Orders
Expedited Shipping
Expedited shipping is available for all retailers. Our requirements for Expedited shipping are 1 business day handling time and delivery within 3 business days from order placement. We do not have a requirement of how you ship, only that you hit the above delivery promise. To opt-in, please contact the ShopSimon™ operations team - sellersupport@shopsimon.com.
Shipment Confirmation(s)
Please ensure the correct carrier code and tracking information is used on all shipments. Incorrect data can lead to unprocessed shipments, late orders, and ultimately cancellations. See below list of accepted carrier codes – please update your mapping if needed.
- ups
- fedex
- usps
- amazon
- lasership
- dhl
Handling Time / Late Shipments
It is very important that all retail partners meet the shipment performance guidelines listed in the 'Operational Commitments' section of the marketplace agreement. Timely and accurate shipments are essential to ensuring a positive customer experience. Please update your internal handling times to meet these requirements:
- Acceptance Time: Orders accepted/rejected within 8 hours of receipt
- Handling Time: Free Shipping = 2 business days - Expedited = 1 business day
- Delivery Time: Free Shipping = 7 days Expedited = 3 business days
Common Shipping Errors
Click here for examples of common shipping errors we see on the ShopSimon™ marketplace.
Delivery Not Received Policy
When a customer contacts our customer service team about a missing shipment, we will reach out via the ShopSimon™ portal, and will require proof of delivery from a standard carrier either via photo or signature. If you are unable to provide sufficient proof of delivery within 7 days of the escalation, ShopSimon™ will make a refund determination based on a) the customer’s risk profile (using a 3rd party service that aggregates data across retailers), b) previous claim history and c) the order value.
Returns
Returns Process
If an item is ‘Returnable’ the below steps will be followed to initiate and process a return shipment.
- Customer initiates return on ShopSimon™ site.
- Customer prints return label, places on package, and ships back to retailer.
- Retailer receives return shipment, reviews, and refunds customer in ShopSimon™ portal within 7 days of receipt in warehouse. Any return not processed within 7 days from delivery will be auto-refunded.
*Please ensure internal processes are in place to review return shipments within the 7 day window to validate return shipments/items. Once a refund has been processed, we are not able to recapture funds.
Final Sale Returns
Final Sale products are not returnable for a refund unless the product is damaged or the wrong item was received. Final sale return requests can occur, with the customer reaching out to the ShopSimon™ customer service team. In these instances, our team will reach out via the Messages tool in the ShopSimon™ portal. Please make sure someone from your team is responsive to better assist our customer service team on finding the best solution for all sides. The ShopSimon™ customer service team is instructed to initiate a return if no response is received within 3 days of initial outreach on a final sale return request.
Return Label
Return labels will be generated on ShopSimon™'s shipping account. At the end of each month, retailers will be invoiced for all return labels created during that billing cycle period. The return label will include your warehouse address - as listed in your portal account under 'Returns Information.' Also included on the return label will be the customer's shipping address and an order reference number.
Product Catalog
Adding New Products
There are multiple ways to add product data directly into the ShopSimon™ portal. The best method will be determined by sku count and how you are integrated with the platform. Click here for more information on each.
Two of the most common methods are direct imports using templates and imports via the Shopify Connector.
**See below tips on managing key product data fields**
- SKU must be a unique value
- Product title should not include SKU, color, or size. Product titles cannot be updated once published.
- Variant ID is used to group child skus together. Please use the same code on all skus you want to appear on the same PDP.
- 2 images are required for each sku. Each image must be at least 800x800px to validate in our system.
- MSRP is the compare at price and must be higher than ‘Price’ (offer data), the value the customer pays.
- Sellers are responsible for labeling their items final sale. If final sale = true, if returnable = false.
Updating Existing Products
Product updates are turned off once a new item has been published. If you plan to update existing skus, please contact sellersupport@shopsimon.com to activate this for your account.
Fixing Import Errors
Retailers can easily monitor their imports (Product and Offer) in the ShopSimon™ Portal. They can also download error reports in order to understand how to amend their product or offer. Error reports are generated to help you to identify issues within your data while creating products or offers. Understanding how to manage and resolve these is a very important aspect of success on ShopSimon™.
Price Updates
Price updates are an essential part of ongoing operations. How retailers manage pricing ultimately depends on their integration method. Click here to view what you currently have listed on ShopSimon™. To learn more about exporting this data, click here. If you have additional questions on how to best manage pricing for your account, please contact sellersupport@shopsimon.com.
Managing Your Account
Monthly Statements
ShopSimon™ will collect all amounts due from customers for products ordered on the platform. ShopSimon™ will then issue payment to retailers based on net sales less commissions, appeasements, returns, refunds, return shipping, and service-related chargebacks. A monthly invoice will be generated on the 7th of each month, with payment being sent on the 29th.
Within the ShopSimon™ portal, retailers will have access to all monthly statements, supporting order files, and a full transaction history.
Updating Payment Information
To update your company’s payment details, please login to your ShopSimon™ account page, update your account information, and hit Save. To ensure payment details are processed, please contact the ShopSimon™ operations team - sellersupport@shopsimon.com - letting them know of the change.
Validating Tax and Banking Information
With the introduction of the INFORM Act in 2023 as well as constantly evolving 1099 reporting requirements from US and State agencies, it is important that you help us keep your information up to date. We are required by law to validate this information on an annual basis. To help facilitate this review, we have created a field on your account for you to certify your information. Failure to certify your information may result in account suspension.
Customer Service Escalations
Our Customer Service team uses “Messages” on the ShopSimon™ Portal to contact you about a customer related issues that require your assistance. These escalations require your timely response in order to best serve our customers.
- To access your messages in the portal, click on My Messages in the top navigation bar.
- If Customer Service escalations are not responded to within 3 days, our Customer Service team may provide a resolution to the customer’s issue.
Platform Notifications
All key events on ShopSimon™ can generate a notification to any member on your team. These notifications can be a good way to keep on top of your business during this time of year.
- You have the ability to turn notifications on/off as you see fit.
- If your offer sync is automated (Connectors, ChannelAdvisor, API, SFTP), turning your offer notifications off will reduce the amount of emails received.
Managing User Accounts
Multiple users can manage a retailer account. In the ShopSimon™ portal, select My Account > User Management.
- To add a user select ‘Create A User.’
- To disable a user, find the email account you would like to deactivate, click on the 3 dots to the right of their username - select ‘Disable.’
Please contact ShopSimon™ Seller Support if you have any questions or need additional information - sellersupport@shopsimon.com