FAQ

OrderLIVE support unlimited product slot without charges.

Products with variants are products that have similarities, they are based on the same model, but differ in some aspects from one another. They offer customers various purchase options for a product such as different colours, sizes, dimensions, flavours, etc.

Product keyword is a text for buyer to order their product during a live session. They will just need to comment with the product keyword, and OrderLIVE system will automatically detect and create order for them.

Max Quantity is the maximum quantity that a single buyer can buy. Inventory is the available quantity of the product.

The system will notify seller by display that the product code has already exist.

Track inventory is a function that will deduct the quantity of the item stock count once it is sold. Turning off the Track Inventory functions means that the product have unlimited quantity available.

Bulk Import is a short-cut way that can import a list of products into OrderLIVE system. The list of products will need to be save in an excel file with specific format. Seller can download the excel template file under Products, select Bulk Import, select Download Sample.

Live selling list is a list of product that seller plan to sell in a live session. Seller will be able to create a live selling list before start the live session. Seller must add the product into product inventory before adding into the live selling list.

Yes. You can update the inventory but it will not reflect immediately if the live session already started.

Payment link can be a summary of an order. It also makes use if the user wants to add on after payment, seller may edit the order and send this payment link to the buyer, so that the buyer can pay/upload payment evidence. Payment link also works as digital receipt for buyer to track the order status.

Pending is the order that haven’t paid by customer or the payment pending to be verified by seller. Unfulfilled order are the orders that seller haven’t packed or shipped out. After the seller filled in the shipping company and tracking number, the order will updated as Fulfilled order.

If the customer create an order but didn’t confirm within 24 hours, the order will be automatically cancelled after 24 hours.

Yes, seller are allow to edit the paid order. If the buyer want to purchase more, seller can add more product and edit the order amount, the system will auto calculate the balance, then, seller may send the payment link to the buyer to pay the balance. After they done the payment, seller may confirm their payment again to proceed next step.

Yes, OrderLIVE allow seller to export all the order records into excel file.

The shipping company field you may fill in “self-delivery”, and leave blank for the tracking number because this field is optional.

This function is allow to send bill notification to who have sent seller a private message (PM) or direct message (DM).

Yes. Under the orders action button, there is a view log feature. Seller will able to view the date, description, actions and perform by which users (moderator or shop owner).

Select WhatsApp from the menu, it will display all the Order Form Listing.

Unlimited. Seller can create unlimited WhatsApp Order Form without extra charges.

Yes, seller can edit the form by clicking the title of the form in order form listing, can add/delete products or edit the price.

Seller may deactivate the link by deleting the form.

Comment Mode will detect and catch every comments during the live session.

Bidding Mode detects based on matched the highest bidding within the bidding session.

Lottery Mode detects matched keywords into a lucky draw pool, and randomly pick the winner. Seller can decide how many winners in a lottery.

Normal mode will only randomly select a customer from who have replied the keywords. Then, the seller can do further action for the winner such as send a special promo code or deduct the shipping fee and so on. While set up product mode, the seller may select specific product and set the price, either it is free or with a special price. After running the lottery, the product will be added to the selected customer’s order.

Auto Detect is a feature that will auto catch item keyword from user comment and flag them as potential buyer. The order will be created automatically by our system. If Auto Detect is turned off, you will need to manually tick user to create order and flag them as potential buyer.

This feature will send seller broadcast link to the buyers who have conversation within 24 hours.

Message Template is a message that will send to customers automatically by OrderLIVE system. Seller can edit the message template according to personal preference.

Seller need to connect the shop facebook page with OrderLIVE before start the live selling.

Yes, seller may import another product while doing live by clicking the ‘Add Product’.

Seller can only tick the comment in comment mode.

While the Auto Detect toggle is turned off, seller still can view all the comment , but the comment with keyword will not be detected and generate order. The past comments will also not be detected when seller turn on the toggle afterwards. However, seller may manually click on the button ‘tick’ to confirm the comment order, and the system will help to generate a new order.

The seller may see the receiver list of the broadcast message.

Broadcast message can only sent to the customer who have a conversation with the shop within 24 hours.

Yes, seller can send the Bill Notifications to all customers at once that joined the same live session. Simply select Lives at the menu, select Manage on the live session that you want, select Send Bill Notification at the top right corner.

OrderLIVE provide Bank Transfer (manually transfer) and Stripe (payment gateway) these two payment methods. Stripe are accepted Credit Card and Debit Card. GrabPay also available through Stripe. Stay tune for more payment method.

Yes. OrderLIVE accept bank transfers and Stripe (Debit/Credit cards, GrabPay). To edit payment method, seller may go to the settings page and head to Payments.

Your customer have multiple choice to pay the product. We supports manually bank transfer and Stripe with include Debit/Credit Card and GrabPay

OrderLIVE do not support PDF receipt. Seller may share the payment link (with their order status and details) to the customer before the order shipped. Once the order fulfilled, seller can download the PDF invoice or PDF shipping notes, print it and sent together with the parcel to the customer. Facebook users can also click the order link to see the purchase details.

Seller will pack the parcel and updated the shipping details of the order, then the order status will turn to Fulfilled. Only the fulfilled order allow to download the PDF invoice or shipping notes. Seller may get ready to ship out the parcel.

Yes, seller are able to see all the sales and orders come in and out from your account at the dashboard panel.

OrderLIVE will charge RM0.50 per order paid via Stripe. No charges for manually bank transfer.

There will be no charges for bank transfer.

Stripe charges for Debit/Credit transaction are 3% + RM1 and SST 6%. The transaction via GrabPay will only be charged 3%, and SST is included. Kindly refer to the Stripe official website for more details.

Please go to your Stripe official website and check your info. One of the possible reason is your information is not complete.

Without security, both the seller and its customers could lose money. We trying our best to provide the safest security to our system. If anything accure please contact our customer service immediately.

Every business needs a fraud risk management strategy to minimize costly fraud attacks. If your account have unusual activity, please report to our customer service immediately.

Seller can generate promo code with discount order amount. The promo code can set as pending status before the promotion start. Seller can activate the promo code later on. The promo code can set start date and end date, and limited quantity.

The promo code can only be activated manually by seller, system will not activate the promo code automatically.

No. The number of promo codes is fixed to the variable set.

No. OrderLIVE do not have this function for now. Promo code only works for discount order amount when reach the preset amount.

Yes, seller are advisable to use their own courier service. OrderLIVE do not provide courier partner for now.

Yes, OrderLIVE have flexible shipping rates. Seller can set the shipping rates and shipping zone. The shipping method include free shipping, flat rate per order, flat rate per item and self pick up.

One state can only have one shipping rate, seller can set a different rate for different states. Besides, seller may edit the order details to adjust the shipping fee for a specific order.

Seller may create few shipping methods (flat rate per order) for different zones.

Yes. Seller may create a promo code and share with customer or manually edit the order details to deduct the shipping fee.

Yes, OrderLIVE provide both delivery and self-pick up methods. Seller will need to setup the shipping method for customers to choose during checkout process.

Yes, seller may setup multiple pick up point. When adding new shipping zones and rates, seller may select self-pick up.

Once seller set up self pick up options, customers are able to select this method while checking out. They need to select the state, then it will show the corresponding pick up point with the address clearly.

OrderLIVE build-in the customer relationship management system for seller to manage customer. Seller can classified customers to VIP or Normal customer group for further promotion planning.

Block and VIP functions act as remarks to help sellers identify their customer.

Seller may view the purchase record of a customer by clicking the Action button and select payment link. Once open the payment link, seller may click the profile picture at the top right, and choose order list, you may view the summary of this customer.

Customers who doesn’t follow the rules and send spam messages in the live section may be blacklisted by the seller. The seller will be able to easily identify the blocked customer comment because it will be highlighted in red.