	”What exactly is expected of us for this point?”
Using a medal or badge	EcoVadis usage rules, or the support centre	”May I put the logo on our website?”
Subscription or contract	Your account manager or the support centre	”Can I upgrade to Premium?”
Finding in 360 Watch	Responding to the letter or email from EcoVadis, or the support centre	”This finding is not about our company”

Note the first row. After publication, you can review your results for two working days before clients see the scorecard. Is there an error in the data the assessment is based on, such as your company name, location, size or sector, a rejected document that was valid, or a finding that does not concern your company? Then report it straight away as a factual error. You address findings with evidence, not with a general email. Read how to do that on EcoVadis 360 Watch.

Prepare your question well

A question with the right details attached gets a better answer. Have these details ready before you contact anyone.

Your company name, and the name of the legal entity that was assessed.
The email address you log in with.
The date of your scorecard or assessment.
The theme or improvement point your question is about.
A screenshot or a copy of the document that shows the problem.
What you have already tried, and what you expect.

With these details, the staff member can see at once what the issue is. Without them, you often get a follow-up question, and that costs time.

Do not ask for a higher score. A complaint only works if you point out an error in facts or in how the methodology was applied. EcoVadis then starts a correction process. A score that disappoints you is not a reason for a correction.

Example: a good support request

An example of a question that can be answered quickly.

Subject: Account blocked after three login attempts

Dear support team, my account for [company name] has been blocked. My username is the email address [address], which is the address from the first registration in [month and year]. I tried a private browser window and requested a reset email, but it did not arrive. Could you check the account? My assessment runs until [date] and there is a deadline for evidence on [date].

Kind regards, [name and role]

A question such as “I cannot log in, please help” usually costs two extra emails. This version can be picked up directly.

Another question: about an improvement point

A question about the content of an improvement point needs a different approach. You are not asking for a score to change. You are asking for an explanation of an action. Ask such a question in an analyst session or to your account manager.

Subject: Explanation of the sustainable procurement improvement point

The scorecard dated [date] lists as an improvement point that there is no sustainable procurement policy. We have a draft purchasing policy with environmental and social requirements. Could you indicate whether this draft is the type of evidence expected at the next assessment?

A question like this is specific enough to answer. Check the requirements on EcoVadis questionnaire and documents before you upload the document.

What if your client asks the question?

A buyer at a large client may want to discuss your scorecard, or have a question about a finding. In that case, it is sensible to contact the support centre or the platform yourself first, and then inform the client. Do not send the client your own loose interpretation of the scorecard. It is better to send the scorecard itself and the action you have set up.

With a Select or Corporate subscription, you get your own account manager. This is a fixed contact person at EcoVadis. Select also includes a 90-minute presentation about your scorecard, and Corporate includes one of 60 minutes. Check your subscription to see what applies to you.

Common mistakes when contacting EcoVadis

Asking a question by phone without written evidence. An email with the evidence is easier to find later. Do this in writing.

Asking a question about the score as an account question. A complaint about your scorecard has its own channel. Choose the channel from the table above.

Waiting until the deadline is close. An account that has been blocked needs to be restored in good time. Start straight away.

Letting a client write without you being involved. Then the client only gets half the story. Make sure you keep control of the process.

Checklist for contacting EcoVadis

Have you decided whether it is about your account, the content or a contract?
Do you have your company name, your login address and the date of your assessment ready?
Is the evidence or the screenshot attached?
Did you describe exactly what you want to know in your question?
Did you mention the deadline if it is close?
Did you put the question in writing?