What information should I include when requesting support?
When contacting support, include:
- Your vendor account name/email
- Detailed description of the issue
- Steps you’ve already tried
- Screenshots if applicable
- Browser and device information
- Order numbers or product IDs if relevant
- Error messages (exact text)
What reports are available to track my store performance?
Your dashboard provides comprehensive analytics:
Available Report Types:
- Products Analytics: Product performance metrics and bestsellers
- Revenue Reports: Financial performance and earnings tracking
- Orders Analysis: Order trends, patterns, and customer behavior
- Variations Reports: Performance of different product variants
- Categories Analysis: Category-wise sales performance
- Stock Reports: Inventory management insights and alerts - Statement Reports: Financial statements and earnings summaries
What should I do if I can’t fulfill an order?
If you cannot fulfill an order:
- Contact the Customer Immediately: Communicate the issue promptly
- Explain the Situation: Be honest about stock issues or delays
- Offer Solutions: Suggest alternatives or provide a realistic timeline
- Update Order Status: Use appropriate status (on hold, cancelled)
- Contact Support: Reach out to Proudly SA support for assistance with refunds if needed
What should I do if I encounter technical issues?
For technical problems:
- Check Browser: Ensure you’re using a supported, updated browser
- Clear Cache: Clear your browser cache and cookies
- Try Different Browser: Test with another browser to isolate issues
- Check Internet Connection: Ensure stable internet connectivity
- Contact Support: Reach out through the support channels if issues persist
What should I do if my account is suspended or restricted?
For account issues:
- Don’t Panic: Account restrictions are usually temporary and resolvable
- Check Announcements: Look for any platform-wide issues or updates
- Review Policies: Ensure you haven’t violated any platform policies
- Contact Support Immediately: Reach out for clarification and resolution
- Provide Documentation: Be ready to provide any requested information
- Be Patient: Allow time for support team to investigate and respond
When and how do I get paid?
Payment process:
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- Payment Schedule: Check with Proudly SA support for specific payment schedules
- Payment Method: Ensure your payment details are correctly configured in Settings > Payment
- Minimum Thresholds: There may be minimum payout amounts
- Processing Time: Allow time for payment processing and bank transfers
- Statements: Use Reports > Statement Reports to track your earnings
Where can I find more help and training materials?
Additional resources:
- Vendor Training Manual: Comprehensive documentation (if provided)
- Platform Announcements: Regular updates and tips
- Support Documentation: Help articles and guides
- Community Forums: Connect with other vendors (if available)
- Webinars and Training: Check for scheduled training sessions
Why does my account show “Account Not Enabled”?
This is completely normal for new vendor accounts. All vendor accounts require approval
before activation. This message appears until the admin team reviews and approves your application and ensures that details you have provided match our membership database.
Simply wait 1-3 business days for approval.
Important: If you are not a Proudly SA Member your account will not be approved until you have completed sign up for membership.
Why must I select a product category?
Product categories are mandatory because they:
- Help customers find your products through browsing and search
- Ensure proper organization of the marketplace
- Improve your product’s visibility in search results
- Enable customers to filter and compare similar products
- Maintain consistency across the platform
