Sellers help page - Frequently asked questions

Sellers help page - Frequently asked questions

    1. General
    2. Browsing for items
    3. Paying for an item
    4. Cancelling an order
    5. Delivery information
    6. Returning an item
    7. Complaints procedure
    8. Other
  • General

    About Sellers at Tesco

    Sellers at Tesco are third party sellers we have invited to sell on Tesco direct. These are companies we have chosen to provide you with a wider range of products to choose from in one place. They are a mixture of well-known high street retailers and specialist retailers who operate online.

    Why do you allow other companies to operate on your website?

    By allowing other companies to sell on Tesco direct, we can expand the number of products that are available, offering you more choices across a broader range. Our customers tell us they like a far bigger range of products in one place without having to compare products across various websites.

    Why don't you expand your own ranges?

    As with any business, there is a limit as to how many products we can hold within stock and with tens of thousands of lines, Tesco direct is already a substantial business. We recognise that we can give you a better service by allowing sellers who are experts in their field to operate on Tesco direct so that you can have more choice.

    How does it work?

    Each seller acts independently on the website and is responsible for all aspects of your order; from the original listing of the product through to fulfilling your order and handling all aspects of your customer service. You simply browse Tesco direct as normal to select your products, add them into the basket and pay once, regardless of how many sellers you purchase from.

    But don't I buy from Tesco?

    If you choose to buy from one of our sellers, although you make your payment on Tesco direct you are actually making a purchase from the seller. We handle the payment on behalf of the seller so that you only pay once regardless of how many sellers you actually purchase from. This makes it easier for you to shop across many different sellers and ensures that your payment is secure.

    Do you share my payment details with sellers?

    No, all payments and refunds are handled by Tesco and we never share any payment information with sellers. You can be assured that your payment information is secure, even when purchasing from sellers.

    Why wouldn't I purchase directly from the sellers?

    Of course you may decide to shop directly with the sellers rather than through Tesco direct. However, we offer you the opportunity to browse items from different sellers in one place that makes it easier for you to find what you are looking for. We also allow you to pay once, regardless of how many sellers you have purchased from and we also give you Clubcard points. You may have the option of having your item delivered to store and we underpin your shopping with the Seller Guarantee to ensure you can buy from sellers with confidence.

    Which sellers are currently trading on your site?

    The Seller Directory contains a list of all current sellers. If you wish to find out more about a seller you can find out all you need to know here about their delivery options, delivery charges, returns policy and contact details.

  • Browsing for items

    How do I know who is selling an item?

    When you view a product listing the option to ‘Add to Basket’ is shown on the right-hand side of the screen. Above this you will see the seller logo that relates to the seller who is selling this item. When multiple sellers offer the same item for sale you will see that ‘Add to Basket’ is available for each seller. Simply choose which seller you wish to purchase from and click on the corresponding ‘Add to Basket’ button.

    What if I want to buy items from different sellers?

    Simply browse and shop across the site as you normally would and add the items to your basket that you wish to buy. You can choose any combination of items from different sellers, including items sold by Tesco. When you proceed to checkout you will be asked to pay once and behind the scenes we will let the sellers know about your order so they can send this to you.

    What if I have questions about an item I wish to buy?

    Please call or email the seller who has listed the item and they will be able to help you with your query. You can find the contact details for the seller on their policy page within the Seller Directory.

    Why can't Tesco help me with my query?

    Of course, if we sell an item then our customer services will be able to assist with any query you have. However, we cannot assist with seller items or comment on the policies of sellers because we may not have the necessary information available or it may not be appropriate for us to offer advice on an item if you are not buying the product from us.

  • Paying for an item

    How do I pay for an item I wish to buy from a seller?

    Once you have added the items to your basket you should proceed to checkout as usual. The checkout process is the same regardless of how many sellers you have purchased from and you will only need to enter your payment details once.

    What payment methods can I use for seller items?

    You can use credit or debit cards, Tesco Giftcards and Clubcard vouchers. Unfortunately you cannot use Tesco eCoupons, Clubcard Boost vouchers or Giftcards issued by sellers.

    Do you share my payment details with sellers?

    No, all payments and refunds are handled by Tesco and we never share any payment information with sellers. You can be assured that your payment information is secure, even when purchasing from sellers.

    How does my order appear on my bank statement?

    Although you only pay once, your order will be broken down on your statement based on how many sellers you have purchased from. For example, if you buy from two sellers, you will see two entries on your bank statement, one for each seller. The individual amounts you see on your bank statement will add up to the overall amount you paid through the checkout process.

    Do sellers provide VAT receipts with orders?

    Please call or email the seller who has listed the item and they will be able to help you with your request. You can find the contact details for the seller on their policy page within the Seller Directory.

    Do I get Clubcard points from Sellers at Tesco?

    Yes, you get Clubcard points for all qualifying purchases from Sellers at Tesco in exactly the same way you would do for purchases that get Clubcard points from Tesco. Please see the Clubcard terms and conditions for further details of qualifying purchases.

  • Cancelling an order

    How do I cancel an order I have placed with a seller?

    Please call or email the seller who you have bought from with details of your request. You can find the contact details for the seller on their policy page within the Seller Directory. Please be aware that it may not always be possible for your order to be cancelled, depending on whether it has already been dispatched.

    What if I want a different item to the one I ordered?

    Unfortunately, the seller is only able to send you the item that you ordered. If you have changed your mind about the item you ordered you will need to cancel this by contacting the seller responsible and then place a new order for the item you wish to receive instead.

  • Delivery information

    What delivery options are available for seller items?

    Sellers are responsible for setting their own delivery options and prices. You can find the details of the seller’s delivery information on their policy page within the Seller Directory. When you view products the delivery options and prices are displayed for each seller.

    Can I get my items delivered to store?

    Each seller has the option of delivering purchases to store, although not all do. Please see the seller’s policy page on the Seller Directory for further details about whether they offer this service. Alternatively, the delivery options will be shown for each item you are interested in when you view the item and progress through the checkout process.

    Why aren't all sellers required to deliver to store?

    Each seller acts independently on the Tesco direct website and they are allowed to decide on the best delivery options to offer. Some of our specialist sellers may not have the ability to deliver to all of our 2,000+ stores. As we want to offer you the choice of a wider range of products we felt it was better to allow these sellers to deliver to your home or work address rather than not allow them on to Tesco direct at all.

    Can I track my order from sellers?

    Not all sellers at Tesco provide this service so please check your order confirmation email for details about whether your order can be tracked.

  • Returning an item

    How do I return an item from a seller?

    Please call or email the seller that you have bought from with details of your request. You can find the contact details for the seller on their policy page within the Seller Directory, alongside details of their returns policy. The seller will be able to advise you on how to return an item.

    Do I have to pay to return an item to a seller?

    Each seller sets their own policy for how they deal with returns and refunds. You can find the information for the seller’s return policy on their policy page within the Seller Directory.

    How do I get a refund for an item I have returned?

    The seller will let us know if they wish to refund an order and they will also confirm the amount to be refunded. Once we have this information we will process the refund on behalf of the seller. Please be aware that refunds take up to five business days to appear in your account once they have been processed.

    I was expecting a refund but still haven't received it

    Please call or email the seller you have bought from with details of your query. You can find the contact details for the seller on their policy page within the Seller Directory. The seller will be able to advise you on the status of your refund and where necessary they will contact us to help resolve this issue for you.

    What if I want a replacement item rather than a refund?

    The seller will be able to advise you if they can replace your item if it is faulty or damaged. Please mention to them that you would prefer a replacement when you contact them about your refund.

    What if I want a different item as a replacement?

    Unfortunately the seller can only replace the item on a like for like basis. If you wish to have a different item the seller will need to issue you a refund for your original order and you would need to place a new order for the new item you wish to receive.

    Can I return an item to a Tesco store?

    Unfortunately seller items cannot be returned to a Tesco store. Please ask the seller about their return options when you contact them regarding your return.

  • Complaints procedure

    Who do I contact when things go wrong?

    When you purchase from Sellers at Tesco you have bought directly from one of our sellers. For any questions relating to your order you should always contact the seller responsible and you can find their contact details on Seller Directory.

    But what if I contact the seller and they don't help me?

    All of our sellers exist as businesses in their own right and they have their own customer service operations so we find the majority of issues are resolved by sellers. However, in cases where the seller has failed to resolve your issue within three business days, you can raise a claim and ask us for help in resolving your problem. Please see the Seller Guarantee for more details and to see if your complaint is covered.

    What is the Seller Guarantee?

    We know that you may not have heard of all of our sellers and understand you may be reluctant to buy items from third parties. The Seller Guarantee is available to reassure you in that should anything go wrong between you and the seller we will liaise between you both to resolve your issue and secure your refund of the original amount paid should this be due. Please see the Seller Guarantee for more details.

  • Other

    How do I become a seller on Tesco direct?

    We are currently operating as an ‘invite-only’ platform but are always interested in hearing from potential sellers. Please send an overview of your business and contact details to prospectivesellers@uk.tesco.com.

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