Merchant FAQ - The SMilDS

1. Any charges in changing the domain name for web store?: It is free of charge upon first registration. Platfrom2u.com will charge RM50 for the consecutive change onwards.
2. Any penalty if a merchant fails to pay maintenance fee after 2 years?: If they fail to pay the maintenance fee, the web store will be suspended. There will be no transaction after account is suspended.
3. What is the maintenance fee after 2 years?: Maintenance fee will be approximately RM100 per month for Malaysia.
4. Can merchant sell their SMilDS.com account to other merchant within 2 years?: No. Once the account is being registered to a particular person/company, the account is not transferable.
5. How many sms can be sent in a day? Is there any restriction or payment for it?: There is no limit of sms sent, as long as the credit is sufficient. Cost per sms currently is RM0.16.
6. Can we import the contacts from Hotmail, Gmail, Yahoo, or Outlook(CSV) into Backoffice?: Yes. Merchants can now import via Backoffice.
7. What is the maximum size of photo or image uploaded?: The upload of every single image is limited to 2MB. However, we encourage Merchant to upload image like 80kb - 250kb for optimum user experience.
8. Any restriction on the quantity products listed?: Yes, we restrict Merchants to 1000 products. Our system can support product listings up to 1000 products with no surcharges for the moment. Please contact Platform2u.com at support@smilds.com if require extra product listings.
9. Can we have two types of language; English and Japanese?: Our system currently supports both English and Chinese Simplified and Traditional. We will expand additional languages in near future.
10. Can you provide services from the Yahoo! Merchant Solution?: We have our own Shopping Cart, Shopping Mall, Payment, Logistic and CRM solution, but independent from Yahoo! Merchant.
11. Does SMilDS.com provide Marketing & Product Promotion?: Yes, you can choose to advertise on our The SMilDS e-Shopping Mall Platform.
12. Does SMilDS.com include reports & statistics?: Yes you can get your report from our system as well as integrated with Google Analytics, Google Webmaster, and Google Sitemaps. In near future, we will provide more advance analytics tools too.
13. How about Web Hosting?: Our business model is Software as a Service (SaaS) so the hosting fee is already calculated in. You can upload maximum of 1000 products in your webstore.
14. Can SMilDS.com offer domain name and emailing services?: There are many providers outside and it is not our core so we do not have this. You can get it from Yahoo! And point the DNS to our server.
15. How can you ensure security & reliability? (99% Uptime): We ensure 99.5% uptime on our webstores. SMilDS.com run on Highly Available (HA) architecture and our hosted site is in one of the most reliable site in Hong Kong while our Discovery site is located in Malaysia.
16. How long will it take for merchant to setup the SMilDS.com webstore?: It is very much depends on the quantity of products you are uploading, and how sophisticated your website design will be. In basics, it takes less than 10minutes to setup and get it running.
17. Can we use our own domain?: Yes you can use your own domain. Just point or redirect your domain to our sub domain. For example, if you visit Kinkimall.com or icestorm.smilds.com is the same web store.

PAYMENTS

1. How does the Payment Gateway works?: 1. Your customer inputs credit card information on Your Online Store.
2. The Payment Gateway encrypts data and securely sends it to your Internet Merchant Account.
3. The transaction is reviewed for authorization.
4. The result is encrypted and sent back through the payment gateway.
5. You get the results and decide whether or not to fulfill the order.
2. Any minimum payout amount?: There is a minimum payout for settlement with amount of MYR 100. If the settlement sum (after deducting the transaction fee) is lower than the minimum payout amount, Platform2u.com will hold the payout until accumulated amount reaches RM100.
3. How is the payment method from Platform2u.com?: Platform2u.com will deposit / transfer the settlement sum into a designated bank account of the merchant.
4. Why Platform2u.com remit the payment after 14 working days?: Platform2u.com imposes this policy to protect both parties’ interest (Merchant and Buyer). When receive notification that payment has been made by buyer, Merchant can deliver the items to buyer without worrying that buyer will deny payment.

On the other hand, Platform2u.com will have to protect buyer’s interest as well. 14 working days is the grace period for buyers to file dispute to Platform2u.com. If there is no dispute within the grace period, Platform2u.com will release payment to Merchant after deducting any fees agreed. If dispute occurs, Platform2u.com will remit the payment until investigation is done.
5. What is the Payout Frequency?: Platform2u.com will process payout at the 7th working day of goods delivered to buyer if no dispute being filed in. Merchant will receive payout after 14 working days.
6. Any single transaction limit?: Maximum Single Transaction Amount is limited to RM5, 000.
7. Can the Payment Gateway accept debit card?: The system cannot process Visa and MasterCard debit card at the moment.
8. What is a Chargeback?: A chargeback is a disputed payment initiated by the customer. Typically, customers dispute charges when the goods are not received or when the charge is not recognized. The cardholder contacts their card issuer to report the charge as a disputed transaction and ask for their money back. The card issuer then contacts the merchant’s acquiring bank to pursue the claim.
9. What should I do if the chargeback case happened?: The Merchant is responsible for all charge-backs as a result of disputes from their customer. The Merchant is strongly advised to keep records of every sale and delivery invoices (up to 18 months) to be produced as proof in the event of disputing the chargeback. Platform2u.com will compile all the evidence and work together with payment gateway to dispute the chargeback.
10. In the event of dispute of chargeback failed, who should responsible for the Chargeback?: Merchant is responsible to the Chargeback.
11. What is Chargeback Fee?: Whenever a chargeback occurs, the e-Commerce merchant is charged by the bank for the hassle involved in settling the chargeback. This fee may even apply when a chargeback is unsuccessful.
12. Who is responsible for the Chargeback Fee?: Chargeback fees will be imposed on merchant.
13. How do you support Payment Processing?: We support up to 18 major currencies at this moment. In Malaysia, we accept all credit card transactions and Maybank2u online banking. In Philippines, we connect to BancNet and Megalink which means you can also accept ATM transfer too.
14. What kind of fraud protection do you Offer?: As a part of our service, all orders placed by a consumer are subjected to an automated fraud screening routine. This routine automatically examines each and every order placed. Suspect orders are reviewed by a trained member of our risk management team. These orders are cancelled if they are fraudulent. If found that the order is suspected fraud, our risk management team will contact the store for further review and action.
15. Who is iPay88?: Introduction of iPay88
iPay88 is an Internet Payment Service and Solution operated by Mobile88.Com Sdn. Bhd. (a MSC status company) since year 2006. iPay88 helps online store (or e-store) to accept payment via Internet Payment options such as Credit Card, Electronic Account Debiting service (or E-Debit), Electronic Wallet (or E-Wallet), etc. to complete a sales transaction via Internet securely. iPay88 is built to compliant with Malaysia's Payment System Act and PCI Data Security Standard.

Beside continuous research and development on the internet payment technology and security, iPay88 also will run marketing activities to help its merchants to grow online sales from time to time. As the leading Internet Payment Service Provider in Malaysia, iPay88 has launched its multi-currency gateway in February 2009, becomes the first local internet payment service provider with multi-currency processing.
16. How secure and trustworthy is the iPay88 system?: iPay88 is the same Online Payment Gateway System currently provided by many licensed Financial Institution. For that reason, stores can be certain of iPay88 security and database management. Besides, iPay88 complies with PCI Data Security Standard and Malaysia Payment System Act.
17. What are the bank charges?: Online banking : 2.5% or min RM0.80
Credit card payment : 3.3% or min RM0.60

Shipping

1. What are the shipping charges like locally and internationally?: Shipping fees will be charged to end user (buyer). The shipping charges will differ by courier service provider. Goods can be sent to any country as long as it is legal to be exported accordingly to the countries custom law. Merchant has the right to chose whom to be charged for the fee. If merchant chose to absorb the courier fee, then the item will be showing “FREE SHIPPING”
2. How Platform2u.com ensures all delivered out goods are correct?: If there is a complaint or dispute from customer, Platform2u.com’s support team will investigate & verify.
3. Which parties will be involved in packing goods?: Merchant will require to pack the goods displayed online. Our logistic partners will do the pickup and deliver to buyer.
4. Who are the logistic partners?: In Malaysia, we collaborate with Pos Laju, Citylink and UPS. We integrated with shipping providers such as DHL and LBC in local Philippines and it is real time monitoring. As for tax calculation, any logistic partners will able to tell that there is no single source of Tax Computation able to calculate taxes for individual different countries, but we do include a portion for taxes calculation.
5. Can merchant run SMilDS.com oversea?: SMilDS.com is an e-commerce platform; therefore merchant is free to sell goods abroad. Goods can be sent via our logistic partner.
6. If a customer complaint goods already damaged or never received, but not merchant fault, which party will be responsible for these losses?: Buyer must inform Platform2u.com for any damage within 24 hours; only then we will locate and investigate the problem. Platform2u.com will inform logistics the damage reported and logistic will perform investigation. If Logistic is at fault, they will proceed to compensate according to their damage policy (Take note: Different logistics have different compensation rates,depending on the merchant to choose the logistic they prefer)
7. What happens when I go over my product limit?: You have an option to remove products, upgrade to a higher account or purchase additional product allocations in lots of 30 at a time.
8. How do I know someone has ordered a product from my site?: As a Merchant you will receive an email alerting you that an order has been placed and that it is available for retrieval through the BackOffice Orders. You will find the order management interface at the bottom BackOffice Orders.
9. What are our responsibilities if we charge to insure delivery?: Instead of directing buyers to make claims against the logistic partners who may be responsible for losing merchandise, most merchants reship for the sake of customer satisfaction. To pay for these reshipment policies, some merchants ask buyers to buy "insurance" or provide it as an option. By offering insurance, the merchant implicitly represents that it will honor any claim of nondelivery by providing prompt reshipment or, if reshipment is impossible, a prompt refund. It would be improper to collect fees from buyers for reshipment insurance and not respond promptly and appropriately to their bona fide claims of loss.
11. What is Chargeback Fee?: Whenever a chargeback occurs, the e-Commerce merchant is charged by the bank for the hassle involved in settling the chargeback. This fee may even apply when a chargeback is unsuccessful.
12. Who is responsible for the Chargeback Fee?: Chargeback fees will be imposed on merchant.
13. How do you support Payment Processing?