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FAQS
Here are a few common questions
How does the Shopper Support team assist with order processing?
Each of Shoppable's support representatives enable a seamless e-commerce experience for our brand partners' shoppers by providing expedient, live order support around the clock. The Shopper Support team is staffed nearly 24 hours, 7 days a week and help troubleshoot order issues live for shoppers that may be experiencing order processing delays due to: product availability issues, product substitutions between retail partners, address validation errors. When shoppers reach out to Shoppable, brands can rest assured that their end-users can rely on support with post-purchase order inquiries such as general order status questions, tracking information, connections to retail partner support teams, and more! The Shopper Support Team works strategically to identify key trends surrounding retailer order experience. When a shopper reaches out about a popular or hard-to-find product, the support team immediately connects shoppers to a point of purchase through our retail partners, wherever possible. Shoppable's support team allows our larger business team to focus on order retention and producing actionable insights for our brand partners through valuable feedback collected from their shoppers through our technology.
How do I make a purchase?
Find the product you want, add it to your bag and then click "Place Order". Once you have found an item that you would like to purchase, simply click on the button that says, “Add to Bag.” To check out, click on the shopping bag at the top of the screen, this will take you to a shopping bag confirmation page. On this page, click the button that says, “Checkout.” From there all you need to do is fill out your shipping, billing and payment information and then click “Place Order”. If you have any questions please contact ShopperSupport@shoppable.com and a member of our Shopper Support Team will be happy to assist you.
What does "Powered By Shoppable" mean?
Shoppable® is a technology company that powers shopping capabilities for many multinational companies. In other words, Shoppable® allows you to buy products we feature from reputable merchant partners without being redirected to their websites.
Why does Shoppable process pre-authorizations during checkout?
You can safely ignore pre-authorizations from Shoppable as they will be removed, usually immediately after checkout. When you submit an order during checkout, Shoppable first issues a pre-authorization check with your credit card. This will include an additional 20% to account for sales tax and any small price changes that might occur once the actual order is placed with the merchants selected in your cart. The pre-authorization is immediately followed by a cancelation, as this will validate fraud prevention and confirm that sufficient funds are available with your payment method. This will allow your selected merchants to charge your credit card and complete your order. Your credit card statement will list each merchant from which you purchased through Shoppable. Each merchant will be a different line item if you purchased from multiple merchants. You can safely ignore pre-authorizations from Shoppable that might momentarily show up on your statement as pending because they are always removed leaving only your charges from the merchants included in your cart for your purchases. You will also receive confirmation emails from these merchants confirming your purchase and final purchase amounts.
What causes a delay in order processing?
Some orders get flagged and put on hold. This can be caused by a number of different reasons. Some orders get flagged and put on hold for various reasons by a merchant. This can be caused by a number of different reasons including but not limited to: incorrect billing/shipping information, product stock availability issues, invalid payment information, product wuantity restrictions, product price changes, suspected fraud.
How do you calculate shipping fees?
When a shopper checks outs, you'll see the shipping fee for each individual merchant. Shipping fees mirror the merchants' website and fees. If a merchant offers "Free Shipping" over $35 or another threshold, this is represented via Shoppable as well.
Who handles order customer service?
Customer Service is handled by the merchants in partnership with Shoppable. We have a 24-Hour Shopper Support team that will handle any questions after the shopper submits their order. Shoppable works with Shoppers to answer questions and help them with order tracking as needed. Most Shoppers know to direct questions about their orders, returns, and exchanges to the merchant, but Shoppable's team is backup support to ensure the shoppers have what they need. The Shopper Support team also jumps in to assist customers with their orders as needed.
How can I track my order?
Each merchant will send an order confirmation email followed by an email with the tracking number. Tracking numbers are not generated until after the order is processed and fulfilled. Orders can take a day or two to finish processing depending upon the retailer so expect an email with the shipment tracking code to arrive approximately 24-48 hours later. Once the order has shipped and the tracking number has been provided, it's best to direct your questions relating to that order directly to the Shopper Support team. When contacting the Shopper Support team about your order, use the order number in the confirmation email.
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