FAQ

How long does application review take? There’s no automatic timer — a person at the operator reviews each application. A few working days is typical; chase by email if it’s longer (see Troubleshooting).

Can buyers see my products before they’re approved? No. Unapproved listings never appear in the storefront’s catalog, search or cart. Approval by the operator is the only way onto the shelf.

Why does my product’s price show “On request”? You saved it with no priced tiers. Buyers will have to request a quote instead of buying directly. Edit the product and add at least one tier with a price (min qty 1 is the usual base tier).

Who decides my commission rate and payout terms? The marketplace operator, when they approve you (and they can adjust them later). The portal shows them on your dashboard tiles — Your commission and Payout terms — but has no screen to change them; that conversation happens with the operator.

Why did my live product go back to “In review” after I edited it? By design: every edit to a listing — including price changes — is re-reviewed by the operator before it reaches buyers. The toast tells you so when you save: “Your changes (including prices) go to the marketplace operator for approval.”

Can I upload more than 5 photos? No — five per product is the limit. Choose your best five; you can swap them any time (swapping counts as an edit, so a live product returns to review).

What files does bulk import accept? CSV and Excel (.csv, .xlsx). Always start from the Download template file so your columns match.

What happens if I can’t fulfil an order? Cancel it while it’s still pending or accepted — the red Cancel button. That signals the operator immediately. A cancelled order earns nothing for anyone, but a fast honest cancel beats a slow failure every time.

When exactly do I get paid? Money becomes payable when you mark an order delivered, under your Net-N terms (e.g. Net-30 = due within 30 days of delivery). The operator bundles delivered orders into payouts and disburses them; the Payouts page tracks every step (see Getting paid).

A payout says “failed” — did I lose the money? No. Failed means the transfer didn’t go through — the reason shows under the status tag. Sort the cause out with the operator (usually an account detail) and they retry the same payout.

Can more than one person from my company use the portal? Yes — any number. A vendor admin adds them on the Team page with their own email and password, as member or admin (see Managing your team). Don’t share one login; separate accounts mean you can deactivate a leaver without locking everyone out.

I forgot my password. Where’s the reset link? There isn’t one on the vendor sign-in page. A vendor admin on your team can set you a new password (Team → your row → Reset password); if you’re the only user, the marketplace operator can restore your access.

Can I use the same email to sell on two different marketplaces? Yes. If both run on a shared portal address, sign-in will ask for an Organization ID to pick which one you mean (see Signing in).

Does the portal work on a phone? Yes — below tablet width the sidebar becomes a menu drawer behind the hamburger button, and everything else works the same. Accepting and shipping orders from a warehouse phone is a perfectly good workflow.

How do I change my business name, contact email or bank details? The portal has no vendor-profile settings page — your identity and payout details are held by the operator. Email them with the change; you’ll see the new name reflected on your dashboard title once they’ve made it.

Why don’t I see the Add member button on the Team page? You’re a member, not an admin. The page even says so: “Only admins can add or change members.” Ask one of your admins to promote you or make the change for you.