Frequently Asked Questions

For Sellers

How to Receive Orders?

Getting orders is simple! Share your website or product link via WhatsApp, Facebook Marketplace, or other platforms. Customers can place their orders directly through your website or the PopShop app. [Learn More]

How is My Payment Calculated?

Your payment is calculated as follows: Selling Price – PopShop Delivery Fee. The delivery fee is based on the PopShop Shipping Rate Card. To view the rate card, go to the ‘Account’ tab in the app and select ‘PopShop Shipping Charges’.

When Will I Receive Payment?

For prepaid orders, payments are processed within 2-3 working days after dispatch. For Cash on Delivery orders, payments are made within 5-6 working days following delivery. Ensure your bank account details are updated in the app to receive payments promptly. Payments are processed Monday through Friday, excluding bank holidays.

What is the Return Process?

If you have enabled ‘Returns’ for your products, you will get a notification via the PopShop app when a customer requests a return. You must approve the return by clicking ‘Accept’ in the app. Once accepted, our delivery partner will collect the product from the customer and return it to you. After receiving the returned item, you should refund the customer directly. Note that if your product was not shipped via PopShop, you will need to manage the return shipping yourself.

What if an Order Cannot be Picked Up?

If a product cannot be serviced by PopShop Shipping, the order will automatically switch to ‘Self Shipping’. Both order management and payment systems will then operate under ‘Self Shipping’ mode.

How to Pack and Ship the Product?

Follow standard e-commerce packing and shipping practices. Make sure to comply with policies regarding restricted items. Click here for detailed guidelines.

Why Is My Product Still Waiting for Pickup?

Pick-ups typically occur within 2-3 working days for initial orders. As you process more orders, pick-ups will be quicker.

For Buyers

How to Contact the Seller?

To reach out to your seller, click on the chat button located in their profile and start a conversation.

When Will My Order Be Dispatched?

Orders are usually dispatched within 1 day after the seller confirms your order. For any questions regarding your order, feel free to chat with your seller.

How Can I Track My Order?

Go to the ‘Orders’ tab, select ‘My Purchases’ at the top, choose your order, and click on the ‘Track’ button to view its status.

What if My Payment Was Debited but Shows as Failed?

If your payment has been debited but shows as ‘Failed’, don’t worry. The amount is securely held by the payment gateway and will be refunded within 5-8 working days. Check your bank statement for a refund from ‘NXTBillion’. If you encounter issues, email us at help@popshop.in with a screenshot of your order.

To return a product, navigate to the ‘Account’ tab, select ‘My Purchases’, choose your order, and click on the return button. A pick-up agent will collect the product from your address. Ensure the product is packed properly and the labels are intact. Inform your seller about the return. Once the product is returned, your seller will inspect it and process the refund via your chosen payment method. If the return button is not visible, the product may not be eligible for return.

How to Report a Problem with a PopShop Seller?

If you have issues with a seller, email us at help@popshop.in. Include details of the problem and attach a full screenshot of the seller’s profile. We will work to resolve the issue as swiftly as possible.

How to Block Someone Sending Unwanted Messages?

If someone is sending you unwanted messages on PopShop, go to their chat, click the three-dot menu in the top right corner, and select ‘Block’. The person will no longer be able to view your posts or send messages. To unblock someone, go to the ‘Account’ tab, open settings, select ‘Blocked List’, and click ‘Unblock’ next to the user you wish to unblock.