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* Seller grade standard will take effect from 1st December 2012.
* If seller registers before 1st December 2012, current seller grade maintenance condition will remain until 31st May 2013.Service fee will be changed as below:
*If seller registers before 1st December 2012, current service fee condition will remain until 31st May 2013.Service fee always applies when registering/editing the item, so service fee for previous registered/edited items will maintain unless seller edit it.Service fee on Group BUy and Auction item remain same at rate of 8%.Therefore please refer to the current service fee.
Seller Grade and Service Fee Q&A
Q: I am a currently good seller. What if my monthly transactions or service fees are not met after this coming December to maintain my seller grade?
A:Firstly, you will need to check the conditions to maintain your grade. If seller registers before December 01, 2012, current seller grade maintenance condition will remain until May 31, 2013. If you can't meet the conditions of good seller grade, (Equal to or greater than 20 transactions, accrued transaction value of over S$200) you will become a normal Seller and will be affected by the current Service Fee condition.
Q:I am a currently normal seller. I registered before December, so my seller grade standard condition will maintain until May 31, 2012?
A: The seller grade standard condition affects all sellers from December 01, 2012, so your seller grade standard condition will be affected by the new conditions as of December 01, 2012.
Q: When do you adjust seller grade?
A:We adjust seller grade on every first day of the month based on the previous month's transaction.
Q:I have upgraded to power seller. If the service fee will affect when registering or editing, do I need to edit all my current items' selling price?
A:No, you don't need to edit. When you have upgraded, your item price will automatically be adjusted to a lower service fee. However, when promoting events, few of the items might be omitted due to price change, service fee rate difference or other reasons. Therefore, even though the price will be adjusted automatically, please double check your prices. On the other hand, when your seller grade has downgraded, there may not be any automatic service fee adjustment with regards to previously registered price.
Q: What is Service rating?
A:Service rating is a new measurement tool to determine seller's service quality. The Service rating should measure buyer'soverall experience with a seller by using the following three ratings: Shipment rating, Claim rating, and Buyer rating. The summation of these three ratings determines the Service rating. In order to maintain or upgrade seller grade, Service ratingshould not be a negative value. Service rating = Shipment rating + Claim rating + Buyer rating Shipment rating: Points are added or deducted based on length of time from payment completion date to shipment completion date. (For reserved items, the duration is measured from expected shipment date to shipment completion date.)A long shipping duration will lead to a point(s) deduction and a short shipping duration will result in addition of a point.Claim rating: If cancel/return of items result due to seller's fault, 3 points will be deducted.Buyer rating: If a buyer highly recommends during a product review, 1 point is added. If a buyer chooses not recommend, 1 point is deducted. Product review is written at the confirmation of shipment completion stage.
Seller shop is your own shop in Qoo10 and you can see all your listed items here.
It is automatically generated at the time of your seller registration.
You can set various seller shop information such as seller shop title, logo, address, main layout etc. in [QSM > Setting> Manage Mini-Shop].
You can access your seller shop in ‘Seller information’ section in your item page or by clicking on ‘Seller shop’ at the top in QSM.
Buyers can list you as their favorite seller here so that they can visit your shop more often and easily.
For improvement of your sales performance and ensuring a safe and conducive shopping environment for the buyers, Qoo10 will awards you credit points or penalties as per your sales performance.
Awarded Credit Points & Penalty
Transaction Completed (Delivery status : Delivered)
- 2 (4 ~ 7 days delay)
- 3 (more than 8 days delay)
Order Cancel & Return (due to seller's fault)
You can check your credit points at Qoo10 main site>>My Qoo10 >>Personal Info >> My credit points
"POPStation" for Qoo10 Sellers
1.What is POPStation?
POPStation (Pick Own Parcel Station) is a new and secure way for Qoo10 Members to collect their purchases. Qoo10 Members can shop online on qoo10.sg and choose to deliver to a POPStation for self-collection any time at their own convenience.
2.How does POPStation work?
After Qoo10 Members have selected POPStation as their preferred delivery address and made payment for their order, you will then pack the items, paste shipping label on parcel and arrange for SingPost to pick up your parcel.
Qoo10 Members will receive an SMS and email notification once SingPost has delivered the parcel to the POPStation and they can collect it any time at their own convenience.
3.Why use POPStation?
POPStation allows you to deliver your parcel to Qoo10 Members by the next working day. It is fast, safe and secure.
POPStation also offers great convenience for Qoo10 Members as they can choose which POPStation to collect from and most of the POPStations are available 24/7. Qoo10 Members do not need to wait at home or queue at the post office to collect their parcels. POPStation is also very easy to use and they can collect their parcels fuss-free! Click here to learn more
4.How will POPStation benefit my business?
POPStation increases your customers’ satisfaction and lowers your cost to serve. A common situation where there is no one is at home to receive a parcel and re-scheduling the delivery can affect business productivity with incremental service cost. With POPStation, your business achieves high successful delivery rate and high customer satisfaction rate as your customers will never miss a parcel or have to wait for the parcel delivery.
5.Is POPStation secure?
Only the unique QR code and PIN code sent to Qoo10 Member can be used to open the locker to collect their parcel. There are at least 2 CCTV cameras monitoring each POPStation.
6.Do Qoo10 Members need to register for a POPStation account before they can deliver their purchases to a POPStation?
Qoo10 Members do not need to register for a POPStation account. After they have placed their order and choose to deliver their parcels to a POPStation for self-collection. You will then pack the items, paste shipping label on parcel and arrange for SingPost to pick up your parcel.
Qoo10 Members will receive a SMS and email notification once SingPost has delivered the parcel to the POPStation and they can collect it any time at their own convenience.
7.Where are the POPStations located?
There are over 100 POPStations which are conveniently located in shopping malls, commercial buildings, community centres, post offices and more. Click here to find a POPStation near you.
8.How big are the POPStation lockers?
Each POPStation has 3 locker sizes.
42cm (w) x 10cm (h) x
· 1-3 pcs of clothes, digital
items OR jewellery and
0 - 3kg
42cm (w) x 23.5cm (h) x 61cm (d)
· 1 – 2 pairs of ladies shoes
· 1 pair of men shoes OR
· 4 – 5pcs of clothes, digital
4 - 10kg
42cm (w) x 37cm (h) x 61cm (d)
· 3 - 4 pairs of ladies shoes
· 2 pair of men shoes OR
· 5 - 10pcs of clothes, digital
· 1 – 2 pcs of electrical
11 - 30kg
9.What happens if my parcel is too large to fit into the lockers?
SingPost will notify you if your parcel is too large to fit into the locker, it will have to be delivered to a home/office address. You will then need to contact Qoo10 Member to arrange for delivery to a home/office address.
10.Is there any packing advice for POPStation?
Here are some useful tips:
11.How much time do Qoo10 Members have to collect their parcel from the POPStation?
You will have 5 days from the time you receive the SMS and email notification to collect your parcel from the designated POPStation. If you fail to collect your parcel within 5 calendar days of receiving a notification, your parcel will be sent to Paya Lebar Post Office at One KM Mall, 11 Tanjong Katong Road Singapore 437157. Your parcel will be stored for another 5 calendar days at Paya Lebar Post Office for you to pick it up. If you fail to do so, we will return your parcel to the sender.
12.How fast will the consumer receive the item at POPStation?Consumers will be able to collect their parcel from their preferred POPStation the next working day (from the day the parcel is collected from consumers).POPStation = Faster delivery time = Faster money payout by Qoo10
13.Is POPStation popular among consumers?Findings of an annual online shoppers study commissioned by Singpost show that POPStation is very popular among online shoppers:-94% liked the idea of self-collection at their own convenience, instead of missing parcel at doorstep-86% felt that it is more efficient to self-collect their parcel at POPStation at preferred time instead of doorstep delivery-Of those who have chosen POPStation, 87% of them said that they will choose POPStation again as their preferred delivery option.
14.How fast will the consumer receive the item at POPStation?Consumers will be able to collect their parcel from their preferred POPStation the next working day (from the day the parcel is collected from consumers).POPStation = Faster delivery time = Faster money payout by Qoo10
Qpost is Qoo10 official communication channel whereby it is mandatory for sellers to install.
Qpost also offers a function whereby the seller is able to upload Excel/PDF/image file as well.
How to post a seller’s inquiry via Qpost?
1. Please log in to Qpost
2. Click on the top of main screen menu “inquiry to Qoo10 help” and a pop-up page for inquiry will be shown
3. Complete inquiry by following the steps below and submit by clicking on “Send”
4. Send inquiry successfully
2. Click on top of main screen menu “inquiry to Qoo10 help” will show pop-up page for inquiry
3. Complete inquiry following the steps and submit the click on “Send”
① Checking on “Qoo10 Help”
② Search for relevant order number
③ Title of inquiry
④ Filling inquiry on Message
⑤ Click on Upload if you need attach file (only Excel/PDF/image file)
⑥ Click on Send after completed inquiry
Please select each language of request translate
Type of language >> Language of request translate
4. Sending a inquiry successfully
How to Utilize Qtalk App
1. Install Qtalk app and Sign-in.2. [Responding customers’ inquiries] Qpost > iQcomm Service > [Qtalk inquiry Forwarding] - Set ON and Available Date & Time3. [1:1 Chatting] Qpost > iQcomm Service > [Chatting service] - Set ON and Available Date & Time4. Interworking Qpost and Qtalk - Enables you to check and reply to inquiries via mobile phone.5. Check important issues in relation to Qoo10.
UtilizationStep 1. Install and Sign-in Qtalk
Step 2. Set Qtalk inquiry Forwarding
1)Qpost > [iQcomm Service] > Qtalk inquiry Forwarding
2) Set ON and Available Date & Time
Step 3. Set Chatting Service
1) Qpost > [iQcomm Service] > Chatting Service
2) [Qtalk 1:1 Chatting Q&A] activated on item pages.
Responding customers’ inquiries via Qtalk (Step 2)
* Qtalk Screenshot
* Qpost Screenshot – Interworking with Qtalk
1:1 Chatting via Qtalk (Step 3)
*Qpost Screenshot – Interworking with Qtalk
Click to Call service : How to submit missed call from buyer ?
1.Please log in to Qpost
2.Click on main screen menu “Call Log & Call-back requests” will show Click to call list information.
3.Submit the missed call from the buyer and follow the steps below and submit the Call-back request.
- If your phone is connected to your computer
Outgoing call will be directed to buyer after clicking the icon.
After calling back buyer, please submit the missed call to complete the Call-back request.
- If your phone is not set, pop-up message will be shown as below.
①Close the pop-up message and you can see the “Detail info” window.
②Write message to buyer and click “Confirm” button.
③Click the button on the left to send out the message to buyer for completing the call back request.
4. Completed the call back request successfully.
You will see the “Success” pop-up message and your message has successfully sent to buyer
And call-back status changes to “Call-back done” include showing message you sent to buyer.