Seller Help

Looking for help? This section is dedicated to selling related queries that may arise when using the Silkfair website. If you don’t see the answer to your question below, or a question that pertains to a specific area of the site, please check out the comprehensive help resources to your left.


Getting Started

How do I get started with Silkfair as a Seller?

I have already signed up for a Buyer account. Can I still become a seller?

Who can be a seller?

I live outside the US; can I still be a seller on Silkfair?

Can I just sell one item?

Why Silkfair? What has Silkfair to offer me?

Do I have to build a store?

What do I have to pay for using Silkfair to sell my goods?

What subscriptions type(s) are available at Silkfair?

Where do I select/specify the subscription type (store type)?

What item(s) can and cannot be sold at Silkfair?

Can I sell adult content/materials on Silkfair?

Does Silkfair handle payments or shipping & handling?

What if I have multiple si zes/variations of the same item?

Fees and Billing

What is card details verification? Do I have to pay for it?

How much does it cost to sell item(s) on Silkfair?

Is there any setting up fees involved when opening a Seller’s account?

How can I pay the monthly fee(s)?

I have been supplied a voucher, how can I pay for my monthly fee(s) using it?

Can I cancel my custom shop account at any time?

Can I upgrade/downgrade from Custom to Market Shop and vice-versa?

What is the 3% sales fee?

How can I keep track of the amounts I am billed each month?

At a later can I date change the credit card associated with my Silkfair account? How do I do that?

Subscription upgrades / downgrades

How do I upgrade from Market shop to Custom shop?

Will my store details and item listing(s) be affected during the upgrade?

I just upgraded my subscription type; and changed to a custom domain. Will this affect my Google Base product submission?

I need to downgrade from custom shop to market shop, how do I do that?

Setting up your store

How do I setup a store in Silkfair?

I have already signed up for a buyer account, how do I become a seller?

I have created a store, can I start selling immediately?

Customize your Store

How do I create a Shop Profile?

What is a Banner? How do I set it up in my shop?

Are there any restrictions on the file type and size of the shop banner?

How can I customize my shop?

Customize a Custom Shop

I am currently re-designing my Custom shop website. Is there a way to suspend my store during modifications?

I have currently suspended my Custom shop due to it being redesigned. Will I lose out on any potential business?

How do I take a backup of my current Custom shop template?

Can I change my existing Custom shop design template?

Can I delete an existing Custom shop template?

What happens when I delete the existing Custom shop template?

How do I upload Template Design / Backup file?

Can I edit the font(s) and colors in my Custom shop?

Can I edit the number of Item Listings appearing per page on my Custom shop?

Can I upload any additional file(s) to my Custom shop website?

How do I create labels (folders) when uploading document(s)/ image(s)?

Pricing Profile

What is Pricing Profile / Template?

What are the advantages of creating a Pricing Profile/Template?

How do I setup a Pricing Profile/Template?

I have a large number of listings for which Pricing Profiles/Templates need to be created! Does Silkfair provision this?

How do I create a default Pricing Profile/Template?

I have created a Price Profile/Template what’s next?

Can I add price details directly to the item listing without the use of a price template/profile?

Tax Profile

What is a Sales Tax template?

How do I create a Sales Tax template?

I have multiple sales tax templates; can I import these directly into Silkfair?

Can I make a particular Sales Tax Profile default for my shop?

I have created a Sales Tax template, what’s next?

Can I add Sales Tax details directly to the item listing without creating a template?

Returns and Refunds

How do I setup a common return/refund policy in my Silkfair shop?

How do I specify return/refund policy for a single item?

Shipping

What is a Shipping Profile/Template?

How can I setup a common Shipping Profile/Template?

How do I bulk import shipping details to my store profile?

I have certain conditions/policies regarding shipping that I need to specify. Where do I do that?

Can I set shipping options with my PayPal Standard payment method?

Payment Methods

What Payment methods are available for customers at present?

How quickly do I need to setup payment method(s) in my store?

How do I setup payment method(s) in my Silkfair store?

Are there any prerequisites/rules that I need to adhere when setting up the payment methods?

How do I open a PayPal account?

What is Solution (account type) in PayPal?

How do I setup PayPal Email payment method in my Silkfair store?

How do I setup PayPal Standard payment method in my Silkfair store?

How do I setup PayPal Express Checkout payment method in my Silkfair store?

How do I open a Google Checkout account?

How do I set up Google Checkout Payment method in my Silkfair store?

How do I obtain the Google Checkout Merchant ID and Merchant Key?

I have successfully setup PayPal / Google Checkout payment methods, what’s next?

I have recently enabled new payment method(s) in my store; will this appear in the current item listing(s)?

Item Listings (your inventory)

What is item listing?

Does Silkfair charge its members for listing items?

In what currency does the item listing appears in my website?

How long does it take for an item to appear in my store?

How long does an item listing remain active?

Is it possible to add item(s) and then activate them at a later date?

What if I have multiple sizes/variations of the same item? How do I add such item(s) to my shop listing?

How do I list an item (add inventory)?

What information is requested when listing an item (adding an item)?

The item category I require is not available within Silkfair. Can I create my own category?

I have created a custom Category/sub Category.’ How do I apply it to an item?

How do I add picture(s) to an item listing?

Are there any restrictions on the image(s) that I can upload?

What is Primary color and Secondary color?

How can I upload video(s)?

What type of videos can I upload?

What kind of video quality will my videos be shown?

Does Silkfair support importing product listings in bulk?

How do I know if all item(s) in my CSV file was imported correctly?

How do I import images into the product listing?

How do I import a video into the product listing?

Can I import item listings from my eBay account?

How do I include an item in the Featured item list?

How do I preview an item listing once I have added all the details?

Can I list /de-list /delete an item after it has been setup in my store?

Can I undo a deleted item listing(s)?

How do I activate an expired item listing?

How do I duplicate (copy) an item listing?

How can I quickly lookup an item listing(s) from my store?

How do I edit an item listing?

How can I edit the primary/secondary color of an item?

Can I edit item listings in bulk?

eBay Listings

How do I setup my eBay account information with Silkfair?

How do I import eBay listings directly into my Silkfair store?

Custom Categories

What is a Custom Category?

How do I create my own / custom Category?

Can I add a sub Category to a custom Category?

I have created a custom Category/sub Category. How do I apply it to an item?

Can I rename / delete a custom Category?

Where can I view my custom Category?

How do I enable the custom Category to appear in my store homepage?

Order Processing

What order processing method(s) are available?

How do I enable the order processing methods in my shop profile?

I have selected the option pre-approve only certain purchases in my shop profile, where do I specify the pre-approve items?

A customer has placed an order, what happens next?

When should I ‘close’ an order?

How do I view the orders that are received from customer(s)?

How do I view details of an order?

Do I need to manage the inventory manually?

How do I process an order?

How do I process an order if I need to Pre-Approve the purchase/Pre-Approve all purchases?

A customer has paid using a Non Real-Time payment method. How do I process this order?

Can I bulk process orders?

How do I refund / charge the customer additional amounts?

I have applied a refund/credit/discount to the buyer, what happens next?

I have applied an additional charge to the buyer, what happens next?

The customer has returned the ordered goods, how do I provide a refund?

How do I send a message (email) directly to the customer?

I need to maintain an offline copy of my orders, how can I do that?

What if a buyer who wants to purchase item(s) from my store but has no transaction history / feedback?

How do I view the order history for a particular customer?

Promoting my Silkfair Store

In what ways can I promote my Silkfair store?

What is a mini store widget? Where can I find them?

What is a Silkfair Badge? Where can I find it?

What is HTML Meta Tags? How can I set it up in my Silkfair store?

How can I add HTML Meta tag(s) to item listing(s)?

What are tags/materials? How can I include them in my item listing?

What benefits do I have including tags/materials with an item listing?

What is Google Base?

How can Google Base help me?

How do I add my Silkfair item listing(s) to Google Base (Google Base product submission)?

Blogs and Forums

Who can participate in forums/polls?

I am not a seller at Silkfair; can I still have my blog / forum?

How can I setup my own blog in Silkfair?

Can I rename my blog after I have created it?

How do I make a new post/new poll to my blog?

How do I edit/remove a posting/poll from my blog?

Can I have more than one Forum?

How do I create a new Forum?

How do I post a topic/poll in my Forum?

Can I upload images/video to the forum?

How do I know when someone has posted a reply to my topic?

Is there a size limit for images / videos that are uploaded to a blog / forum?

Miscellaneous

How often should I visit Silkfair?

How can I keep track of the number of visits (hits) made to my online store?

How do I get a public opinion on item(s) that maybe otherwise offensive for sale in my store?

How do I create a CSV file?

How do I setup my own domain for my custom shop?

Reporting a problem

What if there is a non-payment from the buyer for an item?


Getting Started

How do I get started with Silkfair as a Seller?
Before you can start using the services available at Silkfair, you need to sign up for a Seller’s account at Silkfair account. It is an easy 4 step process. Seller Registration steps I have already signed up for a Buyer account. Can I still become a seller?
You can upgrade your existing buyer account with a click of a button. To do this, go to Sell > My Store located in the top navigation menu. This will redirect you to the Card Details page. Here, enter your card details and click on the Submit button. Once your card details have been validated, you can create a store and start selling item(s) at Silkfair. Who can be a seller?
Anyone over the age of 18 can be a seller on Silkfair. If you are under 18, you may still do so with the permission of (and under the guidance of) a responsible adult. I live outside the US; can I still be a seller on Silkfair?
Yes, as long as you’ve got a valid credit card you can sign up! Silkfair is an international marketplace loaded with a wide range of products from across the globe. Can I just sell one item?
Of course! Start with one Item, and you will most likely find it so easy and enjoyable that in no time you will be listing more! Silkfair has been designed so that sellers can feel free, independent and distinguished among other sellers, by allowing them to customize and expose themselves freely. Why Silkfair? What has Silkfair to offer me?
Silkfair has a range of features lined-up to cater to all your needs as a Seller. Setting up these features is simple and easy. It can be done with a matter of a few mouse clicks! And with the NO LISTING FEES, this is an opportunity not to be missed!

Tabled below are the facilities offered with each store type:

Market Shop
  • Quick and easy store setup
  • Store promotional tools
  • Comprehensive order & payment processing
  • Feedback monitoring
  • Community features
Custom Shop
  • Customizable shop
  • Quick and easy store setup
  • Store promotional tools
  • Comprehensive order & payment processing
  • Feedback monitoring
  • Community features

A comprehensive list of store facilities and features also can be found. Click here to view this exhaustive list. Do I have to build a store?
Building a store is required if you plan to sell. However, it is not necessary to build a store in order to purchase items from other sellers at Silkfair. What do I have to pay for using Silkfair to sell my goods?
Silkfair does charge a nominal fee from its sellers for the services it provides. A detail list of our fees schedule can be found under the section Fees and Billing. What subscriptions type(s) are available at Silkfair?
Currently two types of subscriptions are available. These are:

  • Market Shop – Has a range of features.
  • Custom Shop – Has a range of features plus it also allows you to customize the store as per your taste and needs.

For further details, refer to the question Why Silkfair? What has Silkfair to offer me? Where do I select / specify the subscription type (store type)?
The subscription type (store type) is selected at the time of registration. Once your card details have been verified you will be prompted with a series of screen prompts that will help you to select what type of store (subscription) you wish to take up. Follow these screen prompts to select the subscription type and create your store. What item(s) can and cannot be sold at Silkfair?
Most items on Silkfair can be sold except for those listed as prohibited (see the list below). If you have any concerns about the items that you wish to sell please contact Silkfair: questions@slikfair.com

List of prohibited items

  • Wildlife animals and pets. This is due to the prevailing animal conservation laws in the USA and offenders may face prosecution.
  • Fake or counterfeit currencies.
  • School related software. In other words software that is being sold at reduced prices to educational institutions, student and researchers.
  • Items that are an infringement to copyright and trademark regulations such as consumer goods, beta software, CD, VCD and DVD materials.
  • Any kind of downloadable media. This refers to any video, software or digital media items. However, if you hold the copyright or is the sole owner of the item, you may list / sell them through our website. In such an event you may be asked by Silkfair to verify the copyright ownership / trademark.
  • Prohibited Goods from other countries.
  • Names, faces, signatures of people without prior consent / permission.
  • Weapons or ammunition.
  • Government documents or personal documents such as identification cards, passports, car license etc.

Note: The sale / listing any of the items listed above will lead to the termination of your Silkfair account. Can I sell adult content/materials on Silkfair?
Yes this is possible. All items sold at Silkfair needs to be marked with the option “Mature Adult Contents and Materials” in the inventory listings if they meet one or more of the following criteria below:

  • Item(s) that contains nudity.
  • And / or are products that’s legal and intended for mature adult use
  • And / or intended for the purpose of sexual stimulation / arousal and / or intimate use.
  • Exposed body parts that includes genitals, buttocks, breasts and nipples, including the abstract depictions of such parts or use of such parts also falls within this category.

If you have any concerns about the items that you wish to sell please contact Silkfair: questions@slikfair.com

Note : By enabling the field, Mature Adult Content and Materials in the inventory listings, the system will automatically enable only the registered users with the option ‘Allow Mature Adult Contents and Materials‘ enabled to view them. Hence, Silkfair members will have to opt-in to view mature or adult content on Silkfair. Does Silkfair handle payments or shipping & handling?
No, Silkfair does not handle payments nor shipping & handling for the seller, users are individually responsible. However, Silkfair is integrated with PayPal and GoogleCheckout for the sellers who have those accounts What if I have multiple sizes/variations of the same item?
No problem! You can create price profiles with various attributes such as size, color, length, width or any other custom attributes. You can create any number of price profiles in your Store profile. When you create your item listing, just simply select any price profile you have created earlier.

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Fees and Billing

What is card details verification? Do I have to pay for it?
This is the process where Silkfair will run a USD 1.01 test authorization transaction in order to validate your credit card. This does not take funds from your account and may appear on your statement. If you are having problems getting your card details verified please get in touch with our support team: support@silkfair.com How much does it cost to sell item(s) on Silkfair?
Please see http://www.silkfair.com/site/pricing

Is there any setting up fees involved when opening a Seller’s account?
There is no setting up fees involved. 

How can I pay the sales fee(s)?
When you sign up as a seller, we require that you register with Silkfair using a valid credit card. The charges will be applied automatically to this card on a monthly basis or when your account spend reaches $25 billing threshold, whichever comes first. 

Note : During each month, fees are “queued” to be charged and you may view this queue at any time under using the Account Summary feature in the Fees / Billing page.

See Also :How can I keep track of the amounts I am billed each month

I have been supplied a voucher, how can I pay for my monthly fee(s) using it?
You cannot use a gift card/ voucher to pay for monthly fee(s). However, as a part of a promotion, we may offer discount coupons / vouchers which can only be applied once at the time of store creation.
If you have received such a coupon, please enter the code at the time of store creation when you signed up. Can I cancel my custom shop account at any time?
Yes. Although we would hate to see you go, you can cancel your account from your Custom Design Dashboard page. Cancellation are all final, no refunds or credits will be applied for subscription cancellation. Can I upgrade/downgrade from Custom to Market Shop and vice-versa?
Absolutely! You can upgrade or downgrade your plan (if available) at any time.

What is the 3% sales fee?
This is the fee charged by Silkfair on per item sold and is charged as a total from your account every month. The sales fee is applicable to both Custom and Market shops.

See the example below:

Item Price USD 10.00
Sales Tax USD 0.10
Shipping handling USD 5.00
Total USD 15.01
Silkfair sales fee
(3% of transaction)
USD 0.45

How can I keep track of the amounts I am billed each month?
The Fees / Billing page has a comprehensive list of details of fee(s) applied to your Silkfair account.

For your convenience, this page has been broken down to the following sections:

  • Account Summary– This displays the total amount of fees applied to your account for each month.
  • Transaction Details– This displays details of all transactions that contribute towards the 3% sales fee(s) charged for a given month. Use the Filter options to vi ew details for a specific month.
  • Payments– This lists all payments successfully received by Silkfair from your account for each month.

Fees and Billing

To access this page, go to My Store > Manage My Store and select the Fees/Billing tab. In addition to this at the end of each month you will also receive an email with a detailed invoice to your designated email address (the email address that you used to open the Silkfair account). At a later can I date change the credit card associated with my Silkfair account? How do I do that?
You can edit or add new card details using the My Account page at time anytime. To access the My Account page, go to My Account > Manage My account and click on the Financial tab. In the Financial tab, you will find the section, My Payment Types. There is a series of buttons including Edit, Remove and Add that will allow you to manage your card details.Edit credit card details

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Subscription upgrades / downgrades

How do I upgrade from Market shop to Custom shop?

To upgrade from Market shop to Custom shop :

  1. Login to your Silkfair store.
  2. Go to My Store > Manage My Store and click on the Custom Design tab. This displays the Custom Design page.
  3. In the Custom Design page, click on the relevant button to begin the upgrade.
  4. During the upgrade process you will be prompted to:
    1. Choose a design
    2. Select a payment plan and activate subscription
    3. Customize store / further customization

You can choose to make further customizations at any time. Simply visit the Custom Design tab as stated in step 2. Will my store details and item listing(s) be affected during the upgrade?
The upgrade process is only done to the look and feel of your store. All item listings and store details will remain intact. However, it’s advised that you hide your custom store until you complete building your new website. I just upgraded my subscription type; and changed to a custom domain. Will this affect my Google Base product submission?
If you choose to use custom domain, you are required to make manual (custom) Google Base product submissions. I need to downgrade from custom shop to market shop, how do I do that?
You can terminate your custom shop subscription at any given time.

To downgrade from Custom shop to Market shop :

  1. Login to your Silkfair store.
  2. Go to My Store > Manage My Store and click on the Custom Design tab. This displays the Custom Design dashboard page.
  3. In the Custom Design Dashboard page, select the required button from the following options:
    • Terminate subscription immediately– Clicking this will terminate your subscription immediately*.
    • Set termination at end of current term– Clicking this will terminate your subscription at the end of the contracted date*

* Cancellations are all final, no refunds or credits will be applied for subscription cancellation. Once you have made your choice, you are displayed with a conformation message. Click on the Yes button to proceed.

Tip : Use the Fees / Billing tab to check for the charges applied to your account.

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Setting up your store

How do I setup a store in Silkfair?
Below is a quick look of the whole process.
Note : You should have successfully signed up for at least a buyer’s account before you can attempt the steps outlined below.Setting up a store flowchart I have already signed up for a buyer account, how do I become a seller?
To upgrade from buyer to seller account, go to My Store > Setup My Store. You will then be prompted to enter your card details. Enter the requested details to complete the card verification process. Thereafter follow the onscreen prompts to create your store. I have created a store, can I start selling immediately?
Unfortunately no! There are few other things you need to do in order to get your store up and running. Described below are the details.

Step 1 – Customize store
Depending on your subscription type, you may choose to customize your new Silkfair store, including:

  • Shop Profile, Item Listings, HTML Meta tags and more.
  • The look and feel (available only for Custom shop subscription type).

For details, refer the section,Customize your store.

Step 2 – Create Store details
Below is a comprehensive list of items that you need to create. Click on the link(s) to obtain more information.

The criteria mentioned in the above list can be very easily setup using the Profile page. To access the Profile page, go to My Store > Manage My Store, this will then automatically display the Profile page.

Note :You will not be able to add any item listings into your shop, without setting up the above said criteria / shop details.

Step 3 – Create item listing(s) – Adding inventory
There are several ways that you can create item listings including:

  • Adding item (s) one at a time.
  • Bulk import from CSV file.
  • Bulk import from eBay (if you own a eBay store)

For details refer to the section Item Listings – Section 1 – Create item listing(s) Step 4 – Start Selling!

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Customize your Store

How do I create a Shop Profile?

You can create your shop profile using theMy Store Profilesection in the Profile page. To access the Profile page, go to My Store > Manage My Store.

The following information is available in the My Store Profile section. Make sure to enter the details and click on the Save button.

Store Profile

  • Store Name– this will be the name others will see on Silkfair.
  • Store Profile Description– A more detailed description of your shop and what you offer. Once saved successfully in the database, this information will appear on your store site, when users click onAbout this storetab.
  • Store Phone / Fax– enter all numbers, including country code if applicable.
  • Store email address– Enter the email address where you want store messages sent. These would be messages about your orders, from your buyers and from Silkfair. When you change your email Silkfair will send you a confirmation. You may not use the same email address in more than one Silkfair store. Also make sure to have the optionSubscribe me to email updates about new comments/replies of my itemenabled.
  • Instant Messenger (IM)– Reserved for future use.
  • Store Announcement Title– Enter the heading you want your customers to see when they view your products.
  • Store Announcement Description– Reserved for later use.

Note: If you plan to sell any adult material/adult related material in your shop, make sure to enable the optionThis store sells and/or contains mature adult contents and materials. This will automatically appear as default in the inventory listings (items) and save you the hassle of having to add it manually. You can also refer to the question, Listing an adult related material in my store in this regard. What is a Banner? How do I set it up in my shop?
Shop banner is a graphic image, possibly a logo of your shop or any other image that is relevant to your business. When enabled it is displayed in the homepage of your shop.To upload a banner/logo:

  1. Go to My Store > Manage My Store and load the Profile page.
  2. In the Profile page, locate the Store Banner section. Make sure to select the ‘Use Image’ option.
  3. Locate the image file from your local disk using the browse button. Hit the Update button to upload the image to the Silkfair server. A preview of the banner image can be seen below the browse button.
  4. Once you are satisfied with the changes, click on the Save button.

Store Banner Are there any restrictions on the file type and size of the shop banner?

  • Recommended File Type – GIF / JPG / PNG
  • Maximum File Size – 2 MB
  • Maximum Dimensions (Length and Breadth) – 775 pixels Width x 300 pixels Height

How can I customize my shop?
Section A – (For Market and Custom Shops) You can find a number of options that allow you to customize your overall shop using theCustomize Storesection in the Profile page. To access the Profile page, go to My Store > Manage My Store. The following options are listed in the in this section. Make sure to enter the details and click on the Save button.

  • Store Home– This basically describes how you wish to list your inventory in your shop. To feature some of the items in your store, click Items List + Featured Items. If you do not want to feature some of your items, click Items List.
    Note : Silkfair randomly displays selected items in its homepage and your store homepage; this is known as Featured Items. You can specify what items are to be in this list using the Product page. For details refer to question, How do I include an item in the Featured item list?
  • Store URL (Web Address)– You have the option of using the default URL (web address) or a custom URL. The following options are available:
    • Use Silkfair address – This means the default web address will be applied to your shop. It is in the format .silkfair.com. Example – http://.silkfair.com
    • Also use my own domain name* – enabling this option will allow you to have your own web address, in addition to the default Silkfair URL (web address). Example –http://www.mystore.co.uk. There are certain instructions that you need to follow when setting up your own URL.
      *Available only for Custom shop subscription type
  • Publicly Display Stats– By default, the store’s items views and sales stats are hidden to the public but remain visible to you (the seller) when you are logged in. You can show them publicly by enabling the listed option(s) in your shop profile.
  • Store Tabs– This allows you to have special tabs on your store location to display new items / most popular items or both. Click on all the options that apply as per your need.
    Note : The option, ‘Powerbuy items’ are reserved for future use. Hence, it’s currently unavailable.
  • HTML Meta Tags– These are special tags aimed at receiving a top ranking in search engine such as Google. This is not to be confused with Tags or Materials. Refer to the question,What is Meta Tags? How can I set it up in my Silkfair store? for more details.

Section B – For Custom Shops only If you choose the Custom shop subscription type you there are several settings that you can modify including:

  • Dash Board– This tab contains some important administrative functions including suspending (freezing) your website until the design is complete, Custom domain and taking backups of your web design.
  • Settings– This tab allows you to edit the number of item(s) displayed per page, Google Analytics, logo, store banner and background image.
  • Select Design– There are several templates to choose from make your selection using this tab.
  • Fonts and colors– Customize the font(s) and colors applied to your website using this tab.
  • Edit HTML– Use this tab if you wish to make any advanced type changes to the chosen template. It’s strongly advised that you alter the HTML code only if you are an advanced user.
  • File Management– This tab allows you to add any additional banner/logo files and even additional HTML pages.

Setup Custom Shop
All the options mentioned above are listed in the Custom Design tab. To access the Custom Design tab, go to My Store > Manage My Store and select the Custom Design tab. Thereafter you can select the required tab to make the change(s).

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Customize a Custom Shop

I am currently re-designing my Custom shop website. Is there a way to suspend my store during modifications?
You can choose to temporally suspend (freeze) while you design your custom shop. Once you have made the design modifications /changes make sure to Publish the website. To temporarily suspend your custom shop:

  1. Login in to your Silkfair account. Go to My Account > Manage My Store and select the Custom Design tab. This displays the Custom Design Dashboard page.
  2. In the Custom Design Dashboard page, go to the Publication section and click on the Hold button.

To enable / make the website public:

  1. Go to the Publication section of the Custom Design tab and click on the Publish button.

suspend custom shop Notes:

  • When you choose the Hold option, the label appearing asPublicwill turnPrivatevice-versa.
  • You can also find the Hold / Publish options in subsequent pages appearing under the Custom Design tab.

I have currently suspended my Custom shop while it’s being redesigned. Will I lose out on any potential business?
When the Custom shop is in theHoldstatus, Silkfair members or guests visiting your store will be automatically re-directed to the Market shop version of your store. Hence, you will not lose out any business! How do I take a backup of my current Custom shop template?
The Backup option you will be able to store an offline copy of the template as well as make a backup. This is the recommended practice before you make any design modifications to your website. To download / make a backup of your Custom Shop template:

  1. Login in to your Silkfair account. Go to My Account > Manage My Store and select the Custom Design tab. This displays the Custom Design Dashboard page.
  2. In the Custom Design Dashboard page, go to the Store Template section and click on the Download Template button.
  3. This will then prompt you to select a location in your local computer. Once you have made the selection, click on Save button.

Download custom shop template Can I change my existing Custom shop design template?

You can switch between any custom design template at any time, even after you have had the store up and running for a while. However, it’s recommended that you take abackup of the existing custom design templatebefore following the steps outlined below.

To choose a different Custom shop template:

  1. Login in to your Silkfair account. Go to My Account > Manage My Store and click on the Select Design tab. This displays the Custom Design – Select Design Setup page.
  2. In the Custom Design – Select Design Setup page, go to the Select New Design section, select the new design and click on the Save Design button.

Tip: You can preview your new design by clicking on the View My Store button located next to the Save Design button.

Select design

Can I delete an existing Custom shop template?
You can delete the existing Custom shop template at any time. To delete the existing Custom Shop template / design:

  1. Login in to your Silkfair account. Go to My Account > Manage My Store and select the Custom Design tab. This displays the Custom Design Dashboard page.
  2. In the Custom Design Dashboard page, go to the Store Template section and click on the Use Default Design button.
  3. You will then be prompted with a confirmation message. Click on the Ok button to proceed.

Delete custom template What happens when I delete the existing Custom shop template?
Deleting the existing Custom shop template will cause to revert to the default market shop and you will then be required to re-select a new template from the Select Design page. However, if you are looking at reverting to an old Custom shop template (along with your own customizations), it needs to done by uploading the backup file. How do I upload a Template Design / Backup file?
To upload template design / backup template file:

  1. Login in to your Silkfair account. Go to My Account > Manage My Store and select the Custom Design tab. This displays the Custom Design Dashboard page.
  2. In the Custom Design Dashboard page, scroll down to the Store Template section. Here you will find the Upload a Template Design text box.
  3. Click on the Browse button, locate the file from your local computer and click on the Update button.

If the upload is successful, you will be notified via a confirmation message.
Upload custom shop template Can I edit the font(s) and colors in my Custom shop?
The easiest way to edit font(s) and color(s) of your Custom shop is to use the available Fonts and Colors WYSIWIG editor. You can also edit these parameters using the Edit HTML editor. However, it’s recommended that you attempt the latter only if you are competent with HTML and XML. To access the Fonts and Colors WYSIWIG editor, go to My Account > Manage My Store and select the Fonts and Colors tab. Can I edit the number of Item Listings appearing per page on my Custom shop?
To edit the number of item listings displayed per page, go to Go to My Account > Manage My Store and select the Settings tab. Scroll through the page and locate the Settings section. Here you will find the field, Items per page. Simply, click on text box to amend the current value and click on Ok button.
Edit number of items displayed Can I upload any additional file(s) to my Custom shop website?
You can upload different file types including HTML page(s), image(s) (banners, Logo background files), PDF document(s) and more using the Custom Design – File Management page. This page has two dedicated sections:
Store Pages – Use this section if you wish to have independent HTML pages other than the ones generated by the Silkfair system. Once you have uploaded the HTML page, the relevant URL (web address) also appears right next to it. For an example, you might want to have a HTML page that has links to download sample PDF documents. Note: The Store Pages section allows you to upload HTML files only. Store Files– Use this section to upload any files including image(s)/PDF/MS-Word documents or HTML pages. You can also organize the different files into different ‘Folders’ using a Label. To access the Custom Design – File Management page, go to My Account > Manage My Store and select the File Management tab.

How do I create labels (folders) when uploading document(s)/ image(s)?
Using labels (folders), you can organize the Store Files section in a more orderly manner. This is a two step process as outlined below.

Step 1 – Create your label(s)
To create a label, go to My Account > Manage My Store and select the File Management tab. Scroll down to the Store Labels section. Enter the required name in the Add/Edit Label field and click on the Save button.
Create store lable

Step 2 – Select label from list
Go to the Store Files section and click on the Label field corresponding to the file you wish to categorize under the label. This displays a drop down. Select the desired Label from the drop down and click on the Ok button. It’s advisable that you create all the labels you need first and then make your selection(s) as you upload your file.

Note : The Label column is directly editable. Hence, it’s highlighted in yellow when you move the mouse over.
Sort object to label

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Pricing Profile

What is Pricing Profile / Template?
A Pricing Profile / Template is a quick and easy way to setup pricing details (of your item(s) for sale) on your Silkfair website. We have facilitated both choices of creating template(s) or simply adding the price of the listing one-by-one. What are the advantages of creating a Pricing Profile/Template?Listed below are some of the potential advantages:

  • Once a Pricing Template is created, you can simply re-use it when creating item listings. Thus, the hassle of re-entering data will be saved!
  • You have items which belong to a single group but slightly vary due to a change in a single property such as size, color, length, width or any other custom attribute determined. Example: Let’s assume that you are selling mailing labels. You have 3 different types for sale. Each of these mailing labels are identical except in size. They come in different sizes small, medium and large and are sold at different prices. You can use the Pricing Profile feature to enter this data and save the hassle of creating 3 duplicated item listings (one for each size, i.e.: small, medium and large).

A sample image is shown below to illustrate the above example:
Pricing Profile How do I setup a Pricing Profile/Template?
A Pricing Profile/Template can be setup using the shop profile page. You can add as many templates as you wish depending on the need. To setup a Price Profile/Template:

  1. Login to your Silkfair account and go to My Store > Manage My Store and load the Profile page.
  2. In the Profile page, scroll down and locate the Pricing Profile section.
  3. To start creating a Pricing Profile, click on the ‘+’ sign to the left of Pricing Template to expand the section and displays all the associated fields.
  4. Specify a suitable name for the profile in the Pricing Template field. You can also specify a description associated to the template in the Description field (this is for your own reference and not be displayed to members/guests).
  5. Enter the price, quantity, attributes and descriptions in the relevant fields.
    Note : The price field is associated with the fields, Quantity, Attributes and Description. You may add/remove any amount of these fields as per your requirement.’ Use the add/remove link located near the Price/Description field.
  6. Click on the Save button to save the changes.
  7. To add more price template(s), click on the Add button (located on the top) and repeat steps 3 to 7.

A sample image is shown below for your reference:
Pricing Profile explained I have a large number of listings for which Pricing Profiles/Templates need to be created! Does Silkfair provision this?A bulk import feature located at the top right side of the Pricing Profile section is the answer to your problem. To import a price profile(s):

  1. Create a file and save it in the CSV file format.
  2. Login to your Silkfair account and go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Pricing Profile section.
  3. Click on the Browse button and locate CSV file which you just created.
  4. Click on the Import button. If the import is successful the details of the file are displayed in the Pricing Profile section.

Import-Export CSV file
See Also :How do I create a CSV data file? How do I create a default Pricing Profile/Template?
Login to your Silkfair account and go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Pricing Profile section. Select the desired template and click on the Set as Default link corresponding it. Once you have created a default template, it will then be the default Pricing Profile/Template for all item(s) entered into your item listing. I have created a Price Profile/Template what’s next?
Once you have created the required Price Profile(s)/Template(s), you can simply select the template from the Price Options section when creating the item listing. This will save time having to re-enter the similar data multiple number of times. To add an item, go to My Store > Add an Item. This displays the Add an Item page which you can use to add details of the item. Note: You can skip this process if you have selected a template to be default.
Add Price Profile template to item listing Can I add price details directly to the item listing without the use of a price template/profile?
Silkfair has given you the flexibility of adding Price details to listings on per item basis. This is useful if you have not created Pricing Profile/Template or even if you have an exceptional situation outside the template. To add price details for an individual item listing:

  1. Login to your Silkfair account. Go to My Store > Add an Item. This displays the Add an Item page.
  2. In the Add an Item page, scroll down to the About your Item section where you will find the Price related fields categorized under the Price Options label.
  3. Enter the Price, Quantity, Attributes and Description in the relevant fields.
    Note : The Price field is associated with the fields, Quantity, Attributes and Description. You may add/remove any amount of these fields as per your requirement.’ Use the add/remove link located near the Price/Description field.
  4. Press Save button to save the changes.

Note: The above steps highlight only those pertaining to Price Options. You are required to enter all other details as requested to complete the item’s details. Please refer to theItem Listing Section 1 – Adding an Itemfor further details. A sample image is shown below for your reference:
Pricing Profile in Add Item page

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Tax Profile

What is a Sales Tax template?
The Sales Tax template is a quick and easy way to pre-save sales tax related information into your Silkfair store without having the need to re-enter them for each item that you add to your item listing. Furthermore, we have facilitated both methods of creating Sales Tax template(s) or adding Sales tax information individually for each item. How do I create a Sales Tax template?
You can create one or more Sale Tax profiles using the Store Profile page. To create a Sales Tax template in your shop:

  1. Login to your Silkfair account. Go to My Store > Manage My Store and load the Profile page.
  2. In the Profile page, scroll down and locate the Sales Tax section.
  3. To start creating a Sales Tax Profile, click on the ‘+’ sign to the left of Sales Tax Template to expand the section and displays all the associated fields.
  4. Give a suitable name your tax profile, in the Sales Tax Template field.Example: If you live in Missouri you can call your tax profile Missouri Tax.
  5. Next in the Sales Tax Options field, click on the drop down menu and select/enter the state/country sale tax that applies. Simultaneously enter the Sales Tax percentage and any Notes if applicable.
    Note : When entering the sales tax percentage, enter only the amount leaving out the ‘%’ sign. Example – 2% percent sales tax is to be entered as 2 or 2.0.
  6. If you have further Sales Tax(s) applicable to the same template, click on the add tax link and repeat step 5.
  7. Save your entry by clicking on the Save button. If you wish to add a new Sales Tax Profile click on the Add button located on the top.

A sample image is shown for your reference:
Sales tax template I have multiple sales tax templates; can I import these directly into Silkfair?
The Sales Tax Profile section has an integrated import/export facility that allows you to import a CSV file directly into your shop profile. To import a sales tax template:

  1. Create a file and save it in the CSV file format.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Sales Tax section.
  3. Click on the Browse button and locate CSV file which you just created.
  4. Finally, click on the Import button. If the import is successful the details contained in the file is displayed in the Sales Tax section.

Import-Export CSV file
See Also
:How do I create a CSV data file? Can I make a particular Sales Tax Profile default for my shop?
Yes absolutely! Go to My Store > Manage My Store and load the Profile page. Once in the Profile page, scroll down and locate the Sales Tax section. From the listed Sales Tax template(s), select the desired one and click on theSet as Defaultlink. This will then be the default sales tax profile for all item(s) entered into your item listing. I have created a Sales Tax template, what’s next?
Once you have created the required Sales Tax Template(s), you can simply select the template from the Tax Template section when creating the item listing. This will save time having to re-enter the similar data multiple number of times. To add an item, go to My Store > Add an Item. This displays the Add an Item page which you can use to add details of the item. Note: You can skip this process if you have selected a template to be default.
Sales tax in item page

Can I add Sales Tax details directly to the item listing without creating a template?
Silkfair has given you the flexibility of adding Sales Tax related details to listings on per item basis. This is useful if you have not created Sales Tax Template or even if you have an exceptional situation outside the template(s).

To add Sales Tax related information directly to the item listing:

  1. Login to your Silkfair account. Go to My Store > Add an Item. This displays the Add an Item page.
  2. In the Add an Item page, scroll down to the About your Item section where you will find the Sales Tax related fields categorized under the Tax Templates label.
  3. Click on the drop down menu and select/enter the state/country sale tax that applies. Simultaneously enter the Sales Tax percentage and any Notes if applicable.
    Note : When entering the sales tax percentage, enter only the amount leaving out the ‘%’ sign. Example – 2% percent sales tax is to be entered as 2 or 2.0.
  4. If you have further Sales Tax(s) applicable to the same template, then click on the add tax link and repeat step 5.
  5. Save your entry by clicking on the Save button.

Note: The above steps highlight only those pertaining to Sales Tax. You are required to enter all other details as requested to complete the item’s details. Please refer to the Item Listing Section 1 – Adding an Item for further details. A sample image is shown below for your convenience:
Sales tax
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Returns and Refunds

How do I setup a common return/refund policy in my Silkfair shop?
To setup a return and refund policy template for the store, go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Return and Refund Policy section. Enter the requested details in the correct places and click on the Save button.

Note: Using the above method, you can setup a common return and refund policy and will be the default for all your item listings in the shop. However, for any given item you can override this by editing the text appearing on the Add Item page when you add a new item.

How do I specify return/refund policy for a single item?
Silkfair has given you the flexibility of adding return/refund policy related details to listings on per item basis. This is useful if you have not created a return/refund policy template or even if you have an exceptional situation outside the template(s).

To add return/refund policy related information directly to an item listing:

  1. Login to your Silkfair account. Go to My Store > Add an Item. This displays the Add an Item page.
  2. In the Add an Item page, scroll down to the Shipping/Payment section and make the necessary changes.
  3. Click on the Save button.

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Shipping

What is a Shipping Profile/Template?
The Shipping Profile / template is a quick and easy way to pre-save shipping related information into your Silkfair store without having the need to re-enter them for each item that you add to your item listing.

How can I setup a common Shipping Profile/Template?
You can create a single or multiple shipping profiles in Silkfair to cover the various shipping options offered. Example: Express shipping, Priority shipping, ground shipping, etc. You can also create shipping profiles based on the state/country where your merchandise is located to states and countries where you ship.

To create a shipping profile:

  1. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Shipping Options section.
  2. To start creating a Shipping Profile, click on the ‘+’ sign to the left of Shipping Profile Templateto expand the section and displays all the associated fields.
  3. Name your shipping profile using the Shipping Template field. Example USA Shipping.
  4. Next specify the Ship From and Ship To country / state, enter the shipping cost and a description if applicable. If you wish to add more criteria under the same template click on the relevant Add link(s).
  5. Save your entry by clicking on the Save button. If you have any additional templates, click on the Add button and repeat steps 2 to 4.

Note: Sellers who have PayPal Standard with pre-defined shipping ptions must determine whether to define shipping charges in Silkfair listings or use the shipping charges as defined in PayPal standard. A sample image is shown below.
Shipping Profile template

How do I bulk import shipping details to my store profile?
The Shipping Options section has an integrated import facility that allows you to import a CSV file directly into your shop profile.

To import a shipping profile CSV file:

  1. Create a file and save it in the CSV file format.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Shipping Options section.
  3. Click on the Browse button and locate CSV file which you just created.
  4. Finally, click on the Import button. If the import is successful the details contained in the file is displayed in the Shipping option section.

Import-Export CSV file
See Also
:How do I create a CSV data file?

I have certain conditions / policies regarding shipping that I need to specify. Where do I do that?
Any such criteria can be defined using the Shipping Instruction field. This is located in the Shipping Options section. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down to locate the Shipping Options section. Once you have entered the required text in the Shipping Instruction field, make sure to save changes by clicking on the Save button.

Can I set shipping options with my PayPal Standard payment method?
If you have shipping calculations set in PayPal Standard, you have the choice to either use the Shipping Charge from what is defined in your Silkfair listing, or use shipping charges defined in your PayPal Standard account.

Note : You can always define shipping charges using the Store Profile page and be used as the default.

To enable/disable shipping options defined with PayPal Standard Payment method) :

  1. Log in to your PayPal account.
    Note : Make sure to have My Account option Go to drop down selected when logging on to the PayPal website
  2. Click on the Profile option. This displays the Profile Summary page.
  3. In the Profile Summary page, locate and click on the Shipping calculations option (you can find this under the Selling Preferences column).’ This displays the Selling Calculations page.
  4. In the Shipping Calculations page, select the desired shipping method and click on the Edit button. This displays the relevant edit page.

In the Edit page:

  1. To enable Shipping options with PayPal, select Yes button appearing in the ‘Use the shipping fee in the transaction instead of my calculator’s settings’ field. Alternatively, to disable Shipping options with PayPal, select Yes button appearing in the ‘Use the shipping fee in the transaction instead of my calculator’s settings’ field.
  2. Click on the Save button and logout from the PayPal website.

Note: You are required to repeat steps 4 to 6 if you have multiple shipping options defined with PayPal. Click here to return to top of the page

Payment Methods

What Payment methods are available for customers at present?
Silkfair facilitates a range of different payment methods. These are broadly categorized into two groups namely Real-Time and Non Real-Time payment methods. You may opt to choose any one or more payment method for your Silkfair store. Tabled below are the various payment methods at a glance:

  • Real-Time payment methods
    Payments are received directly to your account without any delays. The most recommended and hassle free type of payment.
    Available methods – PayPal and Google Checkout
  • Non Real-Time payment methods
    These are mainly cash payments that can be accepted in different formats (see description). These are never real-time hence, receiving payments is slower. You should provide additional instructions to the buyer when opting to accept Non Real-Time payment methods.
    Avalable methods – Money Order, Cashier’s Check, Personal Check and Revolution MoneyExchange

Note: Extra care should be taken when processing orders using these payment methods. It is recommended you wait to ship the buyer’s purchase until the payment has cleared your bank account and you have allowed time for a recharge to your bank account in case of a fraudulent payment

How quickly do I need to setup payment method(s) in my store?
The earlier the better! It is mandatory that you setup a default payment method as the system will not allow you to creating any item listings in your Silkfair store.

How do I setup payment method(s) in my Silkfair store?
All the payment methods are listed in the Profile page. Simply go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Payment Option section where you can select the desired option(s) from the list. Remember to click on the Save button once you have completed.
Payment options

Are there any prerequisites/rules that I need to adhere when setting up the payment methods?
Yes there are several for each payment type. Tabled below are the prerequisites / rules and the relevant steps on how to set each method in a nutshell. Please see below.

PayPal

  1. Signup for a PayPal account.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the PayPal section. Enter the requested particulars including the Solution (account type) and your PayPal Email ID (in the email address field) as applicable. Click on the Save button.
  3. Next scroll down to the Payment Option section and enable the PayPal option and click Save.

Google Checkout

  1. Signup for a Google Checkout account.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Google Checkout section. Enter the requested details including the Merchant ID and Merchant Key in the relevant fields and click on Save.
  3. Next scroll down to the Payment Option section and enable the Google Checkout option and click on the Save button.

Money Order, Cashier’s Check, Personal Check’ and Revolution Money Exchange

  1. There is no need to sign up for any accounts*. Simply go to My Store > Manage My Store and load the Profile page.
  2. In the Profile page, scroll down and locate the Payment Option section and make your selection of the aforesaid payment method(s) and enter the Payment Instruction in the field for the selected payment method(s).
    Note : It is recommended that you enter a detail description to give buyers clear instructions.
  3. Click on the Save button.

*Although Revolution MoneyExchange is categorized as a Non Real-Time payment method you are required to sign up for an account if you are to receive payment(s) from buyer(s). More details can be obtained from their website,www.revolutionmoneyexchange.com

How do I open a PayPal account?
PayPal is a real-time authorization payment method supported by Silkfair. Receiving payments is fast, easy and secure. To register for a PayPal account, visit their website,www.paypal.com.

Note : It is strongly recommended that you choose a Business or Premier account over the Personal PayPal account. PayPal has imposed various limitations on the Personal account including a limit on how much funds you can receive per month. Please visit thePayPalwebsite for details.

What is Solution (account type) in PayPal?

If you look at the PayPal section in the Profile page, you will notice that there are three PayPal solutions (account types) offered by Silkfair. These are different from each other. The following is a detail description about each method.

PayPal solution options

Solution Description Minimum prerequisite(s) Further Information
Email Simplest form of PayPal payment in your Silkfair store. All instructions for payment and invoicing needs to be done directly sent to the buyer via email (by yourself). No Silkfair intervening what-so-ever. Signup for a PayPal Personal* account

*It’s recommended that you sign up for a Business or Premier PayPal account

PayPal Email Payments
(The link will take you to the PayPal website)
Standard When enabled, buyers will be automatically redirected to the PayPal website for making payments. You don’t need to provide any payment instructions via email. You can also setup a shipping calculator with PayPal. Signup for a PayPal Personal* account

*It’s recommended that you sign up for a Business or Premier PayPal account

PayPal Standard Payments
(The link will take you to the PayPal website)
Express More payment processing capabilities within orders when receiving funds refunding a buyer and canceling an order. Buyers will be redirected automatically to the PayPal website when making payments and you don’t need to provide any instructions via email. You can also setup a shipping calculator with PayPal. Signup for a Business or’ Premier account PayPal Express Checkout Payments
(The link will take you to the PayPal website)

How do I setup PayPal Email payment method in my Silkfair store?
To enable PayPal Email payments in your Silkfair Store:

  1. Sign up for a PayPal account.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the PayPal section.
  3. SelectEmailfrom the Solution drop down and click on the Save button.

Note: You will need to send instructions to the buyer whenever a purchase is made.

How do I setup PayPal Standard payment method in my Silkfair store?
To enable PayPal Email payments in your Silkfair Store:

  1. Sign up for a PayPal account.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the PayPal section.
  3. SelectStandardfrom the Solution drop down.
  4. Enter your PayPal Email ID in the Email field
  5. Click on the Save button.

How do I setup PayPal Express Checkout payment method in my Silkfair store?
Setting this up is slightly different from the previous two PayPal solutions. Steps 1 to 7 (see Part A) need to be done in the PayPal website, while Step 8 to 12 (See Part B) need to be carried out in the Silkfair website.

To enable PayPal Email payments in your Silkfair Store:

Part A – Insert API Code to PayPal Express account

  1. Sign up for a PayPal Business or Premier account and login to the PayPal website
    Note : Make sure to have My Account option Go to drop down selected when logging on to the PayPal website.
  2. Once logged in, click on the Profile option. This will then take you to the Profile Summary page where you will find the API Access link, click on this link. You will then be redirected to the API Access page.
  3. In the API Access page, you are required to click on the Grant API Permission link located under the Option 1 section. This will display the Give Third-Party API Permission page.
  4. In the Give Third-Party API Permission page, enter the text ‘paypal88_api1.silkfair.com’ in the API Account username field. Also make sure to enableExpress Checkoutin the Select your API Access level field.
  5. To save changes, click on the Submit button.
  6. You are then required to authorize the API information by clicking on the Authorize button.
  7. Once you have authorized the API, click on the Back to Summary link to return back to the main page. There are no further settings that need to be done! Please log out from your PayPal account before proceeding with the next steps.

Part B – Configure your Silkfair store

  1. Now login to your Silkfair account.
  2. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the PayPal section.
  3. SelectExpress Checkoutfrom the Solution drop down.
  4. Enter your PayPal Email ID in the Email field
  5. Click on the Save button.

How do I open a Google Checkout account?
Google Checkout is a real-time authorization payment method supported by Silkfair. Receiving payments is fast, easy and secure. However, it should be noted that the buyers also need to have a Google Checkout account if they opt to make payments. Please visit the Google Checkout website,checkout.google.com. You can also obtain more information about Google Checkout by reading theirhelp(the link(s) take you outside Silkfair).

Note : When signing up for a Google account, make sure to sign up for a Seller’s account. You cannot accept payment(s) with a Buyer’s account in Google.

How do I set up Google Checkout Payment method in my Silkfair store?
Setting up Google Checkout in your Silkfair store is a two step process. You need to perform steps 1 to 4 (see Part A) in the Silkfair website and steps 5 to 7 (see Part B) in Google.

To setup Google Checkout as a payment method:

Part A – Obtain Call Back URL from Silkfair

  1. Sign up for a Google Checkout account and obtain a Merchant ID and Merchant key.
  2. Log into your Silkfair account. Go to My Store > Manage My Store and load the Store Profile page. In the Profile page, scroll down and locate the Google Checkout section.
  3. Enter the Merchant ID and Merchant Key which you obtained from the Google Checkout page in the appropriate fields.
  4. This would then automatically they generate a Call Back URL. Please copy this URL (web link). Ensure that you save the changes by clicking on the Save button.

Part B – Paste Call Back URL to Google Checkout

  1. Now login to the Google Checkout website. Go to My Account > Checkout. This will then take you to the Inbox page. Next click on Settings tab > Integration, which will take you to the Integration Settings page.
    Note : If you login to your Google Checkout account for the very first time, you need to perform the My Account > Checkout step. Otherwise, simple select Settings > Integration.
  2. In the Integration Settings page, paste the Call Back URL obtained from Silkfair. Immediately you will also notice the additional fields Callback contents. Leave these as they are default settings.
  3. Click on the Save button and Sign out from Google Checkout.

* You need to perform Step 2 if you login to your Google Checkout account for the very first time. Otherwise simply proceed to Step 3.

How do I obtain the Google Checkout Merchant ID and Merchant Key?

Both the Google Merchant ID and Key are available in the Integration Settings page in the Google Checkout website. Login to your Google Checkout website, go to My Account > Checkout which will take you to the Inbox page. Thereafter, click on the Settings tab > Integration.

Google Checkout Merchant ID

I have successfully setup PayPal / Google Checkout payment methods, what’s next?
Although PayPal / Google Checkout settings have been setup in your Silkfair store, they need to be made the default payment methods. Go to My Store > Manage My Store. This displays the Store Profile page. In the Profile page, scroll down and locate the Payment Options section. Make sure the options Google Checkout / PayPal are selected (as appropriate). Once you have made the required changes click on the Save button.

Note : You can also make other non real-time payment methods such as Money Order, Personal Check enabled using the above method.
Payment Options

I have recently enabled new payment method(s) in my store; will this appear in the current item listing(s)?
If you change the available payment methods (in your Silkfair store) after you have listed items in your store, the new payment methods appears only in new listings created thereafter. As for the current / old item listing(s) you will need to remove and re-enter them.

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Item Listings (your inventory)

Section 1 – Create item listing(s)

What is item listing?
Item listing in other words is the inventory for sale in your Silkfair store. This section is dedicated to possible queries that may arise when dealing with inventory.

Does Silkfair charge its members for listing items?
There is no charge for listing or re-listing an item. However, you will be charged a 3% sales fee for each item sold. Refer to the question,

In what currency does the item listing appears in my website?
The default currency is US Dollars. However, this can be changed using the Currency drop down in the Add an Item page. Currently only US Dollars and Euro are available; more currencies will be added soon.

How long does it take for an item to appear in my store?
When items are added, they appear in your store within an hour. However, it may take up to 24 hours to appear on the results page when members perform a search on Silkfair.

How long does an item listing remain active?
This totally depends on how much time you have specified at the time of creating the item listing. By default it is valid for up to 120 days from the day it was initially listed. You can amend the default value using the Add an Item page. Simply go to Sell > List an Item and amend theDuration of Listingdrop down in the Add an Item page.

Is it possible to add item(s) and then activate them at a later date?
Yes this is possible! When adding items, by default they are active. Changing this toMake Inactivewill do the trick. This option is found in the Add an Item page. Go to Sell > List an Item to do this.

What if I have multiple sizes/variations of the same item? How do I add such item(s) to my shop listing?
You can create a price profile with various attributes such as size, color, length, width or any other custom attributes. You can create any number of price profiles in your Store profile. When you create your item listing, just simply select any price profile you have created earlier. See Also:How do I setup a Pricing Profile/Template?

How do I list an item (add inventory)?
Adding item(s) to your Silkfair shop is easy. Once you have signed up for a Seller account and setup Payment Method(s), your Shop Profile and the Order Processing method, you can then start adding inventory right away!

To list item(s) in your Silkfair store (add inventory):

  1. Go to Sell > List an Item and load the Add an Item page.
  2. In the Add an Item page, enter all product details as requested in the correct places.
  3. Finally, click on the Save button to save the entry into the database.

Note: To add more items / preview the item just added, click on the appropriate link that appears on the confirmation message appearing after you add the item listing to your store. Once an item has been successfully added to the database, you will receive an email (to the designated email address) confirming the addition of the item.

What information is requested when listing an item (adding an item)?
The Add an Item page is categorized into different sections as follows. Make sure you make use of each section wisely!

  • About your item (mandatory) – In this section, you will be requested to enter some vital information about the item available for sale. These include such as item name, item description, Category, Listing Date, Price, Shipping charges, Payment options, Sales Tax and more. It is mandatory that you fill these details correctly before moving on to the next section(s) in the Add an Item page.
  • About your item (optional) – This section requires you to enter details about your item such as tags, Meta tags, Material tags, Country of Origin etc. Although it is not mandatory that you enter this information, we highly recommend that you do so as it will help to improve your chances of item(s) appearing when a member or guest searches an item.
  • Shipping/Payment options – In this section you can specify any additional Shipping and Payment Instructions. Also the Return and Refund Policy of your Silkfair store.
  • Photo/Video uploads – Use this section to add images of the product. You can also add a video about your product.

The item category I require is not available within Silkfair. Can I create my own category?
We have made every effort to make all categories available for you within the Silkfair website. However, if you feel that a certain category of item is missing, you can then choose to create your own category using the Categories tab.

To access the Categories tab, go to My Store > Manage My Store and select the Categories tab.

Note : Any custom category created will only be applicable to your own store and will not appear within the Silkfair main website.

See Also :Custom Category

I have created a custom Category/sub Category. ‘How do I apply it to an item?
To apply the created custom Category, go to My Store > View Items. This displays the My Products page. Select the required item listing from the list and then click on the corresponding Store Category drop down to select the a custom Category.
Apply Custom Category to item listing

How do I add picture(s) to an item listing
Adding image(s) of your products is easy. Simply upload the original image and we’ll take care of all the resizing for you (including making the thumbnail).

To add picture(s) to an item listing:

  1. Go to Sell > List an Item and load the Add an Item page.
  2. In the Add an Item page, scroll down and locate the Photo/Video uploads section.
  3. Click on the photo icon and you will be prompted to select the image from your local disk. You can add up to 4 images in similar fashion.
  4. Finally, click on the Save button.

Are there any restrictions on the image(s) that I can upload?

  • Recommended File Type – GIF / JPG / PNG
  • Maximum File Size – 2 MB per image
  • Maximum Dimensions (Length and Breadth) – 640 pixels Width by 480 pixels Height

What is Primary color and Secondary color?
Primary and Secondary color (of an item) is another feature that allows customers to get a better idea about a product when browsing through the Product Detail page. The system automatically determines the primary and secondary color of an item when an image is uploaded into the Silkfair website. However, this can be customized as needed.

How can I upload video(s)?
It is as simple as uploading a picture. Every member is able to a maximum of two videos into each item listing. It could be a video about your store, your items and a demo or just about you!

To upload your video, go to Sell > List an Item and load the Add an Item page. In the Add Item page, scroll down to the Photo/Video section. Click on the Video icon, locate the video you want to upload and you are done!

What type of videos can I upload?
Most major file formats are accepted including .avi, .dv, .mpeg, .mpg, .mov, .wmv, .asf.

What kind of video quality will my videos be shown?
We will convert the video you upload and try to maintain the best quality possible. However, it may be possible that some noise or slight loss from original quality may occur due to the digital conversion that takes place.

Does Silkfair support importing of product listings in bulk?
Yes this is possible. Silkfair facilitates importing of product listing into your Silkfair store directly. The import function is located on the upper right corner of themy productspage. You can import the following files into the system:

  • A CSV data file
  • eBay item listings

How do I import a CSV data file?

To import product listing into your Silkfair shop:

  1. Create a file and save it in the CSV file format. If you are planning to upload images, you need to bundle both images and CSV file into a single ZIP file.
  2. Go to My Store > View Items. This would then display the my products page.
  3. In the my products page, click on the Browse button and locate ZIP/CSV file which you just created and then click on the Import button. The import process will take place in the background and you will be notified via a confirmation message. Click on the Ok button to return back to the Silkfair website.
  4. If the import is successful the details contained in the file is displayed in the Item Listing section.

Import a bulk item listings
See Also:
How do I create a CSV data file?
How do I import images into the product listing?
CSV file Action code guide

How do I know if all item(s) in my CSV file was imported correctly?
When the product import process is complete, you will receive a report to your designated email address. Any items that have errors will be skipped over and are indicated in this report. You will need to update / fix that particular record in order to get that listing added/ updated.

Note : The generated product report is applicable for items imported from CSV/ZIP file and eBay listings.
Bulk import report

How do I import images into the product listing?
There are two methods in which you can do this. Please note that in both instances you must create a CSV file. Both methods are described below.

Method 1 – Using a ZIP file
This is useful if you have a small number of images. However, the maximum file size allowed per upload is 100MB. You need to bundle the CSV file along with images and create the ZIP file. The following rules apply:

  • Maximum file size 100MB. However, you can have multiple ZIP files of 100MB each and should be uploaded one at a time.
  • Images in the ZIP file must not be stored in any folders or sub-folders.
  • Image file names can only contain alphanumeric and underscore “_” characters. ‘Blank spaces or any symbols other than “.” (period) denoting file extension will not be accepted by the system.

Method 2 – Images hosted on a web server
This is the preferred method if you have a large quantity of images. No ZIP file is required instead you will need to specify a public location from where the images can be retrieved in the CSV file. For this purpose the fields Image1, Image2, Image3 and Image4 have been reserved in the CSV file.The following rules apply:

  • In the fields Image1, Image2, Image3 and Image4, it is mandatory that you specify the complete URL (web address) of the server where your images are stored. Example: http://www.myserver_with_images.com/image1.jpg.
  • All image file names and URL are case-sensitive, so you must have the exact same name noted inside the CSV file.

How do I import a video into the product listing?
This feature is not currently available. Silkfair is working on this and will be available soon!

How do I import item listings from my eBay account?
This feature is a new addition to Silkfair. Owners of online stores at eBay can directly import their product listing into their Silkfair shop. The eBay import facility can be found in the my products page right under the bulk import function in the page.

More information can be obtained by reading the section:Help for eBay users.

How do I include an item in the Featured item list?
This is a two step process as outlined below:
Step 1 – Activate Featured Item option

  1. Go to My Store > Manage My Store and load the Profile page. In the Profile page, scroll down and locate the Shop Profile section.
  2. Make sure to select the Item List + Featured Item list option. Click on the Save button.

Step 2 – Select item(s) in Product page:
Once you have made the above change (as in Step 1), the option, the ‘Featured’ option appears along with the item listing(s) in the My Products page. Simply click on the star icon to enable / disable it (see sample image below).
Featured items

How do I preview an item listing once I have added all the details?
Regardless of how you have added the item listings (bulk import from CSV file/eBay or item-by-item), you can preview each single item using the My Products page. The my product page displays all items that you have added to your item listing regardless of their status (activate, deactivate or expired). Simply browse through the list and click on the desired item to preview it.

To access the My Products page, go to My Store > View Items and the My Products page is displayed.

Tip : If you are adding item-by-item to your shop (not using the bulk methods), after you save each item you will see a notification message. You can use the links on this message to preview the item you just added

Can I list /de-list /delete an item after it has been setup in my store?
You can list (activate)/ de-list (deactivate) or delete an item at any given time using the options in the my products page.

To list (activate)/de-list (deactivate) an item:

  1. Login to your Silkfair account. Go to My Store > View Items.’This displays the my products page.
  2. In the my products page, select all items that you wish to list (activate) and click on the Activate button.
  3. Similarly, do the same for item you wish to de-list(deactivate) and make sure to click on the Deactivate button.

Note: Once you have listed (activated)/de-listed (deactivated) you can double check the status of the item by referring to the Status column for the given item. To delete an item:
You can delete item listings in bulk or individually. Both facilities have been provided for you. Described below are both these steps.

  1. Login to your Silkfair account. Go to My Store > View Items. This displays the my products page.
  2. In the my products page, select all items that you wish to delete and click on the Delete button.
  3. Alternatively, locate the item you wish to delete and click on the corresponding Delete button.

Note: Once you have successfully deleted item listing(s) from your shop. You will receive an email notification to your designated email address.

Can I undo a deleted item listing(s)?
Yes you can restore a deleted item. Use the filter toolbar found on top of the my products page to do this.

To restore deleted item listing(s):

  1. Login to your Silkfair account. Go to My Store > View Items. This displays the my products page.
  2. In the my products page, go to the Filter toolbar and select theShow Deleted Productsoption from the drop down and click on the Filter button.
  3. Any results found will the n be displayed in the product listings area. Select all items that apply and click on the Purge deleted items button if you wish to restore item listings in bulk.
  4. Alternatively, you can also restore a single item listing by simply selecting the required item listing button and clicking on the corresponding Undelete button.

Filter toolbar

How do I activate an expired item listing?
For item listing(s) that are expired, the activation process needs to be done item-by-item.

To activate an expired item listing:

  1. Login to your Silkfair account. Go to My Store > View Items. This displays the my products page.
  2. In the my products page, click on the item you wish to activate. You will then be redirected to the Product Detail page.
  3. Locate the Listing info section and click on the This product listing has expired field to create a new expiry date.
    Note : Sections in the Product Detail page are editable (all fields, including images and video). Moving your mouse (or any other pointing device) will highlight the text in yellow to show the field is editable (as seen in the image).
  4. Once you have made the change click on the Save button and will be available in your store for sale.

Note: Please do not confuse this process with the Activate (listing)/ Deactivate (de-listing) buttons. Although the Activate and Deactivate buttons can list / remove items from the shop, it cannot re-activate item listings that are expired. Instead you are required to follow the above steps to re-activate an expired item listing.
Edit an Item Listing

How do I duplicate (copy) an item listing?
You can make a copy (duplicate) of any listing available in your shop for backup purpose or simply to reduce the efforts required in making new listings. This function is labeled as Copy and is located opposite each item listing in the my products page. To copy an item listing, click on the item’s corresponding Copy button and a copy of the listing will be automatically generated and opened for editing.

You can access the my products page, by going to My Store > View Items.

Notes :

  • The copied version of the listing will have a listing title of “copy of” which should be edited. Images and videos within the original listing are duplicated for the copied listing.
  • The copy feature is ideal for creating a listing template. Once the listing template is created it can remain hidden / inactive. Using this template, you can create item listings easily!

How do I edit an item listing?
Editing an item listing is easy. You can edit an item listing individually. Alternatively you can bulk edit your item listings. Described below is how to edit an individual item listing. To edit an item listing (edit mode):

  1. Login to your Silkfair account. Go to My Store > View Items. This displays the my products page.
  2. In the my products page, click on the item you wish to edit. You will then be redirected to the Product Detail page.
  3. All fields that are editable (in the Product Detail page) are highlighted in yellow when you move the mouse over. Hence, move the mouse to the required area and edit the field as required. All changes are then automatically saved into the system.

Note: A demo on how to edit your item listing is also available from our website. Clickhereto view this demo. See Also:Can I edit item listings in bulk?

How can I edit the primary/secondary color of an item?
You can overwrite the primary/secondary color determined by clicking on the color wheel present in the bottom of the first/ thumbnail image. When you click on the color wheel, the primary and secondary colors selected by the system appears in two boxes (as seen in the image below). If you wish to change the color simply, click on the desired box and then this display a color swatch from which you can choose the desired color.

In order to change the Primary/Secondary color of an item, you must be in the edit mode. Login to your Silkfair account and then go to My Store > View Items.’ When in the my products page, select the required item you wish to edit and click on it. You will then be redirected to the Product Detail page using which you can edit the Photo, Primary/Secondary Color and other characteristics of the item.
Edit Primary and Secondary color

Can I edit item listings in bulk?
Yes this is possible with Silkfair. There are two ways in which you can do this. Both methods are described below.

Method 1 – Using the Bulk Edit Feature
Using this method you are only allowed to edit the characteristics common to the selected item(s) such as tags about your item, price options, shipping profiles, tax profiles, return policy and payment options.

To edit item listing(s) in bulk:

  1. Login to your Silkfair account. Go to My Store > View Items. This displays the my products page.
  2. In the my products page, select all the item(s) you wish to edit (bulk edit) and click on the Bulk Editing button. This will then redirect you to the Bulk Editing tool.
  3. In the Bulk Editing tool, edit the required field(s) and click on the Continue button to save the changes.
  4. The bulk editing process will take place in the background and you will be notified via a confirmation message. Click on the Ok button to return back to the Silkfair website.

A bulk edit report is sent to your designated email address. Any items that have errors will be skipped over and are indicated in this report. You will need to update / fix that particular record in order to get that listing added/ updated. Method 2 – Using the CSV/ZIP import file
Just as you use the CSV/ZIP import file to add new listing(s) to your Silkfair shop, you can also use the same file to edit or delete particulars of the listings. This includes details such as item particulars (tags, manufacture etc), shipping, payment, refund policies and even images. The trick lies in theActionfield. Take a look at the CSV file, the third column isAction.Inserting specific commands to the Action column will instruct the system as what needs to be done with the record when it needs to be processed. Tabled below are the codes.

Required Action Code that should be present in the “Action” field Associated task
Modify listing and add new images CHANGE Edit the required field(s) and place the new image file name / URL in the Image column(s)
Modify listing and delete images CHANGE Edit the required fields and place the text ‘DELETE’ in the Image column(s) that you wish to be deleted
Modify listing and leave existing images alone CHANGE Edit the required field(s) and leave the image field(s) blank
Add a new listing and image ADD Create a new entry in the file and place new image file name / URL of the image in Image column(s)
Delete listing and associated image REMOVE No need of making any changes, only place the text ‘DELETE’ in the image column(s).

Once you have made changes to the CSV file, you are required to bundle the images (if required) and then upload them to the Silkfair website.

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eBay Listings

How do I setup my eBay account information with Silkfair?
Setting up your eBay account information is easy and can be done using the Account Profile section.

To setup your eBay account:

  1. Logon to your Silkfair account, go to my account > my account page. This displays the Profile page.
  2. In the Profile page, scroll down to the my eBay information section. Click on the required edit button and enter the eBay ID as appropriate.
  3. Once you have made the change, click on the Save button.

Note: Once you click on the Save button, you will be automatically redirected to the eBay website accordingly. When in the website, you will be required to complete certain authentication procedures as requested. Once these formalities are complete, you will then be redirected back to the Silkfair website.

How do I import eBay listings directly into my Silkfair store?
This is a quick and easy process. Before you start the import process, make sure to:

  • Setup your eBay ID with your Silkfair store
  • Set default payment, shipping and tax profiles set in your store.
    Note : If you are importing item listings from eBay and have Revolution MoneyExchange payment option enabled, you will have to temporally disable it until the import process is complete.

To import item listings from eBay :

  1. Go to My Store > View Items and this displays the my products page.
  2. In the my products page, locate the Import items from eBay button (located on the top right of the page) and click on it. This will then start the import process.
  3. During the import process, you will be prompted for the following:
    • The default duration for listings i.e.: 20 days, 30 days
    • Listings to active (list) or inactive (de-list). By default all imported eBay listings are active
    • Category and sub-category the listings will be categorized into
  4. Once the process is complete, an email notification will be sent to your designated email address.

Notes:

  • Once the import process is complete you may choose to either individually activate/deactivate them as desired.
  • Any image(s)/video(s) associated with the item(s) will also be imported directly to Silkfair. You can amend them as desired.
  • Once the import is successful, the item listings appearing on your Silkfair and eBay shops will be mapped (linked) with each other. Hence, any updates done in the eBay shop will be automatically reflected in the Silkfair store. However, you must ensure to perform the import process on a regular basis to ensure inventory details on the Silkfair store are also kept up-to-date.

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Order Processing

What order processing method(s) are available?
Our goal is to make setting up and managing your shop easy to do, easy to understand and fast. In this spirit the following order processing options have been included in the store profile (see the list below). It is mandatory that you select the option you need as per your requirement.

  • Buy Now/Pay Now (this is already selected by default)
  • Pre-Approval of all purchases
  • Pre-Approval of only certain purchases

A brief description of each order processing method is described below:

Buy Now / Pay Now This is the easiest and hassle free method by which orders placed will be processed. Items purchased are paid up front; hence, receiving payment is faster. We believe this increases your sales, as buyers don’t have to wait for approval of their purchase.
Pre-Approval of all purchases These option(s) is in place to help you to control your sale of certain items or all of the items in your shop. Please note that when either option is selected you have to accept or decline the order to complete the buying process. This will make the order processing slower and there maybe delays in receiving payment.
Pre-Approval of only certain purchases

How do I enable the order processing methods in my shop profile?
The order processing option(s) are available in the store’s Profile page. Login to your Silkfair account and go to My Store > Manage My Store. Scroll down to the Order Processing section where you will find the options:

  • Buy Now/Pay Now
  • Pre-Approve all purchases
  • Pre-Approve of only certain purchases

Select the required option as required.

I have selected the option pre-approve only certain purchasesin my shop profile, where do I specify the pre-approve items?
Once you have specified the pre-approve only certain purchases option, the system will automatically create thePre-Approvecolumn the my products page. Simply click on the star icon to enable/disable the pre-approve option (see sample image).You can access the my products page from the top menu by selecting the options My Store > View Items.
Pre-Approve of item listings

A customer has placed an order, what happens next?
When a customer places an order, the order will remain with the status ‘Open’ implying that you need to take some action. The options available include:

  • Contact the buyer– You can keep the order in the Open status and get in touch with the buyer via email. You may specify any additional payment instructions or simply respond back to note the customer left.
  • Accept / Decline order– Depending on the store’s order processing method (i.e.: Buy now/Pay now, Pre-Approve all items, Pre-Approve only certain items) and the Payment Method (Real-time/Non Real-time) you may see both options in the same button (see sample image).
  • Close order– You are required to close the order once you have successfully received payment and shipped the order to the customer. It is also recommended that leave feedback to the customer and in return request the customer to leave feedback for you (as a seller) to achieve better ratings. Please refer to the Feedback section for more details.

You can view the above option(s) by visiting the Orders page and clicking on the desired order from the Pending category. To access the Orders page, go to My Store > Show Orders. The above options as seen in the Silkfair system:
Order Processing
The sequence of events for each order processing method is described using a flow chart.
Order Processing Flow Diagram

When should I ‘close’ an order?
There is no set time as to when you should close the order during the order processing cycle. However, it’s recommended that you wait until you receive confirmation from the buyer that he/she has received the item and is happy with the transaction.

How do I view the orders that are received from customer(s)?
To view all the Open (pending) orders go to My Store > Show Orders and this will automatically redirect you to the Orders tab where you can view Open (pending), closed (completed) and cancelled/rejected orders.

Notes :

  • Orders that need to processed (i.e.: with order status open) appear under the Pending category. Click on the Order Number to view details and process the order.
  • Orders received are displayed as per order number in ascending order. Hence, the latest order received may appear in the last page of Pending Orders section. Use the integrated search facility to search for an order.

How do I view details of an order?
Once you are in the Orders page, click on the any order number to view its details including communication history, status and feedback history of the buyer.

Do I need to manage the inventory manually?
The Silkfair system is designed to manage your inventory automatically. Hence, when items are sold (an order is generated) the quantity available of that item will be reduced by the number sold. However, you need to make sure that your stocks are kept up-to-date.

Note : When the inventory count drops to just one item, the system automatically hides the item from the item listing visible to customers. Hence, it is strongly recommended that you need to keep the stock up-to-date.

How do I process an order?
All new (open) orders appear in the Orders page and need to be processed individually.

To process an order:

  1. Go to My Store > Show Orders this will redirect you to the Orders Page.
  2. When in the Orders page select the required order from the Pending Orders list and click on it. This will then display the Order detail page.
  3. In the Order detail page, select the required option:
    • Contact Buyer– When you click on the option, the Contact Buyer window is displayed. Type in your message and click on the Send Message button to send an email to the buyer via the Silkfair messaging system.
      Note : This is particularly useful if you have selected one of the Pre-Approve options in your store as it allows you to directly communicate with the customer and provide any further instructions as required.
    • Accept / Decline order– Click on the Accept/Decline Order button to accept or reject the order placed by the customer. When you click on this button, the Accept / Decline window is displayed which allows you to enter an email message directly to customer outlining the details of the order / reason for declining the order.
      Note : Depending on the order processing method defined in your store and payment method selected by customer you may see both options in the same button.
    • Close Order– Click on this button when you have shipped the order. Clicking on this button will prompt a confirmation message. Click on the yes button to proceed.
  4. Enter feedback to the buyer once the transaction is complete and goods are shipped.

Order Processing

How do I process an order if I need to Pre-Approve the purchase/Pre-Approve all purchases?
If you have specified either option in your shop profile, then you need to accept the order placed. There may be instances you might want to provide any additional communication with the buyer. All this can be done via the Order Details page.

See Also :
How do I process an order?
A customer has placed an order, what happens next?

A customer has paid using a Non Real-Time payment method. How do I process this order?
If your shop supports Non Real-Time (offline) payment methods such as Money Order, Cashier’s Check etc, you will need to first receive the payment before the order can be processed. Hence, we have given the option for you to Accept/Decline the order which is available via the Order Details page.

See Also :
How do I process an order?
A customer has placed an order, what happens next?

Can I bulk process orders?
This facility is not currently available. We are working on this at the moment and will be available soon.

How do I refund / charge the customer additional amounts?
You can adjust the payment(s) made to any given order using the Add Credit / Charge link available in the Order Details page at any time. This can be used to provide a discount for a sale, adjust shipping charges or charge for additional buyer request.

To give the buyer a refund / charge the customer additional amounts:

  1. Go to My Store > View Orders. This displays the Orders page.
  2. In the Orders page, search the desired order from the Pending category and click on the order number. This then displays the relevant Order Detail page.
  3. In the Order Detail page, navigate to the Add Credit / Refund and click on it to activate the refund/credit addition fields.
  4. In the Explanation field, enter the reason (for the credit/additional charge).
  5. To provide a credit/refund: Enter the refund amount in the’ ‘XX’ format. (The minus sign, followed by the relevant value).
  6. To charge the customer additional amounts: Enter the additional amount in the given field.
  7. Once you have made the changes, click on the Save button.
  8. Repeat steps 4 to 7 if you wish to charge/refund the customer any further amounts.

Activate charge/refund field(s)
Activate additional charge / refund fields
Making a charge/refund
Making an additional charge/refund

I have applied a refund/credit/discount to the buyer, what happens next?
Once the credit is applied, the buyer will receive an email of the credit applied to their order along with the explanation for the credit. There is no need for the buyer to approve the received credit.

Note: The refund process is not automatic as Silkfair is not associated with the payment methods. You will need to credit the buyer’s account manually.

I have applied an additional charge to the buyer, what happens next?
Once the additional charge has been applied, the customer will receive an email regarding this. Since this an additional amount, the buyer needs to approve this transaction. If the buyer approves additional charge(s), as the seller, you will then be notified of this via email. Once you receive this email, you need to accept the order and then process it in the usual manner.
Alternatively, if the buyer declines the charges, you will again receive an email. You can either remove the additional charge or decline the entire order itself.
At this stage (i.e.: upon the receipt of the additional charge notification email), the buyer can also request for more details. In this event, please supply the requested information using the Contact Buyer button on top of the Order Details page.

The customer has returned the ordered goods, how do I provide a refund?
Currently, it is not possible to refund the buyer using the Silkfair system for closed / completed orders. It needs to be done manually.

How do I send a message (email) directly to the customer?
You can directly email the buyer using the Contact Buyer button located top of the Order Detail page. To access the Order Detail page, go to My Store > View Orders. This displays the Orders page. In the Orders page, search the desired order and click on the order number.

I need to maintain an offline copy of my orders, how can I do that?
All orders pending, cancelled or closed can be downloaded in PDF format using the PDF icon located in the Order Detail page. You can access the Order Detail page by going to My Store > View Orders. This displays the Orders page. In the Orders page, search the desired order and click on the order number.

Tip: You can also email the PDF document to a buyer upon request.
Download invoice in PDF

What if a buyer who wants to purchase item(s) from my store but has no transaction history / feedback?
If the buyer who needs to make a purchase an item from your store but has no previous transaction history / feedback, this means that it’s a new member or a member who has yet to fulfill a successful purchase / sale. In such an event, you may choose to decline the order if you feel the order is not genuine.

How do I view the order history for a particular customer?
The My Store Customers page lists details of all the buyers who have placed orders in your store, including closed, pending and declined/cancelled orders. Details of orders for a selected customer can be viewed by clicking on the ‘+’ button located next to the buyer’s Silkfair ID. Furthermore, if you do not wish to keep these details in file, simply click on the ‘remove’ link corresponding to the buyer’s Silkfair ID.
You can access the My Store Customers page by going to My Store > Manage My Store and clicking on the Customers tab.

Tips : Use the integrated search facility in the My Store Customers page to search details of a particular customer and the orders placed.
Customer Purchase History

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Custom Categories

What is a Custom Category?
We have made every effort to make all categories available for you within the Silkfair website. However, if you feel that a certain category of item is missing, you can then choose to create your own category using the Categories tab.

How do I create my own / custom Category?
You can create your own category using the Categories page.
To create your own Categories:

  1. Login to your Silkfair account. Go to My Store > Manage My Store and select the Categories tab. This displays the Categories page.
  2. In the Categories page, locate the link New Custom Category and click on it.
  3. Next, enter a suitable name in the Category Name field.
  4. Select a Parent Category from the drop down (if applicable).
  5. Click on the Save button.

Add a Custom Category

Can I add a sub Category to a custom Category?
You can create a sub category to any custom Category created.

To add a sub category (for a custom category):

  1. Login to your Silkfair account. Go to My Store > Manage My Store and select the Categories tab. This displays the Categories page.
  2. In the Categories page, locate the desired main custom category and click on the corresponding Add Subcategory link.
  3. Next, enter a suitable name in the Category Name field.
  4. Select a Parent Category from the drop down (if applicable).
  5. Click on the Save button.

I have created a custom Category/sub Category. How do I apply it to an item?
To apply the created custom Category, go to My Store > View Items. This displays the My Products page. Select the required item listing from the list and then click on the corresponding Store Category drop down to select the a custom Category.
Apply Custom Category

Can I rename / delete a custom Category?
To delete / rename a custom category, click on the corresponding remove or rename links respectively.

You can access the Categories page by going to My Store > Manage My Store and clicking on the Categories tab.

Note : When you are deleting a custom Category, you will be asked to confirm the action via a confirmation message. Click on the yes button.

Where can I view my custom Category?
Once you have created your own category. They are visible within your own store and would not be included in to the main category listing of Silkfair.

The custom Category appears in the homepage for your Silkfair store.

Note : In order for the custom Category to appear in the store homepage, you need to enable it.

How do I enable the custom Category to appear in my store homepage?
To enable the custom Category appearing in your store homepage, go to My Store > Manage My Store and click on the Categories tab. This displays the Categories page. In the Categories page, enable the option Enable/Disable Store Categories.

To disable the custom Category, simply uncheck (deselect) the above said option.
Enable Custom Category tree in website

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Promoting my Silkfair Store

In what ways can I promote my Silkfair store?
Use the following methods to promote your Silkfair store:

  • Automatic Google Base product submission
  • Custom Google Base product submission (for custom shops with custom domains only)
  • Search Engine optimization support via custom HTML meta tags
  • Use of tags/material tags in Silkfair
  • Mini store widget
  • Silkfair badges
  • Blogs and Forums

What is a mini store widget? Where can I find them?

Mini store widgets are a very easy way to spread the word about your store within Silkfair and other websites including social networking websites, Twitter or Facebook. You can also have the mini store widget appearing on your personal blog. The mini stores dynamic, hence any update(s) to store listings and the mini stores widget(s) will be automatically updated with the same. The mini store widget is located in the homepage of your Silkfair store (on the left side of the website).

Mini store widget

To apply a mini store widget:

  1. Go to the homepage of your Silkfair website.
  2. Scroll down to the Store Widget section. This can be found on the left corner of the website.
  3. Select the required style from the drop down menu. You can also preview the selected style by clicking on the Preview button.
  4. Once you are satisfied with the preview, copy the code appearing in the text box (this is located right above the style drop down) and paste it in the required website / webpage.
    Note : Before you paste the code, makes sure to check if the website / webpage support JavaScript.

Tips:

  • Other buyers or even your friends can grab the mini store widgets and help to promote your Silkfair store.
  • The Mini Store widget can also be found in the Start Page of your Silkfair account. Simply logon to the Silkfair website click on the Start Page button. This will then direct you to the Start Page. Scroll down to section Action Points to grab the mini store widget.

What is a Silkfair Badge? Where can I find it?
The Silkfair Badge is simply a graphical message of your store / Silkfair which can be easily placed on other websites to promote your store.

To obtain a Silkfair badge, go to Community > Badges, this will then display the Silkfair Downloads page. Choose the required badge from the page and copy the HTML coding appearing in the text box right next to it.

Notes :

  • The Silkfair Badge is a static promotional tool.
  • You can select different styles of the badge(s) displayed in the page by clicking on the Style drop down located just below the HTML code.

Silkfair Badge

What is HTML Meta Tags? How can I set it up in my Silkfair store?
HTML Meta Tags (or simply Meta Tags) are in place to support individual stores when they get crawled(searched) by search engines like Google. When you set Meta Tags in your shop profile, they are placed into your store’s URL in the keyword and description Meta Tags area. This will then create a sitemap for various search engines and increase your visibility on the internet. If you would like to know more about Meta Tags, the following is an excellent resource:

http://searchenginewatch.com/showPage.html?page=2167931

Setting up Meta Tags is easy. Go to My Store > Manage My Store, this will redirect you to the Profile page. When in the Profile page, locate the section Customize Store. Here, you will find two text boxes dedicated for Meta Tags. Enter the description and keyword(s) you think is suitable for the nature of your business. Click on the Save button to save any changes made to this section.

How can I add HTML Meta tag(s) to item listing(s)?
Besides having HTML Meta tags for the Silkfair store, you can also have them individually for each item listing as needed. This will in turn help you to increase your presence in the World Wide Web. There are two dedicated fields, Meta Tag Description and Meta Tag Keywords in the Add an Item page.
To access the Add Item page, go to My Store > Add an Item. This displays the Add an Item page. Scroll down to the sectionAbout your item optionalwhere you can find the above said fields. You can enter multiple keywords into either field, using the comma (,) after each word or phrase. Click on the Save button once you have made the changes.

What are tags/materials? How can I include them in my item listing?
Tags are keywords by means which Silkfair categorizes items available for sale from various sellers. A keyword may consist of one, two or more number of words and represents a top-level category or subcategory in the Silkfair’s item categorization.

Let’s look at the following example:
Tags diagram
Similarly, materials are a single-word tags used for categorization of items. Instead of helping buyers / potential customers understand what the item is made of in many words; materials help to figure out what the item is made of at a quick glance. You can also find other types of special tags used within the website such as Countries, Techniques, Brand/Manufactures, Antique/Vintage period.

Creating tags are easy. You can find the fields associated with tags in the Add an Item page section when creating an item listing. To create an item listing, go to My Store > Add an Item page. This displays the Add an Item page. Scroll down to the section About your item – optionalwhere you can find the tag fields including the HTML Meta tags. A comprehensive list exists, hence, make sure to complete all fields as required and click on the Save button.

What benefits do I have including tags/materials with an item listing?
Tags being keywords is an ideal way when used within the Silkfair website. Whenever a Silkfair member or a potential customer makes a search on Silkfair, there is a higher probability of your item listing(s) showing up on the results page!

What is Google Base?
Google Base is an online database that contains information just about anything. Any users can add details / content to it. Silkfair has now taken advantage of this opportunity and has facilitated of adding content (product submission) from your Silkfair store to Google Base.

You can find more information about Google Base, click here to visit their website (the link opens in a new window).

How can Google Base help me?
This can help you to increase the visibility of your Silkfair shop in the World Wide Web. Google Base works much like a search engine. Hence, you will find that when a guest enters the required keyword(s) into the search box and clicks on the Search button your Silkfair product listings appear in the results! Through this you can get a broader customer base beyond the scope of Silkfair members and introduce even more!

How do I add my Silkfair item listing(s) to Google Base (Google Base product submission)?
The process of adding content / item listings to Google Base website is known as submission, hence the term Google Base product submission.

For sellers who have signed up for a market shop the Google Base product submission is done automatically for you. Hence, you don’t to worry about this. However, if you have a custom domain it needs to be done manually. I have my own domain, how to perform custom Google Base product submission(s)?

Note : If you have signed up for a Custom shop but chose to use a Silkfair domain (instead of your own domain) Google Base product submission is done automatically.

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Blogs and Forums

Who can participate in forums/polls?
You will need to be registered user (buyer/seller) to post a reply in Silkfair’s forum / poll.

I am not a seller at Silkfair; can I still have my blog / forum?
Sellers can have both a blog and forum(s). However members with a buyers account can have a blog only.

How can I setup my own blog in Silkfair?
To setup your blog:

  1. Login to your Silkfair account. Go to Communicate > My Messages Center and click on the Blog tab. This displays the Blog page.
  2. In the Blog page, enter a suitable title and description in the respective fields.
  3. Click on the Save button.

Can I rename my blog after I have created it?
A edit blog link is located in the Blog page. Use this to amend/edit the blog name.

How do I make a new post / new poll to my blog?
Creating a new posting to your blog/new poll is easy. You can format the text using the various options, upload images and videos in order to enhance your blog postings.

To create a new posting/new poll to your blog:

  1. Login to you Silkfair account, go to Communicate > My Messages Center and click on the Blog tab.
  2. In Blog page, click on the New Post / New Poll and enter the required details in the relevant details. Once you have finished, click on the save button.
    Note : You are allowed to add images/videos only to blog postings. Hence, you will find the relevant fields only in the blog post area.

How do I edit / remove a posting / poll from my blog?
All postings/polls in your blog are grouped in chronological order and listed accordingly towards the left of the Blog page. Click on the ‘+’ to expand the grouped section and select the desired posting.

To delete a posting, click on the Actions drop down and select Delete.

To edit a posting, click on the corresponding edit button, make the required change(s) and click on the Save button.

You can access the Blog page by going to Communication > My Messages Center and clicking on the Blog tab.
Blog edit or delete

Can I have more than one Forum?
Yes you can have any number of forums as needed.

How do I create a new Forum?
To create a new forum:

  1. Login to your Silkfair account. Go to My Store > Manage My Store and click on the Forums tab. This will display the My Newsletters and Forum page.
  2. In this page, click on the ‘Create Forum’ link (found on the far right of the page), enter the Forum’s Title and Description in the appropriate places.
  3. Click on the Save button.

How do I post a topic / poll in my Forum?
Creating a new topic / poll is easy. The My Newsletters and Forum page lists all the forums created. Simply click on the desired forum and click on it. When you are in the relevant Forum page, you will find the Post a Poll and Post a New Topic buttons. Click on the respective button to initiate a Poll / Topic.

To access the My Newsletters and Forum page, go to My Store > Manage My Store and click on the Forums tab.
Forums

Can I upload images/video to the forum?
Yes you can upload a video or images to your forum. However, this facility is available only when you post a topic (not a poll).

How do I know when someone has posted a reply to my topic?
When you create a new topic in a forum, you will receive an alert (see image). Make sure that you enable the option and then click on the Ok button. Enabling the option will ensure you to receive an email each time a Silkfair member replies to your topic.
Post a new topic confirmation message

Is there a size limit for images / videos that are uploaded to a blog / forum?
Images

  • Maximum size – 640 pixels Width x 480 pixels Height
  • Format – GIF or JPEG format

Video

  • Format –Most formats including .avi, .dv, .mpeg, .mpg, .mov, .wmv, and .asf are accepted

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Miscellaneous

How often should I visit Silkfair?
Visit Silkfair as often as you like. Keep your store updated and looking fresh to optimize the buyer’s experience. Visit other Silkfair stores and build a network of fellow sellers to completely experience everything Silkfair has to offer. When your account requires your immediate attention either because a new offer has been received or an item has been sold from your store we will notify you via the e-mail address you provided.

How can I keep track of the number of visits (hits) made to my online store?
Use the Statistics page to view the number of hits / visits made to your Silkfair store.’ You can download detailed reports in PDF or CSV formats which are readily downloadable. These reports contain the total visit to your site, including the number of visits per item listing. For stores with videos (for item listings), you can also view the number of times the video has been viewed and more!

To access the Statistics page, go to My Store > Manage My Store and select the Statistics tab.

How do I get a public opinion on item(s) that maybe otherwise offensive for sale in my store?
At Silkfair, we are an open platform for legal commerce and we will try our utmost best not to make any judgment on such issues. We by all means use legal guidelines if available and always abide by what’s stated in our Terms of Use. Hence, it is recommended that you consider carefully about the item(s) before putting them up in your website.

One recommended advice is, if there’s a needs to discuss disputes, conflicts or debates in public, you are free to discuss it in the in the Mud Room Forum. For any sensitive topics such as politics, religion or any other, use thePolitical Discussions Forums.

How do I create a CSV file?
Comma Separated Value (CSV) data file is an easy way to enter data on the Silkfair system. As you may have noticed, you can use a CSV file to simplify the data entry process in sections such as Pricing Profile, Sales Tax and Shipping Profile. You can use a CSV file to create item listings (inventory).

Creating a CSV data file is easy. All you need to do is use a spreadsheet program like Microsoft Excel, enter the required data and then save it in the CSV file format.

The simplest way to get the format of a CSV data file is to the already available Export function. However, before you use the feature, make sure to create one entry (in the relevant section) and then export the sample file. Once the sample file is saved in to your local disk, use it to enter the remaining data and then simply import it back to the system.

For your convenience, a sample image of a CSV file (for Pricing Profile) is included below.
CSV file example Note: Please make sure to adhere to the following when using the Export feature:

  • You have already set up your shop profile with the appropriate shipping instructions, tax profiles, etc. before creating your first listing.
  • Have at least one item listing in your store.
  • If you wish to create a CSV file for item listing(s), you need to follow some additional rules. Please refer to the Item Listing section for details.

How do I setup my own domain for my custom shop?
If you own a custom shop and are planning to use your own domain, please follow the following steps.

  1. Buy the domain – If you don’t own a domain you will need to purchase it from a domain register website. There are many domain register websites available (you can look up a domain register company easily using Google). However, if you already own the domain, then you can skip this step.
  2. Notify the domain register to point to www.silkfair.com – You are required to send a request to the domain registration company asking them to point the new domain to silkfair.com. You will need to include the IP address 66.180.204.227(Silkfair.com) in your email.
  3. Once you have received your new domain, login to your Silkfair account and go to My Store > Manage My Store and scroll down to the Customize store section.
  4. In this section, select the ‘Also Use My Own Domain’ option and key in the new domain (leave out the www part – Example ‘mystore.co.uk’). Click on the Save button.
  5. Open a new browser window and then test the new domain.
    Note : You might need to wait up to 72 hours depending on when your domain change takes place, as the DNS (Domain Name System) changes can take some time to propagate. You also might need to clear your browser cache.

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Reporting a problem

What if there is a non-payment from the buyer for an item?
It’s unfortunate when situations like this occur, but members should try to contact each other detailing what has happened before they try to contact Silkfair. If the situation is not rectified you can now take further action and contact Silkfair via the Contact Us link to notify of the user’s mishandling of item(s). Silkfair will then contact that user via email to find a solution to the problem. If the problem still persists, then that user’s account will be monitored for future similar problems, and may be even terminated.

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