Understanding Payment and Finance

1. Why is my Sales Breakdown is missing items from picklist dates nearing the end of the cycle?
Please note that sales breakdown is based on customer delivery date which is 1-2 days after the pick date. Those items will reflect in the following billing cycle.

For e.g. Sales from 13th - 15th of the month may reflect in Cycle 2. Similarly, sales from 29th - 31st of the month may reflect in Cycle 1 of the following month.

2. What is the difference between requested delivery date and billing document date?
Requested Delivery Date: end-user customer delivery date.
Billing Document Date: date which GLS has packed the order and ready for first-mile dispatch
(i.e. GLS may pack orders in the evening for next day Morning orders)

3. I received a return for an item, and this transaction did not appear in the Sales Breakdown Report.

• The Sales Breakdown report captures billing documents created when preparing for delivery to customers. 

• Payment is made only when the items are shipped out of GLS.

• Excess/Wrong Items sent to GLS and subsequently returned will not be reflected in this report as no billing document was created.

• Customer orders which are cancelled before the generation of billing documents will not be reflected in the Sales Breakdown Report. These items will be scheduled to be returned to Seller as per the 'Returns Report' which can be found on the Seller Portal.

4. I see a negative amount in the Sales Breakdown Report, what does this mean?

• The order was delivered but the customer was unable to receive (not home, last minute cancellation) resulting in a cancelled billing document.

• OR a customer has requested for a refund according to FairPrice Return Policies.

5. How should I account for Marketplace Sales? Do I generate a daily invoice when handing the items to transporter?

• Under the Marketplace model where the FairPrice Online platform only serves as the logistics service provider, Sellers should recognize sales and create an invoice only upon successful sales and delivery to customers.  

• We recommend sellers keep track of daily stock movement (sent out in picklist, and received back in via MP Returns) instead of creating a daily invoice

• Items picked up but not delivered to customers (rejected, cancellations, barcode error) would be returned via MP Returns List.
  (SKU A may be sent to us on 20th July for delivery to customers on 22nd July, but customer may have cancelled the order on 21st, or was not home during delivery and requested cancellation. In this case no sale is completed)

• Upon receiving the Sales Breakdown, tally against the consolidated daily stock movements. 

6. What should I take note of when raising a “Missing/wrong payment” dispute?

• Ensure you submit the discrepancies from the current month before the 15th of the next month.

• Raise disputes using the Dispute template

• Attach supporting documents upon creating a dispute to save dispute resolution time or simply use the Picker App to pick your orders.

7. What should I do if I did not respond within three business days and the dispute has closed?

• Kindly raise a new dispute before the deadline (15th of the next month)

• We seek your cooperation to look out for our response within the first two business days of raising your dispute. There will also be a reminder email sent to you on the second day if you have yet to respond to the dispute.

8. Why must I respond to seller support within 3 business days for “Missing/wrong payment” disputes?

• You will only be required to respond to seller support when you are requested to. This is also to ensure that we can resolve your dispute within 5 business days.

9. What should I do if I have yet to receive my returns by the scheduled return date?

• Kindly raise a new dispute on the Marketplace Helpdesk under the selection “RTV/Returns/Damages” for any enquiries on items pending to be returned.

10. Do I need to attach any supporting documents if I have already used the Picker App to pick the order?

• No, we will consider the order as fulfilled once you have scanned the items using Picker App. We will be able to verify this on our end and solve the dispute quickly.

11. Customers are reaching out to me directly for tax invoices.

• Under the FairPrice Marketplace model, all sellers are selling products directly to our customers. Please be informed that there may be instances where customers require an official GST tax invoice directly from sellers in order to file for their tax claims.

This means that FairPrice customers will be directed/may reach out to the Marketplace sellers directly regarding any issuance of a GST tax invoice that customers may need for their tax claims for Marketplace orders that are purchased via the FairPrice Online platform. Do note that should customers reach out to you regarding this, please assist to reply to them with the appropriate invoice within 3 business days.