sellers training guide april2015
TRANSCRIPT
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SELLING ON SOUQ.COM
Training Manual V.1.3.2015
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Requirements:
Registered account as a seller in Souq.com with valid email address and contact number
Trade License copy/Sanitized Receipt of the items
Emirates ID copy
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Training Agenda
Souq.com Overview Account Overview How to List Item How to Manage Listings & Performance How to Check, Confirm & Ship Order How to Get the Payment How to Manage Complaints How to Manage Return/Refund Best Practices
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List your item
Item is sold
Confirm the order
Print the AWB
Ship the order
Payment release
_________________________________Selling Flow
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Welcome to Souq.com
• Established in 2005
• Pioneered online shopping in the region as an auction site
• Leading e-commerce destination in the Arab world
• Headquartered in Dubai, UAE, Souq.com caters to the needs of local markets with commercial offices in Egypt, Kingdom of Saudi Arabia and Kuwait
• More than 400,000+ products and 13M+ listings across multiple categories
• More than five million members
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Competitive Advantages
• Highest brand awareness among e-commerce players
• Extensive online and offline marketing campaigns
• Largest marketplace in region (number of sellers and items)
• Localize own fulfillment infrastructure in all markets
• Attracts over 23 million visits per month and is fast growing as more consumers shop online
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Benefits from Selling on Souq.com
• Listing is free! You only pay a fee if you sell
• Marketing support
– Weekly newsletters sent to hundreds of thousands of registered users
– Special promotion
– Radio campaigns and sponsorships
• Logistic support
• Secure payment platform
***Our target is to make you sell (we make money when you make money)
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Account Overview_________________ _________________
Log in on your account using your registered email or
username and the password
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Account Overview_________________________________
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Account Overview __________________________________
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Edit your account information
Add/edit your listings
Confirmed/Canceled/Returned sales
orders.
Account Summary
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How to Sell an Item
Selling in Souq.com
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Sell on Souq.com_________________ _________________
Log in on your account and click “Sell on Souq.com”
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Sell on Souq.com__________________________________
Click “Start Selling”
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How to List Item
2 Ways of Listing Item
Bulk Listing
Manual Listing
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Bulk Listing__________________________________
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Manual Listing________________________________
2 Types of Manual Listing
• Category Tree
• Catalog Search
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Manual Listing- Category Tree__________________________________
Select a category for your item
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Category Tree__________________________________
If your brand name does not exist in the “brand
dropdown menu” then you can scroll down and select
”specify you own” and type in your
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Category Tree_______________________________
Select the Target Group
Mention title of the item with the Brand name, Model
number and Target group
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Category Tree__________________________________Select the image of the item by browsing in the folder or
… Cont’
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Category Tree__________________________________
You can also drag images from your folder to the image uploading page
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Category Tree__________________________________
Mention quantity of the item that you have reserved for Souq.com
Mention price of the item after adding Souq commission and processing fees.
In the offer note mention if any warranty is given or freebie with the
item. DO NOT MENTION ITEM DESCRIPTION!
Mention the handling time you will need to make the item ready for pick-
up. Ideally it should be two days.
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Manual Listing- Category Tree__________________________________
Review item thoroughly before clicking on Confirm listing.
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Manual Listing - Catalog Search __________________________________
Search the item that you want to list
Select the item/product type
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Catalog Search __________________________________
Choose the item from the list that you are
selling
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Catalog Search __________________________________
Before putting the price check what other sellers are offering. Make sure
you put a competitive price.
If your price is lower than other sellers than more chances for you to
maximize sales.
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Catalog Search __________________________________
If your price is more than what other sellers are offering then chances of
selling would be lesser for you.
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Catalog Search __________________________________
Review item thoroughly before clicking on Confirm listing.
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Listings Management
Seller’s Dashboard
• Inventory Dashboard
• Performance Dashboard
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Seller’s Dashboard__________________________________
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Inventory Dashboard__________________________________
Click on “Live on Site” or “Manage Inventory”Click on “Live on Site” or “Manage your Listings” to view Offers/Items
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Live on Site__________________________________
Live Items/Offer
Click on Edit Offer
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Live on Site - Edit Offer__________________________________
Make the necessary adjustments then Save
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Rejected Listings__________________________________
Click “Resubmit Product” to editReason for rejection is
mentioned
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Rejected Listings–Resubmit Product__________________________________
Make the necessary adjustments then click “Save”
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Expired Offers__________________________________
Click “Reactivate offer”
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Expired Offers–Reactivate Offer__________________________________
Make the necessary adjustments if needed then click “Save”
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Paused Offers__________________________________
Go to Live Offers, select the item to pause then click “Pause”
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Paused Offers – Reactivation __________________________________
Make the necessary adjustments if needed then click “Save & Reactivate”
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Sold out - Sold Offers__________________________________
Put the pointer to the “sign “ to see the best price offered by other seller
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Sold out - Resell Offer__________________________________
Click “Resell Offer”
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Sold out - Resell Offer__________________________________
Make the necessary adjustments then click “Save”
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Performance Dashboard__________________________________
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Checking & Confirming Order
2 Ways to Check Order
- Email Notification
- New Sales Order (Souq Account)
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Email Notification
Will be notified on the email address registered
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New Sales Order_________________________________
Click “New”1
Click “Shipment Ready-Create AWB”
2
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Shipping Items __________________________________
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Printing Shipment Label/AWB_________________________________Click “Confirmed”
Print the shipping label
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Item Collection_________________________________
Courier will contact you to arrange the shipment. Pack the item with bubble wrap or paper so that it doesn’t get damaged.
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Item Delivery _________________________________
Courier will contact the buyer and deliver the
item.
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Tracking the Order_________________________________
Click “Confirmed” 1
Click “ Track your order”2
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Tracking the Order_________________________________
Detailed information of the shipment will show once clicked
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How to Get the Payment__________________________________
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Souq.com Account Summary__________________________________
Click the “Account Summary” under Financials
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Souq.com Account Summary__________________________________
Available Balance from Successful Orders
Pending Amount from Orders that are placed
Commission/Payment Processing Fee
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Withdrawal Request__________________________________
Click the “Request Withdrawal” under
Financials
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Withdrawal Request__________________________________
Click “Withdraw” but make sure that bank details has been
provided under “Bank Info” Section
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Withdrawal Status__________________________________
Go to “Withdrawal Statuses”
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Souq.com Fees__________________________________
Listing an item on Souq.com is absolutely FREE!
Commission: 5% or 10% of Item Selling Price or minimum AED 5 depending on the item category.
Processing Fee for each order: AED 5
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Managing Complaints__________________________________
Buyers are eligible to open a dispute when an item is not received or when an item
arrives but the item is damaged or does not match the description in the item listing.
Communication between a buyer and seller to resolve an issue is always encouraged by
Souq.com, and is often the fastest and simplest way to resolve a problematic
transaction.
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Go to “Buyers Complaints”
Click “View Complaints”
1
2
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Used to upload a proof that an item was shipped or proof that
an order was refunded
Allows the seller to escalate an open case to Customer Service
Reply to buyer complaint
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Managing Return__________________________________
Click on the “Returned” to view the items that are to be
return/return
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Click this button once the return item is received by you
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If the “Return Received” button is not showing it means that the amount has
been refunded to the buyer
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Best Practices__________________________________
Only sell NEW items First and foremost, you must have the product in
stock in order to list the product for sale on Souq.com Check your New Sales Orders section regularly for
important updates on your sales, rather than relying exclusively on e-mail notifications
Always sell authentic products only
Have the best content specifically using good keywords
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Best Practices__________________________________
Avoid duplicate listings
Ship faster - Always ship your items within two business days of order notification
Ensure best post sales service - Answer all buyer claims within 24 hours of receipt
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Image Guidelines __________________________________
Image Attribute Guidelines
Image Size Minimum 500 x 500 Pixels
Format Jpeg (.jpg)
Keep the background white.
Don’t use a reflective surface if you have to use a flash.
The main image (first image) should capture the entire product in the shot
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✔ ✗
✔ ✗
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✔ ✗
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1.Front
2.Back with clasp
fully open& extended
3.Close up of Detail
5.On gray
Mannequin hand
4.Close up of side Angle
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Description
• Include the item specifics about the item you're selling, such as brand, model number, size type, size, color, and style
• Add other item specifics that apply to your item
Offer Note
• Include your warranty condition
• Specify your shipping policies
• Mention product offer (limited period discount, bundle offer) or any key highlight
• Describe any flaws like scratches, dings, functional problems, missing parts or smells (cigarette or pet odors, for example) in case you are selling a used item
Description vs. Offer Note
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Hot Selling Items
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Hot Selling Items
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Hot Selling Items
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Contact Details__________________________________
Aramex Customer Service: +97142865000
QExpress Customer Service: +971 47065555Timings: 7am to 10pm Daily
Souq.com Customer Service: +97144370900Timings: 8am to 10pm Daily
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Happy Selling