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Questions & Answers

Shop Chez-Nous Support

Get instant answers to the most common questions and learn how to use Shop Chez-Nous like a pro.

  • Questions & Answers For Customers
  • Questions & Answers For Businesses & Shops

General

Client – General Section

How can I contribute to the mission of Shop Chez-Nous?

Word of mouth can help us spread the word about Shop Chez-Nous. Tell your friends, family and why not your neighbor? Share our publications on Facebook and Instagram and of course join as a merchant. SEO is the key to success and we are very grateful for your help.

Is your site secure?

All information related to payments is analyzed by Stripe (encrypted and secure bank payment portal). Your credit card information is never stored on our servers. If you would like more information about the security of your information, please read our Privacy Policy.

How can I contact you?

You can write to us at the following address: support@shopcheznous.ca.

I would like to report a violation, how do I proceed?

Shop Chez-Nous respects the intellectual property rights of others. If you are the owner of a copyright, trademark, patent or other intellectual property right ("Intellectual Property Rights Owner"), or if you are an authorized representative acting on behalf of the Intellectual Property Rights Owner ("Authorized Representative"), and you believe in good faith that material or products on the Shop Chez-Nous website infringe the copyright, trademark, patent or other intellectual property right of the Intellectual Property Rights Owner, please complete the form to report an infringement.

Shop Chez-Nous may provide the party responsible for the alleged infringement ("Responsible Party") with the name and email address of the owner of the IP rights and/or its authorized representative. By submitting this form, or by submitting a claim by email, you agree that Shop Chez-Nous may provide this information to the Responsible Party.

If the issue you wish to report does not concern intellectual property rights, such as copyrights, trademarks or patents, another channel of communication with Shop Chez-Nous may be more appropriate.

If you are a customer and have questions regarding your order, please contact customer service. If you are a merchant working with Shop Chez-Nous and have concerns or questions regarding your business, please contact us.

Use this form to report a violation: https://forms.gle/JivoFgji9UPBsvXN8

My Orders, Products & Shipping

Client – Order & Shipping Section

How does shipping work ?

Each business/vendor is responsible for the shipping of products. See the business/shop's shipping terms and conditions displayed on their profile.

I have a problem with a delivered item, what should I do?

We're sorry to hear that the product was not what you expected. We invite you to contact the merchant via the information that is displayed on their profile. If you are unable to contact the business, send us an email at support@shopcheznous.ca.

I want to change my shipping address, what should I do?

Any confirmed order is not modifiable. We invite you to contact the merchant directly and within a respectable delay in order to communicate the changes.

My shipping address is not recognized by your website?

Try entering a different shipping address on the purchase confirmation page if our system does not recognize the one you are trying to enter (for example, your work address or a friend's address). If your address does not have a home number, please enter "1" or "0" to ensure that the field is completed correctly.

Do you have return policies?

See the business/merchant's return policies, terms and conditions which are posted on their profile.

I received my order but parts or accessories are missing?

If you receive an incomplete order from one of our sellers, we invite you to contact them directly to obtain information on the possibility of an exchange and/or the return procedure.

My item was delivered damaged or defective

If you receive a damaged or defective product from one of our vendors, we invite you to contact them directly to obtain information on the possibility of an exchange and/or the return procedure.

The order status is In process or Pending?

If the status of a recent order on your My Orders page indicates "In Process" or "Pending", the transaction could not be processed. This may be due to several reasons:

-> Offer or product in high demand
-> Processing delays due to high site activity

What to do?
-> Please wait approximately two hours for your order to be processed.
-> Once your order has been successfully processed, we will send you an email confirming that your purchase has been successfully completed.

If after two hours your order status still indicates "In Process" or "Pending", we will be happy to assist you. To contact Customer Service: support@shopcheznous.ca.

My Account

Client – Account Section

I forgot my password

Don't worry. We are here to help you. Here's how to recover your password:

1-Click on the icon in the page menu.

2-Click on the red Forgot your password? link, follow the instructions, and we will send you an email to change your password.

3-The link to reset your password is valid for 15 minutes. Once this validity period has expired, a new reset request will have to be made.

Can I make purchases without opening an account?

Certainly, you can make transactions on our site without creating an account.

Payment

Client – Payment Section

I received errors during checkout and payment?

If you receive an error message such as "Your payment cannot be processed at this time" when trying to make a purchase on the site, please ensure that:

-> You have entered your credit card number correctly, including the VCC (the three digits on the back of the credit card).
-> You use a credit card issued by a bank recognized by Stripe.
-> Your credit card billing address is correctly entered in the form.
-> You have not reached your credit limit
-> Your credit card has not expired
-> You are not using a prepaid credit card

If you are located outside the country, you may have difficulty completing a payment.

If none of these cases apply to you, please try the transaction again later. If the problem still persists, please contact your credit card company for more information on how to resolve the problem.

What are the accepted methods of payment

We accept all major credit cards (or debit cards that can be treated as credit cards).

Technical Issues

Client – Technical Problems Section

I forgot my password

Don't worry. We are here to help you. Here's how to recover your password:

1-Click on the icon in the page menu.

2-Click on the red Forgot your password? link, follow the instructions, and we will send you an email to change your password.

3-The link to reset your password is valid for 15 minutes. Once this validity period has expired, a new reset request will have to be made.

I got a error 404?

If you get a 404 error on our site, it probably means that the link you clicked on or the URL you entered in the search bar is not working and/or has expired.

If you typed or pasted a URL into the search bar, check that it is accurate and complete.
If you clicked on a link on our page, it may lead to an old page that no longer exists.
If you are sure the page exists, we would be happy to help you. Contact our customer support team at support@shopcheznous.ca .

Confirmation e-mail not received?

If you have not received an email confirming your order, you can always check the status of your order on your account by going to My Orders.

If you still can't find your order, try logging out and logging in again.
If your order says "In Process", waiting a few hours before checking again may resolve the problem. In case of heavy traffic on the site, order processing may be delayed.

If you often do not receive your confirmation emails, check your spam/junk mail folder. To ensure that you receive our emails, you can add us to your address book or trusted sender list.

General

Business – General Section

I already have my online store? Can I be on your platform?

Yes, you can! You will benefit from even more visibility! This store will be for you a second point of sale and a new source of potential customers.

Will there be a listing of shops with everything on the web or will there be independent stores?

Both!

1- Your listing/store: You will have your own listing and store within a group of stores like a Facebook page. You will have the possibility to direct your customers to your own page/store while taking advantage of the traffic and marketing of the whole platform.

2- Like a shopping mall: Just like a shopping mall, you list your products and services and categorize them in a common space in the platform giving a single address and a single focal point for anyone wishing to purchase products and services online in your area. They will also be able to link to your company website as well for service type of products.

Interactive Map: We are working on an interactive map where people will find you according to various criteria.

What are the methods of traffic on your store?

1- Direct traffic by directing your current customers directly to the link of your listing/store

2- Search for your business via our business/shop directory or via our corporate directory

3- When searching for products from visitors who don't know you, but who are looking for your products and services

4- Through Google and other browsers thanks to the platform's referencing and web optimization your products will be better positioned in search engines and will help to position your current website.

5- Any kind of web advertising and traditional like radio, billboards and various contests set up by our team.

How can I contribute to the mission of Shop Chez-Nous?

Word of mouth can help us spread the word about Shop Chez-Nous. Tell your friends, family and why not your neighbor? Share our publications on Facebook and Instagram and of course join as a merchant. SEO is the key to success and we are very grateful for your help.

Is it really worth it to have a store if everyone goes to Amazon to buy already?

Whether you're online or not, Amazon and the other big chains are already competing with you. However, you will now offer the chance to those who prefer to find, shop for products and buy them from a local company rather than from a large chain.

You will facilitate access to your products and will be able to access a new market!

Is your site secure?

All information related to payments is analyzed by Stripe (encrypted and secure bank payment portal). Your credit card information is never stored on our servers. If you would like more information about the security of your information, please read our Privacy Policy.

How can I contact you?

You can write to us at the following address: support@shopcheznous.ca.

Managing Your Business Profile

Business – Dashboard Section

Why is the dashboard changing to English when I try to access it in French?

We are currently working with the developer of the dashboard as there is an issue when not in English. Thank you for your patience as we work through this issue with the developers.

Dashboard Overview

The Business Dashboard provides an overview of your store, page view, orders, earnings, reviews, products and activities.

From this dashboard, you can easily manage your stores and also get quick insights.

Settings Id - Adding your business/store basic information

Settings Payment - Connecting your payout account to get paid

Settings Branding - Adding your business/store profile image & header

Settings Shipping - If your a store selling on the marketplace, make sure to set the Shipping details for your customer to see at checkout

Settings Social - Add your links to your social media accounts, they will show below your banner profile

Settings Policies - If your a store selling on the marketplace, make sure to set your policy details on returns, etc. for your customer to see at checkout

Orders Section - If your a store selling on the marketplace, view and manage all your orders from here

Product/Service Section - Weather you are business selling services or products, come here to add them. This is critical to add as people will be able to search and find you more easily.

Product Tags

Coupons Section - If you are selling on the marketplace, view and manage your coupons to give to customers to promote certain products.

Business Registration & Account

Business – Account & Business Registration Section

What businesses are eligible on Shop Chez-Nous?

All local businesses that would like to get more visibility. We do not accept large chains, we keep our focus on small and medium sized businesses.

Does my business have to sell products from the region only?

No. Your business can sell products made elsewhere as long as its head office is in Prescott-Russell.

Do I have to pay to register my business?

Absolutely not, our platform is free. As a merchant, you have the possibility to increase your subscription to have access to several additional services but the registration is free.

I wish to delete my Shop Chez-Nous account, how do I proceed?

If you wish to close your account, please contact our member services and we will deactivate your account.

Products & Services

Business – Products/Services Section

I sell more services than products, can I still be on the marketplace?

Yes absolutely! The main reason of the marketplace to have all types of businesses, shops and even artists! The goal is assemble everything to one central place to provide the community an easy to use website to find you and shop locally rather than not finding anything and going to large chains store.

When you are in your business dashboard, you will choose a type of product that will act as a click-through to your website when people will click on.

Does my business have to sell products or services from the region only?

No. Your business can sell products made elsewhere and offer services as long as its head office is in Prescott-Russell.

Do I have to put all my products and services in my business listing?

We have set a limit of 20 products/services you can enter so we recommend that you add products and services you want to promote the most (like Groupon).

Is there a limit of products I can add to my listing?

Yes, limit of 20 products. Each can be categorized up to 3 categories and can be further extended using 5 tags. This enables you to be found across the platform.

Got More Questions?

Have a question about a product or service or have product knowledge and want to share?
Join our conversation at our Shop Chez-Nous community page.