Managing your store on Asolora goes beyond initial setup. This guide walks you through the day-to-day activities involved in running your store — from handling orders and communicating with buyers to keeping your products and policies up to date.
Refer back to this page anytime as you begin selling and growing your presence on the marketplace.
If you still need to set up your store, refer to our Vendor Onboarding Guide.
Handling Orders
You will receive notifications when orders come in:
- Go to Vendor Dashboard > Orders to view order details
- When a new order arrives, it will be in Processing status. Begin preparing the product for shipment.
- Once the product is shipped, update Shipping Tracking details within the order and notify the buyer
- ⚠️Important: Do not manually mark the order Completed — leave the status in Processing
- Update the shipping tracking details periodically as required
- When you mark an order’s shipment status as Delivered, the buyer will see an Order Received option and be asked to confirm that the product has been delivered and meets the listing description.
- Once the buyer confirms delivery and all shipments for the order are complete, the order will be automatically marked as Completed.
- Payments for completed orders are released 7 days after completion, provided that no disputes or issues are reported during that time. This short delay helps protect both buyers and vendors in case a delivery issue is reported in error or by mistake.
Tip: Buyers appreciate timely updates — it helps build trust and repeat sales.
Managing Returns & Refunds
Vendors are responsible for defining their own return, exchange, and refund policies and clearly communicating them on their product listings. Vendors are also responsible for managing refunds directly through their vendor dashboard, including issuing refunds when appropriate.
If a buyer reports an issue before confirming delivery, vendors must respond promptly to help resolve the concern. Asolora may assist in mediating issues during this stage.
Once a buyer confirms delivery by selecting Order Received, Asolora’s dispute window closes. Any returns, exchanges, or refunds offered after this point are handled directly between the vendor and the buyer, in accordance with the vendor’s stated policies.
If a refund is processed after funds have already been paid out, the refunded amount (including any applicable processing or currency conversion fees) will be deducted from the vendor’s future payouts. Because all vendor payouts are made in local currency, refunds may result in a temporary negative payout balance if the original order has already been settled. This balance will be automatically offset against future earnings until resolved.
Communicating with Buyers
Messaging is enabled through your dashboard to enable buyers to contact you directly:
- Go to Vendor Dashboard > Live Chat to communicate with buyers
- If a buyer has not already contacted you and you need to contact them, start a new conversation with them using the customer name from the order
- Avoid contacting buyers via email or phone. Keep all communication with buyers within the Asolora platform by using Live Chat
- Respond quickly to buyer inquiries.
- Keep all communication professional, clear, and prompt
Store Performance & Analytics
Track your store performance under Vendor Dashboard > Reports:
- Sales
- Earnings
- Bestselling products
Use this information to optimize your inventory, pricing, and promotions.
