Help center
The complete guide to selling on CanGerard
From sign-up to your first sale, step by step. How to create the account with your store profile and tax details included, publish your Catalan products with templates and set up payouts.
1Before you start: what you need
This guide walks you, step by step, from creating your seller account to publishing your first products and managing orders on CanGerard, the online marketplace for Catalan products.
Onboarding has five main milestones, and the first is the one that matters most: at sign-up you get everything done (store, shipping and tax details), so the rest unlocks on its own with the team’s review:
- 1Create your seller account: the store profile, the shipping origin address, your tax details and your personal details. Once this step is done, everything is ready to sell.
- 2Verify your email address. Until you do, you won’t be able to save anything in Seller Central.
- 3The CanGerard team reviews and approves your store: your catalogue becomes visible and, because your tax details were saved at sign-up, customers can buy from day one.
- 4Create your products and publish them. With templates, the next ones take moments.
- 5Set up payments with Stripe to receive your earnings in your bank account. You don’t need it to publish or to sell: earnings accumulate and are transferred once you complete onboarding.
Launch offer (until 1 October)
CanGerard opens to the public on 1 October. Sellers who register and publish before then are founding sellers: no fee, now or ever. After launch, new sellers will choose between the monthly plan (€10/month) and the annual plan (€50/year). In every case, the only variable cost is the 10 % commission per sale, which is refunded if there is a return. Full details on the /en/sell page.
Documents and details to have ready
| Field | Required | Details |
|---|---|---|
| Tax ID | At sign-up | Your NIF, CIF or NIE (we validate the check digit). Full name if you are self-employed, or the registered name if you are a company. |
| Full fiscal address | At sign-up | Street, postal code (5 digits), city and province, exactly as on your tax certificate. |
| VAT regime | At sign-up | General or franchise (no VAT). If in doubt, ask your accountant. |
| RGSEAA number | Food | The sanitary register of your food business. Required to publish food products. |
| Shipping origin address | At sign-up | Where you will ship orders from. Required to publish products. |
| Bank account | To get paid | An IBAN in your name or your company’s. Stripe asks for it during its onboarding, not CanGerard. |
| Phone and email | Yes | A working phone number and an email where you will receive copies of your invoices. |
| Product details | Yes | Title, description, price, VAT, stock, real packed weight and dimensions, the manufacturer (product safety) and, for food, the net content and the ingredients. |
| Photos | Recommended | Up to 6 images per product (JPG, PNG, WebP or GIF). Upload them at any size: they are compressed automatically before being sent. |
Platform language
CanGerard is multilingual: Catalan (primary), Spanish and English. URLs include the language, e.g. cangerard.cat/en/seller. Your product texts are also requested in all three languages.
2Create your seller account
How to reach the sign-up page
- 1In the secondary navigation bar, click Sell on CanGerard. This opens the commercial page
/en/sell, with the plans and the launch offer. From there, click Register as a seller. - 2In the footer, under the “Sell with us” column, Become a seller leads to the same commercial page.
- 3If you already have a buyer account, the account menu has the shortcut Start selling on CanGerard, which goes straight to the form.
Every route ends at /en/seller/register, the Sell on CanGerard page.
Two paths depending on your session
If you have no account, you see the full form. If you already have a buyer account and are signed in, you see “Turn your account into a seller account”, which only asks for the store details, the origin address and the tax details. If you are already a seller, we take you straight to Seller Central.
The form, field by field
| Field | Required | Details |
|---|---|---|
| Store name | Yes | The trading name buyers will see. Minimum 2 characters. |
| Comarca or town | Yes | Where your products are from (e.g. “Priorat” or “Vic”). |
| Contact phone | Yes | Between 5 and 20 digits. We use it to reach you in an emergency. |
| Store description | No | A short introduction (up to 600 characters). You can edit it later. |
| Street and number, Postal code, City or town, Comarca or province | Yes | The shipping origin address: where you will ship orders from. Needed to price shipping and generate labels. If you will only sell experiences, enter your business address anyway. |
| Legal name | Yes | Your fiscal identity, exactly as on your tax certificate: full name (self-employed) or registered name (company). It will appear on the invoices for your sales. |
| NIF / CIF / NIE | Yes | No spaces or dashes. We validate the check digit. |
| Fiscal address (street, postal code, city and province) | Yes | Your fiscal domicile, which may differ from the shipping origin address. |
| Fiscal contact email | Yes | Where we’ll send you a copy of every invoice issued in your name. |
| Invoice series prefix | No | Left blank, it is derived from your NIF. It can’t change once invoices have been issued. |
| VAT regime and Exemption legal basis | Yes / Conditional | General or franchise. The legal basis is only needed under the franchise regime (e.g. “Art. 20 LIVA”). |
| RGSEAA number (food) | Food | The sanitary register. If you don’t have it to hand yet, you can add it later from the Tax page; it is required to publish food products. |
| Full name | Yes | Your real name. |
| Email address | Yes | Your sign-in identifier. Must be valid and not used before. |
| Password | Yes | We recommend 10 characters or more with a letter, a number and a special character (the system rejects weaker passwords). |
| Date of birth | Yes | You must be 18 or older, and tick the box “I declare that I am 18 or older.” |
| Legal checkboxes | Yes | Accept the purchase terms and the privacy policy, the Seller Terms and Conditions with their annexes and the prohibited-products policy, and authorise third-party billing (see the box below). |
What is the billing agreement you accept at sign-up?
The last legal checkbox is the third-party billing agreement (RD 1619/2012). It is a formality: it authorises us to issue and send the purchase receipt (or the invoice) to the buyer on your behalf every time they place an order with you, and to send you a copy. Without this authorisation we could not legally issue the documents for your sales. You can find the full text in Annex I of the seller terms and, once inside, on the Tax page of Seller Central.
- 1With every required field filled in, click the yellow Register your store button.
- 2While it processes you’ll see One moment…. Don’t click again or reload.
- 3When it finishes, you land directly in Seller Central, with your store in the “Pending review” state, and you receive the verification email “Confirm your email on CanGerard”.
If you are already a buyer: upgrading your account
If you are signed in, the title becomes “Turn your account into a seller account”. Just fill in the store profile, the origin address and the tax details, accept the seller terms and the billing agreement, and click Create your store.
Common errors
| Message | What to do |
|---|---|
| “An account with this email address already exists.” | Sign in and upgrade to a seller account, or use a different email. |
| “Your password must be at least 10 characters…” | Strengthen the password: 10 or more characters with a letter, a number and a special character. |
| “The tax id (NIF/CIF) is invalid.” | Check the number: we validate the check digit. Type it without spaces or dashes. |
| “Please check the details you entered and try again.” | A required field is missing or has the wrong format (phone, postal code…). |
| “Too many attempts. Please wait a few minutes and try again.” | Security limits. Wait a while and try again. |
3Sign in and verify your email
Access to Seller Central
Seller Central has its own sign-in at /en/seller/sign-in.
- 1Enter your Email address.
- 2Enter your Password.
- 3Click Sign in.
Forgotten your password
- 1Click Forgotten your password? (next to the password field).
- 2Enter your account’s email address and click Send the link.
- 3Open the email, type your New password and confirm with Save new password.
Expired links and sessions
The reset link lasts 60 minutes and works only once. If you see “Invalid link”, request a new one. Changing your password closes all the account’s open sessions, for security.
Verify your email address (essential)
Until you verify your email, the notice “Confirm your email address” sits at the top of Seller Central and you won’t be able to save anything: no fiscal details, no products, no shipping methods, no store profile. Open the verification email and click the link. If you can’t find it, click Resend email in the notice itself.
4The dashboard and the “Pending review” state
The onboarding screen
Right after registering, the Dashboard shows the yellow “Pending review” badge, the title “Your store is under review” and this explanation: “Thanks for registering! Everything is in place: your store and tax details have been saved. Our team is now reviewing your application and we will let you know once it is approved. In the meantime you can start preparing your products.” Below it sits the checklist:
- 1Seller account created: done.
- 2Tax details completed: done, because you provided them at sign-up itself.
- 3Review by the CanGerard team: in progress. “We’re reviewing your application. Once approved, your catalogue becomes visible in the store.”
No mandatory step is left for you
Because your tax details are saved at sign-up, the only thing missing is the team’s review, which starts the moment you register. While you are pending you can prepare everything (draft products, shipping, store profile). When the store is approved, your catalogue becomes visible and customers can buy from day one. If your profile was created by the CanGerard team, you may still see the “Complete your fiscal details to sell” step, with the button that leads to the Tax page.
Seller Central navigation
| Section | What it’s for |
|---|---|
| Dashboard | Onboarding status or, once approved, your sales summary. |
| Products | Create, edit, publish and archive your products (with templates). |
| Orders | The orders you receive, shipping labels and delivery status. |
| Redemptions | Validate the codes of the experiences you sell. |
| Returns | Buyers’ return requests. |
| Invoices | The sale invoices the platform issues in your name. |
| Shipping | Your own shipping methods and their rules. |
| My store | Your public store profile and the shipping origin address. |
| Tax | Your fiscal details and the billing agreement. |
| Payouts | Stripe onboarding, earnings and commission invoices. |
| Notifications | All your alerts and your notification preferences. |
| Help | This very wiki. |
To the right of the header are the notification bell and the Sign out button.
5Review and edit your tax details
Your fiscal details are what appears on your invoices and are what lets you sell. You normally provided them at sign-up: the Tax page in the menu is where you review them and update them when they change (address, contact email, VAT regime…). If your profile was created by the CanGerard team and they aren’t there yet, this is where you complete them; while any are missing, your products show in the store but nobody can buy them, and the Dashboard shows the notice “You can’t sell yet. Complete your fiscal details →”.
The “Tax details” form
| Field | Required | Details |
|---|---|---|
| Legal name | Yes | Exactly as on your tax certificate: full name (self-employed) or registered name (company). |
| NIF / CIF / NIE | Yes | No spaces or dashes. We validate the check digit. |
| Fiscal address | Yes | Street and number (with an optional second line). |
| Postal code, City and Province | Yes | The full fiscal address (5-digit postal code). |
| Contact phone | Yes | Shown on your billing contact card. |
| Fiscal contact email | Yes | We send a copy of every invoice issued in your name here. |
| Invoice series prefix | No | Left blank, it is derived from your NIF. It can’t change once invoices have been issued. |
| VAT regime | Yes | Pick your regime (see the table below). |
| Exemption legal basis | Conditional | Only if your regime doesn’t charge VAT (e.g. “Art. 20 LIVA”). |
| RGSEAA number (food) | Food | The General Sanitary Register of Food Companies. Required to publish food products. |
- 1Fill in the required fields and click Save details. You’ll see “Tax details saved.”
The VAT regimes
| Regime | When to choose it |
|---|---|
| General regime (21 / 10 / 4 %) | The most common. You charge VAT at each product’s rate. |
| Franchise (≤ €85,000, no VAT) | No VAT charged. You must state the legal basis of the exemption, and products with VAT ≠ 0 % move to draft. |
Equivalence surcharge and REAGP
For now the platform only invoices under the general and the franchise regimes. If you are under the equivalence surcharge or the special agricultural regime (REAGP), write to us at gerard@cangerard.cat before registering.
Switching to Franchise
If you switch your regime to Franchise, the system drafts every product with a VAT rate other than 0 %. You’ll need to review them and republish them with VAT at 0 %.
What we use this data for
It appears on the sale invoices cangerard.cat issues in your name and on your behalf, under the third-party billing agreement you already accepted at sign-up (RD 1619/2012).
6The third-party billing agreement
When a customer buys from you, cangerard.cat automatically sends them the purchase receipt (or the full invoice, if they request one) on your behalf, and sends you a copy. To make that possible, the law (art. 5 of RD 1619/2012) requires a prior agreement in which you, as the seller, authorise us to issue those documents for you: the third-party billing agreement.
You already accepted this agreement at sign-up: it is the checkbox “I authorise cangerard.cat to issue and send, on my behalf, the purchase receipts and invoices for my sales…” on the registration form. It is a formality: all it does is let us send the receipts for your sales on your behalf. Without it, though, we could not legally issue any sale document for you.
Where to review it
On the Tax page of Seller Central, below the fiscal-details form, you can read the full text of the agreement and the date you accepted it (“Signed on …”).
New versions
If we update the document, we’ll flag it on the Tax page and you’ll be able to sign the new version with the Sign new version button.
7The team’s approval
The review starts the moment you register and doesn’t depend on any other step. When the team approves your store, you’ll receive a notification (in-app and by email) and your catalogue becomes visible in the store: the products you have ready can be published, anyone can view your public store and, because your tax details were saved at sign-up, customers can buy from day one.
Possible store states
| State | What it means |
|---|---|
| Pending | Awaiting review. You can prepare everything, but not publish. |
| Approved | Your catalogue can be visible: you can publish (with a complete origin address) and, with the fiscal side done, sell. |
| Rejected | The application wasn’t approved. You’ll see the reason, if one was given. |
| Suspended | The account has been temporarily suspended and active products revert to draft. Contact the CanGerard team. |
Make the most of the wait
While you wait you can complete your fiscal details, set up your shipping methods, polish your store profile and keep products saved as drafts. That way, on approval day you only need to activate them.
8The store profile and the origin address
Go to My store. There are two cards: the public profile and the shipping origin address.
Public profile
| Field | Required | Details |
|---|---|---|
| Store name | Yes | The visible trading name. Minimum 2 characters. |
| Comarca or town | No | Where your products are from. |
| Description (CA / ES / EN) | No | Your store introduction in each language (up to 600 characters). |
- 1Edit the fields and click Save changes. You’ll see “Your store profile has been updated.”
Shipping origin address (required to publish)
The second card holds Street and number, Postal code, City or town and Comarca or province: where you will ship orders from. We need it to price shipping and generate labels, and without it no product can be published. If it’s missing, the Dashboard shows the notice “Origin address missing.” Save it with Save origin address.
Once your store is approved, the View public store link appears at the top, opening your page exactly as buyers see it.
Vacation mode
On the same page sits the “Vacation mode” card: pick From and Until and click Set vacation. During those dates (inclusive), your catalogue stays visible but nobody can buy: the product page shows a friendly notice with the dates of your absence. The day after the end date everything reactivates on its own, or come back earlier with Reopen the shop. Remember to prepare pending orders before you leave: the 4-business-day countdown doesn’t take holidays.
9Set up shipping
CanGerard offers the platform’s standard and express shipping by default, priced from the carrier’s real cost (VAT included): neither the platform nor you make anything on it, it is a cost the buyer pays. On top of that, you can offer your own shipping methods under Shipping.
Where we ship (for now)
The platform only accepts mainland Spain addresses: the Balearic Islands, the Canary Islands, Ceuta and Melilla and addresses outside Spain are rejected when saving the address or placing the order. Your own methods have no zone pricing either, so everything you configure applies to the mainland.
Why an own method is worth it
- You set the price and the rules, and at checkout your cheapest own method comes preselected ahead of the platform tiers.
- What the buyer pays for your own method is entirely yours, commission-free: it is settled with your earnings and included on your sale invoice (Seller Terms, clauses 11.3 and 11.4).
- The strategy that converts best is free shipping above a threshold: if the buyer isn’t there yet, the store itself reminds them (“…you’re €X away”) and they often add more products.
Free shipping = more sales
Create an own method priced at €0 with a Min order amount (€) (e.g. €40). You absorb the cost within your margin and the buyer sees “Free shipping”, which tends to lift conversion and average order value.
External carrier means mandatory tracking
If you deliver with a third-party courier, the shipment must carry tracking: when you mark the order as shipped we ask for the number and link, which the buyer and the CanGerard team will see (the team uses it to confirm delivery and release your payout). If you deliver by hand yourself, delivery is confirmed with the buyer’s signature on your device (see “Receive and manage orders”).
Create a shipping method
- 1On Shipping methods, click New method and fill in the two sections of the form.
| Field | Required | Details |
|---|---|---|
| Name (CA / ES / EN) | Yes | The name the buyer sees at checkout, in each language. |
| Price (€, VAT included) | Yes | The shipping cost the buyer will pay (0 for free shipping). |
| Lead time | No | Free text the buyer sees, e.g. “2-4” (days). |
| Display order | No | Position in the list (lower numbers come first). |
| Active | No | Only active methods are shown to buyers. |
The availability rules are optional (placeholder “No limit”). The method is shown only if the order meets all active rules: Min/max weight (g), Min/max order amount (€) and Max length/width/height (cm). Keep in mind how they are computed:
- The weight is the shipment’s billable weight: the greater of the real and the volumetric weight (length × width × height / 5, in grams), multiplied by the units and summed across all your items in the order.
- The amount is the subtotal of your products in that order (VAT included), not the cart total.
- The dimensions are compared against the largest dimension of a single item, never the sum.
- 1Click Save method. You’ll see “The shipping method has been saved.” and stay on the method’s edit screen.
Manage your methods
| Action | What it does |
|---|---|
| Enable / Disable | Shows or hides the method to buyers without deleting it. |
| Click the name | Reopens the form to change any detail. |
| Delete | Deletes the method (confirmation is requested). |
Categories where own shipping is mandatory
Some categories (e.g. fashion) don’t allow the platform’s shipping, and the restriction is inherited by every subcategory. To publish there you need at least one active own method. Otherwise, on publishing you’ll see “This category doesn’t allow platform shipping. Set up at least one active own shipping method before publishing.” Also, if an order mixes your restricted and normal products, your whole shipment for that order switches to your own methods. If a category becomes restricted later, affected products revert to draft and we notify you.
10Create your first product
Go to Products and click New product. The Create a product form opens, organised in cards. You can save at any time: with the Active product switch off, it is always saved as a draft, however incomplete.
Don’t start from scratch
At the very top of the form sits the “Fill the fields from another product” strip with the Use a template button: it copies almost every field of a product you have already created in one click. More in the next section.
Basic information
| Field | Required | Details |
|---|---|---|
| Title (CA / ES / EN) | Yes | The product name in each language. |
| Description (CA / ES / EN) | Yes | With formatting: bold, italics and lists from the editor toolbar. Line breaks are kept. |
| Category | Yes | Pick the final subcategory (“Department › Subcategory”). It defines which extra blocks the form asks for: food, books, 18+ or experiences. |
| Brand | No | The brand, if applicable. |
| Sale price (€, VAT included) | Yes | The final price the buyer pays. |
| VAT (%) | Yes | Only 0, 4, 10 or 21. Under franchise it must be 0. |
| Reference price | No | A struck-through previous price, to show a discount. |
| Units in stock / Unlimited stock | Yes | The available quantity, or tick “unlimited” if it never runs out. |
| Eligible for return (14-day right of withdrawal) | Ticked by default | Untick only for excluded products: fresh and perishable, hygiene-sealed, personalised, downloaded ebooks or dated experiences. |
| Condition | Yes | New, Used or Refurbished. For second-hand, choose “Used”. |
| Production origin | No | Made in Catalonia, Catalan brand or Catalan distributor. |
Origin and its verification
An admin reviews the origin you pick before showing the badge to buyers. Until then the product carries no badge. In the product table you’ll see “Origin verified” (green) or “Pending review” (amber). If you change a product’s origin, it is reviewed again.
Shipping data (required to publish)
We need the real weight and dimensions of the packed product: Weight (g), Length (cm), Width (cm) and Height (cm). Carriers bill by volumetric weight, so this determines the real cost. Experiences don’t ask for it.
Net content (required for food)
Enter the Amount and the Unit of the content without packaging so we can show the unit price (€/kg or €/l). For food it is mandatory and needs a measurable unit: g, kg, ml or l (the “unit” option can’t produce a €/kg price and the system won’t accept it there).
Compliance and safety
| Field | Required | Details |
|---|---|---|
| Over-18s only product (18+) | Conditional | Tick it for alcohol, knives… In 18+ categories it is ticked and locked automatically. |
| Digital product (immediate download, ebook) | No | Digital products aren’t shipped and the Download link is required. |
| Manufacturer | Yes (physical) | Mandatory traceability (product safety, GPSR). Optionally, the manufacturer’s address, the EU responsible person and the safety warnings (in Spanish). |
| Publisher’s fixed price (books) | Books | New books can’t be discounted more than 5 % off this price (Law 10/2007). It doesn’t apply to used books. |
Food information (Reg. 1169/2011)
In food categories a dedicated card appears: Ingredients (required, at least in Spanish), Allergens, Storage and Responsible food business. Remember the RGSEAA number on the Tax page too: without it, food can’t be published.
Images, specifications and variants
- 1Under Images, click Add an image and upload up to 6 files (JPG, PNG, WebP or GIF). Reorder with the arrows, and the first one becomes the main image. Photos are compressed automatically in the browser, so you can upload them straight from your phone.
- 2Under Specifications, click Add a specification to add name → value pairs (CA/ES/EN). If you leave Spanish or English blank, the Catalan shows.
- 3Under Variants, click Add a variant if the product sells in different formats (e.g. 1 kg and 500 g): each one has its own label (CA/ES/EN), price, stock, weight and dimensions, net content and image. With variants, the listing price is the minimum of the variants and the stock is the sum.
Saving, activating and previewing
| Control | What it does |
|---|---|
| Save | The only save button. Saves the product with the state the switch indicates. |
| Active product (switch) | On: saving publishes it (if you pass every gate). Off: it is saved as a draft. If you can’t publish yet, the switch is disabled and a notice explains why. |
| Preview product page | Opens a full-screen preview with desktop, tablet and mobile views, even before saving. |
If something is missing when you publish
With the switch on, the fields are validated first: missing ones are highlighted in red and you’ll see “Some required fields are missing. Check the fields highlighted in red.” If a server gate fails (net content, manufacturer, ingredients, RGSEAA, book price, own shipping…), nothing is saved and the message tells you exactly what is missing.
Manage your products
The Your products table shows the status (Draft, Active, Out of stock, Archived), the origin and its verification, the price and the stock, with the Edit and Archive links. Careful: Archive is immediate, with no confirmation. To recover an archived product, edit it and save it again.
11Create products in series with templates
If you sell a family of similar products (jams, T-shirts, wines…), there’s no need to repeat the whole form every time: any non-archived product of yours can act as a template. There is nothing to create or maintain: the “template” is simply another product of yours.
How to use it, step by step
- 1Open New product (or edit an existing one).
- 2At the very top, on the “Fill the fields from another product” strip, click Use a template.
- 3The “Choose a product as a template” dialog opens with the Search products… box: it shows your 24 most recent products and searches titles in any of the three languages.
- 4Click the product you want: the fields fill in instantly and you’ll see the confirmation “Data copied. The title and images aren’t copied.”
- 5Type the new title, upload the images and adjust whatever is needed (price, stock, net content…). Click Save.
What is copied and what isn’t
| Copied | Not copied |
|---|---|
| Descriptions (CA/ES/EN), brand, category, price, VAT, reference price, stock, condition, origin | The title (so you don’t create duplicates without noticing) |
| Weight and dimensions, net content, food data, manufacturer and GPSR, 18+, digital, book fixed price | The images (every product needs its own) |
| All the specifications and all the variants (with their prices and dimensions) |
The trick: one “model” draft per family
Create a draft product for each family (e.g. “MODEL jam 250 g”) with the category, VAT, weight, manufacturer and specifications already in place. Drafts appear in the picker too, so every new product in the family is: template → title → photos → Save.
On an existing product, it overwrites
If you apply a template while editing a product, the form values are overwritten (except the title and images). Nothing is saved until you click Save, so you can always reload the page to undo it. Archived products disappear from the picker.
12Sell experiences (workshops, tastings, gift boxes)
The Experiences department is for products that aren’t shipped: workshops, tastings, activities and gift boxes. Pick an Experiences subcategory and the form adapts: it doesn’t ask for weight, dimensions or a manufacturer, stock is always unlimited (“Experiences are always available (no stock).”) and the “Experience delivery” card appears.
Delivery: automatic message and/or PDF voucher
| Field | Required | Details |
|---|---|---|
| Automatic message (Catalan) | At least one of the two | The text the buyer receives on payment (instructions, how to book…). Optionally also in Spanish and English. |
| Downloadable voucher (PDF) | At least one of the two | Upload a PDF (max 10 MB) with Upload voucher (PDF). The same voucher is sent to every buyer. |
Redemption codes: how an experience is validated
For each unit sold, a unique code is generated (format CG-EXP-…) which the buyer sees on their order together with the invoice number. When the customer comes to enjoy the experience, validate the code under Redemptions:
- 1Go to Experience redemptions, type the code into the Redemption code field and click Look up.
- 2Check the details: product, buyer, order, invoice and purchase date. The status must be “Valid”.
- 3Optionally jot down a Note (optional) (e.g. “booked date”) and click Mark as redeemed. You’ll see “Experience redeemed.”
Each code works exactly once
A code can only be redeemed once: if it has already been used you’ll see “This code has already been redeemed.”, and if the purchase was refunded, “This code was voided by a refund.” The “Recent activity” list on the same page records the latest movements.
Returns for experiences
By default, experiences keep the 14-day right of withdrawal (they are open vouchers). Untick Eligible for return only if the experience has a specific date (art. 103.l TRLGDCU). A redeemed code is a consumed service and can’t be returned.
13The two gates: publishing and selling
CanGerard has two independent gates. Understanding them saves you confusion:
| Gate | What it takes |
|---|---|
| Publishing (the product shows in the store) | Approved store + complete origin address + a complete product (weight and dimensions, manufacturer, and for food net content, ingredients and RGSEAA. In restricted categories, an active own shipping method). |
| Selling (customers can buy) | On top of the above: complete fiscal details. They are normally already complete since sign-up, just like the billing agreement. |
Between the two an intermediate state can exist: the product is visible but not buyable. With the tax details requested at sign-up it is uncommon (it only happens on profiles created by the team that haven’t completed them yet). The form puts it like this: “The product will be visible in the store, but customers won’t be able to buy it until you complete your fiscal details.” The buyer sees the purchase buttons disabled with a notice that buying will soon be possible. The other “visible but not buyable” case is in your hands: vacation mode (see “Your store profile”).
Stripe is not a gate
Stripe onboarding is not needed to publish or to sell: it only determines when you receive the money. Earnings from sales made before completing it are kept safe and transferred automatically once you finish (you have 30 calendar days from activation or your first sale, per the Seller Terms).
Quick check
A Dashboard with no yellow notices (neither “Origin address missing.” nor “You can’t sell yet.”) = you can publish and sell. Each notice links straight to the page where it is resolved.
14Receive and manage orders
When a customer buys one of your products, you receive the “New order” alert (in-app and by email) and the order appears under Orders (“Orders received”). Each row shows:
| Column | Contents |
|---|---|
| Order | The order number and date. |
| Product | The product and, if applicable, the variant. |
| Buyer | The customer’s name. |
| Units | The quantity purchased. |
| Your earnings | What you’ll be paid for this line (commission deducted). |
| Label | The platform shipping label, or the own-shipping notice. |
| Fulfilment | The delivery status and the button to advance it. |
The label: platform or own shipping
- Platform shipping: when the parcel is ready, click Mark as prepared: at that moment the label is bought (you receive it by email and via Download label on the same row), the buyer is told their part is prepared and the automatic-cancellation countdown stops. Stick it on the parcel and take it to the carrier’s admission point yourself: once scanned, the order moves to Shipped on its own, and to Delivered upon delivery.
- Own shipping: the row reads “Own shipping” with the name of your method. With an external courier, clicking Mark as shipped asks you for the tracking number and link (mandatory): the buyer sees them on their order and the CanGerard team uses them to confirm delivery. Made a typo? Use Fix tracking. The charge for this shipping is yours and is settled with your earnings.
Where do I take the parcel? Nobody comes to collect it
CanGerard does not schedule home pickups: with platform shipping you take the labelled parcel to the carrier’s admission point yourself. The place depends on the actual carrier on the label, and we tell you on the order row and in the label email: for Correos (or Correos Express), any Correos office or Citypaq locker; for InPost, an InPost point or locker. No appointment or paperwork needed: show the parcel with the label stuck on and you are done. Any pickup point the buyer may have chosen does not affect you: the destination is already printed on the label.
Advance the shipping status
- 1Platform shipping: all you do is click Mark as prepared when the parcel is ready. The rest is automatic: the carrier’s first movement sets the order to Shipped (with a buyer alert) and the delivery sets it to Delivered, which is what starts your payout clock.
- 2Own shipping with a carrier: click Mark as shipped and enter the tracking number and link. Once the tracking confirms delivery, the CanGerard team validates it to release your payout.
- 3Hand delivery: if you take the order yourself, use Hand delivery: type the buyer’s name and ID and hand them the device to tick the confirmation checkbox. That signature counts as the delivery and starts the payout clock automatically.
The 4-business-day countdown
You have 4 business days from payment to mark each order as prepared (platform shipping) or shipped (own shipping). On the second business day we send you a reminder; if the deadline runs out, the order is cancelled automatically, the buyer gets a full refund and the payment processing fees are charged to you (Seller Terms, clause 10.5). One click on time saves you all of it.
Lines under return, and delays
If a line has a return in progress, the buttons are replaced with “In return, cannot ship” until it is resolved. And if a paid order takes too long to show as delivered, we remind you with the “Delayed shipment” alert. The buyer can also cancel their part of the order while it isn’t prepared or shipped: if that happens you’ll get the “part cancelled” alert, the refund is automatic and there is nothing for you to do.
Dashboard summary
Once approved, the Dashboard shows Revenue, Orders, Units sold and Active products, the “Sales over the last 7 days” chart, the “Low-stock alerts” and the “Recent orders”.
15Manage returns
When a buyer requests a return, you receive the “New return” alert and the request appears under Returns: “When the returned goods arrive at your origin address, mark them as received so the platform can process the refund.”
- 1The buyer ships the products to your origin address.
- 2When they arrive, open the request and click Mark as received.
- 3The platform executes the refund to the buyer: this step is not yours to do.
| Status | What it means |
|---|---|
| Requested | The buyer has requested the return and is sending you the products. |
| Received by seller | You have confirmed receipt and the platform processes the refund. |
| Refunded | The buyer has their money back. |
| Rejected | The request wasn’t accepted. |
The paperwork takes care of itself
With every refunded return, your Lifetime earnings adjust, the sale’s rectifying invoice is issued (you’ll see it under Invoices, marked “Rectifies …”) and CanGerard credits you the commission on the returned units with its matching credit note (“Commission credit note”). You don’t have to ask for anything.
Returns and your payout
An open return freezes the release of that shipment’s payout until it is resolved: if it is refunded, the amount is deducted; if it is rejected, the payout continues on its way. You’ll see it on the Payouts page as “Blocked by a return”.
16Invoices
Sale invoices (in your name)
Under Invoices sit the sale invoices the platform issues automatically in your name for every order (RD 1619/2012, art. 5). They are read-only: number, date, type (Simplified, Full or Rectifying), base, VAT, total and the PDF to download (if it says “Pending”, the PDF is still being generated). We also email a copy to your fiscal contact email.
You can filter by dates (From / To) and take them with you via Export CSV or Export Excel, in a format designed for your accountant. Return rectifications appear linked to the original invoice (“Rectifies …”).
Commission invoices (from CanGerard to you)
The invoices for the commission CanGerard charges you live under Payouts, in the “Commission invoices” table. One is issued per order (see the payouts section).
17Get paid (Stripe Connect)
To transfer your earnings, CanGerard uses Stripe Connect. Stripe collects your identity and bank details with its own secure, hosted flow: CanGerard has no access to them. Go to Payouts (“Payouts & verification”).
When do I get paid? The payout hold
CanGerard pays you per shipment, once the buyer has received the order: the payout is released 14 calendar days after confirmed delivery (for experiences and digital products, 14 days after payment). On platform shipments and signed hand deliveries everything is automatic; on own shipments with a carrier, the CanGerard team verifies delivery through the tracking you recorded and releases the payout. Until then, the money is held at Stripe: it never passes through CanGerard’s account.
On the same page, the “Holds and releases” card shows it all: what you have held (with the next release date), what is ready to transfer and the debts pending deduction (for example, the fees of an order cancelled for not shipping), with per-order detail.
You can sell before completing Stripe onboarding
Sales don’t stop: if you haven’t completed Stripe yet, your earnings are kept safe and the page shows it (“… in earnings is awaiting transfer to your Stripe account.”). When you finish onboarding, they transfer on their own. The Seller Terms give you 30 calendar days from activation or your first sale to complete it.
The page, top to bottom
- Three indicators: Lifetime earnings (including the charges for your own shipping), Paid orders and Units sold.
- The Holds and releases card: held, ready to transfer and outstanding debts, with the per-order table.
- Stripe Connect status, with three checks: “Identity & bank details submitted”, “Charges enabled” and “Payouts enabled”.
- Your commission: “CanGerard commission: …%” (10 % by default).
- The Commission invoices table, with filters and export.
Completing onboarding
- 1Click Set up payouts with Stripe.
- 2On Stripe, follow the guided flow: business details, identity and bank account (IBAN).
- 3When you finish, you return to CanGerard with “Thanks, we’ve refreshed your Stripe status.” and the three checks turn green one by one. Afterwards, the same button becomes Manage your Stripe account.
If the link expires
If you see “Your onboarding link expired”, click the button again to resume onboarding where you left off.
The commission and its invoices
The commission applies only to the price of the products (VAT included): shipping charges never accrue it, and Stripe’s fees are already included in it. For every order, the matching commission invoice is issued (already collected, because it is withheld from the payment) and you also receive it by email. In the table you can filter by dates, download each PDF and export everything with Export CSV or Export Excel. If there is a return, you’ll see the credit note flagged “(credit note)”; if one of your orders is cancelled automatically for not shipping, you’ll also see the invoice for the re-charged fees flagged “(re-charged fees)”, deducted from your upcoming payouts.
18Notifications and preferences
The bell in the header collects every alert (new orders, labels, returns, invoices, low stock, reviews…). Under Notifications sits the full list, with “… unread”, Mark all as read and per-item marking.
Below it, “Notification preferences”: for each event you choose whether you want the alert In app, by Email or both. Changes save on their own. Strictly fiscal emails and essential order emails can’t be turned off entirely.
The ones worth keeping on
“New order”, “Shipping label ready” (comes with the PDF attached), “Order with your own shipping” and “New return” are the day-to-day operational alerts: if you get them by email, you don’t need to keep an eye on the platform.
19Checklist and troubleshooting
Checklist to start selling
- 1I created my seller account and verified my email.
- 2My store is approved and my origin address is complete.
- 3I completed all my fiscal details (with the RGSEAA if I sell food). The billing agreement was already accepted at sign-up.
- 4I set up my shipping methods (and my free-shipping-above-a-threshold method, if I want one).
- 5I created my products (templates do half the work for me) and activated them.
- 6The Dashboard shows no yellow notices: buying is possible.
- 7I completed Stripe onboarding (three green checks) to receive my earnings.
“I can’t publish” or “it can’t be bought”: checks
| Symptom | Cause / fix |
|---|---|
| The “Active product” switch is disabled | The store isn’t approved or the origin address is missing. The notice below it says which. |
| “Some required fields are missing…” when saving | Check the fields in red: titles, descriptions, price, weight and dimensions, manufacturer… |
| Net content error | A food product without an amount or with the “unit” unit: it needs g, kg, ml or l. |
| “…you must enter your RGSEAA number…” | Fill in the RGSEAA number on the Tax page. |
| “This category doesn’t allow platform shipping…” | Create and enable an own shipping method. |
| The product shows but can’t be bought | Fiscal details are missing: check the “You can’t sell yet.” notice on the Dashboard. |
| No products show in the template picker | Only your non-archived products appear. Use the search box if you have more than 24. |
| “Order awaiting shipment” alert | Mark it prepared (or shipped, with your own transport) within 4 business days of payment, or it will be cancelled automatically and the processing fees charged to you. |
| The buy buttons show disabled with a holiday notice | Your vacation mode is on. Turn it off under My store with Reopen the shop. |
Glossary
| Term | Meaning |
|---|---|
| Draft | A product saved but not visible in the store. |
| Active | A product published and visible to buyers. |
| Out of stock | A published product with no available units. |
| Archived | A product withdrawn from the store (recoverable by editing and saving it). |
| Template | Any product of yours used to fill in a new product’s form. |
| Publishing gate | Approval + origin address: makes the product visible. |
| Selling gate | Complete fiscal details: lets customers buy. |
| Third-party billing agreement | The authorisation for CanGerard to issue the receipts and invoices for your sales in your name. Accepted with a checkbox at sign-up. |
| Rectifying invoice | The credit note that corrects an invoice when there is a return. |
| Redemption | The validation of a sold experience’s unique code. |
| Stripe Connect | The service that transfers your earnings to your bank account. |
| Prepared | The status you set when the parcel is ready: buys the label, notifies the buyer and stops the countdown. |
| Payout hold | Each shipment’s payout is released 14 calendar days after confirmed delivery to the buyer. |
| Hand delivery | An in-person delivery confirmed with the buyer’s signature (name, ID and checkbox) on your device. |
| Vacation mode | The temporary purchase freeze you set with two dates; the catalogue stays visible. |
If you get stuck
Contact the CanGerard team from the contact page, or ask for a call and we’ll walk you through it live. Have your store name and account email at hand.