Seller's Guide

ACCOUNT DEACTIVATED

ACCOUNT TRANSFER

PRODUCT MANAGEMENT & LISTING PRODUCTS

FEEDBACK

HELP

QUESTION & ANSWER

SELLER DEPOSIT / MEMBERSHIP / TOP-UP

PRODUCT MESSAGE

ORDER PREPARATION – DOMESTIC DELIVERY

ORDER PREPARATION – INTERNATIONAL DELIVERY

ORDER PREPARATION – SELF COLLECTION

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


SELLER ACTIONS


Deactivate Account


  1. Login as “Seller”

  2. Access “Profile” from left menu

  3. Click “De-activate”


Seller Profile Page


  1. Seller click “Proceed” to accept terms & conditions of account de-activation (IMAGE 17)


Account De-activation confirmation


Seller must clear all outstanding activities before account closure.


  1. Seller will be signed out to remove sell functions on his/her account

  2. Seller will receive an “Outstanding Activities Email” if he / she have outstanding disputes and orders; else seller will directly receive “Deactivate Confirmation Email”.

Sample of “Outstanding Activities Email”


  1. When all outstanding items have been completed, Seller will receive “Deactivate Confirmation Email”. An email and notification will be sent to accountant for deposit refund.


Sample of “Deactivate Confirmation Email”


  1. Deactivate process will await Exstock accountant refund. Upon refunded, seller will receive an “Account closure” email which informed that seller deposit balance had been refunded and account had been completely closed.


Sample of “Account Closure Email”


ACCOUNT TRANSFER

Seller can transfer his/her account to another user. In the event of staff resign, change in staff.


ROLES

  • Seller

  • Administrator


SELLER ACTIONS



TRANSFER ACCOUNT



  1. Login as “Seller”

  2. Access “Profile” from left menu

  3. Click “Transfer”


Seller Profile


  1. Click “Transfer”

Transfer Page


  1. Fill in Transfer Page (IMAGE 22) :

  2. User Name: New user name, current user name is allowed to be used back.

  3. Salutation: New user’s salutation

  4. First name: New user’s first name

  5. Last name: New user’s last name

  6. Company Email: New user’s company email

  7. Click on ‘Transfer Now’

  8. You will be prompted to accept the terms & conditions on a pop-up.

  9. Click “Yes” to confirm transfer account



Confirm message.


PRODUCT MANAGEMENT & LISTING PRODUCTS

  • Administrator is able to create product category template.

  • Seller is able to create and list product in seller’s product management.


ROLES

  • Seller

  • Administrator


ADMINISTRATOR ACTIONS


CREATE PRODUCT CLASSIFICATION



  1. Login as User with “Administrator” access right.


“Product Classification” menu


  1. Access “Product Classification” from left menu

“Product Classification Management” menu


  1. Click “Add” to create a new product classification.

  2. Fill in following fields:

  3. Sequence: Product will be display ascending base on sequence

  4. Classification Name: Product classification name

  5. Click “Create”

  6. New “Product Classification” is created

  7. User will be directed to “Edit” Page

EDIT PRODUCT CLASSIFICATION


User is able to update product classification and add and update sub product classification


  1. Click “Edit” to access “Edit” page

    1. Update Product Classification

      1. Click “Edit”

      2. Access to “Product Classification”

      3. Update all fields accordingly

      4. Click “Submit”


“Product Classification Management” Edit page



    1. Add Sub Classification

      1. Fill in the following fields:

      2. Classification Sequence: Classification Sequence will be display ascending base on sequence

      3. Classification Title






Create Section Templates



  1. Access “Section Templates” from left menu

“Product Classification” Page


  1. Select appropriate “Product Classification”

  2. Select appropriate “Product Classification Type”

  3. Click “Show Template”

“Product Classification” Page


  1. Add “Product Classifications” fields which are requested to be filled in when seller upload product.

  2. Sequence: Field will be shown base on sequence setting

  3. Type Name: Customization fields requested to key in

  4. User is able to create section for particular product type, by adding a new section.

  5. Sequence: Section will be shown base on sequence setting

  6. Section Title

  7. After section is created, user is able to design the “Product” detail in “PRODUCT TEMPLATE” (IMAGE 31)

“Product Template” Page


  1. In product template page, user have to select appropriate “Section”

  2. Fill in:

    1. Sequence: Field will be shown base on sequence setting

    2. Label: Customization field’s name

    3. Mandatory: Whether it is required field.

    4. Placeholder: short hint that describes the expected value of an input field

    5. Field Type:

      1. Single Line Text: Simple input text field, user is able to limit maximum length of input by setting meta data as

        1. ---maxlength=xx *note xx is the length

Sample of Single Line Setting


  1. Static Text: Static label will be display only without and data input

  2. Dropdown List: A select options to seller, user is able to configure three type of values:

        1. Normal selection text: A free flow value is allowed

        2. N.A: For configure N.A default value, user have to set as below

          1. N.A.---DEFAULT---

        3. Others value: User is able to allow seller to fill in other value with maximal length limit as setting below

          1. Others (specify)*---EI_TEXTAREA---300


Sample of Dropdown List


  1. Click “Add New Field”



SELLER ACTIONS


Seller is able manage his / her products in product management page



Add Product

  1. Login as “Seller”

  2. Access “Product Management” from left menu

Product Management Page


  1. Click “Add New Product”

.

Product Adding Page -1


  1. Select appropriate “Product Classification”

  2. Select appropriate “Product Classification Type”

  3. Click “Add Product”


Product Adding Page -2


  1. Seller is requested filled in fields accordingly base on product template defined by Exstock administrator pro

  2. Click “List” or “Save as Draft”

  3. List: Product will be listed immediately, listing will be deducted from seller’s account.

  4. Save as Draft: Product will be save as draft.

  5. Seller will be directed to “Product Detail” page.




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.



general feedback found on the footer of every page.





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]



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






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.



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.









SELLER RESPOND Q&A

Dashboard and My Messages page.


  1. When Buyer submits a Q&A, Seller will receive an email notification as well as a dashboard notification.

  2. Login to the dashboard

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

  4. Ensure that the Q&A tab is selected

  5. Click on view to reply to Buyer

  6. Type the answer and click on ‘Answer’ button.



Dashboard and My Messages page.



SELLER DEPOSIT / MEMBERSHIP / TOP-UP

To make payment for deposit registration, premium membership fee, top-up of credits on Exstock system.



ROLES

  • Seller


DEPOSIT

Shows cart with deposit amount


  1. For Sellers to list products and start selling, they will have to make a deposit payment of $60 upon registration.

  2. When Seller logs in for the first time, he/she will be directed to the Cart page, which can also be accessed by clicking on the cart icon on the top-right.

  3. Deposit cannot be unticked as it is compulsory to make payment for this for Seller to be able to sell

  4. Once Deposit is made, Seller will also automatically receive the free credits.





PREMIUM MEMBERSHIP

Shows where to sign up for premium membership



  1. To be an annual premium member on Exstock, Seller must pay an annual premium of $600.

  2. Signing up for premium member appears on 2 location.

  3. 1 is found on step 3 of the Seller Registration

  4. 1 is found within the Profile page, “Upgrade to Premium” button at the top-right

  5. When you choose to become a premium member, payment will be made via the cart as well.









CREDIT TOP-UP

Shows where to top-up credit on exstock system



  1. Credit on system is used to list and renew product listing

  2. Credit on system will also be used to promoting products

  3. To Top-up credits, click on “Top-Up” button on the left side menu

  4. The Top-up page will show your Deposit Account Balance

  5. Select from the drop-down the amount to top-up

  6. If you select “Others”, a box will appear for you to enter the amount.

The amount entered must be in multiples of $50. Example - $850 (pass) / $880 (error)












CART CHECKOUT

Shows Cart page and functions


  1. Checkout by going to the cart page. Icon is found on the top-right of the page.

  2. Tick the items that you want to check out and make payment.

  3. Items with an ‘X’ means you are able to delete the item from the cart.

  4. Click on either the Paypal icon or the AliPay icon to be redirected to the payment gateway

  5. Follow instructions on payment gateway to make payment

  6. Once payment completed, you will be redirected back to the Exstock website.



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




Shows where to enter product message on frontend

Shows where to enter product message on dashboard for Buyer / Seller



MESSAGE THREAD VIEW

Shows message thread



  1. When Buyer clicks to view message thread, he/she will be taken back to the product detail page, Message tab, where he/she can view the entire dialogue.

  2. Message thread will display the sender’s name and company and date / time of message

  3. Buyer is able to submit multiple messages to Seller without awaiting for a reply.





SELLER REPLY MESSAGE

Shows dashboard and My Messages page.



  1. When Buyer sends a message, Seller will receive an email notification as well as a dashboard notification.

  2. Login to the dashboard

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

  4. Ensure that the Message tab is selected

  5. Click on ‘View Thread’ to see full dialogue

Shows seller view of full message thread



  1. Type your reply in the message box provided and click on ‘Submit’ button.




ORDER PREPARATION – DOMESTIC DELIVERY

Upon Buyer purchase, seller will have to pack the items and create shipping doc(s) on the Exstock system.

ROLES

  • Seller

  • Buyer

  • Logistic Officer (Exstock)

  • Logistic Officer (NNR)



SELLER RESPONSE TO NEW ORDERS



Notifications

Sellers will receive notifications (dashboard and email) once new orders have been placed. New order notifications are listed in “My Notifications” => “Orders & RFQ” page



Order overview

  1. All orders are listed under “My Orders” => “Orders” page



Tabs:

  • In-Progress
    All unfulfilled orders (delivery not completed) are listed here

  • Completed
    Fulfilled (or closed) orders are listed here

Actions:

  • Print e-invoice
    Click on e-invoice link, to print/ download invoice in PDF format

  • Print order
    Click on “Print Order” link to print out order

  • Specify “Schedule Shipping Date”
    Seller MUST specify a schedule shipping date before proceeding to shipment arrangement process

  • Refund
    Seller is able to click ‘Refund’ only for the reason that the product has changed its pickup address. If insufficient stock, seller must message buyer to file a refund.

Schedule Shipping Date must be specified before seller is allowed to proceed any further



ARRANGE SHIPMENT

There are 4 Steps:

  1. Repacking (optional)

  2. Create Shipping Document

  3. Ready for Request to Pickup

  4. Ready for Pickup



REPACKING

  1. Seller can repack multiple items into a single package for easier shipping.

  1. To repack, click on “Create Shipping Doc” link of the order in “My Orders” => “In-Progress” page.

  2. Under order detail page, click on “Repack” button.

  1. Select the product to repack, and specify Length (L), Width(B), Height(H) and Gross Weight for the newly repacked package (Dimensional Weight will be calculated automatically)

  2. Click on “Create Package” to finish repacking

For domestic delivery, the dimension of each package must follow restrictions below:

  • Gross Weight must not exceed 500kg

  • Dimensional Weight = (Length x Width x Height)/5000 must not exceed 500kg











CREATE SHIPPING DOC.

  1. In order detail view, click on “Create Shipping Document” button to create shipping document.

  2. On the next page, which is the order detail view, click on “Create Shipping Document” at the bottom of the page to create shipping document.

  1. Fields marked with * must be specified.

  2. Pick-up Address will be the address that the shipment is residing

  3. Have to tick to add package.

  • Change of pickup country is prohibited

  • For pickup address in Singapore/ China/ USA, change of pickup postal zip code is not allowed

  • If seller MUST change the pickup country, the order will be called off and seller is responsible to initiate a refund for the order

  • For domestic delivery, the dimension of each package must follow restrictions below:

  • Gross Weight must not exceed 500kg

  • Dimensional Weight = (Length x Width x Height)/5000 must not exceed 500kg



  1. After shipping document has been successfully created, the order status becomes “Shipping Doc. Created”





BUYER’S VIEW

Once shipping document is created, buyer will be able to see the shipment details under “Shipments” tab in “My Orders” page





SHIPMENT MANAGEMENT

All created shipping documents are listed under “My Orders” => “Shipments” page

Tabs:

  • In Progress
    All ongoing delivered shipments are listed here

  • Delivered
    All delivered (POD signed/ updated) shipments are listed here

Actions:

  • Request for Shipping

  • Print Shipping e-invoice

  • Print Packing List

  • Edit Shipping Documents

PRINT SHIPPING E-INVOICE/ PACKING LIST

To print out shipping e-invoice/ packing list, user has to specify the letterhead settings. When “Print Shipping e-invoice” or “Print Packing List” is click, a table will be displayed for user to specify letterhead settings:

USING OWN LETTERHEAD

If seller is using his own letterhead, tick “I am using my own letterhead” option, and specify the TOP MARGIN of the printout (in CM)



USING EXSTOCK FORMAT



To use Exstock format of shipping e-invoice/ packing list, seller must specify information to be printed in letterhead section (data is auto-filled in according to seller’s profile details).

Fields:

  1. Company Name
    Registered company name (not editable)

  2. Company Address Line 1/ Company Address Line 2/ Country/ State/ City/ Postal Code
    Company address

  3. Contact Number
    Company contact number

  4. Company Fax
    Company fax number

  5. Company Website
    Company website URL

  6. Company Email
    Company email address

  7. Company Reg. No.
    Company register number



ARRANGE COLLECTION

For domestic delivery, after shipping document is created, seller is able to inform Logistic Officer (Exstock) for shipping company assignment by clicking on “Ready to Pickup”

After “Ready To Pickup” button is clicked, status for the shipment will change to “Pending Pickup”




ORDER PREPARATION – INTERNATIONAL DELIVERY

Upon Buyer purchase, seller will have to pack the items and create shipping doc(s) on the Exstock system.

ROLES

  • Seller

  • Buyer

  • Logistic Officer (NNR)



SELLER ACTION – RESPONSE TO NEW ORDERS

NOTIFICATIONS

Sellers will receive notifications (dashboard and email) once new orders have been placed. New order notifications are listed in “My Notifications” => “Orders & RFQ” page

ORDER OVERVIEW

All orders are listed under “My Orders” => “Orders” page

Tabs:

  • In-Progress
    All unfulfilled orders (delivery not completed) are listed here

  • Completed
    Fulfilled (or closed) orders are listed here

Actions:

  • Print e-invoice:
    Click on e-invoice link, to print/ download invoice in PDF format

  • Print order
    Click on “Print Order” link to print out order

  • Specify “Schedule Shipping Date”
    Seller MUST specify a schedule shipping date before proceeding to shipment arrangement process

  • Refund
    Seller is able to click ‘Refund’ only for the reason that the product has changed its pickup address. If insufficient stock, seller must message buyer to file a refund.

  • Schedule Shipping Date must be specified before seller is allowed to proceed any further



CHANGE OF PICKUP ADDRESS / INTERNATIONAL "OUT-OF-DELIVERY" AND "OUT-OF-PICKUP" AREA / ACCOUNT CLOSURE





BUYER’S VIEW

Once schedule shipping date is updated, the order status in buyer’s view will become “Order processing Shipment Scheduled”

ARRANGE SHIPPING

Steps:

  1. Repacking

  2. Create Shipping Document

  3. Request for Shipping

  4. Ready to Pickup



REPACKING

  1. Seller can repack multiple items into a single package for easier shipping.

  1. To repack, click on “Create Shipping Doc” link of the order in “My Orders” => “In-Progress” page.













  1. Under order detail page, click on “Repack” button

  1. Select the product to repack, and specify Length(L), Width(B), Height(H) and Gross Weight for the package (Dimensional Weight will be calculated automatically)

  2. Click on “Create Package” to finish repacking

  • For international delivery, the dimension of each package must follow restrictions below:

    • Length x 2 x (Width + Height) must not exceed 762cm

    • Length must not exceed 302cm

    • Width must not exceed 178cm

    • Height must not exceed 178cm

    • Gross Weight must not exceed 1000kg

    • Dimensional Weight = (Length x Width x Height)/5000 must not exceed 1000kg






CREATE SHIPPING DOCUMENT

  1. To create shipping document, click on “Create Shipping Doc” link of the order in “My Orders” => “In Progress” page.

  2. On the next page, which is the order detail view, click on “Create Shipping Document” at the bottom of the page to create shipping document.

  1. Fields marked with * must be specified.

  2. Pick-up Address will be the address that the shipment is residing

  3. Have to tick to add package.

  • Change of pickup country is prohibited

  • For pickup address in Singapore/ China/ USA, change of pickup postal zip code is not allowed

  • If seller MUST change the pickup country, the order will be called off and seller is responsible to initiate a refund for the order



  • For international delivery, the dimension of each package must follow restrictions below:

    • Length x 2 x (Width + Height) must not exceed 762cm

    • Length must not exceed 302cm

    • Width must not exceed 178cm

    • Height must not exceed 178cm

    • Gross Weight must not exceed 1000kg

    • Dimensional Weight = (Length x Width x Height)/5000 must not exceed 1000kg




  1. After shipping document has been successfully created, the order status becomes “Shipping Doc. Created”





BUYER’S VIEW

After seller has successfully created shipping document, the shipping document will be listed in “My Orders” => “Shipments” page



SHIPMENT MANAGEMENT

All created shipping documents are listed under “My Orders” => “Shipments” page

Tabs:

  1. In Progress
    All ongoing delivered shipments are listed here

  2. Delivered
    All delivered (POD signed/ updated) shipments are listed here


Actions:

  1. Request for Shipping

  2. Print Shippinig e-invoice

  3. Print Packing List

  4. Edit Shipping Documents

PRINT SHIPPING E-INVOICE/ PACKING LIST

To print out shipping e-invoice/ packing list, user has to specify the letterhead settings. When “Print Shipping e-invoice” or “Print Packing List” is click, a table will be displayed for user to specify letterhead settings:

Using own letterhead

If seller is using his own letterhead, tick “I am using my own letterhead” option, and specify the TOP MARGIN of the printout (in CM)



Using Exstock format

To use Exstock format of shipping e-invoice/ packing list, seller must specify information to be printed in letterhead section (data is auto-filled in according to seller’s profile details).

Fields:
  1. Company Name
    Registered company name (not editable)

  2. Company Address Line 1/ Company Address Line 2/ Country/ State/ City/ Postal Code
    Company address

  3. Contact Number
    Company contact number

  4. Company Fax
    Company fax number

  5. Company Website
    Company website URL

  6. Company Email
    Company email address

  7. Company Reg. No.
    Company register number



REQUEST FOR SHIPPING

When then shipment is ready to ship, click “Request for Shipping” button to initiate the shipping process.

After “Request for Shipping” has been confirmed by seller, the status of the shipment will change to “Shipping Request”

Seller should wait for AWB been uploaded by Logistics Officer (NNR) to proceed further.



BUYER’S VIEW

Shipment status changed to “Shipping Requested”

Logistic Officer (NNR)’s view

Logistic Office (NNR) will receive notifications (dashboard and email) once seller confirmed “Request for Shipping”

Shipments “Request for Shipping” are listed in “Manage Shipments” => “Job Received” page



Tabs:

  1. Job Received

    • International Shipping
      Shipments that sellers have “Request for Shipping” and not processed

  2. Job Assigned

    • International Shipping
      Shipments that sellers clicked “Ready To Pickup” and not yet delivered

  3. Job In-Progress (not applicable to international shipping)

  4. Job Completed

    • All delivered shipments (domestic/ international)

To process international shipping jobs, click on “Download IN file” (a copy of IN is attached in the notification email) , register the shipment in FeDex system by uploading the IN file.

Once the registration is completed, upload the OUT file and AWB generated from FeDex system by clicking on “Upload Documents”

  • OUT file and AWB (multiple files) can be uploaded at the same time

  • OUT file and AWB are compulsory





PROCESS AWB

  1. Seller will receive notifications (dashboard and email) once Logistic Officer (NNR) uploaded the required AWB files (in PDF format)



  1. Uploaded AWB will be listed along side with shipment information, in page “My Orders” => “Shipments”





  1. Seller is to download ALL AWB files and print out before requesting FeDex for pickup



ARRANGE COLLECTION

  1. To request for pickup, click on “Ready To Pickup” button

  1. After “Ready To Pickup” button is clicked, status for the shipment will change to “Pending Pickup”, and the status of the shipment will be updated automatically as shipment status from FeDex updated.

  • Once the shipment is delivered (updated by FeDex), the shipment will be listed in “My Orders” => “Shipments” => “Delivered” with the status of “Delivered”

  • Delivered” is the final status of an international shipping package

BUYER’S VIEW



After Logistic Officer (NNR) uploaded AWB files, the AWB (tracking number) of the package will be listed. After seller clicked on “Ready to Pickup”, status for the shipment will change to “Pending Pickup”, and the status of the shipment will be updated automatically as shipment status from FeDex updated.

  • Once the shipment is delivered (updated by FeDex), the shipment will be listed in “My Orders” => “Shipments” => “Delivered” with the status of “Delivered”

  • Delivered” is the final status of an international shipping package




ORDER PREPARATION – SELF COLLECTION

Upon Buyer purchase, seller will have to pack the items and create shipping doc(s) on Exstock system.

ROLES

  • Seller

  • Buyer



SELLER ACTION – RESPONSE TO NEW ORDERS

NOTIFICATIONS

Sellers will receive notifications (dashboard and email) once new orders have been placed. New order notifications are listed in “My Notifications” => “Orders & RFQ” page



ORDER OVERVIEW

All orders are listed under “My Orders” => “Orders” page

Tabs:

  • In-Progress
    All unfulfilled orders (delivery not completed) are listed here

  • Completed
    Fulfilled (or closed) orders are listed here

Actions:

  • Print e-invoice:
    Click on e-invoice link, to print/ download invoice in PDF format

  • Print order
    Click on “Print Order” link to print out order

  • Specify “Schedule Shipping Date”
    Seller MUST specify a schedule shipping date before proceeding to shipment arrangement process.

  • Refund
    Seller is able to click ‘Refund’ only for the reason that the product has changed its pickup address. If insufficient stock, seller must message buyer to file a refund.

  • Schedule Shipping Date must be specified before seller is allowed to proceed any further



BUYER’S VIEW



Once schedule shipping date is updated, the order status in buyer’s view will become “Order processing Shipment Scheduled”.



ARRANGE SHIPPING

There are 3 Steps:

  1. Repacking (optional)

  2. Create Shipping Document

  3. Ready for Self-Collection

REPACKING

  1. Seller can repack multiple items into a single package for easier shipping.

  1. To repack, click on “Create Shipping Doc” link of the order in “My Orders” => “In-Progress” page.

  2. Under order detail page, click on “Repack” button.

  1. Select the product to repack, and specify Length(L), Width(B), Height(H) and Gross Weight for the newly repacked package (Dimensional Weight will be calculated automatically)

  2. Click on “Create Package” to finish repacking



CREATE SHIPPING DOCUMENT

  1. To create shipping document, click on “Create Shipping Doc” link of the order in “My Orders” => “In Progress” page.

  2. On the next page, which is the order detail view, click on “Create Shipping Document” at the bottom of the page to create shipping document.

  3. Fields marked with * must be specified.

  4. Pick-up Address will be the address that the shipment is residing

  5. Have to tick to add package.

  • Change of pickup country is prohibited.

  • For pickup address in Singapore/ China/ USA, change of pickup postal zip code is not allowed

  • If seller MUST change the pickup country, the order will be called off and seller is responsible to initiate a refund for the order



  1. After shipping document has been successfully created, the order status becomes “Shipping Doc. Created”



BUYER’S VIEW


After seller has successfully created shipping document, the shipping document will be listed in “My Orders” => “Shipments” page

SHIPMENT MANAGEMENT

All created shipping documents are listed under “My Orders” => “Shipments” page

Tabs:

  1. In Progress
    All ongoing delivered shipments are listed here

  2. Delivered
    All delivered (POD signed/ updated) shipments are listed here

Actions Available:

  1. Ready for Self-Collection

  2. Print Shipping e-invoice

  3. Print Packing List

  4. Edit Shipping Documents



Print Shipping e-invoice/ Packing List

To print out shipping e-invoice/ packing list, user has to specify the letterhead settings. When “Print Shipping e-invoice” or “Print Packing List” is click, a table will be displayed for user to specify letterhead settings:

Using own letterhead

If seller is using his own letterhead, tick “I am using my own letterhead” option, and specify the TOP MARGIN of the printout (in CM)



Using Exstock format

To use Exstock format of shipping e-invoice/ packing list, seller must specify information to be printed in letterhead section (data is auto-filled in according to seller’s profile details).

Fields:

  • Company Name
    Registered company name (not editable)

  • Company Address Line 1/ Company Address Line 2/ Country/ State/ City/ Postal Code
    Company address

  • Contact Number
    Company contact number

  • Company Fax
    Company fax number

  • Company Website
    Company website URL

  • Company Email
    Company email address

  • Company Reg. No.
    Company register number



ARRANGE COLLECTION

For Self-Collection shipping method, after shipping document is created, seller is able to arrange “self-collection” by clicking on button “Ready for Self-collection”

Shipment status will change to “Pending Pickup”

BUYER’S VIEW

Shipment status will become “Ready for Self-Collection”

COMPLETING SHIPMENT

All “Pending Pickup” shipment, will be listed in “My Orders” => “In-Progress”

  • Upload POD – Once the shipment has been collected, seller MUST upload POD to complete the shipment (click on “Upload POD”)

Compulsory Fields

  • POD Date - Date the POD is signed

  • POD - A scanned copy of POD in PDF format (maximum 5MG) MUST be uploaded

  • To complete the shipment, click on “Mark Delivered”

Once the shipment has been “Mark Delivered”, the shipment will be listed in “My Orders” => “Shipments” => “Delivered” page



BUYER’S VIEW

Buyer will see the shipment as “Delivered” under “My Orders” => “Shipments” => “Delivered”




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



SELLER’S ACTIONS


SELLER ACTIONS- BUYER DISPUTE TICKET WITH TYPE “PRODUCT RECEIVED HAS QUALITY ISSUE”



  1. For above dispute, Seller will receive email notification after dispute has been submitted by buyer.

  2. Login as Seller

  3. Access “Buyer Disputes” from left menu

Disputes Management Page





  1. All “Product received has quality issue” disputes will be shown under this “Disputes Management Page”

    1. Status:

      • Pending Seller Response: new submitted “Buyer Dispute Form” that is pending seller response. Please click on “Edit” to update case.

      • Product Quality Issue Sending Replacement: Seller decided to send replacement, which ticket is pending buyer acknowledge on Replacement Goods Receipt.

    2. Click “Edit” for update ticket status

    3. On page (IMAGE 97), Seller selects Refund or Replacement.

    4. Refund: Ticket will be sent to Accountant for refund.

    5. Replacement: Seller decided to replace a new product to buyer, once replacement is received, buyer is to manually acknowledge on Replacement Goods Receipt.







Buyer Dispute Form”



SELLER ACTIONS – RAISE REFUND REQUEST



Seller can raise refund request when

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

  2. Account Closure



  1. Login in as Seller

  2. Access from “Orders” left menu.

  3. Click “Order”

  4. Click “Refund” link at right hand side


“Refund” Link at “Orders” Page

  1. Select the appropriate category of dispute type:

      • CA: Change of Pickup Address / International "Out-of-Delivery" and "Out-of-Pickup" Area

      • AC: Account Closure

  • Account Closure only show after seller account is closed



Seller Dispute Form



  1. Fill in the detail information in “Remarks”

  2. Submit a Seller Dispute Form

  3. Order will move to “Dispute” Tab

  4. Accountant will receive a refund request email and notification.








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



SELLER ACTION – REQUEST REMOVE REVIEW

  1. Sellers are allowed to file a request to remove inappropriate reviews.

  2. Seller to view product page, under “Review” tab, there is a “Request Remove Review” link

  1. And submit request



ADMINISTRATOR VIEW

  1. Once seller submitted request to remove review, administrator will receive notifications (dashboard and email)

  1. List of request to remove review is listed under “Message Centra” => “Review Removal”



  1. Click on “Edit” link of the request, to take action, to Approve or to Reject

  1. Click on “Approve” or “Reject” to process the request. “Comments” is optional, for internal reference.

  • Removed reviews are only HIDDEN in product detail page (under “Reviews” tab)

  • Rating removed is still contributes to seller’s/ product’s overall score







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