FAQ database for chatbot

----Sellers:

How do I register as a seller on Maribali?
To register as a seller on Maribali, visit our website and look "Become a seller" located at the header. Click on the link and follow the prompts to provide the required information, such as your business details, contact information, and product offerings.

What types of products can I sell on Maribali?
Maribali supports the sale of both physical goods and digital products.

Are there any fees associated with becoming a seller on Maribali?

Yes, joining Maribali is completely free. There is no upfront cost to set up your shop. You can get started with our Bronze package, which includes up to 50 product uploads for free. 

Please note that there may be associated costs with using the payment gateway service by Baiduri Bank. These can include set-up costs, subscription fee, and transaction charges which are subject to Baiduri Bank's terms and conditions.

How do I add products to my store?
To add products, go to Vendor Dashboard > Products and follow the prompts to list your items. For a detailed guide on how to run your store on Maribali, a Maribali Vendor Guide is available in your dashboard. 

How do I manage my orders?
You can manage your orders by navigating to Vendor Dashboard > Orders. Here you can view, process, and update your orders. For a detailed guide on how to run your store on Maribali, a Maribali Vendor Guide is available in your dashboard. 

How to add my own shipping method?

Step 1: Go to Vendor Dashboard >Settings > Shipping Method > Add Shipping Method.

Step 2: Under Rate calculation, select 'By customer's address'. Proceed to add in the information required and click 'Create'.

Step 3: Add on shipping time and rate for every district.

Step 4: Click 'Save'.

How to add a pickup option?

Step 1: Go to Vendor Dashboard >Settings > Shipping Method > Add Shipping Method.

Step 2: Navigate to the ‘more’ button located the left of ‘add shipping method’.

Step 3: Click ‘stores’ and proceed to click ‘add store location’.

Step 4: Fill in the details. For ‘Name’, give it your store or branch name. Proceed to add the rest of the information as usual. For coordinates, click on the ‘select’ button next to it to open up a map. Proceed to type in your store branch or nearest location to locate your store. You can also click on the map to pinpoint the exact location. 

Step 5: Click ‘set’ and your coordinates will be captured automatically.

Step 6: Switch to the pickup tab and choose the location of your store under the ‘located in rate area’ option.

Step 7: Under ‘show to’, enable all 4 location. This ensures your store to be visible to customers from all areas.

Step 8: Under Rate calculation, select 'pickup from store'. Proceed to add in the information required and click 'Create'.

Step 9: Go back to the ‘shipping methods’ page.

Step 10: Add a new shipping method by clicking ‘add a shipping method’. Under Rate calculation, select ‘pickup from store’

Step 11: Proceed to add in the information required. For name, you can input your store name or your branch location. Click 'Create' once you completed adding the details.

Step 12: Since pickup doesn’t require a shipping rate and shipping time, you can skip this step.

Step 13: Click 'Save' to save your settings. You can check the result in your shipping page.

How do I set up my payment method?
To activate your payment method, you need a business account with Baiduri Bank. Please contact our Maribali team to schedule an appointment with Baiduri Bank and get your payment gateway set up. 

How does the delivery work?
We pick up products directly from your shop after an order is placed. Our logistic courier will coordinate the pickup and ensure it reaches the customer promptly.

What logistic service do you provide?

Maribali offers domestic delivery service for sellers and customers. Currently, there is one type of delivery service available, which is Standard Delivery Service. Our standard delivery service charges a flat rate per delivery to any district in Brunei Darussalam. The rates are charged based on the weight; BND4 (below 14.9kg), BND6 (15kg-29kg) and BND21 (30kg-50kg). The rates are automatically calculated on the checkout page. The charges are paid by the customer. To sign up for this delivery service, please get in touch with our live agent. 

How to create a discount promotion?

Follow these steps below if you are creating a discount promotion for certain products;
Step 1: Go to Vendor Dashboard > Marketing > Promotion > + Add promotion > catalogue promotion.
Step 2: Fill in the required information. For image, we encourage you to upload an image of 1200px wide and 800px height to optimize your promotion visibility on the website.
Step 3: Switch to the 'Conditions' tab > + Add condition > choose 'Products'.
Step 4: Click 'Add products' to add the products you want to give the discount to.
Step 5: Switch to the 'Bonuses' tab and choose 'Product discount'. Configure the desired discount that you want to give. Click 'Create' once done.

If you want to give BND10 off when a customer spends at least BND50, you need to create a cart promotion instead of 'catalogue promotion'. This is because the discount depends on the items and total amount in the cart.

Step 1: Go to Vendor Dashboard > Marketing > Promotion > + Add promotion > cart promotion.
Step 2: Fill in the required information. For image, we encourage you to upload an image of 1200px wide and 800px height to optimize your promotion visibility on the website.
Step 3: Switch to the 'Conditions' tab > + Add condition > choose 'Order subtotal'.
Step 4: Choose 'equal or greater' from the option. In the box next to it, type '50'.
Step 5: Switch to the 'Bonuses' tab and click + Add bonus.
Step 6: Choose 'order discount' and select 'by fixed amount'. 
Step 7: In the box next to it, type '10'.
Step 8: Click 'Create' once done.

If you need further assistance with creating promotion, please reach out to our live agent.

How do I optimize my product listings for better visibility on Maribali?
Provide clear and detailed descriptions with relevant keywords. Use high-quality images and leverage Maribali's SEO features, such as meta tags and optimized URL structures.

What are the key requirements for product approval?
Ensure accurate descriptions, high-quality images, correct pricing, and inventory information. Specify the correct weight and assign appropriate categories.

How long does the product review process take?
Our team strives to complete the review within 24 hours.

How will I be notified about the product approval status?
Notifications will be sent to your admin panel regarding your product approval status.

How do I fulfill my first order on Maribali?
When an order is placed, you will be notified via email. Please keep an eye on your inbox for any upcoming orders. Note that the email you receive is identical to the one sent to your customers. If you did not receive an email notification, please email us the issue at support@maribali.com.bn

Step 1: Reviewing an order and proof of payment:

Step 2: Accepting an order:

Step 3: Informing the customer:

Step 4: Order has been received by the customer:

What do I do if the product ordered by the customer is out of stock or unavailable?

How you want to handle such a situation is up to your policy. You may offer an exchange or void the transaction. To void a sale, you are only able to do it via the Baiduri payment gateway portal. Void of sale cannot be done in Maribali admin panel. 

You can cancel or void a sale transaction via the Baiduri payment gateway portal within 24 hours of the transaction time. To do this, log in to the Baiduri Payment Gateway Services portal, find the transaction, and click the 'void transaction' button. If the transaction has passed the settlement time of 24 hours, you must contact maribali@baiduri.com.bn to initiate a void sale request. Please get in touch with Maribali Support live agent or your Baiduri Bank merchant officer for further information or assistance regarding this.

Can I cancel a transaction?

You can cancel or void a sale transaction via the Baiduri payment gateway portal within 24 hours of the transaction time. To do this, log in to the Baiduri Payment Gateway Services portal, find the transaction, and click the 'void transaction' button. If the transaction has passed the settlement time of 24 hours, you must contact maribali@baiduri.com.bn to initiate a void sale request. Please contact Maribali Support live agent or your Baiduri Bank merchant officer for further information or assistance.

Can I edit my customer's orders?
You will need to notify Maribali team to assist with editing the order. The items that can be edited are:

- Remove or add product(s) from an order

- Change the price of product(s)

- Change the quantity of product(s)

- Change the shipping method of the order

- Change the customer's information (Name, email and mobile number)

- Change the shipping address and the billing address of the customer

- Add or remove a discount or coupon code to a customer's order

How does pricing work on Maribali?
Vendors set their prices based on production costs, market demand, and competitive analysis. Consider your target audience and pricing strategies.

How and when do I receive payments for my sales on Maribali?
Payments are processed securely through Baiduri Payment Gateway Services (BPGS), with funds transferred directly to the vendor's bank account. Transactions are typically processed in 1-2 working days.

How to I check for payment? 

Step 1: Log in to the Vendor Panel

• Go to Orders.
• Click on the relevant Order ID.

Step 2: Locate Payment Information

• On the order page, find the 'Payment Information' section.
• Look for 'Payment Processor Response'. If you see 'BNDX.XX Approved' along with a 'Transaction ID', this confirms that the payment has been successfully processed.

Please process the order as usual when you verified the payment according to the above step.

Does my customer need to be a Baiduri bank cardholder to make payments on the website?

A customer can purchase using any debit and credit card, regardless of whether they are a Baiduri bank cardholder or not.

 How do I delete my vendor account ?

 You delete your account, please email us at support@maribali.com.bn requesting account deletion  make sure you include the reason for the account deletion

----Customers:

How do I find products on Maribali?

Use the search bar at the top of the page to enter keywords or browse categories from the main menu to find products.

How do I place an order?
Select the product you want, choose any options (like size or color), and click "Add to Cart." Then, go to your cart, review your items, and click "Checkout" to complete your purchase. You may be prompted to register for an account if you don't have an account in Maribali yet.

What payment methods do you accept?
We accept credit/debit cards via Baiduri Payment Gateway Services for secure and convenient transactions.

Why is my order not successful?

Before we rule out this issue from our side, please check the following:

1. Ensure that the billing and shipping addresses entered during checkout are accurate. Even if the product doesn’t require delivery, a correct address is necessary for security reasons. For the postcode, please make sure to include a space between the letters and numbers (e.g., KA 2131).

2. Ensure all required card information fields are filled in correctly.
3. Verify that your card details (number, expiration date, CVV) are entered accurately.

4. Confirm that your card has sufficient funds and is authorized for online transactions.

If everything seems correct and you are still having trouble, please try the following:

1. Use a different browser 
2. Try an alternate internet connection, if possible.

3. Using a different card, if possible.

If the issue persists, please get in touch with our live agent for assistance. Please provide screenshots or screen recording of the issue.

How much does shipping cost?
Shipping costs vary depending on the seller and your location. Shipping fees will be calculated at checkout.

How long will it take to receive my order?
Delivery times vary based on the seller and your location. Estimated delivery times are usually provided on the product page and/or during checkout. For Maribali Delivery, it typically takes 3-5 working days after your order has been placed.

Can I track my order?
Typically, you will receive an email notification whenever your order status is updated. You can also message the vendor directly in Maribali if you need more information about your order status.

Where can I find more information about a product?
Detailed product information is available on the product page. If you have further questions, you can contact the seller directly through the 'Contact Seller' option on the product page.

What is your return and exchange policy?
The return policy varies by seller. Return & exchange policy are typically mentioned in the product page and in the checkout page. If you need to initiate a return or exchange, contact the seller directly in Maribali. You can also obtain their contact details at their profile page in Maribali.

How do I request a refund?

The refund policy varies by seller. To request a refund, contact the seller directly through your account. You can also obtain their contact details at their profile page in Maribali.

Are the products on Maribali authentic?
We work closely with our sellers to ensure that all products are genuine and meet our quality standards. If you have concerns about a product’s authenticity, please contact us immediately.

How do I update my account information?
Log in to your account, go to 'Profile details,' and update your personal information, address, and payment methods.

What should I do if I forget my password?
Click on the "Forgot Password" link on the login page, enter your email address, and follow the instructions to reset your password.

What time does the store close ?

Each of our vendor has it's own separate working hours, if you're looking for a specific vendor working hours, please visit their store at maribali.com.bn to see their listed hours