Frequently Asked Questions

How to sell on Kraftly?

Selling on Kraftly is as simple as snapping a picture and you're done! Detailed guide coming soon !

What is Kraftly?

Kraftly is India's first C2C mobile flea market for unique products, which so far have been available largely offline. These items cover a wide range, including art, home & living, apparel, fashion accessories, costume jewelry, craft supplies, food, bath and beauty products, toys and other unique products. The app follows a model of an open marketplace which allows any seller – online or offline – to create their “microshop” in seconds and start selling. Buyers are able to discover unique products in a personalized manner and directly interact with sellers.

New to Kraftly? Here's how it works!


What are Kraftly Marketplace Guidelines?

About Kraftly
Kraftly is a mobile only marketplace where people from all over India connect to buy and sell unique goods.

1. Kraftly acts as a venue to allow users who comply with Kraftly's policies to offer, sell and buy goods. Kraftly is not directly involved in the transaction between buyers and sellers. All the information and products listed on the App are provided 'as is where is'.

2. Prohibited items, services, and items that violate our intellectual property policies are not allowed on Kraftly.

3. Anyone over the age of 18 can open a shop on Kraftly.

4. Kraftly shops have their own policies, payment methods, and shipping and fulfillment methods.

5. Shops on Kraftly must meet Kraftly’s standards of customer service and honor their shop’s policies.

6. Honesty is important to Kraftly and our community. We ask that shop owners represent themselves, their business, and their items accurately.

7. Kraftly’s Trust and Safety team may reach out to shops in violation of these guidelines. While we prefer to help you bring your shop into compliance with our rules, Kraftly may close shops that do not comply.

8. We reserve the right to remove listings that aren’t in the letter or spirit of Kraftly’s guidelines.

9. Kraftly may amend this User Agreement and/or Kraftly Rules and Policies at any time by posting a revised version on the App.

Seller Guidelines
Kraftly’s marketplace is built on trust. You can earn the trust of your buyers by following these guidelines on how to maintain a transparent shop, provide great customer service, and respect our community. Kraftly will help you maintain a high level of trust with your buyers through our Seller Service Level Standards (“SLS.”)

1. Only list items in your shop that are for sale and fall into one of the categories mentioned in our app.

2. Items must be accurately represented in listings and listing photos

3. Be aware that buyers can submit reviews of items they have purchased

4. Respect the intellectual property of others. If you feel someone has violated your copyright, you can report it to Kraftly.

5. Do not sell prohibited items.

6. Please honor your shops shipping and processing times

Kraftly Terms & Conditions
1. Kraftly charges a flat rate of 10% + Service Tax on any transaction fulfilled on its platform. The same is deducted from the merchant’s wallet once the merchant accepts the order.

2. The buyer pays the seller directly in their integrated wallet on the app at the time of the purchase. The same can be redeemed by the merchant 7 days after Kraftly or customer confirms delivery of the order.

3. If the seller chooses to use Kraftly’s shipping service a flat rate of Rs.60 per 0.5 kg will be deducted from the seller’s wallet. In case of COD an additional fee of Rs. 60 will be levied. For details please refer to Kraftly’s shipping policy.

4. Failure to fulfill the order by the seller in the time frame prescribed in the product listing, would lead to cancellation of the order and the money would be refunded to the buyer. For details please refer to Kraftly’s cancellation policy.

5. For any returns request initiated by the buyer within 5 days of receipt of the parcel, the transaction will be cancelled and the seller will have to bear the return charges of the goods. Please refer to Kraftly’s return policy.

How does Kraftly protect buyers?

We want our buyers to shop with confidence. That’s why, we provide guarantees that ensure you’ll receive your item on time and as described.

For all Kraftly fulfilled orders, our customers would receive the following guarantees:

1. Full refund if you don’t receive your order within the delivery time promised by the seller. Kraftly gives utmost importance to on-time delivery and unless the buyer verifies delivery of the product, money is not remitted to the seller.

2. Complete refund, if the item shipped to you doesn’t match the product description on Kraftly.

3. All products can be returned to the seller as long as they are unused and in perfect condition. No question asked!! Buyers have 5 days after receiving the delivery of the product to return the order.

How does Kraftly protect sellers?

We take complete guarantee of seller protection. As soon as the product is delivered to the buyer and no return request is received within 5 working days of delivery of product, we will transfer the money in sellers wallet, which can be transferred to the bank account as well.

In case of any dispute with buyers, then we will help to resolve that as well.

Can I Sell Stolen or Counterfeit Goods?

Can I Sell Stolen or Counterfeit Goods?

Can I Invite My Friends To Kraftly?

Yes, you can invite your friends to download the app and you will be rewarded upto 300 credits for the same.

My App Is Not Working. What Should I Do?

In case your Kraftly app stops working at any time, follow these troubleshooting steps:

• Close other apps
• Restart your phone
• Ensure that you have good internet access
• Uninstall and reinstall app. Sign in again to start using the app.

If the problem still persists, then tap “Support” button on the left menu or send us an email at support@kraftly.com.

Can I share my purchases or listings on social network?

Yes, you can share your purchases on your social network. As soon as you have placed an order, you can share your purchases on WhatsApp, Facebook and other channels in just a tap.

For sellers, we have introduced social selling, where you can share your product image along with direct payment link and share the same on your WhatsApp, Facebook and other social channels and get direct sales.

What is My Profile?

In My Profile, you can:

• View all your purchases and check their current status

• Add a new address & change your existing address

• Edit your Kraftly profile

• Check your existing reward points and credits

Plus we regularly add new features for you to use and enjoy.

How do I delete my Kraftly Account?

If you want to unsubscribe from Kraftly, please send us an e-mail at support@kraftly.com indicating your user name, email address you used for registration and reason for de-listing your account. We will then delete your account.

If you are a seller, we can delete your shop but leave your account open so that you can still buy products from Kraftly.

How do I change my password? What if I lost or forgot my password?

Don't worry! On our login page, click on the “Already have an account? Sign In” option. Now, click on the 'Forgot Password?' option. Type in your email address and you'll receive a link in your email account to reset your password.

After retrieving the randomly generated password from your email, key this in on the same login page to retrieve your account. You can then change your password to a new one.

What about the disputes between buyer and seller? Who will tackle it?

In case of any disputes, you can send us the entire case details on support@kraftly.com and we will provide complete assistance with the same.

What should I do if I found a counterfeit product in the app?

In case you found a counterfeit product, you can ‘Report Abuse’ that product and we will look into the matter.

To report the product, please open the particular product in your app. Tap on the three dotted icon next to Product Description and tap on Report Abuse.

Our Quality Control Team will look into the same and take appropriate action.

How do I change my address?

To change your address, follow these steps:
a. Go to My Profile. Make sure that you have logged in to Kraftly app.
b. Tap on "Address Book"
c.Here, you will find existing address. You can edit the same by tapping on "Edit" icon.
d. You can also add new/more address by clicking on (+) sign.

How Can I Contact The Kraftly Team?

In case of any problems, enquiry­, etc., you can call us at +91-9266623005 or send us an email at support@kraftly.com.

Is it necessary to register on Kraftly before making a purchase?

We, at Kraftly, attempt to create a venue for buyers and sellers to interact with each other and create a huge worldwide network. So, when you register with Kraftly, you form an important part of the entire network. This enables us and the sellers to cater to your requirements in an effective manner and provide products as per your tastes.

Also, once you register you have full access to Kraftly's features like tracking your order, selling, rating, feeds, or conversing with Kraftly sellers.

How do I make payment for my order?

It is as simple as paying Kraftly using our different payment options (Credit Card, Debit Card, Cash Card, Net banking), Cash on Delivery and we transfer the money to the seller. Remain rest assured; all Credit/Debit card details remain confidential and private. Kraftly and our trusted payment gateway use SSL encryption technology to protect your card information.

Who am I buying from on Kraftly?

On Kraftly, you buy products directly from the artists, designers and creators who have created their own unique products, and are offering them for sale here. If you have a question about a product you can get in touch with the seller directly using our chat feature.

How to purchase a product on Kraftly?

You need to be a registered member to buy something on Kraftly. Once you have found that eye-catching product, grab it with the 'Add to Cart' tab. You can either continue shopping for more delights or you can place your order directly. You will then be asked to enter your address and payment details.

Your order will be confirmed via e-mail. Other order notifications will also be sent via email and SMS.

How do I know my order has been processed?

Once your payment has been successfully made, your order is processed immediately. We will send a confirmation e-mail for your order on your registered email ID. A unique Order ID will also be mentioned in the email for future reference. Also, you will be notified for every order processing stage.

How can you earn Kraftly’s reward points?

A user may earn Reward Points by participating in various campaigns offered through Kraftly. The amount of Reward Points that may be earned and other conditions for earning Reward Points shall be subject to the applicable campaign rules provided by Kraftly.

To the extent permitted by law, Kraftly may change the rules at any time, and may terminate the entire Reward Points system without any refund or other compensation for existing Reward Points. "Reward Points" means credits that can be used solely to purchase eligible products on Kraftly in accordance with these terms.

A user will not be able to exchange Reward Points for cash, property, or any other economic benefits other than for the purchase of eligible products through the Service that are specified by Kraftly. A user will not be able to transfer Reward Points to any other user or person.

A user would get the following reward points at specific events 
• 500 reward points on "Sign Up” on the Kraftly app
• 100 reward points each on sharing the Kraftly app on Facebook
• 100 reward points each on sharing the Kraftly app on Twitter
• 100 reward points each on inviting minimum 5 contacts to check out the Kraftly app 

What is Kraftly's credit system?

In case you return a product or cancel a prepaid order, then you will get Kraftly credits to the extent of the order value placed by you in your Kraftly account. You can reuse these credits to make another purchase.

How can I use my reward points while making a purchase?

User is eligible to avail 20% of his/her total reward points for each order purchased on Kraftly. This gets auto-deducted when you are making a transaction .

How can I use my credit points while making a purchase?

If you have credits in your Kraftly account, the same gets auto - deducted when you make a purchase on Kraftly.

What payment methods does Kraftly offer?

We offer you different payment options to make shopping easy for you. You can make payments online using your Credit Card, Debit Card or Net Banking. You can also opt for Cash on Delivery option. Rest assured that all Credit/Debit card details remain confidential and private. Kraftly and our trusted payment gateway use SSL encryption technology to protect your card information to help you experience safe shopping.

Who can sell products on Kraftly?

Anyone, quite literally. Whether you have thousands of products or just one, if you are willing to sell on marketplace where your products don’t fade in million, then Kraftly is for you. You can be a shopkeeper, homepreneur, wholesaler or just a college student who wants to take your hobby to the next level.

What documents are required to start selling on Kraftly?

To sell on Kraftly, there is no requirement for any documentation. All we need is your unique products, contact details and that’s it. You are all set to sell on Kraftly.

What can you sell?

Anything and everything, that is legal to sell. Every Kraftly seller is solely responsible for your shop and listing. It is strictly prohibited to sell stolen or counterfeit goods. Listings for items that are stolen or counterfeit will be deleted and any accounts associated with these listings may suspended or banned. Further action, including criminal prosecution, may be taken. Items clearly described as “imitation,” “inspired,” or “fake” are also prohibited.

Further, there are some types of items that we don't allow in Kraftly's marketplace, even if they are legal and otherwise do not meet Kraftly's selling criteria. You can contact our support center to know more about it.

What does it cost to sell through us?

We believe in working collaboratively and growing together.Hence, we don’t have any upfront cost of setting up shop on Kraftly, no listing fee. On every successful order that you receive, we charge 10% commission + Service Tax. Also, the freight cost will be borne by you if you decide to use Kraftly Shipping. (Please read Shipping Terms to view the charges)

When do you get your money from the sale?

For quick payment process, we create a Citrus e-wallet for every seller. All your payments will be processed directly to your e-wallet on successful delivery of an order to the buyer. You can transfer the same amount to your bank account from the Kraftly app itself. For prepaid order, we process payment in 5 working days and for COD order, it takes about 15 working days to process it.

Is there a fee to open a shop?

No. We are more than happy to welcome you to the Kraftly community. You can open your shop and list products for free.

When and how do I get paid by the buyer?

First, we confirm with the buyer that the product was received with complete satisfaction. If the buyer does not initiate return within 5 days of delivery, then we will initiate payment. The payment will be reflected in your Citrus e-wallet within 5 working days (in case of prepaid order) or 15 working days (in case of COD orders)

I sent the item but the buyer claims that it didn’t arrive.

If the buyer claims that he/she hasn't got the product, then check the tracking information for the shipment. If you have shipped through Kraftly, then we will take the charge and look into the matter. In case you have shipped yourself, then you need to contact your shipper. We will not be able to assist you.

Can I change the price of my listing?

Yes, you can. You can edit your product’s price by going to Your Shop > My Listing > Open Particular Listing > Tap on‘Edit’. You can then change the price here.

Can I delist product once it is listed?

In case, you want to delist/deactivate the product, you can go to “Edit Product” in your Shop> My Listings> Open Particular product and tap on Active/Deactivate toggle.

Can I create listing that advertises my account?

We do not allow any kind of advertising and listing that advertise your personal account or external websites is strictly prohibited.

What happens if I don’t accept order within 48 hours?

In case, you don’t accept order within 48 hours, it will be auto-cancelled. Also, repeated cancellation of orders will affect your seller rating.

How are handpicked items chosen for the Kraftly collections?

The Kraftly team will select items based on its level of uniqueness and functionality. These handpicked items will be selected and put up in our collections.

What is Citrus wallet?

For every Kraftly seller, it is necessary to sign up for Citrus wallet as you will receive all your payments from buyers directly on your wallet . Creation of wallet is is free of cost. By creating this wallet, you will receive proceeds from your sales made on Kraftly. Further, you can settle money from your wallet to your bank yourself, easily and securely.

I am a seller. I got an order. What’s next?

As soon as the buyer purchases your product, you will be notified for the same via push, email and sms. You need to Accept Order within 48 hours and start order fulfillment. You can ship your product via Kraftly or via your own courier company.

How do I track my purchases online?

You will be provided with a Tracking ID for your order by which you can track your delivery. The same will also be sent via email to you.

You can also go to Your Profile > My Purchases > Track.

Where does Kraftly ship to?

Currently, we ship all over India as per the pincodes serviceable by us.

How do I ship?

There are two shipping options:

a. Ship using Kraftly
b. Ship using your own courier company

You can use any of these and start with order fulfillment.

Why should I opt for “Ship with Kraftly” option?

Because of it is credibility and reliable. When you will "Ship with Kraftly," we will take the charge of all the hassles. Also, we will send invoice and shipping label. All you need is click to ship.

Why does Kraftly need tracking number, if I am shipping myself?

If you choose to ship on your own, a valid tracking number is required in order to complete a transaction. If you ship without a valid tracking number, then it is subject to order cancellation.

Also, we need to be intimated about the tracking number, as the same is further communicated to the buyer, so that he/she can track shipping status of their order.

Kraftly tracks the shipment status of the order. Only after the order is delivered, we process the funds to seller’s wallet.

What are the COD charges?

A flat fee of Rs. 60 is charged for every COD order. You can go to your shop settings and decide whether you wish to bear the COD charges, or buyer should bear the same.

If you are shipping through Kraftly, when should you dispatch the product?

When you create a listing on your app, you can decide the shipping days in which you will be ready to dispatch your parcel.

If you fail to create shipment and dispatch the order within the max dispatch days mentioned by you, the order will get auto-cancelled.

When will my parcel be picked up by the courier company, if I am shipping through

Kraftly?

Seller has to ensure that when he Clicks on 'Ship through Kraftly', he readies the parcel as his shipment will be picked up by courier companies within 12-24 hours of this action taken on the app.

When will the money be transferred to the seller?

If the buyer does not initiate return in next 5 days of product delivery, then the payment will be settled in the following way:

· In case of prepaid order, the payment will be settled in next 5 days.

· In case of COD order, the payment will be settled in next 15 days.

The payment will be reflected in your Kraftly Citrus wallet, which can be transferred to your bank account.

How much money gets transferred to seller?

After the buyer is satisfied with the product received and does not initiate return within 5 days, then we will transfer the complete order value after deducting 10% Kraftly commission + Service Tax, shipping cost and COD charges (If applicable).

Why do I need to verify my phone number?

Mobile verification will let us know that you are a real person and in future, may help in the recovery of lost account, and helping keep Kraftly safe.

To verify your phone number, you need to enter the code on the Confirm your Identity screen, which you will receive via text message on your registered number. If you don't get text messages, you can request to resend verification code.

Please note that we do NOT allow the following types of phone numbers to be verified:
- International
- Landline Number
- VoIP

I forgot my username or password, how can I reset it?

If you’re not logged in and have forgotten your password, then follow these steps:

a. Go to Side Menu, click on Sign in
b. On the Sign in menu, tap on "Forgot Password" and then enter your registered email ID. Click on OK.
c. You will receive a "Reset Password" email. Click on the link that you have received to reset your password.
d. Once you’ve reset your password, use your email address and new password to login on Kraftly app.

Can I change my username?

In case you want to change your username, you need to send us a request on support@kraftly.com and we will provide you complete help in that.

I'm having problems signing in with Facebook.

If you're having problems signing in with Facebook, and you currently have the Facebook app, your device may not be running the latest version of Facebook. Please try updating your Facebook app and restarting your device before attempting to sign in again.

If you don’t have the Facebook app, please verify that you are entering the correct email and password associated with your Facebook account.

Can I use my Kraftly account on a new device?

Yes, you can easily change the device by signing in with your existing account on the new device. All you need is to download the app on the new device, sign in using your registered email ID. After you login, all your account information like listings, likes, purchases, etc.will be available.

Can I have more than one Kraftly account?

As per Kraftly's Terms, users are strictly prohibited from having more than one account. Users found to have more than one account are subject to having all of their accounts deleted without prior notice and may be partially or permanently banned from our marketplace.

Additionally, users who have had their user privileges revoked are prohibited from creating new accounts.

Can a seller refuse to accept returns?

Kraftly provides Buyer Guarantee for all Kraftly fulfilled orders to its customers purchasing from the app. Sellers cannot refuse to accept return of products. Only in below listed conditions, the seller can refuse to accept returns:

· Return request is made outside the specified time frame
· Product is damaged because of use or Product is not in the same condition as you received it
· Specific categories like innerwear, lingerie, socks and clothing freebies
· Any consumable item which has been used or installed
· Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
· Made-to-order / custom jewelry
· Fragile items, hygiene related items

To further look at Kraftly's Return Policy, kindly refer to these guidelines

What is Kraftly's Return Policy?

These policies are applicable in addition to the shop level policies available on the product description page. All return requests have to be initiated by the buyer within 5 days of receipt of their parcel. No return requests will be entertained post that and the funds will be remitted to the seller.

1. Any item returned showing signs of wear or tear, altered, resized (by anyone / entity other than the Company) or damaged in any other manner shall not be accepted for return.

2. Cost of return will be borne by the seller in case damaged or wrong product was shipped.

If seller is using Kraftly to ship his orders, he would have to bear the return freight cost over and above the shipment cost and Kraftly’s commission. In this case, the same would be deducted from his wallet.

There are certain scenarios where it is difficult for us to support returns:

a. Return request is made outside the specified time frame b. Product is damaged because of use or Product is not in the same condition as you received it
c. Specific categories like innerwear, lingerie, socks and clothing freebies
d. Any consumable item which has been used or installed
e. Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
f. Made-to-order / custom jewellery
g. Fragile items, hygiene related items

When can I return the product?

All return requests have to be initiated by the buyer within 5 days of receipt of their parcel. After than no return request will be entertained.

In what cases, items cannot be returned?

There are certain scenarios where it is difficult for us to support returns:

• Return request is made outside the specified time frame i.e. within 5 days of receiving the parcel
• Product is damaged because of use or Product is not in the same condition as you received it
• Specific categories like innerwear, lingerie, socks and clothing freebies
• Any consumable item which has been used or installed
• Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
• Made-to-order / custom jewelry
• Fragile items, hygiene related items

Who will bear the return cost?

Buyer don't have to bear any return cost. However, if the seller is using Kraftly to ship his orders, he would have to bear the forward freight cost, Kraftly’s commission and COD charges (If applicable). The return freight cost would be borne by Kraftly. In this case, the same would be deducted from his wallet or invoiced to the seller separately.

Can a buyer cancel the transaction?

A buyer can cancel the order, if the order has not been shipped. The same would appear in My Profile > My Purchases.

What if a buyer cancels a prepaid order?

He/She will immediately get Kraftly store credit. In case the buyer wants the money to be transferred in his/her bank account, then write it to us at support@kraftly.com and the same will be processed in 7 working days.

My tracking information is not updating. What should I do?

It is possible that your tracking information is not updating because your item missed a tracking scan. In most cases, your item is still in transit towards the destination and final delivery is unaffected. In case you feel that the product is lost, please write an email at support@kraftly.com with your tracking ID and we will help you with the same.

I bought something and never received it. Help!

You can track your order on Kraftly by clicking on My Profile> My purchases > Track. In case of any confusion, you can contact us at support@kraftly.com and we will fix your problem as soon as possible..

How do I report a problem with an item I received?

If you are unhappy with the product received either because it does not meet your expectations as per the description provided by the seller or if it is damaged, you can return it within 5 days of delivery. Please write to us at support@kraftly.com and we will initiate return of the product.

Fur further information, kindly refer to our return policy.

What should I do if I cannot track my order online?

Once your parcel has been dispatched by the seller, an email containing your parcel information is sent to you automatically. You can track your items using a unique Order ID and AWB number. If you are still unable to track your order, please write to us at support@kraftly.com and we will help you with the same.

What should I do if I didn't receive a confirmation email?

TheYou will receive a confirmation e-mail from Kraftly within two minutes of every sale or purchase.
If you are not receiving these e-mails, please check:

a. Whether you have written your e-mail address correctly in your profile, and if this address is still valid. If not, then send an e-mail to support@kraftly.com, and we'll correct your address for you.

b. If you're not receiving e-mails even though your e-mail is correct, then they could be going into your Spam folder. If you still can't find our notifications in Spam, then please get in touch with us at support@kraftly.com

I want to know more. Where should I go?

We are more than happy to help you. For any queries or problems, you can call us at +91-9266623005 or simply drop us an email at support@kraftly.com. We will get back to you shortly.

Can I refuse to accept returns?

Kraftly provides Buyer Guarantee for all Kraftly fulfilled orders to its customers purchasing from the app. Sellers cannot refuse to accept return of products. Only in below listed conditions, the seller can refuse to accept returns :

a. Return request is made outside the specified time frame b. Product is damaged because of use or Product is not in the same condition as you received it
c. Specific categories like innerwear, lingerie, socks and clothing freebies
d. Any consumable item which has been used or installed
e. Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories
f. Made-to-order / custom jewellery
g. Fragile items, hygiene related items

What is Kraftly’s return policy?

All return requests have to be initiated by the buyer within 5 days of receipt of their parcel.No return requests will be entertained post that and the funds will be remitted to the seller.

• Any item returned showing signs of wear or tear, altered, resized (by anyone / entity other than the Company) or damaged in any other manner shall not be accepted for return.

• Cost of return will be borne by the seller in case damaged or wrong product was shipped.

When can I return the product?

All return requests have to be initiated by the buyer within 5 days of receipt of their parcel.

In what situation, items cannot be returned?

There are certain scenarios where it is difficult for us to support returns:

• Return request is made outside the specified time frame

• Product is damaged because of use or Product is not in the same condition as you received it

• Specific categories like innerwear, lingerie, socks and clothing freebies

• Any consumable item which has been used or installed

• Anything missing from the package you've received including price tags, labels, original packing, freebies and accessories

• Made-to-order / custom jewelry

• Fragile items, hygiene related items

Who bears the return cost?

If seller is using Kraftly to ship his orders, he would have to bear the forward freight cost, Kraftly’s commission and COD charges (If applicable). The return freight cost would be borne by Kraftly. In this case, the same would be deducted from his wallet or invoiced to the seller separately.

Can a buyer cancel a transaction?

A buyer can cancel the order, if the order has not been shipped. The same would appear in My Profile > My Purchases.

Can a seller cancel a transaction?

A seller can cancel the order before the order is shipped.

What if a buyer cancels a prepaid order?

You will immediately get Kraftly store credit. In case you want it in your bank account, write it to us at support@kraftly.com and the same will be processed in 7 working days.