3. Frequently Asked Questions

For which countries, Trendyol offers Marketplace model?

Currently, we offer Marketplace model in Germany but we have a fast expansion roadmap for Europe and UK. New country launches will be informed through Seller Center and emails to sellers working with us. If you are not already working with us, you can check here for new information later.

Does Trendyol offer free shipment and return to customers?

Shipments over 30€ is free and all returns are free to customers. (30days return policy)

How is the pricing of the products determined?

Prices of the products are solely determined by the sellers and can be updated any time by them through their integrators.

How is the product informations translated?

We are responsible for all translations on our websites. You should fill all product information in English when listing a product. There are predefined values to be chosen for most of the product information fields and Trendyol has the proofed translations of these values. So, the translations will be reflected to different language options automatically.

Who pays the shipment and return fees?

Seller pays for both shipment and return fees based on their agreements with the carrier companies.

How can I see the payment details?

You can login to Trendyol Seller Center with your credentials and select Invoice Listing under Finance tab for commission, sales and any other invoice details.

What is the value proposition of TY?

Trendyol offers extensive benefits to our partners on our platform listed as below:

Strong marketing support
Attractive commercial terms
Ability to showcase their brands
Analytical performance tracking
Dedicated account management
fast inttl. expansion

More information will be displayed on "Trendyol Academy" soon.

What are the costs of TY's MP?

Please see commission rate card on "Trendyol Academy" soon or in company presentation.

What are the product listing requirements?

Soon on "Trendyol Academy", till then please see presentation "platform requirements"

Can I list products offered by other sellers?

Yes, Trendyol works as single catalogue and has buybox. For each product, the buybox winnerseller according to Trendyol Buybox algorithm ruleset will be shown to customers.

What are the logistic requirements?

Please click here to see all logistic requirements contents on Trendyol Academy. For specific topics you can click on the subjects below and see related content.

Delivery
Return
Carrier options
Parcel
Necessary documents in parcel
Customer claims and reclamations

Do I have to manage customer claims?

Customers contact only with Trendyol for their claims. When there is a request for seller or action needed to be taken by seller, Trendyol Customer Support team opens a ticket to seller and expects to get a response within 48 hours.

How long does it take to be onboarded on the TY's MP?

Once you fill Seller Onboarding Form and provide necessary documents, an internal process for checks and approvals start. It takes approximately 1-2 weeks depending on the accuracy of the information and the availability of the teams.

How long does it take to list a product on TY's MP?

If all requirements of listing are met, it takes approximately half a day to list a product to Trendyol Platform.

Do I get a dedicated account manager on TY?

Yes, a dedicated account manager will be in contact with you for onboarding and listing processes and will support you for additional needs.

How do I get support if I have a problem?

Trendyol provides dedicated seller support agents for day to day problems, requirements and questions who can be directly reached via Seller Chatbot.

Does TY offer marketing services?

Trendyol does not currently offer Marketing Services but it is planned to go live in 2023.

How can I track my sales & performance on TY?

You can login to Trendyol Seller Center with your credentials and check your Sales, Cancelled and Returned reports under Reports tab.

FBT Model Frequently Asked Questions

What is the advantages of working with FBT program?

By being a part of FBT program:

You can easily join the system, you will be ready to send your products to Trendyol's Poland warehouse just in a few days
It is very easy to track your brand's performances from your seller center screens
When an order is placed, Trendyol's very professional operations teams do all the work
And finalliy, all you will focus on be growing your business in Europe

What are the services I will receive from FBT?

The services that you will recieve by FBT program:

Inbounding: Counting, receiving, preparing and storing items in Poland warehouse.
Storing: Carrying stocks in Trendyol warehouse.
Outbounding: When an order is placed preparing, packing, shipping your items to customer.
Return Management: When customers send products to Trendyol warehouse, controlling, re-packing and shelving your items.

I decided to join FBT - what should I do now?

You can send an email to [email protected].
Our category team will contact you if there is no problem after reviewing your e-mail and direct you about the application next steps.

What are the necessities to join FBT program?

After category team's approval, in order to start process, your company has to have EU Entity, Polish VAT Number and EPR Number.All the detailed informations will be given by our team after your application.

How can I declare the products that I will send to TY's warehouse?

After actively working, you will have an access to Trendyol's International Seller Center. From Seller Center, you can create "Shipping Notice" each time you want to send products and by this, you can declare your items and number of stock amounts.

Who will be responsible for shipping the products to the Trendyol warehouse?

You should ship your items to Poland warehouse. Trendyol doesn't have a service for this action.

What are the standarts that producuts should have to be received?

You can see receiving rulesets in order to have detailed information.

How long does it take for my products to be received and be ready for sale?

We are aiming to receive your items within 72 hours after your products are arrived in Poland warehouse.

How can I see the stock levels of my each product?

You can control your product based stock levels on your Seller Center.

How can I see the sales/cancellation/return performances of my products?

You can reach your product based performance reports on your Seller Center.

Can I take my products with poor sales performance back to my own warehouse?

Trendyol can directly send the items that you would like to take back to your warehouse and charges the operational cost.

What are the FBT Service Rates?

Please see FBT presentation for the latest service rates.

Can I reach to the commision and service fee invoices from system?

You can see all your commision and service fee invoices (with detailed documents) on your Seller Center.

What should I do if I think there is a mistake on the invoice amounts?

You can reach out to your Seller Support assistant via Seller Center and share the details of problem. Our team will solve the problems directly.

What can I do if my webhook status gets to Passive?

In case of an error in webhook services, the system will automatically take action and deactivate the relevant webhook request. In this context, we will send two e-mails to our sellers.

In the 1st e-mail, we will share information about the webhook ID that received the error and we will share with you the period during which we will continue to send requests to this service.
In the 2nd e-mail, we will inform you that we have reached the end of the relevant period and that the webhook ID that received the error has been deactivated.
You can activate your deactivated webhooks after fixing the problem in your service.

<Accordion title="Can I track my orders via Webook model istead of make a request to a service?" icon="fa-info-circle">
  Yes, instead of receiving data using the getshipmentpackage service that you use to pull your orders, a mechanism is used that sends a request to a special URL that you share, which is triggered when the event occurs, using webhooks. You can check model details under Webhook (Shipment Packages) section.
</Accordion>
<Accordion title="When will the marketplace model be available on Trendyol Gulf platform?" icon="fa-info-circle">
  As of April, the marketplace model will be available for the sellers located in the Gulf region (UAE, KSA, Qatar, Oman, Kuwait, Bahrain)
</Accordion>

<Accordion title="For which country storefronts will Trendyol offer Marketplace model?" icon="fa-info-circle">
  Marketplace model will be present in UAE, KSA, Qatar, Oman, Kuwait, Bahrain websites of Trendyol.
</Accordion>

<Accordion title="Will cross border within the Gulf countries be available?" icon="fa-info-circle">
  Not in the first launch but our team is working on it and cross border within Gulf countries will be available shortly (ie. a seller located in UAE will send orders to a customer in KSA and vice versa).
</Accordion>

<Accordion title="Where is the legal entity of Trendyol locatedwhich will make the payments and issue the invoices?" icon="fa-info-circle">
  Trendyol's UAE entity (Trendyol DWC LLC) will make the payments and issue the invoices to the sellers.
</Accordion>

<Accordion title="Does Trendyol offer free shipment and return to customers?" icon="fa-info-circle">
  Shipments over 30SAR per seller is free and all returns are free to customers.
</Accordion>

<Accordion title="Is Trendyol going to pay the shipment fee collected by the customers to sellers for the orders below the free shipment threshold." icon="fa-info-circle">
  No, Trendyol will not pay the shipment fee collected by the customers to sellers for the orders below the free shipment threshold.
</Accordion>

<Accordion title="How can I apply for Trendyol Marketplace?" icon="fa-info-circle">
  For the first launch, we wiill accept the applications through our category team.
</Accordion>

<Accordion title="What categories are offered by Trendyol for the marketplace model? Are there any restrictions?" icon="fa-info-circle">
  We are present in the Gulf region with all categories. You can list products under any category except for the restricted categories in terms of compliance. (We will add a detailed list per country to our Seller Information Center).
</Accordion>

<Accordion title="How can a seller connect to Trendyol Platform." icon="fa-info-circle">
  You have two different connection option:

  1. Direct API - You can directly integrate with TY systems.
  2. Use an integrator to connect to TY.
</Accordion>

<Accordion title="Does Trendyol provide a panel to sellers to operate and track the business?" icon="fa-info-circle">
  Yes, once onboarded, you will have access to Trendyol Seller Center where you can have the functionalities below:

  1. Product: Listing, Price\&Stock update
  2. Finance: Payout reports, invoice listing and upcoming payment details
  3. Order: Order listing, returned and canceled orders
  4. Reports: Live monitor, Sales\&Returned\&Canceled reports
</Accordion>

<Accordion title="What payment methods are offered to the customers?" icon="fa-info-circle">
  Payment models offered by Trendyol to the customers are as below per the storefront:

  * KSA: Cards (Visa,MC), Apple Pay, Google Pay, PayPal, Tabby, Tamara, Cash\&Card on Delivery, Trendyol Coin
  * UAE: Cards (Visa, MC), Apple Pay, Google Pay, PayPal, Tabby, Tamara
</Accordion>

<Accordion title="What documents are needed to onboard to Trendyol platform?" icon="fa-info-circle">
  * Copy of the Tax Certificate
  * Updated company extract / Commercial Registration (not older than 3 months)
  * TAX ID and VAT Number
  * Articles of incorporation
  * The identity: trading name, address, telephone number, fax number, e-mail address
  * The existence and the conditions of after-sale customer assistance, after-sales services, and commercial guarantees; where applicable
  * Account Number, IBAN, SWIFT Code, and Bank Name information written on an official bank statement
  * Passport copy of the legal representative of the company
</Accordion>

<Accordion title="How is the pricing of the products determined?" icon="fa-info-circle">
  Prices of the products are solely determined by the sellers and can be updated any time by them through their integrators or Trendyol Seller Center.
</Accordion>

<Accordion title="What is the currency used for pricing?" icon="fa-info-circle">
  You should feed prices in local currencies of the respective storefront (ie. AED for UAE, SAR for KSA...)
</Accordion>

<Accordion title="In what language should the seller send the product information and how is the product informations translated?" icon="fa-info-circle">
  The seller should feed the product information in English. Then Trendyolis responsible for all translations to Arabic. Customers can choose English or Arabic on Trendyol.
</Accordion>

<Accordion title="How will the shipments be managed by the seller?" icon="fa-info-circle">
  Trendyol will offer a Last Mile partner to you. When a new order is created, Trendyol will share a label with you and you need to put this label on the parcel. Then the last mile partner will pick up the parcels.
</Accordion>

<Accordion title="Which last mile partner(s) will be offered by Trendyol?" icon="fa-info-circle">
  Aramex will be the first last mile partner. Over time, we plan to add more options.
</Accordion>

<Accordion title="How will the returns be managed by the seller?" icon="fa-info-circle">
  Trendyol will provide a return label to the customer when there is a return request. Trendyol's last mile partner will pick up the return from the customer and bring to the seller warehouse.
</Accordion>

<Accordion title="What is the expected order to shipment time period?" icon="fa-info-circle">
  In the MVP, we expect orders to be shipped within 2 days after receiving the order; however, this timeframe may change in the future.
</Accordion>

<Accordion title="What happens if I can't fulfill the order due to out of stock?" icon="fa-info-circle">
  You should always keep your stock quantities up to date. If this situation somehow occurs, in order not to keep customers waiting, you should immediately cancel the order due to "unsupplied". To prevent further order cancellations, you should update your stocks immediately.
</Accordion>

<Accordion title="Do I need to provide the customer invoice in the package? Do I need to provide the customer invoice to the last mile company? Do I need to upload the customer invoice to Trendyol Seller Center?" icon="fa-info-circle">
  Trendyol will share encrypted email addresses of the customers and you can directly send the invoices via email to this email address or put the physical invoice in the package.
</Accordion>

<Accordion title="What is the offered return period to customers?" icon="fa-info-circle">
  Customers can return an order within 15 days after the delivery of the order.
</Accordion>

<Accordion title="Is there a free return policy?" icon="fa-info-circle">
  Yes, returns are free on Trendyol platform.
</Accordion>

<Accordion title="Who pays the shipment fees?" icon="fa-info-circle">
  Seller is responsible for the shipment fees. The last mile partner will charge the fee to Trendyol and then Trendyol will charge the amount to the seller and the amount will be deducted from the payout.
</Accordion>

<Accordion title="Does Trendyol offer fulfillment model where the seller sends the good to the Trendyol WH and Trendyol handles the logistics? (Fulfilled by Trendyol - FBT)" icon="fa-info-circle">
  Currently, we don't offer FBT in this region but you can contact us for preferred intermediary partners which offers fulfillment solutions.
</Accordion>

<Accordion title="Which packaging do I have to use?" icon="fa-info-circle">
  Seller should use their own packaging. There will be no Trendyol packaging.
</Accordion>

<Accordion title="What is the payment term?" icon="fa-info-circle">
  For the orders delivered in a certain month, the payout allowance will be payed on the second week of the next month. (ie. For the orders delivered in January, payment will be done on 2nd week of February.
</Accordion>

<Accordion title="In what currency will I get my payment?" icon="fa-info-circle">
  The sales is done in local currencies on Trendyol platform. However, payouts will be made in USD.
</Accordion>

<Accordion title="How can I see the payment details?" icon="fa-info-circle">
  You can login to Trendyol Seller Center with your credentials and select Invoice Listing under Finance tab for commission, sales and any other invoice details.
</Accordion>

<Accordion title="What costs are there for the me when I sell on Trendyol platform in marketplace model?" icon="fa-info-circle">
  1. Commission: You will be charged a commission per item sold
  2. Logistics fees: You will be charged for the shipment and return fees of your orders.
  3. Service fee: We will not charge a service fee for the initial launch.
  4. Penalty fees: We will charge penalty fees in case of delayed and unsupplied orders after the initial launch period.
</Accordion>

<Accordion title="How can I see my sales data?" icon="fa-info-circle">
  You can login to Trendyol Seller Center with your credentials and check your Sales, Cancelled and Returned reports under Reports tab.
</Accordion>

<Accordion title="What are the commissions on Trendyol platform?" icon="fa-info-circle">
  Trendyol commssion rate card will be published on Trendyol's Seller Information Center.
</Accordion>

<Accordion title="Who is responsible of customer inquiries?" icon="fa-info-circle">
  Customers contact only with Trendyol for their claims. When there is a request for seller or action needed to be taken by seller, Trendyol Customer Support team opens a ticket to seller and expects to get a response within 48 hours.
</Accordion>

<Accordion title="Who or where should I reach in case I need support regarding Trendyol." icon="fa-info-circle">
  You can get live support using the Trendyol Assistant on Trendyol Seller Center or contact your account manager for support.
</Accordion>

<Accordion title="How can I track my sales & performance on TY?" icon="fa-info-circle">
  You can login to Trendyol Seller Center with your credentials and check your Sales, Cancelled and Returned reports under Reports tab.
</Accordion>

<Accordion title="Is there a buybox?" icon="fa-info-circle">
  Yes, Trendyol works as single catalogue. Buybox winner seller will be shown as the first seller. Other sellers selling the same product will be listed as well on the pdp under "other sellers" section.
</Accordion>

<Accordion title="What is the buybox logic?" icon="fa-info-circle">
  In Trendyol, when more than one seller sells the same product, the system selects the seller that will provide maximum benefit to the customers with the determined algorithm metrics and moves the seller's product to the top. The system is called Buybox.

  When the product is searched and clicked by the customer, the product of the seller who won the Buybox opens first.

  Other sellers selling the product are listed in the "Other Sellers of the Product" section at the bottom of the product page according to their Buybox scores.
</Accordion>

<Accordion title="What tools will Trendyol provide me to promote my products on the platform?" icon="fa-info-circle">
  * You will be able to create discount on your own on Trendyol Seller Center with different logics like fixed % or amount discount (including above a certain threshold), buy x get y, buy any x items for y and more..
  * You will be able to create coupons to customers on a brand, category or product level for a certain period of time.
  * You will be able to view the campaigns created by Trendyol team and join with your products.
</Accordion>