Proudly SA Vendor Training Manual

Welcome to Proudly SA Online. This manual is your primary reference for selling on shop.proudlysa.co.za. It walks you through every stage of the vendor journey: setting up your account, listing products, handling orders, shipping goods, and receiving payment. This R2 2026 edition reflects current platform processes and replaces all previous vendor guides.

Proudly SA Online is a South African e-commerce marketplace connecting local buyers with verified Proudly SA member vendors. The platform manages payment processing, shipping logistics, and customer communications on your behalf. Your responsibilities are to keep your listings accurate, confirm stock promptly when orders arrive, pack goods carefully, and communicate via email within the required timeframes.

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What this guide covers

• Logging in to your vendor portal and understanding your dashboard.
• Adding, editing, and managing your product listings.
• Understanding how single-vendor and multi-vendor shipping works.
• Processing orders and meeting fulfilment timeframes.
• How and when you receive your payouts.
• Customising your storefront, managing your profile, and completing KYC verification.
• The performance standards Proudly SA tracks, the tier system, and the consequences for non-compliance.
• Answers to the questions vendors ask most often.

Key contacts

Platform overview

Your vendor portal runs in any modern web browser. No desktop application is required. The platform handles all payment processing, so you will never need to collect money directly from customers or configure payment gateways. Courier logistics for single-vendor orders are also handled by Proudly SA on your behalf (multi-vendor orders are the exception, covered in Section 5).

Orders placed by customers appear in your portal in real time. Your daily responsibilities are clear: check your dashboard, respond to order notifications promptly, keep stock levels accurate, and communicate via email within the required timeframes.

Open any modern web browser and navigate to your vendor portal. Use the email address and password you registered during your onboarding session.

Accessing your vendor portal

1. 1
   Open your browser and go to https://shop.proudlysa.co.za/vendors/dashboard. Bookmark this address so you can return to it quickly each day.
2. 2
   Enter your registered email address and password, then click Log In. Your dashboard opens automatically.
3. 3
   If you have forgotten your password, click the Forgot password link below the login form. A reset link is sent to your registered email. Check your spam folder if it does not arrive within a few minutes.
4. 4
   If the reset link does not work or you cannot access your registered email, call the ecommerce team on +27 (11) 327 7778 or email [email protected] during business hours.

The “Account not enabled for selling” error

When you first register, you may see the message below when you attempt to add or manage products. This is completely normal and is not a sign that anything has gone wrong with your application.

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This message means your account is awaiting final approval from the Proudly SA ecommerce team. Approval is granted after your Proudly SA membership certificate and onboarding documents have been verified.

Once your account is activated, this message disappears and all portal features become available to you.

First-time setup checklist

Before you list your first product, work through the following checklist to make sure your account is fully set up.

• Confirm that your banking details are saved correctly in your portal settings (Section 7 covers this).
• Upload your KYC identity verification documents (Section 8 covers this).
• Set up your storefront with a banner image and logo (Section 8 covers this).
• Verify that your collection address is accurate in your profile settings.
• Read Section 5 (shipping) before your first order arrives so you know exactly what to do.
• Read Section 9 (performance) so you understand the metrics you will be measured against from day one.

The dashboard is your home screen. It gives you a real-time snapshot of your store performance, including your current balance, sales figures, and recent orders. Everything you need to manage your store is accessible from the left-hand navigation menu.

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Performance metrics panel

The grid at the top of the dashboard shows key figures for your selected date range. Use the date range drop-down to switch between the current month, a custom period, or year-on-year comparisons.

Recent orders

Below the metrics grid, your dashboard lists your most recent orders. Each row shows the order number, customer name, date, total, and status. Click any row to open the full order detail view.

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Left-hand navigation menu

The menu on the left of every screen is how you move between sections of your portal.

Dashboard

Returns you to the home screen.

Products

Add, edit, and manage your product listings.

Orders

Shows all orders placed with your store.

Coupons

Create store-specific discount codes.

Reports

Detailed sales and earnings reports by date range.

Announcements

Important messages from the Proudly SA team. Check this regularly.

Return Request

Tracks customer return requests for your products.

Tools

Import and export utilities for bulk product data.

Store Stats

Visitor and conversion analytics for your storefront.

Settings

Update your store, profile, banking, and verification details.

Click Products in the navigation menu to view all your listings. Products are grouped by status. Use the filter tabs at the top of the page to view products by their current status.

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Product statuses

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Adding a new product

Click Add New Product at the top of your products page. Fill in all required fields before clicking Submit.

Product details

1. 1
   Enter a clear, descriptive product title. Include the product name, its key feature, and any variant detail that applies to the base product.
2. 2
   Write a complete product description. Include what the product is, its key features, materials or ingredients, dimensions or specifications, and any usage or care instructions relevant to a buyer.
3. 3
   Set the regular price in rands. The You Earn figure next to the price field updates automatically to show your net payout after the platform commission is deducted.
4. 4
   Select the correct product category using the category selector. Choose the most specific sub-category that applies. Incorrect categorisation is a common reason for rejection.
5. 5
   Enter the SKU for the product. This is typically your internal product code or barcode number. Every product and variation must have a unique SKU.

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Selecting a category

Click Add new category to open the category selector panel. Browse the list on the left to find your main category, then select the correct sub-category on the right. Click Done to confirm.

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Product images

Product images have a direct impact on sales. The platform has clear image standards and products with poor images are rejected during review.

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Image requirements

• Plain white or light neutral background.
• Product centred, filling at least 80% of the frame.
• Minimum 800 x 800 pixels resolution.
• No harsh shadows, reflections, or blurs.
• No watermarks, logos, or text overlaid on the image.
• Multiple angles where relevant (front, side, back).

Upload your images in the Product Images section. Drag your main image to the first position as it becomes the listing thumbnail.

Inventory management

Scroll to the Inventory section. Enter your SKU, enable stock management, and set your initial stock quantity. Set a low-stock threshold so you receive alerts before you run out.

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Shipping and dimension details

Enter the product weight in kilograms and dimensions (length, width, height) in centimetres. These values are used to calculate shipping rates and must be accurate. Do not leave them at zero for physical products.

Product variations

Use variations when a single product comes in different options such as size, colour, or material. Each variation can have its own price, SKU, and stock level.

Step 1: Add and save attributes

1. 1
   Scroll to the Attribute and Variation section. Click Add attribute. Select a predefined attribute (such as Colour or Size) from the drop-down. Always use predefined attributes where they exist; only create custom attributes when no predefined option fits.
2. 2
   In the Value(s) field, select or type the applicable values (for example: Blue, Red, Small, Large, Extra Large). Tick Used for variations for each attribute that will generate separate variant rows.
3. 3
   Click Save attribute before proceeding. Saving attributes first is essential; the variation generator will not work correctly without this step.

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Step 2: Generate and complete variations

1. 1
   Open the Add variation drop-down and select Create variations from all attributes. Click Go.
2. 2
   A confirmation prompt appears. Click OK to generate all attribute combinations as separate variation rows.
3. 3
   Click each variation row to expand it. Enter the regular price, SKU, stock status, weight, and dimensions for each variation. These values can differ per variant.
4. 4
   Click Save Variations when all variation details are complete.

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Customers choose between Standard and Express delivery at checkout. They see no individual courier names. Proudly SA selects the most appropriate courier automatically based on order type, delivery location, and the chosen service level. The platform handles all tracking communications to the customer.

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The two order types

Every order falls into one of two categories depending on whether the customer bought from one vendor or multiple vendors in the same basket. Your shipping responsibilities differ significantly between the two types.

Single-vendor orders: step by step

Proudly SA handles the courier booking and provides all shipping materials. Your role is to confirm stock, pack the product, and have it ready for collection.

1. 1
   You receive an order notification email from the ecommerce team. The new order also appears in your dashboard.
2. 2
   Reply to the email within 2 hours to confirm the item is available and ready to ship. If the item is out of stock, say so immediately.
3. 3
   Proudly SA books the courier collection and emails you a shipping label and waybill. Use only this label; do not create your own.
4. 4
   Pack the product securely. Print and firmly attach the Proudly SA-provided label to the outside of the parcel.
5. 5
   Have the package ready for courier collection within 12 hours of confirming stock. No further submission is required from you. Proudly SA tracks the shipment automatically.

Multi-vendor orders: step by step

When a customer buys from multiple vendors in one order, each vendor ships their portion to the Proudly SA warehouse. The team consolidates all parcels and dispatches them to the customer as a single delivery. You arrange and pay for your own courier to the warehouse.

1. 1
   You receive an order notification email. Confirm stock availability within 2 hours by replying to the email.
2. 2
   Arrange your own courier collection or drop-off to the warehouse address below. The shipping cost is at your expense.
3. 3
   Pack the product securely. Label the outer parcel clearly with the order number and your vendor name so warehouse staff can match it correctly.
4. 4
   Ship within 24 hours of confirming stock.
5. 5
   Immediately after booking the courier, email the waybill details to [email protected]. Use this exact subject line format: Waybill - Order #[Order Number] - [Your Vendor Name]. Include the tracking number, courier name, and date shipped in the email body.

Critical shipping timeframes at a glance

Click Orders in the navigation menu to see all orders placed with your store. The list shows the order number, customer name, date, total, and status. You can filter by status or search by order number to find specific orders quickly.

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Order statuses explained

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Your fulfilment responsibilities

1. 1
   Confirm stock within 2 hours. Reply to the ecommerce team order notification email confirming the item is available and ready to ship. If you are out of stock, say so immediately.
2. 2
   Pack the product properly. Use packaging that protects the item during transit. Include a packing slip if possible. Products damaged during shipping due to poor packaging may be treated as vendor-fault returns and deducted from your payout.
3. 3
   Follow the correct shipping process for the order type. Section 5 covers both processes step by step.
4. 4
   Update your stock levels in the portal after dispatch to prevent future orders being placed for stock you no longer have.

Returns and refunds

Returns are initiated by customers through Proudly SA. When a return is approved, the product is sent directly to your address, not to any Proudly SA office. You must inspect the returned product within 3 business days of receiving it and email your inspection result to [email protected].

Include the RMA number, your inspection result (approved or rejected), and clear reasons with photographs if you are rejecting the return.

If you do not respond within 7 days of receiving the return, the return is approved automatically and a refund is processed.

Refunds for vendor-fault returns (defective product, wrong item, damaged in transit, or not as described) are deducted from your next payout. Returns due to a customer change of mind do not affect your earnings.

Proudly SA collects payment from the customer at checkout and pays you for each order once it has been successfully delivered. Payouts run on a rolling cycle, so there is no single fixed pay day. Each order is paid out on its own timeline based on when it reaches the Delivered status.

How payouts work

Your payout for an order is released 14 business days after the order is marked Delivered. This window gives the customer time to confirm they are happy with the product and to raise a return if something is wrong. Once the window closes without an issue, the funds are transferred to your registered bank account by EFT.

Commission and earnings

Proudly SA earns a commission on each sale, which is agreed when you join the marketplace. The amount you receive is the product price you set, less the agreed commission. You never have to calculate this by hand. When you add or edit a product, the portal shows a You Earn figure that reflects your net payout for that item after commission.

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Use the You Earn figure when you price your products so that your margin is comfortable after commission. Your Dashboard also breaks down total sales, commission and net sales for any date range you choose, so you can reconcile your earnings at any time.

Updating your banking details

Your banking details are set in your account settings. Keep them accurate at all times, because payouts are sent to the account on file. If you change banks or account numbers, update them well before your next expected payout to avoid a failed transfer.

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What can be deducted from a payout

A few specific amounts may be deducted before a payout reaches you:

• The agreed Proudly SA commission on the sale.
• Vendor-fault refunds and returns, such as a defective product, the wrong item, damage caused by poor packaging, or an item that is not as described.
• Any amounts agreed in writing with the ecommerce team, for example a previously overpaid payout being corrected.

Returns caused by a customer changing their mind do not affect your earnings. Only refunds where the fault lies with the product or the way it was fulfilled are deducted.

Tax and your own records

1. 1
   You are responsible for your own tax. Proudly SA pays you your net earnings. Declaring income and meeting your SARS obligations is your responsibility as the vendor.
2. 2
   Keep your own records. Download your Dashboard reports regularly so you have a clear record of sales, commission and payouts for your accounting and tax returns.
3. 3
   Reconcile against your bank statements. Match each EFT you receive to the orders it covers. If something does not add up, email the ecommerce team with the order numbers concerned.

Your storefront is how customers experience your brand on Proudly SA Online. A complete, professional store builds trust and helps your products convert. You manage all of this from Settings in the left-hand navigation menu.

Storefront branding

Open Settings > Store to set up your branding. Add your store name, a banner image, your logo, and a clear description of who you are and what you sell. A strong description tells customers what makes your products worth buying.

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Store address

Your store address is also your collection and returns address. Couriers collect single-vendor orders from here, and approved returns are sent here directly. Keep it accurate and complete, including a contact number for the courier, so collections are never missed.

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Profile and account details

Your profile holds your contact details and login information. Keep your email address current, because all order, shipping and payout communications are sent there. This is also where you manage your password.

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Vacation mode

If you need to pause sales, for example while you restock or take leave, switch on vacation mode instead of leaving orders unfulfilled. Your products are hidden from the marketplace until you switch it off, which protects your performance score from cancellations you cannot fulfil.

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KYC identity verification

To keep the marketplace trusted and compliant, every vendor completes a Know Your Customer (KYC) verification. Upload a clear copy of your South African ID or passport and any business documents requested. The Proudly SA team reviews your documents and confirms your identity.

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Staff management

If more than one person helps run your store, you can add staff members and give them their own access. This means you do not have to share your main login. Add only people you trust, and remove access promptly when someone no longer works with you.

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Analytics and store statistics

The Store Stats area shows how your store is performing over time, including visits, sales trends and your most popular products. Use it to see which listings are working and where to focus your effort.

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• Check which products attract the most views so you can feature them in your banner and description.
• Watch your sales trend over the month to spot the impact of price or image changes.
• Compare date ranges to understand how events and promotions affect your store.

Customer reviews

Customers can leave reviews on the products they buy. Reviews feed into your customer satisfaction metric, so they matter for both trust and performance. Read them regularly, learn from honest feedback, and keep your product quality and descriptions accurate so expectations are always met.

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Performance is tracked automatically from your order activity. Seven core metrics measure how reliably you serve customers, and a scorecard is issued on the first of every month. The aim is not to catch you out but to keep the marketplace trusted, so that customers keep coming back to buy local.

The seven core performance metrics

The violation point system

When a policy is broken, points are added to your account. Each level carries a different weight and stays on your record for a set period before it expires.

Your total active points place you in one of these bands:

Progressive discipline process

Action is applied in steps, with a chance to put things right at each stage:

1. 1
   Friendly reminder. A first, minor slip is met with a helpful nudge by email.
2. 2
   Formal warning. A repeated or more serious issue is recorded as a formal warning.
3. 3
   Performance improvement plan. You are given clear targets and a timeframe to recover.
4. 4
   Short suspension. Selling is paused while you address the problems.
5. 5
   Extended suspension. A longer pause applies if issues continue.
6. 6
   Termination. As a last resort, the vendor agreement is ended.

Zero-tolerance violations

A small number of actions are so serious that they bypass the points system and can lead to immediate suspension or termination:

• Selling counterfeit, fake or pirated goods.
• Listing unsafe products or items that pose a safety hazard to customers.
• Fraud of any kind, including fake tracking numbers or falsified delivery proof.
• Harassment, abuse or threats towards customers or Proudly SA staff.
• Any criminal activity conducted through the marketplace.
• Allowing your Proudly SA membership to lapse.
• Operating multiple vendor accounts without written permission.

Performance tiers and marketplace visibility

Strong, consistent performance is rewarded with greater visibility on the marketplace. Tiers are about how prominently your products are shown and promoted, helping good vendors reach more customers.

Appeals process

If you believe a warning, suspension or metric is wrong, you can appeal. Email the ecommerce team with the subject line in the format APPEAL – [Your store name] – [Order or case number] and include your evidence. Appeals must be lodged within these windows:

Vendor obligations checklist

Keeping to these routines keeps your metrics healthy and your store in good standing:

Data protection obligations (POPIA)

Customer information is shared with you only so that you can fulfil orders. Under the Protection of Personal Information Act, you must handle it with care:

• Use customer details only to pack, ship and support the specific order they relate to.
• Never add customers to your own marketing lists or contact them outside the order.
• Keep customer information secure and never share it with anyone else.
• Delete or securely store personal information once the order is complete and any return window has passed.
• Report any suspected data breach to the ecommerce team immediately.

Most day-to-day questions have a simple answer. Browse the questions below, and use the quick reference cards for the timeframes and contacts you will need most often.

Frequently asked questions

Quick reference