FAQ
Faulty Products
How can we help if you feel a Product is Faulty upon delivery or up to 2 years thereafter?
As an online wholesaler we do not have physical retail stores where you can return your faulty products. As such, it is important that you provide our team with as much information as possible (including photos and/or videos) to ensure your product fault can be diagnosed promptly, and so that we can resolve your issue. The following steps explain the process for returning a faulty product:
Help, my product is Faulty?
Faulty Products
If you are experiencing issues with your product, please refer to our FAQ first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, you can also contact the Vendor.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to the Vendor within 3 days of receiving the product.
Failure to do so may result in your claim being denied.
How to Make a Claim?
To lodge a claim: Simply contact the Support team through your account dashboard or email a detailed description of the fault.
To assist in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
All claims are reviewed and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
If it is determined via troubleshooting that your product may be faulty, you will be provided with instructions to have the product returned to the brand's service centre for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
For larger items, an on-site assessment may be arranged through the brand's manufacturer or in-house service centre.
Once the product has been received or assessed on-site, technicians will assess it and determine how to best resolve the issue.
Customers FAQ
Help topics for Customers
How do we benefit Customers?
How does it work?
How do we benefit Customers?
How does it work?
We provide a single credit application to access thousands of suppliers all on one portal.
Create purchase orders from multiple suppliers in a single “order".
Be invoiced as one “account".
Operate as you usually do with the same Terms and pricing, just more efficiently.
Shop across 1000's of suppliers for the best price, instantly - with no application, or paperwork, and get next day delivery.
HorecaMarket.Global is free for Business Customers to use.
Use our integrated finance solutions to manage your cashflow.
Use our Buy Now Pay Later (B.N.P.L) options to spread any payment over 6 months.
Buy Equipment, Vehicles, Fit Outs, pay the ATO using our Line of Credit partner options.
What is an order?
We consider your confirmation to Purchase, as an "Order". However, we will Confirm your order after payment has been received, or as per the Credit Terms applicable to your HorecaMarket.Global account.
How do I subscribe to your newsletter?
Click the red button located under ‘Newsletter’ on the bottom left hand side of the home page. You can unsubscribe at any time in the future.
How do I reset my password ?
To reset your password simply click 'Login' on the top right hand corner of this page. Then click on “Forgot Password?” under “I am a returning customer”.
Enter your email address and click send.
You will receive an email with a link in it (please note: this email may take some time to reach you and could appear in your spam / junk folder). Click on the link in the email and you will be prompted to enter a new password.
How do I register an account?
Click on Login, which can be found on the top right-hand corner of your screen. Enter your email address under 'I am a new customer' and click on 'Next'. Please complete all fields marked with an asterisk *. As stated in our privacy policy, we do not forward your personal data to third parties. Once you have completed the registration, you will receive a confirmation email. We suggest that you check the information in this email carefully, making sure it is correct. To confirm your registration click on the link provided in the email. Once your registration has been compleated, you can login and start Selling or Purchasing. If the address you want your order delivered to is not the same as your billing address, please also provide your delivery address. If not, your order will be sent to your billing address.
Do you offer express delivery?
As HorecaMarket.Global is a Vendor - Drop Ship model, we cannot offer Express Shipping on all products.
However, it may be offered by Specific Vendors on Specific products.
Certifications Required
Certifications Required
In order to sell on the HorecaMarket.Global platform, you may be required to submit your relevant certifications in material handling and relevant insurances.
What is HACCP Certification?
What is HACCP Certification?
HACCP certification
HACCP certification instantly demonstrates to customers your commitment to producing or trading in safe food. This evidence-based approach can be particularly beneficial when you are subject to inspection by regulatory authorities or stakeholders.
Demonstrating a real commitment to food safety through HACCP compliance can also transform your brand and act as an effective entry-to-market tool, opening up new business opportunities around the world.
Our global network of food experts carries out HACCP audits and helps you focus on the hazards that affect food safety and hygiene. It is then possible to systematically identify where the hazards are by setting up control limits at critical points during the food production process.
HACCP certification is an international standard defining the requirements for effective control of food safety. It is built around seven principles:
Conduct Hazard Analysis of biological, chemical or physical food hazards.
Determine critical control points.
Establish critical control limits, for example, minimum cooking temperature and time.
Establish a system to monitor control of Critical Control Points.
Establish corrective actions.
Establish procedure for verification to confirm that the HACCP system is working effectively.
Establish documentation and record keeping.
Work with us to achieve HACCP compliance and meet the expectations of a changing world.
https://haccp.com.au/about-us/
How does the platform work?
Features for Wholesalers
Automate and grow your wholesale business
As a wholesaler/distributor, what are the 10 main benefits of using HorecaMarket.Global?
Here are our Top 10:
Access an enormous market of like-minded users – the Hospitality vertical in Australia alone is made up of 81,000+ Customers. By using HorecaMarket.Global you won't need to find them anymore, they can find you in an instant.
Reduced onboarding Costs – typically once you have found a Customer, you will then need to get them to “sign up”, meaning a lengthy process involving, account applications, directors guarantees, Credit Checks, PPSR registrations, credit reference checking, credit file checks and custom pricing considerations. All before you make your first sale. It is estimated that this costs most wholesalers $1,000+ to onboard a single site.
We immediately do away with this cost.
Customers need to fill in an application form only once to join. One application form on HorecaMarket.Global = access to 1000s of Vendor and their products.
We’re sure your sales reps will love our innovative approach.
Catalogue Digitisation - Catalogue Digitisation - generally most wholesalers have a PDF catalogue which they can circulate, with separate Excel pricing if you are lucky. Each year the wholesalers who handle “Wine” need to rewrite their product offering and circulate it to up to thousands of Customers. This exercise, can now be carried out instantly and constantly for ZERO cost using HorecaMarket.Global.
Instant Credit Management and Data Access – given our unique method of managing “Credit as a Cooperative” we aim to have a view of the Customers as a whole and share to the required degree the Analytics of the customers capabilities to actually take on more credit
There is nothing worse than onboarding a new Customer only to find after 30-60 days that they cannot afford the credit allowance they have been afforded. Our aim is to circumvent this, by using live access to POS, Cloud Accounting and large scale sales analytics to make informed decisions.
Single Credit Check – every year Wholesalers pay Credit Management companies like illion, Equifax and CreditorWatch $300 per company search / credit score report, companies with 5000 B2B customers typically should do an updated credit check per annum if not quarterly, at a cost of $1m - $4m. HorecaMarket.Global can save this cost entirely by doing the check once only and combining the data thereafter with Live sales, payments and Cloud accounting data. Allowing us to accurately predict the current capability of the Customers.
No upfront platform or Cloud development costs – no need to fork out large sums of money for a custom built solutions. We will have you up and running in hours PLUS you benefit from all ongoing enhancements to the product at no extra cost
Reduced sales & administration costs – all orders are placed by customers allowing you to shift the focus of sales & admin to business generating activities.
Improved cash flow – automatic payment via credit card or direct debit means you get your cash faster.
Reduced bad debts – Payment type is required when Customers join HorecaMarket.Global -meaning not only are you getting cash fast but spending less time chasing it.
Tailored communications & promotions – By creating a personalised digital relationship you can get your marketing campaigns directly in the hands of the customer, resulting in increased sales and average order values.
What types of businesses use HorecaMarket.Global?
HorecaMarket.Global is designed for wholesalers & distributors whose customers order on a regular basis. Wholesalers & distributors customers can place orders on their mobile devices and desktop, eliminating the need for you to take orders in person, over the phone, or email.
HorecaMarket.Global is adaptable for any size business - meaning it can be used as a complete solution with ordering, pick & pack all the way through to delivery or alternatively integrated with your current systems and processes.
What training & support is available for HorecaMarket.Global?
On top of the initial face to face/Video conference /over the phone training to get you up and running you’ll also have access to user guides providing step-by-step instructions on how to use our HorecaMarket.Global solution.
You will also have access to ongoing support via email and instant chat.
Please feel free to contact us, should you require any further assistance.
From all of us at HorecaMarket.Global, we thank you for your support and wish you Happy Trading!
Do I need to install anything to use HorecaMarket.Global?
No. As HorecaMarket.Global is a cloud-based ‘Platform As A Service’ (PaaS) all you need is an internet connection. This also means you can manage ordering and payment anywhere in the world.
Can I customise pricing and/or product groups for my customers with HorecaMarket.Global?
Yes. We’re aware that in the wholesaler & distribution industries that not all customers pay the same prices or have the same deal structures.
HorecaMarket.Global is customisable at a group level right down to an individual customer, you can customise pricing, product visibility, even freight calculators.
Can I add my own brand to HorecaMarket.Global?
HorecaMarket.Global can be tailored to your brand. By uploading your logo and own images, your customers will enjoy a seamless branded ordering & payment experience. Each Vendor has their own Vendor Home page, with the Vendors full details available on that page.
Our approach is not to interfere with your Customer / Vendor relationship, we only want to enhance, not disenfranchise it.
3PL Shipping & Warehouse Operators
How to keep all parties informed, whether they are external or internal warehouse Team members.
Does the Platform generate 3PL Pick slips?
Generate Pick Slips
Export/print pick and delivery slips to eliminate manual data entry.
Each 3PL user (or your own warehouse team member) can have free access to the HorecaMarket.Global back end - allowing them to access order data, print pick slips and update orders for dispatch, make notes on orders, and update partially shipped orders. As well as enter tracking IDs for all courier parcels.
At all times this allows your Customers to be fully informed of the order status and any relevant updates.
How does the Shipment Dashboard work?
The warehouse operator can select the shipments which involve your company and also select the Warehouse location (allowing you to handle sales countrywide).
They can see all orders status by Date, Location (Country/State), Warehouse, Specific Tracking ID, Current status of Loaded /Not Loaded.
They can set an order as Shipped, on Route, or Delivered, allowing for the relevant KPIs to populate automatically on your Dashboards.
Customer Communications are empowered < CHX from these actions as the Customer is automatically alerted to any changes/updates when they are made in the HorecaMarket.Global platform.
Wholesale prices
Ensure you have access to the correct prices
How do I see my Custom pricing from my Wholesaler?
We different prices to different customers - when logged in, you will see your negotiated price, if you have negotiated a Discount, it will automatically be reflected in the price displayed to you.
The one exception is if you have been provided with a Voucher code to use in accessing a Discount then you will only see the discounted price after you load the discount voucher code in the shopping cart section of the site. If you purchase and do NOT use the code, the standard price will be applied and cannot be reversed.
Do I need an ABN to purchase ?
To buy through the HorecaMarket.Global platform you are required (as a minimum) to be a current ABN (Australian Business Number) holder.
Typically (not always) this means you will be required to be GST (Goods and Services Tax) registered.
Accordingly - the platform will only display prices Ex GST, if you are registered for GST, the GST will be added to the sales price on the invoice.
Vendor Payouts
How do we pay you?
If my Customer pays by Credit Card when do I receive the funds?
Cleared funds are settled on a daily basis to your Bank Account
If my Customer pays by Direct Debit/Direct Credit, when do I get paid?
Cleared funds are settled on a daily basis to your Bank Account.
How do you handle my funds?
All funds passing through the HorecaMarket.Global platform which are funds to be paid to Vendors are initially deposited into the Company's Trust Account, held with ANZ Bank.
All funds in that account remain in a completely separate account from the funds used to operate the platform.
If $100 is deposited from a sale paid to HorecaMarket.Global then $100 is paid to the Vendor once the funds clear (usually 24 hours).
Fees associated with payment by Vendors:
Subscriptions Services are billed separately on the 1st of the month and paid by the wholesaler on a Subscription invoice.
Sales Service - Commissions (our charge for selling on the platform) are billed separately at the end of the month and paid by the wholesaler on a Service invoice.
Costs to use the platform
How much do we charge Customers to use the platform?
HorecaMarket.Global is free to us, for Customers for all standard order services.
Customers pay a surcharge to use payment services, such as Visa, MasterCard, Amex and ZipTrade+ - all of which cost the same - set at a blended 1.95% plus GST
Does it cost anything to access the platform?
HoReCaMarket.Global is a Cooperative model, accordingly we operate on the premise that if we fix your problems, manage your challenges, and help you make more purchases more easily, at better market prices, then we all make more money.
There is NO addational COST to use HoReCaMarket.Global for Customers.
So, in short, the only thing we ask you to pay for outside of the standard offering is:
- Pro Analytics
We feel, this is reasonable given our solution will still be at 50% cost of the nearest competitor, therefore saving you 50% of your current costs.
This is our genuine intent. We always welcome your feedback if you feel this is not your experience on our platform.
Group Pricing & Rebates
How does HorecaMarket.Global handle this complexity?
If I am ordering for my Group will I see my Groups' pricing?
In Short, YES.
However, this depends on whether or not YOU (as a user of the platform) have been provided access to view such pricing levels.
Group-wide prices are loaded by Vendors, not the Group or their associated Venues/Sites.
Once loaded they will automatically be applied.
Head Office Rebates operate in the same way. However, HQ Rebate management workflows will not be available until 2022.
Credit Management
Learn How HorecaMarket.Global manages credit
How does our Credit Manage approach differ from yours?
How does our Credit Manage approach differ from yours?
Typically a Credit Department will be required to have the sales team provide them with:
- Credit Account Application
- Directors Guarantee
- PPSR registration agreements
- Trade References
Whereupon the back office team will then process the application by;
- doing an ASIC company search
- Validating the ABR - that ABN provided is GST registered and “current”
- Performing a Company “Credit” search, to check any Court or Creditor violations (Current & Historical
- Consider the relationship between Directors and other related entities, and their current status.
- Assess the requested Credit Limit (most often with no historical data on which to base their decision)
In using the HorecaMarket.Global platform, you do not have to do this anymore.
Credit is assessed as a Cooperative – what do we mean by this?
HorecaMarket.Global manages Credit centrally and takes all responsibility - so you no longer need to.
If you have signed up to use our SIF (Single Invoice Financing) solution, HorecaMarket.Global will pay you within 48 hours. The invoice has been sold for payment to our Financing Partner, who are responsible for all the necessary checks and validations.
Given the Financing Partner has purchased the debt, you as a Vendor have NO Recourse if the Customer now fails to pay the Financing Partner.
This is the simplest way to manage Credit in a modern Covid-19 risk environment.
What is PPSR ?
What is a PPSR Search?
A PPSR Search is a search of the PPS Register (PPSR) for "security interests" against a business entity, or individual. Sourcing credit information helps to assess the level of financial risk.
Why do I need to do PPS Searches?
There are many reasons:
The PPS Register holds the details of security interests. Searching the register can provide information about the security interest, which can help influence business decisions.
This information includes the Secured Party Group details, Grantor details and other relevant information about the type of property, or line of credit, recorded on the PPS Register.
Certain assets, such as Motor Vehicles, may have a security interest registered against them. It is important to be aware of this security interest before purchasing these types of assets.
When deciding whether to offer, or extend, commercial credit to a customer, a search of the register can reveal important information about the customer’s existing obligations.
When buying a business, searches can provide a list of current secured creditors.
Why is the HorecaMarket.Globals' platform better?
PPS Searches can be done directly through the PPSR website. However that site has a cumbersome and slow interface and requires payment by credit card. In contrast, HorecaMarket.Global offers the following features that are not available on the Government PPSR website:
Validated Searching (ie a validation of ACN/ABN before search)
A summary results page that actually has useful information on it including the Secured Party Group.
Automatic background downloading of all search certificates and attachments.
The ability to download multiple search certificates in one click as a single PDF file.
The ability to download a zip file containing the PDFs of certificates and attachments as individual files.
All search certificates and attachments are stored with your search result indefinitely thus allowing you to retrieve a search certificate or attachment (as it was at the time of the search) days, weeks or months after the search was done without incurring extra cost.
A single monthly invoice (ie no need to pay for each search as you do it).
Why should I choose HorecaMarket.Globals' platform?
With multiple credit information services in one convenient location, we make it easy and quick to register, search and manage all of your PPS needs. It’s the simplest way to protect yourself, and your business, against the credit risks of trading in Australia.
Do we preform ASIC searches?
ASIC Searching
HorecaMarket.Global is an official information broker to the Australian Securities and Investment Commission and the full suite of ASIC Searches can be performed instantly online, including company searches, director and shareholder searches, and original documents lodged with ASIC.
ASIC Company and Business Names Searches include:
Current Extract
A current company extract includes the following information where applicable:
- Current company directors, secretaries, liquidators and administrators
- Current registered office addresses and current principal place of business
- Current shareholders including details of shareholdings (excludes public companies)
- Current registered charges lodged against the company
- Document details on all forms lodged with ASIC
Historical Extract
Historical company extracts include both current and previous information on the organisation including where applicable:
- Current and former company names
- Current and previous company directors, secretaries, liquidators and administrators
- Current and previous registered office addresses and principal place of business
- Current and previous shareholders including details of shareholdings (excluding public companies)
- Current and satisfied charges lodged against the company
- Document details on all forms lodged with ASIC
Relational Extract
Company relational extracts provides information in respect to a company's relationship with other companies. The relational information includes where applicable:
- Company details in which the relationship is held
- Current and previous details of shareholdings held
- Current and former officeholder roles held (if applicable)
- Current and previous Licences held
- Personal Name Search
Personal name search provides a list of known names and birth dates, relating to the individual name or birth date entered by the user. Users can select single or multiple entries from the search list for the one price. Once selected, users can proceed to purchase the requested personal name extract.
Personal Name Search
Personal name search provides a list of known names and birth dates, relating to the individual name or birth date entered by the user. Users can select single or multiple entries from the search list for the one price. Once selected, users can proceed to purchase the requested personal name extract.
Personal Name Extract
Personal name extracts provide information about an individual’s relationship with other Companies. The relational information may include:
- Current and former officeholder roles held in the respective companies
- Current and former licences held
- Current and former details of shareholdings held
- Person document details
Copies of all ASIC Documents (Docimages)
An actual image of the document in question as lodged by the company. The pricing of these documents is subject to the size of the document based on the number of pages: government statutory charges are set at either at less than 10 pages for $18, or 10 or greater pages for $34. The HorecaMarket.Global fee is subject to account type.
Registered users may obtain negotiated pricing arrangements.
Professional Register Searches
This facility is currently under development.
Document Listing Search
Document details, returns the form lodgement information listed below, as well as giving you the option of requesting a Document Image. This is delivered online in html or pdf format.
- Document number
- Date received
- Form code
- Date processed
- Number of pages
- Effective date
- Form description
How do we Data Match Customer and Vendor data?
Data Matching
Data matching, otherwise referred to as data-cleaning or entity verification, is the process of identifying the correct legal name and identifiers of any given commercial database, usually an ERP file of customer records or a debtors ledger.
Data matching is accepted as an important best practice and process improvement initiative within credit risk management by ensuring that you know who you are dealing with. Data matching facilitates accurate de-duplication or cross-analysis of common customers. One of the benefits is a reduction in external collection cost in the event of debtor non-performance.
Data-cleaning is also essential in the preparation of business files for the correct registration of interests on the PPSR.
Data-cleaning involves the matching of customer or debtor records against both the ASIC and Australian Business Register databases and third party databases.
This verification process authenticates the correct legal name and status of the company and appends the correct ABN and ACN or ARBN for each record.
PPSR is one example of an excellent reason to cleanse your customer database. However there are many other business imperatives to verify your customer legal entities including the need to facilitate system integrations, and the migration of platforms in the event of growth by acquisition.
HorecaMarket.Global does this, so you don’t have to.
Electronic Data Cleansing and Verification
HorecaMarket.Global has developed leading data cleansing capabilities which enables large files, typically customer or debtor records, to be validated to confirm their correct legal name and legal identifier.
The HorecaMarket.Global solution is an advanced Electronic data-matching and ledger entity verification service which validates submitted data against ASIC, the Australian Business Register and ARBN databases. The system confirms the existence of a valid ABN and/or ACN and verifies the correct legal name corresponding to that identifier. Once matching has been completed the file is returned to the HorecaMarket.Global client including the original and validated records to enable import back into existing legacy systems as required.
Ledger Cleansing Portal
For a large number of poor quality files, HorecaMarket.Global can provide the unique option of the its data analytics portal. The HorecaMarket.Global analytics portal is a hybrid, semi – manual and electronic method of interactively matching records which cannot be matched during the electronic matching process. Some records can’t be accurately matched simply based on clever algorithms and must be manually viewed - we do this very efficiently.
Key features include the facility for multiple projects to be run concurrently, task allocation, performance and statistics analysis, as well as download and search capabilities. The system can also link to mail generation & phone systems for call centre staff if required.
The portal also links to the HorecaMarket.Global PPS management portal so as to provide a seamless link between both solutions and a highly effective mechanism for registering and uploading large number of debtors onto the PPS in an accurate and efficient manner.
The portal can operate multiple concurrent projects while providing important statistics. Summary tables assist management review and oversee the quality of the customer records – as well as those that may potentially be registered on the PPS.
Can I get samples?
In typical wholesale sales processes, samples may be requested, to do so, go the Vendors home page and use the "contact us" form to alert the vendor to your request.
In order that you identify the item which you are requesting samples of - please include the URL of the item(s) you are interested in purchasing.Order
If you have a HorecaMarket.Global account, you can sign in to check your Order Status. Once your order ships, you will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information.
What is an order?
We consider your confirmation to Purchase, as an "Order". However, we will Confirm your order after payment has been received, or as per the Credit Terms applicable to your HorecaMarket.Global account.
How do I check my order status?
If you have a HorecaMarket.Global account, you can sign in to check your Order Status. Once your order ships, you will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information.
What should I do if I cannot complete the checkout process?
If you have correctly entered all your information and are unable to complete the checkout process, we may need further information for our security checks.
Please contact us using the Contact Us: Here
seven days a week, 9 a.m.-9 p.m. AEST to verify your information so we can process your order. We will endeavour to contact you as soon as possible.
What should I do if I'm having trouble when placing an order?
For any technical difficulties you are experiencing with the website, please contact us using the Contact Us form: Here
How do I check my order custom status?
If you have a placed a Custom Order with a Vendor, you can sign in to check your Order Status. Once your order ships, you will receive a shipping notification that includes tracking information. You can track your shipment through the carrier using this information.
If you require delivery timing details, then you are best placed to contact the Vendor directly. You can do so on the HorecaMarket.Global Vendor home page, using the ‘Contact Vendor’ button. The Vendor will receive an instant message with your enquiry.
How do I place an order?
Placing an online order requires just a few, simple steps: Select the item you would like to purchase, and click the ‘Buy Now’ button from either the quick view or product detail page (this will add your product to cart). You can then choose to continue shopping or go directly to Checkout. Once you are finished shopping, click on Shopping Cart at the top right corner of page, and follow the Checkout steps. You will receive an email confirming your order that includes your order number.
Size Guide
Getting the right size and ensuring a comfortable fit.
How do I know which size to choose?
You can compare how different sizes relate to the garment by clicking the size options in the top right corner and then choosing the size that matches your fit preferences.
How do I know what size to buy?
To assist you with sizing, we provide you with Brand specific size charts on our product pages.
We understand that different brands, adopt different sizing methods and measurements, which is why we try our best to provide you with customised size charts according to the brand you're browsing. If you are unsure of the suitability of the product or size for your requirements, it is best to check with the Vendor prior to purchasing.
Payment
Get the payment related Query Answers.
Can I pay by PayPal ?
HorecaMarket.Global does not accept PayPal.
When will my card be charged?
Your card will be charged once your order has been confirmed.
If you decide you want to return a product, the amount will be credited back to your card account, subject to our Returns Policy. Please note, that certain products are subject to the Vendor’s Returns policy, which is published on the Vendors store home page.
Which type of Payment Cards do you accept?
At HorecaMarket.Global, you can easily and securely pay by card.
We accept MasterCard, Visa, and American Express, in addition to Debit cards.
How do I apply for a Credit Account?
First, you must have a basic account profile with HorecaMarket.Global. Once logged in to the account, you will see an option to Apply for Credit.
Credit Accounts are granted to approved businesses, only when the usual Credit Application criteria has been met.
Above a certain limit, a Credit Account must be guaranteed by a Guarantor, which may or may not be a Director of the Company who operates the business account.
Can I pay by Direct Debit?
Yes, this is our preferred medthod of payment on the platform.
Can I set up Automatic Credit Card Payments?
HorecaMarket.Global have multiple payment options, including credit cards. These are charged according to your existing terms, which can be automatically marked to be paid on the Invoice Due Date.
All payments by Credit Card incur a Credit Card Surcharge which is provided by Stripe Payments @ 1.8% (as of 25-4-2021)
Voucher
Promotional vouchers and gift vouchers.
Please note that each voucher code may only be used once.
For vouchers from campaigns in our newsletter, magazine etc:
- Only one voucher can be redeemed per order. However, Promotional vouchers can be used in conjunction with credit from a gift voucher
- Please check the expiry date of your promotional voucher
- Certain vouchers may not be used to purchase discounted items
- Some vouchers may only be valid for particular brands and categories
- Some vouchers may have a minimum order value
- Vouchers can only be redeemed once
- If Vouchers are issued as part of a condition of Sale, they can only be redeemed once receipt of all goods has occurred
- If you send goods back, we reserve the right to not renew the validity of your promotional voucher.
Bulk discount / packaged deals. When using a promotional voucher, we reserve the right to charge you the original price of the product(s), if – due to a cancellation – the total value of that product or products, falls below (or changes the value or terms) of the promotional offer.
How can I redeem my promotional voucher?
The procedure is the same as gift vouchers:
- Once you have chosen your product(s) and added to cart, proceed to Checkout.
- At Checkout, choose your payment method. It's on this page that you can also enter your promotional voucher code. Click on ‘Redeem’ to use your discount. (If you forget to enter the details here, you will have one more chance during the checkout process, before completing your purchase).
- The discount amount is automatically deducted from the total order value.
- Click on 'Next' to see a summary of your order. If necessary, you can still amend your order at this stage.
- If you change your mind, you can delete your voucher code, either on the ‘Payment Method’ page or on the ‘Place Your Order’ page. Just click on the cross to the left of the discount.
Shipping and Delivery
These are the packing instructions the Vendor has to comply with when shipping your order. You specify them by entering a predefined code for shipping instructions. Each code corresponds to a set of instructions that is included in the purchasing document printout.
Do you offer express delivery?
As HorecaMarket.Global is a Vendor - Drop Ship model, we cannot offer Express Shipping on all products.
However, it may be offered by Specific Vendors on Specific products.
What are my delivery options?
You can choose between two delivery methods: delivery or pick-up.
Delivery is the standard delivery option, with the parcel being delivered to the address specified by you. This can be a billing address or any other address (such as your work address) you choose. You will have the option to specify this address during the order process.
During the order process, you will be given the option of delivery or pick up.
How much does delivery and returns cost?
Delivery/ freight charges are set by the Vendor and will be shown at Check Out.
Return costs are set by the Vendor and are shown on the Vendor’s Store - Home Page
What is Drop Shipping?
All physical products (as opposed to services) are shipped directly by the Vendor when sold through HorecaMarket.Global.
You can refer to your order dashboard to check if an order has been dispatched, as well as see the relevant tracking ID #.
Any queries regarding product shipments should be directed to the product’s Vendor.
Can I click and Collect?
Click & Collect
In-Store Pickup, may not be an option from certain Vendors, if it is:
- Shop online
- Add the products to your Cart
- Proceed to Check
- When given the option: ‘Shipping Address’
- Choose ‘In-Store Pickup’ and then proceed to payment
- We’ll contact you with pick up details within 24 hours
- You can then collect your order from the specified date and time sent to you
What is your shipping policy?
Shipping
Free shipping is offered on selected products and set by the Vendor.
When free shipping is offered, this is subject to exclusions zones. Upon placement of order, additional charges may apply. For any further assistance, please contact us.LINK: https://horecamarket.global/contactus
Shipping is automatically calculated during checkout, however you can get estimated shipping costs before you checkout in your Shopping Cart.
As per our Liquor License requirements, HorecaMarket.Global will deliver only to attended addresses, and our driver will require proof that the recipient is over 18 years of age.
Where a delivery is not effected due to the provided delivery address being unattended, or where the recipient cannot provide satisfactory proof of age upon request, you will be charged a fee for re-delivery of your purchase.
We reserve the right to decline delivery of goods to any customer at our sole discretion absolutely.
Please allow 3-7 working days to most areas for delivery. (excludes Equipment)
Deliveries are only available within Australia - at this stage.
My Account
Manage your account - view orders, re-order items, view wishlist etc....
How do I reset my password ?
To reset your password simply click 'Login' on the top right hand corner of this page. Then click on “Forgot Password?” under “I am a returning customer”.
Enter your email address and click send.
You will receive an email with a link in it (please note: this email may take some time to reach you and could appear in your spam / junk folder). Click on the link in the email and you will be prompted to enter a new password.
How do I register an account?
Click on Login, which can be found on the top right-hand corner of your screen. Enter your email address under 'I am a new customer' and click on 'Next'. Please complete all fields marked with an asterisk *. As stated in our privacy policy, we do not forward your personal data to third parties. Once you have completed the registration, you will receive a confirmation email. We suggest that you check the information in this email carefully, making sure it is correct. To confirm your registration click on the link provided in the email. Once your registration has been compleated, you can login and start Selling or Purchasing. If the address you want your order delivered to is not the same as your billing address, please also provide your delivery address. If not, your order will be sent to your billing address.
How do I apply for a Credit Account?
First, you must have a basic account profile with HorecaMarket.Global. Once logged in to the account, you will see an option to Apply for Credit.
Credit Accounts are granted to approved businesses, only when the usual Credit Application criteria has been met.
Above a certain limit, a Credit Account must be guaranteed by a Guarantor, which may or may not be a Director of the Company who operates the business account.
How to Apply for a Credit Account
How to Apply for Credit with HorecaMarket.Global
Thank you for your interest in becoming a Customer, to register firstly go here to apply:
https://HorecaMarket.Global/register
Once you have done this you will have a Customer Number.
You will need to have placed a minimum of 3 prepaid orders on the marketplace prior to your Credit Account application being accepted.
You can now apply for Credit for your venue.
Steps Involved:
1. You will need to complete the following online forms:
Application for Credit - Commercial Trading Account > https://horecamarket.global/en/application-for-credit-commercial-trading-account
Application for Credit - Guarantor - Guarantee and Indemnity > https://horecamarket.global/en/application-for-credit-guarantor-guarantee-and-indemnity
Application for Credit - General Credit Terms > https://HorecaMarket.Global/en/application-for-credit-general-credit-terms
2. Once these mandatory forms are completed we can then assess your Company for credit.
3. Typically our turn around time is expected to be within 24-48 hours. However, depending on your entity and data provided, we may approve you as quickly as within an hour.
4. Our determination will be final. If you have been declined, we will happily reassess and invite you to reapply, after you have been trading with HorecaMarket.Global for more than 3 months. Minimum spends apply.
If you have further questions you can contact us here: https://horecamarket.global/contactus
Do I need a Liquor License to register?
Given we sell 1000’s of products, many of which are not Alcohol,
No, not unless you intend to purchase Alcohol. If you do intend to purchase alcohol, you will need to appropriate a Liquor License.
Is it easy to setup and customise HorecaMarket.Global?
Yes. HorecaMarket.Global is designed as an out of the box solution where you can be setup and using it within a couple of hours. Simply add your product menu & customers and you’re ready to go. And if you use Xero you can be set up in less than an hour!
Do you charge a Set Up fee?
We do not charge a Set Up fee, ever!
Newsletter
You can either unsubscribe using the link in the newsletter (top or bottom) or directly in your account by clicking on 'Newsletter Unsubscribe'. You are also welcome to contact our customer service: Here
How do I subscribe to your newsletter?
Click the red button located under ‘Newsletter’ on the bottom left hand side of the home page. You can unsubscribe at any time in the future.
How often will I receive the newsletter?
Our subscribers receive a newsletter twice or more per week containing the latest hot topics and news. In addition, our subscribers receive a newsletter supplement on a special topic regarding the latest products each Tuesday. We will be sure to keep you up to date with any special promotions too!
How do I unsubscribe from the newsletter?
You can either unsubscribe using the link in the newsletter (top or bottom) or directly in your account by clicking on 'Newsletter Unsubscribe'. You are also welcome to contact our customer service. LINK: Here
Important: Please do not mark these emails as Spam, as this may also block other emails from HorecaMarket.Global Store (including order confirmation, delivery details etc.).
Note: You cannot unsubscribe from transactional Emails issued by us, as a result of actions on your account (orders, returns etc)
How to get a Quote?
How to get a Quote?
Ho do I get a Vendor to provide a Quote?
First, you need to have an account set up.
List the products that you are interested in getting a quote for and contact the Vendor of those products to discuss if tiered or quantity discounts are available for those products.
Warranty & Returns
Warranty & Returns Policy
What is your returns policy?
Returns & Order Issues
If there has been an error with your order, please contact the Vendor immediately explaining the situation. Each situation will be reviewed by each Vendor on an individual basis in light of the facts and circumstances.
Please note that you may be asked to return some or all of the questionable products for evaluation from the supplier.
Set forth below are examples of valid reasons for returning products. Please see our Terms and Conditions for further details.
Valid reasons for return:
The wrong product was sent.
Shipper errors - we'll file a claim against the shipper on your behalf.
Flawed product, providing said the product is returned in its original condition (and with all accompanying items if in a case) within 7 days of receipt together with proof of purchase.
For any further assistance, please contact us.
Help, my product is Faulty?
Faulty Products
If you are experiencing issues with your product, please refer to our FAQ first for instant answers to frequently asked questions and product specific troubleshooting. If you are unable to find an answer or solution to your issue, you can also contact the Vendor.
Please note that where Products are faulty or damaged upon delivery, photographic evidence of the damage or fault must be submitted to the Vendor within 3 days of receiving the product.
Failure to do so may result in your claim being denied.
How to Make a Claim?
To lodge a claim: Simply contact the Support team through your account dashboard or email a detailed description of the fault.
To assist in providing you with a speedy resolution, please include photos and/or a short video demonstrating the damage or fault with your product.
All claims are reviewed and in the first instance, attempt to troubleshoot and resolve the issue for you without the need to return your product.
If it is determined via troubleshooting that your product may be faulty, you will be provided with instructions to have the product returned to the brand's service centre for assessment. If the product does need to be returned, we will arrange return shipping at no cost to you.
For larger items, an on-site assessment may be arranged through the brand's manufacturer or in-house service centre.
Once the product has been received or assessed on-site, technicians will assess it and determine how to best resolve the issue.
What steps are involved in a Return?
ENQUIRY & TROUBLESHOOTING
A Support team will correspond with you to determine the nature of the reported issue and provide relevant troubleshooting steps. In many cases claims are resolved via correspondence without the need to return the item or arrange an on-site service call. To assist the team in resolving your issue as quickly as possible, please include photos and/or video of the issue when you contact us.
TECHNICAL ASSESSMENT
Your item will be assessed by a support team or sent to the brand or Vendor’s in-house service department. Please allow up to 10 business days once the service centre has received the item.
REPAIR OR REPLACEMENT
A Vendor may be able to repair your product where possible and may need to order parts from Australian or international warehouses that are required to complete this. Depending on the nature of the fault, you may be entitled to a repair, refund or replacement. For more information please refer to the Terms of Supply.
ITEM RETURN
If it's absolutely necessary to return your item, smaller items are typically returned via a prepaid Australia Post label, while large items will be collected by courier or the Vendor’s repair agents. Large items will need to be suitably packaged for transit prior to return. We strongly recommend that you keep your original packaging to assist in this returns process. Some items such as large appliances like fridges, freezers and ovens may be assessed on-site. If your item is diagnosed as faulty, the Vendor will cover the costs of sending this to the nominated repair centre, however if you are returning a product because you changed your mind, you will need to cover the cost of sending the product back to the Vendor.
REFUNDS
If a refund is to be issued, this will be completed by reversing the original transaction.
The faulty item will become the property of the Vendor/HorecaMarket.Global
Please Note: While the return process may take up to 10 business days, excluding transit times, we endeavour to complete returns as quickly as possible, and many are resolved within the week. Return delivery times are estimates only and may vary based on location.
Manufacturer’s Warranty
In most instances, where you experience an issue with a product that comes with a (brand's) manufacturer’s warranty, the manufacturer will be able to provide a faster assessment and remedy. Many manufacturers will have dedicated Support centres with access to more detailed knowledge on their respective products, in addition to better access to spare parts.
You may prefer to contact the manufacturer directly to seek a resolution.
If you would prefer the Vendor to assist you, and choose not to go to the manufacturer, then their team will of course be happy to assist you.
MARKETPLACE PRODUCTS
If you have purchased a product through the Marketplace, you can contact us through the marketplace directly. Which ever method you prefer, our processing times will be the same however communication will be faster if contacted directly as there is no delay in sending and receiving messages.
In the event that you are unhappy with the remedy offered by our support team, or you believe the remedy is not in accordance with the ACL, please request the support team member to escalate your claim and a more senior representative and we will be more than happy to assist you.
Size Exchange
If a product doesn’t fit and needs to be exchanged, please contact our support team via the Contact Us form LINK: Here
To be eligible for a size exchange, you must make the request within 7 days of receiving the goods and you must return the product within 10 days of the request. Our support team will contact the relevant brand manager and begin the returns process.
If you need to upgrade an item to a larger size, such as a mixer or freezer, our support team may be able to have restocking fees waived if the item is still in its original (undamaged) packaging, has not been used and if you plan on purchasing the new item from the same brand as the original.
In order to make the exchange process as seamless as possible, please have pictures of the goods ready to be assessed. Images can be emailed directly to our support team.
Please do not return the product until the customer service team has provided you with the relevant return details.
Change of Mind Returns
We understand that you will not always be able to test and handle products prior to purchase. However we cannot accept a Change of Mind as a reasonable reason to return a product.
Whilst we offer this policy, it is important to note that Consumer Guarantees do not apply if you simply changed your mind, found the item cheaper elsewhere, decided you did not like the purchase, or had no use for it, so please check the item listing carefully at the time of purchase to see if the product you have ordered is eligible for a change of mind return. You can find this information in the Warranty & Returns section of each product listing and request additional details if anything is unclear.
RESTOCKING FEES
Our business model is one of high volumes and slim margins to keep your prices down. For these reasons, our suppliers charge 25% (minimum) restocking fees if you change your mind about a purchase or order the wrong item and then want to exchange it for another.
We hate receiving restocking fees from our suppliers and we hate even more having to pass them on to our customers, however if your order needs to be re-routed or returned to its warehouse(s) of origin after being collected by a courier, many additional people become involved to facilitate your return. Unless there is transit damage, a manufacturing defect or a mistake on our end, you will be responsible for any re-delivery and restocking fees if you change your mind about a purchase.
If items have been used or are not returned in all original packaging, a return may not be accepted.
It’s important for your item to be unused and in original packaging to be eligible for return. This is because our suppliers cannot resell an item as brand new once it has been opened. They will need to significantly discount the item it to sell it again.
We ask that you check and double check all measurements, specifications, power fittings and other details before purchasing so we can ensure your order is correct the first time.
If you would like to return an item, please email our support team directly LINK: Here and we will gladly assist you.
Please note that manufacturers which have additional criteria and very strict returns policies.
When returning a product for a size exchange or change of mind, you will be responsible for the cost of return postage, and you must comply with the directions provided by the customer service team. The product will remain your responsibility until it has been received at the address supplied by the Vendor service team. We do not accept any liability for any loss or damage which may occur in transit and we strongly suggest you include insurance with your shipping.
Once the goods have been received and confirmed as being in as-new condition, you will be issued with a store credit which can be redeemed on any product sold on our site, by the Vendor from whom you purchased or refunded for the same value.
Vendor FAQ
Help topics for Vendors
As a wholesaler/distributor, what are the 10 main benefits of using HorecaMarket.Global?
Here are our Top 10:
Access an enormous market of like-minded users – the Hospitality vertical in Australia alone is made up of 81,000+ Customers. By using HorecaMarket.Global you won't need to find them anymore, they can find you in an instant.
Reduced onboarding Costs – typically once you have found a Customer, you will then need to get them to “sign up”, meaning a lengthy process involving, account applications, directors guarantees, Credit Checks, PPSR registrations, credit reference checking, credit file checks and custom pricing considerations. All before you make your first sale. It is estimated that this costs most wholesalers $1,000+ to onboard a single site.
We immediately do away with this cost.
Customers need to fill in an application form only once to join. One application form on HorecaMarket.Global = access to 1000s of Vendor and their products.
We’re sure your sales reps will love our innovative approach.
Catalogue Digitisation - Catalogue Digitisation - generally most wholesalers have a PDF catalogue which they can circulate, with separate Excel pricing if you are lucky. Each year the wholesalers who handle “Wine” need to rewrite their product offering and circulate it to up to thousands of Customers. This exercise, can now be carried out instantly and constantly for ZERO cost using HorecaMarket.Global.
Instant Credit Management and Data Access – given our unique method of managing “Credit as a Cooperative” we aim to have a view of the Customers as a whole and share to the required degree the Analytics of the customers capabilities to actually take on more credit
There is nothing worse than onboarding a new Customer only to find after 30-60 days that they cannot afford the credit allowance they have been afforded. Our aim is to circumvent this, by using live access to POS, Cloud Accounting and large scale sales analytics to make informed decisions.
Single Credit Check – every year Wholesalers pay Credit Management companies like illion, Equifax and CreditorWatch $300 per company search / credit score report, companies with 5000 B2B customers typically should do an updated credit check per annum if not quarterly, at a cost of $1m - $4m. HorecaMarket.Global can save this cost entirely by doing the check once only and combining the data thereafter with Live sales, payments and Cloud accounting data. Allowing us to accurately predict the current capability of the Customers.
No upfront platform or Cloud development costs – no need to fork out large sums of money for a custom built solutions. We will have you up and running in hours PLUS you benefit from all ongoing enhancements to the product at no extra cost
Reduced sales & administration costs – all orders are placed by customers allowing you to shift the focus of sales & admin to business generating activities.
Improved cash flow – automatic payment via credit card or direct debit means you get your cash faster.
Reduced bad debts – Payment type is required when Customers join HorecaMarket.Global -meaning not only are you getting cash fast but spending less time chasing it.
Tailored communications & promotions – By creating a personalised digital relationship you can get your marketing campaigns directly in the hands of the customer, resulting in increased sales and average order values.
How does our Credit Manage approach differ from yours?
How does our Credit Manage approach differ from yours?
Typically a Credit Department will be required to have the sales team provide them with:
- Credit Account Application
- Directors Guarantee
- PPSR registration agreements
- Trade References
Whereupon the back office team will then process the application by;
- doing an ASIC company search
- Validating the ABR - that ABN provided is GST registered and “current”
- Performing a Company “Credit” search, to check any Court or Creditor violations (Current & Historical
- Consider the relationship between Directors and other related entities, and their current status.
- Assess the requested Credit Limit (most often with no historical data on which to base their decision)
In using the HorecaMarket.Global platform, you do not have to do this anymore.
Credit is assessed as a Cooperative – what do we mean by this?
HorecaMarket.Global manages Credit centrally and takes all responsibility - so you no longer need to.
If you have signed up to use our SIF (Single Invoice Financing) solution, HorecaMarket.Global will pay you within 48 hours. The invoice has been sold for payment to our Financing Partner, who are responsible for all the necessary checks and validations.
Given the Financing Partner has purchased the debt, you as a Vendor have NO Recourse if the Customer now fails to pay the Financing Partner.
This is the simplest way to manage Credit in a modern Covid-19 risk environment.
What is HACCP Certification?
HACCP certification
HACCP certification instantly demonstrates to customers your commitment to producing or trading in safe food. This evidence-based approach can be particularly beneficial when you are subject to inspection by regulatory authorities or stakeholders.
Demonstrating a real commitment to food safety through HACCP compliance can also transform your brand and act as an effective entry-to-market tool, opening up new business opportunities around the world.
Our global network of food experts carries out HACCP audits and helps you focus on the hazards that affect food safety and hygiene. It is then possible to systematically identify where the hazards are by setting up control limits at critical points during the food production process.
HACCP certification is an international standard defining the requirements for effective control of food safety. It is built around seven principles:
Conduct Hazard Analysis of biological, chemical or physical food hazards.
Determine critical control points.
Establish critical control limits, for example, minimum cooking temperature and time.
Establish a system to monitor control of Critical Control Points.
Establish corrective actions.
Establish procedure for verification to confirm that the HACCP system is working effectively.
Establish documentation and record keeping.
Work with us to achieve HACCP compliance and meet the expectations of a changing world.
https://haccp.com.au/about-us/
What types of businesses use HorecaMarket.Global?
HorecaMarket.Global is designed for wholesalers & distributors whose customers order on a regular basis. Wholesalers & distributors customers can place orders on their mobile devices and desktop, eliminating the need for you to take orders in person, over the phone, or email.
HorecaMarket.Global is adaptable for any size business - meaning it can be used as a complete solution with ordering, pick & pack all the way through to delivery or alternatively integrated with your current systems and processes.
Do I have to sign a contract with HorecaMarket.Global?
We require all of our customers to sign a supplier agreement which includes the Terms & Conditions of using our solution.
You are not locked into any contract period and can stop using the solution at any point in time. Of course in order to close an Account, you must first ensure that all outstanding invoices are settled in full.
What training & support is available for HorecaMarket.Global?
On top of the initial face to face/Video conference /over the phone training to get you up and running you’ll also have access to user guides providing step-by-step instructions on how to use our HorecaMarket.Global solution.
You will also have access to ongoing support via email and instant chat.
Please feel free to contact us, should you require any further assistance.
From all of us at HorecaMarket.Global, we thank you for your support and wish you Happy Trading!
Payment options
