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Frequently Asked Questions

Basic Introduction

What is Shopmatic about?

Shopmatic is an eCommerce platform that anyone can use to build their online presence. With Shopmatic, you can create a simple and great looking website, or even a fully functional eCommerce webstore that is integrated with Marketplaces, Social Media, Logistics and more.

How do I know if Shopmatic is meant for me?

Shopmatic is meant for anyone wanting to sell online – from individuals with an idea to existing brick & mortar businesses to businesses with minimal online presence.

How do I use Shopmatic?

Shopmatic is a cloud-based platform. This means that you don’t need to install or download anything. Simply visit our homepage at www.goshopmatic.com to get started with us.

What do I need to start my online business?

All you need to start your online business with Shopmatic, is to have product pictures and a description of your product or service. To subscribe for a Shopmatic subscription, you only need a credit card/debit card.

Can I choose how my store will look?

Yes, you will have full control over how your store looks. Shopmatic’s platform has flexible templates that you can easily customise to create your unique webstore.

Can I use my own domain name?

Yes, you can use your own domain name so long as you own it and have access rights to it.

Please note: If Shopmatic has purchased a domain name on your behalf, the domain will remain with Shopmatic in the event of your account being cancelled.

What languages are supported with Shopmatic?

Right now we only support English. We are in the process of adding new languages.

Shopmatic’s Platform

Why does Shopmatic talk about online presence? Isn’t it just a webstore?

With Shopmatic, you can build so much more than just a webstore! Shopmatic enables the entire ecosystem for your online business to be successful. This includes having a shopping cart function, accepting online payments, having integrated logistics, having the ability to manage products across multiple marketplaces, and being able to use social media for business and much more.

Do I need a technology background to use Shopmatic?

No, you do not need any technology background to be able to work on the Shopmatic platform. Shopmatic is built around allowing you, the user, to be your own webstore designer, with the freedom to change things around, as and when you see fit. However, if you are a developer and wish to add custom CSS, then, you have that option available, too.

Please note: Shopmatic will not be able to provide any technical support for any custom CSS made.

How can I try the Shopmatic platform without committing anything?

Shopmatic provides a 15-day full trial for you to build your online presence without paying any subscription fees. This gives you the freedom to explore the full platform without committing until you are ready.

Account Information

How much does it cost to use Shopmatic?

Click here and we will redirect you to our pricing page.

How can I pay?

By Credit or Debit card. We accept all major Credit and Debit cards (American Express is temporarily unavailable).

How do I change my plan?

This is easily done on your Billing page. Simply select your new desired plan and the updated end date will be displayed.

How will I be invoiced?

Your invoice will be sent to you via email.

Please note: A reminder will be sent to your email 7 days before your next subscription is due.

How can I cancel my account?

To cancel your account, please call us on our Toll Free ShopSupport number 1800-103-5373 during our office hours and an Ecommerce Consultant will assist you with the closing of your account. Our consultants are available 7 days a week from 8.00am to 12.00 midnight.

Please note: If you cancel your subscription with Shopmatic, all data and images will be deleted after the expiration date of your current subscription. Future subscriptions will require you to start re-building your site from scratch.

Please note: Shopmatic does not provide any refunds.

What happens if I have a dispute or query about my account?

Feel free to reach us on our Toll Free ShopSupport number 1800-103-5373.

Alternatively, you can drop us an email at ShopSupportIN@goshopmatic.com.

Can I change my email address?

The primary email address is also your merchant ID, which is tagged to your account. You will, therefore, be unable to change the email address. However, you can have all email communication sent to an alternate email address.

General Queries

Why do I have to give a phone number?

The mobile number is very important because we may from time to time, send you information about transaction activities on your account.

Why do I have to give an email address?

The primary email address acts as your merchant ID and our main communication line to you.  Any invoices will be sent to you via email only.

If you wish to receive emails into an email address other than your merchant ID, please let us know at ShopSupportIN@goshopmatic.com.

Can you design a webstore for me?

Shopmatic provides easy to use ready-made templates for you to build your own webstore. Shopmatic currently does not design custom made webstores for customers.

Can you customize features/functions for me?

Currently, Shopmatic cannot customise any functions or features on your webstore for you. However, Shopmatic is constantly looking for ways to improve and any feedback from you would be greatly appreciated to make our services even better. If you do have a feature you would like us to consider adding, please drop us an email at ShopSupportIN@goshopmatic.com.

Webstore Management

What do I do when I get an order?

When you get an order, you will be notified through an email. You can get additional details about the order by logging into your Shopmatic account.

Once the order is ready to be shipped, you can schedule a pickup with the enabled Logistics partner. After the order is picked up for delivery, the buyer will be notified with a tracking code to trace their order in transit with the Logistics partner.

Do I need to integrate with a Shipping/Logistics partner?

Shopmatic has partnered with certain logistics providers to offer shipping solutions at a preferred rate. However, if shipping is not required for your business, you do not have to enable the logistics partner.

Please note:  While Shopmatic will help create an account with our logistics partner, your use of their shipping services is solely between you and the logistics provider. If you have any issues with your use of the shipping services, you should refer them to the logistics provider directly.

How do I activate my Shipping/Logistics partner?

Simply click on ‘enable’ and follow the simple steps.

Please note: Each partner may have their own onboarding requirements and steps.

Do I need to integrate with a Payments partner?

If you want to offer your customers the ability to pay online such as credit cards and debit cards, you should integrate with a payments provider. Shopmatic has partnered with certain payments provider to offer payment solutions for your domestics and international payment needs at a preferred rate.

If you want to accept cash on delivery only, that option is available to you.

However, to create a more sophisticated webstore, Shopmatic suggest you have both payment options available (CitrusPay and cash on delivery) so that your buyers have a variety of payment methods.

Please note that while Shopmatic will help you create an account with CitrusPay, your use of the CitrusPay services is solely between you and CitrusPay. If you have any issues with your use of the CitrusPay services, you should refer them to CitrusPay directly.


How do I activate my Payments Account?

Simply click on ‘enable’ and follow the simple steps.

Please note: Each partner may have their own onboarding requirements and steps.

Why are my buyers getting declined?

There are multiple reasons why buyers may get declined. For example, they could have a bad credit history and this may be the payment provider’s way of protecting you. It could also be something as simple as the buyer having reached their card limits. The main thing to note here is that the reasons may not be anything to do with you. If you feel that this is happening to the majority of your transactions, you may want to contact your payments provider directly, for further investigation.


What is the benefit of having my own webstore? I can just use marketplaces

There are multiple benefits of owning your own webstore. For example:

• Communicate directly with your customers: This means that you can drive repeat customers to come back to your site.
• Build a brand: In a marketplace, customers are looking for products, which makes it probably harder for them to remember your brand – especially if they are looking for generic products.
• Customize a webstore to differentiate yourself.
• Not be limited by the rules of the marketplace. For example, you can create your own loyalty program.
• Attract customers from all over the world. With Shopmatic, we have everything you need to enable you to sell locally as well internationally. Have your own webstore as well as list on other channels like marketplaces. It will maximise your traffic and allow you to do all the above!

What is KYC for and why do I need to provide so many documents?

KYC stands for ‘Know Your Customer’. It is a requirement from the regulatory bodies to collect information before the Payment or Logistics services are provided to you in full.


How do I upload my products on other channels?

You only need to upload your product images and details once when you create your webstore on Shopmatic these will be displayed automatically on the marketplaces and social media websites you have chosen.

What is the benefit of listing on other channels?

Listing on other channels helps drive more customers/traffic to your business.


We really appreciate any feedback to help us improve. If there is something we could do better or something that you really love about us, please do us a favour of writing to us at ShopSupportIN@goshopmatic.com.


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