The Comprehensive Mellster Checklist

melltoo Pay n ShipSeller Section

Congratulations, you have just accepted an order on the Melltoo Marketplace app!

We will now proceed to process your product(s) for collection and delivery to the buyer.

1) Packaging

Prepare your item for packaging accordingly. If it’s fragile (glass, electronics), please wrap it plastic bubbles and mention to the courier companies your item is fragile.

Unfortunately, Melltoo Marketplace and shipping partners are only limited to transporting parcels. If an order breaks during transportation due to improper packaging, it remains the responsibility of the seller. We’re unable to refund you for damages.

When returning an item to the seller, the buyer is responsible to properly re-package the item if they had opened it.

More information at How do I prepare my item for shipping?

2) Shipping

The collection procedure does only take place when we receive comprehensive delivery information from the buyer (detailed location + functioning phone number).

Please energize your buyers to speak to us and message us their addresses quickly after their purchase.

Your products may be collected separately by different companies according to schedule and daily pick-up capacity.

Current shipping partners are:

  • Skynet
  • TFM
  • Airborne
  • Posta Plus

This list may change any time. We will continue to update our operations policies accordingly.

What if I’m not available?

We understand you may not be available during particular times or dates. Please speak with the courier people and us directly about your earliest date of collection.

We do not tolerate more than a 3 day delay and 2 attempts for pick-up. In the unfortunate case of no response, we will cancel your order(s).

3) Giving an item for collection

Melltoo Marketplace books items for collection according to order placement date and pick-up capacity. This means that even if your orders were purchased on the same date or close dates, they may be booked for collection by two or more different companies. (!)

Airway bill

An airway bill is a piece of paper a courier personnel will give the seller when they pick up their items. Every airway bill has a reference number. The bill contains the username of the buyer on Melltoo Marketplace + the order ID of the particular transaction.

Every order ID is usually booked separately.

Confirmation emails

Every time, we book an order for collection on our backend system, we send an automated email to both buyers and sellers that contains the name of the shipping company + order ID + Item name + airway (delivery) bill reference (number) + if possible a link to track the status of the delivery online.

If you don’t receive a confirmation email to your registered email address on Melltoo Marketplace in less than 3-4 days since order placement, this means the buyer’s info is missing (or yours!). Please speak with the buyer and speak to us.

Melltoo Marketplace customer service does not provide delivery status updates on behalf of the shipping companies. Please speak with the shipping companies (numbers below!) since they control their own shipping schedules.

Be careful !

Airway bills is your guarantee that you have given your items for collection by the shipping company. You have the right to refuse to give your item if the shipping courier comes without an airway bill that has your order ID.

Do not absolutely give out your item to the wrong shipping company. Always ask the courier personnel which company they work for or ask your intermediary (apartment building security, maid, friend, child, spouse, etc.)  to check with them.

We will try to retrieve your misplaced order if you do happen to give it up without an airway bill, but neither Melltoo Marketplace or the shipping company are responsible for your loss.

3) Delivery

Delivery takes 2-3 days on the best days. Typically, the shipping company will check your item at their station nearby the delivery address for one day and deliver your order on the next day.

Deliveries are often delayed because of nonattendance from the buyer. Buyers simply don’t pick-up their phones sometimes or delay a delivery. Please remain in constant contact with your buyer and ask them to not delay delivery of your orders.

Buyer section

Picking up items

Some sellers may delay collection of their items because of their own availability schedules. We cannot control this situation. If you’re in a hurry, please ask your seller personally to speed up the collection of items.

Confirmation emails

Every time, we book an order for collection on our backend system, we send an automated email to both buyers and sellers that contains the name of the shipping company + order ID + Item name + airway (delivery) bill reference (number) + if possible a link to track the status of the delivery online.

If you don’t receive a confirmation email to your registered email address on Melltoo Marketplace in less than 3-4 days since order placement, this means the seller’s info is missing (or yours!). Please speak with the seller and speak to us.

Melltoo Marketplace customer service does not provide delivery status updates on behalf of the shipping companies. Please speak with the shipping companies (numbers below!) since they control their own shipping schedules.

Delivery

Please be at available at the earliest. Shipping company can only call day of for delivery. If you can’t receive an order on a specific day, try not to delay order by no more than 3 days. If you’d like to request an address change, please speak to us first.

What if I’m not available?

We understand you may not be available during particular times or dates. Please speak with the courier people and us directly about your earliest date of collection.

We do not tolerate more than a 3 day delay and two attempts for pick-up. In the unfortunate case of no response, we will cancel your order.

Return

You may only request to return an order once if you’re using referral credit. You can return up to 3 times any orders that are paid for 100% with credit card or cash on delivery.

To be able to return an item, we have to initiate return procedures first. This mean that we have to contact you first to provide us with a reason, then, if agreed to, we will book your return request with TFM shipping company in the following days.

You receive your return when a seller receive back their order. Return fees are levied if you have used free credit. We will inform of the return fees each time.

If you return an item to the seller without going through above procedure, we will not count that as a return and we will not refund.

For more information, read our return policies at http://melltoo.me/faqs/policies

Customer service numbers

  • SkyNet Customer Service 04 282 5999. Celine is ext 3220
  • Airbone Customer service: 04 257 9900
  • Posta Plus Customer Service:  04 701 8600
  • TFM Customer 04 294 3944 Jessie  ext 6310

Customer service available from 9am to 5pm from Sunday-Thursday.

Other resources:

My item is sold. Now what?

How do I get paid?

How can I pay?

What is the “Referral Program”?