FAQ

General
Ordering
Payments
Suppliers

I have forgotten my username and or password, please can you help?

Forgotten Username:

If you have forgotten your username you can go to: https://fsbmarketplace.com/forgotten-username.html and click the ‘Forgotten your Username’ link. This will take you to a page where you will be asked to enter the answer to your security question, which you selected when you registered for the account. You will also need to confirm the email address associated with the account. If you have entered the details correctly, after you click the ‘Validate’ button you will be sent your username.

Forgotten password:

If you have forgotten your password you can go to: https://fsbmarketplace.com/request-password-reset.html and click the ‘Forgotten your Password’ link. You will be taken to a page where you will be asked to enter the following information:

  • Username
  • Email address
  • Enter a new password
  • Confirm new password

If you have entered the details correctly, after you click the ‘Validate’ button you will be sent an email asking you to confirm the password change.

If you do not know any of the details to put into these pages, please contact [email protected] who will be happy to assist you with getting access to your account.

How do I change my password?

Go to “Your Account”/”Update Your Details”.  The “Change Password” button is at the bottom of the page.  Your new password must be:

  • At least 8 characters long
  • Contain upper and lower case letters
  • We also recommend you put numbers into the password. A good way to incorporate numbers is to substitute numbers for letters that look similar – for instance:
    • ’1′ for ‘i’
    • ’0′ (zero) for ‘o’
    • ’5′ for ‘s’
    • ’3′ for ‘e’.

Once you have entered the new password click the ‘Change’ button at the bottom of the screen.

How do I give feedback on the service I’ve received?

You can give a rating for any transaction.  Go to “Your Account” and click on “Rate Transactions”.

How do I find a local business?

If you enter a postcode when searching, the system will first list those suppliers who have specifically stated that they provide their services in your location.  It will then list other suppliers who have stated that they operate nationally or have not stated a specific location.

I’m not happy with the product or services I received.  How do I complain?

You will need to contact the supplier directly.  Go to “Your Account”/”Your Orders” and click on “Raise a Dispute”.

Do I need to be a member of FSB to use FSB Marketplace?

No, anyone can buy using FSB Marketplace, although only FSB members can register as suppliers.

How do I change my address, phone number or email address?

Go to “Your Account”/”Update Your Details”.   When you’ve made your updates, click on “Save Changes”.

I don’t know my FSB Membership number?

You don’t need your membership number to make a purchase – you can register as a Buyer without it.  You will need it if you want to register as a supplier on FSB Marketplace. 

How do I track my order?

You will be able to see your order history from the 'My Accounts' section, from the top right hand menu of the marketplace.  From the 'My Account' section you will have a menu option for 'My order history'.

Can I change my delivery method, date or address?

You can update your overall delivery address for future orders. This can be found under the 'My Accounts' section, from the top right hand menu of the marketplace. From the 'My Account' section you will have a menu option called 'My Details'. From here you can 'Update personal details'.  If you have a problem with your order we suggest you contact the supplier directly. To find the supplier’s contact details you will need to look at your 'My order history' and view your invoice. The supplier’s contact details will be in the top left hand corner.

How do I return an item?

If you have a problem with your order we suggest you contact the supplier directly. To find the supplier’s contact details you will need to look at your 'My order history' and view your invoice. The supplier’s contact details will be in the top left hand corner.

I haven’t received my order.  What can I do?

You need to contact the supplier directly.  Go to “Your Account”/”Your Orders” and click on “Raise a Ticket”.

How do I cancel an order?

Whether or not you can cancel an order depends on the supplier and what you have ordered.  Go to “Your Account”/”Your orders”.  If you are able to cancel your order you will see the option shown against your order.  If you cannot see an option, and still want to cancel you will need to contact the supplier by clicking on the “Raise a ticket” option.

Can I pay by cash or cheque?

Some suppliers accept cash or cheque payment.  If they do it will be shown under “Other options” on the Checkout page.

How do I pay by cash?

If the supplier accepts cash you will see it as a payment option when you check out your order.  After you have placed your order the supplier should contact you with details of how to pay them. 

How do I change payment details?

When you make your next purchase you will be able to Add/Edit your payment details in the checkout.

Payment methods

When you make your next purchase you will be able to Add/Edit your payment details in the checkout.

Payment issues

If you are having an issue with payments you will need to contact the supplier. To find the supplier’s contact details you will need to look at your order history and view your invoice. The supplier’s contact details will be in the top left hand corner.

Print invoices or receipts

You will be able to see your order history from the 'My Accounts' section, from the top right hand menu of the marketplace.  From the 'My Account' section you will have a menu option for 'My order history'. You will be able to File and print from this page.

Can I track a refund?

Refunds are handled by the supplier directly, you will need to contact the supplier. To find the supplier’s contact details you will need to look at your order history and view your invoice. The supplier’s contact details will be in the top left hand corner.

Need help setting up on FSB Marketplace

If you are a supplier and need help setting up on FSB Marketplace you will find extensive help in the Control Centre.   Login to using your supplier username and password, and open the main menu by clicking on the four horizontal white bars just below the FSB logo.

Now click on the Help section to see a detailed manual, FAQs and videos showing you how to carry out a range of tasks.

We are happy to help

We put our members at the heart of everything we do, so we invite you to contact us with any queries you might have.

Call us

Telephone lines open
8am – 6pm
Monday to Friday.

01253 361 118

Email us

To send us a message, please use our contact form or send us an email and our response times are usually 48 hours of receiving email.

[email protected]