FAQ for Marketplace Sellers at OnlineMetals.com

Getting Started

How do I join the Online Metals Marketplace?

1. Sign the Terms and Conditions.
2. Contact Elizabeth Dalton at [email protected] to schedule onboarding.

What types of materials can I sell?
The marketplace is designed for sellers of high-quality raw materials, including metals and plastics. Materials must meet specific quality standards and it is encouraged to have mill test reports or certificates of conformance available for our customers.

Selling and Pricing

Who determines the pricing?
You set your prices and inventory levels. The marketplace also supports dynamic custom cut pricing if you can cut materials to specific sizes.

Is there a commission?
Yes, a flat 18% commission applies to all sales. There are no hidden fees.

How do I add products?
We will help you start up your store by uploading your products and descriptions along with you. We will require your product prices, photo images, descriptions, product attributes (ie size, weight, dimensions), and anything else that will help sell your product. Once your store has launched we will show you how to add new product on your own using our store backend.

How do I receive and process orders?
We will provide you with a login to the backend of your store where you will be alerted to new orders received. You will confirm the order letting your customer know you are working on their order, process the order, and when you enter in the shipping tracking number into the system - the order will be billed.

How are payments handled?
Payments are securely held in escrow and disbursed directly to your bank account twice a month. Customers can pay by credit card or Net-30 terms.

Payouts

When do I get paid?
Payments are disbursed twice a month directly to your bank account. Until disbursement, your funds are securely held in an escrow account using PayPal's Hyperwallet solution, ensuring they are protected.

Shipping and Logistics

How does shipping work?
You have the option to use our pre-negotiated UPS rates through our UPS account or your own shipping account. If you choose to ship using our UPS account, we handle everything: we calculate the shipping cost for the customer, collect the charge, and pay UPS directly.

What if I need to handle customer-specific cuts?
The marketplace makes it easy to offer custom-sized materials. Customers can specify their needs directly on the platform.

How do I handle returns and refunds?
You can either adopt our standard policy or create your own. Our standard policy allows returns within 30 days of purchase, with a 30% restocking fee if no replacement order is placed. Customers are responsible for both initial and return shipping costs. Some sellers choose not to accept returns, while others follow similar policies—it’s entirely up to you.

How is customer service handled?
Sellers are required to provide timely, high-quality customer service, responding to all inquiries and escalations within one business day. Sellers must provide accurate and accessible customer service contact information, including a phone number with voicemail and a responsive email address. Failure to meet these customer service requirements may result in refunds being issued on the Seller's behalf, account suspension, or termination of the agreement.

Support and Compliance

How does fraud protection work?
All transactions are verified through a rigorous fraud-check process supported by thyssenkrupp North America’s credit team and Braintree credit card processing technology.

What about tax compliance?
We contract with Vertex, a tax compliance service, to calculate and manage retail sales taxes for every transaction. Funds are distributed to the appropriate states monthly directly from Online Metals. You do not need to worry about calculating and remitting local retail sales taxes for orders sold on the Online Metals marketplace.

How can I showcase certifications for my materials?
We help you manage and display certifications like Material Test Reports (MTRs). Our team can assist with scanning, uploading, and securely storing these documents.

How is Prop 65 compliance handled?
We take care of Prop 65 warnings for items shipped. Once we have the alloy details from you about your materials, our system dynamically publishes the appropriate Prop 65 warning to customers. If any Prop 65 chemicals are present in the alloy, an alert is automatically displayed in the shopping cart, ensuring compliance and transparency.

Additional Questions

Who do I contact for help?
For onboarding and support, contact Elizabeth Dalton at [email protected].