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Vendor support service

Estimated reading: 4 minutes

If you encountered an issue while managing your eFruit shop, we are here to help you. Just find your problem among the most usual ones here, or write us in the form at the bottom of the page.

An order has been completed but I have not received the payment.

Payments are managed directly from the eFruit platform and can be collected in your Seller Area. eFruit acts as an intermediary between seller and consumer. Payments made on the platform are held for 7 days by eFruit, all to guarantee the consumer the right of withdrawal and thus allow him to request a refund. Once the 7 days have elapsed, just follow a few simple steps to collect your payment.

  1. Click on your user at the top right.

  2. Click "Seller Area".

  3. In the black menu click on "Withdraw".

  4. Check your balance. If this is more than € 20.00, you can request to redeem it.

  5. The section is located within the "Withdraw" page.

  6. Always keep in mind that eFruit automatically credits the monthly balance to each seller every 30 days.

I need to cancel an order.

This operation can occur for several reasons. If you find that you need to cancel an order, here are the steps to follow.

  1. Click on your user at the top right.

  2. Click "Vendor Area".

  3. In the black menu click on "Orders".

  4. Find the order you want to cancel.

  5. Click on "Cancel Order".

  6. Save with the button at the bottom.

The customer has requested a return.

Each seller can decide to set their own terms and conditions. Among these, you can determine your own return request times. In fact, short-term but also long-term perishable goods can be loaded on eFruit. Based on these aspects, each seller can set their own terms on the line of products sold. Throughout the time interval between the sale and the end of the return period, eFruit reserves the right to withhold the amount paid by the consumer to proceed with any refund requests.

I want to highlight the incorrect behavior of a consumer.

In its relationship as an intermediary between seller and consumer, eFruit’s task is also to guarantee fairness on both sides. For this reason, problems of this kind will be taken into serious consideration, in order to protect both categories in the same way. For this reason, we invite you, should something similar occur, to contact our Support providing as many details as possible so that our team can study the situation and take action if necessary.

I am unable to complete an order.

In the hope that this eventuality will never occur, it is still possible that, for various reasons, a seller may not be able to complete an order on time. In the event that this happens, you can cancel an order by following the steps listed:

  1. Go to your Vendor area

  2. In the black menu click on "Orders"

  3. Select the order in question.

  4. The order will be marked as "Pending".

  5. Select "Cancel order".

  6. The order will be canceled at this point, the customer will be notified and the eFruit platform will reimburse him for the entire amount paid.

I am not able to ship the order.

eFruit does not manage the shipments, but leaves this task to the seller. This is why you are asked to enter, in the “Shipping and delivery” section, the area in which you want / can move for shipments. This function has been added to meet the needs of each seller, who can thus measure their movements and orders in the area he has chosen to cover. However, if for any reason it is not possible to make the delivery in person, our Assistance department will be able to direct you to a courier / forwarder to proceed with the completion of the order.

If you need to contact us for a problem with eFruit, just push the button and indicate your eFruit Vendor code in the message.

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