FAQ
Frequently Asked Questions
Find quick answers to common questions about Faktorist. Whether you’re a manufacturer looking to export or a buyer seeking suppliers, we’ve got you covered.
Getting Started
🚀 Platform Basics
Q: What is Faktorist?
A: Faktorist is a B2B marketplace platform that connects verified Ukrainian manufacturers with international buyers through AI-powered matching technology and comprehensive export support.
Q: How do I get started?
A: Simply register on our platform, complete the verification process (24-48 hours), and start connecting with potential partners. We provide full onboarding support.
Q: Is there a free trial?
A: Yes, we offer a 14-day free trial with full platform access for new users to explore all features before committing to a subscription.
Q: What languages does the platform support?
A: We support 15+ languages including English, German, Italian, Polish, Spanish, French, Ukrainian, Russian, and more, with real-time translation capabilities.
For Manufacturers
🏭 Exporter Questions
Q: How long does verification take?
A: Standard verification takes 24-48 hours. Complex cases may require 3-5 business days. We’ll keep you updated throughout the process.
Q: What documents do I need for verification?
A: You’ll need business registration documents, tax certificates, export licenses (if applicable), and quality certifications. Our team will guide you through the specific requirements.
Q: How does the AI matching work?
A: Our AI analyzes your products, capabilities, and preferences to connect you with compatible international buyers. You’ll receive match notifications with compatibility scores.
Q: What subscription plan should I choose?
A: Export Starter (€1,990/year) is great for beginners, Export Professional (€4,990/year) for growing exporters, and Export Enterprise (€9,990/year) for large-scale operations.
Q: Do you help with export documentation?
A: Yes, all subscription plans include export documentation support. Professional and Enterprise plans offer enhanced documentation assistance and templates.
For Buyers
🛒 Buyer Questions
Q: How do I find reliable suppliers?
A: Use our advanced search filters to find verified suppliers by product, location, certifications, and capabilities. All suppliers undergo our 3-level verification process.
Q: Is buyer registration free?
A: Yes, buyer registration and basic platform access are free. Premium buyer services are available for enhanced support and priority access.
Q: How do I verify supplier quality?
A: All suppliers are verified through our comprehensive process. You can also access quality control services, facility inspections, and third-party testing through our platform.
Q: What payment methods are accepted?
A: We support multiple payment methods including credit cards, bank transfers, digital payments (Wise, PayPal), and cryptocurrency for platform services.
Q: Do you provide logistics support?
A: Yes, we coordinate with trusted partners including Nova Poshta, DHL, and Meest Express to provide comprehensive shipping and logistics support.
Platform Features
⚙️ Technical Questions
Q: How accurate is the AI matching?
A: Our AI matching system has a 98% accuracy rate based on user feedback and successful connections.
Q: Can I integrate with my existing systems?
A: Yes, Enterprise plans include API integration capabilities for seamless connectivity with ERP, CRM, and other business systems.
Q: Is the platform mobile-friendly?
A: Yes, our platform is fully responsive and optimized for mobile devices. Native mobile apps are coming soon.
Q: How secure is my data?
A: We use enterprise-grade security including 256-bit SSL encryption, regular security audits, and comply with GDPR and international data protection standards.
Billing & Subscriptions
💳 Payment Questions
Q: What payment methods do you accept?
A: Credit cards (Visa, MasterCard, American Express), bank transfers, digital payments (Wise, PayPal), and cryptocurrency.
Q: Can I change my subscription plan?
A: Yes, you can upgrade or downgrade anytime with pro-rated billing adjustments.
Q: What’s your refund policy?
A: We offer a 30-day money-back guarantee for new subscribers if you’re not satisfied with our services.
Q: Are there any setup fees?
A: No, there are no setup fees for any subscription plan. You can start using the platform immediately after payment.
Q: Do you offer discounts?
A: Yes, we offer early bird discounts, multi-year discounts (10% for 2 years, 15% for 3 years), and group discounts for multiple users from the same company.
Support & Help
🆘 Getting Help
Q: How can I get support?
A: Contact our support team via email (support@faktorist.com), phone (+380 73 369 61 60), or chat with our AI assistant Sofiia 24/7.
Q: What are your support hours?
A: Our human support team is available Monday-Friday, 9 AM-6 PM (EET). AI assistant Sofiia is available 24/7 for immediate help.
Q: Do you provide training?
A: Yes, we provide comprehensive onboarding, video tutorials, and ongoing training to help you maximize platform benefits.
Q: Can I get help in my language?
A: Yes, our support team provides assistance in multiple languages including English, German, Italian, Ukrainian, and Russian.
Business & Legal
⚖️ Legal Questions
Q: Where is Faktorist registered?
A: Faktorist LLC is registered in Ukraine and is a Diia City resident, benefiting from Ukraine’s special IT tax regime.
Q: What are your terms of service?
A: Our complete Terms of Service are available on our website. Key points include fair usage policies, subscription terms, and dispute resolution procedures.
Q: How do you handle disputes?
A: We provide mediation services for platform-related disputes and encourage direct communication between parties for transaction-related issues.
Q: Do you comply with international regulations?
A: Yes, we comply with GDPR, international trade regulations, and maintain appropriate licenses for our operations in all markets we serve.
UAmbassador Program
🤝 Partnership Questions
Q: What is the UAmbassador Program?
A: Our global referral program where individuals and organizations earn up to 50% commission by promoting Faktorist and connecting businesses to our platform.
Q: How much can I earn as a UAmbassador?
A: Commission rates vary from 15% to 50% based on deal size, regularity, and complexity. Top UAmbassadors earn €20,000-€50,000+ annually.
Q: How do I apply to become a UAmbassador?
A: Apply through our website with your background information and network details. We’ll review your application and schedule an interview within 5 business days.
Q: Is there a minimum commitment?
A: No minimum commitment required. You can participate at your own pace and scale your efforts based on your availability and network.
Technical Issues
🔧 Troubleshooting
Q: I can’t log into my account. What should I do?
A: Try resetting your password first. If that doesn’t work, contact our support team at support@faktorist.com with your account details.
Q: The platform is loading slowly. How can I fix this?
A: Clear your browser cache, try a different browser, or check your internet connection. Contact support if the issue persists.
Q: I’m not receiving email notifications. What’s wrong?
A: Check your spam folder and email settings. Ensure our domain is whitelisted in your email system. Contact support if needed.
Q: How do I update my company information?
A: Log into your account, go to your profile settings, and update your information. Some changes may require re-verification.
Still Have Questions?
📞 Contact Support
Can’t find what you’re looking for?
General Support:
📧 Email:support@faktorist.com
📞 Phone: +380 73 369 61 60
AI Assistant:
💬 Chat with Sofiia: Available 24/7 for instant answers
📱 WhatsApp: +380 73 369 61 60
Specialized Support:
- Technical Issues: tech@faktorist.com
- Billing Questions: billing@faktorist.com
- Export Support: export@faktorist.com
- Partnership Inquiries: partnerships@faktorist.com
Response Times:
- General Questions: Within 4 hours
- Technical Issues: Within 2 hours
- Billing Problems: Within 1 hour
- AI Assistant: Instant response
Need immediate help?
[Contact Support] [Chat with AI Assistant] [Schedule Call]
We’re here to help you succeed in international trade.
