Domestic Seller FAQ

Marketplace Sellers are responsible to set up how the tax is collected on their orders.

Depending on customer’s shipping address and which province or territory the order is shipped to, Newegg Canada will collect GST, PST/QST or HST according to laws and regulations from relevant Federal or/and Provincial tax authorities.

• For Canada based seller who operates business and order fulfillment center within Canada, Newegg Canada will collect GST, PST/QST, or HST based on the registration numbers provided in Seller Portal for customer orders placed on Newegg Canada website depending on which province or territory the order is shipped to. Newegg will then remit all taxes collected from customer orders to seller according to Newegg Canada Marketplace payment terms and seller will be responsible to remit all taxes to appropriate tax authorities.

• For Non-Canada based sellers who operates order fulfillment center within Canada, seller is required to provide Federal and Province Registration Numbers in Seller Portal and follow the same sales tax collection and remittance guidelines as seller who operates business and order fulfillment center within Canada stated above.

• For Non-Canada based seller who operates both business and order fulfillment center outside of Canada, Newegg Canada will not collect GST, PST/QST, or HST for customer orders placed on Newegg Canada if Federal and Province Registration Numbers are not provided in Seller Portal.

• Environmental Handling Fee (EHF) Collection:

Newegg will collect Environmental Handling Fee (EHF) which includes Battery Recycling Fee, Tire Recycling Fee, Environmental Recycling Fee, and Eco Fee for applicable product purchased by customer on Newegg Canada website based on Federal and Province Registration Numbers seller provided in Seller Portal. Newegg will then remit all Environmental Handling Fee (EHF) collected to seller according to Newegg Canada Marketplace payment terms and seller will be responsible to remit Environmental Handling Fee (EHF) to appropriate Canadian Government Authorities.

If Federal and Province Registration Numbers are not provided in Seller Portal, Newegg Canada will still collect Environmental Handling Fee (EHF) for applicable product purchased by customer and Newegg Canada will be responsible to remit Environmental Handling Fee (EHF) to appropriate Canadian Government Authorities

Please advise the customer to contact our support team by emailing marketplacesupport@newegg.ca. We will be glad to address all questions and concerns.

For any Shipped by Newegg (SBN) order, Newegg Canada will collect GST, PST/QST, or HST based on Federal and Province Registration Numbers seller provided in Seller Portal depending on which province or territory the order is shipped to. Newegg will then remit all taxes collected to seller according to Newegg Canada Marketplace payment terms and seller will be responsible to remit all taxes to appropriate tax authorities.

For Non-Canada based seller, Newegg Canada will not collect any GST, PST/QST, or HST if Federal and Province Registration Numbers are not provided in Seller Portal.

Your seller account may be inactive because it was recently created. As part of our quality assurance procedure, we ask sellers to begin the process by uploading product under their Seller Portal. Once a few products have been uploaded, we will review your listings and help correct any potential mishaps in the process.

This quality assurance procedure has effectively helped many sellers start off on the right foot and helps produce more sales. Once you have created your items, they will appear as inactive until your seller account has been activated. Our Category Manager will verify your items and then activate your account so that you can begin selling in our Marketplace platform.

If you have any questions, you may contact our support team at marketplacesupport@newegg.ca

There are two options for seller to handle customer returns. On orders fulfilled by seller, seller can

1. setup their own return address through Seller Portal if seller has a commercial address within Canada and seller is able to physically process the customer returns at the address within 48 hours after the return packages arriving at the address. Seller is not allowed to setup address outside of Canada for customer return purposes. For more details how to setup the return address through seller portal, please check out our seller portal guide by click the “?” on the top right corner once log into your seller portal account.
2. elect to use Newegg Return Services through which Newegg will help seller to process customer returns on the Newegg orders seller ships out. To use Newegg Return Service, please contact our support team at marketplacesupport@newegg.ca

• A courtesy refund is used when you want to issue a partial refund back to the customer.
• An RMA refund is used when you are requiring our customer to return the merchandise back to you.

Please see our RMA Processing Guide in the help section located on the top right side of our Seller Portal for more information.

Please Note: A courtesy refund does not refund commission Newegg.ca has collected and it does not refund Sales Tax (if applicable) back to the customer. Full RMA refunds accepted by you as a Seller will result in a refund of the commission Newegg.ca has collected back to you.

Newegg Marketplace Buyers can be confident they will receive the same level of customer service they’ve come to expect from Newegg when purchasing from Marketplace Sellers. With that in mind, we offer the Newegg Marketplace Guarantee for purchases made from our third-party Sellers. With the Newegg Marketplace Guarantee, if a Buyer meets the requirements below, they may be eligible for reimbursement of the purchase price of any item they purchase from a Newegg Marketplace Seller. 

To be eligible for the Marketplace Guarantee for an item ordered from a Marketplace Seller, Buyers must meet all of the following requirements:

1. The item was:
   (a) never received by the Buyer or
   (b) received by the Buyer but is damaged, defective, or materially different from what was displayed on the Newegg.com website by that seller or
   (c) received by the Buyer and eligible for a return.
2. If the item was damaged, the Buyer notified the seller within 15 days after receiving the item.
3. If the item is eligible for a return and the Buyer filed a Return Request according to the return procedures.
4. Buyer returned an eligible item according to the return policy, including all parts in their original condition to the Seller and following the Seller’s applicable return policy and procedures.
5. The Seller did not refund the amount the Buyer paid for the item (net of any reasonable restocking charge imposed by the Seller and original shipping cost when appropriate).

We at Newegg will do our best to approve or deny any request under the Newegg Marketplace Guarantee within 1 or 2 weeks. Processing of requests may be shorter or longer depending on the complexity of the request and the volume of requests received.

Marketplace Sellers are responsible for managing and supporting Buyer orders, including shipping and handling, customer service, exchanges, and returns. If Marketplace Buyers have questions about a product purchased from a Marketplace Seller or a problem with a Marketplace order, the Buyer should contact the Seller directly. If the Buyer cannot resolve the issue with the Seller, Newegg Marketplace Customer Service is available to help resolve issues according to the Newegg Marketplace Guarantee.

1. The Seller failed to deliver the item past the maximum estimated delivery date.
2. The item was not shipped, nor was a refund issued.
3. The item was lost in transit, and the Seller could not provide proof of delivery.
   *Note for Sellers*Resolve an “item not received” Return Request by providing the proof of delivery
4. The item arrived but is damaged, defective, or materially different from what was described on the Newegg.com website.
5. Invalid tracking number(s) provided to the Buyer.
6. The Seller’s failure to respond to the Buyer’s email in 2 business days.
7. Item is eligible for a return, and the Seller failed to respond adequately to the Buyer’s Return Request.
8. The item was returned to the Seller; however, the return was not processed.
9. The Seller agreed to refund the Buyer but never completed the refund.
10. The item had a warranty listed at the time of purchase, but the manufacturer had denied the advertised warranty.

For every Return Request, you will receive an email notification with details. You can also review the request details at Seller Portal > Order > Return List. We encourage you to regularly check your Seller account to be sure you’re aware of all Marketplace Guarantee Return Requests filed against you.

For each Return Request, the Seller has 5 business days to work with the Buyer to resolve any issues. After that window, the system will automatically process the Return Request for the Buyer.

Buyers may submit a Return Request under three main classifications:

1. Return Reason: Item Not Received
2. Return Reason: Damaged Item
3. Return Reason: All Other Causes

Return Reason: Item Not Received –

For this classification, the system will not auto-generate a return shipping label. Instead, the system will notify the Seller via email that a Return Request is active.

The Seller has four options:

1. Process the refund. This completes the Return Request.
2. Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
3. Provide shipping label. The seller can either use a Newegg Shipping label or their own for the customer to return the damaged product. Once received, the seller can process the refund or replacement and the Return Request will be closed.
4. Failure to Process Refund. If a Return Request is not processed or appealed within 5 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.

Return Reason: Damaged Item –

For this classification, the system will not auto-generate a return shipping label. Instead, the system will notify the Seller via email that a Return Request is active.

The Seller has three options:

1. Process the refund. This completes the Return Request.
2. Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
3. Failure to Process Refund. If a Return Request is not processed or appealed within 5 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.

Return Reason: All Other Causes–

For this classification, the Buyer will select on the Newegg website if they desire a refund or replacement and choose whether they want to use a Newegg Shipping Label or their own label.

The Seller has three options:

1. Process the refund. This completes the Return Request.
2. Appeal. The Seller can appeal the Return Request, which notifies Newegg Marketplace Seller Support to investigate the appealed Return Request and determine the outcome. This completes the Seller’s portion of the Return Request unless Seller Support indicates additional actions are required by the Seller.
3. Failure to Process Refund. If a Return Request is not processed or appealed within 5 business days, the system will auto-generate an approval for the Buyer. This completes the Return Request and will negatively impact Seller Performance.

To resolve a Return Request, simply visit Seller Portal > Order > Return List and locate the open Return Request. A Seller has the option to immediately resolve the Return Request by processing a return or appealing the request. If no appeal or action is taken by the Seller, a return will automatically process after 5 business days.

Newegg does not require that Buyers return the item they received once reimbursed for an order via the Marketplace Guarantee Return Request. Instead, an arrangement can be made directly between the Seller and the Buyer to return the item afterward.

Please contact our Seller Service Team within 5 business days of receiving the Return Request to appeal a Return Request. Failure to appeal within 5 business days will result in an automatic resolution decision for the buyer.

Suppose a Seller appealed a Return Request within 5 business days and still disagrees with the resolution decision. In that case, they should contact Seller Services. If the resolution decision is automatic and a result of the Seller failing to appeal the Return Request within 5 business days, then the resolution decision stands and cannot be altered.

Failure to act on the mandatory 5-day Return Request window will affect your order defect rate. However, please be advised all RMA refunds issued through the account will remain within your performance metrics as a record of the refunds issued on the account.

Yes, you will get fraud protection if you follow all the appropriate Newegg.ca guidelines, which are listed in the Merchant Agreement.

You are allowed 72 hours to ship an order upon receiving order confirmation from us. After 72 hours, orders will auto-void and you will not be paid, regardless if you have shipped the merchandise or not.

No, you are allowed 72 hours on all items sold on Newegg Canada Marketplace. If you know that certain items require more than 72 hours to prepare, we encourage you not to list those items on our marketplace.

No, Newegg will not be responsible for pursuing payment on your behalf. Fulfilling orders within 72 hours is the responsibility of our sellers.

No, Newegg will not credit sellers for merchandise loss. If an order is not shipped within 72 hours, sellers are responsible.

No, the 72 hour deadline includes working business days only. Each order has a date time stamp which indicates when orders will auto-void. The 72 hour time-stamp is calculated in Pacific Standard Time (PST). This timestamp is located in the Order List in our Seller Portal.

Please note: If you are not in the Pacific Standard Time Zone, please process your orders earlier to prevent auto-voids.

Our Data Feeds Team can assist you via e-mail at: datafeeds@newegg.ca.

You may contact your respective category manager with your concern. If you are uncertain who to contact, please e-mail marketplace@newegg.ca.