success starts here...success starts here hello! welcome to notonthehighstreet.com. we’re thrilled...
TRANSCRIPT
SUCCESS starts here
Hello Welcome to notonthehighstreetcom Wersquore thrilled to have you as a Partner and look forward to working alongside you as you grow your business
On these pages yoursquoll find all the information yoursquoll need to start your journey with us from advice on what other Partners have done successfully to how to upload your products set up your storefront and start accepting orders from your customers
1Your journey with
notonthehighstreetcom
2What makes a
successful Partner
3Uploading your products and getting ready to sell
6Terms and conditions and
complying with policy
5Accepting and
managing orders
4Getting support
7Our community
8Meet your customers
9What to expect next
your first steps with notonthehighstreetcom
Section 1Your journey with notonthehighstreetcom
So that we can support every business that joins us in the most appropriate way we have six Partner groups set up according to turnover This way we can support you every step of the way as you develop your business in line with your success and ambitions
For the first year
pound40000 up to
pound99999
pound250000 up to
pound999999
In excess of pound1000000
pound100000 up to
pound249999
up topound39999
Once yoursquore live yoursquoll spend your first 12 months in the Indigo group This is where yoursquoll learn the ropes Yoursquoll find out what customers like (and what they donrsquot) discover how to drive more sales and start working out what success looks like for you
After the first year yoursquoll automatically move into the Cobalt group - unless yoursquore already doing really well in which case
yoursquoll move into Azure Emerald Sienna or Amber respectively
Once you reach the Azure group yoursquoll receive additional support from a member of the account management team Theyrsquoll focus on helping you to meet customer demand as well as meeting your needs as a fast-growing business
Section 01
lt Home On to section 02 gt
Section 2What makes a successful Partner
Every Partnerrsquos needs and experiences are unique Some Partners begin selling within days for others it can take longer to get off the ground However wersquove identified a few common traits that many of our most successful Partners share
Unique product
It all starts with the product The more unique and inspiring a product is the more likely it is to catch the attention of customers and the marketing team alike Partners that stay ahead and keep growing are always the ones that ensure they take the time to develop new and exciting products
Competitive offering
We know that online shoppers are a demanding lot Customers like a range of delivery options from a quick service that they might need to pay extra for to free delivery (which might be slightly slower but is an option that many customers expect) They also look for outstanding value for money great customer service and will take notice of the packaging your items are delivered in Our top Partners recognise all of this and build their offering around meeting the needs and expectations of their customers
Planning
Success doesnrsquot happen by accident and thatrsquos especially true if you want to maintain it Partners who succeed constantly review their sales analyse trends listen to customer feedback and update their range and product pages Planning is key to staying in control and this organisational discipline allows you to manage your time and business effectively
Participation
In other words join in We have a thriving Partner community and wersquove found that those who are engaged with whatrsquos happening at notonthehighstreetcom and are willing to jump at any opportunity are far more likely to succeed That can mean anything from suggesting new products and ideas for gifting occasions to taking part in competitions or being active on our very lively Partner forum
Ambition
Whatrsquos your ambition It can mean different things to different people ndash for some itrsquos a financial or lifestyle goal such as being able to support yourself and your family paying off your mortgage or buying a new car For others it can be more about your business like becoming a household name or building your business for eventual sale Whatever form it takes itrsquos ambition that drives Partners to succeed Our most successful Partners believe in their businesses and work hard to set their plans into action
Section 02
lt Back to section 01 lt Home On to section 03 gt
Section 3Uploading your products and getting ready to sell
Complete your settings in the CMS
Set up your storefront page and account settings (eg contact details bank details delivery settings) Find out how to add account settings
Upload your products
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Find out how to upload a product or read our tips below
Preview and test your product pages
Make sure your products look great and your pages work properly using our preview site Check for spelling errors and ensure you have all the essential details for each product including measurements in centimetres Find out how to use our preview site
Request activation
Our team will check your pages thoroughly to make sure your products and storefront are optimised for sales Send your pages to them when yoursquore ready to go live ndash find out how here
Read our feedback and amend your pages
Once theyrsquove checked your pages our team will send over their expert tailored advice and guidance to help you optimise your pages Make sure you read their feedback make any amendments and reply to let them know yoursquove completed the changes
Time to go live
The team will check through your pages again and set you live when your products are looking great Yoursquoll get an email confirming that yoursquore live with a link to your storefront page so that you can start sharing the exciting news
Here are five simple steps to getting your storefront and products live on notonthehighstreetcom Wersquove also added some helpful tips to help you along the way
1
2
3
4
5
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 1Your journey with notonthehighstreetcom
So that we can support every business that joins us in the most appropriate way we have six Partner groups set up according to turnover This way we can support you every step of the way as you develop your business in line with your success and ambitions
For the first year
pound40000 up to
pound99999
pound250000 up to
pound999999
In excess of pound1000000
pound100000 up to
pound249999
up topound39999
Once yoursquore live yoursquoll spend your first 12 months in the Indigo group This is where yoursquoll learn the ropes Yoursquoll find out what customers like (and what they donrsquot) discover how to drive more sales and start working out what success looks like for you
After the first year yoursquoll automatically move into the Cobalt group - unless yoursquore already doing really well in which case
yoursquoll move into Azure Emerald Sienna or Amber respectively
Once you reach the Azure group yoursquoll receive additional support from a member of the account management team Theyrsquoll focus on helping you to meet customer demand as well as meeting your needs as a fast-growing business
Section 01
lt Home On to section 02 gt
Section 2What makes a successful Partner
Every Partnerrsquos needs and experiences are unique Some Partners begin selling within days for others it can take longer to get off the ground However wersquove identified a few common traits that many of our most successful Partners share
Unique product
It all starts with the product The more unique and inspiring a product is the more likely it is to catch the attention of customers and the marketing team alike Partners that stay ahead and keep growing are always the ones that ensure they take the time to develop new and exciting products
Competitive offering
We know that online shoppers are a demanding lot Customers like a range of delivery options from a quick service that they might need to pay extra for to free delivery (which might be slightly slower but is an option that many customers expect) They also look for outstanding value for money great customer service and will take notice of the packaging your items are delivered in Our top Partners recognise all of this and build their offering around meeting the needs and expectations of their customers
Planning
Success doesnrsquot happen by accident and thatrsquos especially true if you want to maintain it Partners who succeed constantly review their sales analyse trends listen to customer feedback and update their range and product pages Planning is key to staying in control and this organisational discipline allows you to manage your time and business effectively
Participation
In other words join in We have a thriving Partner community and wersquove found that those who are engaged with whatrsquos happening at notonthehighstreetcom and are willing to jump at any opportunity are far more likely to succeed That can mean anything from suggesting new products and ideas for gifting occasions to taking part in competitions or being active on our very lively Partner forum
Ambition
Whatrsquos your ambition It can mean different things to different people ndash for some itrsquos a financial or lifestyle goal such as being able to support yourself and your family paying off your mortgage or buying a new car For others it can be more about your business like becoming a household name or building your business for eventual sale Whatever form it takes itrsquos ambition that drives Partners to succeed Our most successful Partners believe in their businesses and work hard to set their plans into action
Section 02
lt Back to section 01 lt Home On to section 03 gt
Section 3Uploading your products and getting ready to sell
Complete your settings in the CMS
Set up your storefront page and account settings (eg contact details bank details delivery settings) Find out how to add account settings
Upload your products
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Find out how to upload a product or read our tips below
Preview and test your product pages
Make sure your products look great and your pages work properly using our preview site Check for spelling errors and ensure you have all the essential details for each product including measurements in centimetres Find out how to use our preview site
Request activation
Our team will check your pages thoroughly to make sure your products and storefront are optimised for sales Send your pages to them when yoursquore ready to go live ndash find out how here
Read our feedback and amend your pages
Once theyrsquove checked your pages our team will send over their expert tailored advice and guidance to help you optimise your pages Make sure you read their feedback make any amendments and reply to let them know yoursquove completed the changes
Time to go live
The team will check through your pages again and set you live when your products are looking great Yoursquoll get an email confirming that yoursquore live with a link to your storefront page so that you can start sharing the exciting news
Here are five simple steps to getting your storefront and products live on notonthehighstreetcom Wersquove also added some helpful tips to help you along the way
1
2
3
4
5
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Once yoursquore live yoursquoll spend your first 12 months in the Indigo group This is where yoursquoll learn the ropes Yoursquoll find out what customers like (and what they donrsquot) discover how to drive more sales and start working out what success looks like for you
After the first year yoursquoll automatically move into the Cobalt group - unless yoursquore already doing really well in which case
yoursquoll move into Azure Emerald Sienna or Amber respectively
Once you reach the Azure group yoursquoll receive additional support from a member of the account management team Theyrsquoll focus on helping you to meet customer demand as well as meeting your needs as a fast-growing business
Section 01
lt Home On to section 02 gt
Section 2What makes a successful Partner
Every Partnerrsquos needs and experiences are unique Some Partners begin selling within days for others it can take longer to get off the ground However wersquove identified a few common traits that many of our most successful Partners share
Unique product
It all starts with the product The more unique and inspiring a product is the more likely it is to catch the attention of customers and the marketing team alike Partners that stay ahead and keep growing are always the ones that ensure they take the time to develop new and exciting products
Competitive offering
We know that online shoppers are a demanding lot Customers like a range of delivery options from a quick service that they might need to pay extra for to free delivery (which might be slightly slower but is an option that many customers expect) They also look for outstanding value for money great customer service and will take notice of the packaging your items are delivered in Our top Partners recognise all of this and build their offering around meeting the needs and expectations of their customers
Planning
Success doesnrsquot happen by accident and thatrsquos especially true if you want to maintain it Partners who succeed constantly review their sales analyse trends listen to customer feedback and update their range and product pages Planning is key to staying in control and this organisational discipline allows you to manage your time and business effectively
Participation
In other words join in We have a thriving Partner community and wersquove found that those who are engaged with whatrsquos happening at notonthehighstreetcom and are willing to jump at any opportunity are far more likely to succeed That can mean anything from suggesting new products and ideas for gifting occasions to taking part in competitions or being active on our very lively Partner forum
Ambition
Whatrsquos your ambition It can mean different things to different people ndash for some itrsquos a financial or lifestyle goal such as being able to support yourself and your family paying off your mortgage or buying a new car For others it can be more about your business like becoming a household name or building your business for eventual sale Whatever form it takes itrsquos ambition that drives Partners to succeed Our most successful Partners believe in their businesses and work hard to set their plans into action
Section 02
lt Back to section 01 lt Home On to section 03 gt
Section 3Uploading your products and getting ready to sell
Complete your settings in the CMS
Set up your storefront page and account settings (eg contact details bank details delivery settings) Find out how to add account settings
Upload your products
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Find out how to upload a product or read our tips below
Preview and test your product pages
Make sure your products look great and your pages work properly using our preview site Check for spelling errors and ensure you have all the essential details for each product including measurements in centimetres Find out how to use our preview site
Request activation
Our team will check your pages thoroughly to make sure your products and storefront are optimised for sales Send your pages to them when yoursquore ready to go live ndash find out how here
Read our feedback and amend your pages
Once theyrsquove checked your pages our team will send over their expert tailored advice and guidance to help you optimise your pages Make sure you read their feedback make any amendments and reply to let them know yoursquove completed the changes
Time to go live
The team will check through your pages again and set you live when your products are looking great Yoursquoll get an email confirming that yoursquore live with a link to your storefront page so that you can start sharing the exciting news
Here are five simple steps to getting your storefront and products live on notonthehighstreetcom Wersquove also added some helpful tips to help you along the way
1
2
3
4
5
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 2What makes a successful Partner
Every Partnerrsquos needs and experiences are unique Some Partners begin selling within days for others it can take longer to get off the ground However wersquove identified a few common traits that many of our most successful Partners share
Unique product
It all starts with the product The more unique and inspiring a product is the more likely it is to catch the attention of customers and the marketing team alike Partners that stay ahead and keep growing are always the ones that ensure they take the time to develop new and exciting products
Competitive offering
We know that online shoppers are a demanding lot Customers like a range of delivery options from a quick service that they might need to pay extra for to free delivery (which might be slightly slower but is an option that many customers expect) They also look for outstanding value for money great customer service and will take notice of the packaging your items are delivered in Our top Partners recognise all of this and build their offering around meeting the needs and expectations of their customers
Planning
Success doesnrsquot happen by accident and thatrsquos especially true if you want to maintain it Partners who succeed constantly review their sales analyse trends listen to customer feedback and update their range and product pages Planning is key to staying in control and this organisational discipline allows you to manage your time and business effectively
Participation
In other words join in We have a thriving Partner community and wersquove found that those who are engaged with whatrsquos happening at notonthehighstreetcom and are willing to jump at any opportunity are far more likely to succeed That can mean anything from suggesting new products and ideas for gifting occasions to taking part in competitions or being active on our very lively Partner forum
Ambition
Whatrsquos your ambition It can mean different things to different people ndash for some itrsquos a financial or lifestyle goal such as being able to support yourself and your family paying off your mortgage or buying a new car For others it can be more about your business like becoming a household name or building your business for eventual sale Whatever form it takes itrsquos ambition that drives Partners to succeed Our most successful Partners believe in their businesses and work hard to set their plans into action
Section 02
lt Back to section 01 lt Home On to section 03 gt
Section 3Uploading your products and getting ready to sell
Complete your settings in the CMS
Set up your storefront page and account settings (eg contact details bank details delivery settings) Find out how to add account settings
Upload your products
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Find out how to upload a product or read our tips below
Preview and test your product pages
Make sure your products look great and your pages work properly using our preview site Check for spelling errors and ensure you have all the essential details for each product including measurements in centimetres Find out how to use our preview site
Request activation
Our team will check your pages thoroughly to make sure your products and storefront are optimised for sales Send your pages to them when yoursquore ready to go live ndash find out how here
Read our feedback and amend your pages
Once theyrsquove checked your pages our team will send over their expert tailored advice and guidance to help you optimise your pages Make sure you read their feedback make any amendments and reply to let them know yoursquove completed the changes
Time to go live
The team will check through your pages again and set you live when your products are looking great Yoursquoll get an email confirming that yoursquore live with a link to your storefront page so that you can start sharing the exciting news
Here are five simple steps to getting your storefront and products live on notonthehighstreetcom Wersquove also added some helpful tips to help you along the way
1
2
3
4
5
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Ambition
Whatrsquos your ambition It can mean different things to different people ndash for some itrsquos a financial or lifestyle goal such as being able to support yourself and your family paying off your mortgage or buying a new car For others it can be more about your business like becoming a household name or building your business for eventual sale Whatever form it takes itrsquos ambition that drives Partners to succeed Our most successful Partners believe in their businesses and work hard to set their plans into action
Section 02
lt Back to section 01 lt Home On to section 03 gt
Section 3Uploading your products and getting ready to sell
Complete your settings in the CMS
Set up your storefront page and account settings (eg contact details bank details delivery settings) Find out how to add account settings
Upload your products
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Find out how to upload a product or read our tips below
Preview and test your product pages
Make sure your products look great and your pages work properly using our preview site Check for spelling errors and ensure you have all the essential details for each product including measurements in centimetres Find out how to use our preview site
Request activation
Our team will check your pages thoroughly to make sure your products and storefront are optimised for sales Send your pages to them when yoursquore ready to go live ndash find out how here
Read our feedback and amend your pages
Once theyrsquove checked your pages our team will send over their expert tailored advice and guidance to help you optimise your pages Make sure you read their feedback make any amendments and reply to let them know yoursquove completed the changes
Time to go live
The team will check through your pages again and set you live when your products are looking great Yoursquoll get an email confirming that yoursquore live with a link to your storefront page so that you can start sharing the exciting news
Here are five simple steps to getting your storefront and products live on notonthehighstreetcom Wersquove also added some helpful tips to help you along the way
1
2
3
4
5
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 3Uploading your products and getting ready to sell
Complete your settings in the CMS
Set up your storefront page and account settings (eg contact details bank details delivery settings) Find out how to add account settings
Upload your products
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Find out how to upload a product or read our tips below
Preview and test your product pages
Make sure your products look great and your pages work properly using our preview site Check for spelling errors and ensure you have all the essential details for each product including measurements in centimetres Find out how to use our preview site
Request activation
Our team will check your pages thoroughly to make sure your products and storefront are optimised for sales Send your pages to them when yoursquore ready to go live ndash find out how here
Read our feedback and amend your pages
Once theyrsquove checked your pages our team will send over their expert tailored advice and guidance to help you optimise your pages Make sure you read their feedback make any amendments and reply to let them know yoursquove completed the changes
Time to go live
The team will check through your pages again and set you live when your products are looking great Yoursquoll get an email confirming that yoursquore live with a link to your storefront page so that you can start sharing the exciting news
Here are five simple steps to getting your storefront and products live on notonthehighstreetcom Wersquove also added some helpful tips to help you along the way
1
2
3
4
5
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
QUICK TIP
Wersquove got some tried-and-tested guidelines to help you appeal to as many customers as possible which will help you to increase your sales from day one
Keep the customer in mind
Whether yoursquore writing product descriptions finding key search terms or setting up delivery options remember who your customer is and what information theyrsquoll need in order to purchase from you
bull Information Have you included all the essential details in your product informationbull Clarity Will someone who has never seen your product before understand how big or small it isbull Searchability What will customers type into Google to find products like yoursbull Delivery Can customers get their order quickly whether for free or for an additional cost
Find out more about your notonthehighstreetcom customer
Be clear about your brand as well as the products and services you offer
In its simplest sense a brand is a set of promises that exist in the mind of the customer ndash what they should expect in terms of product service and style when they deal with your business The clearer you are the more connected your customers will feel The strength of your brand should be reflected in your logo images brand name and written content
bull Are the high standards of your product design reflected in your logo designbull Have you written clearly about each product individuallybull Can you show (in words or images) how different products in your brand fit together and can be bought together
Section 03
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
List different colours sizes patterns and variations on the same page
We recommend uploading as many products as possible for your launch ideally a minimum of 10 Make sure your customersrsquo browsing experience is a good one by listing products with colour variations on the same page with images of each colour clearly visible and a functional drop-down menu so the customer can make their choice This makes it easier for customers to see what they can choose from and keeps the ordering process simple Use clear professional square images
Great photography is crucial to online selling so make sure your images are doing your products justice The product should be clearly visible within a square ndash all product pages use square images for consistency ndash and should take up around 80 of the frame so that it commands attention Use well-balanced light simple and relevant props and clear bright backgrounds for optimum product presentation View our photography guide
Section 03
lt Home On to section 04 gtlt Back to section 02
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 4Getting support
There are many ways you can get hold of information to help and support your business development at notonthehighstreetcom
CMS support sectionOur support section on the CMS contains all sorts of helpful information ndash click here to access our support section and here to take a look at where to get help
Partner forum and resourcesOnce yoursquore live on the site our community team will be in touch with an invitation to join the Partner forum This is where you can talk to other Partners swap tips and advice as well as utilise the numerous resources videos and guides available We also run e-courses on relevant topics such as product development and improving your storefront all of which can be accessed from this forum If you canrsquot wait to get started you can also set up your account here
Support enquiries
If you canrsquot find the answer yoursquore looking for elsewhere you can also use the support enquiry function on the CMS This is a way of contacting us directly and if you get in touch someone will respond to you soon ndash usually within 24-72 hours (excluding bank holidays and weekends)
Get social
Wersquove created a Twitter account specially for Partners so tune in for bite-sized updates and posts from the Partner Community team ndash follow usYou can also like us on Instagram to get a look behind the scenes Finally follow our Pinterest boards for a little visual inspiration around the seasonal themes and trends wersquove highlighted
Please make sure you read our social media guide before connecting with us or your customers through any social channel
1
2
3
4
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Wersquore always on the look-out for the next big thing or the perfect gift to promote If yoursquove created a new product that you think has the potential to become a bestseller let us know by emailing newideasnotonthehighstreetcom
QUICK TIP
Keep an eye out for the newsletters and updates that we send each month which are designed to help you make the most of our partnership Make sure communitynotonthehighstreetcom is added to your safe email address list too ndash itrsquoll stop any important messages dropping into your spam folder by accident
Section 04
lt Home On to section 05 gtlt Back to section 03
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 5Accepting and managing orders
Effective and efficient order management is crucial to the success of your business as itrsquos your best opportunity to turn a shopper into a valuable repeat customer
Managing your orders in the right way will help you to keep the customer informed of an orderrsquos progress as well as make day-to-day admin run more smoothly
AN INTRODUCTION TO ORDER MANAGEMENT
RECEIVED AN ORDERLog in and check the CMS daily for orders and enquiries Wersquoll also send you email
notifications although you shouldnrsquot rely on these ndash especially at busy times
CHECK ORDER DETAILSDo you have all the information you need Can you fulfil the order
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
ACCEPT ORDER
TIME TO GET CREATIVE
MANAGE EXPECTATIONS
DECLINE ORDER
Set an estimated date for dispatch The customer will get an email
letting them know yoursquove accepted the order that payment has been
taken and when they can expect the order to be dispatched
Make finish and fulfil the order
Add a realistic achievable dispatch date in line with your lead time estimates Apologise to your customer if the dispatch date is
different to the information on your product page
You need to accept or decline the order within three days so that the customer is kept up to date If the item is out of stock update your
stock status on the product page to show this
If yoursquore declining the order give a clear reason
Declining a customerrsquos order will trigger an email to them letting them know the order has been declined and no payment has
been taken The customer will see your reason for declining
Add an optional message here
Section 05
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
UPDATE YOUR CUSTOMER
SEND PROOFS (IF REQUIRED)
You can update the estimated dispatch date at any time Do this as soon as you can if you anticipate any delays When you change the date
in the CMS the customer will be sent a message automatically Make sure you apologise for any inconvenience and explain that yoursquoll get the order
to them as quickly as possible
If necessary send proofs for the customer to confirm they are happy with the personalisation or design
If you need to confirm delivery details do so now
BEFORE YOU ACCEPT AN ORDER
WHEN YOUrsquoRE DISPATCHINGTHE ORDER
PLEASE NOTE The customer has the right to cancel the order if delivery is not made within the stated timeframe
CHECKLIST
Make sure you can fulfil it within the timescales advertised on your product page
Double-check delivery details confirming with the customer if anything isnrsquot clear
Make sure you know when yoursquoll be dispatching the order
Donrsquot include any materials that state your own website or email address
Include the dispatch note (or gift note for gifts going directly to a recipient)
PACKAGE AND DISPATCH
Package the order carefully including the dispatch note printed from the
Section 05
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
FINALLY A QUICK SUMMARY OF THE
EMAILS THE CUSTOMER WILL RECEIVE ABOUT
THEIR ORDER
Remember not to include anything that shows your own website email
address or other contact details ndash all contact information should
direct the customer back to you via notonthehighstreetcom
Add gift wrap useful information and any little extras
We monitor Partnersrsquo order management to encourage efficient service and an excellent customer experience Click here to find out
more detail
An order information email sent when they check out
An order confirmation email sent when you accept the order that includes your estimated dispatch date
A dispatch email sent when you click lsquodispatchrsquo in the CMS that includes your estimated delivery date
Any notifications of order enquiries you send via the CMS
EXTRAS
MARK AS DISPATCHED ON THE CMS
Once the order is safely in the post mark it as dispatched in the CMS with an estimated arrival date This lets the
customer know that the order is on its way
Provide secure packaging and include a little something to create customer delight
Remember to click lsquodispatchrsquo in the CMS to let the customer know their order is on its way
CMS You can print it directly onto our twin label dispatch sheets which are available in the Partner shop If the order is a gift print the gift note
instead and include that
Section 05
lt Home On to section 06 gtlt Back to section 04
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 6Terms and conditions and complying with policy
The terms and conditions you agreed to when you became a Partner play an important role in the continued success of notonthehighstreetcom as well as the broader community of Partners we support As a marketplace we rely on the quality product customer service and compliance of all of our Partners to ensure that anyone visiting notonthehighstreetcom has an exceptional experience every time
A poor shopping experience reduces the likelihood that a customer will return to notonthehighstreetcom to buy from you or another Partner in the future
You can access our terms and conditions at any time by clicking here
COMPLYING WITH POLICYIn addition to complying with all seller terms and conditions we want to draw your attention to our policy around how you manage your orders and how you dispatch them to your customers These are the standards that we ask all Partners to hold themselves to so that customers always have an excellent and consistent experience
MANAGING YOUR ORDERS
Processing orders
bull Check the CMS for orders daily and accept within 24 hours if you canbull Enter expected delivery dates in the CMS and remember to mark orders as dispatchedbull Ensure you deliver so the order reaches your customer within stated lead times
Declining orders
bull Ideally you shouldnrsquot have to decline orders at all ndash strive for a 0 decline ratebull If you have no other option give a reason (remember your customer can see this)bull Mark the item as out of stock if itrsquos still showing as available on the site
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Dispatching orders
bull Send all orders with the relevant co-branded dispatch notebull Use good quality neatly applied packaging ndash cost-effective packaging is available through our packaging shop on the CMSbull You can include materials with your notonthehighstreetcom storefront website address on but please donrsquot include alternative contact or website detailsbull Sales promotions mustnrsquot be included unless they are redeemable through our site
STOCK CONTROL
bull Mark out of stock items on the site as soon as possible and remember to update the CMS with stock status according to these guidelines
CUSTOMER SERVICEOrder enquiries and lsquoask seller a questionrsquo
All communications with the customer should be made through the CMS So we can protect you we need to keep a record of all conversations
bull Respond to any enquiries within 24 hours (and no later than two working days)bull Make sure your communication is always professional accurate and helpfulbull Mark completed order enquiries as resolved on the CMSbull Donrsquot include alternative contact details website or email addresses third party contact details promotions not available through our site or offensive or inaccurate content
NEW STOCK STATUS
Available in one to four weeks
Available in four weeks or over
Discontinued or no longer available
ACTION
Mark as out of stock and enter back in stock date though CMS
Suspend from the site until availability is in under four weeks then follow guideline above
Mark as discontinued or delete from the CMS
Section 06
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
If something goes wrong
Whatever the reason itrsquos still your responsibility to keep the customer informed about their order respond to any queries and ensure their orders reach them when they expect them to
Stay in touch
If at any point yoursquore unclear about whatrsquos expected of you as a Partner or are unable to maintain the Services Standards as outlined in the Seller Terms and Conditions please get in touch and wersquoll be happy to assist in finding a solution
To see the full complying with policy document click here
Section 06
lt Home On to section 07 gtlt Back to section 05
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 7Our Community
Yoursquore in excellent company ndash we support over 5000 of the best creative small businesses Therersquos a wealth of advice support and stories to be shared within your Partner community Visit the forum to connect with other Partners or follow us on Twitter Instagram and Pinterest
Partner events
Every year we host our annual Make Do amp Meet event which is open to all Partners This is an opportunity to meet fellow Partners and the notonthehighstreetcom team get advice speak to B2B experts and service providers - and to be inspired by talks and seminars all aimed at small creative businesses like yours Watch videos from past events
We also host Make Do amp Meet On The Move ndash a series of smaller regional events in a city near you where you can benefit from hearing our in-house experts as well as meeting Partners who are local to you
The Make Awards
Our annual Partner awards recognise the achievements and success from within the Partner community There are both business and individual product categories and
include awards for gifts and handmade products start-up success and storefront presentation and community activity
As a member of the notonthehighstreetcom community yoursquoll have the opportunity to enter your business and products in the Make Awards next time they come around See some of our past winners and find out more
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 07
lt Home On to section 08 gtlt Back to section 06
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 8Meet your customers
Understanding your notonthehighstreetcom customer will be crucial to helping you to establish your range and product offering on our site Here are some examples of the types of customer who shop with notonthehighstreetcom Find out more about your notonthehighstreetcom customer
MAINSTREAM PRAGMATISTS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
These people shop every day and enjoy doing so especially
when buying something specialTheyrsquore up-to-date but donrsquot obsess about shopping - they
want to get on and get it done Theyrsquoll weigh up product attributes and price to get the best overall value for whatever
theyrsquore buying
MAINSTREAM PRAGMATISTS LIKEhellip
SAVVY STEVE AND SARAH
AS MUCH DETAIL AS POSSIBLE ON PRODUCTS BEFORE THEY MAKE A DECISION TO BUY
BEING CLEARLY SHOWN QUALITY ESPECIALLY WHERE IT JUSTIFIES A HIGHER PRICE-TAG
CLEAR AND VARIED DELIVERY OPTIONS
CONVENIENT ADDITIONS TO THEIR PURCHASE FOR EXAMPLE
GIFT WRAP EARRINGS TO MATCH A NECKLACE
OR AN ACCOMPANYING CARD
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
DISCERNING STYLE LEADERS
MA
KE D
O amp
MEET 2
015
CU
STO
MER Z
ON
E
Think style-assured affl uent aspirational women for whom
quality and uniqueness is important Big gifters with an assured sense
of style - they know how to create a look themselves and often give advice on how to style something
DISCERNING STYLE LEADERS LIKEhellip
CHIC CHARLOTTE
GIFTS THAT LET THEM SHOW OFF THEIR
THOUGHTFUL AND CREATIVE GIFTING SIDE
QUALITY - HIGH-END AND RESPONSIBLY
SOURCED MATERIALS
THE NEWEST MOST UNIQUE
PRODUCTS
Section 08
lt Homelt Back to section 07 On to to section 09 gt
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Section 9What to expect next
Any other Partner will tell you ndash receiving your first customer order after going live on our site is incredibly exciting Your first order should be the start of many more to come
Some Partners start selling within days and for others it can take a bit longer to get off the ground However with the right products great customer service drive from you as well as ongoing support from us therersquos no reason why your business shouldnrsquot become your very own success story
FIVE RULES TO LIVE BY
Keep your storefront up to dateWhether itrsquos colour options stock levels or your own bank account details think of the CMS as your businessrsquos control panel If everything in there is correct clear and up-to-date yoursquoll get fewer questions from customers And always manage all your orders through it ndash at every stage ndash so customers always know the status of their orders
Always remember your customerOnline retail is competitive ndash and will only become more so You should always strive to offer the best possible service through your products how you interact with customers and your delivery offering Use our guides to find out more about the kind of people who shop on our site ndash if you start thinking of them just as order numbers you can quickly forget that theyrsquore people
Jump at everythingYoursquoll be offered lots of opportunities to get your products included in our marketing activity and you should grab each one with both hands every time We canrsquot ever promise that your product will be chosen for our catalogues emails or ads but we do carefully consider every submission that comes our way and we do notice when Partners show enthusiasm time and time again
1
2
3
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home
Talk to usOur team is there to support you so make use of them whenever you need to You can also meet us face-to-face at one of our events Whatever it is wersquove probably heard it before so wersquore always happy to listen and talk something through
Refresh revise reinventProgress doesnrsquot stand still and neither should you Having a great product range up and running is great but you should always have an eye on the next thing Constantly review your sales and tweak options where you think sales gains could be made ndash new colours different wording different personalisation options Develop entirely new products too to keep your entire range fresh ndash our product development worksheets are handy if you need some structure otherwise just let your imagination run wild and get inventing
4
5
Section 09
lt Home raquolt Back to section 08 lt Home