Supplier FAQs

Q. How do you add a “Simple Product”

  • Go to Products > Add New. You then have a familiar interface and should immediately feel at home.
  • Enter a product Title and Description.
  • Go to the Product Data panel, and select downloadable (digital) or self delivery/virtual (service) or catalogue

Q. How do you add a “Product Image”

The Product Image is the main image for your product and is reused in different sizes across your store.

Adding, removing and editing a product image is done in the same way as featured images for posts and pages.

Q. How do you add a grouped product

A grouped product is created in much the same way as a Simple product. The only difference is you select Grouped from the Product Type dropdown.

Q. How do you create the Grouped product

  1. Go to: BrownSense > Products > Add New.
  2. Enter a Title for the Grouped product, e.g., Back to School set
  3. Scroll down to Product Data and select Grouped from the dropdown. The price and several other fields disappear. This is normal because a Grouped Product is a collection of ‘child products’, which is where you add this information.
  4. Publish.

The Grouped product is still an empty group. To this Grouped product, you need to:

  • Create products and add them
  • Add existing child products

Having the choice to first create Simple products and add them to a Grouped product later; or first create a Grouped product and add Simple products later gives you flexibility to add Simple products to more than one Grouped product.

Q. How do you add a virtual product

When adding a Simple product, you can tick the Virtual checkbox box in the product type panel

With Variable products this checkbox is moved to each variation.

Enabling this, disables all shipping related fields such as shipping dimensions. A virtual product will also not trigger the shipping calculator in cart and checkout.

Q. How do you add a downloadable product

When adding a simple product, you can tick the Downloadable checkbox box in the product type panel. This adds two new fields:

  • File path — Path or url to your downloadable file.
  • Download limit – Limit on number of times the customer can download file. Left blank for unlimited downloads.

For maximum flexibility, downloadable products also incur a shipping cost (if, for example, you were offering both a packaged and a downloadable version of a product, this would be ideal). You can also check the Virtual box if the downloadable product is not shippable.

Q. How do you add a variable product

Variable products are arguably the most complex of product types. They let you define variations of a single product where each variation may have a different SKU, price or stock level.

Variable products are a product type in Brownsense.Africa that lets you offer a set of variations on a product, with control over prices, stock, image and more for each variation. They can be used for a product like a shirt, where you can offer a large, medium and small and in different colors.

Adding a Variable Product
Step 1. Set the Product Type

To add a variable product, create a new product or edit an existing one.

  1. Go to: BrownSense.Africa > Products.
  2. Select the Add Product button or Edit an existing product. The Product Data displays.
  3. Select Variable product from the Product Data dropdown.
Step 2. Add Attributes to Use for Variations

In the Attributes section, add attributes before creating variations — use global attributes that are site-wide or define custom ones specific to a product.

Global Attributes

To use a global attribute:

  1. Create global attributes.
  2. Select one from the dropdown and click Add.
  3. Choose Select all to add all attributes to the variable product (if applicable).
  4. Enable the Used for variations checkbox to tell Bronsense.Africa it’s for your variations.
  5. Click Save attributes.
Step 3. Add Variations

To add a variation, go to the Variations section in the Product Data meta box.

Manually Add a Variation
  1. Select Add variation from the dropdown menu.
  2. Select attributes for your variation.

Q. What is the ideal image size to use with Brownsense.Africa site?

We recommend a minimum size of 1000 x 1000 pixels, width, and height. This renders well for the main/featured image, catalog image, and thumbnail image. Images that are larger are even better, especially if you’re selling items with great detail.

It’s possible to use images of lower resolution. However, your images are a key tool in selling and promoting your products and services online, so they should be of high quality.

Q. What happens if I forget to set an image size?

Brownsense.Africa automatically sets a size for you and generates images for customers to see on the front end.

Q. I am getting orders, but no emails are sending!

There are multiple factors that can be the cause. Before explaining the actual mail side of the issue, please ensure that it’s not one described below.

Check if orders are pending

If your new orders have the status Pending, no email would have been sent yet. Pending orders are orders where the customer selected Place Order but abandoned the payment page (depending on the payment gateway, i.e., PayPal) or had their credit card transaction declined.

If you have pending orders but receive payment for them via a payment gateway such as PayPal, the orders are not being updated, and this could indicate a problem with the payment gateway. In this case, you are not looking at a email issue; you are looking at an issue with your payment gateway and may need to submit a support ticket.

Orders that are properly updating to Processing should generate an email.

Q. What is a theme?

A theme, synonymous with template or skin, is a ready-to-use layout and design that you can activate on your WordPress site. WordPress handles all of the content for you (posts, pages, comments), while the theme transforms that content into a beautiful and clean layout for visitors to enjoy. Many themes come with configurable options via the WordPress Customizer

Q. When I try to add a coupon, I get an “Invalid Post” type error?

Check whether use of Coupon is enabled in your store. If it’s not enabled, enable it. You can find the setting at Brownse.Africa> Settings > General > Enable coupons.

Q. Is it possible to have a coupon for each variation of the variable product?

No, currently, you cannot set a coupon for each variation.

Q. How to access Inventory Form

1. Go to My Store, Click on the 4th top right icon (Knowledgebase)

2 Click on “view” icon

3 Click on the link to download the form

Customers FAQs

Order Status Questions | Shipping and Delivery Questions | Payment Information | Returns and Refunds | Collection

Order Status

Q.    How do I place an order?

A.       Log in with your registered account. Navigate to the Shop options on the Home page, click on a product that you are interested on buying. Click on Add to basket – product selected will be added to My Cart. Hover over My Cart – Two option of selection will be displayed Checkout and Cart. Click Checkout – A billing screen is displayed. Proceed by selecting “Place Order”. Fill in card details as required. Proceed by selecting the “Next” option. A loading screen appear and returns to Checkout page with the following information:

  • Order Confirmation message
  • Order Number
  • Order Details
  • Refund Request Option
  • Also, a payment confirmation statement was sent via email

Open email via Web Browser to verify to verify if payment was approved and correct. Payment is approved and payment information is displayed which includes:

  • Merchant Number
  • VAT Registration
  • Transaction Date
  • Amount Paid
  • Payment Method.

Q.      Why should I buy online?

A.    Speeding up the process. By ordering online you will you will get prices faster and you will be able to go through order confirmation and payment process much faster. This could save days of your time.

Traceability: You will have easy access to all of your previous orders any time you want.

Reordering:  you can make a re-order anytime based on your previous orders by only couple of clicks. This will save time and effort as you don’t need to go through all the documents and emails from the past.

Q.    How long will it take my order to arrive after I make a payment?

A.       Your order will be delivered by the Estimated Delivery Date provided in your Payment Confirmation email.

Shipping and Delivery

Q.    How do I change a shipping address?

A.    Hover over the My account options on the Home Page-Two option of selection are displayed Checkout and Cart. Click on the Cart option- Cart page is displayed with a list of the products you added to your cart.

 Scroll down to “Cart Totals” – Table Cart total table is displayed with the following information:

  • Subtotals
  • Shipping
  • Total

Select “change address” option in the shipping column (A drop-down will appear to be completed). Fill in shipping details as required, Select the update option – A loading screen will appear, and shipping details updated successfully as required.

Q.    Can I change my shipping address after confirming an order?

A.    It is not possible to change your delivery address after confirming your order. You must therefore always double check that your address details are correct at checkout.
To change your delivery address permanently for future orders, you can do so by going to your profile and updating your details there.

Q.      What happens if there has been a delivery mishap to my order?

A.    Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return on the Website.

We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).

Q.      What do I do if a product is missing from my shipment/delivery?

A.    You will need to send an e-mail to support@14d7b5a4-eu-de.lb.appdomain.cloud and provide us with your order number. Confirm which item is missing in the shipment received. One of our friendly online shopping assistants will contact you and assist you

Q.      Do you ship packages internationally?

A.    No, Brownsense.africa is currently shipping locally

Q.    Can I choose to collect instead of accepting delivery?

A.       Yes, you will have the option to collect when concluding you purchase

Q.     Can I track my order?

A.        We will send you the tracking code of the shipment when the parcel has been sent.

Q.     Shipping cost?

A.        Shipping costs are dependent on your location and products on your order. Our online store shows the shipping fee and shipping cost automatically on the checkout.

Payment Information

Q.      What payment methods do you accept?

A.    Card payment ,Instant EFT and Installment Payments

Q.      Can I pay with multiple Visa, Mastercard, American Express cards on one order?

A.    You cannot use multiple cards to purchase an item. You can only use one card

Returns and Refunds

Q.      How do I do a refund request?

A.       Hover over the My account options on the Home page, click on Orders and select the order you wish to query and click the “Refund” Request option

Click the “Refund Request” option and verify if all information is correct.

Refund Request Form is displayed on screen with the following information:

•      Product

•           Quantity

•           Total Refund amount.

•           Product Price

•           Total Refund amount.

Proceed by completing the options below:

  • Subject of Refund Request
  • Reason of Refund Request

Click “Submit Request” A loading screen appears and returns to “My account” page. Click “My order “option. Verify order number, status and all information is correct and status displays “Refund Requested

Q.      Can I return an unwanted product?

A.    You can return an unwanted product to us at no charge, provided:

  • it is undamaged and unused, with the original labels and stickers still attached;
    • save in relation to Unboxed Deals, reconditioned products and used products, it is in the original packaging, which must be undamaged and in its original condition with all seals still intact (if applicable).
    • it is not missing any accessories or parts;
    • you log a return on the Website within 20 days of delivery to you or collection by you of the unwanted product. After 30 days, you can only return a product if it is defective

Q.      Do you refund for a change of mind?

A.    Where you have changed your mind and would like a credit for a product, you can return it provided the product is not:

  • a digital product such as an eBook, electronic voucher, gaming code or other digital download;
  • an audio or video recording or computer software that has been unsealed;
  • a newspaper, periodical or magazine;
  • a foodstuff, beverage or other product intended for everyday consumption;
  • a nursing or maternity product that has been unsealed, including (but not limited to) breast pumps, bottles, formula, maternity underwear, nappies, and wipes;
  • a beauty product or fragrance which has been used;
  • a product which has been personalised for you or made to your specifications; or
  • a flatpack furniture product that has been assembled after delivery.

We will collect the product from you at no charge. Once we have inspected the product and validated your return, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference)

Q.      Can I exchange my order instead of returning it?

A.    Fashion and sportswear products can be exchanged for a different size or colour variation, provided that such variation is available. An Unboxed Deal, reconditioned product or used product can only be exchanged for a variation of the same Unboxed Deal, reconditioned product or used product, if such variation is available. In such a case, we will collect the product from you and deliver the requested product to you at no charge. If such variation is not available, we will credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference). We are entitled to inspect the product to validate your return.

Q.      What is your return and refund policy?

A.       We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair / replace it, or credit your account, subject terms. This Policy applies to products bought from BrownSense.Africa itself and from Third Party Sellers. Please note that eBooks and Online Course Codes are dealt with separately in section 5.

Certain parts of this Policy do not apply to Unboxed Deals, reconditioned products or used products, and this is indicated in the relevant sections. Unboxed Deals are returned products that are offered for sale at discounted prices, because their original packaging is damaged, unsealed or missing, or the products show signs of handling and/or re-packaging.

This Policy forms part of the BrownSense.Africa Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.

Q.      What do I do if I receive a wrong order?

A.    If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to notify us within 7 days of such delivery / collection by logging a return on the Website. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 10 days of the return (or refund you if that is your preference).


Q.       Do you allow someone to collect on my behalf?

A.    Yes, you can authorise someone else to collect your parcel. You must ensure that the person has their valid ID, Passport or Driver’s licence and the order number.????? (I am not sure about this one)

Q.      Can I change my selected Pickup point?

A.    You cannot change a pickup point once the order has been confirmed.

Q.     Changing the shipping address?

A.       You can easily change your shipping address on your account. You just need to login and click “my account” then “addresses” and “edit”.  You can also change the shipping address during the checkout process if you need. Just click “edit” below “shipping address”.

Technical Questions

Q.      How do I registering an account on BrownSense.Africa?

A.    Click on the My account options on the Home page – My account page is displayed with the options to login or register an account. Under register enter in a valid email address and review the privacy policy. Once completed click on Register.  Automatically logged in with the following selective options on your dashboard:

  • My Downloads
  • My Orders
  • Edit Account
  • Edit Address
  • Logout
  • as well as a password for your account will be sent via email.

Q.    How do I log in my account?

A.    Click to the My account options on the Home page – My account page is displayed with the options to login or register an account.

            Under Login enter email address and password. Once completed click on Login.

            Logs user in with the following selective options on your dashboard:

  • My Downloads
  • My Orders
  • Edit Account
  • Edit Address
  • Logout

Q.      How do I access my account if I have forgotten my password?

A.    Click on the Login/Sign-up man icon on the top right-hand side of the screen – My account page is displayed with the options to login or register an account.

            Under Login enter valid email address then click on Lost your passwordMy account page is displayed with a message “Lost your password? Please enter your username or email address. You will receive a link to create a new password via email”.

            Enter username or email address then click Reset passwordMy account page is displayed with a message “Password reset email has been sent”

            Verify email has been sent – Email with password reset request has been sent with an option to open a link stating “Click here to reset your password”.

            Click on Click here to reset your password – My account page is displayed where you can enter new password.

            Enter new password, re-enter new password that contains more than 5 characters followed by clicking saveMy account page is displayed with a message “Your password has been reset successfully”.

            Under Login enter email address and password. Once completed click on Login.

            Logs user in with the following selective options on your dashboard:

  • My Downloads
    • My Orders
    • Edit Account
    • Edit Address
    • Logout