Fufilling your Orders

1. The transport pick-up is late, what do I do?  
Please call the numbers listed in Chapter 6: Important Contacts/Notes, if there is no answer please contact your account manager.

2. I wish to change pick-up timing/location/point of contact.
Please submit your request through the helpdesk form or drop an email to db-online-marketplace@ntucenterprise.sg & db-online-mpaccmgmt@ntucenterprise.sg at least 1 to 2 weeks before with the changes requested.

3. My store is going to be closed, how do I inform FairPrice Marketplace?

Please follow the guide on this page on how to toggle your store opening or closure dates.

4. I've noticed that a wrong storage type is indicated on my picklist, how do I rectify that?
Please drop an email to db-online-marketplace@ntucenterprise.sg & db-online-mpaccmgmt@ntucenterprise.sg with the list of SKUs assigned to a wrong storage type. More information on storage types can be found in Chapter 3: Packing Best Practices.

5. The barcode on my picklist does not match the barcode on my product.

• Our warehouse only receives items based on barcodes entered to our system.

• If there is a barcode mismatch, please print and stick over the barcode listed in your picklist for that day.

• Do remember to use the SKU maintenance feature in the Seller Portal to update your product barcodes appropriately. 

• More information on SKU maintenance can be found in Listing your First Product -  Chapter 4.

6. I do not have stock for the item, what should I do?

• Inform your Account Manager 

- Alternatively, you may fill up this form to notify our Transporter directly

- If our transporter travels down to your location and was informed (OOS by your end), $11 will be penalised for any wasted trip.

• Things to take note:

- Inability to fulfill item will be tracked closely under our weekly fulfillment rate.

• 1. • • Inform Account Manager (Recorded in fulfillment tracking)

       • Account Manager not informed + transporter went down $11 for wasted trip and will be recorded in fulfillment tracking)

7. Am I able to request for a rescue pick up should I miss the 5 mins cut-off time?

• The operations team will do their best to arrange for a rescue pick-up subject to capacity for the day. Any successful rescue arranged will be charged to Seller at $20 per trip. 

8. Drivers are arriving earlier than agreed, will they clock 5 minutes from that point?

• Drivers may come earlier to check if the pick-up is ready. However, they are NOT ALLOWED to clock 5 minutes and register as a drop-off should they come earlier than agreed.