Frequently Asked Questions

Getting Started

  1. What is a seller account?

    A seller account is created as soon as one successfully signs up during the first step of the registration process.

  2. What is a seller portal?

    A seller portal is available to all registered sellers for running, managing, and monitoring their businesses, including payments (in future). You are directed to your portal every time you log in to your account.

  3. Who is a registered seller?

    A registered seller is one who has successfully completed the registration process.

  4. When is the registration process complete?

    The registration process is complete when you provide the required information during the four on boarding steps, fill out Manage Profile, and comply with all the verification processes.

  5. I have signed up on DVsupplies Marketplace. How do I log in to my seller account?

    You can log in to your seller account using either your account name.

  6. I am a registered seller. Can I start selling?

    You can start selling if DVsupplies Marketplace activates your account after verifying your email address, mobile phone number and IC number.

  7. My account is not yet active. What can I do meanwhile with my seller account?

    While you wait for DVsupplies Marketplace to verify and activate your account, you can start listing your products.

  8. I have forgotten my seller account password. What should I do?

    Please complete the following steps:

    1. Visit admin page at www.dvsupplies.com/admin
    2. Click 'Forgot your password'
    3. Enter your email address and click 'Send Email' to receive a link for creating a new password

  9. Why is the status of my account pending?

    The status of an account can be pending because of the following reasons:

    1. Registration application is incomplete
    2. Manage Profile is not filled out
    3. Verifications are pending
    4. Bank account has changed
    5. Primary phone number has changed
    6. Primary email address has changed
    7. Seller has high settlement defect rate
    8. Seller has high return rate
    9. Average seller rating is poor

  10. What does an 'active' account status mean?

    An active account means you can log in to your seller account for listing, selling, and responding to buyer actions. You will also get payments.

  11. The status of my account is 'pending'. How can I make it 'active'?

    Please see the question related to a 'pending' account to know the reason for your current status. Rectify the problem to make your account 'active'.

  12. What does an 'inactive' account status mean?

    An inactive account means that you can't sell, list, get payments, and process existing orders. However, you can log in to your account to access your seller portal and respond to buyer actions.

  13. Why is my seller account inactive?

    Your account could be inactive for one of the following reasons:

    1. You have a high settlement defect rate
    2. You have a high return rate

  14. What can I do to make my inactive account active?

    You can do the following to help DVsupplies Marketplace reactivate your seller account:

    1. Lower your settlement defect rate
    2. Lower your return rate

  15. What does a 'Blacklisted' account status mean?

    A blacklisted account means you will not be allowed to log in to your account. Once blacklisted, your seller page on www.dvsupplies.com also gets deleted.

  16. Why is my seller account blacklisted?

    An account could be blacklisted for one of the following reasons:

    1. Fraudulent practices
    2. Outstanding balance
    3. Poor seller rating
    4. High defect rate
    5. High return rate

  17. I have been blacklisted. How can I be reinstated?

    Once blacklisted, you will not be reinstated.

  18. Who is a trusted seller?

    A trusted seller is one whose defect rate has been less than 5% -- based on returns, cancellations, disputes, etc -- consistently for more than six months.

  19. Who is a preferred seller?

    A preferred seller is one who is considered the best for a particular product and is shown at the top of the sellers' list. A seller becomes preferred based on parameters such as settlement defect rate, last sale, SLA, price, etc. However, not every preferred seller for a product is a trusted seller and a trusted seller, in the long run, may not be a preferred seller.

  20. Who is a tier-2 seller?

    All new sellers are tier-2 sellers. When a seller's settlement defect rate becomes less than 5% consistently for one month and s/he completes 30 successful transactions, s/he graduates to tier 1.

  21. Who is a tier-1 seller and what are the benefits of such a seller?

    A tier-1 seller is one who has completed at least one month on DVsupplies Marketplace with at least 30 successful transactions and a settlement defect rate of less than 5%. However, a tier-1 seller will slide back to tier 2 when settlement defect rate exceeds 5%.

    The payment for a tier-1 seller is settled faster: dispatch date + 7 business days.

  22. Who is an account manager?

    An account manager is a relationship manager for a specific group of sellers. S/he helps sellers grow their businesses on www.dvsupplies.com. S/he can also be a secondary point of contact for the sellers, primary being Seller Support.

  23. What does Seller Support mean and what are its functions?

    Seller Support, as the name suggests, is a dedicated team at DVsupplies Marketplace to help sellers with their queries and concerns. Sellers can email Seller Support for all their business-related issues at  seller@dvsupplies.com or call on 065-96370308 between 9am and 9pm.

List Products

  1. What is a product supercategory?

    A supercategory is the broad classification of the product you wish to list for selling. For e.g., if you wish to list diapers, the product supercategory for it is 'Baby care and toys’.

  2. What is a product category?

    A product category falls within a supercategory that has same attributes, applications, users, etc. For e.g., 'Baby care, diapering, and potty’ is a category in 'Baby care and toys’ supercategory.

  3. What is a product subcategory?

    A product subcategory falls within a category that has same attributes, applications, users, etc. For e.g., 'Conditioner’ is a subcategory in 'Baby care, diapering, and potty’ category.

  4. What is a listing?

    A listing is the complete information of your product that buyers view before deciding to place an order.

  5. What is a catalogue file?

    A catalogue file contains listings of the products you want to sell in a particular category.

  6. What does catalogue status 'Processing’ mean?

    'Processing’ means that your uploaded catalogue is being verified by DV Marketplace.

  7. What does catalogue status 'Awaiting approval’ mean?

    'Awaiting approval’ means that your uploaded catalogue has been processed. You can now re-download the file and approve or disapprove 'Passed’ listings by viewing the product descriptions on the corresponding DV product links.

  8. What does catalogue status 'Approved’ mean?

    'Approved’ catalogue status means that all listings have been approved by you. All approved listings automatically move to stock file.

  9. What does catalogue status 'Failed’ mean?

    'Failed’ catalogue status means your catalogue could not be processed because you did not upload the latest file.

  10. What is a verified listing?

    A verified listing is one that has undergone quality check and has either been marked 'Passed’ or 'Failed’.

  11. What is an approved listing?

    An approved listing is a verified listing that has been okayed by you for sale after viewing the product description on the DV product link.

  12. What is SKU?

    SKU or stock-keeping unit is your unique identifier or code for a product you want to list for sale.

  13. What is listing ID?

    Every product you list on www.dvsupplies.com is assigned a unique listing ID to identify your listed product.

  14. What is a stock file?

    A stock file is generated for each supercategory. It contains the quantity and price details of 'Passed’ listings 'Approved’ by you in various catalogues under a specific supercategory.

  15. What is an active listing?

    An active listing means a product that is up for sale on www.dvsupplies.com. A listing is active when:

    • Stock file is updated
    • Product is available
    • Status of your seller account is active

  16. What is an inactive listing?

    An inactive listing is a product that is not visible to buyers, hence not available for sale. A listing is inactive when:

    • Stock file is not updated
    • Product is not available
    • Status of your seller account is either 'pending’ or 'inactive’

  17. What is a DVsupplies product link?

    It is the link that appears against a 'Passed’ listing in your processed catalogue. You have to click this link to view the product description and notify your agreement or disagreement with the description by choosing 'Approved’ or 'Disapproved’ respectively.

  18. When can I start listing?

    You can start listing after completing the four onboarding steps and filling out Manage Profile.

  19. How will my product be displayed on www.dvsupplies.com?

    Your product will be displayed in the same manner it appears on the DVsupplies product link.

  20. Will buyers be able to see my listings if my account is not active?

    No.

  21. How many products can I list for sale?

    As of now, you can list 2,000 products across all categories.

  22. How will I know when my listings are verified?

    Your processed catalogue will appear under the head 'Approve verified products’ and you will also receive a notification email from Seller Support.

  23. Why is 'download’ disabled on seller portal?

    'Download’ is disabled because your uploaded file is being processed.

  24. How long will it take for my uploaded catalogue to be processed?

    It may take up to 7 business days for your uploaded catalogue to be processed.

  25. What should I do to rectify my catalogue’s 'Failed’ status?

    You have to download the product catalogue again, fill in your product data, and re-upload the same catalogue without changing its name, format, or structure.

  26. Can I relist items that have not been verified?

    Yes. Download the catalogue, rectify the erroneous listings by addressing the specific error messages, and re-upload the file.

  27. How can I add new features to the product I wish to sell?

    You cannot add new features to a product once your listing has been verified.

  28. How should I request a new category?

    Go to 'Listings’ and click 'Request new category’ under the head 'Download template’.

  29. Why is my product shown as 'Out of stock’?

    Your product is shown as 'Out of stock’ because you have either cancelled an order or not updated the product quantity in the stock file.

  30. Why is my listing blacklisted?

    A listing could be blacklisted because of intellectual property rights violation.

  31. What is a trademark infringement?

    A trademark violation is the unauthorised use of the identification mark, logo, or brand name of another seller.

  32. What is a copyright infringement?

    Copyright infringement is the unauthorised use of the original expressions and ideas of another seller.

  33. What is listing blacklisting?

    Listing blacklisting is the same as listing takedown.

  34. What is a notice of infringement?

    A notice of infringement is a form filled out by the person reporting an infringement. The form specifies the infringed work and carries the copyright owner’s signature.

  35. How can I be a part of FIVP?

    You can be a part of FIVP by filling out the notice of infringement.

  36. When does DVsupplies act upon a copyright/trademark violation?

    DVsupplies acts upon a copyright/trademark violation whenever it is reported or a complaint is filed.

  37. Is my intellectual property safe on www.dvsupplies.com?

    DVsupplies is not responsible for any content posted on its website or claims, damages, and losses resulting from its use. Please read DVsupplies’s terms of use.

  38. My copyrights have been violated? What should I do?

    You can report an infringement to  infringement@dvsupplies.com or  ss@dvsupplies.com. You will then be emailed the notice of infringement to specify the allegedly infringing listings along with your contact details.
    If you hold the intellectual property rights, then you or someone authorised by you can report the violation.

  39. I have been unjustly accused of copyright/trademark infringement. How can I prove myself not guilty?

    Please respond to the notice of infringement that contains the allegedly infringing listings and contact details of the complainant within 48 hours of receiving it. If you fail to respond, the said listings will become inactive and not shown to buyers. You can also send a counter notice to the complainant.

  40. What is a counter notice?

    A counter notice is a form filled out by a seller in response to a listing takedown. Besides complying with statutory requirements, a counter notice should list the following:

    1. Seller’s physical or electronic signature
    2. Seller’s name, address, and phone number
    3. Identification of the content in question and its location before it was removed
    4. A statement under penalty of perjury that the content was removed by mistake or misidentification

Orders

  1. What is an active order?

    An active order is one on which you are allowed to take action. It is either 'New’, 'Confirmed’, or 'Shipped’.

  2. What is a closed order?

    A closed order is one on which you will not be allowed to take any action. It is either 'Completed’ or 'Cancelled’.

  3. What is an order and an order item?

    An order may consist of many products. Each product in an order is called an order item. Every order item is packed and billed separately for shipping. Whenever we use the term order, we mean order item, unless specified otherwise.

  4. What is an Order ID?

    An Order ID is the unique identifier of an order, which may contain many order items.

  5. What is an Order Item ID?

    An Order Item ID is the unique identifier of an order item.

  6. What is a new order?

    A new order is a fresh order that has either been approved by DV Marketplace or is on hold.

  7. What is an approved order?

    An approved order is a new order verified by DV Marketplace. You can confirm only an approved order.

  8. What is an order on hold?

    An order on hold is a new order awaiting approval from DV Marketplace. You cannot confirm such an order.

  9. What is a confirmed order?

    A confirmed order is an order which you have accepted to furnish.

  10. What is a shipped order?

    When you mark an order 'Ready to ship’, it begins to be reflected under the 'Shipped’ tab. Such an order is called a shipped order, which is either awaiting pickup or has already been picked up by the logistics team.

  11. What is a 'Completed’ order?

    A 'Completed’ order is one on which you will not be allowed to take any further action.

  12. What is an EMI option?

    A buyer can opt for EMI (equated monthly instalment) if the entire order amount is Rs 4,000 and more. EMI fee is applied to an order and not an order item.

  13. What is octroi?

    It is a duty levied on some goods entering a town or city.

  14. What does 'Generate labels' mean?/strong>

    When you click 'Generate labels’, you will get a pdf of the shipping labels. Take a printout of this pdf on an A4 sheet and stick the labels on your shipments.

  15. Where do I get to see my orders?

    The horizontal navigation on your seller portal has a tab called 'Orders’, under which you will find 'Active’ and 'Closed’ orders.

  16. How will I know when I receive a new order?

    You will receive an email notification from Seller Support the moment you have a new order. It will feature in 'New’ when you click 'Active’ under 'Orders’ on your seller portal.

  17. Why is my order on hold?

    Your order could be on hold because DV Marketplace is verifying it.

  18. I have a new order. What should I do?

    • If your new order is approved, you have to first select the order and then click either 'Confirm’ or 'Cancel’ to accept or reject the order respectively within 24 hours.
    • If your new order is on hold, you will not be allowed to take any action other than cancellation.

  19. What is procurement SLA?

    Procurement SLA is the time period specified by a seller for packing and shipping an order.

  20. How do I cancel an order?

    Go to your portal and click 'Orders’ in the horizontal navigation. From all your 'Active’ orders, select the one you wish to cancel and click the tab 'Cancel’ above.

  21. Where can I see my cancelled order?

    You can see your cancelled order under 'Cancelled’ tab in 'Closed’ orders.

  22. Who can cancel an order?

    Either you or the buyer can cancel an order.

  23. Why do I have to cite a cancellation reason?

    You have to cite a reason to let the buyer know why you are cancelling the order. We discourage cancellations as they inconvenience the buyers and also affect you. Also see the question on what happens when you cancel an order.

  24. When can the buyer cancel an order?

    The buyer can cancel an order anytime. You will not be charged any commission for such an order.

  25. What happens when the buyer cancels an order before and after pickup?

    You will not be charged any commission for buyer-cancelled orders. If a cancellation happens after pickup, then DVsupplies’s logistics partner will deliver the goods back to you.

  26. What happens if I cancel an order?

    If you cancel an order, your product will be considered 'Out of stock’ and your seller rating is likely to get affected. There are different cancellation charges (2-3% of order value or full commission) for cancelling orders at various stages. You also have to pay a fixed fee of Rs 10 and service tax for cancelling an order or exceeding the procurement SLA leading to cancellation. However, you are exempted from all charges if the reason for cancellation is cited as 'Institutional sales’. You will not be charged for buyer-cancelled orders. Please click here to view the rate card.

  27. What is an institutional sale?

    An institutional sale involves a B2B order from an institution, company, or any other business.

  28. When can I choose 'Institutional sales’ as the cancellation reason?

    You can choose 'Institutional sales’ as the cancellation reason if you think you are not in a position to accept a big order. You are allowed this option if the quantity of each order item is more than 5.

  29. For how long will my product be 'Out of stock’ following cancellation?

    The product will be 'Out of stock’ till the time you update the quantity in the stock file.

  30. Is there a difference between cancelling an approved, on-hold, or a confirmed order?

    Cancelling a confirmed order is likely to affect your seller rating more adversely.

  31. What should I do after I confirm an order?

    Complete the following steps:

    1. Print the invoice, preferably mentioning the words 'Powered by DV’
    2. Include EMI/octroi amounts if applicable
    3. Pack your order
    4. Fill up logistics forms for submission during pickup
    Finally, mark the order 'Ready to ship’ by going to your seller portal.

  32. How do I prepare an invoice?

    You have to prepare a separate invoice for each order item. If you have to charge an EMI fee, you have to add the amount to only one invoice. If Octroi is applicable, you have to add it to all invoices. Every invoice must have:

    1. Seller’s registered address
    2. Seller’s guarantee/warranty policy
    3. Serial number
    4. IMEI No. for mobile phones
    5. Comma-separated IMEI numbers for multi-SIM phones.
    6. Invoice number
    7. Invoice date
    8. Item price
    9. VAT
    It is also advisable to mention 'Powered by DV’ on the invoice.

  33. Which logistics forms need to be filled for submission during pickup?

    Download the logistics form from 'esugam’ , portal if:

    • You are a seller in Karnataka and you want your order to be delivered outside the state.
    • You are a seller outside Karnataka and you want your order to be delivered in Karnataka.
    In addition, if your shipments have to be delivered in Delhi, Gujarat, and Madhya Pradesh, you have to fill up the specific form listed below:

  34. Where can I get the forms that need to be submitted during pickup?

    Click the links appearing below the orders on your seller portal. Download the logistics form from 'esugam’ portal if you are a seller in Karnataka delivering outside the state or visa versa.

  35. How can I print labels?

    Select an order item under 'Confirmed’ tab and click 'Ready to ship’. You will be directed to 'Print labels’. Fill in the fields and click 'Generate labels’.

  36. How do I reprint labels?

    If you want to reprint shipping labels, click 'Shipped’. Select your order item and click 'Reprint’. You will be directed to 'Print labels’. Fill in the fields if they are empty and click 'Generate labels’.

  37. When will my packed order be picked up?

    Your packed order will be picked up within 24 hours of your marking an order 'Ready to ship’. The logistics team will also get in touch with you for the same.

  38. How can I keep track of a picked-up order?

    Every order under the 'Shipped’ tab has a tracking ID. When your hover on the tracking ID, the picked-up order’s movement history pops up.

  39. How long will it take for my order to be delivered?

    Your order will be delivered as per the service-level agreement (SLA).

  40. How will I know that my order has been delivered?

    You will receive an email from Seller Support informing you of order delivery. The delivered status will also show against your order under 'Shipped’ tab.

  41. What can the reasons be for non-delivery?

    The reasons for non-delivery could be:

    • order lost during transit
    • order damaged
    • order cancelled
    • order still in transit

  42. What if there is a delay in delivery?

    In case of a delay in delivery, the buyer will be informed by DV Marketplace.

Returns and Disputes

  1. What is a return request?

    A return request is the buyer’s indication of his/her wish to return a delivered item.

  2. What is a dispute?

    A dispute is a serious disagreement between a buyer and a seller in connection with a transaction on the Website.

  3. I have received a return request. What do I do?

    You can accept/reject a return request or communicate with the buyer to seek clarifications. Click here to know more about DV’s returns and refunds policy.

  4. How do I communicate with the buyer for a return request?

    • You can call on the buyer’s number appearing in the order details.
    • You can click the envelope icon next to the order details to accept/return reject or reply to buyer via email.

  5. What happens when I accept a return request?

    For replacement

    If you click 'Accept return’, you have to choose one of the following four options:

    • Send buyer new product and get old shipment back
    • Refund buyer and get old shipment back
    • Send buyer new product
    • Refund buyer

    For exchange

    If you click 'Accept return’, you have to choose one of the following four options:

    • Send buyer new product and get old shipment back
    • Refund buyer and get old shipment back
    • Send buyer new product
    • Refund buyer

  6. What happens if I take no action on a return request?

    If you do not take any action on a return request for 2 business days, DV Marketplace initiates the process of refunding the buyer after collecting the shipment. The collected shipment is then returned to you.

  7. Under what circumstances can I reject a return request?

    You can cite one of the following reasons for rejecting a return request:

    • Return ticket request raised 10 days after delivery
    • Buyer ordered wrong item
    • Issue resolved with buyer and return ticket closed
    If the buyer is not convinced with your cited reason, s/he may file a dispute.

  8. What will happen if I reject a return request?

    The buyer may either choose to leave a poor rating for you on www.dvsupplies.com, raise a dispute, or both.

  9. What if a buyer makes an irrelevant return request?

    Please see the question on circumstances leading to return request rejection.

  10. Am I protected against unjustified return requests?

    Seller Protection Programme has been instituted to look into such grievances .

  11. Am I protected against fraud buyers?

    DV Marketplace carries out a verification process to check for order authenticity.

  12. Who can raise a dispute?

    The buyer can raise a dispute.

  13. I feel the return request outcome is unfair towards me. What can I do?

    If you are not happy with the return request outcome, you can raise an issue within 90 days of the resolution by contacting Seller Support.

  14. A dispute has been resolved in favour of the buyer. What am I supposed to do?

    If a dispute has been resolved in favour of the buyer, you will have to refund/replace/exchange in accordance with DV’s returns and refunds policy .

  15. A dispute has been resolved in my favour? What does that mean?

    If a dispute has been settled in your favour, you do not have to refund/replace.

  16. How do I replace/exchange an order?

    If you have agreed to either 'Send buyer new product and get old shipment back’ or 'Send buyer new product’, you will receive a notification email for the same. You will then have to confirm, pack, and ship the order for delivery in the usual process.

  17. How can I lower my return rate?

    You can lower your return rate by following up on the reasons leading to returns and try avoiding them in the future.

  18. What is settlement defect rate?

    Settlement defect rate is a value we use to decide seller tiering.

  19. How is settlement defect rate calculated?

    Settlement defect rate is calculated for the last 30 days in the following manner:

    (Number of negative ratings* + Number of disputes)/Total number of order items
    * Seller rating below 3

  20. How can I lower my settlement defect rate?

    You can lower your settlement defect rate by:

    • reducing the number of scenarios that lead to disputes; and
    • ensuring that your seller rating is not less than 3 over one month

Payment

  1. When will I receive my payment?

    If you are a tier-1 seller, your payment cycle is as under:

    Dispatch Date + 7 business days.

    If you are a tier-2 seller, your payment cycle is as under:

    Dispatch Date + 12 business days.

    In both cases, there could be some delay as DV Marketplace releases payment amounts every Monday, Wednesday, and Friday.

  2. How will I know that money has been transferred into my bank account?

    You will receive an email notifying you of money transfer.

  3. Why is my payment on hold?

    Your payment could be on hold because of the reasons listed below:

    • A buyer has raised a return request
    • A buyer has raised a dispute
    • You have an outstanding balance
    • Your KYC process is pending
    • You have failed the KYC process
    • There is an unforseen technical delay, about which you will be duly informed

  4. Where can I complain about payment issues?

    You can register your complaints with Seller Support by emailing at  ss@dvsupplies.com or calling on 96370308.

  5. Can I be sure of fair play and justice with regard to payment issues?

    We adhere to Reserve Bank of India guidelines for all seller-related payment issues.

  6. How will the fees be calculated for any order?

    The fees for an order comprise the following components:

    1. Fixed fee
    2. Selling commission
    3. Shipping fee, which is different for:
      1. Local
      2. Zonal
      3. National
    4. EMI (applicable to an entire order of Rs 4,000 and more)

    Please click here to view the rate card.

  7. Will I be charged for returns?

    There is a reverse shipment fee for returns. However, for cases related to 'manufacturing defects’, 'size/colour exchange’, and 'buyer ordered product by mistake’, the following rules apply:

    1. You do not pay reverse shipping fee.
    2. Commission charged to you is reimbursed in case of refund.
    3. Forward shipping fee is waived for replacement/exchange.

    Please click here to view the rate card.

  8. Will I be charged for cancellations?

    If you cancel an order, your product will be considered 'Out of stock’ and your seller rating is likely to get affected. There are different cancellation charges (2-3% of order value or full commission) for cancelling orders at various stages. You also have to pay a fixed fee of Rs 10 and service tax for cancelling an order or exceeding the procurement SLA leading to cancellation. However, you are exempted from all charges if the reason for cancellation is cited as 'Institutional sales’. You will not be charged for buyer-cancelled orders. Please click here to view the rate card.

  9. What is the Seller Protection Programme?

    The Seller Protection Programme is there to compensate you when a dispute goes in favour of the buyer without any fault of yours or there is damage to your shipment in the pickup and delivery stages.