1. Home
  2. FAQ
  3. Frequently Asked Questions

Frequently Asked Questions

Basic Introduction

1. What is Shopmatic?

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.

2. Who can use Shopmatic?

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.

3. How do I use Shopmatic?

Shopmatic is a cloud-based platform. This means that you do not need to install or download anything. Simply visit our homepage at www.goshopmatic.com/sg/ and open an account with us.

4. What do I need to start my online business?

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

5. Can I choose how my store will look?

Yes, you will have full control on how your store looks. Shopmatic’s platform has flexible templates that you can easily customise to create your own unique look and feel for your webstore.

6. What languages are supported with Shopmatic?

Currently, the Shopmatic platform is built using English. However, to create a webstore, a user who is able to type in a different language can do so.

7. Is Shopmatic an online marketplace?

No, Shopmatic is not a marketplace. We enable you to build your own webstore with your own domain name. This will help you create your own individual identity online that is unique to you.

8. Is there a free trial period?

Yes, Shopmatic offers a 15 day free trial to anyone who signs up to our platform. In this 15 days, you will have full access to the platform to try it out.

9. How many products can I list on the Shopmatic platform?

You can have unlimited product listings on your webstore regardless of your subscription packages.

10. How many images can I list per product?

You can list up to 4 images per product

11. Can I list multiple variants per product?

Yes you can list multiple variants in sizes, colours, weights, etc. for each product listing, this allows you to offer choices to your online customers.

12. How does Shopmatic host my online store?

Shopmatic hosts your online store on the cloud to ensure speed, security & higher levels of accessibility for your webstore.

13. Can I change my store design later?

Yes, you may change the store design at any point in time. However, do note that your content on the home pages will be deleted each time you select a new template. Only products & product descriptions will remain.

14. Are the templates on Shopmatic’s platform mobile and tablet responsive?

Yes, all templates on the Shopmatic platform are fully responsive across all devices.

15. What should I do if I forget my password?

Refer to the ‘sign up’ page and follow the ‘Forget Password’ link to reset your password.

16. 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 your business and much more.

17. Do I need a technology background to use Shopmatic?

No, you do not need any technology background to be able to use Shopmatic. 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 Cascading Style Sheets (CSS), then you have that option available to use at your own discretion.

18. Can you design a webstore for me?

Shopmatic is a DIY platform and provides easy to use ready-made templates to build your own webstore.

19. Can you customize features/functions for me?

Users of the Shopmatic platform are free to use the modules and features available on the platform. They were built to be flexible and customizable. However, Shopmatic does not customize features at an individual account level.

Account Information

1. How much does it cost to use Shopmatic?

We have three different pricing plans for our customers to choose from. Simply Click Here and we will redirect you to our pricing page.

2. How can I pay Shopmatic?

By Credit or Debit card.

3. 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.

4. How will I be invoiced?

Once you subscribe, you will receive an invoice for the full amount via email. When your subscription is due for renewal you will receive a reminder seven (7) days before the due date to help you continue using our services without any disruptions.
A payment reminder will be sent to you seven (7) days before your next subscription is due via email.

5. Can I upgrade my subscription?

Yes, you can on the Billing page of your account. Simply select and pay for the new desired plan and your subscription details will be updated.

6. How can I cancel my Shopmatic account?

To cancel your account, please call us at our contact centre (+65) 6871 8745 during our office hours and an Ecommerce Consultant will assist you with the closing of your account.

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. Shopmatic does not provide any refunds.

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

Feel free to reach our Singapore ShopSupport number (+65) 6871 8745.
Alternatively, you can drop us an email at ShopSupportSG@goshopmatic.com.

8. Can I change my primary email address?

No, the primary email address is also your merchant ID. Hence, you are unable to change your primary email address. However, you can arrange to have email communication sent to an alternate email address.

9. Why do I have to give my mobile number?

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

10. Why do I have to give an email address?

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

Webstore Management

1. What do I do when I get an order?

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

Once the product is ready to be shipped to the buyer, you can schedule a pickup with the enabled logistics partner. Your buyer will be given a tracking code to monitor the delivery.

2. How do I deliver/ship out my products?

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 an agreement solely between you and the logistics provider. If you have any queries with your use of the shipping services, you should refer them to the logistics provider directly.

3. How do I activate my Shipping/Logistics partner?

From the Shipping Setup page, simply click on the ‘Enable’ button and follow the steps provided.

Please note that our logistics partner may have their own onboarding requirements including Know Your Customer (KYC) requirements.

4. How do I receive payments from my customers?

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 (Paypal 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 PayPal, your use of the PayPal’s services is an agreement solely between you and PayPal. If you have any queries with your transactions, you should refer them to PayPal directly.


1. How do I start receiving payments?

Simply click on ‘Enable’ from the payments setup page and follow the steps provided.
Please note that our payment partners may have their own onboarding requirements including KYC requirements

2. Why are my buyers getting declined?

There are multiple reasons why buyers may get declined and unable to make their purchases. 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 details.


1. What are the benefits of having my own webstore? Can I not just use marketplaces?

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

  • You can communicate directly with your customers: This means that you can drive repeat customers to come back to your site.
  • You can 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.
  • You can customize a webstore to differentiate yourself.
  • You are not limited by the rules of the marketplace. For example, you can determine your own discounts
  • You can 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!

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

KYC stands for ‘Know Your Customer’. Our payments or logistics partners may require certain identification information from you as part of their KYC obligations before they can provide payments or shipping services to you.

Domian name

1. Can I use my own domain name?

Each user of the Shopmatic platform is entitled to a free subdomain.
Should you choose to use a custom domain, you can buy a domain directly on the Shopmatic platform, easily connect an existing GoDaddy domain name, or you can also manually integrate your custom domain to your Shopmatic platform.

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


Store Security

1. Is my online store secure?

Shopmatic incorporates safety features at every feasible level to help you create and host an online store with high security. A variety of capabilities such as HTTPS, SSL certification.

2. What is HTTPS?

Hyper Text Transfer Protocol Secure (HTTPS) is the secure version of HTTP, the protocol over which data is sent between your browser and the website that you are connected to. The ‘S’ at the end of HTTPS stands for ‘Secure’ and it indicates that all communication between your browser and the website are encrypted. Online stores and pages built on and hosted by Shopmatic are all secured via HTTPS.

3. What is an SSL certificate? Is there an additional charge for this service?

Shopmatic offers SSL (Secure Socket Layer) certification when a buyer checkouts at no additional costs. This enables data encryption of transactions and keeps your online store safe for you and your customers.

4. Can I set my own terms & conditions for my online store?

Yes, we recommend that every customer sets their own terms & conditions on their online store, for transparent communication with buyers. Shopmatic does not resolve and is not liable for any disputes between our customers and their buyers.

Multi-channel listing

1. How do I list my products on other channels?

You would first need to create an account on the desired channel(s). (For example: Facebook, Lazada, eBay, or Amazon)

Once you have successfully created an account on the desired channel(s), then you can easily enable the sync between the channel(s) and your Shopmatic platform.

Once linked, any products that you have uploaded to your own Shopmatic webstore will then be pushed over to the respective channel(s), thus saving you time and effort as you will not need to add products manually again and again to each separate channel.

2. What is the benefit of listing on other channels?

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

3. Facebook

With Facebook Shop you can showcase and sell your products directly on your Facebook Page. You will need a Facebook page to create a Facebook shop. If you do not have a Facebook page, please click here to create one.

Additionally, you will need a Facebook account before you can create a Facebook page. If you do not have a Facebook account, please click here to create one.

4. Lazada

You can enable and link your online store with your current Lazada Seller Center account or you can set up a new Lazada Seller Center account. To learn more about how you can set up your Lazada Seller Center account, please Click Here

5. eBay

You can enable and link your online store with your current eBay seller account or you can set up a new eBay seller account. To learn more about how you can set up your eBay account, please Click Here

Sellers would need to accept eBay’s Cross Border Trade Agreement as Shopmatic pushes the products on the eBay US.
Once your eBay account has been set up, kindly follow these simple steps:

1. Click on the following link: eBay Cross Border Trade Agreement
2. Log in to your existing eBay account (multiple logins might be required)
3. Read through eBay’s Cross Border Trade Agreement.
4. If you would like to proceed, click on “I Agree”, and it’s done!

6. Amazon

You can enable and link your online store with your current Amazon seller account or you can set up a new Amazon seller account. To learn more about how you can set up your Amazon account, please Click Here


We appreciate any feedback. If there is something we could do better or something that you really love about us, please write to us at ShopSupportSG@goshopmatic.com

Was this article helpful?