Sellers Notifications System

Being a successful seller on souq.com is all about being able to take the right decision on the right time. We are glad to introduce The Notification System, our latest update to the selling center.

How does it work?

As a seller, now you’ll be able to receive live updates “Notifications” about your Inventory, New Orders, Orders Complaints, and Business Announcements once it happens. You can also control what you want to be notified about from your settings page.

 

Notification menu - no new notifications
Notification menu – no new notifications
Notification menu - new notifications
Notification menu – new notifications
Notification page - no new notifications
Notification page – no new notifications
Notification page - new notifications
Notification page – new notifications
Notification page - show filters
Notification page – show filters
Notification settings
Notification settings

KSA – Awaiting Drop Off

In the “Order Management” section, when you confirm an order, some times no pickup service is available, therefore, you will have to handle the drop off of these shipments as fast as possible to complete your order.

Shipments can be dropped off at the nearest SMSA station to your location. You can find the nearest station from the below table or by calling their 24/7 customer support line at 92000 9999

 

City of the Branch Branch Address Latitude Longtitude
Abha Al Khasha’a Dist. King Fahad St. . 18.215161 42.506951
Abha Ar Rabwah Dist. (Obeikan- P. Sultan Str. (Al Obeikan Bookstore) 18.210733 42.520823
Abha King Fahad Rd, Before Airport Bridge 18.215161 42.506951
Abha Shamsan Dist. – King Faisal Rd. 18.234487 42.500535
Abu Arish Pr. Sultan Ibn Abdulaziz Rd. 16.962109 42.833272
Ad Darb Shuqaiq Road- near Al Hashmi Petrol Station 17.735433 42.268905
Afif King Abdulaziz Rd. 23.902982 42.913102
Al Aflaj (Layla) King Abdulaziz St. 22.296458 46.731773
Al Ahsa Al Jafar Dist. – Al Jafar Str. 26.44973 50.108557
Al Ahsa An Nuzha Dist. King Abdullah St. 25.452253 49.595643
Al Ahsa Hofuf (Dhahran St.) 25.427753 49.572523
Al Ahsa Lazzah Dist. Pri. Naif St. 25.344392 49.589393
Al Ahsa Salmanyah Dist. Riyadh St. (Panda) 25.359699 49.547294
Al Dayer Al Hadab St. 17.348344 43.15155
Anak Al Qismah Main Street, opposite of National Anak Hospital 26.519558 50.032767
Arar King Abdulaziz st opposite Al Tayseer hotel 30.978577 41.017188
At Tuwal Manfal St. 16.528306 42.963624
Badaya King Abdullaziz Rd.
Baha Al Baha (Hawiyah St.) 20.016173 41.4712
Baljurashi Al Najdi Dist. King Soud Rd. 19.866412 41.570383
Bishah Riyadh Rd. 20.048534 42.61947
Bukayriyah King Khalid St. 26.13554 43.666148
Buqaiq King Abulaziz Street 25.923405 49.657948
Buraydah Al Iskan Dist. – Ali Ben Abi Talib Str. 26.369475 43.93356
Buraydah Al Safra Dist. King Abdullah Rd. 26.361123 43.963284
Buraydah As Shamas Dist. – Khubayb Str. 26.334946 43.968428
Dammam 2nd Industerial City- Makkah Rd. 26.246466 49.98027
Dammam 9th St. Prince Talal 26.449744 50.108588
Dammam Abdullah Fouad Dist.- Pr. Mohd. Ibn Fahd St. 26.416278 50.109431
Dammam Al Badyah Dist. – King Fahad Str. 26.421704 50.090328
Dammam Al Dakatra Area- King Soud Rd 26.422841 50.030429
Dammam Al Faisaliyah Dist. Omar Bin Alkhattab 26.402852 50.064059
Dammam Alkhalidiayh Dist. 26.415247 50.136975
Dammam Aziziyah Dist. Pri. Naif St. (Panda) 26.429845 50.066414
Dammam Block 91- Abu Baker Siddiq St. 26.400989 50.039992
Dammam Khazan Dist. 18th Street 26.441767 50.096691
Dammam King Soud Rd. Al Amamrah 26.442468 50.108879
Dammam Rawdha Dist.-Prince Naif Street 26.405737 50.083044
Dawmat Al Jandal Dawmat Al Jandal (P. Sultan St.) 29.810006 39.865389
Dhahran Al-Janoub Alsouq Dist. King Khalid Rd. 17.66262 43.514283
Dhuba Albalad Dist. King Khalid St. 27.353194 35.688393
Duwadimi King Abdulaziz St. 24.514367 44.40721
Hafar Al Baten Hafr AlBaten- King Abdulaziz St. 28.424186 45.972292
Hafar Al Baten King Khalid Military City 27.99081 45.55698
Hafer al Baten Al Khalidiya Dist. King Abdulaziz St. 28.424183 45.972268
Hail Al Mahtah Dist. Usama Bin Zaid St. 27.515113 41.694121
Hail King Fahad Rd. 27.494589 41.678218
Hawtat Bani Tamim Al Muhammadiyah, King Fahad Rd 23.5042131 46.8936784
Jazan Airport Road 16.896805 42.565681
Jazan Block 5 – King Fahad Str. 16.899261 42.549159
Jazan Gizan 2 (P. Mohammed Bin Nasir St. (Corniche)) 16.8993814 42.5491269
Jeddah Al Ajaweed Area- near Lotaz Sweet & Al Bilad Bank 21.4072606 39.2958787
Jeddah Al Hamadaneya Dist. – Al Haramain Rd. 21.743181 39.190832
Jeddah Al Murjan Dist. 21.686098 39.107546
Jeddah Al Nahda Dist. – Opp. Riyadh Bank 21.607079 39.123972
Jeddah Al Nahda Dist. Prince Sultan Rd
Jeddah Al Samer Dist. – Al Haramein Rd. 21.58398 39.229195
Jeddah Alazizya Dist. Prince Majed Rd 21.556603 39.20374
Jeddah Albalad Area- Al Dahab Street 21.4882771 39.1850587
Jeddah Albasatin Dist. 21.68447 39.122082
Jeddah Almarwa Dist. Hera St. 21.6244274 39.2084586
Jeddah Alrabwah- Pri. Majed St. 21.61828 39.185593
Jeddah Alrawabi Dist. Haramein Rd. 21.583964 39.229129
Jeddah Alsafa- Pri. Moteb St. 21.598116 39.173196
Jeddah AlSalamah Dist – Abdul Rahman As Sidayri Road 21.593222 39.156048
Jeddah Alsharafiyah – King Abdullah Road 21.511462 39.188249
Jeddah Alzahra Dist. Prince Sultan St 21.602266 39.142448
Jeddah Azizia Area- King Fahad Road 21.551253 39.189177
Jeddah Bagdadiyah Dist. – Madinah Rd. 21.502429 39.179757
Jeddah Bani Malik Dist.- Palestine St- Crossing Pr. Majed Rd 21.534638 39.208822
Jeddah Hail St. 21.502429 39.179757
Jeddah Jamaah Dist. Abdullah Sulaiman Rd. Opp. King Abdualziz Univ. 21.484619 39.248443
Jeddah Khaldiah Dist. 21.559232 39.138602
Jeddah King Fahad Rd. Al Bawadi Dist. 21.598102 39.173191
Jeddah Makkah Road – Kilo 3 21.48281 39.211112
Jeddah Medinah Rd 21.577729 39.166101
Jeddah Naeem District – 30th Street 21.620943 39.150097
Jeddah Naseem Area- Ali Al Murtada Rd. 21.520874 39.239473
Jeddah Palastine St. Alsaleha Plaza – Opst Fakeeh Hsptl. 21.520311 39.157435
Jeddah Rawdha Dist. Sari St. 21.57506 39.14597
Jeddah Tahliah St. 21.598116 39.173196
Jeddah Taiba District – Al Ruhaili Main Road 21.793733 39.132668
Jubail Industerial City- 118 St. 27.084156 49.558382
Jubail Jubail- Riyadh Street. 27.008143 49.658273
Khafji Khafji – King Fahad Dist. 28.416091 48.491405
Khamis Mushayt Khamis 1 (King Fahad Rd.) 18.306374 42.71965
Khamis Mushayt Khamis 2 (King Abdullah Rd.) 18.314746 42.730787
Khamis Mushayt Khamis Mushayte (Obeikan- Military City Rd.) 18.239103 42.777157
Kharj Almuntazah Dist. 17th Street 24.15948 47.32275
Kharj King A.Aziz St. As Salam 24.144991 47.304296
Khubar Ad Dawhah Dist. – Abdullah Ibn Abbas Str. 26.32272 50.157893
Khubar Al Aqrabiyah Dist. 16th Street 26.29527 50.20108
Khubar Al Jisr Area- King Khalid St. 17.348344 43.15155
Khubar Al Rawabi Dist. King Fahad Rd. (Dammam-Alkhobar Highway) 26.332836 50.202209
Khubar Ath Thuqbah Dist. – King Fahad Rd. 26.267663 50.212991
Khubar King A.Aziz st 26.297671 50.209051
Khubar Makkah St. 26.332913 50.202236
Khubar Southern Alrakah Dist. – Khalid Bin Al Walid Str. 26.364966 50.201629
Khurmah Khurma (Dallah St.) 21.9139 42.025484
Madinah Airport St. 24.488281 39.635475
Madinah Al Khaldiyah Dist.- King A.aziz Road 24.470236 39.643092
Madinah Al Khaldiyah Dist. King Abdullah Rd. 24.470236 39.643092
Madinah Aziziyah Dist. Ohud St. 24.467571 39.547423
Madinah Haram Dist. Qeba Rd. Opp. Alrajhi & Injaz Bank 24.442383 39.615669
Mahd Ad Dhahab Othman Bin Afan Rd 23.5050264 40.8728515
Majardah Alsharaf Dist. Albader Street 19.125261 41.920137
Majmaah King Fahad Rd. 25.901411 45.350007
Makkah Al Awali Dist. Ibrahim AlJuffali St. 21.35178 39.907644
Makkah Al Azizia North Main Street, Makkah Concord Hotel Building 21.416125 39.864911
Makkah Al Shariah Area 21.47299 39.940246
Makkah Ar Rusayfah- Prince Nasir Bin Masoud St. 21.4094193 39.7918235
Makkah As Shawaqiyyah Dist. 21.37651 39.787996
Makkah Jabal Al Nour Dist.- Jabal Al Nour Road 21.445794 39.860485
Makkah Madina Rd. 21.492426 39.793618
Makkah Nuzha St. 21.43776 39.794205
Midhnab Midhnab – King Abdulaziz St. 25.85569 44.224498
Muhayil Alkhalidiayh Dist. King Faisal St. 18.541453 42.0535
Mukhwah Ghazza Dist. King Fahad Rd. 19.782989 41.438193
Muzahmiyah King Abulaziz Street 24.471545 46.272236
Nairiyah An Nairiyah, Prince Sultan St. 27.471998 48.469383
Najran Al Manjam Dist. King Abdulaziz St. 17.528258 44.207858
Najran Taybah Dist. King A.Aziz Rd- Opposite Najran Maternity Hospital 17.55082 44.266186
Namas Al Khadra Dist. King Faisal Road 19.134713 42.126195
Qarya Al Uliya Rabwah Dist. King Abdulaziz St. 27.562004 47.707486
Qatif Al Qatif, Riyadh St. 26.55177 50.019178
Qunfudhah Al Azhar Dist. 19.125281 41.083953
Qurayyat Al Khalidiya Dist. – King Faisal Street. 31.335919 37.333679
Quwayiyah Alhazim Dist.- King Abdulaziz St. 24.052858 45.26516
Rabigh Rabeigh (Main St.) 22.800069 39.039815
Rafha Rafha (P. Masaad Bin Jalawi St.) 29.623833 43.516245
Ranyah Ranya (Taif Rd.) 21.23435 42.845741
Ras Tannurah Rahima (Ras Tannurah) – 50th St. 26.709733 50.065234
Rass King Abdulaziz St. 25.867374 43.490275
Riaydh Alhamra Dist. – King Abdullah Rd.(Jarir Bookstore) 24.767486 46.755838
Rijal Almaa Main Street- in-front of Civil Defense 18.256456 42.263761
Riyadh Al Sawidi Dist. Al Suwaidi Main St. 24.579051 46.609368
Riyadh Abu Bakr Al Siddiq Road- opposite of Prince Salman Institute 24.76772 46.690887
Riyadh Aishah Bint Abi Bakr Street- beside Al Khaleej Training & Education 24.576319 46.662004
Riyadh Al Ghurabi St. 24.646234 46.718522
Riyadh Al Kadsiya Area – Sheikh Jaber Str. 24.817803 46.803818
Riyadh Al Malqa Dist. – King Fahad Rd. 24.799963 46.627117
Riyadh Al Manar Dist. – Obeikan (Exit 26) 24.72294 46.787495
Riyadh Al Rabwah- Exit 14 (Jarir Bookstore) 24.691595 46.765555
Riyadh Al Sanaiyah (Industrial Area) – Al Unooz 24.629712 46.738742
Riyadh Albadiah Dist. – Almadinah Rd. Exit# 28 24.578966 46.609437
Riyadh Alfalah Dist. – Othman Bin Afan St. Exit# 7 24.799338 46.696744
Riyadh Alfayhaa Dist. – Pri. Saad Bin Abdulrahman St. Exit# 15 24.693634 46.812154
Riyadh Alkhaleej Dist. – Pri. Bandar Bin Abdulaziz St. 24.757349 46.791437
Riyadh Almurooj Dist. – Imam Saud   St. Exit# 9 24.746517 46.659346
Riyadh Alnakiel Dist. Pri. Turki Alawal Rd. Exit# 2 24.747396 46.617758
Riyadh Alwurud Dist. – King Abdullah Rd- Opposite Sahara Mall 24.735673 46.684079
Riyadh An Naseem Al Gharbi Area- Hassan Bin Thabit St. 24.723376 46.8405
Riyadh Ar Raid Dist, King Abdullah Road, opposite of King Khalid University Hospital 24.707755 46.627332
Riyadh As Sulay Dist. Abu Ubaidah Amir Ibn Al Jarrah Road 24.688 46.8502
Riyadh As Sulimaniyah Dist. Pri. Mamdouh Bin Abdulaziz Rd. 24.711701 46.695389
Riyadh Aziziah- Public Transportation Center 24.597665 46.745324
Riyadh Dammam Road- Qurtubah 24.804697 46.749452
Riyadh Dar Albaydha Dist. Mohammed Rashid Ridha St. 24.570504 46.770923
Riyadh Dhahrat Liban Dist. – Alshefa Rd. 24.632253 46.564479
Riyadh DQ Dist. – Al Kindi Plaza. 24.681924 46.623616
Riyadh Exit 5- King Abdulaziz St. 24.808607 46.648508
Riyadh Ishbiliyah Dist. – Imam Saud Rd. 24.791741 46.768134
Riyadh Janadriyah Area- Khurais Rd. Opposite of Panda Al Nahdem 24.809993 46.874156
Riyadh Malaz – 60th Street- Jamaa Intersection 24.665632 46.731471
Riyadh Malaz – Al Ahsa St. 24.694371 46.732012
Riyadh Naseem Dist – Saad Bin Abi Waqas St 24.731642 46.816338
Riyadh Olaya- Makkah Road 24.682339 46.695952
Riyadh Qassim Road – Daraiyah 24.75968 46.597937
Riyadh Rawdah – Alhassan Bin Ali St. 24.727272 46.768506
Riyadh Sahafah Area – King Abdulaziz Rd. 24.808619 46.648507
Riyadh Second Ring Road- Sulay- Exit 18 24.640346 46.830487
Riyadh Shifa- Ibn Taimyah Street 24.555095 46.70109
Riyadh Sulaimanya- Dhabab St. 24.678627 46.702248
Riyadh Sultana Dist. Madina Rd. 24.613635 46.675723
Riyadh Tahlia – Prince Mohammad Bin Abdulaziz St. 24.70116 46.695731
Riyadh Tuwaiq Dist. Bilal Ibn Rabah Road 24.578752 46.567687
Riyadh Urouba St. 24.719683 46.689384
Riyadh Al Khabra King Abdullah Rd. 26.053695 43.558638
Rumah The Old Court Street 25.5720092 47.1585423
Sabya Abu Diyab Dist. King Fahad Rd. 17.138678 42.645729
Safwa Safwa- Imam Ali Ibn Abitaleb Main Road after Arab National Bank 26.641206 49.963074
Sajir King Abdulaziz St. 25.187857 44.60199
Samtah Al Murour Str. 16.602081 42.947531
Sapt Al Alaya Al Kamil Dist. – Nadi Al Zaytoon Street 19.550388 41.951187
Sarat Abida King Khalid Str. 18.082068 43.147116
Sayhat Sayhat, Al Danah Area- King Abdulaziz St. 26.468652 50.045643
Shaqra King Abdulaziz St. 25.86743 43.490324
Sharourah Sultana Street 17.487361 47.111954
Skakah Al Maqla Dist. – King Abdulaziz Road 29.979472 40.205133
Skakah Al Muhammadiyah Dist. King Fahad Rd. 29.955362 40.199382
Sulayyil Al-Nakhiel Dist.- King Fahd Rd. 20.473253 45.574988
Tabarjal Industrial Area- Prince Abdulrahman AlSudairy Street 30.493581 38.216209
Tabuk As Salman Dist. – King Khalid Str. 28.380206 36.575053
Tabuk Madinah Rd. 28.380206 36.575053
Tabuk Murooj Dist. King Abdullah Rd. opposite Ministry of Civil Service 28.423977 36.57442
Taif Al Arrad Dist. – Alshefa Str 21.224782 40.411459
Taif Al Hawiyyah- Riyadh Road 21.441425 40.500476
Taif Al Suhaily Dist. King Khalid Rd. 21.288182 40.443417
Taif Azizia Dist. 21.276668 40.408605
Taif Faisaliyah Dist. Airport Road 21.297014 40.426954
Taif Shehar St. 21.249502 40.413895
Taima As Suq Dist. – King Abdulaziz Str. 27.629817 38.547614
Tanumah Al Dahna Dist. – King Faisal Str. 18.917771 42.201447
Tathlith Prince Sultan Bin Abdulaziz Rd. 19.528581 43.520241
Turayf International Highway Rd. 31.675097 38.661296
Turbah Almunif Dist. King Abdulaziz Street 21.21128 41.637406
Ula King Fahad Street 21.210985 41.637624
Ummlujj Souq Ummlujj- King Abdulaziz Rd 25.028723 37.264338
Unayzah Al Rayan Area- Zamil Abdullah Al Salem Rd. 26.082004 43.978765
Unayzah Al Zulfi St. 26.09192 43.991541
Wadi Al-Dawasir Al Khamasin St. 20.465696 44.797826
Wajh Aziziya Dist. Omar Bin A.Aziz St. 26.2321336 36.4573848
Yanbu Ashurouq Dist.- King Abdulaziz St. 24.086883 38.074622
Yanbu Royal Commission Dist, Near Bus Stations 24.008081 38.220896
Zulfi King Fahad Rd. 26.305726 44.811859

Performance-based Seller Suspension

Seller performance standards are in place to ensure that you deliver a great customer experience to buyers. These performance standards measure whether buyers were satisfied with the items and sellers’ customer service. When a seller does not meet the minimum requirement for selling, the seller is creating experiences that erode confidence and drive buyers away from the platform.

Hence, Souq.com will automatically suspend sellers who are in the below standard segment for three continuous monthly evaluations. Once a seller is suspended, the following applications will be applied:

  • If you had any active listings, they have now been paused
  • If you have recently sold items that you still need to fulfill or ship, please do that promptly. Its very important that you ship the pending items promptly so that souq can consider the reinstatement of your account.
  • You will still be able to see any recently sold items in your Souq.com account and buy items on Souq.com

How can I reactivate my seller account?

To get reinstated back on Souq.com, you have to update us with clear Plan Of Action (POA) on how will you ensure that buyer experience is not impacted and improve your performance. You can submit your Plan Of Action (POA) by sending an email to:

  • UAE Sellers: sellerperformance.uae (@) souq.com
  • KSA Sellers: sellerperformance.ksa (@) souq.com
  • Egypt Sellers: sellerperformance.egy (@) souq.com
  • Kuwait Sellers: sellerperformance.kwt (@) souq.com

Contact our customer support

Canceled Orders

Canceled orders page shows all the orders you have previously canceled, or it got canceled by buyers.

Note: Canceling orders does not deliver a good customer experience to buyers. And would effect your performance evaluation in case you’ve exceeded the acceptable cancellation thresholds, which may lead to suspending your seller account. Read more about Seller Performance Program.

Return Management Overview

Any customer who has purchased from Souq.com can initiate a return within 15 days from the order delivery date. After the 15-day period is elapsed, customers may not be able to request for any item return.

If a customer requests for an item return, Customer Service verifies the reason of the return according to the customer request and hands the request to logistics to proceed with the return of the item if the actual return reason is valid.

NoteRemember, customers do want to keep their product and consider the return process as an inconvenience due to an expectation failure which impacts both buyer and seller experience.

Returns Process

Sellers must accept the returned item in their specified Return Location and can systematically accept the return on their Selling Center. If the seller does not take any action on the return received within 48h, an auto return acceptance will be executed by the system.

Should the item be un-receivable upon reception of the returned item at the return location, it is advised that seller contacts creates a Complaint within 48h from receiving the physical item by clicking on the Returned Order ID under the “Delivered” tab and clicking the Red Complaint Button. When submitting the Complaint, the customer refund is automatically blocked, until the complaint is resolved.

Note: Sellers may escalate the return to their account managers by sending images of the damaged and/or un-receivable item on a separate mail thread if the above mentioned complaint has not been resolved to their satisfaction.

 

Note: Having too many seller fault returns may affect your seller performance evaluation and may lead to removing the  selling privileges from you. Read more about Seller Performance Program.

Returns Management

To view all Returns, Login to your selling center account, then navigate to the “Orders” section and select “Return Management”. The Return Management section shows you four tabs where sellers can follow-up on:

Requested: Items which Return Request has been initiated by Customer Service based on the buyer’s wish and which are on their way back to the Return Location. You may view the Return AWB number as well as the Return Reason by clicking on the respective Order ID.

Delivered: Items which have been delivered by courier to your Return Location and which are pending acceptance from the seller’s side. Should the item have been returned in the same initial fulfilled condition (item is sellable again), seller selects the item and clicks on Accept Return. This will enable the returned item to move to the Accepted Returns section of your Return Management section and to add the number of units returned to the existing inventory.

Should the item be un-receivable (i.e. damaged, ripped, broken, used, taken out of unsealed etc…), the seller checks the returned item’s condition and creates a Complaint within 48h from receiving the physical item by clicking on the Returned Order ID under the “Delivered” tab and clicking the Red Complaint Button. The seller should make sure to state the following main information: Order ID, Item IDs, Return AWB number, returned item condition and the reason behind not being able to accept the return. When submitting the Complaint, the customer refund is automatically blocked, until the complaint is resolved. If the seller does not take any action on the return received within 48h, an auto return acceptance will be executed by the system.

Note: If the seller chooses to file a complaint using the Complaint button, the seller should not click on Accept Return in the Delivered Tab of their Return Management section. However, the seller must welcome the return at their Return Location when it is being delivered by courier.

Accepted: Items for which sellers have accepted the return in the system and whose quantity has been added to the inventory automatically. These are items which the seller will be able to fulfill if an order is placed.

Note: Failing to confirm the return will block the generated money from the returned item in your account and you will not be able to withdraw them till the return receive action is taken.

Returns Reasons

Returns could be initiated by buyers for different reasons, nevertheless; Seller Performance Return Rate is ONLY impacted if the return reason states:

Item not as described: The item which has been fulfilled to the seller is different from the one on the website or whose details: characteristics, features, colors, sizes, specifications are not matching the product listing on the website.

NoteShould items have been created by the content team or by sellers themselves, the latter must review the exactitude of the listing information and how does it relate to the physical item that sellers are offering. It is important for sellers to review Product Listings and provide the maximum information possible for potential customers to make a confident, seamless buying decision.

Item Defect: The item which has been fulfilled is subject to an item defect: item not functioning and/or manufacturing flaws.

NoteSellers have the sole responsibility to verify their items quality from suppliers/manufacturers and to make sure that the items being offered are of perfect quality and either do no stand a chance or have minimal chances of being returned under an Item Defect Return Reason.
NoteShould the seller be accountable for a Customer Return due to the above mentioned reasons, the seller will be charged the return fee for that particular return and their Seller Performance Return Rate will be impacted.

Other potential Return Reasons such as Return before Delivery, Buyer Remorse, Item does not like or does not want the item anymore etc… DO NOT IMPACT Seller Performance Return Rate.

All returns are subject of investigation by the Quality Team, Seller Performance does not get impacted unless the buyer expresses the opinion that it is in fact an Item not as described or an Item Defect.

NoteOn the other hand, a restricted product list such as Items for Personal Use (Lingerie, Personal Care, etc…), Sealed Customer Electronics (Mobiles, Digital Cameras, etc…) may not be up for return specifically if the Return Reason is: Buyer does not like or does not want the item anymore, or Buyer Remorse. Therefore, given the sensitivity around these item types sellable condition, the returned items are sent back to the buyer. In such cases, the seller is not included in the Return Process and this return is rather handled by Souq.com.

Read more about Seller Performance Return Rate Best Practices.

Delivered Orders

Delivered tab shows all orders that were successfully fulfilled to courier and received by buyers. The list is designed to help you track your orders and know exactly which order has been delivered successfully out of all your shipped orders.

Note: After 3 days from deliver, you will can withdraw the amount of revenue generated by the sales order from your financials. Unless one of the items has an open complaint which is blocking the money. Read more about Buyer Complaints.

Shipped Orders

Shipped orders are all orders which were picked up by shipping courier or you have dropped them off at the courier shipping center.

Orders will be shifted automatically to shipped the moment the courier scans the AWB by either picking up the items or you go drop them off to buyers front door. 

Note: Make sure that all your orders are shipped within the handling time. or your seller performance evaluation will be affected which might lead to suspending your account due to late shipping. Read more about Seller Performance Program.

Confirmed Orders

Confirmed orders mean you have the requested items in your inventory and you are ready to ship them to the buyer.

After confirming your order, you need to do the following steps

Step 1: Print AWB’s

An airway bill (AWB) will be issued by the shipping courier for goods and an evidence of the contract of carriage, but it is not a document of title to the goods.

Each confirmed order has its own AWB, and Souq.com issue AWBs automatically based on your location, country…etc. you can navigate to confirmed tab from order management, select the order you want to print the AWB for, and click on Print Labels.

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Step 2: Pack your products

Pack the product well using a cardboard box & bubble wrap so that it doesn’t get damaged. Remember, the way in which you package your product represents your “image/brand” and also will make an impression on the customer and their probability of a future order. Read more of how to pack your orders.

Step 3: Arrange for your products shipping

Make sure to arrange for shipping with the shipping courier the moment you have packed and finalized packing the order after confirmation. Read how to Arrange for your products shipping..

Awaiting Action Orders

When buyers browse souq.com and purchase an item from you, the purchase itself gets to your account as a new order.

All new orders are available at “Awaiting Action” tab in the order management section.

When you receive a new order, the selling center dashboards will be updated to show you how many orders are in the new orders tab.

You will also receive an email to your registered email at the moment the order is placed in your account.

Receiving new order give you the ability to take two actions on these orders:

  • Confirm Order: Confirming an order means you have the requested items in your inventory and you are ready to ship them to the buyer.
  • Cancel Order: Cancelling an order means your offline inventory is not synced with your inventory on Souq.com and you do not have the item.
Note: Canceling items would affect your seller performance evaluation which might result in suspending your account. Read More

Confirming Orders

To confirm an order, navigate to “Orders” in the selling center, then to “Order Management” then click on the order from the new orders list. This will open the order details page to show you all the details related to the new order received.

Review the new order, make sure you have all requested items in your inventory, then click on Confirm from the top of the page.

A confirmation message will appear to confirm your action on the order. click on Confirm Order. and the order will be confirmed.

Bulk Confirmation

You can also confirm multiple orders at once, the process is easy, just click on any order to view the order details, then from the left navigation you’d see all list of new orders. browse the orders and select the orders you want to confirm.

You can browse all orders, and select further orders to confirm. Once done, and you have verified that all the items in the orders you want to confirm are available in your inventory. Click on Confirm icon  from the top of the list.

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Important: You are requested to confirm orders as fast as you can. Noting that confirming an order means that the order is ready to be shipped. Once you confirm the order, you can not cancel and the order must be shipped.

Canceling Orders

To cancel order, you can go with the same confirming process you went through but instead of confirming an order, you click on “Cancel Order” either from the order details page or from use the bulk action to cancel the orders.

Note: canceling orders will effect your seller performance evaluation and may lead to suspending your account due to performance.