Frequently Asked Questions (FAQ)
Here we answer some of the most frequently asked questions about our marketplace, if you have any other questions or for any technical support, please contact our support email at: marketplace@sussexfilmoffice.co.uk. Below you will find a section for general questions, as well as sections specifically for buyers and sellers. If you can’t find the answer to your question please do contact us, we will be happy to help you!
General
Why can’t I input my password when registering?
To ensure that our users have an up-to-date email address, we send you links to set your password and verify your email to your email. This also to help avoid users mis-typing their password as it allows us to provide password validation
How do I change my display name?
To change your display name head to the ‘My Account’ section and then go to ‘Account details’ – from here you can change your display name, which is the name other users see. Please only use alphanumeric characters as well as dashes.
Buyer
How do I make an offer or request a quote on a listing?
To make an offer or request a quote, the listing must first have the option enabled. If the listing doesn’t have a ‘request a quote’ button you cannot make an offer or request a quote – you may wish to message the seller directly in this case.Making an offer and requesting a quote work on the same system, on the listing page click ‘request a quote’ then ‘view quote’ under it, from here you can update your quote/offer with your desired price and quantity, then send it to the seller. If they accept your quote/offer you will then be able to convert your quote into an order and buy the product.
How do I cancel an order?
If your order is for a physical product and it has not shipped yet, you can head to the orders page in the ‘My Account’ section and simply click cancel. Please note that digital products like stock imagery are not eligible for refunds/cancellation.
How do I get my purchased stock imagery?
Head to the ‘My Account’ section of the website and then select ‘Downloads’ – from there you should be able to download any stock imagery that you have purchased rights for.
Vendor
How do I set my shipping prices?
To set your shipping prices, head to your Vendor Dashboard and navigate to 'Settings' and from there click 'Shipping'. Here you will see various shipping zones, this allows you to configure your shipping settings in more detail for each region.
However, if you would like to quickly set up your shipping then hit 'If you want to use the previous shipping system then Click Here' button. This will take you to the simplified shipping screen. In here you should tick the 'Enable Shipping' box.
From there, add in your starting shipping price per item under 'Default Shipping Price'. After that you can add extra prices for additional products and quantities. You should also add in your expected processing time.
You can also set a shipping and refund policy, however at this time the general Marketplace shipping and refund policies take precedence as users aren't able to easily view your policies. If you wish to set options for local pickup of products, this can be done in the default 'zone wise' shipping.