prisma Frequently Asked Questions (FAQ)

Question 1.1

Who can access prisma and have the initial access to prisma?

Answer 1.1

prisma will be accessible to all RSPO Members (supply chain actors consisting of relevant Ordinary and Associate members) and Accredited Certification Bodies.

The initial access to prisma will be granted to the four MyRSPO contacts linked to each RSPO membership account. These contacts will receive activation emails during the soft launch of prisma’s Entity Management module (end December 2024).

Once their accounts are activated, these primary users will have the capability to invite additional users to prisma, assigning specific roles and permissions based on their organisation’s requirements.

Question 1.2

How many users and admin users can a single parent entity have?

Answer 1.2

There are no limits on the number of users and admin users for the time being.

Question 1.3

Are users able to access everything within prisma?

Answer 1.3

There are two (2) user types within prisma. User type follows the Parent Entity type that the user belongs to (e.g., A user belonging to a RSPO Member parent entity will be a RSPO Member user type).

Question 1.4

What should I do if I encounter technical difficulties during prisma activation?

Answer 1.4

If you encounter any technical difficulties during activation or while accessing prisma, you can contact the prisma Helpdesk at [email protected] or refer to the troubleshooting guide provided in the activation email.

Question 1.5

Will my username and password from PalmTrace work on prisma?

Answer 1.5

No. As part of the transition, all prisma users will need to set up a new password during the activation process. The activation link will be sent to the four MyRSPO contacts of the Parent Entity.

Question 2.1

What happens if my PalmTrace licence expires in the cut-over period 31 January 2025 to 2 February 2025?  

Answer 2.1

All existing PalmTrace licences that are expiring in January 2025 are required to be extended by the CB for a maximum of three (3) months before 17 January 2025. RSPO will provide instructions to all CBs to request time extension for PalmTrace licences that are expiring in January 2025. 

Question 2.2

If my PalmTrace licence has already been extended by the maximum of three (3) months from the original licence period, and the new expiry date falls within the ‘cut-over’ period from 31 January 2025  to 2 February 2025, can I receive another extension? 

Answer 2.2

No additional extensions will be possible for licences already extended to the maximum three (3) months. The Certification Body (CB) must submit a new licence request to RSPO either before 17 January 2025 through PalmTrace or after 2 February 2025 via the prisma platform.. 

Question 2.3

What should the CB do if a licence request submitted in PalmTrace on or before 17 January 2025 is rejected by RSPO after that date? 

Answer 2.3

If your licence request in PalmTrace was submitted on or before 17 January 2025 but is rejected by RSPO after that date, the CB will need to resubmit a new licence application in prisma on or after 2 February 2025. 

Question 2.4

Is any action required if my PalmTrace licence expires before 1 January 2025?

Answer 2.4

If your original PalmTrace licence expires before 1 January 2025 and the CB requires additional time to submit a new licence extension, the CB can request an extension of up to three (3) months, provided that an audit has been conducted.

Question 3.1

If a Certification Body (CB) conducts an audit on/after 1 November 2024, which audit report template should the CB use to submit a licence request to RSPO? 

Answer 3.1

CBs conducting audits on or after 1 November 2024 are required to use the Universal Audit Report template provided by RSPO for submitting new licence requests. If the licence request is submitted on or before 17 January 2025, the CB must use the Universal Audit Report template in PalmTrace. Similarly, if the new licence request is submitted on/after 17 January 2025, the request should be made in prisma using the same template (i.e. Universal Audit Report template). 

Question 3.2

If a Certification Body (CB) conducts an audit (e.g. Closing Meeting) between 17 and 31 January 2025 (11:59 CET) and decides that the certificate needs to be suspended, what should they do? 

Answer 3.2

If a decision to suspend the certificate is made during the transition period from PalmTrace to prisma, the CB must perform the licence suspension in PalmTrace before 17 January 2025 (11:59 CET). However, if the suspension decision is made during the ‘cut-over’ period from 31 January 2025 (12:00 CET) to 2 February 2025 (11:59 CET), the CB should wait and complete the licence suspension in prisma on or after 2 February 2025. 

Question 3.3

When using the Universal Audit Report template (mandatory requirement for audits conducted after 1 November 2024), is the ‘Audit Application ID’ if the licence is submitted on/before 17 January 2025 in PalmTrace?

Answer 3.3

The ‘prisma Audit Application ID’ is not required when the new licence request is submitted in PalmTrace on/before 17 January 2025.

However, the Certification Body (CB) should register the audit with [email protected] to get assistance in generating the ‘prisma Audit Application ID’ if the new licence request is submitted on/after 2 February 2025 in prisma. 

Question 3.4

During the transition period, where should I submit the public announcement for Initial Certification or Re-Certification to be published on the RSPO website?

Answer 3.4

During the transition period, you should submit the public announcement request to [email protected] for review and approval. This process remains as ‘Business as Usual,’ and the announcement will be published on the RSPO website once approved by the RSPO Secretariat. 

Question 3.5

If a Certification Body (CB) encounters difficulties in preparing and submitting the audit report using the new Universal Audit Report template during the transition period, and may not be able to meet the requirements of ‘5.3.21’ of the RSPO Supply Chain Certification Systems and/or ‘5.10.3’ of the RSPO Certification Systems for P&C and RSPO ISH Standard 2020, will RSPO provide any exemptions? 

Answer 3.5

RSPO will inform the Accreditation Body (AB) that the requirements ‘5.3.21’ of the RSPO Supply Chain Certification Systems and/or ‘5.10.3’ of the RSPO Certification Systems for P&C and RSPO ISH Standard 2020 will be exempted during the transition period from 1 November 2024 to 31 March 2025. 

Question 4.1

What is the deadline for performing transactions or activities in PalmTrace? 

Answer 4.1

Members are reminded to perform any final transactions or activities in PalmTrace before 31 January 2025, 12:00 CET. Any pending transactions or activities in PalmTrace from 31 January 2025, 12:00 CET will be cancelled, and any associated volumes will be returned to the previous account holder.

Question 4.2

What happens to the remaining volume in the RSPO Members’ PalmTrace account after 31 January 2025 (12:00 CET)? 

Answer 4.2

All remaining volumes in the RSPO Members’ PalmTrace account as of 31 January 2025 (11:59 CET) will be transferred to their prisma account. 

Question 4.3

As a PalmTrace user, if I initiate a reversal request (e.g., Shipping Announcement, Announcement, etc.) in PalmTrace on 31 January 2025, what will happen to the request? 

Answer 4.3

The last date for the RSPO Member(s) to initiate the reversal requests (e.g., Shipping Announcement, Announcement, etc.) in PalmTrace is 31 January 2025. Any pending transactions in PalmTrace as of 31 January 2025 (11:59 CET) will be cancelled. RSPO Members will need to resubmit these requests in prisma after 2 February 2025 (12:00 CET). 

Question 4.4

I am making a shipping announcement/announcement to a buyer, but need to correct the information due to some error (e.g. volume) by using the ‘update’ function in PalmTrace. Is there any specific date that I am not allowed to do the ‘update’ function in PalmTrace?

Answer 4.4

Any RSPO Member(s) that would like to perform the ‘update’ volume for shipping announcement/announcement made in PalmTrace until 31 January 2025 (11:59 CET).

Question 4.5

When is the last date I can make an offer for RSPO Credits on the Book & Claim platform in PalmTrace? 

Answer 4.5

The final date that the RSPO Member(s) can make an offer for the RSPO Credits on the Book & Claim is on 31 January 2025 (11:59 CET). However, any unmatched transactions in the Book & Claim will be cancelled and will need to be resubmitted in prisma.

Question 4.6

As a RSPO Credit seller, if my credit ‘matches’ on 31 January 2025 (11:59 CET) in PalmTrace, where should I claim it from?

Answer 4.6

You should claim the credit match from Rainforest Alliance if your credit match is on/before 31 January 2025 (11:59 CET).

Question 5.1

Who will handle invoicing and payments during and after the transition to prisma?

Answer 5.1

For confirmed or matched transactions on/before 31 January 2025 (11:59 PM CET), the invoice will be issued by the Rainforest Alliance (i.e. PalmTrace), and payments should be made to the Rainforest Alliance (i.e. PalmTrace). 

For confirmed or matched transactions on/after 2 February 2025 (12:00 AM CET), all payments and invoicing will be handled by RSPO through the prisma platform, which will then be the standard system for processing such activities moving forward. 

Question 5.2

Will there be a period where I might receive invoices from both Rainforest Alliance and RSPO?

Answer 5.2

Yes, there will be a short period in February 2025 where you may receive invoices from both Rainforest Alliance (for PalmTrace transactions before 31 January 2025) and RSPO (for prisma transactions from 2 February 2025 onwards). Please ensure payments are directed to the appropriate organisation. 

Question 5.3

Will there be a change in invoice payment instructions?

Answer 5.3

Payment of invoices for trades on prisma will be made to RSPO’s United Overseas Bank (UOB) account.

All invoices and transactions will be managed in United States Dollar (USD).

Question 5.4

Does my organisation need to update RSPO in our Supplier/Vendor Management System due to invoicing changes?

Answer 5.4

Yes. If your organisation requires RSPO to be registered as a supplier/vendor to process invoices and payments, please ensure the required changes are made before 2 February 2025. Contact [email protected] for assistance with RSPO invoicing details, including the new bank account information. 

Question 5.5

I am a credit seller. Will I need to update my banking details to receive credit trade settlements?

Answer 5.5

Yes. You will be able to update your banking details on prisma from 23 December 2024 onwards.

Question 5.6

How will outstanding invoices be handled during the transition?

Answer 5.6

Invoices outstanding from trades made on PalmTrace on/before 31 January 2025 will remain owed to and managed by Rainforest Alliance.

Question 5.7

Will past invoices and payment records from PalmTrace be accessible on prisma?

Answer 5.7

No, historical invoice and payments made on PalmTrace on/before 31 January 2025 will not be brought over to prisma.