Selling on marketplaces is one of the most popular options among our customers. For those who already sell on this type of platform, or for those who are considering doing so, we have created this article of the frequently asked questions that may arise during the process.

What type of marketplaces are there?

Depending on the degree of “openness” they have towards sellers, marketplaces can be classified as:

• Open marketplaces: The catalogue is centralised. On open marketplaces, many sellers sell the same products.
• Closed marketplaces: The publication of certain brands or products has to be accepted by the platform.

What are the ratios to bear in mind when selling on marketplaces?

As with everything related to online selling, numbers are key. By selling on marketplaces, you should keep an eye on the following ratios:

• Speed of acceptance of orders: The average should be below 24 hours.
• Accepted orders: Accepted orders should not be below 98%.
• On-time shipments: It is important to send the tracking number related to the order within the established time period. This ratio should not be below 95%.
• 24 hour response to messages: You need to respond to customers’ messages in less than 24 hours to ensure they are satisfied.
• Refunds: You should not exceed the percentage of refunds/orders specified by the marketplace.
• Violations: Do not affect the seller ratios. They are notified through alerts on the interface and/or by email.

What type of violations can be committed on marketplaces?

Violations on marketplaces can be due to a breach of the pricing policy or privacy policy, as well as due to products that are not authorised for sale.

They never involve the immediate closure of an account. Before terminating an account, the marketplace issues several alerts.

What can a brand violation involve?

This does not apply to most marketplaces. But it does apply to Amazon and AliExpress.

On Amazon

On Amazon, this feature is found in the beta version. It doesn’t apply to other marketplaces. Violations regarding brands or products are not a reason for the immediate closure of an account on Amazon. The seller must check their email regularly and access the Performance tab where they will find the panel to help control alerts. Discover other FAQs related to selling on the Amazon marketplace.

On AliExpress

AliExpress is the only marketplace with very high penalties for brand violation. You should always check the email and alerts received. When you receive an alert of a violation, you must act quickly and remove the product from the catalogue. You will need to exclude it on the Multi-Channel Integration Platform, as well as notify BigBuy so our teams can add it to the Black List. To appeal a brand, you must send a document that proves you have authorisation, and attach a minimum purchase invoice of 20 units. Along with the document, you will need to add the signature or stamp and/or invoice, if possible.

What are product violations?

Product violation alerts occur when the policies set by the marketplace are not respected. Some examples of violations could be: the main product photo does not include a white background or has a logo, the product contains batteries or explosive substances and it is not stated in the description, a buyer has reported your product for damage caused, inappropriate words are used in the description, lack of information on the product data sheet, the sale of the product is not permitted, or there is an error in relation to a high or low price.

You will be informed of the violation by email with the subject “Removal of listing”, but your account will not be penalised. If this product is one of your Bestsellers, request that it is reactivated by creating a case.

What do I do to keep my marketplaces account safe?

• Check your email every day: You will need to check your email inbox linked to your account every day, as well as the alerts received. Accounts are never closed without several email alerts and notifications through the platform. In addition, as soon as you access the interface, a message will appear stating that there is a risk of your account being deactivated.
• Multi-brand selection: If you publish by brand on the Multi-Channel Integration Platform (MIP), always remember to add more than one brand per category. That way, if the marketplace restricts one of these brands, the category will continue to display the remaining brand or brands. If you have a catalogue containing more than 40 items, it is important to have a stock and pricing synchronisation tool such as our MIP to prevent cancellation of orders, providing the requested documentation.

Can they close my account on a marketplace because of problems regarding shipping?

Entering false tracking numbers could cause the closure of an account, since most marketplaces have tools to detect them. We only recommend doing so on AliExpress.

What is the difference between the preparation and shipping ratios on a marketplace?

There are two ratios related to shipping times:

• Preparation time
• Transit time

You have to make sure that both are kept within the acceptable limits. To do so, you just need to check the dispatches each day and detect when an incident occurs, so you can resolve it as soon as possible without affecting the ratios.

There has been a shipping delay, how do I make sure the marketplace doesn’t penalise me?

It is important to try to use all the resources to prevent them penalising you for a delay. Some options are:

• Depending on the status of the ratios, you can cancel the order without exceeding the stated percentages on each platform or refund the customer giving the reason that the product is faulty.
• Contact the customer and convince them to cancel the order (offer them a gift, voucher…). If the customer is the one requesting cancellation, the ratios aren’t affected.
• Use a tracking number of an order that is in the process of being shipped at that time. If you manage to get the order out in the next few hours, there will not be an issue.

What do I do if I lose control of my store on marketplace?

If you lose control of the store, you can put it into holiday mode to prevent harming ratios. Access the interface for the account settings: Holiday mode.

Which brands or categories are restricted on marketplaces?

It is impossible to know exactly which brands and categories are restricted because this is something that varies each day.

There are many reasons why a product may experience restrictions. That’s why it does not lead to a penalty on the seller account, instead it is notified as an alert.