As soon as a customer makes a purchase from your store, it is registered in the TMM platform and you automatically receive an e-mail that includes all the order details, such as the date, ID, the specific product(s), the price per product, the total amount and all the relevant shipping information (recipient, address and contact details).
If you need any help with your order, click "I need help" to be taken to the Help Center where we believe we have included all the answers to your potential questions.
If everything is understandable and you want to start preparing your order immediately, click "View order" to be taken to the "Orders" page of your store. There, you are given various possibilities, which we go through in detail below.
The "Orders" section of your shop show you all of the orders that have placed by your customers.
This is where you can manage them, update their status to keep your customers up-to-date, and view/sort them based on their status.
There are 5 possible stages for each order:
Received: The order has been registered in your shop through the TMM platform and you have been informed with a corresponding e-mail.
In the Making: The order is in the production stage (if the product is made to order) or being prepared for packaging (if it is ready to be delivered).
Dispatched: The order has is in the hands of your chosen carrier, has a receipt number and is on its way to its final destination.
*Please make sure you include a retail receipt in each order.
*As soon as you mark an order to a customer as dispatched (in the Orders section of your shop profile) and include the tracking number, our system is alerted and you will be paid within 48 hours. If you do not include a tracking number, you will receive your money after 7 days. Your money will be directly deposited into the bank account you have declared in your uploaded company documents or the PayPal account you have connected to your account, depending on whether your customer paid with credit card or PayPal.
Delivered: Your order has been received by the customer.
Cancelled: The order was not completed for whatever reason. For example, the customer changed their mind, the product was returned, there was no available stock, etc.
Mange your orders by selecting the "Manage order" option, where you can update the status of each order and confirm it by pressing "Change Status". This allows you to organize your orders better while simultaneously keeping your customers informed, who will automatically receive a notification for every update you make.
You can see your orders according to the stage they are in by selecting the corresponding filter on the toolbar. Each order features a tab all with its necessary information including the date the order was made, Order ID, a photo, the name of each product (if more than one), quantity, price, shipping costs and the total amount for the order. Furthermore, you can see your customer's details, such as their name, address, phone number and the estimated delivery date.
Each TMM maker must define their store's policies regarding returns, refunds, or exchanges in both the Storefront/Meet your maker/Shop Policy and Products/Step 6. Returns & Refunds.
Although it is up to you to set your shop's policies, please keep in mind that according to European Law, all customers are entitled to a refund with 14 day of receiving a purchase, for most goods. To read more about EU customer rights and your responsibility as a trader, check out this link.
Therefore, we highly recommend that you accept and facilitate returns to your customers if your products apply. According to EU law, you must also include a return form in with your order when you ship it, which the customer may or may not use. Your shop policy must be clearly visible to all and should include:
-whether you accept returns or not (again, we highly recommend you accept returns)
-what is the time frame that returns are accepted
- who bears the cost of return
- if a product can be exchanged or or only refunded
- product exceptions
Knowing all the above, the process becomes clear for both parties to be followed properly without creating problems. If your customer asks for further clarifications by messaging you, make sure to be helpful and direct in your response. This will surely be appreciated by the customer who will probably purchase from you again in the future and recommend you to other shoppers.
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