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Merchant Help Center
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Frequently Asked Questions
Getting Started
Merchant Basics: How to process orders & use the dashboard
How does Vivino pull my inventory?
How do I create my product feed?
How do I customize my inventory listings?
Why do I need to specify vintage in my listings?
Can I list my wines at a different price?
Can I set a minimum order or a "pack only" order?
How do you determine a wine's ranking?
How does Marketplace prioritize my listings?
Order Fulfillment
What is the fulfillment timeline and how do cancellations affect me?
How are orders sent to me?
How do I confirm an order?
How do I stop new orders from being sent to me?
How do I notify the customer that an order has been shipped?
How do I print receipts or packing slips?
How do I request a weather hold?
How do I request a later ship date?
How do I request to cancel an order?
How do I export a file of my orders? What information is included?
Do I get reimbursed when a customer gets a discount on an order?
How can I get an Order Detail report that supports my monthly invoice?
Post-Shipment Delivery Issues: What to Do
Account Management
My wine was matched incorrectly - how do I correct this?
Holiday Closures
How can I get an Order Detail report that supports my monthly invoice?
How do I add my credit card to my merchant account?
Financial & Billing
How can I get an Order Detail report that supports my monthly invoice?
Understanding Your Monthly Vivino Invoice & Reports
How does invoicing and commission work?
How Vivino Commissions Are Calculated
Do I get reimbursed when a customer gets a discount on an order?
I am set up through Stripe. How does payment work?
What is an "Application Fee"?
How do I add my credit card to my merchant account?
What is charged and credited in my monthly Vivino Checkout invoice?
When do I get paid for negative invoices?
Requesting a Review of Historical Reimbursements
Delayed or missing Stripe payouts
Stripe Dispute Process
Additional Information on PayPal Payments
Policies & Best Practices
Reimbursement Guidelines for Wrong Wine or Vintage Received
Merchant Refund & Reimbursement Policy and Procedures
How should I handle suspected fraud?
Stripe Dispute Process
Post-Shipment Delivery Issues: What to Do
Operational Best Practices for Improved Performance on Vivino
Wrong or Incorrect Item Claims – Policy & Handling Guidelines
Promotions & Paid Partnerships
Introducing "Offers" in the Merchant Dashboard
What advertising opportunities does Vivino offer?
How can I be a Vivino sponsorship partner?
Vivino Analytics
Pricing Insights & Priority Score
Contact Merchant Support
Merchant Help Center
Vivino Analytics
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Pricing Insights & Priority Score
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