FAQs – FreshonTable UAE

How do I register?

You can register by clicking on the “Sign Up” button at the bottom of the Login page.

Please provide the information in the form that appears, which includes your first name, last name, trade name, email, and a strong password. You can review the terms and conditions, and submit the registration form.

You’ll receive an OTP on your registered Email ID which you had provided in the form. Type in the code and you will be successfully registered with FreshonTable.

What is the Trade Name?

The trade name is the legal entity name of your organization which your buyers or sellers will see. All the tax invoices/receipts will be generated by FreshonTable and other Platform Sellers on the same entity name. For example Milk Trading Co., Oranges Inc. or Sam’s Kitchen, etc.

Do I need to provide my email and phone number to register with FreshonTable?

You’ll need only a valid email ID to register with FreshonTable. We strongly recommend updating both your email and phone in your profile before you create a product or place an order. This is because all the communication made by the buyers/sellers through FreshonTable will be done through the email and/or phone shared by you.

Are there any charges for registration?

No. Registration on FreshonTable is free of cost.

Do I have to necessarily register to shop on FreshonTable?

Click on the ‘Skip & Explore’ button on the login page to view all the products on FreshonTable Platform without registration. Unfortunately, only registered buyers will be able to add products to the cart, checkout and place orders. Registered buyers have to be logged in at the time of checking out the cart, they will be prompted to do so if they are not logged in.

How do I reset my password?

You need to click on ‘forgot password’ on the Login Page. Enter the email which you used to register the account and press submit. An OTP will be sent to that email address which you can use to change your password. In case of any further issues please contact our customer support team at support@freshontable.com.

Why am I not able to see anyone on the map even after I have signed up?

You’ll need to update your address and most importantly, your geolocation in your profile to see other buyers OR sellers on the connections map. Once your location is updated you’ll be able to see your location(in BLUE) and all the buyers OR sellers(in GREEN) around you on the connections/nearby map.

How to add my Locations/Addresses on FreshonTable Business(Buyer) App?

Tap on Profile and select Manage Address from the list to add or edit addresses/locations. Add a new address and click on ‘Tap to capture location’ to update your location on the map. DRAG the map to move the marker to the desired location and press save. A new address will be added. This will be your default address and will be on top of the page. Never delete this address on top else your second address will become your default address. Your default address is displayed to the sellers around your area. The multiple addresses can be your billing, shipping as per your requirement.

Can I add more than one delivery address in a Business(Buyer) account?

Yes, you can add multiple delivery addresses in your FreshonTable Business(buyer) account. However, remember that all items placed in a single order can only be delivered to one address. If you want different products delivered to a different address you need to place them as separate orders.

How to add my Locations/Addresses on FreshonTable App?

Tap on Profile and select Manage Address from the list to add or edit addresses/locations. Add a new address and click on ‘Tap to capture location’ to update your location on the map. DRAG the map to move the marker to the desired location, press ‘save’ and a new address will be added. This will be your ONLY and default address, used for pickups and communications and will be on top of the page. Never delete this address as your default address is displayed to the buyers around your area.

Where is my location on the Connections map?

Your location is marked with a BLUE Marker on the connections page.

What are the different Markers on the Connections Map?

If you’re a business buyer, you’ll see all the sellers around your hyperlocal area and vice versa. The markers on the map denote the following:

  • Blue – My location
  • Green – Buyers OR Sellers

How do I edit/delete an address?

Tap on Profile and select Manage Address from the list to add or edit address/location. Left swipe on the address panel and you’d see the edit and delete icons. Tap on the edit button to edit the address and tap on the delete button to delete the address. We strongly recommend not to delete all the addresses on the profile and keep the top address as the default address.

Can I have multiple registrations?

Each email address and phone number can only be associated with one unique FreshonTable account.

Can I have multiple accounts with the same mobile number and email ID?

Each email address and phone number can be associated with one FreshonTable seller, business(buyer) OR consumer account only. That means you can make a buyer and a consumer account with same email ID/phone but you can’t make two buyer accounts with the same email/phone number.

Why am I asked for an Activation Code? What do I need to do?

FreshonTable is right now an Invite-only premium platform without the premium prices. Get in touch with our sales team at support@freshontable.com to get an activation code and all the help you need to onboard on our platform.

Can I have multiple business(buyer)/seller accounts for the employees in my organization with different mobile number and email address but the same or common delivery address?

No. You can’t have multiple users under the same organization/account. Every organization/account is mapped to only ONE user.

If you create extra seller/business(buyer) accounts for other employees in your organization with different mobile number/email address, then those accounts will be regarded as a separate entity on the FreshonTable Platform. Hence, the seller will see multiple accounts of a single buyer and vice versa on the connections map creating confusion for the sellers or buyers respectively.

Where are my orders?

ORDERS is the section you reach after from your quick menu once you place an order to the sellers or receive an order from a business(buyer) on FreshonTable. The Orders page allows you to track your ongoing orders, invoices, credit purchase/sale details as well as your order history.

What are “credit limit” and “credit days”?

Using FreshonTable, you can sell your products or produce to your buyers on credit and keep a track of that using the app. The credit limit is the total credit value assigned by a seller to a buyer. Credit days gives time-frame to the buyers to settle old dues to place new orders. Buyers can request for more credit while placing the order from the sellers if the current credit limit isn’t sufficient but the buyers can’t view the actual amount set by the seller for them.

How can I assign credit limit and credit days to my business connections(buyers) from the seller app?

Assigning “Credit Limit” and “Credit Days” to a business connection(buyer) is very simple. Just open the buyer profile and tap on the “Credit Limit” tab under the profile picture and assign credit limit and credit days to the buyer. The buyers will not be able to place any new credit orders to you if the old dues are not cleared once the credit days have surpassed or all the credits have been used up but the buyers can still place cash-orders even with old dues.

Note: FreshonTable doesn’t take any responsibility for the credits given by the sellers to the buyers for selling their produce. The sellers are solely responsible for credits given by them to the buyers on the FreshonTable Platform

As a FreshonTable Seller, how do I give credits to a wholesale buyer?

When a buyer adds your products to the cart and just selects Credit Purchase to buy products on Credit. A credit request note will be sent to you immediately, You’ll have to acknowledge it within 24 hrs and give credits to accept the order. Since it’s a marketplace, If you fail give credits within the stipulated time, the order will be cancelled automatically by FreshonTable leaving behind an unhappy buyer  🙁

What are the modes of payment?

You can pay for your order on FreshonTable and FreshonTable Business using the following modes of payment:

  1. Credit Purchase
  2. Credit and debit cards (VISA / Mastercard)

Alternatively if you’re a business buyer, you can get in touch with our support team at finance@freshontable.com if you wish to make payments and settle dues through bank transfers or netbanking.

How do I clear my credit dues? 

You can either clear your credit dues against each Order on your Orders Page before the due date by using your credit or debit card or pay us for all unpaid orders together using netbanking. Send us the Order IDs of the orders you want to clear to finance@freshontable.com and we’ll assist you to send us the right amount through netbanking to our bank account.

As a FreshonTable Business user, how do I order products on Credit?

When you add products to your cart and after the Review Order page, just select PAY LATER to buy products on Credit. A credit request note will be sent to all the sellers in the cart, who’ll have to acknowledge it within 24 hrs to accept the order. Since it’s a marketplace and If a seller fails to do so, the order from that particular seller will cancelled but the order to the other sellers will be placed.

Are there any other charges or taxes in addition to the price shown on the FreshonTable and FreshonTable Business apps? Is VAT added to the invoice?

The VAT will be applicable on your order as per Government Regulations. VAT is already included in the product prices, bifurcation of VAT amount will be shown on the invoice.

If I pay by credit card, how do I get the amount back for items not delivered?

If we or the sellers are not able to deliver all the products in your order and you have already paid for them online, the balance amount will be refunded to your bank account. Please contact our customer support team at support@freshontable.com and we will refund it back on to your card.

As a Seller, how can I deliver the products to the Buyers?

Sellers have to drop off the products to one of our fulfillment hubs in the UAE, once they receive the order, along with the Customer Copy of the Invoice. Our Fulfillment Partner will handle it from there on. Get in touch with your account manager or reach out to us on support@freshontable.com to know more about it.

As a Seller, What do I have to take along for Delivery?

Once you receive the order, pack the produce, put it in one of the boxes provided by FreshonTable and drop them off to one of the fulfillment hubs in the UAE along with the Customer Copy of the invoice. The customer copy helps us to avoid confusion, to identify the order dropped by you and to combine products from multiple sellers in an order.

As a buyer, how can I get the products delivered to my door?

During checkout, the buyers can opt for desirable available delivery slots and we’ll happily fulfil your order and deliver to your doorstep. 🙂

Can I Cancel or Modify my order?

Unfortunately, you can NOT cancel or modify any products in order from the apps once it is placed. Only during emergency situations or unforeseeable circumstances, you can contact our support team at support@freshontable.com for any modifications or cancellations. Any modifications or cancellations are at the sole discretion of FreshonTable Team.

Can I change the delivery address of my order?

Unfortunately, you can NOT modify or change the delivery location of the order once it is placed. Only during emergency situations or unforeseeable circumstances, you can contact our support team at support@freshontable.com for any modifications in delivery addresses. Any modifications or changes are at the sole discretion of FreshonTable Team.

How do I contact customer service?

Our customer service team can be reached via email at support@freshontable.com.

What do I do if an item is defective (broken, leaking, expired)?

In case you are not satisfied with a product received you can return it to the seller or the or you can contact our customer support team and we will do the needful. We request you to report any quality/quantity related issues to our Customer Care team at support@freshontable.com within the first 4 hours of accepting delivery of the order. Please share the image of the damaged products

How will I get my money back in case of a cancellation or return? What are the modes of refund?

The amount will be refunded to your bank account. In case of credit card payments, we can also credit the money back to your credit card. Please contact customer support at support@freshontable.com for any further assistance regarding this issue.

Do you have offline stores?

No. We are a purely online marketplace and do not have any brick and mortar stores.

As a seller, how do I register my bank account with FreshonTable to receive payments?

Open your FreshonTable Seller app and tap Profile from the quick menu. Go to “Setup Payments Account” tab and fill in your bank credentials carefully. For any queries, feel free to reach out to finance@freshontable.com

As a seller, when do I receive my payments from the sales I have done?

FreshonTable has a 15-day settlement cycle. For all the cash sales, the money is transferred to your registered bank account within 15-20 business days. For your credit sales, the money is transferred only after your buyer has settled the dues for the order. Note: FreshonTable will hold your dues only during unforeseeable circumstances. For any queries, feel free to reach out to finance@freshontable.com

I have made sales but I haven’t received the payments yet?

FreshonTable has a 15-day settlement cycle. For all the cash sales, the money is transferred to your registered bank account within 15-20 business days. For your credit sales, the money is transferred only after your buyer has settled the dues for the order. If you still haven’t received your payments, it’s because you haven’t registered your bank account with FreshonTable Seller App yet. For any queries, feel free to reach out to finance@freshontable.com

How do I raise a claim with customer service for any of the Guarantees – Delivery Guarantee, Quality Guarantee?

If you face any issues with price, quality or delivery of products we will take every measure to address the issue and make it up to you. Please contact our customer support team at support@freshontable.com with details of your Order ID as well as the issue you faced.

The fish/chicken/vegetables I ordered does not look exactly like the photos displayed in the app?

Please note that the size and color of the products may or may not resemble the picture shown on the site. The images can be for representational purposes and solely owned by the seller of the product.

Why is there a Minimum order amount for consumers?

An AED 200 minimum/order and AED 25 minimum/seller for FreshonTable orders helps us create a sustainable business, both environmentally and operationally. You can buy from as many sellers as you want from our marketplace in a single order and they will be delivered fresh, straight and directly from the farms.

Is there a delivery Fee applicable on the order?

Yes, there is a flat delivery fee of 25 AED on every consumer order, the business buyers don’t have to pay it from their app. This is to make our marketplace ecosystem & logistics sustainable.

Is there a Minimum order amount for the FreshonTable Business App account?

An AED 500 minimum/order and AED 100 minimum/seller for FreshonTable Business orders helps us create a sustainable business, both environmentally and operationally. You can buy from as many sellers as you want from our marketplace in a single order and they will be delivered fresh, straight and directly from the farms.

Are your products locally sourced?

Yes, all the sellers on our platform are carefully hand-picked by us and they sell only locally grown products as we strive to promote and support the local communities and reduce the food miles and eventually the carbon footprint of the food coming from the farm to your table.

How do I apply a Coupon Code?

Available Coupon Codes can be found on the Review Order Page after you click Review Order on the Cart page. You can apply the coupon from one of the available coupons in the list or type down a coupon if you already know the code.

How many Coupon Codes can I apply?

You can apply only ONE coupon code per order.

Where can I find my order receipt?

Your order receipt will be emailed to you via your registered email ID. If you can’t find it, please check your Spam Folder.

Where can I find my Tax Invoice?

The customers will receive physical individual tax invoices for the order raised from all the Sellers(including FreshonTable DwC LLC) along with the products after a successful delivery has been done.