FAQs



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Getting Started


What is Vendevor?

Vendevor is an Ecommerce platform that enables you to create online storefronts for your products and easily embed them into your existing website, blog, Facebook fan page, and yourdomain.vendevor.com store. Without any setup you can immediately accept credit cards from your customers. For individuals and small businesses, Vendevor makes it fast and easy to sell online.

- Take pictures of the things you want to sell

- Edit the design of your store with ease

- Upload store to your website, blog, FB fan page, and yourdomain.vendevor.com

- Manage inventory and offer promo codes and discounts

- Accept credit cards from your customers

- Deposit sales straight to your bank account


Which plan is right for me?

Vendevor plans vary both by transaction rate and feature availability, so you should choose the best plan based on your needs. Stores that sell a high volume should consider the Enterprise or Executive accounts. A Pro, Enterprise, or Executive account is required to add discount codes, and Enterprise and Executive plans add even more features. Check out our pricing page to learn more about the different features of our plans.


Are there any variable fee structures depending on what category of item(s) I am selling?

Nope! No matter what kind of item you are selling, the transaction rate you pay doesn't change: 3.9% for Basic accounts, 2.9% for Pro accounts, 2.75% for Enterprise accounts, and 2.4% for Executive accounts. There are no per-transaction fees. You are charged a 3.9% fee during the trial period before you select a plan.


Do I need an SSL Certificate to begin accepting credit cards?

Definitely not! We have you covered and have already set you up with a 256 bit SSL Certificate for all sites and transactions. No need to worry about the almost $500 expense of setting one up or the 48 hours required to get approved.... we include it all free with both the Starter and Pro packages.


Do I need a merchant account to begin accepting credit cards?

Nope! We spent months getting all the complexities of selling online worked out for you so you don't have to spend $30-$50/month, $.15 - $.30 per transaction, and some crazy credit card processing fee to start accept credit cards. You also don't have to go through the intense paperwork and the hassle of getting approved that can sometimes take 10-14 days.

When you create a Vendevor store, you are automatically setup on our robust Vendevor payment processing system and recieve one flat rate on all transactions. That means no more 500-row excel spreadsheets with all the misc. fees to figure out what you are really paying. We keep it simple so you have time to run your business.


How do I contact Vendevor if I have a question or need help?

You can call or email us anytime or feel free to send us a letter the old-fashioned way!

Mailing Address:
PO Box 700621
Dallas, TX 75370

Toll free: 1-800-356-6414

Email: info@vendevor.com


Setting Up Your Store - a step by step guide.


How do I edit the look and feel of my store?

Login at www.Vendevor.com and click the "Publish|Design" tab in the left-hand nav. Then, click the "Design" link at the top of the page. From here, you can edit the shopping cart templates for each place your store is posted (Facebook, Vendevor, Your website, your Blog, etc.). Simply select which store you want to edit by selecting a tile and then edit the design in real time with the editor interface.

Please note that you can only customize designs from the Vendevor website. We do not have the ability to do this from the App at this time.


How do I embed my store into my own website?

If you have an existing website, we recommend that you create a new page and name it "Store" or "Merchandise" or something like that. On this new blank page all you have to do is copy and paste the single line of code we give you where you want your Vendevor store to show up on the page. Then save and upload and you are all set. Your Vendevor store will automatically import from our secure servers onto your website and provide your customers with an easy and beautiful shopping experience. You can add your Vendevor store to as many websites as you want.

You can find the embed code for your store by logging in at vendevor.com and clicking the "Publish|Design" tab in the left-hand nav. Then, select the tile titled "Sell from your Personal Website" and follow the simple instructions to get your store up and running.


How do I post my store to facebook?

There are two ways you can add products to facebook.

From Your Computer:

The best way is to setup a Facebook Fan Page where you can embed your entire Vendevor Storefront and shopping experience on a new tab. To do this all you need to do is login to www.Vendevor.com, click the "Publish|Design" tab in the left-hand nav and then click the "Facebook" tile to connect your account. You will be based to enter your login and password and then to select which of your Facebook Fan pages you would like to add your store to. You can add your store to as many of your facebook fan pages as you wish.

The second way to integrate with Facebook is to "Share" new products that you post on your facebook wall and news feed. You can connect your individual Facebook account by entering your account login and password, then anytime you post a new product you can automatically share a link to the product on your Facebook wall. You can also "Share" your existing products on Facebook by clicking the Facebook icon next to a product on the Products page. All links posted to Facebook point back to your Vendevor store. We recommend sharing your featured products once a week on Facebook to help you drive interest and sales.

From the App:

Just like the process to integrate with Facebook from your computer, you can also connect your Facebook accounts with the Vendevor App. Simply login to your account and tap the "Publish" button in the navigation bar. From the publish page you can embed your store on your Facebook Fan Pages or connect your account to share individual products on your wall.

Uploading/Managing Products


How do I upload a product on my computer?

Simply login to www.Vendevor.com and click the "Products" tab in the left-hand nav and select "Add New Product". Follow the instructions on the upload page and click save and you are all set!


How do I upload a product through the app?

Simply login to the Vendevor App, either tap the "Add a new product" tab on the welcome screen or tap the camera icon at the bottom of the Dashboard to start taking photos and adding products.


How do I change the main picture of a product?

From your computer, login to www.Vendevor.com and click the "Products" tab in the left-hand nav. Select the item you are wanting, and simply drag and drop the new main picture into the main picture slot. To replace any photo, simply drag and drop the picture into that slot.

From the Vendevor app, tap the products tab in the nav bar at the bottom of the dashboard, select a product you want to edit, and then tap on one of the photos for the listing. The camera function will appear and you can toggle between photos. Select the photo you want to appear as the main photo and tap the "Main photo" check box at the top left of the screen and press done.


How do I edit the description of a product?

From your computer, login to www.Vendevor.com and click the "Products" tab in the left-hand nav. Select the item you are wanting and click on the "description" field. Edit the text and scroll to the bottom of the page and click "save".

From the Vendevor app dashboard, tap the products icon in the nav bar at the bottom of the screen. Then tap the item you want to edit and then the description field.


How can I edit item categories?

From your computer, login to www.Vendevor.com and click the "Products" tab in the left-hand nav. From the Products page click the "Categories" link at the top of the page. On this page you can add, remove, and edit categories.

From the App, you can add new categories when you add a new product but for now you can only edit/delete categories from the website.


How can I delete a product once it has been posted or sold?

From your computer, login at www.Vendevor.com and click the ""Products" tab in the left-hand nav. Then select the product you want to delete and click the "Delete" button at the top of the screen.

From the App Dashboard, tap the Products tab in the nav bar at the bottom of the screen, select the product you want to delete and then tap the delete button at the bottom of the product page.


How do I upload a digital product?

From your computer, login at www.Vendevor.com and click the "Products" tab in the left-hand nav. Click the "Add New Product" button, and then change the type of product to "Digital Product". A space for you to select a file to upload will appear below. Simply add your files and fill in the product details and hit save.

Note: Digital products cannot be added through the Vendevor mobile apps at this time.


Can I add multiple files to a digital product?

Yes. When uploading a digital product, you can add as many individual files as you like, within your storage space allocation.


What types of files can I upload?

You can upload any files you want, as long as no single file is larger than 256MB and you are within your storage space allocation. Copyrighted files may not be uploaded unless you have explicit permission to sell them. Any files determined to be malicious to the end user or in violation of copyright law will be hidden from store fronts pending investigation and potentially removed from your store. Please view our Terms of Service for more information.


How do my customers purchase and download a digital product?

Digital products are listed in your store along with other products, and say "Digital Download" on the product detail page. When customers purchase a digital product, they are given a unique link to download the files on the payment confirmation page as well as in their email receipt. From the download page, your customers can download each file once per quantity purchased.

Please note that Vendevor cannot control what a customer does with a purchased digital product after the download, including modification and unauthorized distribution of the file.


How many times can a digital product be downloaded?

Your customers can download each file attached to a purchased digital product once per quantity purchased. This means that if a customer purchases one copy of a digital product, they can download the files one time and the link will not work after that. If multiple are purchased, the link could be sent to someone else to be downloaded again.


How can I reset the download links for an order?

If you need to allow files to be downloaded again, you can reset the download link. To do this, login at www.Vendevor.com and click the "Sales" tab. Click the ID of the sale for which you want to reset download links. Once the Order popup opens, you will see checkboxes in the product table under the header "Reset Downloads." Check the boxes for each product you want to reset download links for and click "Reset Downloads." Your customer will now be able to download the digital product files again using their original download link.


How do I edit products once they are uploaded?

From your computer, login at www.Vendevor.com and click the "Products" tab in the left-hand nav. Then select the product you want to edit, make the changes you want to make and then click the save button at the bottom of the page.

From the App Dashboard, tap the Products tab in the nav bar at the bottom of the screen, select the product you want to edit, make the changes you want to make, and then tap save.


If my product sells on one site, will it automatically be taken down from the other sites it is listed on?

Yes absolutely! Vendevor manages your inventory for you, so if an item sells in one location then all of your other sites are updated.


If I edit the details/price of an item after it's uploaded, will that automatically edit my posting?

You bet! All updates and edits are posted live to all of your stores across the web.


How can I update/adjust inventory?

From your computer, login at www.Vendevor.com and click the "Products" tab in the left-hand nav. Then select the product you want to edit, make the changes you want to the inventory and click save at the bottom of the page.

From the App Dashboard, tap the Products tab in the nav bar at the bottom of the screen, select the product you want to edit, make the inventory changes you want to make, and then tap save.

Note: for advanced inventory functions you must use the Vendevor website or iPad app. The phone apps only have basic inventory, sales tax, and shipping options.


How do I edit shipping rates for each item?

From your computer, login at www.Vendevor.com and click the "Products" tab in the left-hand nav. Then select the product you want to edit, make the changes you want to the shipping options and click save at the bottom of the page. You may alternately set up weight-based shipping for your orders by navigating to the "Tax|Shipping" tab and then clicking the "Shipping" link at the top of the page.

From the App Dashboard, tap the Products tab in the nav bar at the bottom of the screen, select the product you want to edit, make the shipping changes you want to make, and then tap save.


How can I set up and send shipping tracking numbers to my customers?

From your computer, login at www.Vendevor.com and click the "Sales" tab in the left-hand nav. Then select the Order you want to update by clicking the link in the Status column of the table. A pop-up window will appear and you can add the tracking number and carrier and press save. Once you save the tracking details your customer will automatically receive an email with all the details.

From the App Dashboard, tap the Sales tab in the nav bar at the bottom of the screen, select the order you want to edit and tap the shipping button at the bottom of the order detail page. Once you tap the shipping button a pop-up will appear that will allow you to enter a tracking number and select a carrier. After you save the information an email will automatically be sent to your customer with all the details.


How do I issue a refund?

From your computer, login at www.Vendevor.com and click the "Sales" tab in the left-hand nav. Then select the Order you want to update by clicking the ID. At the bottom of the order detail popup is a "Refund" button. A popup will load where you can enter a full or partial refund for the order. After you save the refund an email will automatically be sent to your customer and the email account you have on file confirming the refund went through successfully.

From the App Dashboard, tap the Sales tab in the nav bar at the bottom of the screen, select the order you want to edit and tap the shipping button at the bottom of the order detail page. Once you tap the shipping button a pop-up will appear that will allow you to enter a tracking number and select a carrier. After you save the information an email will automatically be sent to your customer with all the details.


Payment


How do I transfer my sales into my bank account?

When you make a sale, Vendevor keeps track of your sales balance. To view your balance login to www.Vendevor.com, click the "Sales" tab in the left-hand nav and click the "Transactions" link at the top of the page. Your balance is displayed on the top left of the page. Your balance is deposited into a checking account of your choice periodically depending on your plan. If you need your funds sooner, you can click the "Manual Withdrawal" button and we will deposit your funds within 2-5 days.


How do I add my bank account so I can receive direct deposits for my sales proceeds?

From your computer, login at www.Vendevor.com and click the "Account" tab (alternately shows up as your name). Then, click the "Bank Account" page. Here you can enter in your account details (or update existing details) and start receiving direct deposits for all of your sales proceeds.

From the App Dashboard, tap the "Settings" tab in the nav bar at the bottom of the screen, then tap the "Checking Account" tab and on the next screen you can add your checking account information or update your existing information.


How do I issue a refund?

From your computer, login at www.Vendevor.com and click the "Sales" tab. Then select the Order you want to update by clicking the ID. At the bottom of the order detail popup is a "Refund" button. A popup will load where you can enter a full or partial refund for the order. After you save the refund an email will automatically be sent to your customer and the email account you have on file confirming the refund went through successfully.

From the App Dashboard, tap the Sales tab in the nav bar at the bottom of the screen, select the order you want to edit and tap the shipping button at the bottom of the order detail page. Once you tap the shipping button a pop-up will appear that will allow you to enter a tracking number and select a carrier. After you save the information an email will automatically be sent to your customer with all the details.


How soon do I need to ship the product?

We encourage all merchants to ship all active orders within five business days. We highly recommend that you ship with tracking or delivery confirmation to help prevent any issues that may arise with customers for any number of reasons including packages lost in transit, incorrect shipping addresses, damaged products, etc.


How do I handle returns and do you have return requirements?

We encourage all merchants to offer at least 15 day returns for products in new/unused condition with full refund of the purchase price.


What happens if an item is broken during shipment or a customer is unhappy with the product?

We highly recommend that you have tracking or delivery confirmation on all shipments. If you are shipping fragile or expensive items we also recommend insuring your packages to help limit any risk you have delivering your products to your customers. Vendevor requires its merchants to offer refunds for broken merchandise or merchandise that is delivered not as described in the product listing.


What Is a Chargeback?

A chargeback occurs when a credit card holder contacts their bank or credit card company to dispute a charge. Common reasons for disputes include:

  • The card holder does not recognize the charge or payee on their statement.
  • The card holder did not receive the product or service.
  • The card holder feels the product or service was defective, damaged, or not as described.
  • The card holder's credit card was stolen or used without their consent.

How Does a Chargeback Differ from a Buyer Dispute?

In the case of a buyer dispute, the buyer contacts Vendevor to mediate a problem with their transaction. In the case of a chargeback, the buyer contacts their bank to dispute a charge. Note that the bank decides the outcome of a chargeback, not Vendevor.


How Will I Know When a Buyer Has Filed a Chargeback?

Vendevor will send email notification to your Vendevor account email address.


What Do I Do Once I Receive a Chargeback?

Review transaction details along with any customer communications you've received. Determine whether you'd like to contest or write off the chargeback. If you want to contest a chargeback, please respond using instructions found in your chargeback notification.


How Long Do I Have to Respond to a Chargeback?

If you plan to contest a chargeback, we require a response within 10 calendar days of notification.


What Happens If I Don't Respond Within 10 Calendar Days?

We require a response within 10 calendar days to ensure credit card company deadlines are met and we can represent the charge.


What Information Do you Need to Challenge a Chargeback?

Any order information that may support your case. Examples may include:

  • Order confirmation e-mails
  • Details of any changes to or cancellation of an order
  • Tracking numbers and proof of delivery
  • System or usage logs for digitally downloaded goods
  • Photos of the item
  • A description of the product
  • A copy of your refund & return policies
  • Customer communication records

At a minimum, information about the order should include the status of the transaction, a description of the product or service, and proof that the item or service was received by the cardholder. Please fax any documentation that cannot be processed by e-mail to 800-356-6414.

Note:

    Any supporting data forwarded to Vendevor may be presented directly to the credit card company and issuing bank. Therefore, please ensure all data is professional and relevant to the context of your dispute. Doing so will aid your chances of successful representation.


Am I Held Responsible for All Chargebacks Filed Against My Vendevor Account?

When a chargeback occurs we are charged $35 by the bank. We do not have any control over this and you will be liable to cover the fee and your account will be debited for the order total in question. You are welcome to dispute the chargeback and may receive reimbursement for the order amount if you win the dispute. We do our best to facilitate this process. If you have any questions please do not hesitate to contact us at chargebacks@vendevor.com or 1-800-356-6414.


My Account/Billing


Which plan is right for me?

Vendevor plans vary both by transaction rate and feature availability, so you should choose the best plan based on your needs. Stores that sell a high volume should consider the Enterprise or Executive accounts. A Pro, Enterprise, or Executive account is required to add discount codes, and Enterprise and Executive plans add even more features. Check out our pricing page to learn more about the different features of our plans.

If you have questions about what plan is best for you or how to get setup please don't hesitate to give us a call at: 1-800-356-6414.


Can I switch plans at any time?

Sure! Just go to the "Account" tab (alternately shows up as your name), click "Plan" on the sidebar, and select which plan you would like. There are no long term contracts or cancellation fees. When you sign up you prepay for a month of service. If you cancel in the middle of the month your monthly billing will be discontinued and your account will become inactive immediately.

Note: Vendevor does not issue refunds mid-month for Pro account downgrades or cancellations.


How do I edit my account information?

Simply login to www.Vendevor.com or the app and go to the"Account" tab (alternately shows up as your name), click the "Profile" tab and edit your information. Don't forget to click "save" at the bottom of the page. You can edit your profile and account information from the Vendevor website or app.


How do I update or edit my credit card info on my account?

From your computer, login to www.Vendevor.com, click the "Account" tab (alternately shows up as your name) and then the "Plan" tab. At the top of the page, click the "Credit Card" link. Here you can add or update the credit card you have on file with Vendevor.

From the Vendevor app, tap the "Settings" icon in the nav bar at the bottom of the Dashboard. From the settings page tap "Credit Card Info" to add or update the credit card information you have on file with Vendevor.


How do I issue a refund?

From your computer, login at www.Vendevor.com and click the "Sales" tab. Then select the Order you want to update by clicking the ID. At the bottom of the order detail popup is a "Refund" button. A popup will load where you can enter a full or partial refund for the order. After you save the refund an email will automatically be sent to your customer and the email account you have on file confirming the refund went through successfully.

From the App Dashboard, tap the Sales tab in the nav bar at the bottom of the screen, select the order you want to edit and tap the shipping button at the bottom of the order detail page. Once you tap the shipping button a pop-up will appear that will allow you to enter a tracking number and select a carrier. After you save the information an email will automatically be sent to your customer with all the details.


How do I set up bank account transfers?

From your computer, login at www.Vendevor.com and click the "Account" tab (alternately shows up as your name). Then, click the "Bank Account" page. Here you can enter in your account details (or update existing details) and start receiving direct deposits for all of your sales proceeds.

From the App Dashboard, tap the "Settings" tab in the nav bar at the bottom of the screen, then tap the "Checking Account" tab and on the next screen you can add your checking account information or update your existing information.


How do I cancel my account?

From your computer, login to the www.Vendevor.com website, click the "Account" tab (alternately shows up as your name) and then click the "Profile" page. At the bottom of the "Profile page" click "Cancel Account".

From the Vendevor app, click the "Settings" icon in the nav bar at the bottom of the Dashboard. Click "Delete Account" at the bottom of the Settings page.

We are sorry to see you go. If there is anything we can do better to help you stay please call us at 1-800-356-6414 or email us at customerservice@vendevor.com.

Can my customers see the "notes" I make about them or their transaction(s)?

Nope. These are simply your own notes for internal purposes so you can provide a better customer experience and keep track of orders.


How do I set up variable tax rates depending on the buyer's location?

Click on the "Tax|Shipping" tab in the left-hand nav. From here, you can select custom tax rates depending on the buyer's location.


What currencies do you support?

Today we only support transactions in the US Dollar but we are always looking for ways to extend Vendevor to places that want it. Send us an email, tweet, or facebook message if you have a currency you want us to support!


Can I sell internationally?

Yes! Any US-based store can sell to customers abroad. Payments will be processed in the US, so additional processing fees and foreign transaction fees may apply depending on the credit card used by the customer. At this time, only businesses based in the United States are able to open Vendevor accounts.


How do I transfer money from Vendevor to my Bank Account?

From your computer, login at www.Vendevor.com and click the "Account" tab (alternately shows up as your name). Then, click the "Bank Account" page. Here you can enter in your account details (or update existing details) and start receiving direct deposits for all of your sales proceeds.

From the App Dashboard, tap the "Settings" tab in the nav bar at the bottom of the screen, then tap the "Checking Account" tab and on the next screen you can add your checking account information or update your existing information.


Security


Where can I find a seller's information?

When you purchase something using Vendevor, you will receive a confirmation email with the Seller's details.


Is my site secure for buyers?

Yes, definitely. Security is one of our top priorities at Vendevor. All storefronts are protected by Comodo Hacker Safe 256 bit SSL Certificates as well as the industry's latest data security measures. Vendevor is a PCI compliant platform.


Why do I not need an SSL certificate to begin selling?

We set you up with one automatically when you sign up for Vendevor. You are covered by a Comodo Hacker Safe 256 bit SSL Certificate just by signing up and creating a store with us. Normally this kind of security costs $500 or more and can take a few days to setup and install.


Why don't I need a merchant account to begin accepting credit cards?

Merchant accounts are a pain to apply for, setup, install, and then figure out all the fees afterwards once you start selling. Its a hassle and we wanted to make selling easy for our users so we take care of all that for you. When you sell through Vendevor your sales go through our robust merchant processing system and we work hard to make sure you have a great experience and all your fees are simple and easy to understand.


Is payment secure?

All payments are encrypted and protected by Comodo Hacker Safe 256 bit SSL Certificates. Customer payment information is stored on secure third party servers that exceed industry standards.


Is my CC/Bank Account info secure?

Security is a top priority for Vendevor. We go to great lengths to make sure you and your customers data is secure at all times. Vendevor uses top of the line Comodo Hacker Safe 256 bit SSL Certificates, the industry's latest data security measures, and secure servers protected by multiple layers of security.



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