FREQUENTLY ASKED QUESTIONS FOR SELLERS

General

1. What is 99%SME movement all about?

99%SME is a nationwide movement for small and medium businesses to grow stronger together by getting large corporations and Singaporeans to appreciate and help smaller businesses to grow.

2. What is 99%SME eMarketplace?

The 99%SME eMarketplace is a dedicated portal for local SMEs to advertise their offerings and to tap on a wider online customer base. SMEs will be able to list and sell on the 99%SME eMarketplace by leveraging on integrated logistics and payment gateway as well as additional exposure from the dedicated 99%SME marketing campaigns.

Click here to find out how to register!

3. Is 99%SME a government initiative?

DBS and Singtel are the founding members of 99%SME with Mediacorp as the Official Media Partner. It is a private sector-led initiative but its success will not be possible without the support of our partners as well as Enterprise Singapore and the various SME associations.

4. How will participating SMEs benefit from 99%SME?

Benefits for participating SMEs include:

• Offline channel integration
  • For SMEs who run a physical store, your customers will be able to order from your online store on 99sme.sg and choose to either self-collect at the physical store or to have the goods shipped to a preferred destination. We call this Omni-Channel Capable, your customers will call it another level of convenience.
• Customise online branding with their virtual store
  • SMEs will be able to brand their online store, differentiate it from the competition and make it their own.
• More visibility with geo-location capability
  • SMEs will be able to attract more footfalls to your physical store as geo-location will enable customers to locate your store more easily.

At the same time, SMEs will be able to gain access to various exclusive Resource Packages to help them on their digitalisation journey.

5. What are the Resource Packages available for participating SMEs?

Resource packages include:

• Curated Solution for F&B and Retail businesses at up to 70% subsidy
• eCommerce and Online Advertising  Solution
• Cashless Payment Solution with Alipay (reach up to 3.4m Chinese tourist arrivals)
• Business loans
• Hire a Digital Professional (with a government subsidy of up to 90%) that will help to address manpower and digital capability development requirements.
• Workshops on eCommerce, Digital Business Management & more  

*Terms and conditions apply. Click to find out more

6. How will consumers benefit from 99%SME?

Consumers can look forward to the latest deals, promotions and offers from our SMEs which are exclusive to 99%SME. 99%SME is a national movement that help SMEs go digital and drive traffic to their offline stores to increase sales. Consumers can show their support by shopping with our SMEs on 99%SME eMarketplace.

7. Why are DBS and Singtel initiating this movement?

The 99%SME movement was co-founded by DBS and Singtel in 2015. Together with Mediacorp who is our official media partner, and other like-minded corporate partners such MasterCard which are part of the 1% of large companies in Singapore, we started the nationwide movement to mobilise other corporations and Singaporeans to appreciate and help smaller businesses grow.

A lot of SMEs are resource-constrained and do not have time and money to put in place marketing tools that can help optimise sales. Hence, we created 99%SME movement to help drive sales to the SMEs. SMEs simply have to upload their offers on the 99%SME eMarketplace (www.99sme.sg).

8. How many SMEs have participated so far?

We have more than 6,500 participating SMEs and counting.

9. What is the Digital Professional hiring programme about?

As part of the Adapt and Grow initiative to provide greater support for mid-career jobseekers who are Professionals, Managers, Executives and Technicians (PMET), SkillsFuture Singapore (SSG) has developed a new Professional Conversion Programme (PCP) for Digital Professionals (DP).

The PCP for DP will integrate job matching and training, and include classroom and On-the-Job Training (OJT) components. This will facilitate and enhance the employability of those looking to switch their careers and take on jobs in the retail profession. It will also help retail companies to tap on additional sources of manpower and meet their manpower needs by providing mid-career switchers with an opportunity to enter the retail profession through structured classroom training and OJT.

10. What are the criteria required for hiring a Digital Professional?

Participating companies must fulfil the following criteria:

• the participating company must be registered or incorporated in Singapore;
• the participating company must issue a valid employment contract; and
• the participating company must be able to provide structured on-the-job training for the candidate.

11. How does the Digital Professional hiring programme work?

Programme details:
The PCP for DP is administered by Singapore Institute of Retail Studies (SIRS). To enhance DP candidate employability, he/she will undergo training at SIRS for the following courses:

• Manage Online Business (30 hours)
• Maximising Customer Engagement Through Social Media (8 hours)
• Tap into the Power of Facebook Marketing (8 hours)
• Digital Strategy & the 101 of Search Engine Optimisation (SEO) (8 hours)
• Upon successful completion of the above 4 modules, SIRS will screen and review the strengths and weakness of the DP candidates and prepare them for interviews with the hiring companies. This is to facilitate the matching process effectively. The employers will provide further training for the hired DPs to enhance their performance. In addition, the employers will provide structured OJT for the DPs to apply the knowledge and skills gained to the workplace.

Upon successful placement in the company, there will be further training sponsored by the company for the following:

• Alibaba Managerial Elite Programme (5 days)
• Alibaba Digital Commerce Implementation (6 days)
• Alibaba Entrepreneurial Programme (6 days)

The funding will be disbursed on a quarterly period basis, subject to the submission of the signed employment contract, monthly salary slip, OJT Blueprint and curriculum, and completed OJT Log Book (please refer to Letter of Undertaking issued when it is confirmed that you are joining the PCP DP initiative)

12. Is there a limit on the number of Digital Professionals my company can hire?

There is no limit, it is according to your company’s manpower requirement.

13. If my company is to sponsor the Digital Professional for further conversion training programmes, what happens if the Digital Professional leaves before the period of employment ends?

The company could include certain terms and conditions in the employment contract, such as a bond period or claw back of the course fee amount.

14. How do companies apply to hire a Digital Professional?

SMEs who are keen to apply may contact:
Ms Grace Hausjah
Ms Jasminah Bte Mohd Jali
Singapore Institute of Retail Studies (SIRS)
Tel: +65 6222 7477
Email: courses@sirs.edu.sg

About Skills Future (SSG)

15. How much are the SkillsFuture Course Fees?

1. SkillsFuture for Digital Workplace:
At $50* (nett), this 2-day course equips the learner with foundational digital skills to welcome technological changes to the workplace
Contact: www.skillsfuture.sg/digitalworkplace

2. Essentials in Digital Marketing:
At $30* (before GST), this 1-day workshop and a half-day seminar will equip you with simple tools to make sense of your business data and successfully plan for future growth in your company.
Contact: pace@sp.edu.sg

3. Consumer Purchase Behaviour in e-Commerce:
At $39.93* (nett), this 2-day workshop helps you to understand the science behind consumer psychology in the world of e-commerce. Find out what makes people buy products online, and what tactics work effectively.
Contact: patricia_tan@nyp.edu.sg

4. SkillsFuture Jumpstart! Workshop:
At $76* (nett), this workshop helps you to understand how a sound people strategy can reinforce business performance. You will also get on-the-spot SkillsFuture advice and other assistance during the workshop
Contact: sf.jumpstart@sg.ey.com

Seller FAQs

Registration

1. How do I check if my business qualifies for 99%SME?

Your company can sign up for 99%SME as long as it meets Enterprise Singapore’s criteria of a SME:

• Registered and operating in Singapore;
• Have minimum 30% local shareholding; AND
• Company’s Group annual sales turnover not more than S$100 million; OR
• Company’s Group employment size not more than 200 workers

2. What types of businesses are allowed to register for the campaign?

We welcome all SMEs including Social Enterprises. However, DBS and Singtel reserve the right to reject businesses that are deemed to be involved in indecent, immoral or illegal activities.

3. How do SMEs register as a eSeller?

Click on “Join as eSeller” and complete the online registration process.

Once we have verified your registration, you will receive a confirmation email. Please allow us up to 3 working days to process your registration.

For existing eSellers on Lazada

4. What is the relationship between Lazada and the 99%SME campaign?

Lazada is one of our strategic partners for the 99%SME campaign. Participating SMEs who are on 99%SME eMarketplace are encouraged to list their offerings on Lazada so as to enjoy additional exposure. Similarly for existing Lazada eSellers, you are welcome to participate in 99%SME eMarketplace.

5. My product is already on the Lazada site. Can it be listed on the 99%SME eMarketplace as well?

Yes, please contact us via email contactus@99sme.sg for assistance.

Platform

1. How many offers can each SME upload?

Each SME may upload an unlimited range of products.

2. Is there any upfront cost involved to participate?

There is no cost to participate and list your products on the 99%SME eMarketplace.

3. Is there any transaction fees for using the 99% SME platform?

There are no transaction fees for using the 99% SME platform. As a eSeller on the 99%SME eMarketplace, the only applicable cost would include payment service (payable to the payment service provider) and shipping fees (payable to 3rd party logistics provider).

4. Is there a fees for using PayPal to receive payment from Buyer?

Yes, there are fees levied by PayPal for using the service. This is refer to as the payment service or Merchant Discount Rate (MDR). Please refer to www.paypal.com for the prevailing rate.

5. Will there be more options to receive payment?

Yes. We are currently working with more payment service providers to bring more options to the platform.

6. I am new to eCommerce. Is there someone who can help me?

There are regular eseller workshops available for SMEs who are keen to participate as an eSeller on 99%SME. Please visit website www.99sme.sg/events to register or email contactus@99sme.sg for more information.

7. Can I add additional user to help to manage my store on 99% SME?

Yes, you can add more users to manage your store. Follow the steps below:

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My user has forgotten the login password. Can I reset the password?

To protect the account, all password reset request will need to be submitted online. An password reset link will be emailed to the registered email ID.

Orders

1. Will I get notified when a new order is submitted?

Yes, you will receive an email notification.

2. I have received an order from a Buyer who has completed the online payment. What's next?

You can proceed to pack the goods and proceed to arrange for delivery.

3. I have received an order from a Buyer who has completed the online payment. However, I am not able to fulfil the order as I have sold out my goods. How do I reject the order?

You will need to inform the Buyer that the order will be rejected and payment refunded. Upon completion of the refund, you can change the status of the Order to Rejected.

4. How do I refund the payment?

You will trigger a refund thru provider who has received the payment. If the payment was made thru PayPal, you will make a refund thru your Paypal account.

5. Do I need to pay fees when I make a refund to the Buyer?

When you make a refund, Paypal fees will be reversed as per Paypal's Terms of Use. For details, you may refer to www.paypal.com

6. Do I have to update the Order status?

Order status provides visibility to the Buyer on the order placed, and minimize the Buyer asking for status.

Refund

1. How do I process a refund for the buyer?

You will trigger a refund thru provider who has received the payment. If the payment was made thru PayPal, you will make a refund thru your Paypal account.

Returns

1. There is a problem with the goods delivered Buyer. What is the typical process like?

The Buyer will contact you to arrange for the return or exchange.

Paypal Account Related

1. Why do I need to create a Paypal Business Account?

This is to enable a full eCommerce experience for your online store so Buyer can make payment to you.

2. Do I need to pay to create a Paypal Business Account?

There is no fees for creating the account. Fees incurred only for transactions made. For details, you can refer to www.paypal.com

3. I am not ready to create the Paypal Business Account right now. Can I do it later?

Absolutely. You can do this at any time you are ready.

4. Can I use the same Paypal Business Account on multiple store on 99%SME?

Paypal allows single assignment of the account only.

5. I want to change to a different Paypal Business Account. Can I do it ?

Absolutely. You can do this at any time. Follow the steps below:

6. How to I know if my Paypal Business Account is successfully linked to my account on 99% SME?

You can check on the status of Paypal Verification on the Seller Centre.Follow the steps below:

7. I have problem linking my Paypal Business Account to 99% SME. Where can I get help?

You may submit a ticket thru the Contact Us form.

8. I no longer want to be a Seller. How can I close my Paypal Business Account?

You can close your Paypal Business Account by submitting the request to Paypal directly. For details, you can refer to www.paypal.com

9. Is there a fee for using PayPal to receive payment from Buyer?

Yes, there are fees levied by PayPal for using the service. Please refer to www.paypal.com for details.

Third Party Logistics

1. I am new to eCommerce. Who will be helping me with my goods delivery.

99% SME portal has integrated with EasyShip courier service provider for goods delivery between Sellers and Buyers. You will need to link your EasyShip account to enable this feature.

2. I don't have an EasyShip account ready. Can I link up later?

Absolutely. You can link up at anytime you are ready.

3. I have setup a new EasyShip account. Can I update my existing record?

Absolutely. You can update at anytime you are ready. Do ensure you have no outstanding delivery status before making the change.

4. I no longer want to be a Seller. How can I close my EasyShip account?

You can close your Easyship account by submitting the request to EasyShip directly. For details, you can refer to www.easyship.com

5. I have made a mistake in data entry for the weight and/or volumetric information. What will happen?

EasyShip will levy additional fees to your EasyShip account. For details, you can refer to www.easyship.com.

6. How do I get an estimate on the rates for delivery from Easyship?

EasyShip provides costing for delivery based on weight and volumetric values. For details, you can refer to www.easyship.com

7. I have problem linking the Easyship token to 99% SME. Where can I get help?

You may submit a ticket thru the Contact Us form.

8. How do I settle my delivery fees with Easyship?

All Sellers are responsible to settle their own account directly for fees incurred with the service provider. For details, you can refer to www.easyship.com

9. I have made a mistake in data entry for the weight and/or volumetric information. What will happen?

EasyShip will levy additional fees to your EasyShip account. For details, you can refer to www.easyship.com.

10. My parcel was not prepared and packed in time for Easyship to pick up and deliver to my customer.

You will have to reschedule a new delivery time with Easyship by logging into the www.easyship.com

Contractual Obligation

1. I no longer want to be a Seller on 99% SME. Can I close / terminate my account?

Please send a request through the Contact Us. Do ensure you have no outstanding orders before submitting the request.

2. Will I be bound contractually to continue to participate in the campaign?

No, there is no minimum contractual period. You may choose to withdraw your participation by emailing us.

3. Can I terminate my seller account? Is there any penalty?

Yes, SMEs may terminate anytime. There is no penalty to terminate your seller account.