Is signing up to Stripe compulsory?
Yes. OwlOnline Sellers do need to have a Stripe account to sell on OwlOnline. If you have any specific questions about Stripe or your Stripe account not covered here, contact the Stripe Support team.
How do I find my OwlOnline shop or dashboard?
When you create your account with us and register your subscription type and you have been accepted by OwlOnline then you will be sent an email confirmation with your user name, link to your account page and your password.
Can I put my shop in holiday mode?
Yes you can put your shop in holiday mode. You must remember to change your status once your a back to enable your customers to add your products to their basket.
What should I set pricing and postage as?
You can find more details on our Selling On OwlOnline Page
How do I find out my shop address?
When you create your account with us and register your subscription type and you have been accepted by OwlOnline then you will be sent an email confirmation with your user name, link to your account page and your password.
Shop Description
Once you log into your dashboard you will be able to customise your page.
Shop Appearance: Tagline
Once you log into your dashboard and via Settings you will be able to customise your page and have your store name.
Shop Appearance: Buying from Me
Once you log into your dashboard you will be able to customise your page.
Biography/Your Profile (Meet the Maker)
Once you log into your dashboard you will be able to customise your page.
How do I list an item for sale or create a draft?
When you create a product there is an option to save the product as draft. When you add the product price there is an option to include the sale price as well as the original price.
How do I edit my listings?
By using your Seller Dashboard you are able to go in and edit your listing.
How do I obtain customisation details?
Please contact the Buyer direct to obtain their personal requirements.
How do I manage my stock levels?
You can control your stock levels vis the Seller Dashboard.
How do I remove or hide items?
You can access the Product page via the Seller Dashboard.
How will I know if I’ve sold something?
Orders appear on your Shop Dashboard, so log in regularly to keep an eye out for them! You will also receive a system generated email to notify you of the sale of an item.
When you have received payment, you should post the item within 3 working days (unless otherwise stated on your listing page).
How do I leave Buyer feedback?
It is good practice to leave feedback for the Buyer. If you’re not sure what to say, just thank them for their order 🙂
If feedback is not available for an order, the buyer was not registered or signed in when they placed the order. Feedback cannot be given by Buyer or Seller for guest purchases.
I have sold something to a friend/outside of OwlOnline – what should I do?
Remove Item or decrease stock availability in the Seller Dashboard section manually.
Cancelling or refunding a customer’s order
What should I do first?
We recommend that you always contact the Buyer first to see if you can help before cancelling the sale. You should always let the customer know why an order is being cancelled.
What if the Buyer has payment issues?
You can try sending the Buyer an invoice or organise another form of payment. If you receive payment by this method, please mark the order as paid on the order detail page so that you can update the shipping status. Don’t worry if you do not wish to offer alternative payment methods – you can simply cancel the order, but please let the buyer know why their order is being cancelled.
How do I manage Returns?
Buyers are entitled to cancel an order even if the goods are not faulty, as long as they contact you in writing within 14 days of receiving their order. Please see our Returns Policy for information about the buyer’s rights to cancel their order.
If your Buyer cancels an order that they have received, you will need to contact them to organise the return of the item. You can wait until the goods have been returned to you (or until the Buyer provides evidence that they have posted the goods back to you) before refunding their order.
How do I issue Refunds?
To cancel a paid order on OwlOnline, you will firstly need to refund the Buyer from the Stripe transaction. To do this, please log into your Stripe account and select ‘issue refund’ from the dropdown menu alongside the transaction.
If you’re not sure when or how much of the Buyer’s payment you should refund, or who is responsible for return postage, read our quick guide to your buyers’ rights and your obligations regarding cancellations, faulty goods and lost items in our Returns Policy.
