FAQs

Table of Contents

  1. How to Register as a Buyer or Seller
  2. How to Sell / Add a New Product
  3. Updating Seller Shipping Settings
  4. Updating Seller Payment Settings
  5. Adding Tracking Details to an Existing Order
  6. Updating Seller Withdrawal Settings
  7. Activating Live Messaging with Facebook Messenger (Sellers)
  8. Creating Coupons (Sellers)
  9. Seller Staff Management
  10. Seller Verification
  11. Importing and Exporting Product Data (Sellers)
  12. Contacting Us at HypeKloud (Buyers and Sellers)
  13. Creating Support Tickets with Sellers (Buyers)
  14. Requesting for a Refund or Return (Buyers)
  15. Opening a Refund or Return Request with the Admin (Sellers)
  16. Opening a Dispute Request with the Admin (Buyers and Sellers)
  17. Joining the HypeKloud Community

How to Register as a Buyer or Seller

  1. Go to the registration page via the main menu under My Account > Log in / Register or via the footer menu under Important Links > Log in / Register.
  2. To register as a buyer, select ‘Register’ then enter your email address and from the options, select ‘I am a customer’ then click on the ‘Register’ button. Buyers are not required to register and can check-out as guests or optionally create an account during check-out.
  3. To register as a seller, select ‘Register’ then enter your email address and from the options, select ‘I am a vendor’. You will then be prompted to enter additional information.
  4. Enter your first name, last name and shop/store name, then your shop/store url will automatically be generated for you. Enter your contact/mobile number and then click on the ‘Register’ button.
  5. You will then be taken to the Marketplace set-up wizard to set-up your ‘Store’ and ‘Payment’ settings. You can choose to finish the set-up now by clicking on ‘Let’s Go!’ or click on ‘Not Right Now’ and finish the set-up at a later time via the Dashboard.
  6. On the ‘Store Set-up’ box, enter the number of products you want to show per page, your address, and under ‘Store Category’ choose ‘Sneakers’.
  7. On the ‘Payment Set-up’ box, enter your Paypal email address or bank account details where you would want to receive payment, then click ‘Continue’.
  8. Congratulations! You are now ready to start selling. Head to your ‘Dashboard’, which will be your command center on HypeKloud.

How to Sell / Add a New Product

  1. Clicking on the ‘SELL’ shortcut on the main menu (home page) or going to your Dashboard > Products > Add New will take you to the ‘add new product’ page.
  2. Upload Images. You can take pictures via your mobile phone camera and upload them directly, or upload saved photos from your device. As your photos are what we will be using for authentication and approval for posting on the site, we require that you take clear and close-up pictures (with the same background) of the sneakers. Check here for sample photos.
    1. Sides (lateral/medial)
    2. Inside Label
    3. Insole Reverse Side (Recently released pairs bnew w/ receipt exempted)
    4. Insole Stitching (Recently released pairs bnew w/ receipt exempted)
    5. Box Label and Bottom
    6. Inspection Date (inside box)
    7. Front
    8. Rear/Heel
    9. Outsoles
    10. Accessories and other important details (receipt, extra laces, special tags/features, shoe trees, damage, defects).

Important: We also require that you include a watermark or personal identification (ID, personal branding or logo, etc.) on each photo to prevent photo grabbing.

  1. Product Name. Our recommended naming convention is as follows: ‘New/Used_Release Date_Brand_Model_Colorway/Nickname_Size’, e.g. New 2021 Nike Air Jordan 6 Carmines Sz 11 or Used 2020 Yeezy 350 V2 BRED Sz 11.
  2. Add the price and optionally add a discounted price. You can also schedule the date range for when the discount will be applied.
  3. Short Product Description. Some important and relevant product details include:
    1. Condition (BNDS, VNDS, 9/10, etc)
    2. Size
    3. where it was purchased from (e.g. Nike PH release)
    4. Inclusions (e.g. complete set with receipt)
    5. Important details (factory flaw, defect, etc).
  4. Select a product category from the drop down, e.g. Sneakers > Nike or Sneakers > Yeezy.
  5. Optionally add product tag/s, e.g. Jordan 6, Carmines, Yeezy BREDs
  6. Choose Create Product to save or Create & Add New to add another product. The product/s will then be submitted for review by the admin.

The admin will also add additional attributes, like colorway, condition and size based on the info provided to improve searchability on the product search or shop page filters.

Updating Seller Shipping Settings

  1. To update seller shipping settings go to your Dashboard > Settings > Shipping.
  2. HypeKloud allows you to either configure ‘Shipping Zones / Regions’ and their respective ‘Shipping Methods’ or click on ‘use the previous shipping system’ to set per quantity and per additional quantity shipping rates.
  3. If you are located within Metro Manila (Greater Manila depending on your shipping provider), you need to configure ‘Metro Manila’ and ‘Locations not covered by your other Zones’ as ‘Shipping Zones’. If you are outside of Metro Manila, you only need to configure ‘Nationwide’ shipping.
  4. To configure, click on ‘edit’ under the ‘Shipping Zone’, then on the succeeding screen, click on the status slider to activate ‘Flat Rate’ and/or ‘Free Shipping’ shipping method/s for the chosen shipping zone and click on ‘Save Changes’.
  5. Click on ‘edit’ under the ‘Shipping Method’ to edit the flat rate amount for ‘Flat Rate’ or the minimum purchase amount to activate ‘Free Shipping’. Click on ‘Save Changes’ once done.
  6. For the flat rate amount, you can indicate under ‘cost’ the cost * [qty] to multiply the flat rate by the quantity of items purchased, e.g. ‘200 * [qty]’ will charge the buyer 200PhP multiplied by the quantity of items purchased. Indicating only a ‘cost’ will charge the same flat rate amount regardless of the quantity purchased.

Updating Seller Payment Settings

  1. In order to ensure secure, convenient and on-schedule seller payouts, all seller payouts on HypeKloud will be done via Paypal or bank transfer. HypeKloud currently charges no admin fees for selling on the site, however Paypal charges a minimal fee associated with their terms of service/use.
  2. You can go to your Dashboard > Settings > Payment to indicate your Paypal email address or bank details. By default, HypeKloud will list your account email address as your Paypal email address.

Adding Tracking Details to an Existing Order

  1. Go to your Dashboard > Orders then click on the specific order you want to update.
  2. At the bottom of the page, click on the ‘Tracking Number’ button and enter the ‘Shipping Provider Name or URL’, ‘Tracking Number’ and ‘Date Shipped’ then click on ‘Add Tracking Details’.

Updating Seller Withdrawal Settings

  1. Sellers can submit withdrawal requests through the Dashboard > Withdraw > Withdraw Request.
  2. In order to request for a withdrawal, a seller’s current balance must meet the set minimum withdrawal amount (5,000PhP) and withdrawal threshold (2 days).
  3. Withdrawal requests related to orders or items that are part of refund or return or dispute requests will be put on hold until the request is finalized.
  4. Withdrawal requests will be approved and respective payments transferred within 3 business days.

Activating Live Messaging with Facebook Messenger (Sellers)

  1. As a HypeKloud seller, buyers can get in touch with you in several ways. A buyer can contact or get in touch with you via the i) Product Enquiry option on the product information tab, ii) by sending a message via the ‘Contact Vendor’ section of your store sidebar iii) via the ‘Store Support’ button on the store menu or iv) via the Chat Now (Live Chat) button on the store menu or product page.
  2. The first 2 options are already pre configured for you, however you will have to configure a few settings on your HypeKloud Store Settings and your Facebook Page’s messaging settings to enable Live Chat with Facebook Messenger.
  3. Go to your Dashboard > Settings > Store Settings and at the bottom of the page select ‘Enable Live Chat’. Once we’ve gone over your Facebook Page’s settings, you will have to paste your Facebook Page ID on the space provided.
  1. If you don’t already have a Face Page, you will need to create one. Follow the instructions on this link https://www.facebook.com/help/104002523024878.
  2. Now that you have your Facebook Page, go to your page’s message settings through Page Settings > Messaging then under ‘Start a Messenger Conversation’ you will see your messenger URL. Copy only the numeric part, and paste it on your Store Settings on the space provided for Facebook Page ID, as shown in step 4. Click ‘Update Settings”.
  1. Then under ‘Add Messenger to your website’, click on ‘Get Started’.
  1. Just click ‘Next’ until you reach the ‘Set Up Chat Plugin’ (4th step) and on the top left of the page, under ‘Website Domain’, attach your full store URL. E.g. https://hypekloud.com/store/your-store-name/ and you’re all set!
  2. Now when a buyer sends you a live message via the ‘Chat Now’ button on your product or store pages, you will receive them directly on your Page’s Facebook Messenger.

Creating Coupons (Sellers)

  1. Creating / providing coupons is great for seller promotions, special offers and even to provide discounts as part of negotiations.
  2. You can create coupons through the Dashboard > Coupons > Add New Coupon.
  3. You need to add a coupon title, set either a fixed or percentage discount type, add the discount amount (e.g. for fixed ‘500’ for 500PhP and for percentage ‘10’ for 10%) and select the applicable product/s.
  4. Optionally, you can also choose to add a description, email restrictions, usage limit, expiration date, minimum amount and to show the coupon on your store page. You can also provide exclusions to sale items or specific products.

Seller Staff Management

  1. This allows sellers to create ‘Staff’ accounts that will have access to their stores and manage their level of access.
  2. To create / edit / delete staff accounts go to your Dashboard > Staff.
  3. You then will have the ability to add or create a new staff account, edit or delete an existing account or manage permissions (level of access) for specific accounts.

Seller Verification

  1. All HypeKloud sellers MUST complete ‘ID Verification’ and optionally ‘Phone Verification’, ‘Address Verification’, and ‘Social Profile Verification’ (Facebook).
  2. To complete the seller verification process, go to your Dashboard > Settings > Verification.

Importing and Exporting Product Data (Sellers)

  1. As a seller, you can easily back-up or restore product data (csv file) via the Import and Export tools.
  2. Go to Dashboard > Products and choose between the ‘Import’ or ‘Export’ options.
  3. To create a back up csv file of your product/s, click on ‘Export’, choose the columns and product types you want to save (default setting lets you save all columns and types) and click on ‘Generate CSV’.
  4. Clicking on the ‘Import’ option lets you import an already saved csv file, you can choose to map csv fields to products or just proceed and ‘Run the Importer’. You should see a confirmation message once your back-up is imported.

Contacting Us at HypeKloud (Buyer or Seller)

  1. The Contact Us page provides a great way to get in touch with HypeKloud directly.
  2. You can access the Contact Us page via the Main Menu > About > Contact Us or under the Important Links section of the website footer.
  3. Just type your name (first and last), email address and choose the contact reason from the dropdown menu.
  4. Reasons for contacting include:
    1. Support Request
    2. Dispute Request
    3. User Feedback
    4. Collaboration
    5. Others
  5. Specify the Reason and include further details on the message box.
  6. We at HypeKloud value your input and will try to get back to you as soon as possible.

Creating Support Tickets with Sellers

  1. Buyers can directly create Support Tickets with Sellers via the ‘Store Support’ button from the seller store menu.

Requesting for a Refund or Return (Buyers)

  1. Buyers may directly reach out to sellers for refund requests on purchased products through the various communication channels available on the site or via direct communication (email, mobile).
  2. The different communication channels available include the ff: i) the ‘Contact Vendor’ section of the vendor’s store sidebar ii) via the ‘Store Support’ button on the store menu or iii) via the Chat Now (Live Chat) button on the store menu.
  3. Make sure to include all important  information like the Order#, product and reason for the refund or return request along with all supporting documentation / proof. Please review the HypeKloud Refund and Return Policy for eligibility.

Opening a Refund or Return Request with the Admin (Sellers)

  1. If a buyer sends a refund or return request for a specific item, a seller must either approve or reject the request, based on the HypeKloud Refund and Return Policy. Please review the HypeKloud Refund and Return Policy for eligibility.
  2. If the seller approves the request, he/she can process the refund by going to Dashboard > Orders and selecting the corresponding order number.
  3. Once inside the order, click on the ‘Request Refund’ button.
  4. The seller then needs to enter the refund amount (item value plus shipping if the buyer paid for the shipping cost) and reason for refund and click on ‘Submit Refund Request’. For orders with multiple items, the seller must specify the item qty. and total.
  5. Wait for the admin to process your refund request. Once refunded the order status will be updated to ‘Refunded’ (for fully refunded orders), in case there are multiple items in the order, the status will still reflect ‘Completed’, but should still show ‘refunded’ and the corresponding amount on the order total.

Opening a Dispute Request with the Admin (Buyer or Seller)

  1. At HypeKloud, we’ve defined very specific policies in order to protect the interest of all our members and to provide a safe, fair and orderly place to buy and sell sneakers and interact with other sneakerheads online.
  2. We recommend that any dispute between buyers and sellers be resolved amicably with the help of these policies. That said, if a resolution is not met, HypeKloud offers to mediate and rule on behalf of both parties.
  3. Buyers and sellers can open a Dispute Request with Hypekloud via the Contact Us page. See guidelines on how to Contact Us at HypeKloud.

Joining the HypeKloud Community

  1. Browsing through the topics and posts on the HypeKloud Community is open to the public. However, non-members are not allowed to post or respond to any of the topics or posts.
  2. Signing-up as a Buyer or a Seller at HypeKloud automatically makes you a member of the community and allowed to post or respond to any of the topics or posts.
  3. You will also be notified via email for new responses to any of your posts or updates to forums you’re subscribed to.