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Frequently Asked Questions

TRADING ON THE HIVEXCHANGE

I forgot my password, can I reset it?

Yes. On the Hivefloor and HiveXpress app login pages there is a ‘Forgot Password’ link. Click the link and follow the prompts to reset your password.

How do we add or remove users within our business?

To add or remove users you need to notify the HiveXchange on 1800 417 017 or via email.

As a seller how do I trade without affecting my current relationships?

You control who you sell to, at what price and under what terms.

The HiveXchange is a private marketplace – buyers can only see a seller if an offer is made to them directly. You can offer the same product to different buyers at different price points. Buyers cannot see another buyer’s offer or sale.

This allows you to diversify who you sell to, while allowing you to maintain price and supply integrity with your existing channels.

Is my data secure?

Yes, your data is safe with us. Security and privacy of your data is our number one priority. We adhere to the National Privacy Principles established by the Privacy Act 1988 (Cth) (Privacy Act) and perform automated and manual security testing on a regular basis.

What trade protections do I have?

All orders and chats conducted through the HiveXpress app and Hivefloor are recorded and securely stored on the Hivefloor. Providing both buyer and seller with easy access to a full audit trail for their trades. This along with the HiveXchange terms of trade and T-ecommerce workflow ensure all trades comply with the Horticultural Code of Conduct.

How much does it cost?

It costs nothing to set up or to register, all you need is access to an internet browser. You can download the HiveXpress app for free via the App Store or Google Play.

For a seller, it costs nothing to post an offer. The HiveXchange will only charge the seller a 5% service fee (of total value of sale) after a successful sale. There is no service fee for a buyer when they purchase.

Are you an agent or broker?

No. The HiveXchange is a completely independent business and is not aligned or supported by any market agent or merchant.

What are the payment terms?

For a seller: When a successful sale is made to a buyer, the HiveXchange will pay the seller within 21 days from the date the product is confirmed as shipped.

For a buyer: When an order is confirmed, payment to the HiveXchange is due within 14 days of receipt of the product.

Although sellers and buyers are trading with each other, when it comes to payments, the sellers only receive payments from the HiveXchange. Likewise, buyers only need to pay the HiveXchange. There is no need to set up multiple suppliers or buyers in your system.

How are rejections managed?

Sellers specify the details of the product and FreshSpecs Produce Specifications are available as a reference in the Hivefloor.

Buyers can report any issues via the Hivefloor. There are specific and contracted protocols for managing rejections. See our Terms of Trade for more information.

How are levies managed?

When the buyer is not paying levies, the HiveXchange will pay levies on behalf of the buyer and seller.

This is automatically tracked in the system. The HiveXchange is a registered levy payer with the Department of Agriculture.

OUR PRODUCTS

What's the difference between the Hivefloor and the HiveXpress app?

The HiveXpress app is our day-to-day sales tool, built for buying or selling on the go. As a seller, you can make offers, negotiate and confirm sales with buyers through chat. As a buyer you can receive offers, purchase and make product requests. Instant notifications on your phone keep you updated about the status of your trade.

The Hivefloor is our trade management tool, whereby all trades made in the App are recorded in the Hivefloor, along with all chat history. Invoicing and shipping details are also accessible and managed in the Hivefloor.

I’m a registered user of the Hivefloor, how do I access the HiveXpress App?

All you need to do is download the HiveXpress app onto your phone. Once downloaded you access the app with the same username and password as the Hivefloor.

Which devices can I use to access the Hivefloor and HiveXpress App on?

The Hivefloor can be accessed on phone, tablet or desktop computer as it runs on an internet browser.

The HiveXpress App is available on both Apple and Android mobile devices. The App will not work on a tablet or desktop computer.

Can different people in my company be assigned different access levels?

Businesses can register as seller or buyer or be both a buyer/seller.

Users within a business can have different permissions or “roles”. For example an admin level user can have access to orders/ purchasing areas in the Hivefloor for accounts purposes only. Whilst a user that is a seller or buyer can make offers/ purchase products and access the admin areas of the Hivefloor too.

There is flexibility for you decide what works best for your business in terms of users and their roles.

Can I access market prices through the HiveXchange?

Yes. The HiveXchange has contracted an independent organisation to collect market prices from all major markets in Australia (Melbourne, Sydney, Adelaide, Perth and Brisbane produce markets). Only the bulk wholesale prices of first grade produce is collected .

The Data is collected within the 5 major markets via multiple qualified, independent and confidential contracts and derived from actual sales from the beginning of market trading to the close of market trading on Mondays, Wednesdays and Fridays.

The data is uploaded into the Hivefloor between 1pm and 2pm on those three reporting days

Which markets I can access via the HiveXchange?

You can reach any buyer on the platform in any market from your location. We tried nationally and also into select international markets. All you need is an internet browser.

SELLERS

Can all buyers and sellers see my offers on the app?

You control who you sell to, at what price and at what terms.

The HiveXchange is a private marketplace, buyers can only see your information if you make them an offer directly. Buyers cannot see another buyer’s offer. You can offer the same product to different buyers at different price points.  Sellers cannot see what your market activity or offer details.

In the HiveXpress App, based on the category of product you are selling, only buyers that have indicated a preference for that product or category will appear in the buyer list for you to select. This helps you to optimise your time, making offers to relevant buyers only.

Do I need to upload photos to an offer?

Yes, all offers need to have at least one photo. You can upload multiple photos from your mobile device to your offer. The better you market your product through clear photos, the more likely you are to get a sale.

Can I send multiple offers in the HiveXpress App at the same time?

You can send offers to multiple buyers in one location, or multiple buyers in different locations at the same time if the price is the same.

  1. On the ‘Add Offer’ screen, select the locations you would like to make offer too.
  2. On the next screen ‘Preview and Post’, select the buyers you would like to make an offer to in each location.

How do I make an offer to multiple locations or buyers at different prices?

If you have a different price for multiple locations or buyers, first create an offer and post it. After you post your offer, a pop up will appear. Tap Create. The ‘Add Offer’ page will open, pre-filled with the same offer details. Make the required changes to the details of the offer, select your location/ buyers again and post.

How can I see a record of all my orders and chats?

There are two ways you can access your past orders in the Hivefloor:

1. Via the HiveXpress App

  • Tap on profile icon at bottom of app
  • This will take you to a list of your past orders.
  • Tap on an order to view details

2. Via the Hivefloor

  • Login to the Hivefloor
  • Go to your ‘Orders’ page
  • Click ‘View Order’

If more than one person in the business is using the HiveXpress App, can I see their trade and chat history?

You are able to see the order history for all completed trades relating to your business via the Hivefloor.

You can access this via the App or by logging into the Hivefloor (see ‘How can I see a record of all my orders and chats?’.

Payments

Who do I receive payment from and when?

The HiveXchange will pay you within 21 days from the date the product is shipped. An invoice is automatically generated in the system after a successful trade.  A record of all your sales are in your ‘Orders’ page of the Hivefloor.

How will I know when I have been paid?

You will receive an email notification from HiveXchange acknowledging payment into your account. The ‘$’ sign icon within your sales page on the Hivefloor will also be updated from red to green, indicating that payment has been made. You will also see the payment within your bank account.

BUYERS

What can I do if I cannot see offers for what I am looking for?

You can make a product request which will send a notification to sellers that are in season for what you are looking for. Sellers can then make an offer to you.

To make a request in the HiveXpress app, tap the magnifying glass in the top right corner. Fill in the form and tap request

Can I negotiate on price when offers are made?

Yes, open the offer and use your chat to negotiate. Once both parties are agreed, tap the ‘tick’ to finalise the deal.

If more than one person in the business is using the HiveXpress App, can I see their trade and chat history?

You are able to see the order history for all completed trades relating to your business via the Hivefloor.

You can access this via the App or by logging into the Hivefloor (see ‘How can I see a record of all my orders and chats?’.

Payments

What are the payment terms (i.e. when is payment due?)

Payment is due within 14 days of receipt of goods

How do I receive the invoice?

Once a seller has shipped the product, you will receive an email notification with the attached invoice for the order.  The invoice can be downloaded at any time via the Hivefloor. Go to your ‘Purchases’ page.

Do I have to use BPAY?

BPAY is the preferred method of payment. Other payment options such as direct transfer are available.

How do I label the payment to say which order it is for?

There is no need to do this. The Customer Reference Number you enter when making the payment will give us this information.

When does HiveXchange receive my BPAY payment?

If the payment is made before 6pm on a business day, it will be debited instantly from your account and processed that day. If the payment is made after 6pm, on a weekend or public holiday it will be debited instantly and processed the next business day.

You will receive an email notification from the HiveXchange acknowledging payment has been received.

How much does BPAY cost?

BPAY is free to use for bill payers.

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