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FAQ's - general questions

Timea
  • Updated

Please use our Zendesk platform for more information and guidance - https://marketplacetherange.zendesk.com/hc/en-gb

 

  • What is a Commission-based Partner? If you are a commission-based seller, a commission fee will be deducted from each sale – this is a percentage of the total sale including shipping charges. The percentages are different for each selling category and can be found in our trading guide.

 

  • What is a Cost-based Partner? If you are a cost-based partner, we will agree with you a cost price for your goods and delivery services. This will be the amount that you receive when a customer purchases your items. We will then set the retail price for your products and any sum of money generated from the sale that is above the agreed cost price of the items and shipping charge will be classed as our fee.

 

  • I have problems with my application, who do I contact? The application sign-up is a two-stage process, you will need to provide your basic information for the first step, we will then prompt you with an e-mail to complete the second part – this should be within 24 hours. If you experience any issues, please submit a request on Zendesk https://marketplacetherange.zendesk.com/hc/en-gb where it is picked up by the relevant team and answered swiftly.

 

 

  • I’ve just signed up to be a Marketplace Partner, what do I do next? You need to ensure that a delivery service, returns option has been set up, company information and bank details have been added, and you have agreed to our Terms and Conditions. Once this is done, you can apply for specific categories to sell under. Once approved by us, you will be able to start on-boarding.

 

 

 

  • How do I apply for selling categories? If you have not been approved for any categories yet, or you would like to apply for further categories, you can apply by selecting ‘Add Categories’. Search through the subcategories until you find the relevant product type and click the ‘Apply’ button. You will be able to see the commission-based selling fee for each category on the right.

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And see the Partner Central Upload Guide.

 

  • How do I delete a product from the portal? You can’t delete an item, if you wish to suspend an item, please notify The Marketplace team. Suspended items will continue to show on your account as dormant lines. Please ensure all stock is set to zero for discontinued items.

 

 

  • Does my cost or retail price need to include VAT? If you are a cost-based supplier, please include VAT in the cost and delivery of an item. If you are a retail-based supplier, please include VAT in the retail price set. VAT should also be included in the delivery fee.

 

  • I’m a cost-based supplier, how can I change a cost price on the portal? You can do this via the below screen on Partner Central, the cost price will need a future effective date set. The cost will then be approved by us, and the retail price will be reviewed and updated if necessary.

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  • Why is the website showing incorrect prices? If you are retail supplier, you can amend / update your retails via the portal and they will generate overnight. If you are a cost based supplier, the retails are set by us. You can however contact The Marketplace Team to discuss if you have any queries.

 

  • Who can I contact if I have accounts / remittance queries? Please submit a request on Zendesk https://marketplacetherange.zendesk.com/hc/en-gb where it is picked up by the relevant team and answered swiftly.
  • Please list what queries you have on an excel document, and include all information such as order numbers, discrepancies, costs of items, and the amount you expected to be paid. We shall then investigate any queries.
  • What is an “Escrow Period”? Payments will be made to you every week with an escrow period of 30 days. An itemised list of all orders that have passed the escrow period can be viewed within the Accounts page on Partner Central. Orders that have open customer disputes, the escrow period will restart when the case is resolved.
  • Who do I contact if I would like to run a promotion? Please speak with The Marketplace team for advice on how to set this up.

 

 

  • Can I be notified via email when I receive an order? We are working on this, and it will be an active function shortly, but for now, you will need to download orders from the portal at least once a day.

 

  • Can I manage customer returns and refunds? The Customer services Return option in Partner Central is now active so you can perform your own returns and generate your own refunds. In order to do this, go into the order on Partner Central:
  1. Select Return
  2. Then the reason for the return from the drop-down box
  3. Select the quantity of the item being returned
  4. Then select the process return for items button
  5. This will then generate a refund received back to the customer within 7 working days.

 

  • How do I change my returns option? Please contact The Marketplace team to discuss further and arrange this for you. Click the below link for more information on return options: https://marketplacetherange.zendesk.com/hc/en-gb/articles/360018512118-Setting-Up-Your-Returns-Options
  • Why didn’t you approve our despatch note? We have a template you will need to follow and use. Any suppliers who wish to use their own, will need to go through a sign off process to ensure it meets our company standard and requirements. Individual feedback will be given if requirements aren’t met. Please see the link for more information on despatch notes:

https://marketplacetherange.zendesk.com/hc/en-gb/articles/360018514858-Despatch-Notes

 

  • Why am I unable to publish my listing? – There is missing information on the editor menu on Partner Central. Please review and ensure all information is populated.

 

  • Why was my product listing rejected? – When an item is rejected, there will be a note to explain the reason – this could be, listing is likely missing information from the editor menu, the cost price is too high, or pricing does not include VAT.

 

  • When will my listings go live on the website? – This can vary depending on the volume of lines being on-boarded by suppliers at the time, but we aim for items to go live after 12 days of on-boarding if there are no quality issues however can be longer if multiple changes are needed.

 

  • Why are my products are showing as out of stock on the website? – this could be several reasons – firstly check to ensure the item has been published, if it’s showing as “Pending Approval” on the portal, it will not show live on-line until we have approved it. Have you assigned stock? Have you set-up a delivery service on the portal? If you have, and there is still an issue, please contact The Marketplace Team.

 

  • I’m struggling with variants when products get to QC? Please refer to the Partner Central Upload Guide as there is a step by step on the variant’s sections.

 

  • I have accidentality uploaded my product in the incorrect category, do I need to start again? There are 2 options in this scenario:
    Upload as normal, we can move the products once they get to us.
    2. Leave your product in draft and re upload in the correct category.
    Option 2 is your best bet as you can ensure you have the attributes for the correct products.

 

  • Can I upload videos for my listing? – yes you can. Must upload video/youtube link via .csv file.

 

 

 

 

 

 

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