Buyer FAQ

We often get asked by the buyer…

General

No, Floop is completely free to use for buyers.

Vouchers will be released from time to time and function on a first come, first served basis. Vouchers and promo codes can be redeemed directly on the Floop app.

Refunds & Cancelations

Yes, you can ask for a refund if:

  • you don’t receive a new order status from your seller
  • there are no actions from the seller for more than 5 working days
  • you never receive your order
  • you received a product that was faulty/ damaged/ incomplete

All requests for refunds will be reviewed on a case-by-case basis. Fresh goods are not eligible for refunds.

To apply for a refund/cancellation, click on the button in your order page to request for a refund/cancellation. Provide a screenshot of the order confirmation or other relevant proof. Once the seller has approved your request, the refund will be deposited into your account/the order will be cancelled automatically.

Yes, if your order has not been processed or shipped.

Your refunds will be automatically released upon successful approval of your cancellation request.

The process will take up to 14 days depending on the issuing bank.

Cancellation requests are only allowed within 48 hours after the order is placed, or if the shipment for order has not been arranged. Seller approval is required for cancellations.

Yes, you will be able to receive your refund once your cancellation request has been approved. You will be notified once your request has been approved.

Yes, if the seller has successfully processed, shipped or generated the tracking number for your order. In such scenarios, your order will proceed to ship as per normal after your cancellation request is rejected by the seller.

Upon receiving a dispute request, Floop will investigate the dispute case and based on the proof submitted by both parties, attempt to come to a fair resolution. Floop will try to complete the investigation within 5-7 working days from the date either party raised a dispute.

Once the case reached a conclusion, the dispute team will inform you and the seller via email about the status of the case. Payment will be released to the buyer if the request for refund is successful. If the request for refund fails, the order will resume which seller will receive the payment once Floop Guarantee ends.

We will always encourage our buyers and sellers to resolve the issue before raising a dispute.

Seller FAQ

We often get asked by the seller…

General

No, interested sellers only need to fill in a form with their name, contact number, email to join as a merchant.

  • Download the Floop app here
  • Proceed with the onboarding process by filling in a few basic details
  • Take a photo of your product and write a short description
  • Schedule your livestream for a future date or start streaming right away!

Anyone can view your livestreams once broadcasted on Floop. Broadcasts can be shared on Facebook and other social media channels as well.

You can sell up to 20 items with different pricings in a single livestream, with the exception that only one item category is permitted.

Vouchers will be released from time to time and function on a first come, first served basis. Buyers can claim and use each voucher once. Once the voucher is fully claimed, the voucher will be removed from the app page.

Payment Information

Floop only charges 2% of the transaction amount for every item sold. Sellers will not be charged if no successful transactions are made through Floop.

Payment will be released upon successful confirmation by the customer that their respective order has been received. Hence, it is important for sellers to update all tracking statuses for their orders within the app.

Delivery

No, all sellers are responsible for the shipping of their respective goods. On the bright side,  buyers will pay through Floop’s checkout page, allowing sellers to leverage off our seamless and secure payments process.

You can select which region is provided for under delivery each time you create a new livestream.

You can input the shipping fee catered to each region each time you create a new live stream.

You will be notified to process and ship your order immediately. You are required to update the order status in the app for every order by providing the respective tracking number and delivery company’s name. Self-deliveries are permitted but must be stated in the order status.

Your delivery personnel are required to retrieve the recipient’s name or IC number upon delivery for accurate record tracking and to prevent disputes.

Refunds & Cancelations

Yes, cancellations are allowed within 48 hours once the order has been placed. Orders cannot be cancelled if shipping is already underway, and cancellation requests are only applicable for credit card payments, not online banking or e-wallet.

The order will be cancelled immediately, and the appropriate amount will be automatically released to the buyer.

Floop will cancel the order if no actions are taken from you for more than 5 working days. Sellers are encouraged to take immediate action to process and ship out their orders on time.