Merchants can specify the product category when uploading products. The inputted product category will determine where the product can be displayed on the webpage. This will also determine the product's commission.
Is the annual fee a one-time payment or paid annually?
The annual fee is paid annually and the contract will be renewed every year.
How do merchants receive the payment from their sold products?
At the end of each month, HKTVmall will send a detailed monthly report to merchants via email.
Within 10 to 20 business days, HKTVmall's finance department will transfer the remaining amount of the total to merchant.
What is advertising credit?
Merchants can choose to purchase advertising credit through HKTVmall's Merchant Advertising Scheme to promote their products using different ad formats available on the platform. The cost of each ad format may vary, and details can be found at:https://cloud.marketing.hktvmall.com/adplan
About Merchant Delivery
What is the merchant delivery
The merchant could directly deliver the goods to the address designated by the customer. The merchant needs to contact the customer to confirm the delivery details and time on the next working day after receiving the order, and complete the delivery within 14 days. The packaging and transportation methods are determined by the merchant.
How to confirm the order after the merchant delivers the goods to the customer?
Merchant should confirm the order in the backend system after the entire order process is completed.
About logistic
What is the standard delivery?
Goods must meet the T+0 shipping requirements
Merchants must deliver the orders to HKTV warehouse from Monday to Saturday (including public holidays)
The system will cut off orders at 1 pm daily, and ambient goods must be delivered to Tuen Mun warehouse before 8 pm.
Different types of goods need to be sent to different warehouses:
Can I only ship on weekdays?
Merchants who ship from Monday to Friday can join our partnership program but cannot participate in any marketing promotions (such as Flash Sale, VIP day and Gold VIP day etc.).
Can I store goods in HKTVmall?
We do not accept merchant to store goods in our warehouse currently.
After receiving an order, merchants are required to pack the products according to the packaging guidelines and transport them to the relevant warehouse.
Can I ship products directly to customers without using HKTVmall's delivery service?
We only have a small number of products that can be shipped directly by merchants, mainly products that are valued over HKD 4000, overweight or oversized, or pure gold diamonds, fruit baskets, flowers, and other goods. For details, please refer to the commission table at the end of the page.
Products that do not meet the criteria must be shipped to warehouse.
Can I send goods to the warehouse early?
Products must be delivered to the warehouse on the specific time and date listed in the backend order processing system.
If the products are delivered earlier or later than the specified date, we will impose relevant penalties.
Can I send goods to the warehouse late?
Products must be delivered to the warehouse on the specific time and date listed in the backend order processing system.
If the products are delivered earlier or later than the specified date, we will impose relevant penalties.
If the products have not been delivered to the warehouse four days after the specified date, we will cancel the order and impose relevant penalties.
How does HKTVmall handle the storage and transportation of frozen products?
We have frozen warehouses in Tsing Yi and Kwai Chung. After receiving an order, merchants should deliver the products to our warehouse.
We will undergo temperature checking to ensure products are in low-temperature upon arrival.
After the products enter our transfer warehouse, they will be kept frozen.
Where can I purchase HKTVmall's official packaging materials?
Do I have to use HKTVmall's official packaging materials?
Not necessarily, as long as the products are packed according to the packaging guidelines, the shipping label and the merchant's color tape are attached, and the products are not damaged during transportation.
Who bears the logistics cost of delivering the goods to HKTVmall's transfer warehouse?
The merchant is responsible for the logistics cost.
Does HKTVmall provide logistics services for delivering orders into the warehouse?
We are sorry, but we do not currently provide logistics services related to entry into the warehouse.
However, GoGoVan provides HKTVmall merchants with discounted prices for delivering products to the transfer warehouse. The following are reference prices, please contact GoGoVan for details (Email:business@gogovan.hk)
About Contract Signing
What is the process for signing a contract?
After preparing the following documents/information, click "Join Now" to register and upload relevant documents:
After submitting the contract, it will go through our internal review process. After a few working days, you will receive an email notification for final confirmation of the contract.
After confirming the contract, you will immediately receive a login account and password for the backend system. You can start selling products by then.
How do I submit a contract?
HKTVmall are using electronic contracts.
After paying the annual fee, we will create an electronic contract for you in the system and provide guidance on how to operate the system. If you still cannot find the relevant button after following the system operation guidelines, please check which account is authorized to sign the electronic contract in the contract.
We will create an electronic contract for you in the system.
You can preview the contract first.
About product uploading
Who is responsible for uploading products, the merchant or HKTVmall?
Merchants are responsible for uploading products. We regularly provide online courses to guide merchants on system operations when uploading products.
However, merchants need to prepare the product information and images themselves.
Merchants should also ensure that they have obtained the relevant authorization for the use of images.
Does HKTVmall limit the product categories that merchants can upload?
As long as the uploaded products comply with Hong Kong laws and regulations,, we generally do not intervene in the types of products that merchants upload.
However, uploading products such as COVID-19 rapid testing products, frozen meat, and alcoholic beverages require approval from our internal review process. Chocolate products are also limited to winter sales only. Please contact us for details.
What do I need to prepare before uploading products?
Merchants should prepare the following for uploading products:
Company logo
Authorized product information (including images, Chinese and English introduction, price, and inventory)
Company introduction
Promotional banners (at least one)
Product packaging size and weight information
Can I sell services on HKTVmall?
Yes, HKTVmall sells different types of electronic coupons, including dining, beauty treatments, and travel packages. Please contact us for details.
About order processing
What is the process when handling orders on a daily basis?
Can HKTVmall handle orders on behalf of merchants?
Order processing is the responsibility of the merchants.
How do merchants know if they have orders?
We have a backend system that allows merchants to manage orders 24 hours a day. 。
After signing the contract, merchants will receive a login account and password for the backend system.
When there is an order, merchants can enter the backend to check the order details and prepare for shipment.
How does online inventory management work? How to handle overselling situations?
When uploading products, merchants need to input the inventory quantity for each item.
When customer places an order, the system will automatically deduct the inventory.
When the inventory becomes zero, the product will become "out of stock" which customers will not be able to make a purchase.
Therefore, as long as the inventory is accurate, there will not be any overselling situations. If overselling is caused by inaccurate inventory quantity, merchants will be fined for canceling orders.
The list of fines is specified in a attachment in the contract.
About customer service
Will HKTVmall provide customer service?
HKTVmall has a professional customer service team to handle general inquiries and after-sales services for customers, providing a high-quality online shopping experience while saving merchants time in handling customer service.
We will contact merchants regarding issues related to merchants or products, and merchants need to reply to facilitate us in providing quick service to customers.
How will HKTVmall handle returns?
Merchants can specify whether the products are not eligible for unconditional returns or are eligible for unconditional returns within seven days when they upload the products.
However, HKTVmall's customer service department will contact the merchants and arrange after-sales service for customers if there are defective products, missing products, expired products, and other issues.
Others
Can Merchant Delivery participate in the marketing activities hosted by HKTVmall?
Merchant delivery merchants are temporarily unable to participate in the marketing campaign hosted by HKTVmall.
For any discount activities, are the costs borne by merchants or HKTVmall?
If the promotion discount is organized by the merchant, the cost is borne by the merchant.
If it is an promotion held by HKTVmall's marketing department, such as the VIP Day 5% discount event, the cost will be borne by HKTVmall.
Details may vary for different major events, so please contact us if you have any questions.