FAQ Topic: PAYMENT & PAYPAL

FAQ Topic: DESIGN & PRODUCTION

FAQ Topic: MY STORE PACKAGES & SELLING

FAQ Topic: HOW THE STORE WORKS

How do I pay my monthly subscription?

When you join up to one of the 3 packages other than the FREE package you will be asked to complete your Credit Card or Paypal details and your account will automatically be deducted every 30 days from the date you joined.

Do my customers need a PayPal account?

It is advised to ensure all your customers have a PAYPAL account for improved security, but if they don't Paypal allows a customer to use their credit card and bypass the log in procedure ensuring you don't lose sales.

What currencies do Big Woolly support?

Big Woolly trades in the currency of your choice. When you sign up you can nominate the currency you want to sell in depending on where you are in the world.

How do I switch the PayPal account billed for my account?

To do this go to your Store Dashboard and under MY ACCOUNTOVERVIEW select EDIT PROFILE, from here change the email address in the PAYPAL EMAIL field to the new nominated PayPal account holders email address. For further Accounts enquiries please email accounts@bigwoolly.com.

Can you help me with my design?

We can definitely help you with the design!

We have our skilled graphic and web designers on hand who can be employed for $65/hr + GST for any design needs. We can work on deep etching your product images, creating a logo, or your top banner. Just send through a brief and artwork to info@bigwoolly.com and one of our designers will be in touch within 24 hours. Once we get in touch we'll advise you a quote upfront.

Do you produce printed merchandise for Big Woolly Store owners?

We can definitely help you print and produce any merchandise and promotional products! Please log on to our company website www.MammothMerchandise.com.au for all your merchandise needs and instant quotes online. Mammoth Merchandise has over 700 products plus a sourcing service. We can custom make garments or any product locally or in China.

We are an Australian based business and our team have over 15 years combined experience within the corporate, music and touring industry. We have a network of over 500 sellers in Australia and New Zealand that can sell the merchandise on tour. We are your one stop shop for any band on the road touring! We look after production, tour merchandise logistics, reports and booking in sellers. We take any stress out of it for you and provide a professional and competitively priced service.

How big and what format can my Store logo be?

The Top banner dimensions are 800 pixels (width) x 317 pixels (height) and 72 dpi.

Can you photograph my products?

**NEW SERVICE** PHOTO SAMPLE SESSION: For a flat $125 + GST for up to 10 products. This service is for those that don't have the means to photograph their t-shirts or garments at home. We have a mannequin in our office that serves as a great model to give the t-shirts a 3D form and then we deep etch the photos so they are on a white or coloured background making them stand out, look professional and enticing to your customer browsing through your Store. If you are interested in this service please contact info@bigwoolly.com and we'll supply the address to send the garments to so we can photograph and return within 5 days of receipt. Garments will be returned using Australian Regular Post to your nominated address.

Is there a limit of products I can publish to my Store?

$9.95 per month D.I.Y package allows up to 10 products.
$19.95 per month D.I.Y package allows up to 50 products.
$39.95 per month Pick n Pack Package up to 5 products.
$49.95 per month Platinum Package is for more than 10 products.

Can I upgrade or downgrade, or even cancel my account at any time?

You have complete control here!

You can easily cancel your account at any point in time by sending a request to info@bigwoolly.com. Your account will be closed within 5 days of the request and auto billing cancelled at the end of your current month's term.

To upgrade your account simply log into your DASHBOARD and select the tab "UPGRADE PACKAGE". Once you have selected the package you wish to upgrade to which and the additional functions will be made available to you within 24 hours. Any upgrades will be billed at the commencement of the next month when payment is due.

How can I sell gift certificates to my Store?

You can create the GIFT CERTIFICATE as an item and create as many at set amounts. This will allow a customer to select say a $100 voucher and purchase online. You will need to put clearly in the product description information as to how the customer will obtain the certificate and the terms and conditions of the voucher.

Can I sell digital products (eg MP3's, Video Clips)?

No. Currently this template is for PRODUCTS as in garments, and physical goods only. If you want to use the template to sell MP3s or video clips please contact info@bigwoolly.com and we can advise if this has changed.

How can I link back to my site?

You will need to work with your your website developer/designer to include a link to your Store via the main menu navigation on your website using your Store URL address. Don't forget all your other online outlets: Facebook page, MySpace, Bebo. You can also promote your Store using Twitter.

Check out examples at www.powderfinger.com when you click on the MERCHANDISE tab, it takes you directly to the Big Woolly Store. Your customer will never knows they have left your website and gone to your Big Woolly Store. It's seamless.

How does the Dashboard work?

The Dashboard is your backend console. It allows you to update all the information from this central menu. You can view at any time what a customer is going to see and modify it each and every time you log back in if required.

Simply work your way through the tabs along the menu to see all the Dashboard capabilities. Follow the instructions for each section such as: uploading images, adding product descriptionsand retail values for each product. It couldn't be simpler! If you get stuck at any time please contact info@bigwoolly.com and one of our team will be in touch within 24 hours.

If you haveone of the D.I.Y or Pick n Pack packages you will have the added Inventory tracking system which allows you to add in your stock levels and flag alert levels for reruns if needed.

The reporting section will allow you to view at any time or day your sales to date and revenue generated; it will also show you information as to your monthly direct debits.

How does inventory tracking work?

The inventory tracking is a simple yet great tool. On the backend Dashboard you can go to the 'Stock Inventory' tab and enter in the stock levels for all your products creating your own inventory. Once any of the items are sold the inventory automatically updates the stock levels and subtracts this off the total. With this the best feature is the STOCK ALERTS. When entering in your stock quantities you can add in an ALERT which is a number you put in to say when the stock level reaches this number FLAG me so I can reorder and produce more stock - so you never run out or lose orders!

How does the checkout process work?

Once a customer has added the products they want to purchase to their shopping cart and click BUY NOW it will take them to the payment gateway page which is PayPal. This will take them to a page where they complete their PayPal Log in details and proceed with payment. If the customer doesn't have a PayPal account at this point they can choose to pay using their credit card.

Once goods have been paid for PayPal will send YOU (if you've selected the Free or D.I.Y package) or US (if you have selected the Pick n Pack or Platinum Package) an email informing us of an order placed and paid for and is awaiting fulfilment.

If it is Big Woolly's responsibility to despatch the order it is guaranteed to be fulfilled within 3 days of receipt of PayPal's email. Big Woolly will pick and pack the order to offer a prompt and reliable service. We like to see all orders picked and sent off within 24hrs of receipt of order. All goods pick and packed by Big Woolly will have a tracking system for any lost goods or complaints.