Zoho implementation for Online Marketplaces and Aggregators
Zoho for online marketplaces and aggregators: manage sellers, buyers, listings, commissions, payouts and support for marketplaces and aggregators.
Business process workflow
How online marketplaces and aggregators work flows in Zoho
Manage sellers, buyers, listings, commissions, payouts and support for marketplaces and aggregators.
Common problems we fix
- Seller onboarding is slow
- Commission and payout calculation is manual
- Support tickets pile up
The process, step by step
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Zoho AnalyticsDepartment by department
How every department of a online marketplaces and aggregators business works in Zoho
In an online marketplace or aggregator, seller onboarding, catalogue, buyer growth, order operations, customer support, trust and safety, finance and HR all work on the same seller, listing and order. In Zoho each team has its own screens, but they share one seller record, one order and one payout ledger, so a dispute, a return or a commission change is traced to the right party.
How the departments hand work to each other
Each arrow is a handover. Because every team works on the same Zoho records, the next department picks up the work without re-entering it.
- 1Seller Acquisition and Onboarding to Catalogue and Category Management: Live seller ready to list products
- 2Seller Acquisition and Onboarding to Finance, Settlements and Accounts: Seller commercials and bank details for payouts
- 3Catalogue and Category Management to Buyer Growth and Marketing: Approved deals and featured listings for campaigns
- 4Catalogue and Category Management to Trust, Safety and Compliance: Listings flagged for policy breach
- 5Buyer Growth and Marketing to Order Operations and Fulfilment: Expected order volumes for sale events
- 6Buyer Growth and Marketing to Finance, Settlements and Accounts: Marketing spend and coupon cost
- 7Order Operations and Fulfilment to Buyer and Seller Support: Order exceptions buyers need updates on
- 8Order Operations and Fulfilment to Finance, Settlements and Accounts: Delivered, cancelled and returned orders for settlement
- 9Buyer and Seller Support to Finance, Settlements and Accounts: Dispute decisions with refund or seller debit
- 10Buyer and Seller Support to Trust, Safety and Compliance: Repeated complaints about a seller
- 11Trust, Safety and Compliance to Finance, Settlements and Accounts: Payout holds for suspended sellers
- 12Trust, Safety and Compliance to Catalogue and Category Management: Removed listings and policy updates
- 13Finance, Settlements and Accounts to Management and Reporting: GMV, net revenue and contribution by category
- 14HR and Payroll to Finance, Settlements and Accounts: Payroll totals for posting
- 15Management and Reporting to Seller Acquisition and Onboarding: Category targets for seller acquisition
Each department in detail
Open a department to see its workflow, its own entity diagram, who does the work, what needs approval, the reports it watches and what it hands over.
Seller Acquisition and OnboardingBrings sellers or service providers onto the platform, verifies them and gets their first listings live.
Workflow
- 1
Capture seller interest
Seller sign-ups from the website, events and outreach become leads with category, city and catalogue size.
- 2
Verify documents
Business registration, tax ID, bank details and category licences are collected and checked.
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Activate the seller
The verified seller gets a store, onboarding training and a first-listing checklist.
- 5
Nudge to first sale
Seller success follows up until the first order ships.
Zoho CRM
Zoho Forms
Zoho WorkDrive
Zoho LearnEntity diagram: Seller Acquisition and Onboarding
The records this team creates and updates, their key fields, and how they link.
- Zoho CRM
- Zoho Creator
- Zoho Sign
Read the relationships as text
- Seller Lead converts to Seller (1:1)
- Seller verified in Verification Case (1:1)
- Seller signs Seller Agreement (1:N)
Who does the work
- Seller acquisition executive
- Seller success manager
- Category lead
Approvals and controls
- Commission below the category rate card needs the category lead
- Sellers in regulated categories need licence verification before going live
Reports they watch
- Sellers signed and live by category
- Time from sign-up to first sale
- Verification backlog
Hands over to
- Catalogue and Category Management: Live seller ready to list products
- Finance, Settlements and Accounts: Seller commercials and bank details for payouts
Catalogue and Category ManagementKeeps listings accurate, compliant and searchable and plans category assortment and pricing events.
Workflow
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Review new listings
New listings are checked for title, images, attributes and prohibited items before approval.
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Standardise attributes
Category attribute templates keep size, brand and specs consistent.
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Manage price and deals
Deal and sale event nominations are reviewed with seller funding and caps.
- 4
Fix listing quality
Listings with poor content or high returns are flagged to sellers for correction.
Entity diagram: Catalogue and Category Management
The records this team creates and updates, their key fields, and how they link.
- Zoho Commerce
- Zoho Creator
Read the relationships as text
- Category Template governs Listing (1:N)
- Listing nominated in Deal Nomination (1:N)
- Listing may get Listing Issue (1:N)
Who does the work
- Catalogue executive
- Category manager
Approvals and controls
- Listings in restricted categories need category manager approval
- Deal discounts funded by the platform need the category lead and finance
Reports they watch
- Listings pending review
- Listing quality score by seller
- Deal performance by event
Hands over to
- Buyer Growth and Marketing: Approved deals and featured listings for campaigns
- Trust, Safety and Compliance: Listings flagged for policy breach
Buyer Growth and MarketingBrings buyers to the platform and keeps them coming back through campaigns, offers and loyalty.
Workflow
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Plan campaigns
Sale events, category pushes and app install campaigns are planned with budget and goals.
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Run lifecycle journeys
Welcome, cart abandonment and win-back journeys run by buyer segment.
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Manage coupons
Coupon codes are created with budget caps, and redemptions tracked.
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Entity diagram: Buyer Growth and Marketing
The records this team creates and updates, their key fields, and how they link.
- Zoho Campaigns
- Zoho Marketing Automation
- Zoho Creator
Read the relationships as text
- Campaign targets Buyer Segment (N:N)
- Campaign issues Coupon (1:N)
- Buyer Segment enters Journey (1:N)
Who does the work
- Growth marketer
- CRM marketing manager
Approvals and controls
- Coupons beyond the budget cap need the head of growth
- Campaigns using seller-funded discounts need the seller's agreement
Reports they watch
- Buyers acquired by channel and cost
- Repeat purchase rate
- Coupon cost against orders
Hands over to
- Order Operations and Fulfilment: Expected order volumes for sale events
- Finance, Settlements and Accounts: Marketing spend and coupon cost
Zoho Campaigns
Zoho Projects
Zoho Marketing Automation
Zoho Creator
Zoho Commerce
Zoho SocialOrder Operations and FulfilmentMakes sure every order is accepted, shipped or served on time, and handles returns and cancellations.
Workflow
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Track order acceptance
Orders not accepted by sellers within the SLA are flagged and reassigned or cancelled.
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Monitor shipping
Courier pickups, in-transit and delivery events are tracked against promise dates.
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Handle returns
Return requests are approved by policy, pickups booked and refunds triggered on receipt.
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Score seller performance
Late shipments, cancellations and return rates feed each seller's scorecard.
Zoho FlowEntity diagram: Order Operations and Fulfilment
The records this team creates and updates, their key fields, and how they link.
- Zoho Commerce
- Zoho Creator
Read the relationships as text
- Marketplace Order shipped as Shipment (1:N)
- Marketplace Order may get Return Request (1:N)
- Seller Scorecard measures Marketplace Order (N:N)
Who does the work
- Order operations executive
- Returns executive
- Operations manager
Approvals and controls
- Refunds before return pickup need the operations manager
- Seller suspension for poor performance needs the operations manager and category lead
Reports they watch
- On-time shipment rate by seller
- Cancellation and return rate
- Orders breaching SLA
Hands over to
- Buyer and Seller Support: Order exceptions buyers need updates on
- Finance, Settlements and Accounts: Delivered, cancelled and returned orders for settlement
Buyer and Seller SupportAnswers buyer and seller queries and resolves disputes between them fairly and on time.
Workflow
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Take queries
Buyer and seller queries arrive by chat, email and in-app forms as tickets with order linked.
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Self-serve answers
Help centre articles answer common questions on delivery, returns and payouts.
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Mediate disputes
Item not as described and service disputes collect evidence from both sides before a decision.
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Zoho SalesIQ
Zoho SurveyEntity diagram: Buyer and Seller Support
The records this team creates and updates, their key fields, and how they link.
- Zoho Desk
- Zoho Creator
Read the relationships as text
- Support Ticket may open Dispute Case (1:1)
- Help Article deflects Support Ticket (N:N)
Who does the work
- Support agent
- Dispute specialist
- Support lead
Approvals and controls
- Dispute decisions above a set value need the support lead
- Goodwill credits beyond policy need the support lead
Reports they watch
- Tickets by party and category
- Dispute outcomes and time to decide
- CSAT by channel
Hands over to
- Finance, Settlements and Accounts: Dispute decisions with refund or seller debit
- Trust, Safety and Compliance: Repeated complaints about a seller
Trust, Safety and ComplianceKeeps fraud, counterfeit and prohibited items off the platform and meets consumer and data protection rules.
Workflow
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Review flagged accounts
Suspicious buyers and sellers flagged by rules or reports are reviewed.
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Act on policy breaches
Listings are removed and sellers warned, suspended or banned by policy.
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Handle IP complaints
Brand and IP complaints are logged and listings taken down where valid.
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Meet regulatory duties
Grievance officer responses, data requests and seller disclosures are tracked.
Entity diagram: Trust, Safety and Compliance
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho Desk
Read the relationships as text
- Risk Flag may lead to Enforcement Action (1:N)
- IP Complaint may lead to Enforcement Action (1:N)
- Grievance may lead to Enforcement Action (1:N)
Who does the work
- Trust and safety analyst
- Compliance officer
Approvals and controls
- Permanent seller bans need the head of trust and safety
- Account reinstatement needs a second reviewer
Reports they watch
- Flags and actions by type
- IP complaints and takedown time
- Grievances within statutory timelines
Hands over to
- Finance, Settlements and Accounts: Payout holds for suspended sellers
- Catalogue and Category Management: Removed listings and policy updates
Finance, Settlements and AccountsCollects buyer payments, pays sellers net of commission and fees, and keeps the books.
Workflow
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Reconcile collections
Gateway and cash-on-delivery collections are matched to orders daily.
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Calculate seller payouts
Payouts are worked out per cycle net of commission, fees, returns and holds.
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Invoice commission
Commission and fee invoices go to sellers with GST in India or VAT in the UK and UAE, plus marketplace tax collection where required.
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Close the month
Revenue, refunds, coupon cost and payouts are reconciled for the monthly close.
Entity diagram: Finance, Settlements and Accounts
The records this team creates and updates, their key fields, and how they link.
- Zoho Creator
- Zoho Books
Read the relationships as text
- Settlement Cycle billed in Commission Invoice (1:1)
- Collection Recon funds Settlement Cycle (N:N)
- Settlement Cycle may have Payout Hold (1:N)
Who does the work
- Settlements analyst
- Accountant
- Finance controller
Approvals and controls
- Payout batches need maker and checker approval
- Releasing a payout hold needs trust and safety clearance
Reports they watch
- Payouts by cycle and status
- Unreconciled collections
- Take rate by category
Hands over to
- Management and Reporting: GMV, net revenue and contribution by category
HR and PayrollHires and grows teams across operations, support and tech and pays salaries and incentives.
Workflow
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Onboard and train
New joiners get policy sign-offs and training on tools and processes.
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Run payroll
Salaries and incentives run in Zoho Payroll where it is available, or a local provider.
Zoho Recruit
Zoho People
Zoho Shifts
Zoho PayrollEntity diagram: HR and Payroll
The records this team creates and updates, their key fields, and how they link.
- Zoho People
- Zoho Shifts
- Zoho Learn
Read the relationships as text
- Employee assigned to Shift Roster (1:N)
- Employee completes Training Record (1:N)
Who does the work
- HR business partner
- Recruiter
- Payroll officer
Approvals and controls
- Extra headcount for sale events needs the department head and finance
Reports they watch
- Open roles and time to hire
- Shift coverage for events
- Payroll cost by team
Hands over to
- Finance, Settlements and Accounts: Payroll totals for posting
Management and ReportingGives founders one view of GMV, sellers, buyers, service and unit economics.
Workflow
- 1
Bring data together
CRM, Commerce, Desk, Creator and Books data sync into Zoho Analytics.
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Review unit economics
Take rate, coupon cost, returns and contribution by category are reviewed monthly.
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Entity diagram: Management and Reporting
The records this team creates and updates, their key fields, and how they link.
- Zoho Analytics
- Zoho WorkDrive
Read the relationships as text
- GMV Dashboard feeds Unit Economics (1:N)
- Board Pack includes Unit Economics (1:N)
Who does the work
- CEO
- CFO
- Head of marketplace
Approvals and controls
- Commission rate changes need the CEO and CFO
Reports they watch
- GMV and orders by category
- Active sellers and buyers
- Contribution by category
- Service and dispute trends
Hands over to
- Seller Acquisition and Onboarding: Category targets for seller acquisition
What to expect when you start
A typical plan for a focused project of one to three apps. Larger scope or messy data takes longer; we confirm the timeline after discovery.
Week 1 to 2
Map and agree
We walk through your online marketplaces and aggregators process from "Seller onboarding" to "Reports", list the records and fields you really need, and agree the scope.
Week 3 to 4
Build the core
We configure Zoho Creator and Zoho Sign with your stages, roles, approvals and templates.
Week 5 to 6
Connect and migrate
We clean and import your data, connect email, payments or other tools, and build the reports you will use every week.
Week 7 to 8
Test and go live
Your team tests with real cases, we train each role, and we cut over with a checklist.
Mistakes to avoid
- Copying the old spreadsheet column for column. Keep only the fields that help someone decide or act.
- Leaving out exceptions such as returns, changes and cancellations. Model them early so the team does not work around the system.
- No owner per stage. Name one person for "Seller onboarding" and one for "Reports".
- Going live without checking reports against numbers you already trust.
A good first win
Start with the problem that hurts most: Seller onboarding is slow. Fixing one visible problem in the first month builds trust and adoption for everything after it.
What you can measure
- Seller activation time
- Dispute resolution time
- Take rate
Questions about Zoho for online marketplaces and aggregators
Which Zoho apps suit online marketplaces and aggregators businesses?
A typical online marketplaces and aggregators setup uses Zoho Creator, Zoho Sign, Zoho Desk, Zoho Books, Zoho Analytics. We confirm the exact apps after mapping your own process in a discovery call.
How does the business process flow in Zoho for online marketplaces and aggregators?
1. Seller onboarding; 2. Listings and catalogue; 3. Orders and disputes; 4. Commissions; 5. Payouts; 6. Reports.
Which departments does a Zoho setup for online marketplaces and aggregators cover?
A full setup covers Seller Acquisition and Onboarding, Catalogue and Category Management, Buyer Growth and Marketing, Order Operations and Fulfilment, Buyer and Seller Support, Trust, Safety and Compliance, Finance, Settlements and Accounts, HR and Payroll, Management and Reporting. Each department works in its own Zoho screens, but they share the same customer, order and finance records, so work moves from one team to the next without being retyped.
Zoho apps we set up for online marketplaces and aggregators
- Zoho Creator
Zoho Books
Not sure which apps fit your business? Book a free 30-minute call or see all Zoho products we implement
Zoho services for online marketplaces and aggregators
All Zoho services →- Zoho extensions and widgetsSigma extensions and widgets built for your apps
- Zoho implementationZoho CRM live within 2 weeks, fixed price agreed in writing
- Zoho support100-hour support packs, first reply within 1 hour
- Zoho consultingChoose the right apps and plan before you build
- Data migration to ZohoMove from Salesforce, HubSpot, Tally, QuickBooks or spreadsheets
- Zoho integration servicesConnect Zoho to payments, ads, telephony, e-commerce and more
More industries we build Zoho workflows for
Zoho adapts to almost any business that has leads, orders, projects, people and money to track. A few examples are below; the industries page lists all 179 with a typical process flow and the Zoho apps behind each.
- Construction and ContractingControl tenders, project costs, subcontractors, site materials and progress billing from one system.
- Wholesale and DistributionRun orders, stock across warehouses, credit limits and collections for dealers and retailers.
- Food and BeverageTrack outlet and central kitchen stock, recipes, suppliers and daily sales with branch-wise accounts.
- Fitness and WellnessConvert enquiries into members, manage bookings and recurring fees, and keep members engaged.
- Staffing and RecruitmentManage client job orders, candidate pipelines, placements and invoicing in one flow.
- Travel and TourismTurn enquiries into itineraries, bookings and payments with supplier and customer tracking.
- Telecom and ISPsRun activation, installation, support and recurring billing for subscribers and enterprise accounts.
- Media and AdvertisingManage clients, briefs, campaign projects, approvals and retainer billing for agencies and media firms.
- Import and Export TradingHandle enquiries, proforma invoices, shipments, documentation and multi-currency accounting.