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Frequently Asked Questions

📌 For Seller FAQ 📌 Buyer FAQ (For Retailers in the USA) ERP Services for Enhanced Business Operations📌 Digital Personalized Marketing for Sellers


📌 For Seller FAQ 

1. How do I register as a seller on the marketplace?

To register:

  1. Click “Become a Seller” on the homepage.
  2. Provide your business details (company name, registration number, tax ID).
  3. Upload the required documents (business registration certificate, proof of manufacturing, bank details).
  4. Our team will verify your application within 2-5 business days.
  5. Once approved, you can start listing your products.

2. What documents are required for seller verification?

You must provide:

  • Business Registration Certificate (RCCM)
  • Taxpayer Identification Number (TIN)
  • Stripe connected account information or Bank Account Details (for payouts), 
  • Proof of Manufacturing Capabilities (factory photos, production licenses)

3. How do I add products to the marketplace?

Once approved, you can:

  1. Log in to your Seller Dashboard.
  2. Click on “Add New Product”.
  3. Enter product details: name, description, MOQ (Minimum Order Quantity), pricing, and shipping weight. Preferable you should prepare bulk products upload using a CSV file having all your product information
  4. Upload high-quality product images for each variant of product preferably.
  5. Submit for approval. Our team reviews listings within 24 hours.

4. How does pricing work? Can I offer bulk discounts?

Yes! You can set:

  • Standard Price: The base price for a product.
  • Tiered Pricing: Offer discounts for larger order quantities.
  • MOQ (Minimum Order Quantity): Define the smallest quantity a buyer can purchase.

5. How do I receive payments?

  • Payments are processed via Stripe Connect.
  • Buyers pay into an escrow account.
  • Funds are released to you after:
    • The buyer confirms receiving the goods.
    • Or, after a dispute-free period (typically 7 days after delivery).
  • Payouts are made to your local bank account in local currency.

6. What happens if a buyer doesn’t confirm receipt of the goods?

  • If the buyer doesn’t confirm delivery within 7 days, the funds are automatically released to you.
  • If the buyer disputes the order, our support team will investigate.

7. How does shipping work?

  • We have integrated MAERSK, DHL, and Yango for international and local delivery.
  • When a buyer places an order:
    • You receive a pickup request.
    • MAERSK/DHL handles shipping from your factory to the buyer.
    • Buyers can track shipments in real time.
  • Who pays for shipping?
    • Buyers choose their preferred shipping method and pay at checkout.
    • Your role is only to prepare the shipment for pickup.

8. Can I cancel an order after confirmation?

  • You can only cancel an order before shipment pickup.
  • If you face issues fulfilling an order, notify support immediately to avoid penalties.

9. What happens if a buyer disputes an order?

If a buyer raises a dispute, our team will:

  1. Review the evidence from both parties (photos, messages, tracking details).
  2. If the issue is valid (e.g., wrong product, damage), we may:
    • Ask you to send a replacement.
    • Offer a partial refund.
  4. If you provided correct and complete delivery, you will still receive payment.

10. What are the marketplace fees?

  • Commission per sale: We charge 12% per transaction.
  • Listing fees: included in the subscription.
  • Premium promotions: You can pay extra to have your products featured.

11. How do I manage returns and refunds?

  • Buyers must request a return within the marketplace’s return window.
  • Refunds depend on the reason for return (e.g., damaged, incorrect item, or buyer remorse).
  • If a refund is approved, the escrow system ensures the funds are returned to the buyer.

12. How do I update my product listings?

  • Log in to the Seller Dashboard.
  • Navigate to Product Listings.
  • Click on the product you want to edit and update details.
  • Save changes (some changes may require approval).

📌 Buyer FAQ (For Retailers in the USA)

1. How do I register as a buyer?

  1. Click “Sign Up” on the homepage.
  2. Provide your business details (company name, EIN, resale certificate).
  3. Submit verification documents.
  4. Once approved, you can browse and purchase products.

2. How do I place an order?

  1. Browse products by category or search by keyword.
  2. Select the desired quantity (meeting the MOQ).
  3. Choose a shipping method (MAERSK for bulk, DHL for air freight).
  4. Proceed to secure checkout.
  5. Payment is held in escrow until delivery is confirmed.

3. How do I track my shipment?

  • After ordering, you’ll get a tracking number via email.
  • Check order status in your dashboard.
  • Track real-time updates on the Kintah platform.

4. Can I modify my order after placing it?

  • Modifications (e.g., quantity, shipping address) can only be made before shipment confirmation.
  • If already shipped, changes may not be possible.

5. What happens if the seller doesn’t ship on time?

  • Sellers must ship within the agreed timeframe.
  • If delayed, you can:
    • Extend the shipping deadline.
    • Request a refund (if the seller is at fault).

6. Can I request samples before placing a bulk order?

  • Yes, some sellers offer sample orders at a reduced MOQ.
  • Buyers may need to cover shipping costs for samples.

7. How does the escrow system protect me?

  • Your payment is held securely until you confirm receiving the order.
  •  This is help in the Kintah LLC controlled account in the USA
  • If an issue arises, funds are refunded based on dispute resolution.
  • Protects you from fraudulent sellers.

8. What are my options if my order is delayed due to customs clearance?

  • Customs delays can occur due to incorrect documentation or random inspections.
  • Our system provides real-time updates.
  • Contact our support team if delays exceed 3 business days.

9. Are import taxes included in the product price?

  • No, import duties and taxes are calculated separately at checkout.
  • Estimated customs fees are based on HS Code classification.
  • In some cases custom taxes may be estimated and paid by the buyer to enable door to door delivery, however if the estimated custom and taxes are not enough to cover the paid amount then the buyer must pay.

10. Can I return products after receiving them?

  • Returns are only allowed for damaged or incorrect items.
  • Buyer remorse (e.g., changing your mind) does not qualify for returns.
  • You must file a return request within 48 hours of receiving the order.



ERP Services for Enhanced Business Operations

11. How can the ERP services improve my business operations?

Our ERP services help sellers streamline their operations by:

  • Automating inventory tracking to prevent stockouts.
  • Enhancing financial transparency with detailed sales and expense reports.
  • Optimizing supply chain management for better logistics coordination.
  • Integrating order management to reduce errors and improve efficiency.

12. Do I need to install special software to use the ERP services?

No, our cloud-based ERP system can be accessed via your Seller Dashboard.

You can manage:

  • Sales & Orders
  • Inventory & Stock Levels
  • Shipping & Logistics
  • Financial Reports
  • and more...

13. How does the ERP system help with data collection?

The ERP system collects and organizes:

  • Order histories and buyer trends to help you make better business decisions.
  • Shipping and delivery records for improved tracking.
  • Financial transactions to ensure proper compliance and tax reporting.

14. Can I use the ERP services if I have my own system?

Yes! Our ERP solution can integrate with third-party systems through API connections.

15. How much does it cost to use the ERP services?

We offer:

  • Must be subscribed separately through subscription upgrade
  • Contact support for a detailed pricing plan based on your needs.


📌 Digital Personalized Marketing for Sellers

19. How does the marketplace help promote my products?

Our marketplace provides targeted digital marketing to increase your product visibility in your destination countries. We use:

  • Email Marketing – Personalized email campaigns to potential buyers.
  • SMS Marketing – Direct promotional messages to verified buyers.
  • WhatsApp Marketing – Engaging campaigns and order updates via WhatsApp.
  • Facebook Ads – Paid promotions targeting retailers in your key markets.
  • TikTok Ads – Video-based ads to attract younger retail buyers.

20. Can I run personalized ads for my products?

Yes! We offer:

  • Sponsored Listings – Feature your products at the top of search results.
  • Targeted Ad Campaigns – Run Facebook, TikTok, and WhatsApp ads tailored to your ideal buyers.
  • Retargeting Ads – Show ads to buyers who viewed your products but didn’t purchase.

21. How does email marketing work for my products?

We send personalized emails to our verified buyers based on:

  • Their purchase history.
  • Their product search behavior.
  • Special promotions or discounts you offer.

22. How do I track my marketing performance?

You can monitor your ad and marketing performance in the Seller Dashboard, including:

  • Ad clicks & engagement rates.
  • Conversions (sales from ads).
  • Email and SMS campaign effectiveness.

23. Can I choose where my ads appear?

Yes! You can select:

  • Specific countries or cities to target.
  • Specific platforms (Facebook, TikTok, WhatsApp, SMS, or email).

24. How much does marketing cost?

  • Basic marketing tools are free for all sellers meaning included in the subscription. However you are responsible for the payment of your marketing budget eecuted by our providers.
  • Advanced advertising (Facebook, TikTok, Sponsored Listings, WhatsApp ads) is available at an additional cost.
  • You can set a custom budget for ad campaigns.

25. How do I get started with digital marketing?

  • Log in to your Seller Dashboard.
  • Go to the Marketing Center.
  • Select the promotion type (email, WhatsApp, Facebook, TikTok, SMS).
  • Define your target audience and budget.
  • Launch your campaign and track results.