Buyer's Guide

ACCOUNT DEACTIVATED

FEEDBACK

HELP

QUESTION & ANSWER

SEARCH AND PURCHASE

PRODUCT MESSAGE

DISPUTE

RATE AND REVIEW




ACCOUNT DEACTIVATED

  • Buyer and seller can request to deactivate his/her account.

  • Both Buyer and Seller can deactivate their account on the Exstock system but with different steps.


ROLES

  • Buyer

  • Seller

  • Accountant


BUYER ACTIONS


Image 12 - Buyer Profile Page


DEACTIVATE ACCOUNT

  1. Login as “Buyer”

  2. Access “Profile” from left menu

  3. Click “De-activate”

  4. Account De-activation confirmation dialog will prompt out

  5. Buyer click “Proceed” to accept terms & conditions (Image 13)


Image 13 - Account De-activation confirmation


  1. Buyer can click on “feedback” on “IMAGE 13” to feedback his/her comments to Exstock.

  2. Buyer will be logged out immediately

  3. IMAGE 14 message will prompted after account successfully deactivated


Image 14 - Account Deactivated Message



In the event that Buyer has ANY order or dispute in progress, he/she will not be able to successfully deactivate the account. A warning message image4 will prompt out that buyer is not allowed to deactivate his /her account.


Image 15 - Account Deactivated Message





FEEDBACK

Feedback Form (to feedback on misuse of Exstock platform or any other feedback to Exstock.)


ROLES

  • Seller

  • Buyer

  • Guest

  • Admin


There are 2 types of feedback.



Image 42 - general feedback found on the footer of every page.


Image 43 - is the report abuse feedback, found on every product detail page.


GENERAL FEEDBACK

  1. All 3 types, Buyer / Seller and Guest can submit the feedback form.

  2. All fields on the feedback form has to be filled up in order to submit.

  3. If you are already logged in as a buyer or seller, the Name / Company and Email will automatically be filled up for you.

  4. Enter the subject and feedback message to submit.


There is no reply from admin for feedback forms. It is a one-way communication function.



HELP

Help (For Guest / Buyer / Seller to post help questions for Administrator to answer.)


ROLES

  • Guest

  • Buyer

  • Seller

  • Admin


Users of Exstock can submit a help form when he/she is unable to find solutions in the following guides:

[FAQ] [Buyer’s Guide] [Seller’s Guide] [RFQ Guide]



Image 47 – Help button can be found on the footer of pages or at the bottom of each Guide called ‘Couldn’t find answer’


Image 48 – Shows the help form and its fields


POSTING HELP AS BUYER / SELLER


  1. Buyer / Seller will be able to post help to Administrator

  2. All compulsory fields on the help form has to be filled up in order to submit.

  3. If you are already logged in as a buyer or seller, all fields will be automatically filled up.

  4. Uploading of attachment is optional. Maximum 5mb pdf file

  5. Enter the subject and feedback message to submit.

  6. When Admin replies help to Guest, it will automatically send an email of the Admin reply to Guest.


When Admin replies help to Buyer/Seller, it will automatically send an email of the Admin reply to them. An email communication dialogue can continue from there outside of the system.



QUESTION & ANSWER

Question & Answer (For Buyer to ask question to seller regarding product.)



ROLES

  • Buyer

  • Seller

Q&A can be viewed by both guest and buyer.


Q&A is a 1-time dialogue. Once you submit an Answer, you cannot re-submit or submit another Answer to the question.

In order to post a Q&A, you have to be logged in as a Buyer.


Image 52 - Q&A tab can be found on every product detail page. All Q&As regarding this specific product will be shown in the Q&A tab. It also explains the information shown on each Q&A.


SUBMIT Q&A

Image 53 - Q&A form.


  1. Login as Buyer to submit a Q&A

  2. Please select the appropriate category of your question:

    • [About Product] [Shipping] [Cancel/Refund] [Others]

  3. All fields on the Q&A form has to be filled up in order to submit.

  4. Enter the subject of your question

  5. Type your question inside the ‘Detail’ field and submit.

  6. Buyer will have an option to upload a maximum 5MB pdf file if needed.




BUYER TRACK Q&A


Image 54 - dashboard and My Messages page


  1. Buyer is able to keep track of all the Q&A he/she has posted on Exstock.

  2. Login to the dashboard

  3. Click on ‘My Messages’ on the left menu

  4. Ensure that the Q&A tab is selected

  5. The table will show the Q&A posted by the Buyer along with the status.

  6. Pending = Seller has not replied yet / Replied = Seller has replied to question

  7. Clicking on ‘view’ will take Buyer to the Product Detail page and view the Q&A.



SEARCH AND PURCHASE

Features on Exstock frontend to search and purchase products



ROLES

  1. Guest

  2. Buyer



Image 71 – Search Box and Category Menu



PRODUCT CATEGORY

  1. You are able to find your products based on the category it is in.

  2. Exstock currently has 3 main categories:

    1. [CABLE]

    2. [CABLE COMPONENTS & ACCESSORIES]

    3. [ENCLOSURES]

  3. Each product can ONLY be long to a single category.





PRODUCT SEARCH

  1. If you are looking for a specific product, you can use the product search function

  2. Search box is always located at the top of the website

  3. When entering a keyword, system searches the following product fields:

    1. [Product Name]

    2. [Seller Company]

    3. [Product Description]



PRODUCT OVERVIEW PAGE

Image 72 – Shows overview page and functions



  1. Search results are displayed on the product overview page

  2. Further sorting and filtering can be done on the overview page



  1. Located at the top of the results, you are able to sort the products via the following methods:

    1. [Price from low to high] [Price from high to low]

    2. [Ratings from low to high] [Ratings from high to low]

    3. [Country of Manufacture A - Z] [Country of Manufacture Z - A]

    4. [Country of Departure A - Z] [Country of Departure Z- A]



  1. Located at the left side column, are the filtering options:

    1. [Filter by price range]

    2. [Filter by ratings] – able to multiple select

    3. [Filter by Categories] – able to multiple select

    4. [Filter by Branding] – keyword search for product’s branding field

    5. [Filter by Part Number] – keyword search for product’s part number field

    6. [Filter by Compliance Certification] – keyword search for product’s compliance cert number field

    7. [Filter by Country of Manufacture] – Filter on the left only lists the country of manufacture based on the search results on the right

    8. [Filter by Country of Departure] – Filter on the left only lists the countries based on the search results on the right

  2. After selecting filter options, click ‘Implement’ button to take effect

  3. Clicking on the image or product name in overview page will take buyer to the product detail page



PRODUCT DETAILS PAGE

Image 73 – Shows product detail page and functions


  1. Product details page will show multiple product images. Click on the thumbnail to change image.

  2. To purchase, you can enter the quantity desired and click ‘Add to Cart’



  1. Clicking on the ‘Compare’ button will do a product comparison with other products

  2. Clicking on ‘Wishlist’ button will place product into current session’s wishlist

  3. Clicking on ‘View Store’ button will take buyer to Seller storefront and all of seller’s products





PRODUCT DETAIL TABS

  1. There are 4 Tabs on product detail page

  2. Product Details – Shows full product specifications and details

  3. Reviews – Shows past rating and review of the product

  4. Q&A – Shows all questions and answers between any buyer and seller for this product

  5. Message – This tab will only show the personal dialogue between BUYER and SELLER. That means that if you are a guest, this message tab will be empty. If you are logged in and have spoken to seller before on this product, only your messages will show here, similar to a personal chat thread.



WISHLIST

Image 74 – Shows Wishlist page and functions


  1. Wishlist can be accessed by both Guest and Buyer

Because guest does NOT have an account. The wishlist is captured on a cookie session. Meaning it may be lost. As a buyer, the wishlist is captured on the account. It will be there when you log in on any device.



  1. You are able to click on product to view product details

  2. You can also ‘Add to Cart’ directly from wishlist with quantity 1

  3. Delete the product from your wishlist



HISTORY

Image 75 – Shows History page and functions



  1. History can be accessed by both Guest and Buyer

  2. History will show all viewed product details page by the individual Buyer

Because guest does NOT have an account. The view history is captured on a cookie session. Meaning it may be lost. As a buyer, the view history is captured on the account. It will be there when you log in on any device.



  1. The latest viewed date of the product will be shown on this page

  2. You are able to click ‘Add to Wishlist’ to move product from History page to Wishlist page

  3. Delete the product from your wishlist



PRODUCT COMPARISON



Image 76 – Shows Product Comparison page and functions



  1. As guest or buyer, you are able to do product comparison before purchase.

  2. Compare’ button can ONLY be found on the individual product detail page



    1. *NOTE: System will only allow comparing of products in the same category.

    2. System will only allow you to access the product comparison page only when 2 or more products are selected.



  1. You can compare up to a maximum of 3 products from the same category

  2. Because it is from the same category, you will have a perfect field vs field comparison

  3. You can then click ‘Add to Cart’ button or ‘X’ to delete.



REVIEW CART

Image 77 – Shows review cart page and functions



  1. At the review cart stage, guest and buyer are still able to access it

  2. Select the products to checkout by clicking on the tickbox beside each product

  3. The remaining products will still be available in the cart for future checkouts

  4. You are able to update quantity and delete products on this page.

  5. Click on ‘Checkout’ to go to next step.



CART STEP 2 – ADDRESS

Image 78 – Shows cart step 2 and functions



Every product requires a shipping address even if it is going to the same place. This is to ensure that Buyer can send products to different locations in 1 checkout.



  1. You can add or select a billing address for this purchase

  2. Click on ‘Add New Billing Address’ button to add a new address.



Image 79 - shows add billing address form



  1. Once you fill up the address and click add, click on ‘Return to Checkout’ and it will return to this page with new billing address as an option.



  1. Click on ‘Add New Shipping Address’ button to add a new address.

Image 80 - shows add shipping address form



  1. Once you fill up the address and click add, click on ‘Return to Checkout’ and it will return to this page with new shipping address as an option.



  1. Once you select the shipping address for each product, click ‘Proceed’

  2. System will then calculate the available shipping methods and costing for each product to be shipped.



CART STEP 3 – SHIPPING METHODS

Image 82 – Shows Cart step 3 and functions



  1. Buyer will need to select the desired shipping method on this page

  2. Shipping cost will be added and calculated for final summary checkout page in next step

  3. Exstock has 4 shipment method, and based on pick-up and destination, options availability and price will differ.

    1. [International Priority] – Provided by Fedex.

    2. [International Economy] – Provided by Fedex

    3. [Domestic Service] – Only Singapore to Singapore shipments has Domestic available

    4. [Self-Collection] – Always available regardless of pick-up and destination



  1. Select the shipment option for each product here.

  2. Each product has the option of adding insurance coverage. The cost will be 1% of product price and it will cover 110% of product price, excluding shipment cost and insurance fee.



    1. Example – Product is $1,000, shipment cost is $200.00. Insurance fee will be $10.00. In the event that claim is successful, maximum claim amount will be $1,000 x 110% = $1,100.00 Buyer will still have paid for $200.00 (shipment cost) + $10.00 (insurance fee)



  1. Buyer is able to add memo to this order

  2. Click on ‘Proceed’ to go to last step.



CART STEP 4 – SUMMARY AND PAYMENT

Image 83 – Shows cart step 4 and functions



  1. Page will show a summary of all information entered from step 1 – 3

  2. As Buyer please check and confirm:

    1. Quantity

    2. Price

    3. Addressees

    4. Shipment Method

    5. Insurance

  3. If there are any issues, click on the ‘Back’ button below to make changes from step 1 – 3

  4. If all information is correct, Click on either the Paypal Logo or Alipay logo to make payment online

  5. You will be redirected to the payment gateway

  6. Upon successful payment, you will be redirected back to Exstock website and see the page below

Image 84 - shows successful payment page




PRODUCT MESSAGE

Private message thread regarding specific products between the Buyer & Seller.



Product messages can only be viewed privately between Buyer & Seller. Buyer has to be logged in to view message thread.



ROLES

  1. Buyer

  2. Seller




Image 85 - shows where to enter product message on frontend

Image 86 - shows where to enter product message on dashboard for Buyer / Seller



BUYER SUBMITTING A MESSAGE TO SELLER

  1. Login as Buyer to submit a message to seller

  2. Go to the product detail page of the product you want to enquire

  3. Click on the ‘Message’ tab

  4. You have the option to upload an attachment of up to maximum 5MB

  5. Enter the message you want to send to seller and click on ‘Submit’



BUYER TRACK MESSAGE

  1. Buyer is able to keep track of all the messages he/she has sent to Seller(s).

  2. Login to the dashboard

  3. Click on ‘My Messages’ on the left menu

  4. Ensure that the Message tab is selected

  5. The table will show the message threads posted by the Buyer.

  6. View Incoming Messages: Messages that has last message from Seller (replied)

  7. View All Messages: Messages that has last message from Buyer (sent)

  8. Click on ‘View Thread’ to view full dialogue.




DISPUTE

Buyer Dispute Form - To raise Dispute, Refund & Claim Request)



ROLES

  1. Seller

  2. Buyer

  3. Admin

  4. Accountant



Buyer can raise Dispute, Refund & Claim Request when:

  1. There is no response from Seller after Order accomplishment and after Buyer has sent messages via Message Thread Tool.

  2. Product received is damaged due to shipment/ delivery.

  3. Product received has quality issue (malfunctioning).

  4. Product shipped but has not received.

  5. Seller has insufficient stock.


Seller can raise Refund Request when:

  1. Change of Pickup Address / International "Out-of-Delivery" and "Out-of-Pickup" Area.

  2. Account Closure



BUYER’S ACTIONS


SUBMIT BUYER DISPUTE FORM

  1. Login as Buyer

  2. Click on ‘My Orders’ on the left side menu

  3. Access “Buyer Dispute Form” from 2 Locations.

  4. Order Page:

    1. Click on “Orders” Tab

    2. Click on Order No. Link

  5. Shipments” Tab

Image 91 - Buyer Dispute Form found on orders shipments overview page.



Image 92 - Buyer Dispute Form found on order detail page.


  1. Click “Dispute” link on “Orders Shipment” or “Order Detail” page




Image 93 - Buyer Dispute Form and its fields


  1. Select the appropriate category of dispute type:

NR: No response from seller after order accomplishment and after messages sent

SD: Product received is damaged

PQ: Product received has quality issue

OS: Seller has insufficient stock

SM: Product shipped but has not received



  1. Fill in “Remarks” to make a detail description of the case.

  2. Buyer is requested to upload minimal 3 product images and maximal 8 product images which should at least 750 x 750 pixels and file size less than 5 MB following dispute types: image remark field for describe the uploaded phone, for

      • Product received is damaged or

      • Product received has quality issue (malfunctioning)

    1. Buyer may fill up the “Image Remarks” for detailed describe of uploaded product image.

Image 94 - Buyer Dispute Form with “Product Images”


  1. submit a Buyer Dispute Form

  2. Dispute ticket will be submit to different party base on appendix A: flow chart

  3. After you submit a dispute, all disputes can be found on the orders “Disputes” tab.



  • No response from seller after order accomplishment and after messages sent” will show after buyer has sent a message to seller without his/her response.

  • Product received has quality issue” will show after shipment has been sent.

  • Product received is damaged” will only show after shipment has been sent and order must have insurance purchased.

  • Product shipped but has not received” ” will only show after shipment has been sent after 28 days (base on system setting: Goods Receipt Acknowledgement) and order must have insurance purchased.





BUYER ACTIONS – RECEIVED REPLACEMENT DUE TO “PRODUCT RECEIVED HAS QUALITY ISSUE”

  1. Login as Buyer

  2. Access to “Order Dispute” Tab

Image 95 - Order Dispute Tab



  1. Click “Replacement Received

  2. Click “Yes” to confirm received replacement.

Image 95 - Confirm received replacement.

FLOW A: SELLER HAS INSUFFICIENT STOCK / NO RESPONSE FROM SELLER AFTER ORDER ACCOMPLISHMENT AND AFTER MESSAGES SENT



FLOW B: PRODUCT RECEIVED HAS QUALITY ISSUE



FLOW C: PRODUCT RECEIVED IS DAMAGED



FLOW D: PRODUCT SHIPPED BUT HAS NOT RECEIVED




RATE AND REVIEW

ROLES

  • Buyer

  • Seller

  • Administrator



BUYER ACTION - GOODS RECEIPT

  1. Buyers are to acknowledge shipment goods receipt after seller initiated the shipment process.

  2. Shipments information can be found in page “My Orders” => “Shipments” => “In-Progress/ Delivered”

  3. Before buyer is allowed to review and rate a shipment, buyer MUST acknowledge “Goods Receipt”

  4. To acknowledge “Goods Receipt”, click on “Goods Receipt” link of the shipment.

  1. In “Goods Receipt” popup, click “Confirm on Goods Received” link



BUYER ACTION - REVIEW AND RATE

  1. After clicking on “Confirm on Goods Received” link, system will redirect buyer to “Review and Rate” page

Fields:

  • Product Rating
    Compulsory, click on medallion, one to five

  • Price Rating
    Compulsory, click on medallion, one to five

  • Service Rating
    Compulsory, click on medallion, one to five

  • Packing Rating
    Compulsory, click on medallion, one to five

  • Shipping Raging
    Compulsory, click on medallion, one to five

  • Recommendation
    Compulsory, select one:

    • Highly Recommended

    • Recommended

    • Neutral

    • Do Not Recommended

  • Subject
    Compulsory

  • Review
    Description of the review

  • Images

    • Up to 4 images

    • Minimum 750 pixel x 750 pixel

    • Maximum file size 5MB



BUYER ACTION - EDIT REVIEW

  1. To edit a review given, go to “My Orders” => “Shipments” => “In-Progress/ Delivered” page, and click on “Review and Rate” link

  1. Click on “Edit Review” link in “Rate and Review” popup



  1. In “Review and Ratings” page, only following fields are:

    1. Subject
      Compulsory

    2. Review
      Description of the review

    3. Images

      1. Up to 4 images

      2. Minimum 750 pixel x 750 pixe

      3. Maximum file size 5MB



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