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We're here to help

I'm a Seller

I'm a Seller

I sell products on Creoate

General

What products are prohibited on CREOATE?

How should I link to CREOATE from my website?

How do I know if an e-mail is from Creoate?

How do I join?

How much does it cost?

What is Creoate?

What is the Seller SLA?

Why is a customer using my pictures?

What do I do if I receive a message from Creoate that I think is spam?

My customer hasn't responded in 2 days

How do I get my brand featured?

The site is not working properly.

How do I know if an SMS was from Creoate?

How long does it take to receive a solution once I speak to an agent on Live Chat and further investigation is required?

I'm not receiving email notifications from Creoate

Can I send samples?

Brexit Info

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Account

Shopify

How do I add products with variations?

How do I upload products to my store?

Why are my products not live?

How do I manage and upload products?

How do I edit products?

Can I message buyers?

Where can I find documentation for reporting purposes?

Why is my store on vacation?

What is vacation mode?

How do I set my store on vacation?

Can I offer a discount?

Can I put products on backorder?

Can I restrict countries?

How do I close my store and cancel my account?

What to do if I forgot my password?

How do I unsubscribe from newsletters?

Why is my store banner blurry?

How do I refer my current retailers?

Can I have products in more than one category?

What information is needed for me to list a product?

What to do if a retailer is not responding?

Can I integrate my warehouse or inventory system to Creoate?

How can I access my account?

Is inventory tracking important?

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Orders

What am I able to change in the customer's order?

What should I do if I am out of stock on items to send in an order?

How do I amend an order?

Can I export customer orders?

What if my customer does not accept the modification?

What is the protocol for damaged items?

What should I do if I need to delay an order?

Why was I charged commissions on an order where I referred the retailer?

What to do if my customer asks for replacements?

Can customers return items to me?

I don't want to send replacements

How do reviews work?

Can I make an edit to an order?

My customer did not reply to the modification request

Can I review a customer?

Can I reply to a customers review?

How do I cancel an order?

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Payment & Invoicing

How and when do I get paid?

Do I need an EORI number?

What is an EORI number?

Why do I have to wait 30 business days to be paid?

How do you calculate the currency exchange?

Can I choose the currency I receive in?

I have received an incorrect amount

Do I need to be VAT registered?

I haven't received my money

What's my payout currency?

Guidance on VAT estimation

How does VAT work?

How to check an order invoice?

Can I see all my orders statement?

Where can I see my invoices?

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Shipping

How do I get reimbursed if I self-ship?

Where is Creoate available?

Do I require to print and paste shipping labels?

Can I use my shipping courrier?

Mark an order as fulfilled

Can I change the customer's address?

My customer is being charged for delivery

Can I rebook a collection?

My parcel is delayed in transit

I missed a scheduled shipment

Will you charge me for Shipping?

Can I choose a collection time?

Do you reimburse me DDP if I self-ship?

Do I have to pay DDP when self-shipping?

What is DDP?

My parcel is stuck in customs

Do I need to include phytosanitary paperwork?

What is phytosanitary paperwork?

Do I need a MSDS certificate for all shipments?

What is a MSDS certificate?

Can I ship an order from two different locations?

My shipping address is different than my business address

Can I ship in 2 different times?

Shipping outside your home country

How to pack the order

How does shipping work?

What if the items get broken in transit?

Can I drop-off my parcel?

Can I change my pick-up address?

Heavy shipment charge

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