Frequently Asked Questions

Account

How to update my account information?

In Your Account, click on your business name and select manage profile from the drop-down menu.
Next to your account information you’d like to update select Edit.
After you’ve completed all your updates, click on Save.

How can I change login information?

Go to Login information to update your password. To update your registered email id/mobile number, please contact seller.support@foodservicedirect.com

Why can’t I edit few sections in my profile?

For security reasons we do not give you access to edit your business/Selling categories/Bank Account details. Whenever you’d like to update this information, please contact your dedicated support team seller.support@foodservicedirect.com

We look forward to helping you with your request.

How to set my account on vacation mode?

To submit your request to set your account on vacation:

In Your Account, click on your business name and select manage profile from the drop-down menu.
Go to Status and click on edit.
Under Request for drop-down menu select Vacation and choose the time range.
Provide reason and click on Save.

A confirmation notification will be sent to the email address associated to your account.

How can I close my FSD Seller account?

Steps to take before closing your Seller Account

Follow the below steps if you decide to permanently close your account.

Fulfill any outstanding orders.
Wait until you have zero balance in your account.
Wait 30 days after your last sale to ensure the guarantee claims period is honored.
Resolve all your transactions with buyers, including issuing any necessary refunds.
Once your account is closed, it is no longer accessible by you or anyone else. If you have uploaded your content (e.g product data) you may want to download content before closing your account.

To submit your request to close your account and delete your personal information:

In Your Account, click on your business name and select manage profile from the drop-down menu.
Go to Status and click on edit.
Under Request for drop-down menu select Close.
Provide reason for permanently closing your FSD account and data and click on Save.

A confirmation notification will be sent to the email address associated to your account.

Note: Once your account is closed, it is no longer accessible by you or anyone and it cannot be restored. If you decide later that you want to start business with us again, you’ll need to create a new account.

Can I have multiple accounts under my company?

You cannot operate and maintain multiple Seller accounts. Please contact seller.support@foodservicedirect.com for further details.

Selling

What product categories can I list on FSD and do I need any approval?

The table provides an overview of the product categories in which you sell. FSD shall approve your selling categories during your account registration process. To add a product to FSD’s catalog in the category that is currently not available, contact seller.support@foodservicedirect.com

Categories Overview

Product Category

Foods

Beverages

International Foods

Disposables

Janitorial Supplies

Kitchen Supplies

Dinnerware

Kitchen Equipment

Health and Personal Care

How do I add a new listing?

FSD offers different ways to upload your listing.

	Create New Product	Bulk Imposrt
What is it?	This tool guides you through the process of adding a product.	Use templates to include the necessary information to list your product in bulk.
When to use	Ideal for adding one listing at a time.	Ideal for adding multiple listings. Easy to edit in Excel files. Customized templates for each or multiple product categories

How do I list a product already existing on FSD?

Select Products drop-down menu of your FSD account.
Choose Select existing Product tool. You can search for existing product by typing a product’s name.
Once you’ve chosen the listing you want to sell your product under, click “Sell yours”. From here you can add your own price, quantity.

How do I edit a listing?

On the Products drop-down menu, select My listing.
Products under live and non-live tabs can be edited by you.
Find your listing you want to edit, and select Edit
Enter the new information in the desired tab and click Save & Finish.

How to report listing inaccuracies?

Please contact Seller support team by submitting a request .

Orders

How to fulfill my orders?

Sellers on FSD marketplace need to manage fulfillment by themselves. You need to manage your own inventory and shipping products directly to buyers. FSD buyer depend on tracking numbers to find out where their orders are and when they can expect to receive them. Sellers are required to provide valid tracking for every order to FSD. You are required to confirm to FSD after shipping your orders. This helps us to inform buyers about their order progress and charge their payment method for the purchase.

Note: In case shipping confirmation is not provided to FSD, we cannot charge buyers payment method and cannot transfer funds to you.

How can I identify my orders?

Whenever a buyer adds product to their shopping cart and checks out, confirmation email will be sent to the buyer with the estimated delivery date.

Orders appear under Upcoming tab in your active orders page. For every new order, you will receive an email notification to your registered email id. We also recommend you, to check your Orders page for all Upcoming orders at least once a day.

How do I check my Upcoming orders?

In your Account, go to Orders and select Active.

On this page you can see different stages Upcoming, Processing and Shipped. Orders under Upcoming tab needed to be confirmed or cancelled by you before proceeding further.

Click on View against each order id to check complete order details. You can select the desired order id and choose Confirm order or Cancel order in action menu. All confirmed orders will showcase under Processing tab. Click on EXPORT to download all upcoming orders.

How do I contact a buyer about their order?

We currently do not have Buyer-Seller messaging service available where you can contact Buyer directly. If you want to communicate with Buyer regarding any purchase order, contact our Seller support associate.

Go to contact Seller support and raise a request. Provide the name of the buyer, order ID, contact reason and click on Submit. Your message will be sent to Buyer and you will be notified once we receive update from the Buyer. In most of the cases, you’ll receive a reply sooner.

Buyer wants to cancel an order. What should I do?

If Buyer wants to cancel any order, they will contact FSD and provide the reason for cancellation. We shall contact you regarding the order cancellation process and you may either approve/deny the cancellation.

How do I approve/deny an order cancellation from Buyer?

Your opinion will depend on the order status.

You have not yet shipped and confirmed the order.

You can ask the FSD Seller support associate to cancel the order. Our associate will proceed with order cancellation and automatically update the order status in Buyer’s FSD account and sends and email notification to the Buyer.

You have shipped the order.

You can let the Seller support associate know that the order is already on its way and ask the buyer to return it if you accept returns. If not, simply inform them that you cannot cancel the order as it is already shipped, and you do not accept returns.

Note: The buyer is not charged for an order until you confirm shipment.

How should I cancel an order?

To cancel your orders, go to Orders drop-down menu and select Active. Choose Upcoming tab on this page and select desired order id and choose Cancel in Action menu.

When you cancel an order, FSD automatically updates the order status in the buyer’s FSD account and sends an email notification to the buyer.

Returns

How to set products returnable or not?

Your products are default set as non-returnable on Product detail page (PDP). If there are certain products from your listings which are eligible for returns, you can share the list of SKU’s and for those specific SKU’s we will enable returns option on PDP. You can share the list to seller.support@foodservicedirect.com

Buyer wants to return an order. What should I do?

If Buyer wants to return any order, they will contact FSD and provide valid reason. To check your requests, go to Return Request under Returns section in your account. Click on View and choose Authorized or Denied from the status drop-down. Click Back on this page to go back to your Return requests home page.

You can click view on the desired return request to take up next steps.

What should I do after receiving return item from Buyer?

In your FSD account go to Returns and select Return requests. On this page you will view all your return requests. Go to your desired return request and approve or deny your request.

What is a claim?

Sellers are responsible for claims made by the Buyer within 30days of the product delivery.

Sellers will receive an email from our support staff. The Seller will have 48hours to respond and resolve the issue.

If the Seller is unable to respond/agree on a resolution, our support staff will investigate the issue. If the claim is in favor of the buyer, the Claim amount will be debited from the Seller’s account.

When can a buyers file a claim?

Item has not been received.

Example: The item is not delivered within maximum estimated delivery date.

Once Buyer contacts our support team within 24hours from the maximum estimated delivery date, we will approach you regarding the issue and you will have 48 hours to respond to us and resolve the issue.

Item did not arrive in good condition.

Example: The item received by the Buyer was damaged, received any expired goods, item was returned by the buyer but was not refunded or refunded in the wrong amount.

Shipping

How do I add my shipping rates?

Currently you need to add shipping costs to your selling price while listing your products which means your products are displayed on FSD as ships free. We will soon have an option, where you can add shipping costs separately at item level.

Note: Follow the below steps under Shipping method section in your FSD account after listing your products.

1) In your FSD account, go to Shipping method and choose Shipping Rates.

2) On this page, choose the Country as “United Staes” from the drop-down.

3) Populate the following values in respective columns 1) Input “0” in Weight From (lbs) , 2) Input “5000” in Weight To (lbs), 3) Input “0” in Price 4) Select desired Shipping method based on your shipping partner from the drop-down and click on Add. If you cannot find your shipping partner company from the drop-down values, please contact seller.support@foodservicedirect.com

This is a temporary step, once we have shipping costs feature available you are no longer required to perform this step.

Payouts

When will I get paid?

Go to Financials drop-down in your account and select Transaction Summary. This page provides you information of payment received from FSD or paid to FSD for each order that has been successfully completed. This transaction summary will be auto generated after completion of every order.

On this page you can either search the transaction detail of a particular order through order number or click on EXPORT to download the entire transaction list.

I am not seeing my money. What should I do?

It can take up to 4 business days for your money to appear in your bank account after we initiate payout. Payout remittance will be sent to your registered email id, which includes transaction details and amount paid.

How do I update my payout information?

To update your payout information please submit a request

Commission rates

How much does it cost to sell on FSD?

When your product sells, FSD collects the amount paid by the buyer. FSD will charge a 12% fee on all orders received on the Marketplace. This cost includes commission, marketplace, and cancellation fees. If you are a distributor, please contact seller.support@foodservicedirect.com for pricing.

Commission fees

For all products, FSD deducts the applicable commission fees percentage (12%) calculated on the total order value, excluding any taxes calculated through FSD tax calculation services. The total order value is the total amount paid by buyer, including the item price and any delivery or other charges.

Cancellation Fee

FSD does not charge any cancellation fee, however we keep a track of Cancellation rate (CR) for every Seller.

What is Cancellation rate?

Cancellation Rate (CR) is all Seller-cancelled orders represented as a percentage of total orders. This metric includes all order cancellations initiated by Seller, with the exception of those that are requested by Buyer.

Our policy is that Sellers need to maintain a CR under 10% in order to sell on FD. A CR above 10% may result in account deactivation.

Where can I view my commission rates?

Go to Transaction summary under Financials drop-down.
You can view the commission rates against each order on this page.
Click on EXPORT to download the Transaction summary report.

How will I know if FSD makes change to my commissions rates?

Vendor Commission Change email notification will be sent to your registered email id, whenever any changes are made to your commission rates.

Does FSD handle Sales Taxes?

FSD is wholly responsible for sales tax collection and filing on all sales. During listing creation process, vendors are required to choose relevant tax coding for their products. FSD will use this input, to calculate the potential state level sales taxes during the transaction and file with states. Vendors need not take any responsibility in sales tax process, other than providing the relevant coding for their products while listing them.

How will chargebacks be handled?

What is chargeback?

Chargebacks occurs when your customer contacts their bank or credit card company to dispute the charge for an order that they placed on FSD website. Chargebacks can be filed for a variety of reasons, including unauthorized use of the credit card. Common reasons include:

Card holder does not recognize charge or payee on their statement.
Card holder’s credit card was stolen or used without their consent.

How are they different from a buyer dispute or claims?

In the case of a Buyer dispute or claim, the Buyer contacts FSD support to mediate the problem with their transaction or to make a claim.

In the case of Chargeback, buyer contacts their bank or credit card company to dispute a charge. Note that the bank or credit card company decides the outcome of a chargeback, not FSD.

How will I get notified if there is a chargeback claim?

When a Buyer contacts their credit card company to request a chargeback, the credit card company will contact FSD about the transaction. FSD will contact you via email to provide transaction information and you need to respond to this email within 48hours.

You need to respond a chargeback claim in the following ways:

Inform FSD support to issue an immediate refund to Buyer.
Reply to the chargeback email you received from FSD support by providing the following details:

Shipping date, the shipping method used, tracking information/number, delivery confirmation and any communications with the customer if any.

We encourage you to include as much information as possible in your initial response.

FSD investigator reviews the information provided, creates documentation, and submits it to the issuing bank on your behalf. We will contact you if further information is required.
The final outcome can take up to 90 days (or longer in rare cases) from the dates the charge was represented to the issuing bank. We will inform the outcome via email, only if your financially responsible for the chargeback and the email will outline the reason why.

Note: If you feel you were debited for a chargeback in error, reply to the email. We will review your dispute.