IT'S OKAY TO DON'T KNOW EVERYTHING
Welcome to Forstep Style's Help Center for sellers. We are happy you are here. This is perfect place for you to learn more about selling on our marketplace and most important, to learn how to deal with most common questions from other sellers like you.
Forstep Style is an online fashion e commerce marketplace that provides business-to-consumer sales services via web portal. Forstep Style is B2C e commerce platform which supports new and emerging brands, fashion designers, artists, independent boutiques as well as medium businesses to sell products directly to foreign consumer from anywhere, everywhere.
Opening a store on Forstep Style marketplace is FREE and EASY.
There are NO monthly fees, NO subscriptions and NO listing fees.
We automatically take 15% of the sale price for each transaction made on Site + standard bank processing fee of 2.5%.
First, please see our polices to make sure that Forstep Style is the right platform for your business.
To create a new, vendor account on Forstep Style Marketplace, follow the instructions below:
- Create a new account here.
- Fill out the necessary form. You cannot end the process before filling in the required information in the form. You may change this information later on from your seller dashboard.
- Make sure to check “I am vendor” and click “Register”,
Your seller account should be automatically approved. Any failure to follow our email instructions within a reasonable time frame will result into closing your seller account.
Currently, only professional sellers (companies) can sell on Forstep Style online fashion marketplace.
If you are individual, unfortunately, you cannot sell your products on our marketplace.
But, if you are small or medium company, you may apply to sell by creating a vendor account here.
NOTE: If you are still interested to learn the conditions for opening a shop on Forstep Style marketplace, please email us at [email protected] with subject “vendor application”. Our average response time is within 24 hours and we try our very best to help sellers out quickly.
To open a shop on marketplace, you must be professional seller (company) selling new and unworn clothing, bags, shoes, accessories or jewellery.
- A shop must have at least 10 – 50 product listings at all times (including reasonable amount of stock quantity and more then 3 different item images per listing);
- A shop must have set up a worldwide shipping prices, as well as good written return & refund policy;
- To make a withdrawal, you must set up your payment (who we should send the founds to); Failure to do so will result into keeping your founds to our bank account and closing the payment (payment not released to you).
- To use our services, you are agreeing to all our Terms & Conditions.
Also, we absolutely love seeing great photography on Marketplace. We know that our shoppers get inspired by beautiful imagery (which can drive more sales to you), plus it helps to build your brand identity and emphasises how amazing your product is, too. Quality shop imagery is really important to Marketplace and is a key sales driver to take a look at the photography guide here.
NOTE: Failure to follow all of the instructions above could result in your shop being removed from the Site. For any further assistance regarding your shop, contact us at [email protected] .
We’ll try our best to help you out with anything.
No, they are not tied into strict formal contract with us.
Forstep Style is an online fashion marketplace, specialised in selling street wear and vintage – chic fashion online. At Forstep Style, professional sellers from anywhere can sell fashion to anyone, including clothing, shoes, bags. accessories for both women and/or men.
Everything listed on Forstep Style must be unworn and brand new. If you sell handmade goods, you must be able to demonstrate that your goods are in accordance with our company polices and are made or designed by you.
If you are selling goods on Forstep Style online fashion marketplace, you agree or officially stating that:
- All published listings are available for purchase (finished and/or custom made);
- Each published listing has a set price;
- Each listing has an up-to-date variation (multiple colour and sizes from one single item);
- You will create the good for a specific number of business days which are clear in your description (If your item required custom work);
- If you are using photographs of your work with options for customisation (changes in colour, design, model or materials) included in the listing, it is clear in your description that photographs on the screen are just examples;
- If you drop ship, you should keep your listings up to date;
- You should keep your seller account updated.
Adding your listings is now easier then ever!
Especially if you are running a WordPress Site as a more flexible variant.
Our marketplace new feature allows our sellers to export and import products from front in .xml and .csv format directly to their shop at Forstep Style Marketplace.
Forstep Style Export/Import feature allows you to export or import your products along with its details. It supports .xml and .csv format and uses standard WordPress export and import API. So you can use your product data in any WordPress and Woo Commerce compatible site.
This add-on will allow you to export and import/create products in bulk from any WooCommerce compatible site anytime you want. This will enrich your business with us by offering you the possibility to start selling on marketplace with lesser pain.
Moreover, you can use this feature to quickly take a backup of your products and data. Or you might need to copy or transfer the same data to a similar marketplace.
The add-on is simple, probably simpler than the WordPress Export interface. This feature is not compatible for Shopify users.
All products on Forstep Style marketplace are sold by third party sides who are selling brand new items, offer certain guarantees and are verified by Forstep Style online fashion marketplace.
Any failure to do so will result into suspending your vendor account without prior notice.
Everything listed on Forstep Style must be unworn and brand new. If, for any reason, we suspect that you are not following our selling rules – we may permanently close your seller account.
Please read and understand our policies before listing or buying items on the Site. Follow our guidelines and review our examples so you know beforehand what you can and can’t sell on Forstep Style Marketplace.
The list of prohibited and restricted items below covers items you can list under certain conditions, and items that we don’t allow at all.
- Clothing used (especially Bathing suits, Bras, Pantyhose, Spandex, Wrestling singlets, Vintage undergarments, as long as they are not modeled or recently worn)
- Adult Only Category and Mature Content (Forstep Style online fashion marketplace defines mature content as depictions of male or female genitalia, sexual activity or content, profane language, violent images (within reason), and explicit types or representations of taxidermy)
- Stolen Property
- Gift Cards ( For stores or companies going through bankruptcy or going out of business, you can list their gift card only if it’s still being accepted as a form of payment. If there’s an expiration date, be sure to specify it in your listing.
- Alcohol, cigarettes and any kind of drugs.
- Worn clothes, accessories or used beauty products
- Animal Products and Human Remains (Live animals, goods created using any animal species designated as threatened, goods made from cat and dog parts or pelts, bones, ivory and goods made from human remains, except for teeth and hair)
- Dangerous and violent goods (guns, blatant weapon, knives and Imitation weapons that look real or are prohibited )
- Any type of product which is not under fashion, accessories and beauty category.
After creating a vendor account, you should be contacted by your personal shop assistant to help you out with everything to get started.
Your assistant will provide you everything you’ll need to know to get started with selling (+ tips) including how to upload your first listings, how to set up shipping prices, how to set up your payment and so on.
To learn how to customise (edit) your shop appearance on our marketplace, see this video.
Feeling stuck? Email us at [email protected] We will try to assist you as soon as possible.
All new vendors are automatically redirected to the vendor verification wizard. However, you may skip this process and do later on.
But why verification is important for your? The verified badge you’ll get means that all your public provided data on the Site (business address, phone number, social media links, email ) are real and genuine, so customers will know that they are buying from trusted seller on marketplace. This may result into more sales and positive rating for your business on Forstep Style.
1. If you are posting any relevant content on your Social Media accounts be sure to tag @forstepstyle or to feature your link in your bio on Instagram or Twitter.
2. Please be advised that the best way to get noticed on our marketplace, however, is to ensure that you have an excellent boutique set up and have the best product imagery that you can possibly have. It is great to try to develop a brand identity through your imagery. Great imagery gets featured around the site (and on our social media feeds as well) as we want to present the best to our customers.
3. Please ensure that you maintain great customer service and keep your feedback rating as close to 100% as possible; customers are more likely to shop from a boutique that have a high rating and offers great service and this is why the feedback rating is so important
To help ensure that your shopping experience is safe, simple and secure Forstep Style uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the URL field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.
If you’re looking for more help or have a question to ask, please contact us as [email protected]
If you are a seller and you’d like to use your business here to engage in charitable fundraising on behalf of a recognised, tax-deductible charitable organisation, you must receive the appropriate consent from the charitable organisation.
Also, seller must clearly state in the product description form all the necessary donation information regarding seller’s donation call.
NOTE: Each listing going toward charity must represent a tangible item for sale. Listings cannot be created solely for the purpose of transferring money. As a transaction the buyer must receive something back for their purchase. Forstep Style cannot verify donations.
For more information regarding this topic, please write to us at [email protected].
To register a seller account here at Forstep Style Marketplace, do the following::
- Click “Sign Up” in the upper right corner;
- Fulfil required registration information and mark “I am a vendor”
- Agree to our “Terms & Conditions” and click “CREATE AN ACCOUNT” and you are done.
After you’ve successfully create your seller account, you will go through a simple verification process which is a step by step wizard that will help us review and verify your business on marketplace. Of course, you may skip this step and do later.
Then, you may start with adding your first listings. PLEASE NOTE THAT YOU WILL NOT BE ABLE TO MAKE A WITHDRAWAL AS LONG AS YOUR PAYMENT INFORMATION AREN’T SET UP. ALSO, CUSTOMER MAY NOT BE ABLE TO CHECKOUT IF YOU HAVEN’T ADDED WORLDWIDE SHIPPING PRICES FROM YOUR SELLER DASHBOARD.To avoid such inconveniences, please update your payment and shipping information as soon as possible.
TIP: Do you have a WordPress website? If yes, uploading your listings ( including real inventory, SKU, prices, variations, attributes) is now easier than ever. Simply, import all of your listings DASHBOARD – PRODUCTS and you will be able to start selling right away.
Of course you can create a vendor account with any name, sure name, email address and/or shop name as you want.
However, when it comes to your email, we strongly recommend to enter an email address that you most frequently use to handle customer requirements.
When registering a seller account on Forstep Style marketplace, you are required to provide us real and genuine business information such as shop name, email, address (the one you will receive your orders), phone number and other information as required in our Terms & Conditions for sellers.
For more information regarding this topic, please email us at [email protected]
If you have forgotten your password, do not worry. Please click “Forgot your password” to reset a new one and check your email. In some cases, it may take up to 10 min so please have a patience before asking for our assistance.
The notification email may have been sorted to your spam box. You are advised to check your spam box.
Note: For Gmail users: By default, Forstep Style emails may get into the Updates and/or Promotions tab in Gmail. So please check your Promotions and/or Updates tab (s) for the download links and follow these instructions to make sure other important info from Forstep Style marketplace is delivered to your main inbox.
For Yahoo!, Hotmail and AOL users: Yahoo!, Hotmail and AOL are using overly strong spam-blocking filters that are very likely to stop you from receiving our emails. Please set up your spam filters to allow mail from the @forstepstyle.com domain to get download links or purchase information from us.
For further assistance, email us at [email protected]
You may meet the following issues when you register:
1. Your email address has been already registered as a member ; Please change another email address to set up your seller account. Or you can use the existed email address to retrieve your password.
2. Your Contact Name is not in English. If certain letters of your name contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter “?” to “c”.
3. Try to clear your browser cache.
To Log In into your account successfully, please ensure the correct registered email address (or Member ID) and password. Also, check if your keyboard’s Caps Lock light on, check the language bar and also make sure there are no extra blank spaces in the password.
If your registered email address and password are correct and you are still unable to sign in successfully, please follow the below steps to set your browsers:
- Check if your browser if you have blocked Third-party Cookies option. If the Third-party Cookies option has been blocked, please enable it ;
- Please be advised to delete cookies.
- In certain circumstances, we reserve the right to change your password or suspend your seller account without any prior, if for any reason, we suspect that you have suspicious seller account, history portfolio or need to update store data from our backend. In such cases, you will get automatic email notification from us.
Don’t worry, this thing are often happening to us.
To set up new password, click “Forgot your password“ from here and to reset it.
If you are already log in, and want, for any reason to change your current password – follow the instructions to enter a new password for your shop:
1) My account
2) Edit My Account
3) Change password
4) Click “Save Changes”
Yes, but only if you are using different email addresses, payment info, usernames, passwords and different shop url for each one.
We understand that some of our sellers are having more then one online clothing brands, so we currently enable that feature.
To change publicly displayed information such as your shop name, shop address, phone number, email, take the following steps:
1) Sign in to Forstep Style at https://www.forstepstyle.com/my-account/ ;
2) Go to Dashboard;
3) Go to Settings;
3) Choose the section you want to modify and click “Update Settings” .
- Don’t use fax or pager number as your telephone number
- If you want to change your email address, you need access to the new email address to complete the process. The new address takes effect immediately.
- Email addresses that automatically forward to another email address may cause emails from us to be blocked or sent to your junk mail folder.
Before taking imitate step, please note that you may not further receive important announcements, tips and updates related to your shop on our marketplace. We are giving our best to serve you with the best content and tips of how to make the most out of selling on our marketplace.
However, here is the simplest procedure to unsubscribe Forstep Style email services for users:
1. Find out one promotional email that you have received from us;
2. Click “unsubscribe“ as the bellow page.
PS: To ensure the best experience for our seller, we may store your vendor email in more then one email listings in our data, so please send us an email at [email protected] to make sure that your email will be completely removed from all email listings.
Thank you for your understanding.
In such cases, immediate step must be taken by your side by enter your new address as fast as possible.
Why? If customer recently purchased an item from your shop on our marketplace, and wish to return it, he will probably send the item back to the address you have publicly provided.
Also, you may end up loosing the money under the Money Back Guarantee Program for customers.
To prevent such case, go to your seller dashboard – settings -store – change address 1 and 2 – Update changes.
To verify that your account is active for selling, you must associate a payment information with your store.
If you’ve changed, replaced, moved or haven’t set up your business bank account (charge account), immediate step must be taken by your side.
To update your payment details, login to your seller dashboard – settings – payment.
You may associate a Pay Pal account as well.
Sellers will get automatic email notification for every new order made. You should receive a no-reply message from Forstep Style instantly after an order. Your order notifications will be sent to your linked email.
To view and manage your orders, go to:
- Your seller dashboard;
- Click the order you want to update (change order status or send tracking code associated with the order).
Seller should view and fully manage their order status from the order listing.
Once you receive an order, your status automatically goes to “PENDING”. Once confirmed shipment received, and the 14 Days Buyer Protection Program ends – you should change your order status to “COMPLETE”.
NOTE: DO NOT CHANGE ORDER STATUS TO COMPLETE BEFORE CONFIRMING ORDER RECEIVED. ANY FAILURE TO DO SO MAY RESULT INTO ACCOUNT AND LISTING SUSPENSION WITHOUT PRIOR NOTICE.
You can track the shipment of the product that you are selling and send your customers order tracking code.
To send your customer tracking code, navigate to Seller Dashboard → Orders → Click on the order you want to add shipment tracking.
At the bottom of the Order, you will find a button titled ‘Tracking Number’. Fulfil the necessary information and click send. This message will be immediate sent to your customer inbox.
Order page displays the order detail in list. This page shows order number, order total amount, order status, customer details, order date and order action. You can view order farther details, manage order status, and delete order from order action.
You can filter the orders by Date. Besides that, you can also export the order list into excel or pdf.
- Set a strong and secure password
* Use a combination of letters or numbers (e.g. fmea35pfo667, with no spaces between)
* Use multiple words and numbers without spaces (e.g. improvemyaccount895)
* Never use single words that can be found in any dictionary (e.g. manager or business)
* Never use personal information others can easily obtain or guess e.g. your name, sure name, or birth date
* Never use your email address as the password
* Never use common passwords (e.g. 123456 or ABCDEF)
- Sign in to Forstep Style marketplace regularly
- Try to be cautious when you receive requests for private or sensitive information
Never click on links in emails to access your Forstep Style shop if you suspect the message might not be from us. Avoid filling out forms in email messages or respond from costumer requests that ask for your personal information, such as your credit card information. Most sign-in pages can be identified by addresses that begin with https://login.forstepstyle.com/
To close your seller account (store) at Forstep Style Marketplace, follow the steps below:
- Email us at [email protected]
- Ask as to shut down your seller account.
NOTE: Before closing your store, please withdraw all the funds from your associated charge account . Otherwise, we are not responsible for founds taken by our side without any permission. Also, all of your orders must have status completed.
*Please write a reasonable reason why you want to take this final step. This will help us improve our service in future.
Yes, you can, but if you have clear history portfolio on the site.
PAYMENT & WITHDRAWAL INFORMATION
We appreciate and support everyone security on our marketplace. Therefore, our main goal is to provide safety and secure place – for sellers and buyers equally.
As such platform, we have built a business model in which Forstep Style marketplace is the main receiver of all transactions made that passes through our online shopping platform.
After you change the order status from “unshipped” to “complete” and your costumer has no complaints over the item within 14 days (following the day customer receives the item) – you can then make a withdrawal (minus our 15% commission fee for the service).
NOTE: DO NOT CHANGE ORDER STATUS TO COMPLETE BEFORE CONFIRMING SHIPMENT RECEIVED FROM SHIPPING COMPANY. ANY FAILURE TO DO MAY RESULT ACCOUNT AND/OR LISTING SUSPENSIONS WITHOUT PRIOR NOTICE.
When paying online, costumer credit card details are protected by SSL encryption (the highest level of protection commercially available for now), which makes transactions safe and secure on the Site.
As a global marketplace for buying and selling fashion online, customer satisfaction is the main goal our company is striving to achieve on a long-term distance. For that reason, we are going to act fairly and try to build up a customer-friendly politics when it comes to commission and fee taking on the Site.
We take a commission fee for each successful transaction made on our platform.
NOTE: For cancelled or refunded transactions, we do not take any commissions.
There are a few reasons why a payment may be pending (order status pending).
- Customer didn’t complete the checkout (leaves add to card page)
- Product out-of-stock. Payment set at pending;
- Credit Card Bank or PayPal may take some time to fully process that order (1-3 working days) so it may show status is “pending’.
It make take between 3 – 90 days, depending on sellers’s featured shipping services (express or standard), shipping destination and costumer’s state local customs. When a costumer confirms package received and the 14 day cancellation period will expire, then we will send your money to your verified seller account and you can make a withdrawal request whenever you want.
NOTE: Currently Russian customs authorities have a restriction on dutiable shipments sent to private individuals. What does this mean? Almost any product subject to tax and duties being sent to a private individual in Russia will be held and inspected by customs (which may take up to 90 days). This can take days and even weeks or months, where they are being looked at with extraordinary scrutiny in an effort to improve the accuracy of accompanying shipping documentation. Why? Foreign countries, different laws. Even after this process has taken place, there is still no guarantee that the package is going to be shipped out. In the event that it isn’t shipped out, it will often be returned to sender, forcing the merchant to pay for the return shipping — expensive and not fun.
For that reason, we reserve the right to hold your money up to 90 days. But, this are extremely rare situations and the actual situation is that we are going to release your money as soon as your costumer confirms delivery and the “14 day cancellation period” ends. If customer doesn’t confirm order received within that time frame, we will consider the shipment as successful and will release the rest of the founds to you.
For any further questions regarding this topic, feel free to contact us on [email protected].
To help ensure that your shopping experience is safe, simple and secure Forstep Style uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.
You will also notice that when you look at the URL field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.
Buyers can return certain products to 14 days after order status changes to complete. Within that time frame, customer may change mind and return your product(s) back to you. After seller being asked for a refund, sellers must refund the items within 2 working days.
Sellers must clearly inform buyers about their right to cancel an order within the 14-day window. This cancellation period will start the moment customer receives product (s), rather than at the time he or she purchases it. You must also provide buyers with a model withdrawal form (in other words, a cancellation form) that they can — but are not obliged to — use if they change their mind and wish to return a product. Customers can reach back to you via “get support” button on the Site.
NOTE: Failure to do so will extend the cancellation period to one year. This rule does NOT apply to custom-made products and certain perishable goods, unless you specify that buyers can return those items.
All product prices and shipping costs on the Site are displayed in American Dollar ($), but our main bank partner is Macedonian bank located in Skopje,Macedonia. We have updated a clear note in the checkout section, which enables customers to understand that Forstep Style main (back end) currency is MKD (Macedonian denar). These means that, when customer pays for an order at the checkout section, the total amount in backed will be calculated in MKD equivalent.
NOTE: Currency exchange rate is a “Live Material” that is constantly changing. To see the latest exchange rates, please click here
For more information regarding this topic, feel free to email us at [email protected]. We will be in touch in shortly.
If your potential customer offers you to make his payment that outside of Forstep Style marketplace, please report costumer immediately on [email protected], otherwise, there will be additional punishments and your shop may be disqualified from Forstep Style marketplace.
Please note that sellers take their own risk regarding this action.
We always try to give our best to explain to our customers this issue as best as possible. So, keep on mind that your refund amount will always be smaller than original amount of money due to:
- The foreign currency fee which was absorbed by your correspondent bank or card issuer;
- The commission absorbed by your correspondent bank or card issuer for each transaction;
- The floating exchange rate;
- Forstep Style regular 10% commission rate by every successful transition;
NOTE: Please note that Forstep Style’s main currency is MKD. We will take our commission, regarding MKD latest exchanging rate.
For more information regarding this topic, please contact us at [email protected] . One of our agents will assist you as soon as possible
Forstep Style marketplace takes only 10 % per every successful transaction.
Did we mention that there is no monthly subscription fee and no monthly listing fee? It’s all FREE!
No, we do not charge shops for that.
Once purchased there is an automatic small, standard bank payment processing fee. (2.45%)
NOTE: The bank payment processing fee is calculated based on the total price with shipping included.
For more information regarding this question, feel free to contact us at [email protected]. We will be in touch in shortly.
Joining and starting your shop on Forstep Style fashion marketplace is fast and easy. There are two basic selling fees:
- A standard transaction fee;
- A payment processing fee;
Once a product sells, there is a standard 15% transaction fee of product sale price (shipping costs excluded). Because our online fashion marketplace accept credit cards, there is also a payment processing fee based on their fee structure.
NOTE: Forstep Style marketplace fees are billed for 15% in EUR. So if your main currency is not EUR the amount may differ based on changes in the exchanging rate.
To get paid, you have to manually withdraw your founds.
- Log In to your seller account;
- Enter the amount you want to withdraw.
NOTE: Vendors can associate either a PayPal merchent account or business bank account with their shop at Forstep Style. We strongly recommend sellers to use their company’s bank account instead of a personal bank account, as personal accounts are subject to monthly receiving limits and are not allowed for use on our online marketplace.
We want our customers to be safe and secure while shopping on our platform.
We are sorry to inform you that our sellers must link their business account (registered as a legal entities in their country), which means that Forstep Style marketplace will accept and verify only business bank accounts, not personal bank account for sellers.
We believe that sellers who already have an established business have better “long-term” intentions and have a deeper understanding about costumer needs compared to those who sell as a single person for a very short period of time.
According to buyer’s criteria, business addresses, names and phone numbers on a LCD screen are not enough for building trust. Costumer often feels comfort when purchasing from trusted sellers on internet. But as a trustworthy online fashion marketplace, we need to make it clear prior to costumers that all information related to sellers (e.g. phone number, social media profiles, shop address) are real and genuine, in order for customers to not hesitate to shop.
With our Seller Verification system, we will be able to run verification for each seller on the site and customers will be able to see their trustfulness.
According to some researches, online customers feel free while browsing or buying from a seller who is more open and verified by an authority. Vendors can also add verified social networking profiles into their stores.
NOTE: Forstep Style seller verification helps customers to check the authenticity of sellers via their social profile and phone. Photo ID verification is available as well.
From your dashboard, navigate to settings -verification, complete the following requirements and send the request to us. We will investigate shop information as soon as possible.
To use Forstep Style online shopping platform, you will need to provide us with a valid email address and you may be able to choose a username. Depending on the services you choose, we may collect additional information (e.g. information in private channels like Conversations, billing or payment information, a business telephone number, and shop physical address). Please note that for security and performance reasons, such content may need to be accessed by Forstep Style from time to time.
Your username is publicly displayed and connected to your activity on Forstep Style marketplace. Other people may see your ratings, joined date, reviews and related photos for items you sold; your profile information; items you listed for sale; your shop pages and policies; and comments you post in reviews or on “THE WALL”.
You may connect to Forstep Style marketplace with an external application, in which case Forstep Style may receive information from that other service like cookies for instance.
We use third party technologies such as cookies, clear gifs, log files, and flash cookies for several purposes, including to help us to provide a better shopping experience and selling experience for you. Credit card information provided to Forstep Style Marketplace are encrypted using secure socket layer technology (SSL) and stored in a PCI compliant environment.
REFUNDS & DISPUTES WITH BUYERS
Costumer may return goods only when:
- Goods are not received (confirming date varies by choosing different courier services) within the time promised by the seller (shipping days + processing days);
- Goods are not received in satisfactory condition or not as described (e.g. wrong colour, size, material).
Sellers are obligated to accept returns or exchanges when:
- Buyer submit an appropriate evidence(s) that clearly proofs good’s satisfactory condition ;
- Goods are not received after seller has confirmed order has been shipped ; or
- The “14 day cancellation period” is not passed yet ;
Every step taken by costumers after expiration of “14th day cancellation period”, will be considered as a case which is not under the “Buyer Purchasing Program”.
NOTE: Sellers affected by the EU regulations must clearly inform buyers about their right to cancel an order within the 14-day window. Failure to do so will extend the cancellation period to one year. The cancellation period will start the moment a customer receives a product, rather than at the time he or she purchases it, which was the case with the EU’s previous distance-selling laws. You must also provide buyers with a model withdrawal form (in other words, a cancellation form) that they can — but are not obliged to — use if they change their mind and wish to return a product. We have created a model withdrawal form that sellers can supply to buyers.
If you feel a little bit stuck and want to learn more about this topic, write to us at [email protected] . We will write back to you as soon as possible.
Customers can return many items sold on forstepstyle.com.
The Distance Selling Regulations (DSRs) were introduced in 2000 to protect UK consumers purchasing any goods and services online. In other words, where there’s no face-to-face contact between the seller and the consumer before the contract is made, the customer is entitled to review their purchase within 14 days after they’ve received it.
So, whether you are selling to customers in the UK or other countries, they have the right to cancel the contract and get their money back, including the original postage and packing charges within 14 days of having received their order.
Please note that this right of cancellation does not apply to:
1. Custom made goods – Goods which are tailored to the customers own specifications (such as a custom-made wedding gown).
2. Sealed items, which have been unsealed – eg) brand new earrings
The consumer is only obliged to pay for the return of the goods if this has been explicitly stated in the shipping & returns policy. Therefore, Forstep Style Marketplace has covered this in our Refund & Exchange policy which is visible on your store front pages (may apply to product price pages as well) and in our Visitors FAQs.
- Forstep Style Marketplace provides guidance on what we expect from customers in these circumstances. We recommend that they return the item/s in a reasonable condition and within a reasonable time frame of 14 days following the day customer receive the item. But of course, we do ask our sellers to exercise discretion if the item/s is received a few days after this.
If you receive a request for refund within 14 days of the customer receiving their order you must;
1. Message the buyer to confirm their decision to return the item; (via Forstep Style messaging system)
2. Provide return details and ask the customer to post the item back to you as soon as possible.
3. Process the refund making sure to do so via your seller dashboard as this will ensure that we also refund your commission on this sale.
Finally, we ask all of our sellers to exercise discretion and apply reasonable judgement when handling returns and customer queries. Should you have concerns that a Marketplace user is abusing their consumer rights, you can report them to [email protected]
If your customer need to trade your item for a different size or color, intimidate steps must be taken:
- Negotiate you will bear the return cost (previously specified into your Shipping & Return Policy)
- Make sure that the 14 days cancellation period is not expired. The cancellation period starts the moment customer RECEIVES the package, rater then when he/she purchased it. Any failure to do, so within the cancellation period, is not covered by the Program, meaning you are not obligated to offer returns, exchanges, full or partial refunds to your customer.
- Kindly ask your customer to send back the package to your address within 2-3 business days.
- Write your self a private order note (for management purposes)
- Send your customer another item
Sellers affected by the EU regulations must clearly inform buyers about their right to cancel an order within the 14-day window. Failure to do so will extend the cancellation period to one year. The cancellation period will start from the moment customer receives a product, rather than at the time he or she purchases it, which was the case with the EU’s previous distance-selling laws.
You must also provide buyers with a model withdrawal form (in other words, a cancellation form) that they can — but are not obliged to — use if they change their mind and wish to return a product. We have created a model withdrawal form that sellers can supply to buyers.
If you are suspicious about any shipping problem and want to know whether the package has arrived or not, there are 3 ways to do so:
1. Contact your buyer directly; (Log In First)
- Go to Dashboard – Order – Click the Order
- Send a customer message. Your message will be immediately sent you your customer email.
2. Ask your shipping partners (when collecting the package from your shop) to notify you when the package will reach it destination.
3. Track your parcel online (enter the unique tracking code related to that specific order).
NOTE: Buyer also has the right to contact you if he/she experience any issues related to product (s) within 14 days following the date he/she receives the package. Anything after that time frame is not covered by the Buyer Protection Program.
However, If your buyer does end up opening a case (sent complaint email directly to us), we will take the case from there.
For any further assistance related to refunds and returns, contact as at [email protected].
Forstep Style Marketplace takes returns and refunds very seriously. If you have a seller account at Forstep Style, you’re expected to clearly state your return shop policies that include:
- In which cases you do not accept returns (handmade, non-valid evidences provided by buyers, shipping delayed, etc.)
- The time-frame in which you may accept a return; (14 days following the day customer receives the item)
- Who will bear the returning cost.
Therefore, we require each seller to post an exact return policy on their storefront. As a new seller, one of the most important aspects of running a successful operation on our marketplace is learning how to handle returns in a way that limits the risk of account suspensions or listing suspensions. Therefore, our strict dedication to customer service is a must. According to Forstep Style seller policies, third party sellers are required to either match or exceed the standards our return policy. The official Forstep Style Marketplace’s return policy states that any item – regardless of its condition, use, or defects – may be returned within 14 days (following the date customer receives the package) for a full refund. Many customers do not understand that when they buy from a third party seller on forstepstyle.com, they are not purchasing products that Forstep owns. Therefore, we requires each seller to post an exact return policy on their storefront. Keep this policy in mind when you are trying to sell products, make money and avoid account and listing suspensions.
Please COPY this exact text bellow in your return & refund shipping section and PASTE it into your Shipping & Return Policy (log in first)
You may cancel an order from your account before it is shipped by contacting us first. If you receive an item and wish to return it for any reason, you need to inform us in writing within 14 business days following the day of receiving the item. You may also ask for an exchange, return, partial or full refund if eligible under the Buyer Protection Program.
You can contact us by clicking the “Contact Us” button. You may also request a full or partial refund within the Buyer Protection time-frame. We will refund only if the item (s) becomes faulty, it’s not in good condition, is slightly different then described, or goods are not received (confirming date varies by choosing different courier services). We will not refund if item does not arrive within circumstances that are NOT within our control.
We will then provide you instructions on how to return your item and once your item is received back, we will process your refund. The time it takes for your package to reach us varies depending on where you are returning it from and which courier/postal service are you going to use.
*Please note that working days do not include weekends and bank holidays. This delivery time period depends on the courier/postal service you will choose. Return postage is your responsibility unless the item is incorrect or faulty, in which case we will refund the return postage. Shipping costs shown may include fuel surcharges.
Import duties, taxes and other customs related charges are not included (if otherwise stated). Buyers bear all responsibilities for all extra charges incurred (if any).
To be eligible for a return, buyer’s item must be unused and in the same condition that he/she received it. Buyer’s item must be in the original packaging. Also, their item needs to have the receipt or proof of purchase.
The item(s) you return must be unworn and in their original condition save for your right to inspect the goods and try on the garments. It is your responsibility to ensure that you package the returned goods adequately so that it arrives back to us undamaged. We are not responsible for delays caused by the customs department in your country. Russian customers take the risk of shipping delays. Packages send to Russia may take some extra time due to Russia’s customs and we are not responsible for such delays.
Import duties, taxes or other customs charges may be collected by the shipping service upon delivery.
If you have any further questions on returns, refunds or cancellations, feel free to contact us immediately. We will be happy to answer all of your questions.”
Shops may accept returns, but in some cases are not required to do so (custom made goods or evidences shows that buyer is not eligible for a return or refund) unless you state you do in your “Shop Policies” or if you are required by your local laws. However, sellers need to make clear prior to the sale that they accept returns, exchanges or refunds in their “shop policy”. Otherwise, costumer will have a full right to ask for their money back.
NOTE: Under the EU’s previous distance-selling laws, buyers had the right to return certain products to 14 days after receipt of the goods. Within that time frame, your buyer can change his/her mind and return your product(s) back to your address.
It’s highly recommendable for costumers to read sellers’ Shop Policies carefully and contact sellers before shipping a return.
Sellers may accept refund request if:
- Buyer submit an appropriate evidence(s) that clearly proofs good’s satisfactory condition ;
- Goods are not received after seller has confirmed order has shipped ; or
- The “14 day cancelation period” is not passed yet ,
After seller agrees with buyer that he/she is eligible for refund (via direct message communication), seller will THEN create a refund request to Forstep Style from the seller dashboard against the order. If the buyer already submitted payment, you must issue a full refund. Sellers are encouraged to keep proof of any refunds in the event a dispute arises.
NOTE: Under the EU’s previous distance-selling laws, buyers had the right to return certain products to 14 days after receipt of the goods. Within that time frame, your buyer can change his/her mind and return your product(s) back to your address or can request an exchange.
Forstep Style fashion marketplace uses Bank Account Clearing System (BACS), commonly known as direct bank transfer or wire transfer, which is a payment gateway that doesn’t require payment to be made online.
Orders using BACS are set “On Hold” until payment clears outside of Forstep Style online shopping platform. Forstep Style should confirm that payments have cleared bank accounts, before processing any orders to complete. If you have a shop on Forstep Style marketplace, you must know that orders also have a status. The order statuses let you know how far along the order is, starting from pending and ending with complete. The following order statuses are used:
- Pending payment – Order received (unpaid to shop)
- Failed – Payment failed or was declined (unpaid). Note that this status may not show immediately and instead show as pending until verified
- Processing – Payment received and stock has been reduced on the Site – the order is awaiting fulfillment.
- Completed – Order fulfilled and complete – requires no further action
- On-Hold – Awaiting payment – stock is reduced, but you need to confirm payment
- Cancelled – Cancelled by Forstep Style or the customer – no further action required
- Refunded – Refunded by Forstep Style – no further action required
To know if your refund request is completed by our side, please go to:
- Seller Dashboard
- Go to “Orders”
- Click on the details and look if there is any change in the status section
Both the buyer and seller agree to cancel before shipment, and the seller has issued the buyer a full refund.
Seller has decided to refuse service to the buyer, and if the buyer has already paid, the seller has issued a full refund, including shipping.
The buyer did not receive the item(s) ordered, even though the seller has provided proof of shipping, and the seller has issued a refund for the item. (Refunding shipping is optional.)
Buyer and seller agreed that the buyer could return the item to the seller for a refund. The seller has received the returned item and issued a refund to the buyer for the item. (Refunding shipping is optional.)
NOTE: Under the EU’s previous distance-selling laws, buyers had the right to return certain products to 14 days after receipt of the goods. Within that time frame, your buyer can change his/her mind and return your product(s) back to your address or request an exchange to you.
In short, If buyers properly exercise their right of return, sellers must issue a refund within 14 days of receiving the returned item or evidence that the item has been shipped back. The refund generally includes the cost of delivery. If you want buyers to bear the shipping cost related to returning goods, you must make that clear prior to the sale; otherwise you will have to pay the shipping costs for the return. You are also required to provide at least an estimate of the maximum costs of returning bulky goods, such as furniture.
To learn more about the EU new regulations, please click here
When it comes to returns, exchanges or refunds, we believe in one philosophy. We mean, people don’t know each other. Seller doesn’t know the costumer, but send their goods to him/her. Costumer doesn’t know you, but wire his/her hard earned money to you.
Each shop on Forstep Style Marketplace will be responsible for their own policies regarding shipments and returns, as well as answering questions about their shop and products they sell. All sellers on Forstep Style are obligated to give a Refund to their customers, only if the costumer is eligible for a refund.
That’s why, Costumer has the right to ask for a refund when:
- Goods are not received (confirming date varies by choosing different courier services) after supplier has confirmed order has shipped;
- Goods are not received in satisfactory condition or not as described (e.g. wrong color, size, and material).
Sellers are obligated to give refunds when:
- Buyer submits appropriate evidence (s) that clearly proofs items’ satisfactory condition;
- Goods are not received after seller has confirmed order has shipped; or
- The “14 day cancelation period” is not passed yet;
Every step taken by costumers after the expiration of the”14th day cancellation period of time” will be considered as a case which is not under the Money Back Guarantee program for buyers. From here, buyers are on their own.
If you feel that you need to ask other questions regarding this topic, write to us at [email protected] . We will write back to you as soon as possible.
ISSUES WITH COSTUMERS
When you receive an order, you can initiate communication with the buyer using the Contact Buyer form.
Occasionally, claims take a bit longer than normal to complete.
Buyer always has the right to ask for a refund, return or exchange. But if you are suspicious about your costumer statements and honesty related to his purchase, in most cases, you have the right to ask for prove which is going to include clear evidences. (e.g. clear photographs or video from the item). The same applies to buyers.
After failed communication with your costumer, which means that both of you cannot find reasonable solution to solve the issue, you can escalate the matter by asking your costumer to prove his/her claim with a rear, clear evidences (eq. photography or short video from the product), that will show the truthfulness of the statements.
NOTE: As a seller, you need to know that the new EU regulations expand the return window to 14 days after receipt of the goods. Within that time frame, EU buyers can change their minds and return products without providing a reason. This rule does NOT apply to custom-made products and certain perishable goods, unless you specify that buyers can return those items in your “shop policy”.
If you receive a proposal from a costumer asking you to complete transaction directly to your business bank account, instead of Forstep Style, you should ignore their requests and report them to us as soon as possible on [email protected] . Once you accept the costumer proposal, you are going to face a punishment risk and also, you will risk losing your chance to register as a seller for a second time.
If you haven’t send the package to destination address, just send a refund request to our team. We will then make a refund to your costumer. We do not take commission for this action.
However, if you have already shipped the package to it’s destination, you will have to wait a bit longer for the package to reach to destination, and to get back to you. After you will state that the package has arrived to you in satisfactory condition (unworn, not damaged), we will release the money to your costumer’s bank transaction back.
NOTE: When all is done, customer usually will leave a feedback (review about your product) summing up their experience with the product and your shop on Forstep Style marketplace. If they are not at all satisfied and if you are satisfied with your received product, they will leave negative feedback (1-2 stars). Don’t just forget about it. Instead, show some generosity and leave a space for a cool and positive communication with your buyer. This helps in keeping the buying and selling system healthy on Forstep Style marketplace – which is going to get you faster to top rated seller status.
All courier services and shipping fees are set up by our sellers. Sellers can choose between any services they want. (UPS, FedEx, DHL, TNT, STATE POST MAIL…). Shipping fees are automatically calculated on the basis of weight, size and volume.
Currently, we do not support an option for buyers to upload file(s) directly from their dashboard.
If you’ve issued a “product not as described” case scenario with a costumer, you will have to tell your costumer to send you a clear image or video of the item he/she received directly on your email (to file and upload clear pictures or video showing the product). You can add us in CC then.
Follow these steps to make it as simple as possible:
1.) Go to your seller dashboard > support > find and select your costumer email;
2.) Send your costumer a private email (outside of Forstep Style) and tell him/her to attach files below the same email;
3.) Proceed with your communication via Forstep Style’s support system for buyers and sellers;
For an EU buyer wishing to resolve a dispute with an EU seller: we believe our support system is effective and in most cases is the “real deal” when it comes to resolving disputes between buyers and sellers. However, if you don’t want to use our support system, you have the option of using the EU Online Dispute Resolution platform instead, which you can find here.
To learn more about EU new regulations, please click here
The difference is that European buyers are protected by EU in order to help unsatisfied customers. They care for its citizen’s safeness and protection when it comes to their online shopping experience.
So, If an EU costumer had a problem with something he has bought online, he can use this site to try to reach out –of-court settlement. Costumer can only use this service if he lives in the EU and the trader is based in EU.
As we previously said, this platform has been set up by the EU to help unsatisfied customers. Customers can use it to make a complaint about a good or service they bought over the internet and find a neutral third party (“dispute resolution body”) to handle the dispute. In some countries, traders are allowed to submit complaints about consumers. If this applies to your country, as a trader you will be able to use this system to complain about a consumer.
Also, you need to know that the new EU regulations expand the return window to 14 days after receipt of the goods. Within that time frame, buyers can change their minds and return products without providing a reason. This rule does NOT apply to custom-made products and certain perishable goods, unless you specify that buyers can return those items in your “store policy”.
However, the resolution bodies listed on this site have all been checked to make sure that they meet our standards and are registered with the national authorities.
So, how do these rules effects on sellers?
Sellers affected by the regulations must clearly inform buyers about their right to cancel an order within the 14-day window. Failure to do so will extend the cancellation period to one year. The cancellation period will start the moment a customer receives a product, rather than at the time he or she purchases it, which was the case with the EU’s previous distance-selling laws. You must also provide buyers with a model withdrawal form (in other words, a cancellation form) that they can — but are not obliged to — use if they change their mind and wish to return a product. We have created a model withdrawal form that sellers can supply to buyers
In cases such as this, we strongly recommend sellers to be patient and kind as much as possible.
Why? There are two reasons why situations like this are not in your favor.
First of all, buyer can leave a negative feedback related to your “store support” or product. Secondly, you need to investigate whether your costumer is living in EU country (EU costumers are protected by a low, and they are not obligated to prove evidences to sellers).
So, how to proceed further?
If your costumer doesn’t want to prove an evidence, showing you that “goods are not received or goods are not received in satisfactory condition”, then you have the right to:
- Ask your costumer for a refund or exchange;
- Negotiate which one of you will pay for the shipping ;
- Request a refund to Forstep Style Marketplace (orders section) and explain the issue to us ([email protected])
SHIPPING & DELIVERY INFORMATION
If you just received your first order on our marketplace, congratulations!
Now, ship the order to the buyer using the delivery address and the requested shipping method.
To find out where you should ship the package, get the delivery address in one of these locations:
- The Order section (click the order ID and see the details)
- Your New Order Email from “[email protected]
NOTE: You may only redirect an order to an address other than the one provided in step if the buyer or Forstep Style support has contacted you through the messaging system and requested the change.
When a buyer adds your product to their shopping cart and checks out, Forstep Style Marketplace processes their order following these steps:
- Change the order status to “Unshipped”
- Sends an order confirmation to the buyer with the estimated delivery date
- Sends an order notification to you;
Pending orders may appear in the Orders report. On the Orders page, an order with a status of Pending might indicate an issue with the buyer’s payment method or a convenience store payment method. In some cases, our payment and order detail verification processes can potentially extend order processing times for as long as 21 days. In some cases, our payment and order detail verification processes may potentially extend order processing times for as long as 21 days.
NOTE: If a buyer contacts you while an order is in Pending status, refer them to Forstep Style Customer Support Service for more information. Forstep Style places the order in Pending status. The quantity available for the listing is subtracted from your quantity in item quantity. If there was a quantity of one at the time the order was placed, the listing will appear in Manage Inventory with a quantity of zero while the order is being processed.
An order gets canceled if payment authorisation does not succeed or in cases of fraud. We will not notify you when an order is cancelled, other than recording the order as cancelled in Orders from your seller dashboard. No further action is necessary.
Forstep Style Marketplace verifies the order. Forstep Style attempts to validate the buyer’s payment method and order details. At this stage, you will see one of three different status types in Manage Orders:
Payment verification is successful, we have received customer funds on our account, now you should ship item (processing days are now counting). Then:
- We send an order confirmation to the buyer with the estimated delivery time;
- Send an order notification to you;
- Send the package to customer, change the status to Shipped;
Note: Do not rely solely on email notifications for order confirmation. Check your Manage Orders page or Orders reports for unshipped orders at least once a day.
You process the order. Once an order is in Unshipped status, you must either fulfil order and change status to “Shipped“or cancel the order. Keep in mind that buyers can leave feedback on seller-cancelled orders.
On the Orders page in your seller dashboard, an order with a status of Pending might indicate an issue with the buyer’s payment method or a convenience store payment method. In some cases, our payment and order detail verification processes can potentially extend order processing times for as long as 21 days.
Why is an order pending?
Here are some of the most common reasons for orders being in Pending status:
- Forstep Style has been unable to obtain authorisation for the buyer’s credit card.
- The buyer selected convenience store payment but hasn’t completed the payment.
What should I do with a Pending status order?
Don’t ship an order while in Pending status, even if the buyer contacts you directly. If a buyer contacts you while an order is in Pending status (for example, to cancel a pending order), refer them to our Support for more information.
Notes for seller-fulfilled orders in pending status:
- You won’t be able to confirm shipment of an order until the order status changes from Pending to Unshipped.
- Forstep Style assumes the risk of buyer non-payment for every order in the Unshipped Orders report, and for every order that can be confirmed or cancelled on your Orders page.
To initiate communication, contact your buyer via Forstep Syle Marketplace system messaging.
How to identify a Pending status order
To identify orders with a Pending status, go to Orders page in your vendor dashboard (Log In First) and see the orders with Pending Status. Pending orders will appear in all of your reports as well. However, your inventory will be updated to reflect the order. For more information, see the question below.
Usually, customers are paying for the shipping unless it’s otherwise stated in your store “Terms And Condition Policy” on our Site.
However, you may set “free shipping” for certain or all countries you ship to and bear the cost to ensure more sales.
To do so, navigate to your seller dashboard – settings – shipping – and set free shipping.
NOTE: As our seller, you’re responsible for ensuring a customer’s order arrives at its destination at promised time. Using a service which covers you for an order is essential in case it goes missing. Your post office or parcel agent will help you make the price for different continents.
You can track the shipment of the product that you are selling.
To do so, navigate to you Seller Dashboard → Orders → Click on the order you want to add shipment tracking. At the bottom of the Order, you will find a button titled ‘Tracking Number’.
Once send, your customer will get an automatic email right away.
If you’re using a guaranteed postal service, we advice you to pack your parcel in proportion. It won’t work with shoes, but keeping tees, top and trousers within letter-box sized bags or boxes will reduce issues arising from held or unclaimed items.
Return postage is customer responsibility unless the item is incorrect or faulty, in which case you should refund the return postage.
Please make a prior note to the sale that you are not responsible for any import duties, taxes or other customs charges that will be collected by the shipping service upon delivery. Buyers bear all responsibilities for all extra charges incurred (if any).
Go to your seller dashboard – store – enable “show store terms and conditions” and add this to your store ‘Terms & Conditions” policy,
We are happy that you have understand the importance of keeping your costumers happy when purchasing from such marketplaces.
To make your customer satisfied, please include useful information for your customer when you mark an item as shipped. You may do that by sending a customer note from your order section.
Got a tracking number? Send the code + a link from the website to your customer email. Keep your customer in the known. Keeping your customer up-to-date is great practice on marketplaces and it’ll do wonders for your feedback, too.
No matter how reliable or fast a shipping service you are offering to your costumers, taking 2-3 days to ship an item will add 2-3 days to delivery; Costumers doesn’t want to wait for an order, especially when they have already been paid for it. When you’re shipping overseas, that can really add up.
In short, send the item (s) immediately after an order will be placed by costumer. Most shops pack same day or next day. A daily packing routine keeps you on top of your boutique. Once you’ve got your orders packed, get them shipped as quickly as physically possible.
However, we require our vendors to ship the package within 3 business days max.
Orders may need to clear customs in costumer country. Please prior note to the sale that orders will incur additional import duties, taxes or other customs related charges to your costumers. Import duties, taxes or other customs charges will be collected by the shipping company upon delivery. Sellers are not responsible for delays caused by the customs department in costumer’s country.
Additional costs or delays may happen during international trade and holiday season.
NOTE: Forstep Style Marketplace cannot guarantee that costumers will be or will not be charged any customs taxes or duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the package. (if otherwise stated)
Courier and/or shipping services and prices and shipping fees are set up by your side (as a vendor). Customers can view the shipping costs for different destinations in the product details page (shipping and delivery section) or at checkout page.
You may also set a different shipping rates for different shipping methods / or services (one price for standard shipping, other for express) so costumers may choose which shipping method to choose at checkout.
If the shipping fee is too high for your costumer, the costumer may contact you regarding shipping cost via “Get Support” button from your storefront and try to negotiate different shipping price with you. If costumer asks you to change the shipping cost and you agree to that, you can modify the amount as per agreement before payment. Or costumer may also choose alternative shipping methods to lower the shipping cost.
You can always provide tracking code to your customer.
To provide a tracking number to your costumer, navigate to you Seller Dashboard → Orders → Click the specific order you want to add shipment tracking (.e.g #593204). At the bottom of the Order, you will find a button titled ‘Tracking Number’. Then, a new pop up window will open with three available shipping requirements. You can provide shipping provider name or URL, Tracking number and Date shipped. After providing the information, click on the Add Tracking Details button.
The order details will be updated and a new order note will be added containing the tracking details, even if you don’t receive a success note or email notification that your note has been successfully sent to your customer email.
Customer (previously Log In) may see the new tracking code in their “order” section from their customer account on Forstep Style.
Currently, costumers are not able to cancel an order from their account on our marketplace. If costumer want to cancel an order before it’s shipped, he/she can do that by contacting you via “Get Support” button from your store front and ask you to cancel the transaction providing you a reason why (if any) and transaction number.
We know that occasionally something will go wrong which is out of your control. If this happens always be polite with your customers and always work towards resolving the issue as quickly as possible.
After conversations with merchants and tips from our network of global shipping carriers, we are recommending our sellers to be more careful before shipping to private individuals in Russia. One of the biggest issues we have seen is that the carrier gets the shipment to Russian customs only to have it stuck for a long-time. As any seller who sells online knows, some overseas buyers will say that is the shipper’s problem (your fault) and will start cancelling orders, initiating charge-backs, or causing a large support hassle.
Currently Russian customs authorities have a restriction on dutiable shipments sent to private individuals. What does this mean? Almost any product subject to a tax and duties being sent to a private individual in Russia will be held and inspected by customs. This can take days and even weeks, where they are being looked at with extraordinary scrutiny in an effort to improve the accuracy of accompanying shipping documentation.
Why? Foreign country, different laws. Even after this process has taken place, there is still no guarantee that the package is going to be shipped out. In the event that it isn’t shipped out, it will often be returned to sender, forcing the merchant to pay for the return shipping — expensive and not fun.
For that reason, it’s highly recommendable to get in touch, explain the circumstances and with your Russian customer and offer a 24/7 email support. This will help you grow your store rating, which leads you to more sales.
We don’t have a guaranteed solution for ensuring prompt accurate shipping to private individuals in Russia.
If you sell on Forstep Style, great and value your Forstep Style ratings, really think twice. Same goes for any public marketplace allowing Russian buyers and has feedback forms.
And remember, even with all this it could get stuck in customs, sent back or both. You and the buyer will be waiting for two weeks while the shipment clears customs, not having access to information and potentially in a losing situation.
TIPS: A good thought is to modify your returns policy and make clear and visible explicit to Russian buyers that they take the risk of shipping and that it make take some extra time due to their customs.
The option to add a shipping message is ultra-valuable, so don’t waste it!
Think about creating a template where you paste in the delivery service/type, tracking number and estimated delivery time. Customers love being in the know; remind them of any shipping details even if you have listed all info on the product page. Make it feel personal and include their name, too.
You may add a written Thank You note within the package to ensure your customer will come again to shop from you.
All you should to is print and add our invoice which you can find in your email (subject “new order’). Please make sure that customer invoice is position on visible place on the package before the shipment. An incomplete description or missing signature could add days to delivery, have the parcel returned or, in extreme cases, result in it being destroyed.
MONEY BACK GUARANTEE FOR SHOPS
Anyone who purchase something from Forstep Style online fashion marketplace receives the following guarantees:
- Full refund if costumer does not receive the order;
Buyer will get a full refund if the order does not arrive within the delivery time promised by seller side and/or item is significantly not as described.
Full refunds are not available in the following circumstances:
- Order did not arrive due to factors within buyer control (i.e. providing wrong shipping address)
- Order did not arrive due to exceptional circumstances outside your control (i.e. not cleared by customs, delayed by natural disaster)
- Other exceptional circumstances outside the control of Forstep Style online fashion marketplace.
How it works: From your seller dashboard, you must set up a delivery time (visible for customer at checkout). Any failure to send your item (s) within the stated delivery time promised by your side, will result into full refund. If buyer can prove that he/she did not receive the order within the stated delivery time promised by seller, buyer will get a full refund (minus our standard transaction fee and bank processing fees)
- Refund or keep items not as described
Buyers can get a full refund if the product is significantly different from your product description, or you can offer a partial refund and suggest your costumer to keep the product.
How it works: Each seller sets a standard shipping and return policy (TOC* Shipping* & Returns & Refunds* section) to resolve issues where the item is not as described (i.e. who is responsible for return shipping costs). If your item is not as described, buyers should contact you via live chat to discuss a resolution with you related to the case.
Sellers can also offer additional guarantee for their products – Extra Returns
- Extra Returns
Buyer can return any product bought from you on Forstep Style, even those in perfect condition. Kindly ask your costumer to ensure evidence that the product has not been used and is in the original packaging. Then, negotiate who will bear the shipping costs. Usually, your shop return policy will determine who is responsible for the return shipping costs.*
How it works: Buyer can return a purchase for any reason and get a full or partial refund within the 14 days Money Back Guarantee time frame. Your shop return policy will determine who is responsible for the return shipping costs.*
*This service becomes unavailable after the order is complete.
The Money Back Guarantee Program (Buyer Protection Program) applies to all published listings on the Site. After deducting a 15% fee of item sale price, we keep the rest of the founds safe and secure on our account, as long as the you change the order status from “pending” to “complete” and the 14 days cancellation period ends.
In these circumstances, we’ve got your back and will not let you down – meaning we will investigate the case further and try to provide fair resolution to you.
NOTE: Total founds from all transactions made on the Site are going straight to our bank account (we automatically deduct our standard transaction fee) for one simple reason: to ensure customer trust while purchasing on marketplace.
In accordance to our Terms & Conditions for sellers & Terms & Conditions for customers, we may on-hold your founds up to 90 days. However, this are really rare cases due to dedicated, fast support team holding your back.
Asu such transparent platform, we are aware that things may happen due to circumstances which are not your fault. For example, buyer request to get a full refund due to factors that has buyer control (i.e. item as described but costumer saying that it’s worn or damaged providing wrong evidences), or, item did not arrive at time due to exceptional circumstances outside your control (i.e. not cleared by customs, delayed by natural disaster).
In these circumstances, we’ve got your back and will not let you down – meaning we will investigate the case further and try to provide fair resolution to you. Simply, try to provide us:
- Order ID related to the dispute;
- Send us content of prove at [email protected] with subject “vendor complain regarding (order ID)”