Seller Cheat Sheet

Thanks for joining the Buy Kiwi family! We love working alongside so many unique Kiwi-owned businesses like yourself.

Check out our Seller Cheat Sheet below to make sure you’re getting the most out of being a Buy Kiwi Seller.

Complete orders in a timely manner & update the order status

We encourage all sellers to fulfil their orders in a timely manner to continue to build trust between Buy Kiwi sellers and shoppers. It’s also important to make sure the status of your orders change from Processing to Completed as this will allow Buy Kiwi to release funds owed on payout days. Payouts will not be released until the order status is changed. Orders should automatically change to Completed once you create a shipment for the order.

This will happen automatically for vendors using our integration function. If you have manually uploaded your products, you will have to manually create shipments on the Buy Kiwi platform for the order status to change.

If you are unsure how to complete orders & sales from the Buy Kiwi platform, please reach out to us ASAP so we can assist and so the customer is not disadvantaged.

Ignoring Buy Kiwi orders for any reason is a breach of the terms & conditions agreed upon and discredits the Buy Kiwi reputation. 

Refunds, OOS items, cancellations

Refunds for change of mind and OOS products are the seller’s responsibility. You will be required to contact the customer in a timely manner and manually process a refund, typically by bank transfer. You will then be paid out for that order in the next payout minus the success fee. In these instances, please inform our Support team at support@buykiwi.co.nz, so that we can track the progress & close out the order.

If a refund is required due to a website glitch, Buy Kiwi will process the refund.

If you are unsure of the process or need assistance, please reach out to the Buy Kiwi team.

Check on your products

We recommend having a browse of your products on the Buy Kiwi site at least once a week to make sure every product has an image and description. It is the sellers responsibility to make changes/update product information as they see fit. Customer interactions and purchases may be limited if product information/images are not compelling. We suggest looking at your products from a customer POV – if you’re not compelled to purchase the product, it is likely customers will feel this way too. 

Contact the Buy Kiwi team ASAP if:

• New or updated products on your site have not pulled through to Buy Kiwi
• Disabled/deleted products on your site are still active on Buy Kiwi
• If any of your product variables or options are showing ‘false’ on Buy Kiwi

These are considered high priority issues and will be looked at immediately.

Respond to customer enquiries

You will be notified of any customer/product enquiries via automated email from the Buy Kiwi platform. It is the seller’s responsibility to respond to the customer and address any concerns/questions they may have. We’ve found that quick responses to enquiries often leads to a completed sale.

If you are suggesting or referring any products, please ensure it is a Buy Kiwi URL. The enquiry came from a Buy Kiwi customer and the sale should take place on Buy Kiwi. 

Let us know when you have sales/discounted products

Flick us an email at support@buykiwi.co.nz whenever you’re having a sale or discounting products. We’d love to support our sellers and feature them in email marketing and social media posts to help boost sales, traffic, and brand exposure. Sale items are also featured on the Buy Kiwi homepage – which is updated daily!

If you’re wanting to discount your products on Buy Kiwi, simply navigate to the specified product on your Buy Kiwi admin portal, select Edit and then navigate to Advanced Pricing. This is where you can add a special price and specify how long the discounted price is valid for. If you’d like to partner with Buy Kiwi on any promotions or seasonal periods, please let us know as we’d love to collaborate with our vendors. 

Keep in touch

We love hearing from our Buy Kiwi sellers! Please feel free to email us with any questions, concerns, or feedback. Like any new business, we’re still finetuning processes and making improvements . We appeciate your support and patience while we listen, learn, and make changes. Together, we can help New Zealand thrive & prosper. 

Not a Buy Kiwi Seller? Click here for our current Special Offers!

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