Updated: April 01, 2023

Selling on Marketplace™

Overview

Now that you have read your Poppayai seller agreement and associated policies and guidelines, we want to give you the additional information that is key to selling successfully on Poppayai.com Marketplace™

We find that new Selling Partners on Poppayai.com Marketplace™ often bring with them their experiences with other selling services and assume that all seller services work the same. They might think that there’s no need to pay much attention to the details in your seller agreement and the program policies and guidelines. As a result, we receive communications from Selling Partners that begin with “I didn’t know I was supposed to…”.

We don’t want you to find yourself in that position, so we are presenting you with some of the things that are most commonly overlooked by new Selling Partners.

Your Poppayai.com Marketplace™ vendor account

Things to know

• You may only maintain one Seller Central account for each region in which you sell unless you have a legitimate business need to open a second account and all of your accounts are in good standing.
• You can help build customer trust in your business by providing clear and detailed information about your policies.
• Take into account that your return policies must be at least as favorable to buyers as Poppayai’s return policies. See the Customer Service section at the bottom of this page for more information.

Things to do

• Provide the store name which act as your actual business name that will be displayed on Poppayai.com Marketplace™ so that customers remember your company.
• Provide any one of the following KYC identity documents such as; Passport Photography, Driver’s License, NIN, Student ID, or Staff ID.
• Make sure your business contact information is current (email and phone number, if available) so that we can contact you, if necessary.
• Keep credit card and bank account information current for payments and settlements.
• Provide shipping and return policies to help build customer trust.
• Describe any gift messaging and gift wrap services that you might offer.
• Upload your logo to your vendor account — your storefront logo image must be exactly 120 x 30 pixels.
• Only enter company information specific to how you manage your business on Poppayai.com Marketplace™

Things to avoid

• Including website URLs in product feeds, business names, or other company information that might refer customers to your website or a third-party website.
• Copying product images from other platforms that may be copyrighted.
• Including direct contacts to lure customers out of the platform.

Listing products on Poppayai.com Marketplace™

Things to know

• Listing products in the right categories and with the correct information is critical for good customer experience and strong vendor/seller performance.
• Withdrawal exchange rates vary depending on the bank rate provided by the country’s Government authorities.
• Listing rates for USD vendors are at ($1USD) on the Poppayai.com Marketplace™
• Listing rates for NGN vendors is at ($1USD/N809.68NGN) only on the Poppayai.com Marketplace™
• Poppayai customers expect their products to be well-packaged and to arrive on time. 
• Arrival time should not be greater than 35 days.
• Product detail pages do not belong to a single vendor. The product title, image, and details must be specific to the product itself, not to any individual product or seller promotions. 
• Ensure that the product detail page outlines any additional items that are essential to the function of the product.
• Set up your shipping rates, sale pricing, and discounts in the Poppayai.com Marketplace™ vendor account; don’t include any of this information in your product listing details page.

Things to do

Product titles

• Provide information about the specific product only.
• Keep it short, but include critical information.
• 200 characters maximum, however, we recommend fewer than 80 characters.
• Start with the product brand where appropriate and not the seller.
• Include a model number, when available.
• Use only plain text (no HTML formatting).
• Pay attention to correct capitalization.
• Use numerals (“2” instead of “two”).

Images

• Show only the product that is for sale, with no accessories — what the buyer will actually receive.
• Use a pure white background (RGB values of 255,255,255).
• Avoid blurry pixelated images. The product and all its features must be clearly visible
• Provide images with 1,600 pixels or larger on the longest side.
• The product must fill at least 85% of the image area.
• The image format must be JPEG (.jpg), TIFF (.tif), or PNG (.png). JPEG is preferred.
• Use professional photographs.

Things to avoid

Product titles

• Marketing information, promotions, or any other information that is not descriptive of the product itself (for example, “x% off”, marketing messages, seller URL, or seller name in the title, promotional phrases, such as “free shipping”, “100% quality guaranteed”).
• Selecting a category for your product that does not match the existing Poppayai catalog tree.
• HTML code
• ALL CAPS
• Symbols (! * $ ?)

Images

• Showing accessories and props that are not sold with the product.
• Lifestyle pictures for the main image show, for example, people using the product.
• A single image displaying multiple colors or views of the product.
• Colored backgrounds.
• Graphics, illustrations, or animated images are not allowed.
• Borders, watermarks, text, URLs, seller logo, or name on the images.
• Mannequins.
• Line drawings or artistic representations.

Customer orders

Things to know

• When you set up your vendor account, you will find information about shipping expectations that you should integrate into your order and fulfillment processes. You are also required to confirm with Poppayai after shipping your orders. This enables us to inform customers about their order progress and charge their payment method for the purchase.
• You must confirm to Poppayai that you have shipped the product to be able to receive payment. This confirmation will also trigger Poppayai’s shipment confirmation email to the customer and will set the expectation for the estimated delivery date.
• You are required to ship media products below *0.1kg, and 0.8kg within 2-7 business days. Non-media products must be shipped by the shipping availability date you specify.
• Ship product(s) only described by the Product Detail Page. Inclusion of any additional product or items in shipment to the buyer that is not described in the Product Detail Page is prohibited and may lead to the deactivation of your Vendor account.

Things to do

• Review your default shipping settings and customize them to fit your fulfillment model.
• Check your vendor account daily for new orders.
• Schedule order reports to track orders and order information.
• Submit your bank account details for on-time payments.

Things to avoid

• Including any marketing or promotional materials within the packing materials.
• Relying only on email notifications — emails can get lost or be deleted.

Customer service

Things to know

• Poppayai will provide all the order and shipping emails to customers; you must not send order or shipment confirmation emails. This is to avoid conflicting messaging or confusion for the customer. Remember that selling on Poppayai requires less communication by you to customers, since much of the process communication is handled by Poppayai Customer Support Center (PCSC)
• You must not market or advertise to Poppayai customers, nor divert them in any way from the Poppayai sales process. Follow this even during permitted communications, such as when responding to buyer inquiries about your products or their orders.

Things to do

• Fulfill all orders within the promised lead time and shipping windows and ship exactly what you listed for sale. Shipping time(Min.24 hours to Max.35 days).
• Clearly explain your shipping, return, and refund policies and processes, along with other pertinent information on your About page.
• Do not send communications to customers other than as necessary for order fulfillment and related customer service specified to your brand only.
• Respond promptly to buyer questions about the status of their order but do not circumvent them.
• Note that customers have come to expect the same level of customer service from sellers that they receive from Poppayai. If you don’t meet that standard, you may have to deal with some unsatisfied customers.
• Be courteous and patient with customers when they request information, returns, or refunds.

Things to avoid

• Bribing customers for positive feedback and reviews.
• Use customer communications for marketing purposes, or direct buyers to your own website or a third-party website in your emails.
• Delaying customer’s requests and orders
• Delaying customer replies