VTEX Sales App is the solution that enables merchants to integrate physical and digital sales, reduce friction in sales, and optimize operation management.

This article answers frequently asked questions about VTEX Sales App, divided into four main sections:

Account architecture:

1 - How many trade policies can be used in VTEX Sales App?

2 - Are there any account architecture conditions required to use VTEX Sales App, such as franchise accounts or white label sellers?

3 - What is needed to make local inventory available via VTEX Sales App?

4 - Is VTEX Sales App equally strategic for all business models?

5 - Can VTEX Sales App be used in a B2B business model?

Management:

6 - Is VTEX Sales App a self-service solution for in-store customers?

7 - Can sales goals be managed through VTEX Sales App?

8 - Can VTEX Sales App process sales for SKUs that are unavailable in the system but available in local inventory?

9 - Are there any device limitations for using VTEX Sales App, such as mobile-only access?

10 - Does VTEX Sales App require an internet connection?

11 - Can non-VTEX clients use VTEX Sales App?

Offers:

12 - How do I activate custom display in the Offers section of VTEX Sales App?

13 - Can banners and customizations be included in the Offers section of VTEX Sales App?

Payments:

14 - What payment methods does the VTEX Sales App support?

15 - What payment connectors act as acquirers for card purchases in VTEX Sales App?

16 - Can the physical store have different payment connectors from the online store with VTEX Sales App?

17 - Are franchise accounts or white label sellers required for split payments?

18 - Does VTEX Sales App support accounts using store cards (private label)?

For more information, see the track VTEX Sales App - Getting started and setting up or watch a demo video.

VTEX Sales App supports a single trade policy. Merchants can choose to use their main trade policy or request an additional one.

Some VTEX Sales App features require specific architectural configurations:

• Selling local inventory (on hands): We recommend that the store have a franchise account for better organization and operational management. This allows merchants to manage different warehouses and prices for franchise accounts.
• Selling remote inventory (endless aisle): There are multiple architectural models to support endless aisle:
  • The store can use franchise accounts or white label sellers.
  • The store can operate with a multi-store architecture to manage multiple warehouses.

Merchants looking to offer a large inventory and optimize delivery logistics can use the same trade policy as the distribution center in VTEX Sales App.

Learn more in the article Prerequisites for using VTEX Sales App.

To sell local inventory (on hands), the store must meet the following criteria:

• Set up a pickup point.
• Have an integration with a billing system, ideally the store ERP or point-of-sale (POS) system. This ensures VTEX sends orders to the store system for fulfillment and issuing the invoice. The merchant is responsible for implementing this integration.

This integration between the VTEX platform and the store system provides customers with a mixed cart experience, allowing them to purchase both local and remote inventory items in a single order and financial transaction.

To make local inventory available, follow the steps in the article Enabling local inventory sales in VTEX Sales App.

Currently, the solution doesn't support the sale of fractional products or orders with a large number of SKUs. As a result, the benefits of VTEX Sales App are more limited in segments such as groceries.

This is not possible yet. If you're interested in using it for B2B, contact VTEX through your account success manager.

No, VTEX Sales App was designed for the store's sales team to assist customers and manage operations. For example, it enables sellers and managers to track sales through Sales performance.

To some extent, customers can use VTEX Sales App via devices like touchscreen kiosks at the POS. However, the role of sales associates in this experience remains essential to ensure efficient service and information security.

VTEX Sales App doesn't support goal management, but it offers the Sales performance feature so that sales associates and managers can view the sales results.

For a specialized goal management service, we recommend Indeva (Brazil only), a VTEX solution designed to help merchants boost sales by setting goals per sales associate, managing team performance in an omnichannel environment, incorporating gamification to motivate sales associates, and more.

Yes, the sales associate just needs to use the Force stock feature. Learn more in our documentation for developers Force stock availability.

To understand why a product available in local inventory may appear as unavailable in the system, see these articles:

• Why is the product not visible on the website?
• Which logistics settings can impact the product availability in the cart?

No, VTEX Sales App can be used on various devices, such as tablets, computers, smartphones, and touchscreen kiosks.

Yes, internet connection is required to use the solution, and the signal quality directly impacts the customer experience. A faster connection speed provides a better experience.

To learn about the conditions for using the solution, see the article Prerequisites for using VTEX Sales App.

You must be a VTEX client to use VTEX Sales App, as it leverages the VTEX platform structure as a whole, including modules such as Order Management System (OMS), Catalog, Logistics, Payments, and more.

Merchants need to follow a few steps to activate the custom display. The instructions are detailed in the article VTEX Sales App Offers.

No, VTEX Sales App Offers can't be customized as it follows standardized layouts. To learn about possible changes to the experience, see the article How to customize VTEX Sales App.

The solution supports the following payment methods:

• Credit and debit cards (list of payment providers by country)
• Pix (Brazil only)
• Boleto (Brazil only)
• Note payable
• Gift card (customers can use a partial or full amount)

If you want to use a payment method configured in your ecommerce website that isn't listed in VTEX Sales App, there's a workaround. Sales associates can complete the sale using the shared cart (social selling) to send a payment link to customers. Orders paid via links aren't processed by the VTEX Sales App checkout; they're processed by the ecommerce website checkout, allowing the store to use all the payment methods configured for the ecommerce website.

The VTEX Sales App doesn't support cash payments in the physical store. Learn more in the article VTEX Sales App - Payments.

With acquirer services, stores can offer customers flexible payment options for credit or debit card purchases, including installment payments. This applies to both ecommerce stores and payment terminals in physical stores.

VTEX Sales App supports the following payment connectors:

• Adyen (doesn't support payout split)
• Mercado Pago (accepts an exclusive contract for VTEX Sales App and doesn't support payout split)
• Cielo (accepts an exclusive contract for VTEX Sales App and doesn't support payout split)
• PagarMe (accepts payout split but is temporarily unavailable for new contracts)

Yes, you can configure exclusive connectors and payment methods for VTEX Sales App, completely independently from online sales.

Yes, having franchise accounts or white label sellers is a condition for the store to use payout split. This feature is especially relevant in marketplace scenarios with orders fulfilled by multiple sellers.

The only connector that supports split payments in VTEX Sales App is PagarMe.

Although VTEX Sales App doesn't currently support configuring the store cards (private label) payment method, there's a workaround. Sales associates can complete sales from VTEX Sales App using the shared cart (social selling) to send a payment link to customers. Orders paid via links aren't processed by the VTEX Sales App checkout but by the ecommerce website checkout, which was configured to accept private label cards.

An additional benefit of completing orders with a shared cart is that they go through the anti-fraud solution flow, which isn't currently supported in VTEX Sales App payment settings.