Refreshed Merchant Dashboard

Vivino has updated the Merchant Dashboard with a new, more intuitive visual design.
The improvements aim to make it easier for merchants to manage their wines and operations.

Focus 2: Updated Terms & Conditions – Fair Marketing Practices

Vivino has introduced a new section in the Terms & Conditions focused on Fair Marketing Practices & Conflicts of Interest, to preserve authenticity and trust on the platform.

Key Guidelines to Be Aware Of:

• Authentic Reviews Only
  Reviews must be genuine—no fake, misleading, or AI-generated reviews.
  
  

• Maintain Objectivity
  Merchants should not review their own products or those of competitors.
  
  

• No Manipulation of Ratings
  Artificially inflating or deflating ratings is prohibited.
  
  

• Consequences for Violations
  Breaches may lead to product removal, account suspension, or further actions.
  
  

By following these principles, merchants contribute to maintaining Vivino’s credibility as a platform built on user trust and transparency.

New Payment Options Launched on the Marketplace

Vivino has introduced new payment methods across multiple regions to improve the customer experience and increase sales for merchants.

New Payment Methods Introduced:

• Revolut Pay – Available across eligible countries in Europe.
  
  

• Klarna – Enabled for customers in Belgium, Austria, Germany, Netherlands, Switzerland, Denmark, Finland, Norway, and Sweden (buy now, pay later).
  
  

• EPS – Activated in Austria as a trusted local solution.
  
  

• SEPA Direct Debit – Now available in Japan.
  
  

• Swish – Updated for Sweden to support fast mobile payments.
  
  

What This Means for Merchants:

• Improved checkout experience for customers.
  
  

• Wider access to preferred local payment methods.
  
  

• Increased chances of customer satisfaction, conversion, and loyalty.
  
  

No Action Required:
These updates are automatically applied for eligible customers in each region.

Looking Ahead:
Vivino plans to expand these options further to cover more countries and regions.

Reporting Mismatched or Missing Wines on the Marketplace

Vivino urges merchants to help ensure accurate product listings to reduce incorrect orders and improve the customer experience.

How to Report Incorrect Listings:

1. Contact Merchant Support via Live Chat
   In the Merchant Dashboard, choose:
   “Merchant Wine Data” → “Data Feed Issue”
   
   

2. If the Issue Relates to a Specific Order
   Select “Inventory Issues” and include the order number.
   If the correct wine is in stock, specify any price differences.
   
   

3. Provide the Following Information for Accurate Matching:
   
   

   • URL of the incorrect Vivino wine page
     
     

   • URL of the correct Vivino wine page
     
     

   • URL of the wine on your own website
     
     

Further Guidance:
Visit the Vivino Help Center FAQs for additional information on product listings and other common issues.

Refund & Reimbursement Policy

Vivino reminds merchants of the importance of following their Refund and Reimbursement Policy to ensure smooth operations and a good customer experience.

Highlights:

• Damaged or Incorrect Orders:
  Customers must report issues within 72 hours with details and evidence to receive a refund or replacement.
  
  

• Returns & Proof:
  Customers may need to return products in original packaging or send photos to validate claims.
  
  

• Customer Dissatisfaction:
  Cases are reviewed individually—customers should provide their order number and reason for dissatisfaction.
  
  

• Merchant Responsibility:
  Merchants are urged to stay aligned with the policy to handle issues efficiently.
  
  

Additional Resources:

• Review full policy: Refund & Reimbursement Policy
  
  

• Terms and Conditions: Vivino T&Cs
  
  

• Visit the Merchant Help Center for more updates and video tips.

💌 February Updates: Strengthening Customer Connections

• Seller-Buyer Communications:

  • Engage directly with your customers through our communication tool.

  • Ensure timely responses—some customers are not receiving replies.

• Update Your Primary Email Contact:

  • AMER: am.amer@vivino.com

  • EMEA: am.emea@vivino.com

  • APAC: am.apac@vivino.com

  • Or update via Virtual Assistant → My Account → Change point of contact.

💡 Discover the Latest Features & Video Guides:

• Find helpful updates and tutorials in the Merchant Help Center:
  Visit Help Center

📣 We Value Your Feedback!

• Share your thoughts at the bottom of the Help Center.

Let’s make this Valentine’s month a celebration of strong connections! ❤️
— The Vivino Team

• Welcome to 2025! 🎉 A year of growth, collaboration, and success ahead.

• Stay Connected & Informed:

  • Ensure your correspondence email is up to date to receive key updates and opportunities.

  • Update your email via:

    • Your Merchant Coordinator

    • Virtual Assistant → My Account → Change point of contact

• Merchant Help Center:

  • Find past newsletters and video tool tips to stay informed.

Let’s make 2025 a great year together! 🚀
— The Vivino Team

🎄 Season’s Greetings, Merchant Partner! 🎄

As the holiday spirit fills the air, we’d like to take a moment to wish you a Merry Christmas and extend our heartfelt gratitude for your incredible partnership throughout 2024.

🎉 Upcoming Festivities 🎉

The holiday season calls for celebration—and what better way to toast the year than with a fantastic bottle of wine? 🍷

We’ve recently introduced the Order Status Request in time for the festivities! This allows customers to check when their wines will arrive—perfect for planning gatherings during this festive occasion. Simply follow the instructions in your email to respond to their queries with ease.

You can easily keep track of all your open cases and their status by accessing the Virtual Assistant. It’s your go-to spot to manage all your incoming and outgoing requests in one convenient place!

🎄 Wrapping Up 2024 with Gratitude and Cheer! 🎄

As the final orders of the year come through, we want to take a joyful moment to express our deepest gratitude. This year has been a whirlwind of challenges, triumphs, and growth—and your dedication has been the magic that makes our marketplace shine.

From mastering new tools, delighting customers, or simply staying the course, your efforts have made a real impact on the Vivino community.

We are closing 2024 with a sense of accomplishment and looking forward to a 2025 full of fresh opportunities. We hope you find time to recharge, celebrate, and dream big for what’s next.

Here’s to you and your amazing team—cheers! 🍾

The Vivino Team

New Feedback Form:

• A Feedback Form has been added to the Help Center to gather merchant input on topics, improvements, and suggestions: Access the Help Center.

Substitution Process Reminder:

• Merchants can handle out-of-stock substitutions via the Virtual Assistant.

• Instructional video "Substitution Request" is available in the Merchant Help Center for step-by-step guidance.

Preparing for High-Volume Weeks:

• Substitution Requests:

  • Submit through the Virtual Assistant.

  • Customers have 48 hours to confirm substitutions, with reminders sent after 24 hours.

• Order Status Requests:

  • Respond to automatic emails about undelivered orders within 24 hours to manage expectations.

• Delay Communication:

  • Notify customers of dispatch delays using the Virtual Assistant.

  • Customers can choose to accept the delay or cancel their order.

Technical Support:

• For feed errors or technical issues, contact Merchant Support:

  • Europe: am.emea@vivino.com

  • Americas (US/BR/CA): am.amer@vivino.com

  • Asia Pacific: am.apac@vivino.com

Response Time Goals:

• During high-volume periods, Vivino aims to respond within 48 hours.

Account Pausing Option:

• Merchants facing operational challenges can request to pause their account to address issues without affecting performance metrics. Reactivation is available upon resolution.

Customer Support:

• Contact the Vivino team via the Virtual Assistant for further assistance.

Feedback Request:

• Vivino invites merchant feedback on updates and changes implemented in 2024, including automation tools and processes.

Virtual Assistant & Seller-Buyer Comms:

• Streamlined processes and enhanced user experience through automation.

• Acknowledgment of a challenging transition period, but improvements have been made based on merchant input.

Merchant Help Center:

• Access helpful videos for managing Vivino orders: Help Center.

• Easy reference to Terms and Conditions: Terms & Conditions (linked at the bottom of the Help Center home page).

Suggestions for Improvement:

• Merchants can submit requests or suggestions to improve the Help Center via:

  • Help Center homepage (scroll to the bottom).

  • Direct feedback form: Submit Feedback.

Customer Support:

• For questions, merchants can contact Vivino via the Virtual Assistant.

Commitment to Partnership:

• Vivino reaffirms its dedication to improving the merchant experience and strengthening the partnership.

Important Reminder: Keep your Vivino store's stock levels accurate in both Offers and Marketplace Feed.

Pausing Sales Temporarily: If you need to synchronize inventory, you can pause sales by contacting Merchant Support.

Support: Have questions? Use the Virtual Assistant to reach the Vivino team for assistance.

Merchant Help Center Release: Available with instructive videos and FAQs. 

Updated Terms and Conditions: Available online on July 31st, 2024. 

Key points:

Compensation for SKU errors and wrong wines received (if Vivino is at fault and DataFeed Guidelines are followed).

Merchants are responsible for maintaining updated vintage and inventory data in their feed.

US Updates:

Merchants are responsible for handling and managing fees of returned stock (except for customer or Vivino faults).

No minimum order thresholds - all orders must be shipped if wine is in stock.

EU Updates:

Customers have 14 days to return online purchases. Merchant must provide return label upon request.

Vivino will investigate return reasons and compensate merchants if not their or carrier's fault.

Merchants are responsible for choosing carriers and Vivino won't compensate for damages.

"Wrong Wines Received" Policy:

Discounts for wrong wines: 30% for wrong vintage, 50% for different wine.

Explanation for not reshipping: Costly and negatively impacts customer satisfaction. Direct refunds encourage repeat purchases.

High-value order returns/exchanges may be considered.

Focus on order fulfillment: Efficient order processing is key to customer satisfaction.

Accurate product information: Ensure products are correctly listed on Vivino Merchant Dashboard.

Effective inventory management: Prevent stockouts and timely fulfill orders.

Immediate product availability: Avoid selling products that cannot be shipped immediately.

Accurate tracking information: Provide tracking details to customers.

Monitor performance: Track metrics like cancellation rates, delayed dispatch, and stock issues.