Frequently Asked Questions

Q: Must I be registered to purchase? Do I need an account?

Yes. If you have an existing account, you should login first. For first time buyers, an account will be automatically created for you at check-out. An email with your login details will be sent to you.  On your next purchase, you can login with your e-mail address and password. Logging in will save you the time on re-entering your billing information, allow you to view your past purchases and download your purchased digital products (if any).

Q: Can I change my email address after I am registered?

No, to avoid confusion, the email address cannot be changed after registration.

Q: I forgot my password, what should I do?

Click on Login at the top of the page and on Request New Password tab, enter your e-mail address and we will send you a temporary link to reset your password.

Q: How does the refund process work?

Please notify us as soon as possible and we will have the Seller to contact you on the arrangements. If refund is permitted, it will be made back to your Paypal account, Credit Card or bank account (for eNets). All refund requests are subject to Seller’s approval. OpenSchoolbag will not be involved in any negotiations.

Q: Can I ask for refund on my purchase?

We are a marketplace and are not involved in actual transactions between you and our Sellers. The refund, return and exchange policies may vary from Seller to Seller and will be displayed on each product page. All refund requests will be guided by the policies set by the respective Sellers. 

OpenSchoolbag reserves the rights not to refund cash in event of cancellation requests by buyers.

Q: Where can I view my past purchases?

After logging in, you will see your recent purchases immediately. Otherwise click on My Account at the top of the page.

Q: What are the modes of payment?

We accept Credit Cards (Mastercard/Visa) and eNets. 

Q: Are there any shipping charges?

All our prices are determined by the Seller and may or may not include shipping costs. Please read the product description for details. If there are any additional charges or various shipping options, it will be stated under product description.


Q: Can I let another person use my purchased digital product?

You are not allowed to circulate as all digital products are stamped with watermark for your exclusive usage. To protect yourself against copyrights infringements you should not circulate your purchases. 

Q: My order did not arrive. What should I do?

All digital products will be available for download under My Account. If you do not see it after purchase, please contact us immediately.


All physical products will be sent to you directly from seller to the mailing address you have provided at checkout. They will be delivered to you within 10 business days. Please check the delivery status by going to My Account> Orders. If the status is delivered but you have not received it, please contact us.

Please note that if you have opted for normal postage, we will not be responsible as Singpost do not compensate for lost mails. 

Q: What if I did not download my purchase in time?

The download period and the number of times are determined by the Seller. The download link will expire after the download availability period or the number of download times is met, whichever earlier. Please note that there is no link refresh nor refund should you miss the expiry date.


Q: The product I received is different from the product information. What can I do?

Any successful purchase constitutes that you have understood and agreed to all the product information provided. There are strictly no refunds for digital products. For physical products and programmes, you could contact us or the Seller for clarification. You may also leave a review on the product to give feedback to the Seller.

Q: Is the product information accurate?

Yes. All factual and physical description and information are provided to best knowledge of the Sellers.

Q: Can I give a review or rating?

Yes, you can give review or rating to products you have purchased. But you can only do it once for each product.

Click on the stars on the product information page. The number of stars you choose represent the ratings you give to the product. You can also write something in the Review tab.

Q: If I have question about a product, where and who do I raise the question to?

Every product page has a Ask a Question tab. We advise you to look through the list of questions and answers before raising any questions as it may have been raised by other buyers previously.

All questions for a product will be answered by its Seller and you will be notified via email when your question has been answered.

Q: Can I ask question if I do not have an account?

No. It is recommended that you register an account with us so that you can be notified when your question has been answered.

Q: Can I make non-scheduled withdrawals of my sales proceeds?

Yes, you can. Please write in to us and give us three working days to process. You will be subjected to a 10% withdrawal charge from your settlement amount. (Settlement amount is the sales less our service fees.)

Q: When will I receive my sales proceeds?

For sales during the period 1-15th, you will receive the proceeds on the 22nd of the same month and for the period 16-31st, on the 7th of the following month.

Q: Can I change the bank account that you credit my proceeds to?

You can go to your Dashboard, select Account Settings, under Bank Details tab.  

Q: What are the formats of digital files I can put up for sale?

All file types, except executable file formats.

Q: Can I change my product information?

Yes. Go Dashboard, select My Products and look for the product you wish make changes to. Alternatively, go to the page of the product and Edit tab.

Q: Where do I upload my products for sale?

You can upload your products from Dashboard, select My Products and click on New Product.

Q: Can I update my Seller’s profile page?

Yes, you can do it anytime from your Dashboard, select My Profile.

Q: What is Seller’s Profile page?

Every Seller has a Profile page to share your qualifications and expertise. This page also lists all the products under you. This can help you in the sales of your products. Please see Dashboard, select My Profile.

Q: Who will bear the shipping costs?

We recommend that you include local postage fees/courier charges in the selling price of your product. We also offer option of having courier to be arranged by us and the cost will be borne by the buyer on top of the product selling price. 

Q: What is the maximum delivery time allowed?

You must have the physical product delivered to the buyer within 10 business days from the date of purchase.

Please update the status of delivery from Dashboard under Pending Orders section.

Q: Will I be notified when someone purchased my products?

Yes, you will be notified by e-mail immediately when your physical product or class is purchased so that you can prepare delivery. There are no notifications for digital products.

For all products, you will receive a bi-weekly sales report. Alternatively, you can go into Dashboard> Sales to view your real time sales record.

Q: Does my Dashboard reflect my instant sales history?

Yes, the sales history is real time, updated instantly with paid orders.

Q: How does the system work out my User Rating?

The ratings for your products are averaged to work out your User rating.

Q: What if I disagree with any reviews or ratings given to me?

Buyers are entitled to leave any reviews or ratings. However if any reviews are found to be offensive,  we will remove the review.

Q: I received notification that a buyer has sent a question. How do I answer it?

Click on the link in the e-mail or manually go to the product page and answer the question in the Ask a Question tab.

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