RetailCloud Vendor Agreement and New Portal FAQ
Q: What do I need to know about the RetailCloud vendor agreement?
A: Shipping & Orders
- Vendors will receive an ‘Order File’ and ‘Purchase Order’ which contains information for the previous weekday’s orders.
- Orders must ship and tracking must be uploaded within 2 days of receipt of the order file. Please note - payments are issued based on tracking movement dates; it is critical to have tracking loaded for our system to recognize movement dates.
- Vendors have 2 business days from receipt of this file to notify the RetailCloud team if you are unable to fulfill any order. Each cancellation will result in a $5 fee.
- Shipments must be free of any vendor or third-party advertisements, marketing, or coupons.
- ShipStation will continue to be a valid integration method.
A: Payments
- All Purchase Orders will be paid in full within 30 business days of tracking showing movement. If an order never shows delivery, it will not be cleared for payment.
A: Customer Service
- Vendors must respond to customer service requests (tickets) within 1 business day.
- If Vendor fails to respond to tickets in 1 business day, the RetailCloud team reserves the right to act as a proxy and offer a resolution.
- Tickets should be resolved in most cases, whenever possible, within 2 business days.
- If Vendor fails to provide a valid and working email address to communicate with RetailCloud support, a fee of $10 per Support ticket will be charged until the email address has been updated.
Q: Will Vendors’ library of products they built in the old portal be transitioned over to the new vendor portal?
A: Most likely not. We are building out a completely new technology platform, and while this will come with some great add-ons and new developments, not all of the data from the previous system will be imported over.
Q: Will sales history be transitioned over and be available in the new system?
A: Reporting and sales history will not be imported over to the new portal. However, new reporting will be available and accessible from the new platform.
Q: How do I get reporting for my business?
A: Once you have completed the onboarding process, we will provide a log-in and training for the new vendor portal. This portal provides all the tools you need to manage your business with us, including vast reporting with sales and product history.
Q: Will I continue to be paid through PayPal?
A: No, payments will be changing to an ACH model. Once you have completed the onboarding process, we will provide more information on payments and billing setup.
Q: Are fees changing?
A: The way you build your pricing will change. With the new platform, you will build your product with your item cost. We pay the cost loaded in the system, per order. A buyer will set the retail price accordingly and within market conditions.
Q: How does shipping work?
A: You will have the option to ship your items using our shipping account. This will be the default in which you will not include shipping in your cost, but RetailCloud will set shipping using our negotiated rates and provide a shipping label with each order. However, if you have great negotiated shipping rates, you may choose to continue to ship on your own and build this shipping cost into your product cost.
Q: How does scheduling work?
A: Our buying team will review all new product offers and respond as they do now. The system does not have the same notifications that you are used to, however, your buyer will reach out and let you know when an item has been scheduled.
Q: How do I manage my inventory?
A: You will manage your inventory yourself through the new system. Even while an item is running, you can add inventory or make changes in real time, if needed, to avoid any oversold items.
Q: What should I do if I need help?
A: Please refer to additional FAQs at https://support.retailcloud.io/hc/en-us or email vendor support at help@retailcloud.io