What is CHEQ?

A consolidated marketplace and online platform that connects merchants to customers. This online and mobile commerce solution makes it simple for merchants to kick start selling their products and services within 24 hours of registering with CHEQ; enabling them to deliver the ultimate online shopping experience to their customers. CHEQ has all the latest features built in as well as a user-friendly interface to suit the needs of all merchants and customers.

Registration

How can I become a Merchant?

To become a merchant, please head over to our homepage and click on the ‘Sign Up Now’ under Merchant.

You will need to submit your business details and upload all the necessary documents required.

Our team will process your submission and will send an email to you regarding your account registration.

Account & Security

Can I access CHEQ using multiple devices?

You can access CHEQ marketplace with your given credential with however many devices you want to.

Can I change my password?

You can go to the CHEQ webpage, click on the Sign In button and proceed to click on the Forgot My Password. You will be asked to enter your email where a reset link will be sent to you or you can email us directly to request a password change at seller.support@cheq.asia. 

How do I change my phone number?

Step 1: Click on your account

Step 2: Under Account Information, click Update

Step 3: Update your information and save the changes accordingly

Why did my login attempt failed?

Your login attempt could fail due to an incorrect login credential. Please try to login again and be mindful of any capitals or spaces. Another reason could be that your account has been deactivated by the admin which you should have received an email about this. If none of this applies to you please reach us at support@cheq.asia and we’ll assist you.

Can I register again after deleting my account?

If you have requested your account to be deleted, you will be able to register again using the same email address or phone number that you have used before. However, this will be based on CHEQ admin approval.

Why was my account deletion request rejected?

Please make sure all of your outstanding orders are completed before requesting your account to be deleted. Outstanding orders include orders that are still in process or under dispute.

If you have no outstanding orders or any dispute, kindly contact CHEQ support at seller.support@cheq.asia for further assistance.

How do I add my addresses?

Step 1: Click on your account Step 2: Under Account Information, click Update Step 3: Update your information and save the changes accordingly

How do I edit my emails?

You can edit your emails via your Profile section after you login.

Merchant Basic

How do I set up my Merchant’s shop?

After login, you can update your information through the Edit Profile tab. There you can update your information such as your shop’s name, shop’s addresses, shop’s online image and more.

How do I add products to my listings?

You will be given a template to fill for bulk upload for the first time along with hands on training on how to manually upload products to your listing.

What information is needed for each product upload?

You will receive a product template to fill in after your successful registration to guide you through the process. It includes all the necessary information needed for each product.

How can I report a user or an inappropriate product?

You can submit a report via email to us at seller.support@cheq.asia with the user/Merchant account name.

If you come across a counterfeit product, please proceed to report the product and/or the merchant by submitting a report via email to seller.support@cheq.asia . You may be required to send additional supporting documents for us to take action against the reported product and/or Merchant.

Why was my product deleted/rejected?

If your submitted product was deleted or rejected, it was likely due to violation of our rules.

Common violations includes:

●        Misleading pricing

●        Listing products under the wrong category

●        Banned drugs in Malaysia

Order

How can I check my orders?

You can check your orders by logging in to CHEQ website and click on the Orders tab to check the details of your most recent order.

How can I update the status of my orders?

You can click on the order in the Order Details page and you can choose the relevant status to update for each order. All updated statuses will be reflected back to the buyer’s view as well.

Do I have an option to reject a buyer’s cancellation request?

When you accept the cancellation request, the order would be cancelled immediately. You are required to inform CHEQ finance team regarding the cancelled order and CHEQ finance team would initiate the refund.

However, merchants are not allowed to request buyers to cancel the order.

How can I report a user or an inappropriate product?

You can submit a report via email to us at seller.support@cheq.asia with the user/Merchant account name.

If you come across a counterfeit product, please proceed to report the product and/or the Merchant by submitting a report via email to seller.support@cheq.asia . You may be required to send additional supporting documents for us to take action against the reported product and/or Merchant.

My order is completed, but why have I still not received payment yet?

Payment is made to merchants by CHEQ finance team after the order status is changed to Delivered. Please expect 7-14 working days for the payment amount to transfer to your bank account.

Payment

When will I receive payment from CHEQ for successful orders?

When your order status is changed to Delivered, CHEQ finance will make payment to you on a weekly basis. Please expect 7-14 working days for the payment amount to transfer to your bank account.

Will I receive a proof of payment?

CHEQ Finance team will send you a payment advice after we have successfully made payment into your account on a weekly basis.

Shipping

What are the available shipping services I can use for delivery?

CHEQ has collaborated with Citylink as our primary logistic service provider.

How do I ship my order?

By using Citylink, you can follow these steps below:-

Change your order status to Ready for Shipping. 

Schedule a pick up date. 

Print your packing list including delivery order and AWB. 

Citylink will pick up your item and deliver it to the buyer.

I have deposited / handed over my parcel to the logistics provider but the in-app tracking is empty with no tracking status. What should I do?

For all orders that have been shipped using Air Waybill printed from Citylink, the delivery status will be updated automatically in the CHEQ platform under order details.

However, the status update for some shipments may differ from time to time due to unforeseen circumstances during the delivery process.  It may take up to 1 day from pick up date for the shipment's status to be updated.

If there are no updates after more than 1day, please reach out to CHEQ support via seller.support@cheq.asia with your Order ID and a picture of the air Waybill printed for us to assist you.

What should I do if my parcel is lost/damaged during delivery by CHEQ Supported Logistics?

Both buyer and/or merchant can file for a damaged/lost compensation claim from CHEQ Customer Service Team if the parcel is lost/damaged by CHEQ Supported Logistics Partners.

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