Vendor FAQ
PRODUCTS & LISTINGS
WHAT KINDS OF ITEMS DOES THRILLING ACCEPT?
Thrilling accepts Men’s, Women’s and Kids vintage clothing, shoes, and accessories. We define vintage as anything 20 years or older. Thrilling does not accept any fast fashion or contemporary labels that are similar in quality to fast fashion. For the full inventory policy, please click here.
For a list of brands that are currently unacceptable click here.
I AM NEW TO THRILLING, DO YOU HAVE ANY TIPS FOR SUCCESS ON THE PLATFORM?
Yes! Here is a complete guide to help you navigate through our platform with best practices to be a successful store on Thrilling.
HOW DO I SET UP MY ACCOUNT?
Setting up an account is really easy. Click here for a step by step guide.
I AM HAVING ISSUES WITH THE UPLOAD. IS THERE ANYONE THAT CAN HELP ME?
Absolutely! Reach out to support@shopthrilling.com. They have a number of tips and tricks for uploading items.
HOW DO I MARK A PRODUCT AS SOLD OUT?
If you sell on multiple platforms, it’s really important to keep your Thrilling inventory up to date. When something sells in-store or online, follow these few easy steps to mark the item as sold on your Thrilling page. Please do try to maintain your inventory as much as possible, because it really disappoints customers when an item they've purchased is no longer actually available!
HOW DO I CHANGE A PRICE?
You can change the price of items whenever you want from the app. Here is a quick guide to help you do so.
I NOTICED SOME STORES PRODUCT LISTINGS SAY THAT THE ITEM IS SOLD AND SHIPPED FROM AN EXCELLENT, HIGHLY RATED STORE. HOW DO I BECOME AN EXCELLENT STORE?
To qualify for this verification, you must successfully ship 15 orders over a 90 day period. This is recalculated every February, May, August and November and you will be notified if your store status changes.
ORDERS/CUSTOMER SERVICE
WHAT HAPPENS WHEN AN ORDER COMES IN?
Someone from our customer service team will email you with a shipping label and packing slip. If you don’t have the item, please let them know.
We ask that you ship out the item within 24-48 hours of receiving the packing slip.
If you know you will be unable to fulfill orders during a specific period (ex. going on vacation), please let your Thrilling representative know so that we can either let the customer know there will be a delay or temporarily disable your listings.
WHAT HAPPENS IF THE WEIGHT ON THE SHIPPING LABEL ISN’T ENOUGH FOR THE TOTAL WEIGHT OF THE PACKAGE?
If your packaged item weighs more than the label you receive, please respond to the email where you received the shipping label with the new weight. From there, a Thrilling team member will void the old label and create a new one for you with the correct weight. It is important to provide the correct weight to prevent item returns.
WHAT HAPPENS IF I CANNOT FULFILL AN ORDER BECAUSE I NO LONGER HAVE THE ITEM THAT WAS SOLD ON THRILLING?
In an effort to provide a seamless shopper experience, we want to ensure inventory accuracy and integrity are prioritized for our stores. If a store cannot fulfill an item for an order placed on Thrilling, for any reason, we track the frequency of this occurrence. If a store cannot fulfill 2 items in a period of 3 months, the store will be suspended from selling on Thrilling for 2 weeks.
We encourage stores to update their inventory as soon as items sell in store or on other platforms. This should be done live as soon as inventory changes are made.
IS THERE A WAY FOR ME TO COMMUNICATE WITH THE CUSTOMERS? CAN CUSTOMERS SUBMIT QUESTIONS ABOUT PRODUCTS?
Thrilling has a few different methods to receive customer inquiries - live chat, text, and email. We have a customer service representative who reads these and responds to the customer. Any product-specific inquiries will be forwarded to you via email. We kindly ask that you respond to these emails as soon as possible so that the customer doesn’t lose interest.
I ACCIDENTALLY MIXED UP TWO ORDERS! WHAT DO I DO?
Don’t worry! It happens. If you accidentally switch the labels of two orders and ship out the wrong items to another customer, please let our customer service representative know. This person will reach out to the customer to confirm they received it, let them know about the mix up, and work with them to deliver the items to the appropriate customer. Unfortunately, since we will be shipping the item twice, the cost of the additional label will be deducted from your next payout.
A CUSTOMER REACHED OUT TO ME ABOUT THEIR ORDER. WHAT DO I DO?
If a customer reaches out to you directly for details about their order, we are happy to help. Have them email help@shopthrilling.com with their order number and we can sort out any questions they may have.
WHAT IS YOUR RETURNS POLICY?
Thrilling currently accepts all returns on behalf of our stores and resells them for the same price as previously listed. We do not request the funds back from the store nor return the items to the original store. However, if the items arrive damaged to the customer with flaws that are not noted in the listing in both images and descriptions, we will request the funds back from the store and send the item back to you.
I AM GOING ON VACATION. WHAT DO I DO?
Not a problem - everyone needs a little R & R sometimes. There are two ways that we can handle vacations - either we can remove your store entirely from the site while you’re gone or we can keep your store live and just let the customer know the items will ship at a later date. With the latter option you will still get notifications of your sales so you can remove the items from your other sales channels.
SALES/PROMOTIONS
DOES THRILLING HOST SALES ON THE WEBSITE?
Yes! Thrilling will host a large sale on the website a few times a year. You will be notified via email if you wish to participate in it. By opting in, you are agreeing to accepting the discount percentage off of your items. By default, your store will not be opted in.
CAN I RUN A PROMOTION FOR MY WHOLE STORE OUTSIDE OF THE THRILLING SALE CADENCE?
Yes! Reach out to support@shopthrilling.com and they can set you up with a discount code you can use. Just let them know what percentage you would like to discount and the dates of the sale.
CAN I PUT SELECT ITEMS ON SALE ON MY THRILLING PAGE?
Unfortunately, at this time, our system does not allow for individually marked down items. We are constantly building out our capabilities and hope to have this sometime in the future.
HOW CAN I GET FEATURED ON THRILLING’S SOCIAL MEDIA?
If you'd like us to repost one of your stories on Instagram, just tag us! We repost as many as we can that are relevant to Thrilling shoppers.
HOW CAN MY ITEMS GET FEATURED IN THRILLING’S EMAILS?
At this time, our emails use a mix of automated selection and curation when we do product features. If we think your store's items are relevant to our collections or trends, we will sometimes select it for our emails. In our monthly newsletters we note the types of products we look for to incorporate into these categories.
HOW ARE THE PRODUCTS SELECTED FOR THE EDITORIAL COLLECTIONS?
Thrilling will choose key ideas for each month to create emails and marketing materials around. Stores will be notified of these key ideas in the monthly newsletter emails. When uploading new products for these collections, try using words that align with the collection in the title so they are easily found on the site. Even if products aren’t published yet, we can find them to add them to the collection. We will also review existing inventory to include them in the collection.
PAYMENTS
HOW DO I GET PAID FOR MY SALES?
Payouts are currently processed on a Tuesday for sales made from the prior week (Monday to Sunday) via Paypal. If you don’t have Paypal or prefer to be paid by deposit, we can accommodate that. Please reach out to support@shopthrilling.com and they can help you set that up.
WHAT’S THE STORY WITH TAXES?
Thrilling is a marketplace facilitator which means we file state taxes on your behalf in all states that we collect taxes for at checkout. You do not need to file sales taxes for these states. However, you will still need to file income tax returns.
MORE QUESTIONS ABOUT PAYMENTS AND SALES HISTORY. CLICK HERE
SUPPLIES
DO YOU RECOMMEND A SUPPLIER FOR PACKAGING AND SHIPPING MATERIALS?
Thrilling has developed a partnership with Staples to provide our stores with exclusive discounts on packaging materials, retail needs, cleaning supplies, and much more. We have pre-negotiated the prices for more than 25 different items, but you will have access to everything in the Staples corporate program. This list and prices will be adjusted according to store purchases to continue to give you the best possible prices.
If you would like us to create you an account, please email support@shopthrilling.com with the following information:
Full Name
Store Name
Shipping Address for the supplies
Email Address to set up the account
Phone Number
We at Thrilling do not receive any benefit or financial incentive to provide this to you - it’s our pleasure to find ways to make your lives easier as small business owners.