Frequently Asked Questions (FAQs)
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Can I pay in my local currency?
If your local currency is Euro, then yes. We currently operate our marketplace with Euro currency only. We will add other major currencies during November/December 2018.
Do I get charged if I cancel my purchase during the 7-day cooling off period?
What if I change my mind after buying a product or service?
No problem. We have created an automatic 7-day cooling off period, which means you have 7 days to cancel your purchase.
Customer reviews ratings
Customers are able to rate the service/product from all vendors. These reviews are public on the www.gorelocate.com marketplace.
Nobody is perfect. We realise from time to time that vendors cannot always offer 100% satisfaction to every customer.. We also realise that sometimes customers expectations are not met, or in some cases, unrealistic.
If you are a vendor, and you dispute a customers rating review, then you have three options:
- Do nothing.
- Contact the customer to resolve any open issues.
- Go to arbitration.
Unlike some marketplaces, we do NOT remove any ratings (good or bad), unless there is a legal or other serious reason to do so. We believe in full transparency, in all its good and not so good forms.
If a customer and a vendor go to arbitration, we will accept the findings of the arbitration, and will remove a negative rating, if arbitration favours the vendor.
We believe this is the fairest solution for everyone.
Which type of customers use GoRelocate?
GoRelocate.com is a marketplace for all individuals and business organisations who need relocation related services for themselves, their employees or their business partners. This includes private individuals moving from one location to another, people retiring or moving abroad, companies managing the relocation of their global workforce, contractors and even government investment agencies wishing to make corporate relocation more easy, transparent and cost / time effective for potential investors.
What is the payment process from customers to vendors?
|Customers can order services by using their credit card via the Stripe.com Payment Gateway which has been integrated to our checkout process. You will need to open a simple and free Stripe Standard Account at www.stripe.com in order to receive payments from customer.
Customers will make their payment via Stripe on our checkout page. Stripe will process the payment to you directly, minus our platform commission. GoRelocate does NOT handle the customer payment. It is managed directly via Stripe.com trusted payment gateway.
How do refunds work?
All payments have a standard 7-day payment process. It means that the customers payment has been ‘reserved’ (e.g. blocked on their credit card) and will be paid out to the vendor after 7 days. If the vendor does not wish to accept the customers order, or the customer has ordered the wrong product / service, then the vendor can request that the payment be refunded to the customer. This 7 day period allows for refunds, changes and vendor refusals (e.g. after a due diligence process).
What happens if a customer orders the wrong service?
No problem. If a customer orders the wrong service they can ask the vendor for a refund. Then the customer can order the new correct service as suggested by the vendor.
Terms & Conditions (General)
Our General Terms & Conditions are listed on the site at www.gorelocate.com/terms-and-conditions
Service Delivery Language
Service Delivery Language is the language(s) which a vendor will offer to their customer on each product that they offer – as a STANDARD service – and not at an additional cost. This language service includes all communication and documentation, except where this documentation is only available in original language (e.g. government laws / rules). Vendors will be expected to explain any non-translated documents to the customer.
Do I need to publish a price for our services?
Yes. Our marketplace allows customers to buy a product / service immediately online. In order to do this, customers must understand clearly what they are buying and how much that product / service costs.
What are the steps to become a vendor?
gorelocate.com | Vendor Registration & On-boarding Process
This is a summary of the Vendor Registration & On-boarding Process. We hope the registration and on-boarding process is simple and easy. If not, please tell us how we can improve it. We welcome your feedback.
- You submit your Vendor Registration Form (gorelocate.biz/vendors )
- You receive an automatic Provisional Vendor Registration Confirmation
- We make a Vendor Check
- You Receive Vendor Registration Approval
- You Log in to your gorelocate.biz Vendor Page (gorelocate.biz/my-account)
- You enter your Vendor Dashboard
- You Update/edit your Vendor Profile
- You Update / edit your Vendor Product(s)
- You change status of the products from “draft” to “pending”
- We approve your profile / product updates /edits
- We send you confirmation that your products are “published” on gorelocate.com and customers can now buy your services
How do you choose vendors for GoRelocate.com?
All vendors are eligible to offer their services on www.GoRelocate.com if they can demonstrate their professional qualifications and / or experience. This means customers have access to all types and sizes of vendors, to make sure there is a relevant option for all customers.
Who approves Vendors?
Firstly, GoRelocate.com is 100% independent.
All vendors are approved by the GoRelocate management team who have almost 10 years experience in the relocation industry. All vendors must either be a member of their professional association or demonstrate that their most authorised person has minimum of 3 years senior management experience in the chosen industry.
Can I provide a product / service for free?
Currently, this is not possible. We may offer this option in the near future. You can offer a free service as an additional benefit to an existing product/service.
Example: You offer free airport collection when a customer orders your Home Search service.
How much does GoRelocate charge vendors?
We believe in a win-win-win for customers, vendors and us of course.
Vendor registration is free. We charge a percentage of each transaction going through our platform. This fee is called the Marketplace Commission. The current fees are;
7.5% (seven point five percent) of each transaction.
Currently, this fee also includes the fees charge by the Stripe.com payment gateway for customer payments, though this may be reviewed in Q1 2018.
How do vendors get paid by customers?
Customers pay directly at the checkout page via the Stripe.com payment gateway. Stipe will forward the customers payment to the vendor after seven days, minus the GoRelocate Marketplace Commission (currently 7.5%)
Can I edit / change the Standard Product templates?
Yes – and no.
You can make the following changes to an existing product template:
- Product price
- Product attribute variations (e.g. Choose English or English & French, as a variation on the attribute “Service Delivery Language”)
- Add more information to the bottom of the General Description in the product descriptions.
You can not change:
- Basic General Description or Short Description
- Types of attributes listed (choose “none” if you dont want to offer any specific attribute(s).
- Anything else.
You CAN propose a new product. Send your full requirements to firstname.lastname@example.org and we will consider your request.
Can I add a NEW product / service?
Yes. You can send us your request to create / upload a new product with all information and details. If we approve it, then we will upload the product to your product offers.