Onboarding

1. About Vivre Marketplace

Since 2012, Vivre has been inspiring customers across Europe to reimagine their homes while helping sellers grow their business through a seamless marketplace experience. Our vision is to empower commerce through technology and become the go-to destination for home inspiration — where customers discover unique products and sellers thrive.

Operating across 10 European markets (Romania, Bulgaria, Croatia, Hungary, Slovenia, Slovakia, Czech Republic, Poland, Greece, Moldova), Vivre serves millions of customers and partners with hundreds of sellers.

In 2025, we introduced AI-powered tools that bring inspiration closer to our community: conversational product discovery and room design generation — features that connect sellers’ products with customers’ dreams.

2. Advantages of Selling on Vivre Marketplace

Vivre is one of Central & Eastern Europe’s leading online platforms for home & decor, connecting millions of design enthusiasts with the products they love. By opening your store on Vivre Marketplace, you gain:

• Regional reach: access to shoppers across 10 countries
• Marketing support: featured placements, newsletters, campaign participation
• Attractive commercial terms: fixed commission (15% standard; 0% for the first month)
• Loyalty & incentives: benefits via Neuro loyalty program and campaign bonuses
• Advanced tools: automatic translations, AI attribute extraction, analytics dashboard

3. Steps to Start Selling on Vivre Marketplace (Overview)

1. Create your account on partners.vivre.eu
2. Complete profile & financial settings
3. Set up countries where you want to sell
4. Connect payments (Stripe)
5. Add your products (manual CSV or API)
6. Organize & promote your products
7. Manage orders, returns and customer support
8. Review reports & payouts

4. Create Your Account

Register on partners.vivre.eu and provide your company details. After registration you will be able to access the Seller Center and all onboarding tools.

Activate your Wallet

On first login, enter a valid phone number and confirm it via SMS code (one-time only). This activates your Wallet and enables account actions.

5. Company Profile & Administrator

Fill in the following company information in Profile & Account Settings. These fields will be visible on invoices and in your storefront where indicated.

Company details (required)

• Trade name: store name shown to customers
• Legal name: company name as in registration
• VAT number: company VAT ID
• Trade number: company registration number
• Office address: complete address
• Authorization / License / Certificate: fill all available numbers needed to show to clients according to D 2000/31/CE

Company administrator (required)

• Name and surname (exact as in official documents)
• Email address
• Phone number
• CNP / NIF
• Date of birth
• Address (full)
• Type of identification document (ID card / passport)
• Document number & series
• Issuer & validity date
• Citizenship

Note: Keep administrator documents and IDs up to date — some markets may require additional verification.

6. Financial Details & Accounts

Financial details are shown on invoices for commissions and must be accurate. These are NOT synchronized automatically with Stripe — after changes, send a request to support.marketplace@vivre.eu to update Stripe records.

Accounts

• Name (label for account: e.g., Office, Sales, Finance)
• Email linked to the account (login & notifications)
• Actions: edit / delete / add new account

Change password

1. Old password
2. New password
3. Confirm new password
4. Save changes

API Credentials

Use API credentials Profile > Account settings > API credentials to integrate with Vivre. You will find:

• Username (e.g., api13608@vivre.eu)
• Password (API password)
• Callback URL — where Vivre sends updates (orders, status changes)
• Link to API documentation

7. Countries Setup

Choose the countries where you want to sell and configure market-specific settings. Each country is managed individually.

Financial settings per country

• VAT %: Enter the VAT percent for the country. When publishing on All countries, use VAT=0 in the template; when publishing per country, include VAT in price.
• VAT Reverse Charge: Select YES if you sell B2B within EU to VAT-registered companies (VIES) — invoices issued with 0% VAT.
• B2C only: YES/NO — if set to YES you will sell only to consumers.

Shipping & Couriers

• Select courier(s) & add tracking URL
• Base shipping fee
• Free shipping threshold
• POD (cash on delivery) fee
• Delivery days min & max (example: 2–4 days)

Warranty & Returns (visible on store front)

Complete these fields in the local language for the customer. If not provided, your shop page will not show the return policy and platform may be required to refund customers in certain cases.

• Return fee
• Warranty & return policy (clear, localized)

Privacy & About

• Privacy policy (GDPR compliance)
• About seller — short description for storefront

8. Payments (Stripe)

Vivre Marketplace requires credit card payments. The platform uses Stripe for tripartite payments:

1. The customer pays via card on Vivre.
2. Stripe collects payment under Vivre’s marketplace account and separates Vivre commission.
3. The seller receives the remainder into their Stripe balance.

Onboarding with Stripe

Go to Stripe onboarding link in your partner account and complete the form. After onboarding, payouts to your bank account will be enabled.

Timing & Payouts

• Transfers to seller Stripe account are initiated 7 days after an order is marked as closed (delivered & completed).
• Weekly payouts: Stripe transfers to seller bank account happen weekly (Wednesdays) based on available Stripe balance.

Important: financial details in the Seller Center are not auto-synced with Stripe — after any change, write to support.marketplace@vivre.eu to request Stripe update.

9. Add & Update Products

You can add products manually via an Excel/CSV template or integrate automatically via API. The platform provides automatic attribute extraction and category detection using AI — to help with mapping and search visibility.

Manual upload (Excel/CSV template)

1. Go to Products > All Products > ADD OR UPDATE PRODUCTS
2. Upload any Excel/CSV file or download our template and fill it in.
3. Map columns from your file to system columns and start import.

Template columns & guidance

Key columns (mandatory fields marked with *):

• Code * — unique product code
• Title * — product type, name, color, size (e.g., Sofa ANA, 3 places, red, 300x250cm)
• Description * — include material, size, instructions. AI will extract attributes from this text.
• Price * — numeric value (local currency). If publishing on a country, include VAT in the price; if publishing on All Countries, use EUR without VAT.
• VAT — insert VAT percent (21, 19, 22 etc.). If publishing on All Countries, insert 0.
• Stock — available stock
• Photos — insert links separated by comma/semicolon/pipe. Example: https://example.com/1.jpg,https://example.com/2.jpg
• Height / Width / Length / Weight — numbers only (cm/kg)
• Style, Color, Material, Size — optional but recommended

Important: Do NOT map the Category column — our AI will assign the correct category based on the title and description. When adding new products you must match at least Code, Title and Description.

Images

Upload at least one high-quality image per product (JPG, recommended size 1000x844px). You can upload images in bulk via the photos column (file name must contain product CODE) or by adding links in the Photos column.

Publishing countries

If you want to publish in English across all countries, choose All Countries and price in EUR (VAT = 0). If you publish per-country (e.g., Romania), choose that country and upload file in the country language with Price including VAT.

Update products

To update existing products use the same upload flow but map only the columns you want to change (Code is mandatory). Use the Update existing products option.

• Update price: CODE + PRICE
• Update stock: CODE + STOCK
• Update description: CODE + DESCRIPTION
• Update photos: CODE + PHOTOS
• Update delivery period: CODE + Delivery days min + Delivery days max

10. Promotions & Collections

Use promotional features to increase product visibility and boost sales.

Promotional prices

Upload a promo price file (CODE + Price + Start date + End date). The platform checks the historical minimum price in the last 30 days (CMMP) — use the provided template to ensure compliance.

Campaigns

Join Vivre promotional campaigns by accessing the Promotional Events button and uploading the campaign file.

Collections

Create thematic collections — visible on your seller page — to curate looks and improve discoverability.

11. API & Integration

If you prefer automatic product, stock and price sync, integrate via API. Use your API credentials from Profile > Account settings.

Notes:

• Feed support: currently we don’t support direct feed import, but you can send your feed to us for stock & price sync.
• Callback URL: add your endpoint to receive automated order updates from Vivre.

12. Manage Orders & Shipping

The Order Center shows all orders and statuses. Typical workflow for a new order:

1. Open the order (eye icon) and review payment status (CC = paid by card, POD = payment on delivery)
2. Prepare shipment
3. Insert AWB (select courier or add manually), number of parcels, tracking URL, and optionally AWB PDF
4. Upload invoice (customer can download from order page)
5. Mark order as delivered/closed when completed

Order statuses

• New — waiting to be processed
• Closed — delivered & completed
• Canceled — cancelled or failed payment

Reschedule & Cancel

You can reschedule delivery — this sends a notification to the customer with the new interval. Use this as an exception, because customers might cancel orders when rescheduled. Seller cancellations are commissionable.

Client messages

Use the Order Chat to communicate: send/receive messages and photos. Conversations are auto-closed after 2 months from last message. You can monitor open conversations in Support page.

Bulk actions

• Download orders list
• Insert AWB in bulk
• Bulk upload invoices

13. Handling Returns

Return statuses:

• New — customer initiated
• Processing — return is in progress
• Closed — return completed
• Canceled — customer canceled the return

Processing returns

1. Confirm transport & organize pickup
2. Comply with legal 14-day deadline to close the return
3. Apply additional fees only when return is not due to product non-conformity

Finalizing returns

• POD orders — send refund payment to displayed IBAN and upload payment proof (PDF)
• Card payments — click Approve payment in the platform and Stripe will refund the customer automatically

Important: Returns not processed within 14 days from request will be automatically closed and refunded to the customer. Failure to pick up returns or to approve refunds in time may lead to temporary suspension.

14. Reports, Balance & Payouts

Reports are available monthly and by country. Use filters for date range, month, and year.

General overview

• Orders, returns, taxes, Stripe transfers, initial balances
• Transaction log: all orders per month / country

Key metrics

• POD Amount (cash on delivery)
• CC Amount (card)
• Commission with VAT
• Refund by Platform
• Transfer to Stripe account

Seller balance — what it is

The balance shows the net amount owed by Vivre to the seller after commissions, returns, transfers, and other deductions. Each country has a separate balance.

How balance is settled

• Commissions/fees are deducted automatically from future orders
• Transfers to Stripe are processed when orders reach CLOSED status
• Payouts from Stripe to bank account are weekly (Wednesdays)

Commission reports & invoices

Download monthly commission invoices per country and review breakdowns for CC and POD payments.

15. Support & Resources

If you need help, contact Seller Support at support.marketplace@vivre.eu.

Useful links:

• Stripe Onboarding
• Catalog Sync
• Product Template & Import
• Vivre FAQ (public)
• Neuro Loyalty Program

Want a printable PDF of this guide or a localized version in another language? Contact support.marketplace@vivre.eu and request the localized export.