FAQ

Product & General Enquiries

How do I place an order?

What are the tags I see on products?

We’ve made shopping on Seller Bay even more rewarding, so along with our sellers’ everyday great prices, you’ll come across 3 product tags: Deal, Hot and Price.
 
The best offers from our sellers are highlighted with the Deal tag and are exclusive to Seller Bay customers. These superb offers can be shopped from our Deals page, where you can filter your search by category, brand, price and more to find a great bargain.
 
A Hot tag displayed next to an item means that this particular product is popular on  Seller Bay and is selling quickly – so make sure to get in there fast!
 
Finally, products with a Great Price tag let you know that this particular item has a competitive price compared to other websites. Why shop elsewhere when you can save with Seller Bay?

I have a question about a product – who do I ask?

The seller. We’re an online marketplace and don’t sell our own products (just our sellers’ products), so we always recommend contacting the seller with any product queries as they’re the ones who know their products best.

We wanted to make it easy for you to contact our sellers, so there are several ways to do it:

  1. On the product page, click on the seller’s name above the price and then click the ‘Ask a Question’ button
  2. If there are multiple sellers, you can scroll down to the ‘Compare Sellers’ table and click ‘Ask a Question’ below the name of your preferred seller
  3. If you’re browsing the seller’s shop, click on ‘Details’ at the top and ‘Do you have a question?’

You’ll then be asked to log in to your OnBuy account and a box will pop up where you can type your question to the seller.

How can I find out if the item I wish to order is in stock?

The best way to see if a particular item is in stock is to search our site for it. You can do this in a number of ways:
 
  • Using the search bar at the top and typing in the item name
  • Browsing the relevant category
  • Checking a seller’s storefront
Once you’ve found the item you’d like to buy, you can check stock levels from the product page. When the lead seller has plenty of stock, you’ll see a tick and ‘In Stock’ underneath the product title. If the seller has less than 10 in stock, you’ll see a message letting you know the stock levels.

My order was cancelled due to being out of stock but I can see it’s in stock on your website – why is this?

We’re an online marketplace with thousands of sellers. While our sellers do update their stock levels regularly, on rare occasions it’s possible that their stock levels are inaccurate and they have to cancel your order.
 
As an online marketplace operating a catalogue system, we enable multiple sellers to list on a particular item. While one seller may have cancelled your order due to no stock, the item will still show as being in stock if there are other sellers listed on it. If none of our sellers are listing on an item, the product won’t show in categories or when you search for it.

How do I find out the warranty information before I buy?

As an online marketplace that doesn’t sell anything directly, we don’t offer warranties so we would advise contacting the seller to see whether one is available for the item you’re interested in.
 
To do this, simply go to the product page of the item you wish to buy and click the seller’s name where it says ‘Sold by’ above the item price, then click ‘Ask a Question’.
 
You will then be asked to log in to your Seller Bay account and a box will pop up where you can type your question to the seller. The seller should then be able to advise if a warranty is available for this item.
 
Refurbished products should list warranty details in the refurbishment notes – you can see different sellers’ refurbishment notes in the ‘Compare Sellers’ table.

What are Seller Bay Deals?

Alongside our everyday great savings, you’ll find Seller Bay Deals that showcase popular items with great savings off the RRP – exclusive to our buyers.
 
As we offer competitive selling fees, our sellers are able to make savings and pass those savings on to you, so we decided to highlight their best offers for you to shop with ease!

How can I contact Seller Bay?

We can help you with questions about your Seller Bay account, our website or the ordering process – please reach out to us via our Contact page.

OnBuy is a marketplace, not a retailer, so you place your order with the seller and not us. Depending on your enquiry, it may be better to contact the seller directly.

Have a question about a product?

Whether its about the product, its pricing or stock levels, please contact the seller as they will be able to advise you best.

Have a question about an order? 

For questions and issues with orders you’ve placed, please message the seller via your Seller Bay account.

Have an issue with an order that the seller can’t resolve? 

You can utilise the PayPal Buyer Protection scheme. As we’re not a retailer, we partnered with PayPal to offer you superior protection and security when using our marketplace.

This includes secure transactions and access to the PayPal Buyer Protection scheme – even if you paid by card. You can file a PayPal dispute for orders that haven’t arrived, are faulty/damaged or vastly different to what was described.

How can I report a product violation?

We want to make sure that the products listed on Seller Bay are not only of a high quality, but legal. If you are aware of a product that violates the law (be it illegal, counterfeit, or an intellectual property violation), please complete the form here.

Order Enquiries

How do I contact the seller?

We always recommend contacting the seller directly with enquiries about products, orders, deliveries and returns as they’ll be able to advise you best.

Before contacting the seller, we’d advise you to check out their storefront as this may answer your question quicker. To do this, click their name on the product page where it says ‘Sold By’ underneath the product title, or in the ‘Compare Sellers’ table further down the page.

For order enquiries, simply click the ‘Contact Seller’ button on the relevant order on the View Orders page in your Seller Bay account.

If you have a product question, you can contact the seller via their product page in two ways:

  1. Click on the seller’s name above the price and then click the ‘Ask a Question’ button
  2. Scroll down to the ‘Compare Sellers’ table and click ‘Ask a Question’ below the name of your preferred seller

If you’re looking to ask a question about a product in refurbished or used condition, you can contact the seller from the product page by clicking the ‘Choose Price Below’ button then the ‘Ask a Question’ button by your preferred seller.

For delivery questions, check out Do you deliver to me? and for return questions, take a look at What is your return policy?

Please note: Seller Bay is an online marketplace, so we don’t sell anything ourselves and are therefore unable to provide detailed information about products or advise on delivery/returns beyond what is listed on the site. If you’re aware of products that break the law or violate Seller Bay’s terms, please report these to us here.

When will my order arrive?

Can I track my order?

If the seller you ordered from chose to use a tracked delivery method, the tracking number will be in your dispatch confirmation email and you’ll be able to follow your order through the courier’s website.

You can also look up the tracking information from the View Orders page in your Seller Bay account. Once you’ve logged in, find the relevant order and click the ‘View Order Details’ button.

If the tracking number doesn’t confirm the status of your item, it’s likely that the courier or postal service hasn’t uploaded the tracking information yet.

Please note: As Seller Bay is an online marketplace and not a retailer, we don’t dispatch anything ourselves and are therefore unable to provide any tracking information.

How do I cancel my order?

We appreciate that you may change your mind about an order, so if you decide to cancel your order within 30 minutes of placing it, it will be cancelled instantly.

To do this, log in to your Seller Bay account, go to the View Orders page and locate your order. Click the ‘Cancel Order’ button and you’ll be prompted to select a reason for cancelling as well as write any additional comments for the seller.

If it’s been more than 30 minutes since you placed your order, you’ll need to request a cancellation from the seller. Simply follow the steps outlined above and your cancellation request will be sent to the seller to review. They will action this and contact you if needed.

Please note: It’s not always possible to cancel an order, for example if it’s been dispatched or the seller has started processing it. In this case, please see How do I return my product/s? and follow the process when your order arrives.

My order is late – where is it?

If your order hasn’t arrived yet, the first thing to do is check the delivery dates. You can see the delivery information for your order on the View Orders page in your Seller Bay account.

If the estimated delivery window has passed and you haven’t received your order, please contact the seller you ordered from – as they sent the item, they can advise you as to the next steps. To do this, log in to your Seller Bay account, locate the order on the View Orders page and select the ‘Contact Seller’ button.

Can you provide a VAT invoice?

Sller Bay is an online marketplace that brings buyers and sellers together – we’re not a retailer, so you place your order with the seller which means we are therefore unable to provide VAT invoices.

You can contact the seller you ordered from directly to request a VAT invoice. To do this, go to the View Orders page in your Seller Bay account and locate your order. Then, simply click ‘Contact Seller’ and they will be able to confirm whether an invoice is available and provide it accordingly.

I’m having issues with my product/s – what do I do?

The best thing to do is to contact the seller you ordered from directly – they’ll be able to advise. To do this, go to the View Orders page in your Seller Bay account. Once you’ve located the order, click the ‘Contact Seller’ button. You’ll then be able to communicate directly with the seller.

In the unlikely event that you received an item that is faulty, damaged or not as described and the seller can’t resolve your issue, you can seek assistance from PayPal. Please see I have an issue – how can I benefit from the PayPal Buyer Protection scheme? for more information.

If I order from an overseas seller, who’s responsible for import duties?

The vast majority of Seller Bay’s sellers are based in the UK, but we have welcomed some overseas sellers on board. As per clause 7.5.5 of our Seller Terms, the seller is responsible for covering the cost of any import duties and taxes for products delivered to the UK.

Please note: Products ordered to a delivery destination outside of the UK may be subject to import duties and taxes that’ll be applied when the delivery reaches that destination.

Who am I ordering from?

You’re shopping on Seller Bay. We’re an online marketplace, not a retailer, so we bring buyers and sellers together.

You can see the lead seller of a product from the product page where it says ‘Sold By’ above the price.

If there are other sellers listed on this item, you can see their product price and delivery options by clicking ‘See Other Sellers’ in the delivery box below the price, or scrolling down until you see the ‘Compare Sellers’ box.

To see a seller’s details, reviews, delivery options and return terms, simply click their name on the product page and a pop-up window will appear where you can view this information.

To give you an ultra-secure shopping experience, payments are made directly from you to the seller via PayPal, our payment processor.

Supply chain management abstract concept vector illustration. Logistics operations control, storage of goods and services, product delivery, retail distribution, transportation abstract metaphor.

Account Information

How do I create an Seller Bay account?

You can make an Seller Bay account by going to the create account page. Simply fill out the form and click ‘Register’. Alternatively, simply place your first order – you’ll create an account during checkout.
 
With an Seller Bay account, you’ll be able to:
 
  • Manage your information (email address, delivery addresses, password)
  • Place orders quickly and seamlessly
  • Check the status of your order
  • Contact the seller
  • Leave product and seller reviews

I didn’t make an account when placing an order – how do I view my orders or contact the seller?

We don’t support guest checkout at this time, so you’ll have made an account during checkout by entering your email at the first step then entering your password later on.
 
If you need to reset your password, you can do so here.

I’m having trouble signing into my Seller Bay account

We’d advise checking you’re using the correct email address and password. You can create a new password on the password reset page.
 
If you’ve tried the above and still can’t log in, please contact us here.

How do I delete my Seller Bay account?

If you wish to have your Seller Bay account deleted, please get in touch with us in one of the following ways: via the ‘Contact Us‘ page or through Facebook or Twitter. We’ll be sorry to see you go!

I’ve forgotten my account password – how do I reset it?

You can create a new password for your account by going to the password reset page.

How do I unsubscribe from emails?

At the bottom of applicable emails, you can select ‘Click here to Unsubscribe’.

How is my data protected on Seller Bay?

Seller Bay takes customer data protection very seriously and we take the appropriate precautions to keep your personal details safe and secure.

Your payment details are handled and protected by our payment provider, PayPal. Every transaction you make through Seller Bay is protected with data encryption and monitored to prevent fraud, email phishing and identity theft.

How can I speak to someone?

Register now and let us know how we can help you or request a phone call. We’d be happy to answer your questions or discuss anything you’re not sure about, so one of our team will be in touch within 1 working day.

How do I sign up as an Seller Bay seller?

Simply register now – one of our account managers will review your application and contact you within 1 working day.

How do I get paid and how often?

You’ll get paid directly by PayPal – we never hold your money. Once an item is dispatched, subject to any security checks by PayPal, the funds will land in your PayPal account ready to withdraw.

Which PayPal account types are accepted?

We only accept PayPal business accounts , personal or legacy accounts. If you have a personal account, you can easily upgrade. If you don’t already have a PayPal account, it’s free to set up and can be done during the sign-up process.

Is there a minimum contract term?

All the Seller Bay seller account packages are a simple 30-day rolling agreement in future. We won’t lock you down into a long-term contract, and you can request to cancel your account at any time.

How do I pay my n fee?

When you sign up, you’ll need to pay a credit or debit card or Pay Pal to your account. Any future fees will be taken from this card on the same day you made the initial payment.

Do all products require a barcode?

We use a catalogue system so products are listed using their unique GS1 barcodes. However, there are exceptions: certain categories and products that don’t require a barcode won’t be part of the catalogue system. If you don’t have barcodes for your products, register now and we can let you know if they can still be listed.

Can other sellers list on my products?

Our catalogue system enables you to create a listing on products which exist in our catalogue. Likewise, other sellers can add on to products in our catalogue.

When products listed are sold by the manufacturer and are unique to them, we can restrict other sellers listing on these products with the Seller Bay Brand Ownership feature.

Are there any products that I can’t sell?

We support almost all products, but there are exceptions such as:

  • Illegal products
  • Counterfeit, unauthorised or unlicensed merchandise
  • Non-CE marked toys
  • Products which infringe the IPR of a third party

PayPal have a list of prohibited products – this can be viewed here.

Please see the “Prohibited Products” section of the Seller Bay Seller Terms for the complete list and more information.

Who do buyers contact if they have any problems with their order?

Buyers can contact you directly from their Seller Bay account regarding a specific order. Buyers can also contact you via the product page or your seller storefront when looking to ask questions about a product or delivery.

In the event a buyer has a problem they feel is not being dealt with appropriately, they can open a dispute with PayPal. In some cases, they could benefit from the PayPal Buyer Protection scheme.

My channel system isn’t listed – what can I do?

Register now; we’re always looking to integrate with new channel systems and can let you know if we’ll integrate with yours.

Where can I get the Seller Bay API documentation?

The Seller Bay API documentation can be accessed here on request. 

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