FAQS

A welcome email will be sent to your email address and a link to reset your password and verify your email.

ShopperxMart 9ja is a multilingual marketplace that provides a complete online
e-commerce and classified platform where users can offer, accept, manage, conclude,
buy, sell and fulfil orders for the provision of goods and services online.

Individuals, sole traders, and registered businesses or legal entity (companies) can sign
up to sell on our platform.

Any individual willing to use our platform must meet our eligibility requirement of at least
18 years of age to maintain an account. All users who are still of the minor age in any
jurisdiction must be directly supervised and consented by their parents or guardians in
order to use our platform

As part of the registration process, email address is required and you will have to create
a password, personal demographics such as your legal (or business) name, main
address, email address, fax number, telephone number and other information (customer
service contact, business profile, value added tax (VAT) number et al), bank account
details, and Identification documents (passport, driver’s license, statutory company
documents, utility bill) that may be requested by law must be provided.

Documents provided during registration will be verified according to the law before an
account is fully opened.

We reserve the right to suspend or terminate your account(s), limit access to our
service, with or without prior notice, in the event of infringement of our terms and
conditions

Seller’s account can be reactivated upon request when all issues concerning
suspension of your account have been resolved, by contacting us via email or contact
Us

Yes, you may at any time cancel your account. You will need to re-register as a new
seller in order to sell on our platform again.

You can only open one seller’s account. My company or business is not based in Europe, what are the requirements to sell on
shopperxmart 9ja
You can sell on our marketplace from any region of the world, you can limit customers to
your local jurisdiction only if required. The requirement to sell remains the same, please
check our seller’s policy.

You can sell items in the below categories:
Computer and accessories, Electronics, Mobile Phones & Communication, Grocery,
Beauty, Health and Personal care, Car & Motorbike, Property, Baby, Children & Toys,
Fashion, Home & Kitchen, Garden & Outdoor, Lighting & Electrical, Books & Stationery,
Film, Music & Tv, Pc & Video Games, Sports & Outdoors, Commercial, Industrial &
Scientific Equipment, Jobcentre, Building & Hardware, Painting & Decoration, Travel,
Agricultural Products, Pets, and Call me out. Please bear in mind you may need a
special authorisation to sell in some of these categories.

You cannot sell products prohibited to our policy. You cannot sell dangerous, illegal or
illegal traded goods such as: Weapons, Precious metals, Hazardous chemicals, Military
equipment, Medical devices, Tobacco and related products, Counterfeit goods, Human
organ, Banknotes & coins, Stocks & bonds, Gambling, Pornographic materials etc.

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No fixed cost to sell on our platform.

At the moment we only open our platform to Ghana, Nigeria, United Kingdom and the
United State of America.

A well detailed step by step instructions are arranged on our platform at the disposal of
sellers.

First create a product listing on seller’s dashboard, wait for approval from the admin
within 48 hours, then the product will be published.

Bank transfer, Paypal, credit or debit card

Click the language box at the bottom of the home page and choose the language
preferred.

You can register to become a brand owner, that means official store. you can only sell
products under your brand and must be authourised by shopperxmart 9ja.

You can change your store name from our platform by signing into your account and
going into the dashboard to update your details.

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Customers can be refunded due to the circumstance of the order stage;
Unshipped orders: when orders have not been shipped out, buyers can make a
cancellation request and after the request, the system will make full refund payment
back to the buyer.
Shipped orders: when orders have been shipped, buyers can open a dispute and
request for either a partial or full refund depending on the agreement between both
parties, ShopperxMart 9ja will manage the refund to the buyer.
Orders that have passed the 14 days cancellation period by law after the transaction,
are cancelled automatically (if there is an agreement between the seller and buyer),
buyers cannot claim a refund directly but should contact our customer service and
provide information on the agreed refund by both parties.
All refunds will be processed within 7 working days back to your bank account or
whichever payment method at the point of sale.

When a transaction results in Chargeback, we will retain the chargeback amount in the
reserve and subtract the amount of the chargeback and any relevant fees associated
with the process from your bank account or other payment methods you registered with
us.

When an order is placed, the status will turn to on-hold pending when payment is
received, then it will change to processing and finally completed when the order is ready
for dispatch.

You can get more followers by organizing sales, advertising, promotions, and offering
fast & free delivery

Special offers are classed in three types such as:
Order price discount - where a discount is given on orders above certain amount e.g.,
$5 discount on orders above $50.
Discount on the order quantity – where discount is given on quantity and to get 5% off,
e.g., Buy 4 and get a discount of 5% off.
Free shipping – Free shipping for orders above $60.

Products are ranked due to demand and sales.

Yes, prices of products listed on our platform must include VAT of all corresponding
country.

Product listed will be approved within 48 hours with the exception of weekends

Yes, the product description is vital while creating listing on the product detail page. The
description must match the goods sold to customer.

Sales amount are deposited into Seller’s account by shopperxmart 9ja only when the
buyer confirms the receipt of the goods or services. It will usually take 5 to 14 working
days to appear in your account, and in some cases, it may take longer depending on
your location.

Withdrawals are made from the withdrawal section on the seller’s dashboard. You need
add an account; payment information to submit withdraw request and the money will be
available in your bank account within two business days.

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Sellers can choose any method of shipment for their goods and services. Sellers can
create different templates to suit their delivery option; template for free shipping and or
for weight base shipping.

You will be responsible for choosing the logistics companies to be used to deliver orders
to your ShopperxMart 9ja customers. You can also use ShopperxMart 9ja logistics
partners for more efficient service, or your orders can be delivered to your customers if
you have signed up to our fulfilment program.

Fast and safe delivery, Tracking information available, shipping cost at reduced rate.

Orders are cancelled due to the following:
Unshipped orders: when orders have not been shipped out, buyers can make a
cancellation request and after the request, the system will make full refund payment
back to the buyer.
Shipped orders: when orders have been shipped, buyers can open a dispute and
request for either a partial or full refund depending on the agreement between both
parties, ShopperxMart 9ja will manage the refund to the buyer.
Orders that have passed the 14 days cancellation period by law after the transaction,
are cancelled automatically (if there is an agreement between the seller and buyer),
buyers cannot claim a refund directly but should contact our customer service and
provide information on the agreed refund by both parties.

As soon as a return request is made, you should immediately start the process.
Shipping cost will depend on the reason the item is being returned. If the item is
defective or not as described, the seller will be responsible for the return. But if it’s due
to the buyer’s change of mind, the buyer will be responsible for the return. If both parties
are unable to agree on who to bear the cost, you should take responsibility of the cost
and contact us.

When a buyer leaves a negative feedback, try as a matter of urgency to contact the
buyer to resolve their concern and work towards a resolution.
You can respond to the feedback by explaining the steps taken in resolving the problem.
Please note that your response will not change your feedback rating as buyers will see
your explanation when they check feedback review, your response cannot be edited or
deleted after submission.

Buyer’s leave feedbacks due to their experience during the shopping process. When a
buyer’s feedback violates our policy, please submit a request for ShopperxMart 9ja to
check and remove the feedback.

ShopperxMart 9ja can only remove offensive language and feedback that includes
personal privacy information when requested.

Use of incorrect information such as image, watermark, publish non contracted items,
irrelevant messages, or advertisement on the product description page.
Goods sold on Shopperx Mart 9ja should meet the required authenticity and quality
standard. Product sold should match the description, pictures and all information on the
product detail page as advertised on our platform. If there arise a discrepancy between
the detail page description and goods sold to a customer, then you have violated quality
policy
You should ensure you own or have the right to use other people’s intellectual property;
brand name, images, content and many more in order not to violate authenticity policy.

When a copyright violation is reported about the authenticity of your product, an email
will be sent out to you and the SKU will be removed from our system. You will need to
provide some documentation to ascertain that the products are sourced from reliable
suppliers. The required documents must include a letter of authorisation from the brand
owner, authorising the sale of the product, and copies of invoices from your supplier in
the last 3 – 6 months. Information on the invoices should include the supplier’s name,
address, phone number and website. The document should be submitted and await an
outcome within 5 working days

Check whether you have entered all the login (email address or username and
password) details correctly. If you have forgotten your password, you can click on
the forgotten password button and request a password reset.

Enter your email address or username, then click on the forgotten password
button, enter your email address as requested and a message will be sent to
your email for you to reset your password.

You can unsubscribe from email notification by opening your email and click
unsubscribe next to the sender’s name.

Click the language box at the bottom of the home page and choose the language
preferred.

You can contact the seller through your account on ShopperxMart 9ja platform.

Please be aware that due to time zone and high volume of orders, some sellers
may not respond on time. If the reason for contacting the seller is for general
enquiries, you can try leaving a message again.
If due to an item purchased, try to leave a message again but if no response after
the timeframe allowed, open a dispute and we will resolve the issue
appropriately.

Leave a message in the seller’s mail box.

Prices at checkout changes sometimes due to additional features such as
shipping cost, tax, coupon & promotion etc.

You can search a product using different attributes such as the brand, make,
model et al. On the main page type the name of the product you are looking for
into the search bar in all category. You can also hoover your mouse around the
product category section and list of sub-categories will surface.
To find good sellers, you need to filter the top-rated seller’s and seller’s feedback
rating reviews. check if they are trustworthy and have provided excellent service
for customers experience.

Orders can be cancelled with the approval of the seller by clicking ‘Cancel Order’
button on the order detail page.
If order is placed and payment made within 60 minutes, the order will be
cancelled instantly. If order is over the timeframe after payment, the seller should
respond to the cancellation request within 48 hours, but if no response within the
timeframe, the order will be cancelled automatically and a refund will be
processed within 7 working days back to your bank account or whichever
payment method at the point of sale.
Please be aware orders cannot be cancelled when the status is ‘payment
processing’ or ‘payment being verified’ you can try to cancel when the status has
updated.

Sign in into your account or all accounts if you have more than one and search
for the order in the order list.

Processing time has a definite time stipulated according to our policy and cannot
be extended to process an order but could be arranged between the buyer and
seller.

Contact the seller who supplies the product or services and the Invoice will be
sent via email.

You can add, save or remove a stored card through the payment section.

Contact the seller and negotiate a return of the goods or services.

Please track the package to check the status. If the package does not arrive
within the promised time, contact the seller as a first point of call and there after
open a dispute with us.
If sellers do not provide tracking number and the delivery has passed the
promised time, contact the seller, wait additional 2 days after the delivery
promised time, open a dispute to start the process of refund.

You can track your package by clicking Track your order on top of the home
page. Enter your order ID in the box below and press the Track button.

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Customer service can be contacted by phone or through the contact section,
send a message by filling all mandatory field and a staff will respond as soon as
one is available.

Grocery & Perishable products: Food & Beverages (Fresh and Frozen food,
Dairy & Eggs, Bakery et al).
Live Animals and Agricultural products
Hygiene products.
Digital products.
Customised products.

You can open a dispute by sending us a message through the contact section
and describe in details the problem.

We will notify the seller and they need to respond to your request within 3 days
for the goods to be returned or refunded.
If the seller fails to respond within the speculated time, the request will be closed
and you will be refunded within 7 working days.
If the seller agrees for the goods to be returned, then you should return the
goods and submit tracking information within 5 days of the request depending on
your location. Other locations may take longer than expected.
If the seller does not agree to the request after the timeframe, we will
automatically step in and come out with a fair resolution.

You cannot submit a return / refund if buyer protection period has expired. Please
contact ShopperxMart 9ja for resolution.

Contact the seller to agree on a solution. Make sure you provide clear photos
and video of the item showing all the problems so as to offer a quick resolution to
you. If not satisfied by the response of the seller, you can apply for a refund by
contacting us and open a dispute before the expiration of the buyer protection.

ShopperxMart 9ja will make sure your refund is handled as soon as the refund
process is completed. Monies with be made available in your account within
three to seven working days and may vary depending on the bank.

Contact your bank or check your credit or bank card statement online.

Refunds are only made to the card used for the purchase, If the card is no longer
valid or has expired, the card issuing bank will allow the refund to process and
accept the funds. Funds will be successfully credited to the account, so far, it’s
the same card issuer and bank account.

We will normally refund the full agreed amount on the order page. Refunding to
some jurisdiction requires bank charges and also when the transaction took
place, the exchange rate is now different compared to when the payment was
made. If this happens, you may receive a lesser amount due to the above.
Please contact your bank for more clarification.

Prices at checkout changes sometimes due to additional features such as
shipping cost, tax, coupon & promotion etc.

You can get coupon & promotion code by visiting our marketplace regularly
You can apply the coupon & promotion code to get a discount in price at
checkout page.

On the App: go to Login > My Account > Coupons and find the coupons.

You can use all your coupon at once, only one coupon is allowed per order

No, Coupons are only used within a specified time frame.

After every sale the customer can leave feedback depending on their experience
and satisfaction during the transaction between both parties (buyer – seller).
Feedbacks are left within 39 days of completion of the order

Feedback submitted cannot be revised. However, you are able to reply seller's
feedback to show your satisfaction of the service provided.