Rakuten.com Merchant Manual

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1 Rakuten.com Merchant Manual 1

2 Table of Contents Signing into your Account..3-4 Manage Shipping Settings 5 Adding Header & Footer.6-9 List/Create a Product o Create listing.11 o Create New Product...12 o Core Information..13 o Main & Additional Images...14 o Category Attributes...15 o Product Listing..16 View Incomplete Products...18 Manage Listings Upload Feed.21 Download Listings 22 Validate Feed...23 View Your SKUs...24 View New SKU Feed File Errors...25 Manage Orders o Shipping 28 o Refunds.29 o Cancellations Print Packing Slips...31 Download Open Orders 32 Search Payment Statements...33 Reporting 34 Download a Detailed Listing Report...35 Manage Notification Settings...36 Manage Information & Polices Manage Feedback Manage Performance Profile.. 39 Manage Shop Settings. 40 2

3 Signing into your Account Sign into Seller Account or RMS Portal: On the top right-hand side you will see Login. Click on this and choose, My Account from the dropdown options: You will then be prompted to log in. On the next screen, towards the bottom of the page, click on the Your Seller Account : Once you have registered, entered your bank account information and agreed to the shop owner agreement, you can then start building your store and listing items. 3

4 You will then be in your portal. You will be provided a Shop Owner/Seller ID # that is used to reference your store internally. This is located on the top right of your portal. 4

5 Manage Shipping Settings The 1 st action you will need to do is set up your shipping settings. Once in your portal, click on Manage Shipping Settings, under Account Settings. If you click on the Show more help. link in blue, the information provided will be very helpful. You can add a new definition by clicking the Add New Shipping Definition link. The next pop-up will allow you to choose options from the dropdowns. If you click on the red circle icons, you will be shown more details on what this field means. Once you have completed this section, click Add Band. You will know if your definition has been saved if it now shows on the main page. Note that any shipping fields sent through a feed will override this section. As a result, please make sure to leave all shipping columns blank if you would like these settings to be reflected. 5

6 You will then need to add your header and footer. o Header: logo image o Footer: contact information/description Login to your portal and you can add these by clicking on Account Settings then Manage Shop Settings. This will take you to your Shop Manager portal. 6

7 From here, click on Manage Home Page from the Pages dropdown option. On the top right, click on the Edit This Page button. To add the header (brand logo), you will need to click on the 1 st pencil icon on the top right and then click on the Edit Content. Then click on the paper clip and choose Image Manager from the dropdown. Then click on the Upload link on the top. This will take you to the following pop-up in which you can then select/browse for the image you want to add. Once you have added the image you want, click the at the bottom left. Then click on the image you want so it shows on the right. 7

8 If it is correct hit on the bottom and it will show as such: Once you have the correct header (logo), you can then hit the save button at the bottom. If it has successfully been added, it will show as such: To add the footer (contact info), scroll down the page to the last pencil icon and click on the Edit Content. 8

9 On the next pop-up, you can follow the same instructions that were previously indicated for adding the header or you can simply type in your description. Feel free to change font, font size, color, etc. This has functionality similar to Microsoft word. Once you have entered your description, hit save. If your description has been successfully added, you will see it on the bottom. Once these have been successfully entered, you can then click on Close Edit Mode. Note that when updates are made, it may take a few moments for the page to refresh. We recommend watching this helpful video: 9

10 List/Create a Product To add new products to your catalog, click on List/Create a Product within the Manage Products section. There are now 2 different methods of adding products on the site: 1. You can manually list a product one by one (covered in this section). 2. You can bulk upload products (covered in the next section). This page allows you to search for an existing SKU to base your product from. You can search by SKU, UPC, Mfg. name, Mfg. part number or Title. In this example, necklace was entered for the Title. You can click on the details provided to view the image and attributes associated with that listing. If the search locates an existing item that you are wanting to list, you can then click on the Create Listing action link. If you do not see the item that you want to list, you can then click on the Create New Product button. 10

11 Create Listing From here, you can enter details about your item. Note that the all the core information that is used (image, descriptions, features) will be obtained from the original creator of the item. Condition: This field refers to the quality of the product (Is it brand new, refurbished, or has the product box been opened?) Sell Price: What price do you want to sell your product at? Quantity Available: How many of this product do you have in your inventory? Reference ID: the alpha-numeric string that you will receive when you get the order, in order to know what to ship out. This reference ID is decided by you, the merchant. MAP & MAP Type: If you have any MAP agreements, you can fill in this field. If you do not know what MAP is or do not have any MAP agreements, you can leave the field blank. Ships From: Where is your item shipping from? Comments: This is not for your product description. This is a field where you can add notes on whether your product is new in box, open in box, or manufacturer refurbished. Shipping Options: You can set your shipping rates with the options in this section. Once all required fields (*), are entered and show no errors, you can then hit the Submit Your Product button. If you click Save Product Changes, this will save the information you have entered and allow you to complete at a later time. If you have successfully linked your product to the already created listing you will receive the following message: 11

12 Create New Product This function allows you to create a brand new item that is not currently in the Rakuten catalog. First, select the department that your product will be listed under from the drop down menu. Second, select the category your product belongs in. You can do this by either searching for the product type in the search bar, or you can click on the browse tab and select a category based on the department you selected earlier. Once the department & category are chosen, you can then move to the next tab, Core Information. 12

13 Core Information On this tab you will enter key information that will help you and your customers locate an item. Mfg. Name: The name of the brand/manufacturer that creates this product. Your brand name if you are the creator. Mfg. Part Number: The unique product id assigned to the product by the manufacturer. UPC: Universal product code which must be digits in length. We use the same check digit algorithm as the GS1. o o If your product does not have a UPC and you are listing in the apparel category, you may leave this field blank. If you are listing in any other category, you may request a UPC exemption by ing our Merchant Success team at mpsuccess@marketplace.rakuten.com once you have a seller account with us. Seller SKU: An arbitrary, merchant specified, alpha-numeric string uniquely identifying the product. This will be used by the merchant in subsequent files to refer to the product. Title: The name of the product as it appears on your website. Please do not use all caps. MSRP: Manufacturer suggested retail price. This price will not be used in your Marketplace listing. Weight: Weight of your product. If the weight is under 1 lb., please input 1lb. Description: Text describing the product and its features this should be the same or similar as descriptive text as it appears on your website. Should be one block of text or a single paragraph. Do not include HTML, tabs, bullet points, carriage returns, special characters or multiple paragraphs. Features: The technical features of the product. Bullet points will automatically be added between features, so be sure to use a new line for each new bullet point. Once you have completed all required fields (*), you can then add images for products by clicking on the Main & Additional Images tab. 13

14 Main & Additional Images On this tab, you can add images for your product by clicking on the Upload link or by pasting a URL link. The main image is required, but you can add up to four additional images. Please be aware of the product image guidelines indicated. Once all images have been added, you can then move to the next tab, Category Attributes. 14

15 Category Attributes This tab is where you will be indicating size, color, etc. You are only required to fill out those attributes that indicate (required) next to it. If you are using product set, then you will also be required to fill out those attributes that also indicate (variant) next to it. What is Product Set? Product set: You need to treat each product size, color, etc. as totally separate products. Each item added, will be for 1 color and 1 size. You will not be able to click multiple colors, sizes, etc. As a result, you will need to create a new listing for each color and size combo. Use the 'product-set-id' to group these products together. All the products with the same style will have the same product set-id data, which will group them together on the same web page with drop down menus for size, color, etc. All the styles you are grouping together need to have the same title. This means you will need to take color and size descriptions out of your titles. You can use whatever you want as your product-setid, but be VERY CAREFUL and make sure to keep track of which items you are grouping together with each product-set-id because many merchants have accidentally grouped the wrong products together. Once you have filled out your category attributes, click the next tab Product Listing to continue. 15

16 Product Listing On the next screen, you will then fill out some listing details and shipping settings for that specific SKU. Condition: This field refers to the quality of the product Reference ID: the alpha-numeric string that you will receive when you get the order, in order to know what to ship out. This reference ID is decided by you, the merchant. We highly suggest that your reference ID be the same as your Seller Sku. Sell Price: What price do you want to sell your product at? Quantity Available: How many of this product do you have in your inventory? MAP & MAP Type: If you have any MAP agreements, you can fill in this field. If you do not know what MAP is or do not have any MAP agreements, you can leave the field blank. Ships From: Where is your product shipping from? Comment: This is not for your product description. This is a field where you can add notes on whether your product is new in box, open in box, or manufacturer refurbished. Shipping Options: You can set your own shipping rates with the options in this section. Keep in mind that the shipping settings that you already entered through your portal indicated on page 5, will already be shown in this section. You can however, update the shipping settings for this specific listing only if needed. Once the all tabs have been filled out, you can click the Submit Your Product. 16

17 If any required information is missing or filled out incorrectly, an error message will pop up: To fix the errors, go to the tab indicated and the missing field will be indicated in red. Once all errors are fixed, click Submit your Product. If your product is successfully submitted, you will receive a listing ID and SKU # (Similar to the message shown on page 11). Once the product is successfully created, you will be able to see it within your portal by clicking on Manage Products > Manage Listings and searching for the item. Please allow up to 24 hours for the item to be live on the site. We recommend watching this video on listing/creating an item: 17

18 View Incomplete Products This is section will show any products that you started but were unable to complete. You can finish filling in your product attributes by clicking View Incomplete Products located under Manage Products. Once you have found the product you would like to edit, click the Edit link to continue. You also will have the option to delete this product by clicking the Delete link. 18

19 Manage Listings To view your all your listings, click Manage Listings under the Manage Products section of your RMS Portal. You can search by UPC, ISBN, Rakuten.com Shopping SKU, Seller SKU, Reference ID, or Listing ID by using the drop down menu. You can also indicate the search value and by the status of the item. Once you hit the Search button, your listings should show up underneath. If you update the quantity or price be sure to select Save Listing Changes Note that you are unable to completely delete an item. You will only have the option to update the qty to zero which will show the item as Sold Out. 19

20 If you click on any of the Listing ID number, you will be able to update reference IDs, comments, pricing, MAP, quantities available, and shipping settings. If you click on one of the SKU #, you will be able to update the product information, features, and product images: Make sure to click save on the bottom if any updates are made. We recommend watching this helpful video: 20

21 Upload Feed You can choose the file to upload using the dropdown menu. Inventory Listings: This will load your inventory listings on skus that already exist in our catalog or for new sku creation files that have already been verified. This file can also contain additions, modifications, and/or deletions to your current inventory that is listed already. We recommend watching this helpful video: Shipment Confirmation: This file will confirm orders listed as shipped. Please note that this is critical to the order process. All orders that are shipped must be confirmed. Once orders have been ship confirmed, your account will be credited for the orders you listed. An auto- will then be sent to your buyer with this shipment information. Refund: This file allows you to credit buyers directly. You can refund only after orders have been ship confirmed. An auto- confirming the refund will then be sent to your buyer. Cancellation: An order may be cancelled, if you are unable to ship an item or your buyer requests a cancellation AND the order has not been ship confirmed. An auto- confirming the cancellation will then be sent to the buyer. Feed Specifications: For new SKUs, please read the specification requirements at this link: Please make sure to Click here to view your file upload results to verify that your feed was successful. Click on the file type that you uploaded. To check the results, it will have the same name as the file you uploaded but with.resp at the end. If it indicates 1 by every item, then your feed was successful. Fix any errors indicated and then resubmit. If you are unsure of any errors, contact MPSuccess@marketplace.rakuten.com 21

22 Download Listings This section allows you to download all your current listings on our marketplace. You can do this by choosing what version you would like from the dropdown option, then clicking Request Export Download (These options are virtually the same thing). Your file may not download automatically as our system will need some time to generate the report. Depending on how many items you have listed. Click the Check Export Status once a few minutes has passed. Once the report is ready, you can then click the ListingDownload.zip file provided. This downloaded document can be submitted as an inventory feed. Which is helpful when you need to make any qty or price changes to an item. In which you would then send to MPIntegration@mail.rakuten.com to process the feed for edits to be reflected. 22

23 Validate Feed If you are uploading a new SKU feed, this section will allow you to check for any errors on your feed before submitting it. Click the Browse button to begin, and select the file you would like to validate. Once you choose the file, click Submit File for Validation. A link to the Error Log will appear on this page once validation is complete. If validation failed, the Error Log contains the specific lines where errors occurred and what the errors were. Many errors are self-explanatory but for any that may need additional explanation, the link below will assist for instructions and examples of most commonly asked about errors If validation was successful, meaning no errors were noted in your Error Log, you can your feed to MPIntegration@mail.rakuten.com for sku creation and processing. Please make sure to your feed in text tab delimited format. 23

24 View Your SKUs After you have uploaded any new SKUs, you can view them in this section. Please note New SKUs may not be available for up to 2 hours after you have loaded your New SKU information. You can search for a specific Seller SKU or Rakuten Sku by entering it in the search box. Or you can just click the Search button to view all SKUs. You can then follow the same steps as shown on page 11 to list your items. 24

25 View New SKU Feed File Errors This tool allows you to check on SKUs you uploaded to see if there were any file batch errors. You will not really use this tool, unless you are working with feeds, it passed validation with success, but still has an error uploading. Meaning that they do not show in view your skus or you are unable to list. Enter your new SKU batch file error information and click the Search button. 25

26 Manage Orders This page will allow you to manage you orders; view, cancel, ship, etc. You have many options to search for your orders. Please note that not all of your orders may show if you do not fill in the order date range or the order status. Also note that, you will receive an when an order is submitted but this does not mean that the order has been released to you yet as it may be in our verification process. As a result, do not ship out an order until it is searchable. When your orders appear, you can choose to export all orders into by clicking the CSV button. 26

27 Once you have located the order that you are looking for, click the Order ID on the left to manage the order. You will then be directed to the order details of your order. In the event that you need to contact your buyer, you can use the encrypted buyer provided under Order Information. 27

28 Shipping Once you are ready to ship your order, you can enter the ship qty, ship date and tracking number here: You can choose the shipping carrier you are using from the dropdown options provided. Once all information has been entered, you can then hit Save Changes. This will send an automatic to the customer informing them that their item has shipped along with the tracking details. You can still provide a packing slip. This is discussed on page

29 Refunds In the event that a refund needs to be issued, click on the Refund link: On the following page, select the reason for refunding the order. Enter the amount you would like to refund. This can include the shipping or not. Note that when an order has not shipped yet and is cancelled, you cannot & should not issue a refund. This is because the customer is not billed until the order ships. You will simply just need to cancel the order which is shown on page 30. Also note that the refund functionality will not be available on an order after 90 days. If this timeframe has passed and you would like to issue a refund, you can contact our team at merchants@mail.rakuten.com for assistance. 29

30 Cancellations If you need to cancel an order due to a customer request or for internal reasons, you can also do this here: Just enter the qty to be cancelled in the required field. Once you have entered the qty, click Save Changes. This will send an automatic to the customer informing them their order has been cancelled. If the customer will be unaware of why their order was cancelled, we ask that you please contact merchants@mail.rakuten.com so that we can note the reason. Please keep in mind to update your stock qty if an order was cancelled due to unavailability. 30

31 Print Packing Slips This tool allows you to create packing slips for your orders. Start by searching for your order similar to the Manage Orders tool. Once you have located the order, click the Create Packing Slips button. 31

32 Download Open Orders This tool allows you to manage all of your open & closed orders at once, whereas the Manage Orders tool allows you to manage orders one by one. 32

33 Search Payment Statements This tool will allow you to search your payment history of each time Rakuten.com pays you. You can search by date range (the first drop down menu), or by Order ID or Payment ID (second dropdown menu). Your pay statements should show up similar to the screenshot below, where you can see how much the buyer paid, the commission, the per item fee charged, the shipping fee, and a sum of total fees. If you click on the payment ID (located on the far left column), you will be able to see the Payment Summary for each transaction. You can also export the payment history by clicking the CSV button outlined in the screenshot below: 33

34 Reporting You will have insight on how your store is doing by viewing the reports that are made available. Reports that are viewable: o Detailed Sales Report o Monthly Sales o Sales By Category o Referrals o Customer Analysis o Number of Purchases o Average Order Value o Trend Analysis o Category GMV Trend o Top Selling SKUs o Download a Detailed Listing Report Some of the reports you can even choose to export and save onto your computer. 34

35 Download a Detailed Listing Report This tool will allow you to download all your currently posted listings in detail. This will include all info such as UPC, mfg. name, mfg. number, title, seller SKU, etc. You can choose to download all open listings only or you can also include closed listings by clicking the option below. The report may not download automatically as it depends on how many listings you have. You can click the Check Export Status button periodically until the blue DetailedListingDownload.zip file is provided. 35

36 Manage Notification Settings This page will allow you to enter all address associated with your store. This is helpful if you would like different s sent to different address. Escalation this will be the address that our team will reach out to if needed. Order this will be the address that will be sent new order notifications. Inventory this will be the address that all inventory issues will be sent to. Account Management this will be the address that receives any high importance notifications. This will also include the daily sales report . 36

37 Manage Information and Policies This page will allow you to enter all important information and policies about your store. Shop Owner Description: you can enter your brand description here. Customer Service Information: we ask that you enter contact information & hours here so that customers can reach out to you if needed. Shipping information: your standard shipping information. Tax Policy: enter your taxable states. Note that since Rakuten.com is based in California, we will collect taxes and remit on your behalf. Return Policy: you can enter your return policy here. Note that whatever you enter here will be made public on the site. Manage Shipping Settings is located on page 5 37

38 Manage Feedback This page will allow you to view all feedback that has been left by your customers. You can view the breakdown of each feedback (positive, neutral, negative). You can also search by the feedback date and sort by Date entered, Rating ID, Listing ID or Order ID. Your search will then show the feedback comments and rating left for the timeframe you choose. 38

39 Manage Performance Profile This tool allows you to view your store s performance on our marketplace. You can see performance profile for feedbacks, orders (fulfillment, cancellation, refund) and order defects. The targeted rate for each section is displayed, as we notify and suspend sellers who fall below targeted ratings. Good to go!. Needs to be addressed. Getting close to well beyond target. Will be notified. Needs to be fixed. Well below the target. Possible suspension. 39

40 Manage Shop Settings This tool allows you to build your custom shop. This is a tool that has been created in an effort to further empower your business and to help you improve sales and brand recognition. Please refer to this quick start guide and video tutorial for this section: This will also be where you added your header and footer that was discussed on pages 5-8. Have fun and feel free to be as creative as you like. This is your opportunity to really show customers who you and your business are! 40

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