What is Insider Mall?

Insider Mall is the Beauty Market Place of Beauty Insider, Singapore’s Highest Engaged Online Beauty Magazine Site (Amazon Alexa Rankings 2020). It will offer Brands, the opportunity to sell your products via your own customised e-store to a ready market of shoppers and also potential customers from her sister platform, Beauty Insider.

What will it offer to Sellers?

It will offer Sellers their own dedicated e-store with their own virtual storefront to list and upload your own products, manage your pricing, set your offers, obtain sales reports, download templated banners and more, all from your the seller Dashboard.

What is the Criteria to be Listed on Insider Mall?

To qualify, Sellers must be either be the Principal or Appointed Distributor of International or Local Brands with a Singapore Registered Company. In addition, Sellers must only Sell 100% Authentic & Authorized Branded products.

On a case by case basis, international brands located outside of Singapore will be allowed to list

All Sellers Must offer 14-day Return Service and Free Exchanges for lost or damaged products as a requirement to be listed on Insider Mall.

Increase your Sales Revenues!

1. Targeted Qualified buyers - a relevant demographic of ladies with high income levels, shopping for their next beauty and wellness purchase.
2. Target thousands of potential customers at all buying stages: researching & discovering to those who are ready to buy & re-targeting across both our platforms, Beauty Insider and Insider Mall respectively.
3. Our plans offer low to zero commissions so we can channel back all revenues back to your sales.

What plan shall I choose?

We offer Sellers 4 plans to pick from. These plans are categorized based on the commission structures you pay Insider Mall and the type of marketing and advertising support you can enjoy.

Choose from these flexible selling plans that best fits your business needs and how far you would like to drive your sales.

How many products can I upload to my E-store?

Your store list upto unlimited products. We will provide you with a easy to use manual to guide you along the way.

What kind of products can I sell?

Insider Mall aims to be the leading market place for Beauty & Wellness products. We offer a full range of products choices from Make-up, Skincare, Hair, Supplements, Female Hygiene, Beauty Tools, Green Beauty, Organic products etc. We will consider products outside of this range as well on a case by case basis.

Expiry Date of Products

Insider Mall does not accept products to be listed that have an expiry date less than 12 months old. Buyers have a right to return the product if the expiry date is less than a year.

Who will upload the products to the E-store?

Each Seller will have their own login and password protected dashboard access. You will be guided on how to upload your own products, videos, manage your inventory, pricing and more via a sellers manual.

How do I change or delete my existing listings?

You can manage your product listings on the Manage Inventory tab on your seller dashboard.

Does Insider Mall hold any Inventory/Consignment?

Insider Mall will not hold any inventory stock or consignment. All delivery is done from the Sellers upon receiving the order.

All shipping must be done within 24 hours of receiving the order.

How will I know when my product sells?

Each time an order occurs, you will receive an email from Insider Mall title “This product was sold. Ship Now”

You can also view your orders on you dashboard under Manage Orders.

What do I do once I receive an order?

Once you receive a confirmed order via email, you will need to Sign in to your seller dashboard and click ‘Orders’ to process the order, print the shipping labels & packing slip.

Before joining Insider Mall, you need to let us know if you are using our integrated delivery or your own, which will be the chosen method used throughout the time your product is listed on Insider Mall.

If you are using your own delivery, you will be required to update the Insider Mall Shipping Tracking system with the tracking code.

Do note that all shipping must be done within 24 hours of receiving the order.

Can I create product variations?

Yes you can. On the dashboard you can make changes to your product variation changes such as different shades, volumes etc.

What kind of products are non-returnable, non-refundable and non-exchangeable?

Do note that the Seller must clearly state such type of products in their e-store:

1. Items marked non-returnable, non-refundable and non-exchangeable on products on the sellers stor
2. Items purchased as part of a set that must be complete.
3. Any items that were part of the BFF rewards that were redeemed.
4. Surprise boxes, Mystery boxes that cannot be returned or exchanged.
5. Any product is classified as hazardous materials or use flammable liquids/gases cannot be returned or exchanged.
6. Any other item that Insider Mall seems non-refundable, exchangeable or returned.
7. Certain sales items are also non-refundable, non-returnable or exchangeable.

How does delivery work?

Insider Mall uses Easy Parcel as our official third party logistic (3PL). We have negotiated favourable rates for our sellers and would recommend all sellers to use our 3PL to ensure efficient delivery and tracking and returns of all parcels.

For Sellers who are using Easy Parcel, our system will capture the parcel tracking and will be able to update the buyer. The Easy Parcel tracking site is : https://easyparcel.com/sg/en/track/

If Sellers are using their own 3PL, they must update the tracking numbers within the Shipping System that Insider Mall provides to ensure 100% trackability on all items to ensure the customer can be updated in real time.

Currently we only offer standard delivery options to all buyers which is offered by Easy Parcel. The fees are calculated based on chargeable total weight or dimension, whichever is higher. Please adhere to the following guidelines for acceptable dimensions & maximum weight of the parcel:

Schedule of Rates
E-Commerce Domestic Delivery – DOM123 – 1 to 3 working days (no time-slot)

Parcel Size	Tier 1 Small	Tier 2 Medium	Tier 4 Large	Tier 4 Extra Large
Weight	0-4 kg	4.01-10 kg	10.01-20 kg	20.01-30 kg
Charges	$4.00	$6.00	$7.50	$17.50

Shipment rates will be based on either actual or volumetric weight whichever is higher.

Volumetric Calculation = (Length x Breadth x Height) cm / 5,000 = Vol. Weight (kg)

Max Dimension (Length + Breadth + Height) cm should not exceed 300cm, with greatest dimension not exceeding 150cm on one side

For packages above 30kg, every additional KG will be charged at $0.50 per KG.

Strictly one consignment label to one parcel. If sellers are using your own 3PL the costs will be paid by the seller.

Can I use my own shipping?

Yes, you can. However, you must ensure that products are shipped within 24 hours of purchase and must reach the buyer within 3 working days.

You must update the Insider Mall’s Shipping System with the tracking number so that customers may be updated in real time.

Insider Mall will not reimburse any costs for any delivery done by the Seller’s delivery or 3PL.

What if there are delays in shipping?

Yes, you may. However, you must inform Insider Mall prior to listing that you will be using your own 3PL.

You need to also ensure that products are shipped within 24 hours of purchase and must reach the buyer within 5 days.

You must update the Insider Mall’s Shipping System with the tracking number so that customers may be updated in real time.

Insider Mall will also not reimburse any costs for any delivery done by the Seller’s delivery or 3PL.

Insider Mall will also not be liable for any missing or damaged product. The seller must prepare all the relevant documents of delivery and complete the fulfillment of the order.

In the event of any returns, Sellers must bear the costs for the items and also have to update Insider Mall on the status of the tracking via the seller dashboard.

Do note that your 3PL must provide their own AWB that can be used for returns.

What if my product is lost or damaged by the third-party logistics (3PL)? Who will bear the costs?

If you are using the 3PL of Insider Mall which is Easy Parcel, the liability for any loss of delivery items shall be limited to the value of the delivery item or S$100 per consignment, whichever is lower.

Additional insurance coverage above S$100.00 by way of a nominal fee can be obtained and must be requested to Insider Mall prior to the parcel delivery being sent out.

MTM is not liable for any loss or damage to any item delivered. All claims should be made directly with Easy Parcel.

If you are using your own 3PL, please check the conditions of use and insurance coverage with them directly. Insider Mall will also not be liable for costs related to any missing, lost or damaged by your 3PL.

What payment methods are currently available for buyers?

Insider Mall is currently using Stripe as our payment gateway.

The payment methods available for a SG based account are card payments include Visa, Master Card, Maestro, Amex, Apple pay, Google pay, Wechat and Alipay.

We plan to introduce further payment methods for the ease of buyers and sellers.

How will I get paid?

Seller must set up a stripe standard “connected” account on Insider Mall. This account will be linked to the Insider Mall account.

Seller will have their own Stripe dashboard and Stripe will collect directly from Seller the processing fee of three-point four percent (3.4%) plus 50 cents per successful credit card charge for all Singapore orders.

Seller’s commission and shipping fees will be deducted on each successful transaction and the nett proceeds will be credited to Seller’s bank account, typically in seven (7) business days.

If there are any issues with payments from Stripe, Seller must raise the issue directly with Stripe. In this regard, Seller can contact the Stripe support team from Seller’s dashboard. The Stripe support team provides 24/7 worldwide support, and the available channels for communication are e-mail, chat and phone call.

What is the payment process?

All sellers on Insider Mall must set up a stripe standard ‘connected’ account. This account will be linked to the Insider Mall platform account.

Each seller will have their own stripe dashboard and Stripe will collect the processing fee of 3.4% plus 50 cents per successful credit card charge for all Singapore orders directly from each seller.

Insider Mall’s commission and shipping / delivery fees will be deducted on each successful transaction and the net proceeds will be credited to the Sellers bank Account, typically in 7 business days.

What happens if there is a refund request?

As all payments are made directly to the sellers, the refund request has to be issued by the seller. In the event of a refund request, the seller should offer the buyer a store credit, which entitles the buyer to only use that credit from their respective store. This will be deposited to the buyers Wallets.

Important: Do note that for store credit refunds, you will have to issue this separately and not from the stripe account.

The Store refund should be made in full and the seller should not charge the buyer for the processing fees or delivery charges. Please see exceptions below under change of mind clause.

What if there are problem with payments from Stripe?

As all payments are made directly from Stripe to your Stripe account. Please raise the issue directly with Stripe.

You can reach their support team from your Dashboard->Question mark (top, right)->Support. Their support team provides 24/7 worldwide support, the available channels are: email, chat and phone call.

Can I view sales reports?

Yes from you seller dashboard, you can produce your Sales Reports and have an overall view of sales monthly, weekly, daily.

Sellers who participate in Insider Mall campaigns (including but not limited to 11.11, Christmas, New Years, CNY, etc.), Double Point agreements, and Promoted Sale campaigns must adhere to our Campaign Policy as well as existing Seller Policies. Any Sellers found to be in breach of any of our existing policies may be subject to removal of product listing from the respective campaign.

Participation

Sellers who wish to participate in Insider Mall or joint Beauty Insider campaigns are subject to entry requirements such as, but not limited to: seller rating, previous campaign performance, and operations performance.

Stock Guarantee

Sellers participating in Insider Mall campaigns must always make sure they report accurate stock levels to minimize the chances of order cancellations by seller to out of stock, which will have negative impact on the buyer experience and seller rating.

Price Guarantee

Sellers are not allowed to offer misleading discounts during the Campaign Period that they participate in. Misleading here refers to situations where sellers intentionally increase the original selling price of a product just before the campaign or promotion to exaggerate the value of discount.

Sellers who submit deals must also ensure they fulfill their orders at said price.

Sellers found in breach of this price guarantee policy may have the infringing product listing removed from the participating campaign or deactivated at Insider Mall’s discretion.

Campaign Best Practices

Sellers are to observe and abide by all Seller Policies as well as additional policies arising with campaign participation which includes but is not limited to:

1. Abiding by marketing rules such as decorating the store according to the relevant campaign
2. Mobilizing necessary resources to ensure that campaign volumes will be supported
3. Embracing healthy competition

All items sold on Insider Mall are covered under a “100% Buyer Satisfaction” label, and as such buyers can claim for exchange or refund (via a store credit) within a 14 period upon receiving the item (counted from the date of successful delivery).

Please refer to the scenarios and actions required by the seller and buyers below:

1. If the buyer has received a defective / broken / damaged item / incomplete products or sets.

   Buyer Action: The buyer will be required to send photos and videos (including closeups) for the damaged, broken / dented areas / showing the product not working.

   Seller Action: The seller must send a replacement of the same item and pay for the shipping costs for the returned item and redelivery within 14 days of receiving the claim from the buyer.

2. If the buyer got an allergic reaction to the product they purchased from the seller

   Buyer Action: The Buyer must provide proof of the allergic reaction via photos or videos, including a closeup of the affected area and any other relevant information.

   Seller Action: The action will depend on the choice made by the Buyer from their dashboard.

   The Item can either be exchanged for another product from the sellers store or the seller must provide a refund in the form of a store credit of the equivalent value from your store to the buyers Insider Mall wallet.

   All actions must be completed within 14 days of receiving the claim from the buyer.

   In the event of an exchange, the Seller must pay for the shipping costs for the returned item and re-delivery.

3. The buyer received an item that is expired or near expiry (defined as one (1) year or less)

   Buyer Action: The Buyer must include a clear photo of the expired/near-expiry item on the product.

   Seller Action: The action will depend on the choice made by the Buyer from their dashboard.

   The Item can be exchanged for the same product with a longer shelf life or the seller must provide a refund in the form of a store credit of the equivalent value from your store to the buyers Insider Mall wallet.

   All actions must be completed within 14 days of receiving the claim from the buyer.

   In the event of an exchange, the Seller must pays for the shipping costs for the returned item and re-delivery.

4. The buyer received the wrong product(s) (e.g. wrong size, wrong colour, different product),

   Buyer Action: The Buyer must provide a photo of the wrong product, colour, variation etc and the screenshot of their order details.

   Seller Action: The Item must be exchanged for the correct product within 14 days of receiving the claim from the buyer. The seller must pay for the shipping costs for the returned item and re-delivery.

5. The buyer received faulty product(s) (e.g. does not work or cannot be used),

   Buyer Action: The Buyer is required to send photos and videos (including closeup) for the damaged, broken or dented areas or Videos/ photos of the product showing the product not working.

   Seller Action: The Item must be exchanged for another product from the sellers store within 14 days of receiving the claim from the buyer.

   The Seller must also pay for the shipping costs for the returned item and re-delivery.

6. The Buyer received counterfeit product(s),

   Buyer Action: The buyer must send evidence and proof on their basis of claim to Insider Mall.

   Seller Action: If the claim is verified, they must provide a full cash refund to the buyer and the seller may also be delisted from the Insider Mall platform

7. Buyer’s Change of Mind Claim

   Buyer Action: If the buyer is returning the product due to change of mind they must state the reason for returning the item. The buyer must also pay for the return fee to the seller.

   Change of Mind Policy conditions of return for Buyers:

   1. All Items must be in its original packaging, sealed condition, unopened packaging along with all original accessories and any free gifts received with it
   2. Tags, serial numbers & labels must not be removed or defaced in any manner.
   3. Products must not have a broken seal or unauthorized alteration

   4. The following products are not allowed to be returned in change of mind policy:

      Non Refundable and Non Exchangeable under Change of Mind Policy
      Personal Care	Makeup	Hair Care	Body Care	Fragrance	Supplements
      Mask and Facial Treatment	Lip Products	Hair Color and Dye	Body Wash and Scrub	Gift Sets	All Collagen and Supplements
      Beauty Tools		Styling and Treatment	Oral Care	Body Spray and Mist
      Deodorants and Body Sprays			Bust Care Cream/Lotion
      Feminine Hygiene Products			Fat Burning Cream/Oil

   Seller Action: Upon inspection of the returned item and if the item is in original condition and the buyer’s claim is valid, the seller must provide a refund credit of the equivalent value from your store to the buyers Insider Mall wallet within 14 days of receiving the claim.

General Remarks

1. For all items listed from 1-7 above, the credit card processing fees will be paid by the Merchant and not charged to the buyer.
2. The refunded store credit must be made in full to the Buyer for all Products except for Chang of Mind Policy where the costs of return delivery of the amount of $4.00 will be paid by the buyer. For example, if the Product was purchased for S$ 50, the refunded amount will be S$ 46 to the Buyer for all purchases irregardless of the 3PL used. (this scenario assumes the item returned is below 4 kg).
3. For all items listed 1-6 above, the seller will pay for the costs of the buyer’s returns fee and re-delivery fees based on the schedule of rates stated earlier under Delivery & Shipping.
4. Insider Mall will not refund any commissions, delivery or return delivery charges to the seller for all items listed above 1-7.
5. For any return delivery charges that is charged to Insider Mall example from Easy Parcel this amount will be invoiced to the seller directly or taken from their deposit. Insider Mall will create an invoice for all such transactions and notify the seller.
6. The request for exchange or refund of store credit will be considered rescinded should the buyer not provide proof of return shipping (in the event the seller had asked for the item to be returned).

Packaging Guidelines

Sellers must print out the Air waybill (AWB) for all packages delivered.

These will be available to print from your seller dashboard in order to fulfill your order.

Please ensure that the AWB is printed on a piece of A4 paper. Attach the label securely onto the package to ensure that it does not come off easily during handling of the package. Only attach 1 label to avoid any issues with shipment processing and delivery.

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Easy Parcel has the rights to reject parcels if:

• The shipment does not have a printed label.
• There are more than 1 set of printed labels (multiple AWBs on 1 parcell)
• The label is damaged or with a blurred wording.

1. All Parcels must be completely covered with external packaging. Additional labels and markings may be applied to the external packaging during the delivery process.
2. Packages contained within boxed should be packaged snugly to prevent internal movement during the courier process. Consider the use of spaces, fillers, and paper to fill empty spaces.
3. Irregularly sized items should be placed in a carton box with no empty spaces between items.
4. Fragile items must be wrapped protectively in materials like bubble wrap or packing peanuts.
5. Should the product be in bottle form (ie shampoo, conditioners, large and tall beauty products) please include an UPRIGHT sticker and ensure all products are tightly sealed.
6. Although we promote the recycling of old packaging, Parcels must not contain any old air waybills, and all packages should be sealed properly with heavy-duty carton sealing tape.

Waybill Guidelines

1. After scheduling collection of the parcel, please print the system generated Air Waybill from the seller center on an A4 paper.
2. Please attach the label securely to prevent loss or damage during handling, and attach only 1 label to the package to avoid issues or double labeling confusion.

Easy Parcel has the right to refuse the parcel in the case of:

• Missing or damaged label
• More than 1 set of printed Air Waybills
• The label is blurred or has blurred wording

We require all sellers to offer a way to communicate with buyers from their e-store. This can be in the form of a WhatsApp Feature, Messenger or Email.

Whatsapp Feature

Insider Mall requires all Sellers to enable a WhatsApp Contact Function through their Sellers page listing to facilitate direct customer to business contact in the case of parcel or product questions. This is done through our “Contact the Brand” WhatsApp icon on both the respective brand and product pages.

Email Feature

Sellers may also be able to respond to the customer directly via email.

Buyers may decide to also contact us directly. In those instances, we will assist the customer and liaise with them to ask to contact you directly.

All messages should ideally be replied to within 24hrs. Please resolve all customer issues related to the marketplace within 48hrs where possible.

Insider Mall is not responsible for any communication issues that may arise but will notify the brand at our soonest convenience should their WhatsApp be non-functioning.

Customer Information and PDPA

Sellers must keep any customer information they receive confidential and secure. Sellers are granted access to customers’ personal data for the fulfilment of customers’ orders. Sellers are not permitted to use the personal data of customers for any other purpose apart from the fulfilment of customer orders. All conversions, especially pertaining to transactions made through Insider Mall, should be kept private and originally instigated through the Insider Mall Platform.

Examples of inappropriate and non-permitted use include but are not limited to:

1. Sending mass emails to or calling customers for marketing and other purposes not authorized by Insider Mall.
2. Mailing unsolicited packages or items to customers
3. Sellers are to employ sufficient security measures to protect and store customers’ personal data in a safe and secure manner. This includes taking all reasonable steps to ensure that customer data will only be made accessible for the purposes of fulfilling customer orders.

Sellers are monitored for compliance to the Insider Mall Seller Policies. Any Sellers who breaches any existing Insider Mall or Beauty Insider policy conducts a non-compliant action. Depending on the severity of violation, Insider Mall may take measures such as locking listed products, account restrictions, and withholding or confiscating proceeds in the Seller Account.

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Upon successful account setup and login, each seller can access their seller dashboard. From there, you can do the following actions:

1. Setup your store
• Setup your Store Profile including Name, Logo, Store Address, Short Brand Description
• Upload Videos, Images
• Setup prices / sales prices
• View your product gallery
• Create your product descriptions: short description, how to use, benefits, ingredients, testimonials
• Setting inventory per product - stock countdown per successful purchase
2. Set Coupons & Promotions
• Setting coupon validity
• Use Templated banners - for promos and launches
3. Generate Reports
• Produce your Sales Reports. Overall view of sales monthly, weekly, daily
• Most viewed/sold product

If the buyer is returning the product due to change of mind they must state the reason for the returning the item. The buyer must also pay for the return fee to the seller.

If in the event, the seller may disputes the claim, Insider Mall will attempt to mediate and look at the evidences presented (Including chat history) to determine the final outcome.

In the event where Insider Mall does not hear from Seller within a specified time, it will contact the buyer to offer a refund in the form of a store credit of equal value of the returned item from the Merchants store or an Insider Mall credit (that can be used across all merchants) or a cash refund to the buyer, via the original payment method, which may take up to 14 working days.

As customers’ safety is super important, the following items are non-returnable, non-refundable and non-exchangeable due to Hygiene issues for Change of Mind Policy

Non Refundable under Change of Mind Policy (Items must be unopened and undamaged)

Personal Care	Makeup	Hair Care	Body Care	Fragrance	Supplements
Mask and Facial Treatment	Lip Products	Hair Color and Dye	Body Wash and Scrub	Gift Sets	All Collagen and Supplements
Beauty Tools		Styling and Treatment	Oral Care	Body Spray and Mist
Deodorants and Body Sprays			Bust Care Cream / Lotion
			Fat Burning Cream / Oil

How can i minimise the returns, exchanges or refunds?

All Sellers should be aware of the potential for return and should take care in packaging (see Insider Mall Packing Guidelines) to prevent damage to goods.

Keeping in mind that Insider Mall strives to offer 100% Buyer Satisfaction, we strongly recommend that sellers also offer complete transparency on who the product will is suitable for and other information clearly listed in their e-stores and product details to minimise such disputes.

What is the process for Refunds & Exchanges?

1. On the buyer dashboard (My Account page), the buyer must state the reason for their dissatisfaction of the product, provide supporting documents, photos and any further remarks to support their case so the Seller can process their request.
2. Based on the reasons for returning the goods, the buyer can choose: REFUND and/or EXCHANGE.
3. This must be done within 14 days of the successful delivery of the item.
4. Once this is triggered, the seller and Insider Mall will automatically be informed via a support ticket that will be generated by the system.
5. The seller must then respond to the buyer on the next steps within 3 working days of getting the claim with a reply to either 1) exchange the product or 2) refund a credit of the equivalent value from your store to the buyers Insider Mall wallet.
6. The seller must also inform the buyer if they require the product to be returned or if it can be disposed of by the buyer to avoid the return charges.
7. Subsequently, once approved by the seller, all refunds via store credits and exchanges including re-delivery must be completed within 7 working days.
8. For store credit refunds, sellers will have to issue this separately from your dashboard and NOT from your stripe account as this amount would likely have already been credited to your account.
9. For returns, the seller must contact the respective 3PL such as Easy Parcel and coordinate with the buyer to arrange for the pick up of the return product and re-delivery to the buyer.
10. Do note that the Sellers will be responsible for providing the relevant return Waybills and return addresses to ensure buyers return items back to the seller.
11. If the product is being returned using Easy Parcel using Insider Mall’s integrated shipping, the seller will bear the return delivery fees based on the schedule of rates stated earlier (except for Change of Mind claim which is paid by the buyer) and an invoice will be sent by Insider Mall for the delivery amount or it maybe taken from the sellers deposit.
12. Finally the seller must then update Insider Mall of the outcome of the case using the same support ticket via their dashboard using “tickets” so the case can be closed.

How to manage/minimise returns, exchanges or refunds?

1. All Sellers should be aware of the potential for return and should take care in packaging (see Packing Guidelines) to prevent damage to goods.
2. We also recommend that you communicate with the buyer as soon as the return request is received. This way you can understand the reasons behind why the buyer wants to return the product and resolve their reasons on why they want to exchange / refund.
3. Keeping in mind that Insider Mall strives to offer 100% Buyer Satisfaction, we strongly recommend that sellers also offer complete transparency on the products suitability, returns & refundable information, check expiry dates, clearly state if any allergy tests are required and other pertinent details.

What should I do if I do not receive the return shipment (if requested) from my buyer?

Kindly contact the 3PL to track the whereabouts of the item and provide the tracking number to them.

What if I want to dispute the refunds, exchanges or returns?

Please keep in mind that as Sellers, you have agreed to a “100% Buyer Satisfaction” label, and as such buyers can claim for return / exchange / or refund within 14 days of upon receiving the item (counted from the date of successful delivery).

In the event that you do not agree to the refund or exchange claim made by the buyer, please contact us via help@insidermall.com with the following information:

1. The Order Number of the returned item that the buyer has claimed against / Support ticket number generated for the case.
2. The Order Item ID
3. An Explanation and comments you wish us to know when looking into the case. Please also include the most detailed comments for us to understand your case better from the buyer.
4. Upload a File or any pictures to support your claim

The seller must file their dispute case within 7 calendar days of receiving a claim from the buyer and also update the buyer.

Any period beyond this, Insider Mall will proceed to contact the buyer to offer a refund in the form of a store credit of equal value of the returned item to the sellers wallet.

It will also then charge the seller the equivalent amount of the refund amount paid to the buyer which will be taken from the seller’s deposit and / or invoiced directly to the seller should the deposit value not be enough that is held by Insider Mall.

What kind of Refund can I issue?

Insider Mall offers a store credit which buyers can use to purchase from the respective seller store. This will be credited to the buyer’s Insider Mall wallet and has to be issued from the seller dashboard.

What are Store Credits?

A store credit allows buyers to purchase products from individual sellers and merchants on Insider Mall. It is not transferable to other stores or brands, and has a one year validity period from the date of issuance.

This is usually issued in the form of a refund to a buyer.

Important: Do note that for store credit refunds, you will have to issue this separately and not from the stripe account.

How long are Store Credits Valid for?

The store credit is valid for a maximum of one year from the date of issuance. After this period, the store credit will expire after this period. On a case by case basis, and if the buyer appeals, Insider Mall will work with the seller to offer an amicable solution that works for all parties.

Please take note of these cut-off timings for to arrange the pick up by Easy Parcel.

If the pick up window falls between from Monday to Friday. Sellers can choose from these 3 pickup time-slots:

• 9:00am - 12:00pm
• 12:00pm - 3:00pm
• 3:00pm - 6:00pm

We highly recommend picking up reservations to be created 1 working day in advance to ensure that there is a vehicle available.

Time Slot	Reservation Time
9:00am - 12:00pm	At least 1 working day earlier (before 6:00pm)
12:00pm - 3:00pm	At least 1 working day earlier (before 6:00pm)
3:00pm - 6:00pm	By 2:00pm same day

Each shipment must be packed in good condition for delivery (see our packing guidelines) and must contain the Airway Bills.

Easy Parcel has the rights to reject parcels with no printed labels, multiple labels, damaged labels or with a blurred wording; or does not comply with the specification weight and dimension.

How can I contact Easy Parcel regarding my delivery?

You may contact Easy Parcel at +65 6206 6610

What is Easy Parcel’s delivery procedure?

Easy Parcel will deliver the parcel within 1 day from pickup date.

Easy Parcel delivers between Monday to Sunday, from 9:00am to 10:00pm (excluding public holidays).

An SMS will be sent to the buyer to inform if the parcel is on its way. If no one is at home, the personnel will try to contact the buyer if permission is granted to leave the parcel in the riser, door gap, shoes cabinet or etc. In order to leave the parcel in a safe place, the recipient is required to provide a 4-digit One-Time Password (OTP) to the personnel provided by Easy Parcel.

If the buyer is uncontactable via phone, email or text message, two more delivery attempts shall be made within the window of 1 - 2 days between each before the parcel is returned to the seller.

Please take note of the Cut off Order Times:

• Monday to Friday: 16:00
• Saturday: 11:00

Any orders submitted after 16:00 (Monday to Friday) and 11:00 (Saturday), collection will only take place on the following working day.

IMPORTANT: Please print out consignment notes and paste it securely on the parcels. Easy Parcel drivers has the right to reject collection if the parcel is not attached properly with a Easy Parcel consignment note and return AWB.

The consignment notes can be downloaded from your seller dashboard once you have changed the status of your item to ‘ready for pickup’.

Pickup Times by Easy Parcel

Monday to Friday: Latest 18:00
Saturday: Latest 15:00

Delivery Lead Time

Once items are picked up and arrive at the Easy Parcel distribution center, it will be checked and sorted into zones to be ready for delivery, with up to 1 re-delivery attempt.

Should the buyer be unreachable by phone, email or SMS after failed delivery attempts, Easy Parcel will return the parcel back to the sender. This will constitute as “Returned to Sender” and is equal to “Delivered” status.

95% of the parcels with the “Arrived Hub” status at the Easy Parcel distribution centre during off-peak season (after Lunar New Year period till end September) will be attempted to deliver within the chosen service level and within two additional working days on top of chosen service level during festive periods (October to Lunar New Year) excluding delivery exceptions or delays due to unforeseen circumstances.

Delivery Hours

9:00 – 22:00 (Monday – Sunday)
No deliveries on Public Holiday

Return of non-deliverables

After 2 failed attempts deliveries. Non-deliverable parcels will be held at Easy Parcel for a maximum 7 working days. Parcels will then be returned back to Seller.

What is Easy Parcel 4-digits One-Time-Password (OTP)?

The One-Time-Password (OTP) is used to ensure the delivery of parcels to the recipient when they they are not available at the delivery address at the time of delivery.

Easy Parcel’s will try to contact the recipient if permission is granted to leave the parcel in the riser, door gap, shoes cabinet etc. In order to do this, the recipient is required to provide a 4-digit One-Time Password (OTP) to the delivery driver provided by Easy Parcel.

The recipient will receive a message from Easy Parcel via text message or SMS which will include the 4-digits One-Time-Password (OTP).

By providing the 4-digits One-Time-Password (OTP) to the personnel, the buyer has authorized the personnel to leave the parcel at a spot.

Do note that Insider Mall and Easy Parcel will not be liable for any lost claims in cases where the buyer provided the code to the delivery driver provided by Easy Parcel.

What information do I require for lost and damaged orders?

To claim from Easy Parcel for your lost or damaged orders, you need to present the Order/ Tracking Number.

If your product is damaged, you need to show evidence of damage by showing:

1. Pictures of the interior and exterior packaging
2. Visible fragile sticker or indication on the exterior packaging with the air waybill (writing/drawing is not acceptable)
3. Cushioning Material within the packaging (bubble wrap, styrofoam etc)
4. Upright arrow symbol or label for liquid items ((writing/drawing is not acceptable)

Do take note that the maximum claim amount is $100. For additional insurance, do advise Easy Parcel or your 3PL directly.

The claimable period is 30 days after the delivery date.

How do I update my tracking information?

If you are using Easy Parcel, it will automatically be updated in our system once the parcel has been picked up and delivered to the customer.

If you are using a 3PL, you will need to update your dashboard under “Orders” with the tracking number so we can update the buyer in real time on the status of their order.

What if I accidentally shipped the wrong product?

Please find out the status of the item and notify the 3PL and also Inform us via email on the affected orders immediately if this happens and email us on help@insidermall.com stating the tracking number.

If the item has already been delivered to the buyer, the Item must be exchanged for the correct product within 5 days. You will have to pay for the returned item and re-delivery fees.