All the answers to your questions in our FAQ

Signing up

How much does it cost to sign up and to use the purchasing platform?

Signing up to and using the ProcSea purchasing platform is completely free. ProcSea provides a solution with no commitments and no purchase obligation.

How can I place an online order with several suppliers?

Once your account has been approved, you just need to log in using your email address and your password. You can now order from all of our sellers in a few clicks.

How do I create my online customer account on ProcSea ?

Go to the “Log in“ tab on the homepage and fill in the form. After a few checks have been carried out, we will approve your account and we will send you a confirmation email. In general your account should be approved in a couple of minutes.

Products

How can I be sure of the quality of the products sold?

ProcSea's suppliers have all been carefully chosen, agreeing to comply with our specifications. If the supplier fails to comply, he/she is notified and removed as a partner. Our quality standards are used to “grade” each product:

  • E+: Exceptional
  • E: Extra
  • A+: Good
  • A: Average
  • B: Low

Are the products I order traceable ?

ProcSea is an advocate for transparency; as such, when purchasing on the platform, you are provided with the following traceability information:

All this information is available online and included in your invoices.

Can I buy certified products on the marketplace ?

Yes, our certification partners offer a range of products with different certification. You can filter your search with this type of specificity.

Can I choose specific types of preparation methods and cuts?

You can ask the seller of your products to prepare them when you purchase them. Benefit of personalised services to suit your needs: deboning or filleting.

Can I see the fish or the product that I’m going to buy ?

With our specifications and our quality standards, we provide a totally transparent service. Although you can’t physically see the available products, you can trust in the expertise of the fish merchants on the platform. Using our quality grades, fish merchants can judge products’ quality. This ensures that the selection process for the catch is prioritised.

What makes you so different from other companies ?

ProcSea provides an online platform which connects supply and demand for seafood in real time. Unlike other companies, we don’t buy, store or sell the products.

Orders

Can I place my orders by phone?

We are a digital platform, orders must be placed online. We want to make it easy for you to manage your purchases at any time of day, without having to make multiple phone calls. Online, you can compare prices and choose products based on your selection criteria, all in a few clicks. However, we’re here to help if you need advice on placing your first orders or choosing products and we will be happy to answer your questions.

How long does it take to prepare and ship my order?

Whith ProcSea, the seller is automatically notified when you place an order. The delivery date is stated when you place your online order.

How can I track my order which is being prepared for shipping?

You can access the order section in the platform. You’ll find all your orders and the delivery status (being prepared - delivered).

Is the marketplace also available as an application ?

The purchasing platform developed by ProcSea can be accessed on mobiles, tablets and computers. You can install a shortcut to log in directly on your various devices.

Payment

Which payment methods are accepted on ProcSea ?

Payments are made by direct debit, SEPA credit transfer or cheque. Payments using credit and debit cards will soon be available.

Are there any specific conditions for payment ?

Every transaction completed on ProcSea is covered by our credit insurer. This implies a request for credit from our partner when an account is opened. When the maximum credit is reached or the deadline for payment is not met, the account is automatically blocked. Payment deadlines are assigned to each buyer on an individual basis, depending on regulations in the country where the transaction occurs. In no event can the maximum deadline be more than 15 days after month end.

Delivery

In which countries and how quickly does ProcSea deliver orders ?

We deliver in France, in Europe and around the world in 24 to 72 hours.

Who have you partnered with for the logistics of delivery ?

All our deliveries are outsourced to delivery companies which specialise in delivering seafood: STEF and Delanchy. Refrigerated vehicles are used to comply with hygiene standards required by law.

Given that I am based outside the EU, am I responsible for customs procedures ?

Don’t worry, we take care of everything. For customers outside the EC, we handle any customs procedures and we include the cost directly in the price of the products. You don’t need to do anything at all.

Can I place an order in France and in another country too ?

Yes, you can purchase from several sellers and if your products come from different countries, they will be delivered to intermediary delivery hubs. Once the order is complete, it will be delivered in a single package.

Complaints

What is the process in the event of a complaint about an order ?

With a complaint rate of less than 1%, ProcSea is committed to ensuring everyday customer satisfaction. If, unfortunately, you are not satisfied with the delivery service or the quality of the products which you’ve just received, contact your usual point of contact as soon as possible and on the day of delivery. In the event of a complaint which is related to quality, you should send us a photo of the product as soon as you receive your order. We will contact the supplier or the delivery company to ensure that you receive an answer as quickly as possible. If a credit note is required, it will be available in your account within 48 hours of your complaint. The credit note’s total amount will be automatically deducted from your monthly statement.

Can I access a point of contact directly ?

ProcSea is committed to providing you with the best buying experience on our platform. You have a single point of contact whom you can contact if you have a question about an order or if you need help with your purchase.

How can I contact you ?

  • Online messaging service : an expert is always available to answer your questions.
  • Email : if you prefer to send an email, contact us at [email protected] and we will get back to you as soon as we can.
  • Phone: our Customer Service is available from 7am to 8pm from Monday to Friday and from 7am to midday on Saturday.
    • +33 2 30 96 44 42
    • +41 21 519 05 39
    • +44 203 445 07 07

As an online seafood marketplace, where are you based ?

At the crossroads of every port, we have offices in Rennes, Lausanne and London.

Can’t find the answer to your question ?

Contact our Customer Service
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