Vendors: Common Issues and Troubleshooting

Account-Related Issues

1. I Forgot My Password

Solution: Use the “Forgot Password” link on the vendor login page to reset your password. Check your email for the reset link, and follow the instructions.

2. I Can’t Log Into My Account

Solution: Ensure you’re using the correct email and password. If the issue persists, contact support at support@demeterearth.com.

3. My Account Was Deactivated

Solution: Reach out to support to understand the reason and resolve the issue.

Store Setup Issues

4. I Can’t Add My Store Logo or Banner

Solution: Login to your full seller dashboard (app.shipturtle.com), go to Settings -> Company details. Here you can add your company logo and update any other company information.

5. Store Information Isn’t Saving

Solution: Check for required fields. If all required fields are filled out and the issue persists, refresh the page and try again.

Product Listing Issues

6. My Product Isn’t Showing in Search Results

Solution: Confirm the product is published. Verify inventory levels and ensure the product is assigned to a relevant category. Also check your warehouse settings in your full seller dashboard and ensure you have entered in your Serviceable Radius and fetched the zip codes within that radius.

7. I Can’t Upload Product Images

Solution: Check the image file size and format (e.g., JPEG, PNG). Max image size is 2 MB. Ensure your internet connection is stable during the upload.

8. I Made a Mistake on My Product Listing

Solution: Go to your dashboard, edit the product details, and save the changes. Updates are reflected immediately.

Order Fulfillment Issues

9. I Can’t Mark an Order as Fulfilled

Solution: Ensure all required fulfillment details are entered, such as tracking numbers. If the issue persists, contact support.

10. My Customer Didn’t Receive Their Ready for Pickup Email

Solution: Verify that you clicked the “Ready for Pickup” button in your dashboard. If the issue persists, ensure the customer’s email address is correct in their order details.

Payment and Financial Issues

11. I Haven’t Received My Payout

Solution: Check that your payment details are correctly entered in the dashboard. Payments are processed according to the platform’s payout schedule.

12. A Customer Disputed a Payment

Solution: Contact support immediately with the order details. Demeter Earth will assist with resolving disputes.

Technical Issues

13. The Dashboard Isn’t Loading Properly

Solution: Clear your browser cache, update your browser, or switch to another browser. If the problem continues, contact support.

14. I’m Seeing an Error Message

Solution: Take a screenshot of the error and send it to support with a brief description of what you were doing when it occurred.

15. I Can’t Access the Vendor Features

Solution: Ensure your account is active and verified. If you still can’t access features, contact support.

Communication Issues

16. I Can’t Contact a Customer

Solution: Use the messaging system within the platform or the customer’s provided contact details. If these are unavailable, contact support for assistance.

17. My Notifications Aren’t Coming Through

Solution: Verify that your notification settings are enabled and that the correct email address is associated with your account.

General Tips

Regularly Update Your Inventory: Keep your listings updated to avoid overselling.
Use High-Quality Images: Clear, professional images increase customer trust and sales.
Monitor Customer Feedback: Respond to reviews and address concerns promptly to maintain a good reputation.