Selling on ONDC with Vikra Seller
Vikra Seller is a channel in Zoho Commerce that lets you list and sell your store on the ONDC Network (Open Network for Digital Commerce). ONDC is an open network that connects buyers, sellers, and logistics service providers across India’s e-commerce space. With Vikra Seller, you can manage your ONDC store operations and configurations entirely within Commerce, connect to Vikra, create a store, receive orders, deliver across India, and receive settlements, all in one interface. Once you set up and publish your store, buyers on any ONDC buyer app can search for your store or items and place orders.
For all Indian organizations, a Vikra Seller option appears under Other Channels in the left sidebar. After you join Vikra Seller and create your first store, the core Vikra modules appear as submenu items under Vikra Seller:
- Stores - Create, set up, and publish the stores you sell through on the ONDC Network.
- Settlements - View, manage, and export the payouts you receive for delivered orders.
- Support Panel - Manage support tickets raised by buyers against their orders.
Note: If your organization was already connected to Vikra, its data carries over automatically and you won’t need to set it up again.
Before You Begin
To sell on the ONDC Network through Vikra Seller, keep the following ready:
- A valid 15-digit GSTIN
- PAN card
- Address proof (electricity bill or rental agreement)
- Bank account details and a cancelled cheque
- FSSAI details, if you package or distribute food items
Join Vikra Seller
Before you can create a store on the ONDC Network, join Vikra Seller from within Zoho Commerce.
- In the left sidebar, go to Other Channels > Vikra Seller.
- In the Vikra Seller page, click Join Vikra Seller. To preview what the channel offers before joining, click Explore Vikra Seller instead.
Note: You can join Vikra Seller only if Location is enabled in your Zoho Commerce organization. If it isn’t enabled, enable Location first, then click Join Vikra Seller.
In the Sync data from Zoho Finance Organization to Vikra Seller dialog, review how the sync works:
Your organization’s data is synced across all connected Zoho Finance apps. Changes made in Zoho Commerce are reflected in the connected apps, and vice versa.
You must be the business owner or an authorised person to share, set up, and manage this data.
Keep the following documents ready to complete your Vikra Store KYC:
- Store GSTIN details
- Store PAN details
- FSSAI details (for grocery businesses)
- Address proof
- Settlement bank details
Select I have read and agreed to the Terms of Service and Privacy Policy of Vikra.
Click Confirm and Proceed.
Clicking Confirm and Proceed internally connects your Commerce organization with Vikra. A confirmation screen appears with the message “You’ve successfully joined the Vikra Seller organization,” prompting you to create your first store.
Click + Create Store to begin the store creation flow described in the next section. Once your first store is created, the Vikra modules: Stores, Settlements, and Support Panel, appear as submenu items under Vikra Seller in the left sidebar.
Stores
The Stores section is where you create a store, complete its setup, and publish it on the ONDC Network. Open Vikra Seller > Stores to view your stores and track setup progress. Complete all five steps to publish:
- Create Store
- KYC Details
- Set Up Your Store
- Add Opening Stock
- Publish Store
You can complete the steps in order, and you can continue adding items while your KYC verification is in progress.
Step 1: Create Store
Click Complete Setup on the checklist, then enter your store details. This step covers everything from your GSTIN to your store address.
| Field | Description |
| GSTIN | Enter your 15-digit GSTIN. |
| Store Name | Prefilled if you entered them earlier. Update them if needed. |
| Business Domain | The business domain is the type of products you sell; you can select multiple domains based on your business. |
| Store Address | Enter your complete store address. Click Locate Your Store on Map, select the exact location, and click Save Location. |
Note: Select the exact location on the map, since orders for your store are routed based on it.
Click Save to complete the store setup.
Step 2: KYC Details
Click Add KYC Details to provide your documents for verification. KYC confirms the credibility of your store on the ONDC Network. Until it’s complete, your store shows a KYC Pending status.
Note: Before you verify your KYC and submit the declaration, make your store live in the payment gateway settings.
| Field | Description |
| GSTIN Username | Enter your GSTIN username to receive an OTP on your registered mobile number, then attach your GST certificate. Completing this results in quicker verification. |
| PAN Details | Attach your PAN card to verify your identity. |
| Shop And Establishment Registration Details | Enter your Shop and Establishment registration number. Upload your Shop and Establishment registration certificate, which Vikra Seller verifies. |
| Address Details | Upload address proof, such as an electricity bill or rental agreement. |
| Bank Account Details | Enter your bank details and upload a cancelled cheque (mandatory). Once verified, all settlements are made to this account. |
| Escalation Contact Details | Enter contact details for the Vikra Seller operations team to reach you. These are not shown to buyers. |
| Store Contact Details | Enter the contact details shown to buyers on ONDC buyer apps. |
After you submit, verification begins and may take some time. You can continue setting up your store in the meantime, and you can save your KYC as a draft and return to it later.
Step 3: Set Up Your Store
Click Set Up Store to configure your store details, timings, convenience fee, fulfilment, and shipping preferences.
Store Details
| Field | Description |
| Store Display Name | The name shown on ONDC buyer apps. |
| Store Logo | Upload an image no larger than 1 MB. |
| Short Description | A short description or tagline for your store. |
| Long Description | A longer overview of your store. |
Click Save & Next to continue.
Store Timings
| Field | Description |
| 24/7 | Your store operates all day, every day. |
| 24 Hours | Your store operates all day, but only on selected days. Choose them under Working Days. |
| Custom | Set specific days and hours during which your store operates. |
| Working Days | Select working days if you chose an option other than 24/7. |
| Working Hours | Select working hours if you’re setting custom timings. |
| Holidays | Add days when your store is closed. |
Click Save & Next to continue.
Convenience Fee
A small percentage is added to every buyer’s order as a convenience fee. Choose who pays it:
| Field | Description |
| Store Owner | You pay the convenience fee on the buyer’s behalf. |
| Buyer | The buyer pays the convenience fee. |
Click Save & Next to continue.
Sales Order Fulfilment
Decide how orders are packed, shipped, and delivered. This sets the Fulfillment Type shown on your store page.
| Field | Description |
| On Network | Vikra Seller finds a logistics partner from the ONDC Network to handle packing, shipping, and delivery. |
| Off Network | You handle the entire fulfilment process yourself. |
| Hybrid | Use both On Network and Off Network fulfilment—handle some deliveries yourself and use Vikra Seller’s logistics partners for others. With Hybrid, you choose between On Network and Off Network fulfilment for each order. |
Note: If your store’s fulfilment type is set to On Network, then the Fulfilment Details are mandatory when you create an item.
You can also restrict orders by a minimum purchase amount:
| Field | Description |
| Set Minimum Order Value | Select this to restrict orders until the minimum purchase amount is met in ONDC buyer apps. Enter the minimum order value in the text box that appears. Customers can then check out only if their cart value meets or exceeds this amount. |
After orders start coming in, you can track fulfilment under Sales > Orders.
Shipping Preferences
Set your shipping range and zones. This sets the Shipping Range shown on your store page.
| Field | Description |
| Maximum hours required to pack an order | The maximum time you need to pack an order. This appears under the Store Details tab after you publish. |
| Pan India | Deliver across the country. |
| By Radius | Deliver within a set distance. |
| By Pin | Deliver to one or more PIN codes or states. |
| Shipping Zones | Select from existing zones, or click + Add Shipping Zone to create one. |
Step 4: Add Opening Stock
Click Create Item to add the items you’ll sell. Items must comply with the ONDC protocol, which means completing a few extra required fields as you create each item. Create at least one item before you publish. If KYC verification is still in progress, you can keep adding items in the meantime.
Item creation opens the New Item page in the Items module. To make an item available on the ONDC Network, enable Sell in ONDC Network at the top of the page. Enabling this option shows the ONDC-specific fields described below.
Note: The Sell in ONDC Network toggle controls whether an item is listed on the network. Enable it for every item you want to list in the ONDC buyer apps.
General Details
| Field | Description |
| Sell in ONDC Network | Turn this on to sell the item on the ONDC Network. |
| Title | Enter the item name. |
| URL | The item’s storefront URL, generated from your store address. |
| Category | Select the item’s category. |
| Brand | Select an existing brand or add a new one. |
| Manufacturer | Select an existing manufacturer or add a new one. |
| Unit | Select or type a unit of measure for the item. |
| Item Images | Drag images in or click Browse images. You can upload up to 200 images, with a maximum of 20 per upload. Each image must be 7 MB or less and no larger than 7000 × 7000 pixels. |
| Item Rear View Image | Upload a rear-view image of the item. |
Note: The Category field lists the categories supported on the ONDC Network. When you select a supported category, it’s saved as the item’s category in Zoho Commerce.
ONDC Network Details
These fields appear when Sell in ONDC Network is on and are required for ONDC compliance.
| Field | Description |
| ONDC Network Returnable | Select Yes or No to indicate whether buyers can return the item. |
| Cancellable | Select Yes or No to indicate whether buyers can cancel an order for the item. |
| Net Quantity | Enter the net quantity and select its unit. |
Item Details
| Field | Description |
| Item Type | Select the item type. |
Online Store
| Field | Description |
| Tags | Add tags to the item. Press Enter to add each tag. |
| Show On Sale badge on the item | Select this to display an On Sale badge on the item. |
The page also includes a Description section and the standard Zoho Commerce item fields. Refer to the Items help document for detailed steps.
Click Save to add the item.
Step 5: Publish Store
Once all items are added and KYC verification is complete, click Publish. Your store goes live on the ONDC Network and buyers can start ordering.
Download and Share Your Store’s QR Code
Every Vikra Seller store has a unique QR code you can share so customers can reach your store quickly.
- Go to Vikra Seller > Stores in the left sidebar.
- Click the store to open it.
- Click Store QR in the top-right corner.
- Select your business domain.
- When the QR PDF appears, click Download the PDF.
Share the PDF on social media or display a printed copy at your store.
Store Page Options
From the store page you can also:
Configure Notifications - Opens the Notification Preferences page to set up alerts for the store.
More - Access additional store actions:
- Mark as Inactive - Used to deactivate the store in ONDC.
- Delete - Used to remove the store from ONDC.
Notification Preferences
Click Configure Notifications in the store page to open the Notification Preferences page. You can also reach it from Settings > Customization > Notification Preferences.
Preferences are split by sales channel into two sub-tabs, Zoho Commerce and Vikra Seller. All Vikra Seller notifications appear under the Vikra Seller tab.
Note: Notifications are configured separately for each channel. Turning a notification on under Zoho Commerce doesn’t turn it on for Vikra Seller, and the reverse is also true.
Each notification can be delivered through WhatsApp, SMS, and email. Use the toggle to turn a notification on or off, and click Configure to set up how it’s sent.
Vikra Seller notifications include:
| Notification | Sent when |
| Resolved Network Logistics Partner Tickets | A cascaded ticket is resolved by the logistics partner. |
| Settlement Confirmation | A settlement is recorded. |
| Order Received | A customer places an order. |
| Order Cancelled | A customer cancels an order. |
| Order Returned | A customer requests a return. |
| Customer Ticket | A customer raises a ticket. |
| Ticket Response Time Alerts | A reminder to resolve or acknowledge tickets. |
| Store Alerts | There’s an important store update or action. |
Settlements
A settlement is the payout you receive from Vikra Seller for the products you’ve sold. An order becomes eligible for settlement only after it’s delivered to the customer. The Settlements section lets you view, manage, and export your settlements.
Settlement Processing
Settlements are processed after the buyer application releases the funds for the order. This timeframe varies by buyer application.
A single settlement can cover multiple orders. If you have several orders pending settlement, they’re processed together as one settlement.
Each settlement includes the following details:
| Field | Description |
| Settlement | A sequential number assigned to every settlement. |
| Settlement Date | The date the settlement is processed. |
| Total Order Amount | The amount the customer pays for the order. |
| Estimated Settlement | The amount expected for an order, excluding TDS and TCS. |
| Actual Settlement | The amount paid to you after the buyer application deducts TDS, TCS, and convenience fee. |
| Total Orders | The number of orders covered by the settlement. |
| Reference | A unique number generated at the bank for the settlement transaction. |
| Bank Account | The bank account the settlement is paid into. |
Exporting Settlements
You can export settlements in CSV, XLS, or XLSX format:
- Go to Vikra Seller > Settlements in the left sidebar.
- Click the more options in the top-right corner.
- Click Export Settlements.
- Choose an export template.
- Under Export As, choose the file format.
- If needed, enter a password under Password to protect the file.
- Click Export.
Export Templates
An export template lets you export only the fields you need and rename them for the exported file. To create one:
- Click Select an Export Template under Fields in Export File.
- Click + New.
- Enter a Template Name.
- Choose a field under Field name in Vikra Seller.
- Enter the name you want it to have under Field Name in Export File.
- Click Save and Select.
Support Panel
The Support Panel helps you manage support requests raised by buyers about their orders. When a buyer raises a query from their buyer application, it’s created as a ticket in Vikra Seller, where you can view, assign, update, and resolve it.
With the Support Panel, you can:
- Get notified about ticket updates from buyers or logistics partners.
- Assign tickets to specific agents and oversee how they’re handled.
- See the number of tickets and their statuses at a glance.
- Communicate with buyers instantly.
Assigning Tickets
When a buyer raises a complaint, a new unassigned ticket is created, and every user with Support Panel access receives an in-app notification. When a user clicks the notification:
- The ticket appears with its ID and the buyer’s messages.
- Click Assign to see the list of users and how many tickets each has.
- Hover over a user’s name and click Assign.
Accessing Tickets
Users with Support Panel access can open tickets:
- Go to Vikra Seller > Support Panel in the left sidebar.
- Click Open Tickets at the top of the page.
- Click the ticket assigned to you.
Each ticket includes the following details:
| Field | Description |
| Query | The complaint the buyer raised from their buyer application. |
| Ticket | A number unique to every ticket in your organization. |
| Status | The ticket’s status. New tickets are Open by default. |
| Created On | The date and time the ticket was created. |
| Priority | The priority for handling the ticket. |
| Source | Who raised the ticket. |
| Delivery Type | For Off Network orders, the delivery partner is chosen by the seller. For On Network orders, delivery is handled by logistics partners on the network. |
| Issue Item | The items the complaint relates to, with order value and quantity. |
Responding to Tickets
To respond, the agent can either:
- Click Acknowledge, type a message under Remarks, and click Submit, or
- Reply directly in the Enter your message here box and click the Send icon.
Once sent, the buyer receives the message on their buyer application.
Note: You must acknowledge a ticket within 2 hours of receiving it. If you don’t, its status changes from Open to Overdue.
Resolving a Ticket
After investigating, resolve the ticket:
- Click Resolve on the ticket.
- In the Resolve Ticket pop-up, choose an Action Type:
| Action Type | Result |
| No Action | The ticket is marked resolved with no further action needed. |
| Cancel | The related order is marked as cancelled. |
| Refund | A refund is processed for the related order. |
| Replace | A replacement is initiated for the related order. |
- Enter the Resolution and Remarks, then click Submit.
The ticket status changes to Resolved.
Note: Resolving a ticket doesn’t update the order. Update the order details manually from the Orders section.
Viewing Tickets
The Tickets Dashboard helps Admin users track tickets. It has two views.
Open Tickets Dashboard - Shows only tickets in Open status, with filters:
| Filter | Description |
| Store | Show open tickets for a selected store. |
| Assigned to | Show tickets assigned to a chosen agent, or choose Unassigned for tickets not assigned to anyone. |
| Category | Fulfilment shows shipment-related tickets (delays, “where is my order,” and so on). Item shows product-related tickets (product or quantity mismatch, and so on). |
| Overdue Tickets | Tickets not acknowledged within two hours of creation. |
| Unassigned Tickets | Tickets not assigned to any agent. |
| Unacknowledged Tickets | Tickets not yet acknowledged but not overdue. |
| Network Logistics Partner Pending | Tickets awaiting an update from the delivery partner. |
| Network Logistics Partner Processing | Tickets with a delivery-partner ETA, in processing until the partner resolves them. |
Tickets Dashboard - Shows all tickets the user can access, with additional filters under View By:
| Filter | Description |
| Open | Tickets in Open status. |
| Closed | Tickets closed by the customer from the buyer application; no further action needed. |
| Processing | Acknowledged tickets with a confirmed resolution ETA. |
| Resolved | Tickets marked Resolved by the agent; no further action needed. |
| Network Logistics Partner Pending | Tickets awaiting a delivery-partner update. |
| Network Logistics Partner Processing | Tickets with a delivery-partner ETA. |
| Network Logistics Partner Resolved | Tickets resolved by the delivery partner; no further action needed. |