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Frequently asked questions

Find answers to common questions about cross-store selling in Shopify with CrossMystore.

How CrossMystore works

  • What is cross-store selling?
  • What are the benefits of cross-store selling?
  • Why should online stores use CrossMystore to manage their cross-store selling?
  • How does CrossMystore work?
  • Are there any entry conditions for using CrossMystore?
  • Can a brand be just a retailer or a supplier, or both?
  • In which countries is CrossMystore solution available?
  • Do brands that enter into an agreement have to operate in the same country?
  • Can a brand invite another brand that is not yet in the directory?
  • Who decides the commission for each sale?
  • How are payments and orders handled?
  • How are sales taxes handled?
  • How is the stock managed?
  • Who covers the shipping costs? 
  • What are mixed carts?
  • How does the retailer’s customer know that they are buying another brand’s product?
  • How are mixed cart orders handled?
  • Can the retailer modify the prices of the supplier’s products?
  • What happens if the supplier’s products are in a different currency than the one the retailer uses in their online store?
  • Is it possible to create a cross-store selling partnership including subscription-based products?
  • Should brand partners have a contract in addition to the one provided by CrossMystore?
  • Should brands update their legal terms and conditions?
  • What happens if one of the parties does not fulfill its obligations in the purchase process and/or after-sales period?
  • How is an agreement between two brands terminated?
  • How can a brand unsubscribe from CrossMystore?
  • What is the difference between a marketplace and CrossMystore?
  • What is the difference between dropshipping and CrossMystore?

Customer experience

  • How do the retailer’s customers know that they are buying another brand’s product?
  • Who handles any questions a customer may have about the purchased product?
  • What emails does the customer receive?

Retailer

  • Does the retailer have to buy the stock from the supplier?
  • When does the retailer collect its commission on their sale?
  • Does the retailer brand have to pay the Shopify commission?
  • How are the supplier brand’s products presented for sale in the retailer’s online store?
  • How do the supplier’s product orders appear in the retailer’s Shopify dashboard?
  • Can the retailer edit the price of the supplier’s products?
  • Can the retailer edit the supplier’s product description and images?
  • Why is it necessary to verify whether the supplier brand is registered as an Intra-Community Operator? (European brand)
  • Who pays VAT on intra-community acquisitions? (European brand)

Supplier

  • How can a supplier review a brand before accepting it as a partner?
  • When does the supplier brand get paid?
  • Does the supplier brand have to pay the Shopify commission for the sales of its products made in the retailer’s store?
  • Can the supplier brand update the retailer’s commission?
  • Can different commissions be offered?
  • Can the supplier modify the prices of its products available to retailers?
  • How does the supplier process orders?
  • Are intra-Community deliveries of goods exempt from VAT? (European brands)
  • What must a supplier brand selling in Europe do to be exempt from paying VAT? (European brands)

Collections and payments

  • Can the retailer change the prices of the supplier’s products?
  • How does the retailer handle an order cancellation?
  • How is any incident with a customer’s payment handled?
  • Who issues the delivery confirmation to the customer?
  • How do the retailer’s store promotions work on the supplier’s products?

Orders, shipping and returns

  • How are returns and refunds handled?
  • How can the retailer keep track of customer orders?
  • How do shipping rates work?

How CrossMystore works

✔ What is cross-store selling?

Cross-store selling is a marketing strategy that involves offering the customer products from other brands, complementary or related to their existing basket when they go to make a purchase.

These are integrated into the existing collections in the brand’s online store or listed as recommendations alongside the items that the customer originally wanted to buy.

The objective of this co-branding technique is to increase the revenues of both businesses by combining and building on the shared strengths and values of each brand. In this case, both share similar audiences.

In this partnership, brands can act as retailers, selling third-party products directly in their online store; as suppliers, offering their products to third parties to sell in their online stores; or as both, forming a perfect match.

✔ What are the benefits of cross-store selling?

This type of partnership, in which both brands complement each other, makes it possible to reach more potential audiences and increase consumer trust, reducing marketing costs and increasing revenues.

The retailer expands its product portfolio, increasing its Average Order Value (AOV) thanks to the additional sales generated through this partnership.

In turn, the supplier gains a new sales channel at zero marketing cost, reducing their Customer Acquisition Costs (CAC).

✔ Why should online stores use CrossMystore to manage their cross-store selling?

Cross-store selling brings many benefits to any online store, but without automatic synchronization of stock and orders, without a platform that regulates commissions, payments, and shipments, and without a directory of brands willing to form these partnerships in the geographical area of interest, it is almost impossible to successfully take advantage of without a massive investment of resources.

CrossMystore is a solution specifically designed to make it easier for marketing teams to form this type of partnership and manage them efficiently, without having to worry about creating the right technology or finding complementary brands: 

    • Directory of brands sorted by sector and geographic location
    • Automatic integration of the supplier’s products into the retailer’s store, respecting the design of its product page
    • Automatic synchronization of stock and orders
    • Relational framework that facilitates negotiation between brands
    • Direct communication between brand partners
✔ How does CrossMystore work?

CrossMystore is a solution available in the Shopify App Store which allows brands with an online store on Shopify to cross-sell between different Shopify stores.

Once the brand downloads the application, during the registration process it can choose the role of supplier, retailer, or both. The registration steps are listed below.

The brand fills in the information about if they are interested in acting as a supplier, retailer, or both. In case they do not want to choose one of the two roles, either as a supplier or retailer, they can skip this step in the registration process. If they change their mind later, they can come back to complete this step.

1. Select products to sell as a supplier
If the brand wants to make its products available to sell on other Shopify online stores, it selects the items it wants to export to CrossMystore from its catalogue.

If it does not wish to be a supplier, the brand can skip this step.

2. Set the commission payable to the retailer
If the brand wants to act as a supplier and sell its products in other online stores, it then determines the commission that the retailer will earn for each sale made of the supplier’s items in the retailer’s online store.

This step is available only to brands that have chosen to list their products in the CrossMystore directory and let other brands sell them directly in their online storefronts in exchange for a commission.

By default, if the brand does not wish to act as a supplier, this step will not appear in the registration process.

3. Search for partner brands
In the CrossMystore directory, brands that wish to act as retailers and sell third-party products in their online store will find a catalogue of suppliers.

In the directory, in addition to being able to see the commission of each supplier brand, the brand can filter by country of origin, price range, industry, or search directly by brand name.

The retailer selects the supplier with which it wishes to form a cross-store sales partnership. A notification is automatically sent to the supplier, which it then accepts or rejects.

4. Import products to the retailer’s store
If the supplier accepts the partnership request, the retailer can import the products that it wishes to sell in its online store.

The selected products are imported as a new collection, adapting to the style of the retailer’s storefront. Stock levels and product prices are synchronized with the information from the supplier brand’s online store in real-time.

When a product from the supplier brand is sold in the retailer’s online store, an order is automatically created in their Shopify dashboard just like any other sale.

At the same time, this information is sent to the supplier’s store so they can start the process of order fulfilment.

In addition to integrating both stores and synchronizing stock and pricing, CrossMystore automates the fulfilment processes between the partner brands, facilitating sales management and commission payments.

✔ Are there any entry conditions for using CrossMystore?

No.

Any brand with an online store on Shopify can use CrossMystore.

✔ Can a brand be just a retailer or a supplier, or both?

Brands are free to choose the role that works best for their business, be it as a supplier, retailer, or both.

We want to help you find your perfect partnership match.

✔ In which countries is CrossMystore solution available?

CrossMystore is available to brands with Shopify stores worldwide.

We recommend that before beginning any partnership, please take into account the specific regulations of your country.

✔ Do brands that enter into an agreement have to operate in the same country?

Yes.

We recommend that the retailer and supplier operate in the same country to avoid logistical problems such as dealing with customs.

In the case of Europe, European Union countries can partner with each other without issue.

We understand that each country has specific requirements and regulations, so we recommend soliciting the advice of an expert on this subject.

Both parties are responsible for discussing the logistics of orders before activating the partnership so that there is no impact on the customer experience.

✔ Can a brand invite another brand that is not yet in the directory?

Yes.

Brands are free to invite any other brand they want to partner up with. The only requirement is that their online store is a Shopify store.

To invite a brand partner, all you need to do is share this link to the application so they can download it.

✔ Who decides the commission for each sale?

The supplier brand is the one that decides the commission it will offer to the retailer for each sale of its products made in the retailer’s online store.

When thinking about the retailer sales commission, the supplier should take into account that it is they, the supplier, who is responsible for shipping the order.

✔ How are payments and orders handled?

The process is automated according to the following contractual relationships:

1. Contractual relationship between customer and retailer: the customer pays the retailer, who confirms the order following the same procedure as with any other product in their online store: issuing a purchase confirmation reference, sending an email with the information of the purchase made, etc. That is, the retailer is the one who issues the purchase confirmation to the customer according to the terms and conditions published on their online store.

They are also responsible for paying Shopify’s processing fees for the sale according to their plan.

2. Contractual relationship between retailer and supplier: the supplier receives full payment for the purchase and pays the retailer their sales commission.

In other words, the supplier issues an invoice to the retailer for the sale of their product in the retailer’s online store, according to the commission agreed upon in the partnership.

The supplier is also responsible for the payment method used to pay the retailer.

✔ How are sales taxes handled?

There are two situations to be managed depending on the regulations of each country:

1. Transaction between the customer and the retailer: the retailer collects the corresponding taxes from the customer according to their country’s regulations.

2. Transaction between the retailer and the supplier: depending on the supplier’s country regulations, the supplier may not have to pay taxes if it has a resale certificate from the retailer, is registered in the EU VIES, etc.

We understand that each country has specific requirements and regulations, so we recommend soliciting the advice of an expert prior to entering into any partnership.

Before starting a partnership, the brands should contact each other and discuss these issues to avoid any future incidents.

✔ How is the stock managed?

The supplier brand manages the stock. That is, it is responsible for shipping orders and managing returns and exchanges.

In the event of any problem, the brands should contact each other to find a solution that benefits both parties.

✔ Who covers the shipping costs?

Shipping costs shall be borne by the supplier.

The supplier must take shipping costs into account when selecting the products to be included in its cross-store selling arrangements.

✔ What are mixed carts?

These are orders placed in the retailer’s online store that include the retailer’s own products as well as those of the supplier.

✔ How does the retailer’s customer know that they are buying another brand’s product?

The supplier’s products are identified in the retailer’s store, with the name of the brand partner in the title.

We recommend that the retailer explains in its terms and conditions that it is selling third-party products.

✔ How are mixed cart orders handled?

The process has been automated so that both parties can manage it just as they would with other products available in their online store.

In the case of the retailer, when they receive a mixed-cart order, i.e. a purchase that includes products from both their brand and the supplier, they are automatically separated so that the retailer can manage their own products while the supplier does the same with theirs.

This process is automated so the supplier receives the order information in their Shopify dashboard immediately after the purchase, and manages it just as they would with the products they sell in their online store.

Therefore, the customer will receive the order notification twice. The retailer will send them an email with the information regarding the shipment of their products, and the supplier will do the same to inform them about theirs.

We recommend that the supplier also forward these emails to the retailer to ensure that all parties receive confirmation of all of the relevant information.

Both parties can agree on this point so that there is no impact on the customer experience.

✔ How are mixed cart orders handled?

No. In no way can the retailer modify prices.

The prices shown on the product page are those synchronized with the supplier’s online store.

Do you think we should include this feature? Send us an email at [email protected]!

✔ What happens if the supplier’s products are in a different currency than the one the retailer uses in their online store?

We recommend brand partnerships between brands sharing the same currency. 

✔ Is it possible to create a cross-store selling partnership including subscription-based products?

No.

The agreements between brands must be based on products requiring only a one-time payment.

Do you think we should include this feature? Send us an email at [email protected]!

✔ Should brand partners have a contract in addition to the one provided by CrossMystore?

If they deem it necessary, then no problem.

Any additional agreements between the brands are the sole responsibility of the partners.

✔ What happens if one of the parties does not fulfill its obligations in the purchase process and/or after-sales period?

The affected brand should contact the other brand directly to resolve any issues. Both the retailer and the supplier have the other brand’s contact email and phone number available.

Before activating any partnership we recommend both brands contact each other to avoid any possible misunderstanding during the customer’s purchase experience, after-sales service, shipping and logistics, etc.

✔ How is an agreement between two brands terminated?

 The brand that wishes to terminate the agreement must notify CrossMystore and the other brand via email. It can explain the reason for its decision if it wishes to do so.

The agreement will be terminated once both parties have reviewed the status of pending orders, the withdrawal period of the last purchase, and confirm that there is nothing left outstanding.

✔ How can a brand unsubscribe from CrossMystore?

Brands can unsubscribe at any time.

However, when canceling the CrossMystore subscription, brands should consider their active or recently terminated partnerships.

We recommend contacting all partner brands to check the status of pending orders and the withdrawal period of the last purchase, and to make sure that no action is left pending.

✔ What is the difference between a marketplace and CrossMystore?

CrossMystore is a solution designed for brands with an online store on Shopify to reach an agreement to cross-sell each other’s products.

Unlike with an online marketplace, with CrossMystore there are no minimum requirements for product references or stock, and the percentage of the commission that the retailer takes is decided by the product supplier brand.

CrossMystore provides the technology and a directory of brands willing to collaborate with each other.

✔ What is the difference between dropshipping and CrossMystore?

While stock management for the retailer is the same as in a dropshipping model, the main advantages of cross-brand cross-selling are:

    • Partnership with relevant brands
      The retailer easily expands the catalogue of its online store by including products from brands recognized by their audience. In addition to obviously improving sales, it enhances brand awareness.
    • Improved customer experience
      The shipment of the order is managed by the supplier brand, who takes care to ensure that every detail of the shopping experience is perfect. In addition to shortening shipping times, the customer receives personalized attention from start to finish.
    • Brand directory
      The retailer has a selection of national and international brands just a click away with which to start a partnership.

Retailer

✔ Does the retailer have to buy the stock from the supplier?

No.

Under no circumstances does the retailer need to buy stock from the supplier. CrossMystore facilitates synchronization between the two online stores so that the supplier can manage their stock and shipments every time a sale of their items occurs in the retailer’s storefront.

✔ When does the retailer collect its commission on their sale?

Charging for the commission is automatic. When a customer pays for a product from the supplier, the retailer immediately receives the percentage of the sale according to their commission.

✔ Does the retailer brand have to pay the Shopify commission?

Yes.

It is the retailer’s responsibility to pay the Shopify commission according to their contracted plan.

✔ How are the supplier brand’s products presented for sale in the retailer’s online store?

Once the supplier accepts the retailer’s request, the retailer can select the products they want to sell in their online store.

While the shopping experience for the retailer’s customers concerning the supplier’s items is the same as any other product in the online store, these new products are identified with the name of the brand partner in the title.

    1. These are the steps to follow in order to display the new products:
      Once the products to be presented for sale have been selected, they are imported and added as a new collection. The procedure is the same as any other collection.
    2. To activate and put them online, these products are managed like any other. The steps laid out by Shopify must be followed to make them available for sale.
      The retailer can create a new collection if they want to highlight this partnership as a “trusted brand” deal, putting it for example in a homepage highlight to give it visibility or use the new products for cross-selling or up-selling, depending on their price.
✔ How do the supplier’s product orders appear in the retailer’s Shopify dashboard?

Orders are labeled depending on whether they are from the retailer or the supplier.

When a purchase of the supplier’s products is made through the retailer’s store, the order appears as: “Order from a CrossMystore supplier”.

The supplier is automatically notified, collects its payment, and proceeds to complete the order.

✔ Can the retailer edit the price of the supplier’s products?

Prices cannot be edited by the retailer.

These are controlled by the supplier and synchronized with their online store.

✔ Can the retailer edit the supplier’s product description and images?

At the moment it is not possible to edit the supplier’s product information.

If the image or description on the supplier’s product page needs improvement, the retailer can contact the supplier directly. The changes will be visible following the next synchronization.

Do you think we should include this feature? Send us an email at [email protected]!

✔ Why is it necessary to verify whether the supplier brand is registered as an Intra-Community Operator? (European brand)

In the case of intra-Community deliveries, the goods are exempt from VAT for the supplier brands that are registered as Intra-Community Operators (NIF-VAT).

This provides an exemption on the shipment in the country of origin, subject to the condition that the receipt of the goods is recorded in the country of destination.

The supplier brand must be specifically identified with the Intra-Community Operator number (NIF-VAT) and be registered in the VIES census. In addition, invoices issued in intra- Community transactions must contain the VAT identification number of both the seller and the buyer.

It is the responsibility of the retailer to ensure that its supplier is registered as an intra- community operator.

We understand that each country has specific requirements, so we recommend soliciting prior expert advice.

✔ Who pays VAT on intra-community acquisitions? (European brand) 

The buyer has to pay VAT.

Supplier

✔ How can a supplier review a brand before accepting it as a partner?

Once a partnership request has been received, the supplier can access the brand’s file to see if it is interested in collaborating with it.

✔ When does the supplier brand get paid?

When a purchase is made, the payment process is immediate and automatic.

When a customer places an order in the retailer brand’s online store that includes a product from the supplier brand, the retailer receives the purchase order which is automatically transferred to the order panel of the supplier’s store.

Both parties receive the payment instantly along with the customer’s information to proceed, in the case of the supplier, to the shipment of the order.

✔ Does the supplier brand have to pay the Shopify commission for the sales of its products made in the retailer’s store?

No.

It is the retailer’s responsibility to pay the Shopify commission according to their contracted plan.

✔ Can the supplier brand update the retailer’s commission?

The supplier can change the percentage it offers to retailers whenever it deems necessary.

This update does not affect active agreements, which maintain the commission agreed at the time.

✔ Can different commissions be offered?

For the time being, only one commission can be set for all agreements between a supplier and different retail brands.

Do you think we should include this feature? Send us an email at [email protected]!

✔ Can the supplier modify the prices of its products available to retailers?

While we recommend maintaining the prices of products that have been selected for cross-store selling, the supplier can change them directly on their product page.

Product stock and price information are automatically synchronized between the two stores.

✔ How does the supplier process orders?

An automatic process is initiated once the customer purchases a product from the supplier in the retailer’s store.

The steps to be followed by the supplier are the same as those usually followed when they receive an order in their own online store.

Once the customer has made the payment, an order is created and can be viewed directly in their Shopify dashboard with the customer’s information to ship the package.

In the event of any incident, the supplier may contact the retailer.

✔ Are intra-Community deliveries of goods exempt from VAT? (European brands)

 Yes.

If we take Spain as a reference, intra-Community deliveries, i.e. sales of products from Spain to any other EU member country, are exempt from VAT.

Each country has specific regulations, so we recommend that brands seek advice before activating any partnership.

✔ What must a supplier brand selling in Europe do to be exempt from paying VAT?

Intra-Community deliveries of goods are exempt from VAT.

They are characterized by an exemption on the shipment in the country of origin, subject to the receipt of the goods being taxed in the country of destination.

The supplier brand must be specifically identified with the Intra-Community Operator number (NIF-VAT) and be registered in the VIES census.
Invoices issued in intra-Community transactions must contain the VAT identification number of both the seller and the buyer.

It is the responsibility of the retail brand to ensure that its supplier is registered as an intra- community operator.

However, we understand that each country has specific requirements, so we recommend soliciting prior expert advice.

Collections and payments

✔ Can the retailer change the prices of the supplier’s products?

No.
In no circumstance may the retailer change the prices of the supplier’s products. Prices are automatically synchronized and can only be changed by the supplier.

✔ How does the retailer handle an order cancellation?

In the event that the retailer has to cancel an order, they must first contact the supplier to request a refund and be able to return the money to the customer.

✔ How is any incident with a customer’s payment handled?

If a problem arises with a customer’s payment, the retailer must contact the supplier to reach an agreement and resolve the issue.

✔ Who issues the delivery confirmation to the customer?

The delivery confirmation note to the customer is issued by the supplier.

The delivery note is issued by the sender, i.e. the person responsible for sending the goods to the customer, which in this case is the supplier. The supplier will receive a signed copy of the delivery note with information on when and how the transaction was carried out.

If necessary, we recommend that brands seek advice on the regulations of the country where they wish to ship.

✔ How do the retailer’s store promotions work on the supplier’s products?

Promotions or discounts are taken on only by the retailer and do not affect the price set by the supplier.

In other words, the supplier receives full payment without promotion or discount.

Customer experience

✔ How do the retailer’s customers know that they are buying another brand’s product?

The supplier’s imported products are identified by the supplier’s brand name in the title.

If the retailer feels that this identification is not sufficient, they can create a collection under the name of the supplier brand and explain the partnership in more detail.

We also recommend that retailers update the legal terms and conditions of their online store, explaining that they are selling third-party products.

✔ Who handles any questions a customer may have about the purchased product?

Since it is their product and they know it better than anyone else, we recommend that the supplier brand itself should be the one to answer customers’ questions and resolve their problems.

When the retailer receives any inquiry about the supplier’s product, be it about the user manual, warranty, technical features, usage tips, return/refund policy, etc., they should pass this request to the supplier’s customer service team.

The supplier’s customer service team’s contact details are listed on the supplier’s brand file for this reason. So, when the retailer receives such a request for information, they should put their customer in touch with the supplier’s customer service team via email, explaining that they will help with their queries.

The supplier’s customer service team should copy in the retailer so that they are aware of the status of their customer’s request for information.

✔ What emails does the customer receive?
  • From the retailer: all the emails that are usually sent when a sale is made are sent (order confirmation, order refund, etc.).
  • From the supplier: order and dispatch confirmations and follow-up email.

In the case of a mixed cart, the customer receives this type of mail twice.

✔ How are orders handled between partner brands?

The procedure is automated so that orders are easy to manage for both parties.

When the cart has only products from the supplier:

    1. The retailer receives the product order from the supplier which is treated as a “non-inventory item”, preventing his shipping logistics from being activated.
    2. Simultaneously, the order is sent to the supplier’s store, who completes it as normal.

When the cart is mixed (includes products from both the retailer and the supplier):

 

    1. The retailer receives the order for their own products which are processed as usual, while the supplier’s products are treated as “non-inventory items”, which are therefore not processed by them.
    2. Simultaneously, the supplier receives the order for their products and completes it as normal.
✔ How are returns and refunds handled?

After the return period, the 14 calendar days from when the customer receives their order and can withdraw from the contract without any explanation, the retailer brand will put the customer in contact with the supplier brand so that they can determine whether a return and refund are possible.

If the supplier accepts the return and refund, they must then refund the amount to the retailer and, once the retailer receives it, it will be refunded to the customer along with the price of the delivery.

We understand that each country has specific requirements and regulations, so we recommend soliciting the prior advice of an expert. Before starting a partnership, both brands should contact each other and discuss these issues to avoid any future incidents.

✔ How can the retailer keep track of customer orders?

You can ask the supplier to include or forward the order tracking emails.

Do you think we should include this feature? Send us an email at [email protected]!

✔ How do shipping rates work?

The rates charged are those that the retailer has published in its online store. In any case, it is the supplier who covers the shipping costs for the sale of its products in the retailer’s store.

We recommend that both parties contact each other prior to activating the partnership to cover any issues with the customer’s shopping experience.