Do you have any other questions? Here we are to help you

Should I upload the invoice or receipt to the platform?

No, the invoice or receipt must be issued to the end customer. The data of the end customer appears on the platform of the Seller Center.

Should I consider the shipping cost in the receipt or invoice to the end customer?

Yes, we must consider the amount of the shipping cost in the payment receipt to be issued to the end customer.

Will I get a single payment?

No, payments are through each platform, each one will make the corresponding payment for their sales generated on their websites.

Where can I check the orders I am being paid for?

The details of the orders to be paid through the platform are shown in the settlement report. This report is sent within 2 business days after the cutoff.

Will the commission invoice to be issued by the platform be for each order?

No, they will be for the total of the orders to be considered in the settlement report.

I have sales that I have not been paid for. Why haven't I been paid for them?

If you have sales that have not been paid, it may be for the following reasons: the order does not appear as a "delivered" status, the delivery date is after the cutoff date of the settlement report, I have not delivered the bank account statement documentation to my commercial executive.

If none of the reasons mentioned above have occurred, please generate a ticket in the Seller Center support button including the following: name of the platform and order number, Tax Identification number and Company Name.

I am not receiving the commission and freight invoices. Where can I download them?

Invoices for commission and shipping cost are automatically sent to the mailbox registered as "invoicing". If invoices have been not received, please note the following:

1. Check junk or spam mailbox or;
2. Generate a ticket in the support button of the Seller Center by sending the following: settlement period (June Q1, May Q2, etc.), name of the platform, Tax identification number and Company Name.

I would like to modify the email for the receipt of commission invoices and shipping costs.

Generate a ticket in the support button of the Seller Center by sending the following format: LINK TO FORMAT

When will I get paid the settlement sent?

Payment of settlements is within 15 business days after the cutoff.

How do I know that the platform has processed my payment?

One day after the sales payment transaction has been processed, platforms will send an email with the subject "payment notice" detailing the amount to be paid, date, bank account and bank.

This notice is sent to the email registered as "administrative", if you want to modify the registered email you must generate a ticket in the support button of the Seller Center by sending the following format: LINK TO FORMAT

When will the commission and freight invoice be issued to me?

Commission and freight invoices are issued within 4 business days after payment of your settlements.

I have discounts on my order, what should I do?

If the discount is on the product, you must issue the voucher to the end customer by deducing that amount from your total amount of the product, then each platform at the close of the settlement will send a statement so that you can issue an invoice in their name considering: the discount amount, concept, and platform data.

Can I change my Tax identification number and Company Name?

Yes, you can request the change by generating a ticket on the support button in the Seller Center, our sales team will provide you with support. Consider the settlement closings and make the change in advance (15 days before the cut-off).

You must send the following documentation:

• Updated Tax Identification number file.
• Copy of ID of the legal representative.
• Power of attorney (for Seller with Tax ID number starting with 20)
• New agreement signed and sealed (document must be sent by the commercial executive).
• Format "Change of Tax ID number - Sellers". LINK TO FORMAT

Can I change the registered bank account?

Yes, you can request the change of bank account, consider the settlement closings, and make the change in advance (15 days before the cut-off).

You must send the following documentation:

1. Bank account statement. LINK TO DOCUMENT AND EXAMPLE OF DOCUMENT
2. Bank account change form LINK TO FORMAT

Can I cancel my Marketplace account?

Yes, you can cancel your account by generating a ticket in the support button of the Seller Center and coordinate it with your commercial executive. Bear in mind that if orders have been generated within that period, you must attend to them to avoid claims by the customer.

We hope we have helped you!