Seller Help Centre

How can we help?


Whether you’re looking for tips on maximising your storefront or learning the nitty gritty about shipping, you’ve come to the right place! We’re always here to help and make selling easy.

If your question isn't answered below, our Customer Service Team is here to help.
Send them an email via ( and they'll be in touch soon.


Why should I join eco&me?

eco&me is a multi-seller marketplace platform only for verified brands selling verified
sustainable products. Our platform is centred on the following:

  • Business-friendly terms that give you more profit and faster cash flow
    A level playing field where all sellers compete fairly based on product characteristics rather
    than the lowest price
  • The opportunity to connect with like-minded sustainable shoppers who are happy to pay a
    fair price
  • The opportunity to build a brand and connect with your customers via the platform
Where can I apply to be a seller?

We complete all seller and product applications within 2 days! Click here for a link to our new seller application. The simple process is in two parts and doesn't take long to complete:

  • Part 1: Set up your account. We ask that all sellers have a valid business or company.
  • Part 2: Submit products you would like to sell on eco&me along with documentation
    verifying claims and features of sustainability.
What is the set up process?

Great question! We've created a detailed guide for getting started on eco&me, including tips and tricks to maximise all our features.

Once you've registered as a seller, you can log into your dashboard. From there, you'll need to follow each tab's requirements for the information requested.

How does shipping work?

You have complete flexibility over how you choose to manage shipments, which also means you have full responsibility over handling the costs. We strongly encourage sellers to partner with a recognised courier, especially one that supports carbon neutral shipping. You’re able to set your own rates based on the price or weight of the products, and can choose to offer international shipping based on regional or national pricing. All sellers are required to send out products within 3 days of purchase.

All sellers will be subscribed to

Planet - Carbon Neutral Shipping

where all our shipments are carbon-neutral, as we subscribe to the Planet app, thereby by funding innovative companies that pull carbon dioxide (CO2) out of the atmosphere and store it. We are proud to showcase our commitment to shipping carbon-neutral to all customers. Upon request we can show you our analytics such as our carbon footprint, total delivery distance, or how much carbon we've removed.


Understanding carbon removal

The Planet app neutralizes your shipping emissions and removes carbon dioxide from the atmosphere. Carbon removal is the process of capturing carbon dioxide from the atmosphere and then storing it.

For example, if a truck or a plane that delivers your shipment releases 1 kg of carbon dioxide (CO2) into the atmosphere, and you are subscribed to the Planet app, then Shopify ensures that 1kg of CO2 is also sucked from the atmosphere and stored away using solutions and technologies in a sustainability fund.

There is a fast-growing and evolving sector with many carbon removal technologies in different stages of development. These technologies include nature-based solutions, such as reforestation and soil carbon sequestration and more high-tech solutions, such as direct air capture and mineralization.

What are the fees to join the platform?

There are no monthly fees - the only fee is a referral fee (commission) which only applies when you make a sale plus a USD 0.15 cents per item sold which is paid to Planet for carbon neutral delivery. So no sale, no fee - no fuss! The referral fee is 25% of the checkout value, excluding shipping. You will receive 100% of whatever you charge on shipping.

Ther are no merchant transaction fees, for payment types example: Credit cards, Klarna, Stripe, Paypal, Shopify Payments.

Getting Started

How do I set up my storefront?

As you begin uploading your products, you can use our Product Feed feature to save yourself a lot of time. It allows you to import existing data from other eCommerce platforms, by uploading your product info straight into eco&me. Here’s how: first you’ll need an XML file, which is tech speak for the back end site data that typically includes all your product information such as price, ID, and stock quantity. Once you’ve accessed your XML info, copy that URL. Then on your eco&me store dashboard, go to the Products Tab. On the dropdown menu, select ‘Add Feed Product,’ give it a name, paste the URL of the XML file, and hit save.

What if I already have a shopify store?

Great news, your life will be even easier setting up on eco&me! Our seamless integration will allow you to merge inventory and manage orders between both of your stores. Here’s how: First, on your personal Shopify account, you’ll need to create a Private App. You do that on the backend of Shopify, under Apps on the far left list. Hit “Manage Private Apps” Pay careful attention to this information on the right (API Key, Password, Example URL). You’ll need to reference it again in a few minutes. Toggle back to your eco&me seller panel and go to > Configuration > Seller Synch App Configuration > Configure Details. Here you’ll add in the information from your Shopify account (Store URL, API Key - which you just generated with the Private App). Hit ‘on’ if you use drop shipping or if you would like the system to automatically synchronize new products across both eco&me and Shopify. Once you’re all set up you’ll see a green box in the right hand corner that says ”Import Products.” Click that to start importing your store from Shopify to cerqular.

Importing 101:

Method 1: This allows you to choose a date range for importing goods (so you can leave things out that are too old)

Method 2: You can import each product by its unique ID.

Method 3: Import products by their handle in Shopify.

Customer Data: you have the option to import this, too, which would automatically synch their shipping information, billing address, name and email.

Then you’ll be all set up and synched up on both platforms!

Do you have any other tips for setting up my shop for success?

You should add tags & categories to your store so customers can find you more easily. Think of tags like “keywords” - they’re specific labels that people may search for, like “handmade” or “carbon neutral,” while categories are more broad and directly relate to the product type, such as “skincare” or “groceries.”

Here’s how to set those up: head to your seller panel, then at the top hit ‘profile.’ Then go to ‘my account’ and just before your short store description you’ll see a section for tags. On the right hand side, you'll also see a column with categories - tick the boxes for however many apply to your store.

Do I need to set up any payment providers?

Good news this is already done for you. We accept payment by Amex, Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna.

Do I need to whitelist IP addresses ?

In case you are using any connector add-on with our marketplace, please whitelist the following IPs in your server:-


How do I set up shipping and what are my options?

Follow instructions in the Configuartaion>Shipping Configuration in your dashboard

How do I set up zone based or country based shipping options?

On your dashboard, under the Configuration tab, if you go to Shipping Configuration you’ll be able to choose between Country Wise or Shipping Range. The first will bring a drop down list of countries.

Does the portal integrate with any carriers?

We do have shipping add ons for all the major carriers worldwide that can be activated but the commision will then change to be inclusive of shipping? We recommed you use the carriers already being used for your own websites or stores.

Customer Questions

Can customers ask me questions before buying anything?

Yes! You’ll have to turn this feature on in your admin panel. Here’s how: Go to Multivendor Admin Panel > Configuration > Seller Configuration > Enable this option: “Ask A Question Button on Seller Profile Page.” This will turn on a button at the top right of your storefront. Any time a customer asks something, you’ll get an automatic email letting you know to log-on and respond.

How can you see what they’ve asked? Go to Products > Ask A Question and you’ll see a list of questions to respond to.

If you’d like to set up an additional “Ask A Question” button for each individual product, this is possible, too. You’ll just need to insert 2 short lines of code to different parts of your site. (You’ve got this!) The first piece of code will go into the ‘product.liquid’ template. While you add it in, please make sure not to paste it in the section that says “Add to Cart.” Here is what you copy and paste:

<div id="wk-askme"> {% if customer %} <input id="wk-is-login" type="hidden" value=""> <input id="wk-cust-name" type="hidden" value=""> {% endif %} <input id="wk-id-product" type="hidden" value=""> </div>

Then, add the 2nd piece of code to your ‘customers/account.liquid’ template. Copy and paste the following:

<div id="wk-customer-queries"> <input id="wk-customer-email" type="hidden" value=""> </div>

Voilah! Now you’ll have additional “Ask A Question” buttons for every product. That wasn’t so bad now, was it?

What if they have a question after they order?

Please make sure you update the order with the tracking details, so customers can track their orders in real time. Customers can ask questions anytime.

Can I set up a FAQ page on my store?

Yep! It’s possible to set up an automatic FAQ response so you don’t have to keep answering the same questions. Each FAQ will be displayed on the product page after you turn this option on in the backend. Please note, only customers with a cerqular account can use this feature.

Here’s how: Go to your seller marketplace dashboard. Under ‘Configuration’ hit Ask a Question Configuration. In the second section under “Select Ask A Question Used For,” choose “FAQ” from the dropdown menu. Customers will then see the FAQ button on display right next to each individual product in your store.

Will customer be notified with despatch information?

Yes, we have all major couriers linked in our systems and when you despatch an order and update the order you receive with the consignment number and courier, our sytem will email the customer with notification.

Additional Tips & Tricks

What’s slot pricing?

This is a cool eco&me feature that allows you to set multiple prices for the same product, depending on the customer. So you can reward a loyal customer with a discount for coming back repeatedly, or entice a new customer to come back again. One thing to keep in mind with using this strategy is that it doesn’t also work with any eco&me discount codes on the check-out page.

Customers won’t see anything while they’re shopping, or even know that slot pricing has been activated.

Can I run any deals or promotions?

Definitely! You can choose to offer deals for a collection of items or one specific product. You have full control over how long you’d like to run a deal for, and you’ll be able to see which deals are your best performers in your seller portal.

Am I able to add other teammates to my store front?

Yes you are. You can add them as new staff members by going to your Dashboard > Profile > My Staff. Then you fill in their email address and set a password for them (which they’ll be able to change after sign up). You can also choose to offer only certain permissions to your staff members, restricting access to orders, the dashboard, your profile or product bios if you so choose.

Technical Stuff

What is the AMP add on?

AMP stands for Accelerated Mobile Page and it allows your shop to load quickly on a cell phone. It’s a more basic, much faster version of our website which means the chances of losing customers to slow WiFi connections or low signal are much lower. Integrating AMP is a free add on in eco&me and it doesn’t take up any extra memory.

What’s the PWA add on?

PWA stands for Progressive Web Application which is a fancy way of saying it’s a hybrid between a mobile app and a web page. It’s another free add on with your eco&me store and adding it will help you reach more shoppers. In particular, it’s a great tool for mobile shoppers who don’t like adding lots of apps to their phone. The functionality is faster than a website, but it still allows for push notifications and a sleeker design.

Payment Details

How do I set up my shop for payments?

Payments from your customers will go through the payment connectors already set up on the platform. Customers will have choice to pay by Amex, Visa, Mastercard, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna.

Sellers must complete the payment deatils in the Profile section of the seller's dashboard. All payments to sellers are automated based on these settings.

Get in touch

Have questions about your order, or a general enquiry?