Understanding Responsibilities: What Elexbig Handles vs What You Handle

Elexbig's role is to provide a secure, reliable, and supportive environment for all transactions. We take care of:

We manage all customer enquiries about orders, payments, account access, and platform use. You don't need to contact customers directly; we handle that for you.

If a disagreement arises between you and a customer, Elexbig steps in as a neutral mediator. We review evidence from both sides and issue a fair resolution.

From secure payment gateways to site performance and maintenance, we ensure the marketplace runs smoothly 24/7.

We maintain clear rules and policies that build trust, ensuring buyers feel safe when purchasing from independent brands on Elexbig.

💡 How Communication Works
All customer communication flows through Elexbig's support team. Your role is to provide evidence, order details, or confirmations when we request them. This protects both you and the customer by ensuring consistent, documented communication.

As a vendor, you're responsible for all aspects directly related to your products and fulfilment:

Create accurate, complete listings with correct details, pricing, dimensions, materials, and high-quality images that showcase your products.

Keep your inventory updated in real-time to avoid overselling. Mark items as unavailable when out of stock, and update quantities after receiving new stock.

Package items securely, dispatch orders on time, and ensure delivery within your promised timeframes. Upload tracking information promptly when available.

Follow Elexbig's listing rules, restricted categories policy, vendor guidelines, and maintain the quality standards.

⚠️ Important
Repeated failures to manage stock accurately, dispatch on time, or comply with marketplace policies may result in penalties or account suspension. We're here to support your success, but maintaining standards protects all vendors on the platform.

Success on Elexbig depends on both sides fulfilling their responsibilities effectively:

• Elexbig provides: The platform infrastructure, customer communication, support team, dispute resolution, and marketplace trust
• You provide: Accurate listings, timely shipping, quality products, and up-to-date inventory management

💡 Pro Tip: Think of Us as Your Team
Consider Elexbig your customer service team and marketplace infrastructure partner. Your role is to focus on the products and fulfilment side of your business, while we manage the customer experience and platform support. This division lets you concentrate on what you do best, creating and delivering exceptional products.

To prevent issues and maintain excellent performance:

1. Review your listings regularly, Check for outdated information, pricing errors, or unclear descriptions
2. Set realistic dispatch times, Only promise what you can consistently deliver
3. Update stock immediately, When you sell through other channels or use inventory for samples
4. Respond promptly to Elexbig requests, When we need information for a customer enquiry, quick responses help resolve issues faster
5. Monitor your performance metrics, Track your dispatch times, stock accuracy, and customer feedback to spot areas for improvement

✨ Success Strategy
Regularly audit your fulfilment process to identify weak points before they become problems. Common areas to check: unclear product descriptions, inconsistent dispatch times, inadequate packaging, or inventory tracking gaps. Fixing these early prevents disputes and increases positive reviews.

Do vendors communicate directly with customers?

No. Elexbig manages all customer communication to ensure consistency and protect both parties. You'll only provide information or evidence when we request it for a specific enquiry or dispute.

Notify Elexbig immediately through your vendor dashboard. We'll handle communication with the customer and work with you to find the best resolution. The sooner you alert us, the better we can manage the situation.

This depends on the situation. In vendor-fault cases (such as defective items, wrong items sent, or significant discrepancies from the listing), vendors cover return costs. In customer change-of-mind cases, customers may be responsible according to our returns policy.

We only remove reviews that violate our review guidelines (such as abusive language, personal information, or spam). Otherwise, reviews remain visible as they help maintain marketplace transparency. The best approach is maintaining excellent fulfilment standards to encourage positive feedback.

You must keep listings accurate at all times. If stock unexpectedly sells out after an order is placed, contact Elexbig immediately. We'll communicate with the customer to arrange a refund or alternative, but repeated stock management issues may impact your account standing and sales privileges.

You should not include direct contact information or materials that encourage customers to purchase outside the Elexbig platform. However, you may include branded packaging and thank-you notes that reinforce your brand identity without contact details.

Understanding your responsibilities is key to running a successful store on Elexbig. If you have questions about specific situations or need clarification on any policy, contact the Elexbig vendor support team through your dashboard.

Our customer support team is here for you.
Chat with Elex, our AI assistant. Look for the chat icon on this page
Open a support ticket
Email us at [email protected]