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Frequently asked questions

Short answers to the questions marketplace operators ask most. Each one links to the part of the guide that covers it in full. Can't find your answer? Email support@thetraide.com.

Sellers​

Can I use one seller agreement for several sellers?​

Yes. An agreement can be assigned to as many sellers as you like. Each seller works under one agreement at a time: the newest one in force.

Learn more: Assign seller agreements

Can I have more than one commission rate in a seller agreement?​

Yes. Add category commissions to an agreement, and they replace the agreement's default rate for sales in those categories.

Learn more: Add category commissions

Add the seller manually. You create the seller account in the dashboard yourself, and the seller has less to fill in.

Learn more: Add sellers to your marketplace

Why can't a seller see or sign my agreement?​

The seller's primary contact signs the agreement, and is prompted to on their first sign-in after the seller account is approved. Check that:

  • you have approved the seller account, since a seller in Pending can't reach the dashboard, and
  • the seller account has a primary contact, which needs at least one staff member on the seller.

Learn more: Seller staff members and permissions

Shipping​

How do I create a shipping zone in another country?​

Add the country to your supported countries first:

  1. In the dashboard, navigate to Settings -> Shipping & Fulfillment.
  2. In the Countries section, open the Supported countries dropdown and choose the countries you ship to.
  3. Select Save.

The country is then available when you create a shipping zone.

Learn more: Add a shipping zone

Can my sellers ship internationally?​

Shipping goes wherever your supported countries and shipping zones allow. Add the countries your sellers ship to as supported countries, then create shipping zones for them. Make sure your tax setup covers sales into those countries too.

Learn more: Supported countries, Set up taxes with Avalara AvaTax

How do I let sellers ship their own products?​

Set your marketplace fulfillment model to Fulfilled by seller. Sellers then fulfill their own orders, and they accrue the shipping revenue.

Learn more: Marketplace configuration: Shipping & Fulfillment

Products​

What's the difference between a template, a category and a collection?​

  • A product template is the starting point for similar products, and sets which attributes they can use.
  • A category places a product in the storefront's hierarchy so buyers can browse to it. Every product needs exactly one.
  • A collection groups products to feature them on the storefront, in addition to their category.

Learn more: Product catalog

What's the difference between a product attribute and a variant attribute?​

A product attribute describes the product, and applies to all of its variants. A variant attribute describes what sets one variant apart, such as a size or a color. In a product template, an attribute is one or the other, not both.

Learn more: Attribute usage

How do I change how much stock a product has?​

Stock is held per warehouse, on the product or on each of its variants. Open the product from Products -> Listings, or the variant from Products -> Variants, and in the Inventory section update the In stock field for each warehouse.

Learn more: Assign product inventory

Can I import products from Shopify?​

Yes. Each seller connects their own Shopify store, and both marketplace operators and sellers can configure an integration and choose which data is synchronized. Shopify stays the source for the store's products and inventory.

Learn more: Connect to Shopify

Storefront​

In the dashboard, navigate to Storefront -> Branding & Theming. Set the name in the General section, and upload your logo in the same settings.

Learn more: Customize your storefront

Can each seller have a page that lists only their products?​

Yes. Every seller gets a page automatically when you approve them, at https://{storefront-web-address}/seller/{seller-slug}.

Learn more: Storefront pages

Can buyers review and rate products?​

Yes. Connect Yotpo to collect product reviews on your storefront and track them in Yotpo.

Learn more: Connect Yotpo for reviews and ratings

Orders​

Why can't buyers order a product?​

A product is buyable only when all of these hold:

  • It has stock in a warehouse.
  • It's in a category. A category is required to publish a product.
  • It's published and available for purchase. Both are on the product's Visibility tab. A published product with Available for purchase turned off still appears on the storefront, but buyers can't add it to their cart.
  • It's approved, if your marketplace requires product approval.
  • Its seller has signed the agreement in force. A seller's products are shown to buyers only after that.

Learn more: Product details, Product approvals, Sellers sign each new agreement

How do I refund just one item from an order?​

Use an order line refund, which refunds the lines you choose rather than the whole order.

Learn more: Order line refund

How do I see how an order was fulfilled?​

In the dashboard, navigate to Orders -> Placed and open the order. Each fulfillment shows:

  • Fulfilled from: the warehouse it shipped from.
  • Fulfilled by: whether the marketplace or a seller fulfilled it.
  • Fulfilled on: when it was fulfilled.

Learn more: View how an order was fulfilled

Payouts​

How do I pay my sellers?​

Through one of the payout gateways:

  • Stripe Connect transfers funds from your Stripe balance to each seller's Stripe Connect account.
  • PayPal pays sellers from your PayPal business balance.
  • Trolley pays sellers through the payout method they chose in Trolley.
  • Manual records payouts you make outside Traide, such as a bank transfer, as paid.

Sellers need an account with the gateway you use.

Learn more: Payout gateways

What should be true before I pay a seller?​

The seller has signed your agreement, the buyer has paid for the order, and the seller's share of it has been earned. When revenue is earned depends on your revenue accrual mode, and is typically on fulfillment.

Learn more: Process a payout, Revenue accrual mode

Can I have more than one payout open at once?​

No. Only one payout can be in progress at a time, but a single payout can include many sellers.

Learn more: Process a payout

Customers​

Can I reset a customer's password for them?​

No. Customers reset their own password from the storefront's Sign in page, with Forgot password.

Learn more: Reset a customer's password

Can I see what customers are doing in my marketplace?​

Yes. A customer's profile shows their active checkouts, their order history and their recent activity. To make sure every checkout belongs to a customer you can see, require buyers to sign in before checkout.

Learn more: View customer orders, Require login for checkout

Discounts​

Can a buyer use more than one discount on an order?​

Yes. A sale and a voucher can apply to the same order, in a fixed order of priority. A checkout takes one voucher code.

Learn more: Combine sales and vouchers

Can sellers create their own discounts?​

No. Sales and vouchers are created by marketplace staff with the Manage sales and vouchers permission. A seller who wants a discount asks you for one.

Learn more: Permissions reference

How do I stop customers from reusing a voucher?​

When you create the voucher, set a Usage Limit: a total number of uses, or Limit to one use per customer. Repeat customers are recognized by email address.

Learn more: Add an order voucher

Your Traide account​

How do I renew my subscription?​

You don't need to. Your subscription renews automatically for the same term. To change it, email support@thetraide.com.

Learn more: Platform terms

How do I cancel my subscription?​

Email support@thetraide.com, and follow the cancellation guide. Canceling deactivates your marketplace.

Learn more: Cancellation guide

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