## Zoho Commerce Help Documentation Index

Access the complete documentation index at:
https://www.zoho.com/commerce/help/llms.txt

Use this file to discover all available documentation pages before proceeding.

# 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:

1.  Create Store
2.  KYC Details
3.  Set Up Your Store
4.  Add Opening Stock
5.  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](https://www.zoho.com/commerce/help/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.

1.  Go to **Vikra Seller > Stores** in the left sidebar.
2.  Click the store to open it.
3.  Click **Store QR** in the top-right corner.
4.  Select your business domain.
5.  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:

1.  Go to **Vikra Seller > Settlements** in the left sidebar.
2.  Click the more options in the top-right corner.
3.  Click **Export Settlements**.
4.  Choose an export template.
5.  Under **Export As**, choose the file format.
6.  If needed, enter a password under **Password to protect the file**.
7.  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:

1.  Click **Select an Export Template** under **Fields in Export File**.
2.  Click **\+ New**.
3.  Enter a **Template Name**.
4.  Choose a field under **Field name in Vikra Seller**.
5.  Enter the name you want it to have under **Field Name in Export File**.
6.  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:

1.  The ticket appears with its ID and the buyer’s messages.
2.  Click **Assign** to see the list of users and how many tickets each has.
3.  Hover over a user’s name and click **Assign**.

### Accessing Tickets

Users with Support Panel access can open tickets:

1.  Go to **Vikra Seller > Support Panel** in the left sidebar.
2.  Click **Open Tickets** at the top of the page.
3.  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:

1.  Click **Resolve** on the ticket.
2.  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.

3.  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.