In-store pick up option or worldwide shipping available upon checkout.

FRANKIE MARKETPLACE FAQs

PRODUCT LISTINGS

 

I just signed up in the Marketplace and I need help in uploading my products.

 

Hello (Brand), 

 

Welcome to Frankie Marketplace! Our team is happy to have you on board. Below is a video link for your reference.

Adding A New Product - A video tutorial guide on how to Add a Product Listing in Marketplace

 

You may also refer to these links to assist you:

 

POS Manual - A step by step guide on getting started with Marketplace 

Marketplace Video Guidelines - Video tutorials from Marketplace






I can’t seem to upload a product. On the upper left it says “Please set at least one payment method.” What do I need to do?

 

Hello (Brand), 

 

Kindly follow these steps:

 

Profile > Payment Details > Payment Method > Bank Wire Transfer > Save Changes

 

Don’t forget to also complete your Profile

 

Profile > My Account > Save Changes

 

Once the process is done, you will be able to upload your product listings. Below is a video link for your reference.

 

Adding A New Product- A video tutorial guide on how to Add a Product Listing in Marketplace



Why was my Product Listing denied?

 

Hello (Brand), 

 

Our team usually reviews your product listings before approving them to make sure they match all the steps were followed. Here are the possible reasons for its disapproval:

 

  • No Unique SKUs
  • No Photos
  • No Description
  • Zero Quantity

 

Kindly refer to our  Photo Curation Guidelines



I provided Product Photos and I want to ask why my listing was still denied?

 

Hello (Brand), 

 

In order to have your product listing approved, please provide a product photo that meets the quality of our Photo Curation Guidelines



How do I know what Sub-Category my products fall under?

 

Hello (Brand), 

 

Once you know your brand’s Main Category, you can tag them under their designated Sub-Categories which will appear on our website. Kindly refer to this for your reference:




I want to update / increase the price of my Product Listing/s. What is the process?

 

Hello (Physical Brand), 

 

To proceed with this request kindly follow these steps:

 

  1. Kindly fill out the Action Request Form for Pull-Out of SKU/s you want to update for the price.
  2. Edit the new price
  3. Please fill out the Action Request Form for a New Delivery back to the store/s. We will send you the barcodes with the new prices for you to replace with the old ones.

 

LOGISTICS

 

I want to Deliver / Pull-Out my products. What are the next steps for these?

 

Hello (Physical Brand), 

 

Kindly fill out the Action Request Form. Please expect a confirmation email from our team with the Barcodes & Delivery / Pull-Out / End of Contract Forms needed to be presented on the scheduled date.



Hello (Online Brand), 

 

Kindly fill out the Action Request Form (Online Only). Please expect a confirmation email from our team with the Barcodes & Delivery / Pull-Out / End of Contract Forms needed to be presented on the scheduled date.

 

I filled out the Action Request Form. Why didn’t I receive a confirmation for my Barcodes and Delivery or Pull-Out form? 

 

Hello (Brand), 

 

Our business days are from Monday - Friday and the processing of your requests will need (2) business days.

 

Please be advised that our team is out of office on weekends. (I.e If your Action Request Form is submitted on a Friday before 5pm, your request will be ready by Tuesday.) 

 

You may also review this for your reference:




(For Physical Brands), I received an email that I need to deliver an item to your warehouse but I already have them stocked in your store/s. 

 

Hello (Brand), 

 

Kindly disregard the auto-email as it’s meant for Online brands . If your products are already in any of our physical stores, this means we have fulfilled the order already. 



When am I allowed to Pull-Out products from the stores?

 

Hello (Brand), 

 

After filing out the Action Request Form, pulling out items would need a lead time of (2) Business Days. However Pull-Out guidelines need to be met beforehand. Please expect a confirmation email from our team which is subject for approval. You may refer to our Pull-Out guidelines below:



ORDERS

 

What does it mean if my order says “Expired”? 

 

Hello (Brand), 

 

An order with the word “Expired” beside it simply means that (2) days have lapsed since it’s been placed. Any cancelled orders will have the status “Cancelled”. 

 

What does it mean if my order says “Cancelled”? 

 

A “Cancelled” order may fall under  the following reasons:

 

  • Item is no longer available
  • Customer had item returned / exchanged
  • Customer was refunded

 

Is there a way to view my Sales Report and Orders?

 

Hello (Brand),

 

You may refer to the Dashboard in Marketplace. Please see features below:




How come my commission rate is different from my agreed arrangement?

 

Hello (Brand),

 

Please be advised that your marketplace account has a default consignment fee of 25%. You may refer to your sales remittance invoice for the accurate information that we email after every cut-off period after the 20th of each month.

 

INVENTORY

 

I can’t seem to find an overview of the inventory of all my products from the different branches. Is there a way for me to know the available stocks of my items per branch?

 

Hello (Brand),

 

You may view your inventory by following this guide in Marketplace found below:



Currently, our platform does not have a breakdown of all products by branch but our team is working with our developers long term to provide a feature in the future. 



Does the brand have to adjust the stocks in the Marketplace before we request for a Delivery / Pull-Out?

 

Hello (Brand),

 

Yes, we would also like to remind you to add / adjust the quantity of your inventory in your designated branch to avoid discrepancy before new products will be delivered or pulled-out. Kindly refer to these steps below:

 



WEBSITE 

 

I noticed that my brand is not featured under “Shop by Brand” in your website? What are the requirements for this?

 

Hello (Brand),

 

We would love for you to be featured. Kindly refer to this process below and inform our team once completed so we can include your brand on the website.



NEW BRANDS

 

(For Physical Brands) I am interested to join your stores. May I know the process?

 

Cc: sophia@frankiegeneralstore.com 

 

Hello (Brand),

 

Thank you for your interest in joining our stores at Frankie & Friends. Sophia, our Brand Manager will assist you with the process. You can contact her at sophia@frankiegeneralstore.com

 

(For Online Brands) I am interested to join your Marketplace platform as an Online Brand. May I know the process?

 

Cc: hello@frankiegeneralstore.com

  

Hello (Brand),

 

Thank you for your interest in joining our stores at Frankie & Friends. Gen, our Online Brand Manager will assist you with the process. You can contact her at hello@frankiegeneralstore.com.

 

FINANCE

 

Where can I get my Sales Remittance / Sales Report?

 

Cc: finance@frankiegeneralstore.com 

 

Hello (Brand),

 

Thank you for bringing this to my attention. Jerome, our Finance Manager will assist you with the process. You can contact him at finance@frankiegeneralstore.com.

 

I noticed that my order has a 10% discount when my items are not on sale.

 

Hello (Brand),

 

Please take note that the 10% was based off the “WELCOME10” discount code which we provide to first-time customers. This will not affect your sales as the discount is shouldered by Frankie & Friends.

 

SYSTEM ISSUES

 

I have been experiencing system issues with Marketplace. 

 

Hello (Brand),

 

Thank you for sharing your thoughts on this and we appreciate your feedback. Rest assured that we are currently working with the developers to further streamline and simplify the process for both our team and our brand partners. Improvements to the Marketplace are coming soon. 



BACK TO TOP

x