Yes, the system automatically sends one to the vendor, the customer AND The Hive NZ ADMIN.
If you did not receive an order email – please check your junk/spam folder, this is usually where you will find it.
It helps if you add our emails to your contacts;
Your order payment (minus applicable fees) will go directly to your STRIPE account, providing you have connected it from your vendor dashboard>settings>payment.
If you have not connected your Stripe, the payment for your order will go to The Hive’s Stripe account and you will be paid into your bank account within 15 workings IF you have provided The Hive with the details.
When the order payment needs to be paid into your bank account, a Hive ADMIN FEE of $5 will be charged on top of other applicable fees.
If you cannot have a Stripe account, please get in touch for alternatives.
The below ONLY applies if it is a customer error; they have picked the wrong shipping option or chose pick up but they are not able to pick up.
If your shipping settings were wrong, then the customer IS NOT liable to pay you. It is your responsibility as the vendor to make sure your shipping settings are correct.
Go to vendor dashboard>orders>view order and use the NOTES section (to the right of the screen on PC) within your order, to request the customer to pay the shipping owed.
Make sure you leave all the details they need; amount, bank account , etc. Please also include the delay involved because of the shipping cost mishap.
All refunds are done by you, the vendor from your Stripe account.
Within your Stripe account, go to your ‘transactions’ and find the order payment and then hover over the end of the order line, you will see an arrow that says ‘refund’.
PLEASE NOTE: any fees paid to The Hive (Bumble Bees only) are non refundable.
If you do not have enough funds within your Stripe to do the refund, you need to add credit to your Stripe account. This is really simple; within your Stripe account, go to the ‘balances’ tab and click on ‘add to balance’. The rest should be self explanatory.
You can also choose to do a refund manually straight into the customer’s bank account. You will need to use the NOTES section though to request the information from the customer AND still do the next step as well.
IMPORTANT: go to your vendor dashboard>orders>view the order and change the order status to ‘refunded’.
Add a note for the customer with more details – like a time frame, etc.
ORDER PLACED
YOUR NEXT STEP – custom/personalised and/or product with longer processing time.
Keep the order on ‘Processing’, from your vendor dashboard>orders, click to view the order.
Then, within the order, leave a note (on PC to the right of your screen) for the buyer as to what the delivery time, processing time is etc. This is especially needed when the item needs to be made before it can be sent. Make sure you keep it set to ‘customer note’ as this will generate an email with your note, for the customer.
Your processing time and delivery time should also be mentioned and clear in your product listing of course but it is a great reminder for the customer AND it lets them know you have seen their order and you are working on it.
If you have an item ready to be sent, you can skip this step.
YOUR NEXT STEP – ready to send
Once you are ready to send or have sent, view your order (again) and now click to add your shipping details.
Change the shipping status to ‘shipped’ or similar and fill in the details the customer will need for tracking.
This will generate an email to the customer with those details.
No need to add a note (in the shipping section) with info already filled in as it will then double up.
You can – if you want – use the NOTES section on the right (on pc) to leave other notes and for example; to ask for reviews once you are sure the customer has received it.
*The Hive ALWAYS recommends sending any order tracked – it just gives you and the customer less hassle PLUS your carrier has to help out/investigate when a parcel does not arrive.
REGISTERED/NON REGISTERED CUSTOMER
if a customer has chosen to register before buying, it means they can access their account on the website, see their orders, see the details of them AND they can
If the customer has not registered but you need more information from them, then please use the order NOTES – keep it on processing – to ask your questions.
Do not take it outside of the website unless you are not getting a reply from the customer after trying multiple times (see below)
COMMUNICATION WITH CUSTOMER
There’s a few things we advise you to do and some things you are NOT allowed to do… please take note of them all:
DISPUTES
