Tutorials & FAQ
Watch FitCrets answer the 12 most common questions — payments, order tracking, refunds, warranties, privacy, strategy — plus the complete platform tutorial and vendor walkthroughs. Landscape and portrait versions for every answer.
Platform tutorials
- FitCrets complete guide — 11 chapters: vendor, buyer and FitCrets admin across every payment type (~6.5 min).
- Vendor 2-minute guide — Sign-up to settlements in 23 steps.
- Vendor full walkthrough — Every screen, PDF and e-mail (~3 min).
FitCrets Answers — 12 questions, 12 videos
FAQ 01 — How can a customer approach FitCrets to buy a product, book a service or get information — and how does FitCrets reach new clients?
Everything starts at fitcrets dot com. Search finds verified trainers, fitness centres, vendors and academies — with prices shown in your own currency. In the Marketplace you add to cart, request a quote, or visit a store. On a trainer's profile you book a session or send a message. Prefer to talk? Email info at fitcrets dot com, or call and WhatsApp us in the UAE and Pakistan. And FitCrets comes to you too — through our founding-member campaign, referral codes, newsletters and social channels.
FAQ 02 — Which payment methods are available to customers, and how are payments for products and services processed?
Each vendor chooses the methods they accept, and checkout shows only those. Pay by card through FitCrets with Stripe, or with JazzCash in Pakistan. Some vendors also take cash on delivery, bank transfer, or card through their own account. Online payments are collected by FitCrets, held for ninety-six hours for any refund claims, then paid out to the seller every Friday. Prices are stored in US dollars and shown in your currency — and every payment is confirmed by email and in the app.
FAQ 03 — How do customers track their orders and deliveries, and where are the delivery, cancellation and return policies?
Open your dashboard and go to My Orders. Every order moves from Pending to Acknowledged, Processing, Shipped and Delivered — and each step notifies you by email and in the app. From the order you can download the receipt, invoice and delivery challan, message the vendor, or request a refund. Each listing shows the delivery method, the estimated delivery time, and whether the vendor's refund policy or the FitCrets policy applies. All platform policies live at fitcrets dot com slash policies.
FAQ 04 — How does FitCrets confirm and record that a customer purchased a product or service, and what evidence is kept?
Every purchase is recorded automatically — nothing is written down by hand. The order keeps the buyer, the vendor, the items, the amounts, the payment method and the full status history. Card payments are confirmed by Stripe, JazzCash payments keep their transaction reference, and bank transfers carry the uploaded proof. Buyers get a receipt, an invoice and a delivery challan. Sellers see orders, inventory and statements. Admins have transactions, refunds and a full audit log — and the database is backed up every day.
FAQ 05 — How does FitCrets handle failed payments, refunds and unusual payment activity — and how is it monitored?
A declined card or JazzCash payment never creates a paid order — you simply retry or pick another method. Refunds follow one workflow: request it from My Orders, the vendor or admin decides against the policy, and the money returns the way it came. Behind the scenes, admins monitor refunds and transactions, and the AML module checks identities, trade licences, bank accounts and daily limits. Repeated refunds trigger an account review, and FitCrets can hold or reverse payouts.
FAQ 06 — What documents can customers obtain, and how are refunds and cancellations handled?
From My Orders you download the receipt, the invoice and the delivery challan. Bookings come with invoices and calendar files, events with QR tickets, and courses with certificates. Cancel a session forty-eight hours ahead for a full refund, between twenty-four and forty-eight hours for half, and under twenty-four hours no refund. Products are refundable before dispatch; after shipping the seller's return policy applies, and defective items are covered for fourteen days. Request it in the app, and the money returns through the original payment method.
FAQ 07 — Who is responsible for product and service quality, warranty and coverage — and what does FitCrets do in a dispute?
Items sold by an independent vendor are fulfilled by that vendor — quality, warranty and returns are theirs. Items managed by FitCrets are covered by our own refund policy. FitCrets verifies every seller — identity, trade licence and bank account — and shows the badges on each listing. Real reviews, a ninety-six hour earnings hold and refund mediation keep everyone honest. In a dispute: message the vendor, raise a refund request, and an admin reviews the evidence and decides by policy.
FAQ 08 — Can FitCrets track visitor behaviour for personalised recommendations, follow-up and automated marketing?
Yes — with your consent. Site analytics run through Google Tag Manager and are disclosed in our Privacy Policy; signed-in users manage consents and marketing preferences in Settings. Once you sign in, your bookings, goals and orders power Smart Recommendations and Coach Sameer's advice. Our team can send segmented email campaigns, with one-click unsubscribe, and schedule social posts with tracked links. Automated follow-ups for things you viewed but didn't buy are on the roadmap — opt-in only.
FAQ 09 — Considering the investment, costs and time to establish FitCrets, is the direction sustainable — and should the priority be profitability or long-term market position?
Market position first, with clear profitability milestones. Marketplaces win on supply, so our founding campaign gives the first fifteen hundred sign-ups up to three free years — verified trainers, centres and vendors in place before members arrive. The revenue engines are built — role-based plans, platform commission, event fees and paid services — and they switch on as the free periods end. Costs are mostly fixed and low, so margins grow with volume. We track sellers, listings, bookings and conversion monthly, and set the break-even date as the first cohort converts.
FAQ 10 — Should FitCrets offer vendors and fitness professionals an optional paid fast-track marketing and sales service with a dedicated team?
Yes — as an optional, clearly separated service, so the free marketplace stays neutral. The tools exist already: the social scheduler with AI content, tracked links, email campaigns, CRM, coupons and featured banners. Growth Partner tiers could combine a set-up fee with a monthly retainer, or a success fee on attributed sales. Unique codes and links make every result measurable, and boosted listings carry a Sponsored label. We start with a handful of pilot vendors to prove the uplift before pricing the packages.
FAQ 11 — What questions, concerns or recommendations should team members raise so everyone understands FitCrets' objectives, responsibilities and expectations?
Ask the questions that turn 'the platform does this' into 'who does what, by when'. Who approves refunds, verifies sellers, handles disputes and releases payouts? Which steps are automatic, and which need a person? What are our service levels — reply times, refund decisions, payout days? What exactly do we tell customers, and where does each report live? And which customer requests belong on the roadmap?
FAQ 12 — What team input should be incorporated into FitCrets' policies and SOPs so responsibilities, processes and stakeholder viewpoints are documented?
Process maps for every transaction type, with the automatic steps marked. A RACI matrix and service-level table, plus an escalation ladder for disputes and incidents. Decision trees that mirror the published refund and payout policies, so support never improvises. The seller onboarding checklist, customer-service scripts, and this FAQ as the knowledge base. Operations consolidates, Legal reviews, the platform team confirms accuracy, and the COO approves — reviewed every quarter.