Seller FAQ
Everything you need to know about selling on TotalStore
Getting Started
How do I become a seller on TotalStore?
Register at totalstore.ug/seller/register, fill in your business details, and submit for review. Our team approves new sellers within 2 business days.
Is there a fee to sign up?
Registration is completely free. TotalStore only earns a commission (typically 8–12%) when you make a sale.
What documents do I need?
For businesses: Certificate of Incorporation, TIN, and a valid ID. For individuals: National ID or Passport only.
How long does approval take?
Usually 1–2 business days. You'll receive an SMS and email once approved.
Products & Listings
How many products can I list?
There is no limit on the number of products. Free plan sellers can list up to 100 products; premium sellers have unlimited listings.
What categories can I sell in?
You can sell in Electronics, Fashion, Home & Living, Food & Groceries, Health & Beauty, Baby & Kids, Sports, and more. Restricted categories (e.g. pharmaceuticals) require additional certification.
How do I add product variants (sizes, colours)?
In the product creation form, scroll to "Variants". You can add as many combinations as needed, each with its own price and stock.
Can I offer discounts or run promotions?
Yes. You can set a "Compare At" price for strike-through discounts, or enrol products in TotalStore Flash Sales campaigns.
Orders & Fulfilment
How am I notified of new orders?
You receive an SMS and push notification instantly when a customer places an order. You can also see all orders in your Seller Dashboard.
How long do I have to process an order?
Orders should be confirmed and handed to the rider within 24 hours. Failing to fulfil orders on time may result in penalties.
Do I arrange my own delivery?
No. TotalStore's rider network handles delivery. You simply need to package the order and make it ready for collection.
Can I cancel an order?
You can raise a cancellation request for an order if stock is unavailable. Excessive cancellations will affect your seller rating.
Payments & Payouts
When do I receive payment?
Funds are released 48 hours after successful delivery confirmation. Payouts are made every Tuesday and Friday via MTN MoMo or bank transfer.
What is TotalStore's commission?
Commission varies by category (8–15%). The exact rate is shown before you list a product and in your earnings reports.
How do I track my earnings?
Go to Seller Dashboard → Finance for a full breakdown of revenue, commissions, pending payouts, and completed transfers.
What if a customer requests a refund?
If the return is approved, the order value (minus commission) is deducted from your next payout. You'll be notified throughout the process.
Performance & Support
What happens if my seller rating drops?
Sellers with ratings below 3.0 receive a warning. Continued low performance may result in restricted visibility or suspension.
How do I contact seller support?
Email sellersupp@totalstore.ug, call +256 700 000 000 (Mon–Sat, 8am–8pm), or use the live chat in your Seller Dashboard.
Can I have multiple stores?
Currently, one store per business registration is allowed. Contact our team if you need multi-store access.
Still have questions?
Our seller support team is ready to help you succeed.