Vendor FAQs (Sell on SAF) — SantonViva Marketplace

Getting started

1) What is “Sell on SAF”?
Sell on SAF lets you open a shop on SantonViva and list your products for customers to buy online. You manage your products and orders from your seller dashboard.

2) Who can sell on SantonViva?
Individuals, small businesses, and registered companies can sell—as long as you can provide valid contact details and products that meet our marketplace rules.

3) How do I register as a vendor?
Go to the Sell on SAF page and click Vendor Registration. Fill in your shop details (store name/URL, phone number, location) and submit.

4) What information do I need to sign up?
Typically:

  • Full name + phone number (WhatsApp recommended)
  • Email address
  • Shop name + shop URL
  • Pickup/dispatch location (town/district)
  • Payment details (Mobile Money or bank info)

5) How long does approval take?
Most accounts are reviewed within 24–72 hours (depending on verification and product readiness).

6) Is there a registration fee?
[Choose one]

  • No, registration is free.
  • Yes, there is a one-time fee of UGX [____].

Store setup

7) How do I choose my store name and URL?
Pick a store name customers can trust (simple, clear, brandable). Your store URL should be short and readable (e.g., santonviva.com/store/yourshop).

8) Can I edit my store details later?
Yes. You can update your store logo, banner, description, and contact details from your seller dashboard.

9) What makes a store look “verified” and professional?

  • Clean logo + banner
  • Clear store description
  • Correct phone/location
  • Fast response on WhatsApp
  • Consistent pricing and quality product photos

Products and listings

10) What products can I sell?
You can sell items allowed by our policies (e.g., fashion, accessories, home essentials, electronics, baby products, health & beauty—depending on your category setup).

11) What products are not allowed?
We do not allow illegal, counterfeit, stolen goods, dangerous/regulated items, or anything that violates local laws and marketplace rules.

12) What are the product listing requirements?
Every product must have:

  • Clear title (Brand + item + key detail)
  • Accurate price (no “UGX 0”)
  • Good photos (clear background, real product)
  • Correct category + attributes (size/color must match)
  • Stock quantity (or in-stock toggle)

13) How many photos should I upload per product?
Minimum 2, recommended 3–6 (front, side, close-up, packaging/label if relevant).

14) Can I sell products with variations (size/color)?
Yes—use variations to avoid duplicate listings and improve customer experience.

Orders and fulfilment

15) How will I know when I get an order?
You’ll receive a dashboard notification and/or email (depending on your settings). Check your seller dashboard daily.

16) How fast must I process orders?
Recommended: confirm and prepare within 24 hours. Late processing reduces customer trust and may affect your seller performance.

17) What if an item is out of stock after an order is placed?
Update your stock immediately and contact support/customers ASAP. Frequent stock issues can lead to listing restrictions.

18) Can I cancel an order?
Only for valid reasons (out-of-stock, wrong listing, customer request). Too many cancellations can hurt your store ranking.

Delivery and shipping

19) Who handles delivery—SantonViva or the vendor?
[Choose your policy]

  • Vendor delivery: you deliver directly to the customer.
  • SantonViva delivery: SantonViva picks up from you and delivers.
  • Hybrid: depends on location/category.

20) How do shipping fees work?
[Choose your policy]

  • Customer pays shipping at checkout.
  • Vendor includes shipping cost in product price.
  • Shipping is calculated by location.

21) What packaging standards should I follow?
Use clean, protective packaging. Fragile items must be padded. Clothing should be clean and neatly packed.

Payments and payouts

22) How do customers pay?
Customers pay using available payment methods (e.g., Flutterwave, cards, Mobile Money—depending on your setup).

23) How do I get paid?
[Fill in your real rule]
Payouts are sent to your registered Mobile Money/bank account every [week/2 weeks/month], after order completion and return window rules.

24) Is there a commission or service fee?
Yes/no. If yes: SantonViva charges [X%] per successful sale (or a fixed fee). This covers marketplace operations, payments, and support.

25) What happens if a refund is issued?
Refund amounts may be deducted from future payouts (or withheld) depending on refund reason and policy.

Returns, refunds, and disputes

26) What is the return policy for vendor products?
Returns are allowed within [X days] if the item is unused and in original condition (category exceptions may apply).

27) Who pays for return shipping?
[Choose your policy]

  • Vendor pays if item is defective/wrong.
  • Customer pays if they change their mind.

28) What if a customer reports a problem?
Respond quickly. Provide proof (photos, order notes) and cooperate with support. Disputes are resolved using evidence and marketplace policy.

Seller performance and compliance

29) What affects my store ranking and visibility?

  • Fast order processing
  • Low cancellations
  • Accurate listings (no wrong colors/sizes)
  • Good customer feedback
  • Stable stock levels

30) What can cause my listings or account to be restricted?

  • Counterfeit products
  • Misleading pricing/UGX 0 pricing
  • High cancellation rate
  • Repeated customer complaints
  • Policy violations

Support

31) How do I contact SantonViva seller support?
Use:

32) I’m stuck—what should I do first?
Check your seller dashboard, confirm your store details, verify product prices/stock, then contact support with:

  • Store name + product link + order number (if any)