Vendor FAQs

Welcome to the Living Earth Vendor Help Center!

Below are answers to common questions about selling on our marketplace.

You may also want to watch our video series on how this all works 🙂 Just note that we’re still making improvements to the store so some minor things might look or work differently.

How do I become a vendor?

To start selling:

• Register on our Vendor Signup Page.
• Set up your store by adding product details, pricing, shipping info and images.
• Start selling! Once approved, your products will be live on the marketplace.

What can I sell on the Living Earth Marketplace?

We focus on organic, sustainable, and locally produced goods. Categories include:

• Natural & Organic Food & Beverages
• Energy & Water Solutions, Electric Bikes & Farm Implements
• Natural Health & Beauty
• Eco-friendly Household Items
• Handcrafted & Artisan Products
• Tools and materials for organic gardening, permaculture and agroforestry
• Locally made cloting, Jewellery, Pottery etc.

In short…have a look through the products already on the marketplace…and you’ll get an idea 🙂

All products must align with our sustainability principles.

How are orders processed?

• Customers place an order on the marketplace.
• You receive an order notification via email and your vendor dashboard.
• Pack and ship the item within the agreed timeframe.
• Mark the order as “Shipped” in your dashboard.
• The customer receives the product and can leave a review.

How do I get paid?

• Payments are processed securely through EFT. Once you made your first sale on the Marketplace we will contact you for your bank details.
• Funds are released after order completion.
• Payouts are made every Monday.

Who handles shipping?

• Vendors are responsible for packing and shipping their products.
• You can set your own shipping rates or offer free shipping.
• Customers will see estimated delivery times at checkout.

Can I set my own prices?

Yes! You have full control over your product pricing. However, we encourage fair pricing in line with market demand and sustainable trade principles.

How does Invoicing work?

Who must issue the invoice for a sale?

• Vendors must issue the invoice directly to the customer.
• The Marketplace does not buy the product from the vendor and then sell it to the customer. Vendors remain the direct seller. The Marketplace only provides a safe space to trade, much like a Sunday market or village market, but online.

Why is this important?

• It keeps the sale relationship clear and honest.
• It ensures vendors remain the legal seller of their own products.
• It supports small and organic producers to stay in control of their own business.
• It keeps things simple for tax, records, and accounting.

How does the money flow if the customer pays through the Marketplace?

• The customer pays into the Living Earth account for convenience.
• This allows the customer to pay for one order containing products from different vendors.
• Living Earth holds the funds safely, similar to an escrow or a lawyer’s trust account.
• Payments to vendors are made weekly on Mondays.

This system avoids delays for customers, supports fast checkout, and removes the stress of setting up payment gateways for every vendor.

Do vendors still need to send the customer an invoice if payment went through Living Earth?

• Yes. The invoice is part of the vendor’s responsibility as the seller. It confirms the sale, shows professionalism, and helps customers with record-keeping.

What information must vendors include on the invoice?

• Title: Tax Invoice
• Vendor name and contact details
• Customer name
• Description of the product
• Quantity and price
• VAT only if you are VAT registered.
• Total amount
• Date
• Any delivery or collection details

This can be handwritten, printed, or created using an accounting system. Keep it as simple as possible so that anyone can follow it.

Does Living Earth issue invoices on behalf of vendors?

• No. Living Earth does not get in between the vendor and the customer in terms of the actual sale. We only help with payments and the smooth running of the marketplace.

Why does Living Earth handle payments then?

• So that customers can place one order and one payment for goods from multiple vendors.
• To make online shopping easier for Namibians who are new to e-commerce.
• To help small producers join the market without needing their own payment gateway.
• To pool payments so that vendors receive fewer but larger settlements, saving bank charges.
• To build trust, especially for first-time buyers.

What happens if a customer needs proof of payment?

• The customer can use their order/payment confirmation from the website as proof of payment.
• The vendor’s invoice is the proof of sale.

Together these form a complete record.

What happens if a customer requests a return?

• Customers request returns through the platform.
• If eligible, you will be responsible for approving and processing the return.
• Vendors must clearly state their return policy on their profile and/or product pages.
• Living Earth may assist in disputes if needed.

How do I contact support?

If you need help, reach out via our contact form or Whatsapp our office at +264 81 714 5923.

Can I sell products on backorder?

Yes you can! Simply indicate on the product that it is available on backorder as per the picture below:

How to take good product photos on a budget!

Quick & Helpful Tips for Smartphone Product Photography

• Use Good, Soft Lighting – Avoid harsh flash — instead, shoot near a window or outdoors during the day. Natural or diffused light helps reduce shadows and grainy textures.
• Stabilize Your Phone. Use a small tripod or steady surface to prevent blurry shots from a shaky hand. Even the 2-second timer helps when holding the phone still.
• Frame with Purpose. Enable the grid or rule-of-thirds overlay in your camera settings—it helps you compose well-balanced shots.
• Skip Digital Zoom. Digital zoom lowers photo quality. Instead, move your phone closer or crop later in editing.
• Try Multiple Angles. Shoot your product from above, at a slight angle, and at eye-level. More perspectives help customers understand the item better.
• Use Portrait Mode When Possible. When there’s enough light, portrait mode can create a nice soft background (bokeh effect) and draw attention to your product.
• Clean the Lens. Before shooting, wipe your lens gently with a microfiber cloth to remove dust or fingerprints. Even a minor smudge can impact clarity.
• Adjust Focus & Exposure. Tap your screen where the product is—this locks focus and optimizes lighting. Avoid underexposed or overexposed areas.

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Watch & Learn:

Check out this quick and helpful video:

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We believe applying just a few of these tips will significantly improve your product images and help your items stand out.

For more info or feedback on a test photo—just let us know, we’d be happy to assist.

Digital Downloads

Can I sell digital files on the Living Earth Marketplace?

Vendors can upload eBooks, guides, videos, music, artwork, or other downloadable content.

How do I set up a downloadable product?

• Go to your Vendor Dashboard → Products → Add New
• Tick both Virtual (no shipping) and Downloadable
• A new section called Downloadable Files will appear
• Click Add File, upload your file, and give it a name
• Set optional Download Limit and Expiry Date
• Click Publish

What file types can I upload?

Most common formats are supported, such as PDF, ZIP, MP3, MP4, JPG, PNG, and DOCX. If your file type is not accepted, zip it first before uploading.

Where are my files stored?

All digital files are stored securely on the Living Earth Marketplace server. Customers only receive an encrypted download link — your original file remains private.

How many times can a customer download the file?

You can set a limit (e.g. 3 downloads) or leave it blank for unlimited access. You can also set an expiry period (e.g. 30 days).

How do I replace or update a file?

Edit your product, scroll to Downloadable Files, remove the old file, and upload the new version. Customers who already bought the product will automatically receive the updated file.

Can I combine digital and physical products?

Yes, you can. Just don’t tick “Virtual” if you want shipping to still apply (for example, a printed book plus a downloadable PDF).

Helpfile and detailed guide

How to Add a Downloadable Product (WCFM Official Guide)

WooCommerce – Handling Digital Downloadable Products

Thank you for being part of the Living Earth Marketplace. We’re excited to see your products!