Producer FAQs

Index

Section 1. Onboarding

What will I need to make the onboarding easy?

We set up the shopfront for free, and where we can, we grab the information we need from your website. Good things to have to hand are:

Extra photos and videos. The App can handle 10 images in the About section, one of which can be a video, and 5 images for each product, one of which can be a video.
We use Stripe to collect payment from the customer and to pass it on to you. If you already have a Stripe account, please provide us with the email address that is connected to your Stripe account.

What information will Stripe need?

The form is intuitive. However, please take care when filling in the details as the ability to go back and edit is limited.

Business details:

Name, email and phone number. Note that they will validate your phone number by sending you a code.
Bank details.
For LTDs & LLPs only: company number and registered address

For you (these may be the same as above):

Name, email, job title, date of birth and home address and the percentage of the business owned.
The same details for anyone else that owns more than 25% of the business.

Note when completing the form:

Industry - There is no obvious category in the drop down list, so we suggest that you type "food" into the search bar and select "other food and dining".

Finally, they ask for details of any people that have a significant management responsibility. In a small minority of cases this will apply is you have someone running the business that is not a significant shareholder or partner.

If you are struggling at all please do ping us a WhatsApp, and we will do what we can to help.

Section 2. Order process

How will I know an order has been made?

When an order is made on the App, you will receive an Order Email listing what has been ordered and the fulfilment details.

How do I confirm an order?

There are two ways to confirm an order:

Press the Confirm button at the bottom of the Order Email (recommended), OR
Log into the Producer Portal, select Orders and click Confirm opposite the relevant order

Note that for a group order there will be a number of individual orders. You can either confirm them as you receive them or confirm them in one go once the order has closed.

How do I change an order?

Log into the Producer Portal, and select Orders. Click on the relevant order number and the full order details will appear. On this page you can reduce the number of items ordered to reflect what you have in stock. Then hit save. The customer will be notified, and the final payment made will reduce accordingly.

How do I cancel an order?

Log into the Producer Portal, select Orders and click Cancel opposite the relevant order

How do I message the person/ people who have ordered?

Log into the Producer Portal, and select Orders. Click on the relevant order number and the full order details will appear. On this page, at the bottom, there is space for you to do a bespoke message which will be sent to the customer(s) via the App.

What order documentation will I receive?

A Documents Email. Once you have Confirmed an order, you will receive a Documents Email containing a PDF with the Order Confirmation and a Delivery Note(s) for you to print out and provide to the customer(s) with the order. The timing of the Documents Email will vary depending on the type of order: For a private order - the Documents Email will be received as soon as you have Confirmed the order. For a group order - the Documents Email will be sent to you at 11pm on the day before you expect to process the order, or if later, once you have Confirmed the order in its entirety.
A Payment Email. This email will be sent either at 8am on the morning that pick up or delivery is scheduled for, or following the Documents Email if later. At the bottom of the email there will be a Complete button. Press this Complete button only once the order has been completed, and this will trigger payment.

How do I know when an order has been delivered?

This is down to you, and the processes you have with your fulfilment partners.

How do the users know the days I am able to deliver?

When you set up your shopfront, you will need to enter the days required to prepare the order and the days required for delivery. You will also be asked to enter the days you are available for customer to pick up from you, the days on which you deliver locally and the days on which you dispatch by Royal Mail/ Courier (including the terms of the delivery). For all delivery options you are able to restrict the post codes to those to which deliveries are made.

Overall our aim is to mirror your delivery T&Cs on the App.

3. Payments

When do we get paid?

Once you have confirmed that the transaction has been completed, Stripe will automatically transfer the money to your account. Their expectation is that this is within 3 working days.

How can we tell a WeFarmShop payment from any other Stripe payment?

Yes – the receipt will show up on your bank statement as from WeFarmShop.

Is payment guaranteed?

Effectively yes. When the buyer places an order, Stripe ensures that the required funds are ring-fenced at the buyer’s bank (The buyer will see the payment as “pending”). When the transaction is completed, Stripe transfers the funds direct from the buyer to you, deducting our commission on the way.

How do I reconcile the value of the sales transaction to the amount I receive?

In the Producer Portal, you will see a list of orders. For each order, the sales value, the WFS fee deducted and the net payment made to you are set up.

How do I get a list of orders to pass onto my accountant?

In the orders section on the producer portal, select the orders using the tick boxes on the left of the screen and then select Export from the dropdown menu at the top. This will transfer the selected orders into a .csv file which can then be opened in Excel. This will make your accountant very happy!

4. Group orders

How do group orders work?

Customers set up a group on the App.
One member places an order selecting
- a single delivery address and
- a delivery (or collection) date. Delivery options are tailored to you based on details you have entered in the Producer Portal
Other customers in the group then have a period of time to add to the order. Depending on the delivery date selected, this can vary from a few hours to a few days.
Each time an order is placed by a group member, you will receive an Order Email. You have the option to confirm each group order as it arrives (recommended) or to confirm the whole group order once the order has finalised.
The order will finalise automatically at 11pm on the evening before you need to receive it to prepare and despatch it on time. We calculate the timing based on the preparation time and despatch time entered in the producer portal.
Once the order has finalised, you will receive one of two emails:
- If you have confirmed each order individually: you will receive an Order Confirmation Email include a set of despatch documents for each member of the order.
- If some elements of the group order have not been confirmed: you will receive an Order Email containing details of the whole group order. Once you have confirmed the order, you will receive by return an Order Confirmation Email.

Do group orders always go to a single destination?

Yes. This saves the producer time and money, with a beneficial impact on carbon emissions.

5 Private orders

How do private orders work?

Private orders are made by a single individual.
You will receive the order as soon as it has been paid for.

6. Delivery and Pick up options

How do delivery charges work?

Delivery charges are applied as per your website, including the threshold for free delivery.

How do delivery charges work for a group?

Delivery charges are split evenly between members of a group.
Final charges will be adjusted as required when the order finalises to ensure everyone on the order pays an equal share, or is reduced to £nil if free delivery has been achieved.
Until then, the App assumes that each order will be the last addition to the group order, and will reserve the necessary funds to cover payment.

7. Your shopfront

What producer details are listed on the App?

The following details are listed and can be updated at any time, either by logging in or by messaging us and we will make the changes for you:

Address (including longitude and latitude)
Pick up and delivery days (note that delivery days are the date of delivery not the date of dispatch)
Basket discounts
Content (words, pictures and videos)
Preparation time and delivery time
Delivery charges and order amount required for free delivery

What product details are listed on the App?

The following details are listed and can be updated at any time, either by logging in or by messaging us and we will make the changes for you:

Weight/Volume etc
Price
Department
Stock status
Content (words, pictures and videos)
Product discount.

How do basket discounts work?

Enter the following details

The order value from which the discount applies (in pence)
The percentage discount you wish to offer.

Then tick the "Is Active" box

The details of a basket discount can be updated at any time:

Update the "Amount" and/ or the "Percent Discount" as required and hit Save.
Untick the Is Active box and hit Save to remove the discount from your shopfront
Tick the delete box and hit Save.

How do product discounts work?

Enter the following details

The amount of the discount (in pence)
The required number of items for the discount to apply
The dates to and from you want the discount to apply. To make the time for which the discount applies open ended, leave the Date To box empty.

The details of the discount can be updated at any time.

The details of a product discount can be updated at any time:

Update the "Discount" (in pence) and/or the "Required Amount of Units" and hit Save.
Untick the Is Active box and hit Save to remove the discount from your shopfront
Tick the delete box and hit Save.

8. The Producer Portal

How do I access the producer portal?

Contact us and we will provide a username and password.
Go to: https://api.wefarmshop.com/admin/login/

Remember, if helpful, we will make any changes for you without charge – just message us – details at the top of the screen.

How do I change my password?

In the producer portal in the top right-hand corner, you will see a link to Change Password. For the best security, you should update this regularly.

How do I change my address?

Click on the address button, make the necessary changes and click save. Don’t forget to update the longitude and latitude.

Can I set up more than one address?

Yes – for example if you go to a market regularly, you can offer collection at the market.

How do I add an address?

In the address section of the admin area, click on Add an address and add the details.

Note: For longitude and latitude, use google maps. Adding this information accurately is important as it enables us to show how far you are from the customer.

How do I save changes?

Don't forget to save changes by clicking on one of the Save buttons at the bottom of the page.

9. Stock management

What if I am out of stock?

Make sure that the stock level is set to 0 in the admin area (or give us a call and we will do it for you). Be sure to update the App/ let us know as soon as you have stock again!

10. Our charges and Stripe Fees

Other than the commission on completed sales, are there any charges?

There are no other charges.

When does WeFarmShop take its commission?

Stripe will deduct our commission automatically before passing the payment to you.

Who pays Stripe fees?

WeFarmShop pays all Stripe fees associated with the transaction.

Who is Stripe?

Stripe, a financial services company, is our payment services provider. On our behalf, they collect payments from customers and pass them onto you. For further information, please see www.stripe.com.