Frequently Asked Questions

This Agreement was last modified on 18th february 2016

What is Seller Center?

Seller Center is a platform that allows you to control your online shop on clickshop. Through Seller Center, you can list and update your products, control your prices, and view your financial details. To visit Seller Center just go to sellercenter.clickshop.pk .

 

How do I get access to Seller Center?

Once you have completed the registration process on clickshop, you will receive an email with your login details for Seller Center. You can visit sellercenter.clickshop.pk, and login with those details. You can also set your own password after your first login.

 

What do I do if I forgot my Seller Center password?

Click forgot password on the Seller Center front page. If you do not get a password reset email from Seller Center, please send an email to sellercenter@clickshop.pk with the subject “Forgot Password”. Don’t forget to include your registered email address and registered store name in that email.

 

What do I do with my account when I am on vacation/long leave?

We advise you to turn off all SKUs in your shop to prevent getting orders from customers. Also be sure to inform your Vendor Manager or send us an email on sellercenter@clickshop.pk .

 

How do I list my products on clickshop?

Once the registration process is complete, our team will work with you to create your first few products online. You will also be given full training to use Seller Center. After this, you will be able to easily list your products on clickshop.

 

Will I get charged for listing products on clickshop?

No. Listing of products on clickshop is absolutely free. clickshop does not charge anything for listing your products online. You only pay a small commission for what you sell.

 

How can I list a product?

Visit clickshop.pk/sh-listing-products to download listing instructions for your product category. If your category is not listed, you can get in touch with your Vendor Manager or send us an email on sellercenter@clickshop.pk.

 

How can I edit details of an existing product/SKU?

On the Seller Center homepage click on “Products” and then “Manage Products.”

Now click the pencil sign in front of the product you want to edit and then click “edit details”.

 

How do I delete or de-activate a product/SKU?

On the Seller Center homepage click on “Products” and then “Manage Products.”

From here you can de-activate any SKU by using the switch next to it.

 

Can I sort my inventory according to status on clickshop?

Yes. You can easily sort your inventory according to status on clickshop by clicking “Products” and then “Manage Products” on clickshop.

Here you can see all the filters that can be used to sort your inventory:

• “All” – All products you have uploaded

• “Live” – Products that are available to customers for purchase on clickshop at the moment

• “Image Missing” – Products that are not live because of missing images.

• “Poor Quality” – Products that are not live because of poor quality content or images.

• “Sold Out” – Products that are not live because their stock has run out

• “Inactive”

o “Product Inactive” – Products that you have taken offline

o “Quality Approval Pending”: Products that you have uploaded but are yet to be approved by our QC team

o “Deleted Products”: Products you had uploaded and then deleted

 

Can I upload many SKUs at once?

Yes. Contact your Vendor Manager today to learn more .

 

What is the QC process for my newly added or edited products?

All newly added and edited products undergo a thorough quality check process where clickshop reviews all content. This process can take 4-5 business days.

You can find products that are rejected from our quality check process by clicking “Products” and then “Manage Products” on the Seller Center Homepage.

Now click “Poor Quality”. Here you will also see the reason for rejection and suggested improvements.

Make the necessary edits based on the rejection reason provided, and submit. This will prompt the quality check process once again.

 

How do I add products with a brand name that does not currently exist in the clickshop system?

If the brand name does not currently exist in the system, you can submit a request on sellercenter@clickshop.pk, and we will add it as soon as possible.

 

How many products can I list?

There’s no limit on the number of products you can list for sale on clickshop.

 

I don’t have images of my products, what do I do?

You now have 2 options. You can either look for images of your product online with the help of a unique identifier of the product like model number or you can get a photo-shoot done. If you are opting to get the photoshoot done, make sure that you follow clickshop’s image guidelines (link: https://www.clickshop.pk/sh-image-guidelines). Additionally, you can also take clickshop’s help in arranging for the shoot by getting in touch with our Seller Support Team or your Vendor Manager.

 

How do I know when a customer orders one of my products?

On the Seller Center homepage click “Orders” and then “Manage Orders” to see all orders that you have received.

On this screen all unprocessed orders will be visible under the “Pending” tab.

 

When should I accept an order?

You should only accept an order if you have the item in stock. It is your responsibility to process all orders within 24 hours. If you fail to process your orders even after 48 hours, clickshop may take your shop offline.

 

How can I cancel an order?

To cancel an order, click on “orders” and then “manage orders” on the Seller Center Homepage.

Now click “Cancelled” under the Actions tab.

 

Can I cancel as many orders as I want?

Cancellations have a negative impact on Customer Satisfaction and clickshop monitors cancellations very closely. If your cancellation rate exceeds 8% during a given week, your shop will be taken offline.

 

 

When is an item ‘Ready-to-ship’?

Items are ‘Ready-to-ship’ when:

•You have chosen a shipping provider

•You have entered the Tracking ID to track the order to be shipped

•You have printed 2 copies of the invoice and 1 copy of the shipping label

•Your items are packed and the entire set is ready to be handed over

Additionally, you can also review these videos to learn more about processing orders.

For Drop Ship Orders:

For Cross Dock Orders:

 

How can I check the status of my orders?

To check all your orders click “Orders” and then “Manage Orders” on the Seller Center homepage.

Here you can sort orders according to their status:

• “All” – All orders you have received

• “Pending” – Orders you have received but have not processed yet

• “Ready to Ship” – Orders you have processed and set to ready-to-ship

• “Shipped” – Orders you have shipped out

• “Completed”: Orders you have fulfilled

• “Delivered”: Orders that have been delivered to the customer.

• “Canceled”: Orders that were either canceled by you or by the customer.

• “Delivery Failed”: Orders that the customer ‘rejected’ on his doorstep.

• “Returned”: Orders that were delivered to the customer, but were consequently returned.

 

When would I see the item status as shipped?

The status of items changes to shipped as soon as it is handed over to the shipping provider.

 

If I list my products on clickshop, will customers know that they are purchasing from me on clickshop?

Yes. The seller’s name is clearly indicated on all product detail pages and on the invoice sent along with the package.

 

Can I sell outside Pakistan through clickshop?

No. At this time, clickshop only allows shipments within Pakistan.

 

I am a seller outside Pakistan, can I sell my products on clickshop?

Currently we do not work with sellers located internationally. However, we are always open to discussion. If you have an office in Pakistan, don’t hesitate to get in touch with us on sellercenter@clickshop.pk .

 

How do I know which fulfillment model I am operating on with clickshop?

If you are unsure, your Vendor Manager can help you. Additionally, you can call our Seller Support Service on 0315-3272975.

 

Can I switch from one model to another?

Yes. You can submit a request to us through your Vendor Manager or by getting in touch with our Seller Support Service on 0315-3272975.

 

How do I update the price and stock level of my products?

You can do so by following the instructions given here:

You can also update price and stock in bulk by following the instructions given here:

 

What is the difference between “Price” and “Sale Price”?

Whatever you enter as the “Price”, will be displayed as the original price of your product. The “Sale Price” will be displayed as the discounted price of your product on clickshop.

 

What happens when one of my products goes out of stock?

All products uploaded to clickshop through Seller Center are assigned a quantity by Sellers. You need to regularly update this quantity as out of stock products (products with 0 quantity) are automatically taken offline by Seller Center.

 

What is the payment policy of clickshop?

Payments to sellers are based on orders successfully delivered to the customer. In case a payment has been issued by clickshop to the Seller for a delivered item that is later returned to clickshop by the customer, clickshop will deduct equivalent amount in the next cycle and return the product to the Seller (subject to return policy). Items that are in transit or at a clickshop warehouse location will be clearly listed on each Marketplace sales statement provided to the Seller.

 

When do I get paid?

Payments for delivered products will be settled on a monthly basis according to the following structure where t is the last day of the month:

• t + 3 : Statements shared with Sellers via email

• t + 5 : Cheques deposited in Seller’s bank account.

In case of public holidays/weekends falling upon these dates, the payment date will be released to the first upcoming business day.

 

Can I change my contact details or Bank Details?

Yes. You can ask your dedicated Vendor Manager to assist you, or contact our seller support center on 0300-000000. You can also send us an email on sellercenter@clickshop.pk .

 

If I don’t receive my payment on the expected day, what do I do?

You can get in touch with your Vendor Manager or send us an email with your registered shop name and outstanding amount on sellercenter@clickshop.pk. We will do everything we can to make sure you are always paid on time!

 

Can I view my account statement on Seller Center?

Yes, you can view your account statement by clicking “Reports” and then “Account Statements” on the Seller Center homepage.

This statement can also be downloaded by selecting “export” and then “sales report”. The statement will become available for download as shown below.

 

How do I view my sales report?

On the Seller Center homepage click “Reports” and then “Sales Report”.

 

What will happen if there is a return?

You can review our returns policy here.

 

If I receive a defected return, what do I do?

You can review our returns policy here.

 

How can I check which orders have been returned?

You can check returned orders by clicking “Orders” and then “Manage Orders” on the Seller Center homepage.

Now click “completed” and then “returned”. Here, you can see all the items that have been returned by the customer.

 

What is the impact of returns on my shop?

High returns are taken by clickshop as sign of low quality products, so if returns exceed 10% during a given week, your shop will be taken offline.

 

What are promotions?

Promotions allow vendors to provide deals to customers and reap the benefits of such deals.

 

Where can I find and join promotions?

Upcoming promotions are available on the Seller Center Homepage. You can also find promotions by clicking “Promotions” and then “All Promotions”.

You can join promotions on clickshop by following these steps:

 

Can I change my stock level & pricing in the midst of an active promotion?

Yes. Pricing can be changed while in the midst of an active promotion, however, changing prices will result in a quality check again. Your new prices must still meet the criteria of the promotion in order to be approved.

Stock levels, on the other hand, can be changed while in the midst of active promotion without undergoing an additional quality check.

 

Does clickshop offer other marketing options for my products apart from promotions?

Marketing services, apart from promotions such as exclusive brand boost, are value added services offered by clickshop. Get in touch with us today on 0315-3272975 and our agents would be happy to assist you.

 

What Shipping Methods Are Available?

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How Long Will it Take To Get My Package?

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How Do I Track My Order?

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How Do I Place an Order?

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How Should I to Contact if I Have Any Queries?

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Do I Need an Account to Place an Order?

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