1. Why is the discount fee and discount fee credit on Seller Center statement not reflected on tax invoice?
Effective 1st October 2021, seller funded discount will no longer be reflected in our monthly tax invoice to seller. No indirect tax will be levied on the seller-funded discount for transactions from the effective date. The change is to provide clarity that the discounts are given by Sellers direct to the customers. For any ZALORA funded discounts, we will issue a credit note which is not subject to any indirect taxes. However, we will continue to reflect the seller-funded discount in the Seller Center statement for seller's reference as this will allow seller to maintain sufficient documentation to reconcile the net sales proceeds received from ZALORA. Please refer to the example below:
Seller funded discount = RM55,000
ZALORA funded discount = RM10,000
2. How can seller view the breakdown of the fees from tax invoice?
Seller can log into their respective Seller Center account to view or download the sales report under Report-->Account Statement.
3. Why does the amount on tax invoice does not match the SC sales report?
Sellers are advised to download their finalized monthly Sales Report from Seller Center after the 3rd of next month as the figure on the sales report will only be ready after the 2nd of each month. For example, fees for the month of March 2022 will only be finalised after the 3 April 2022.
4. Why am I under Payment Blocked status?
This happens whenever there are missing due diligence documentation during the onboarding of sellers. Please raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).
5. Will Seller get paid if they terminate with an unsettled amount which is below USD25 required for overseas transfer?
ZALORA will remit the payment if seller confirms termination. Please submit termination request here (https://docs.google.com/forms/d/e/1FAIpQLSfQKY_ytOUEJxU_mY30UHzWKhdYddGlwRvD6sGGRvfHZTKarQ/viewform) if you haven't done so.
6. How to calculate the ZALORA issued discount monthly?
Step 1: Seller need to extract the total voucher amount. Login Seller center> Order > Order overview> All > Select 2 months data (month in review and prior month) > Export.
Step 2: Perform matching with sales report.
- ZALORA Funded Discount = Total Discount on Order minus Seller Funded Discount
Note: You might see some previous month's orders as ZALORA remits payment to seller when the order is successfully delivered, returned or cancelled. ZALORA does not pay when shipment is still in progress.
Example: ZALORA Funded Discount computation for a specific order
Total ZALORA Funded Discount = Total Order Discount minus Seller Funded Discount
= 87.15 - 65.36
= 21.79
7. How to check balance on seller's ZALORA account?
Seller can check their opening balance under 'Account Statements' in Seller Center.
Note: A negative balance means Seller is owing ZALORA this amount
A positive balance means ZALORA owes the seller for this amount
8. What happens when I spent more than the monthly zap commitment credit charged?
Finance should bill seller for the overspent. Please raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new).
9. I am being charged higher commission as compared to what was being set up in their Seller Center account.
The commission charge calculation on the Seller Centre Statement is inclusive of indirect tax (depending on the origin of the seller).
The rates of indirect tax (GST/SST) for the respective countries are:-
MY - 6%
SG - 7%
HK - 0%
TW - 0%
Example:
Item price credit : TWD 1749
17% commission : TWD 297.33
For a MY Seller who sold to TW customer = Commission + 6% SST : TWD 297.33*1.06 = TWD315.17
Commission shown in SC Statement : TWD 315.17
10. Can monthly invoices and payment advises be sent to multiple email addresses?
Due to system limitation, invoices and credit notes can only be sent to one email address. If seller wishes to override the email address with a different email address, please submit a request via this form here (https://docs.google.com/forms/d/e/1FAIpQLSfQKY_ytOUEJxU_mY30UHzWKhdYddGlwRvD6sGGRvfHZTKarQ/viewform).
11. Why am I being paid based on 'paid price' and not 'unit price'?
Unit Price is the price listed on the ZALORA website. Paid Price is the price actually paid by the customer for a particular order. Paid Price may be less than unit price due to discounts/voucher codes applied during checkout.
ZALORA will remit to sellers will be based on final price paid by customer. Please raise a ticket to SHD here (https://seller-helpdesk.zalora-ops.com/en/support/tickets/new) if you notice a discrepancy.
12. What is General Debit Fee?
General Debit Fee is any additional charge to the seller. . To know the details of the charge, please refer to the "comment" column in All Transaction download from the Your Monthly Statement.
13. What is the currency conversion rate for payout?
The rate of conversion differs monthly. The rate that we are using is based on the bank's rate on the date of payment. Zalora will instruct the bank to remit the equivalent upon running the payment.
14. How to check currency conversion rate for transactions made in different foreign currency?
The conversion rate to remit to seller is based on bank's rate. The best way to verify is performing reasonableness test of the rate in use.
For example, for the month of November, total SGD payout due was SGD 1,626.30 of which we have remitted MYR 4,995.99. This equates to 3.072 which approximates the current SGD:MYR exchange rate.
15. Can we match between bank statement and sales report exported from ZALORA Seller Center?
Total receipt in the bank statement is dependent on Seller's choice of payment currency.
If the Seller chose to be paid in local currency (e.g. MYR for MY Sales), then the payment received in the bank will equate to payout amount in the Seller Centre.
If the Seller chose to be paid in a different currency (e.g SGD for MY sales), then the payment received in the bank will be subject to conversion based on the bank's rate. However, seller should receive a payment advise. The total in the payment advise will agree with the bank and the detail transactions in page 2 will agree to the sales report exported from Seller Centre.
16. Why did I not receive payment for my sales?
Monthly net sales will be paid if the net payout exceeds USD25. If the net payout is below USD 25, payment for this will be carried forward to the following months until the payable amount exceeds USD 25.
17. I would like to learn more about Finance related information.
Please visit the Seller Academy section of this Knowledgebase. You can click here (https://seller-helpdesk.zalora-ops.com/en/support/solutions/articles/76000057794-finance-related)