ShopHK Southeast Asia E-Commerce Solution
FAQ
1. What is ShopHK?
ShopHK is a cross-border digital commerce program powered by Synagie, in partnership with Hong Kong Telecommunications (HKT) Limited (“HKT”), designed to help brands and merchants sell from Hong Kong to Southeast Asia through a unified platform.
2. Who can join ShopHK?
ShopHK is exclusively available to Hong Kong brands and merchants who are looking to expand into Southeast Asian markets via eCommerce. The merchant must be a business registered entity in Hong Kong with a valid Hong Kong Business Registration Certificate.
All products listed must comply with the destination country’s laws (including product regulations) and respective marketplace (e.g. Lazada, Shopee) regulations. Prohibited categories and products will be rejected for posting (including but not limited to walkie-talkie, telephone voice changing equipment, power banks, military communication equipment, chewing gum, meat, tobacco, electronic cigarettes, flammable and explosives etc.). Synagie Team will review, approve or reject the merchants and product listings. Merchants can check with Synagie Team for the list of prohibited categories and products prior to product posting.
3. Which platforms can the products be listed on?
ShopHK merchants can simultaneously connect their products to major Southeast Asian marketplaces. Currently, they are Lazada and Shopee in Singapore.
4. Can the merchant use ShopHK if he/she does not have eCommerce experience?
Yes. ShopHK is designed for Hong Kong brands and merchants. He/she can join ShopHK no matter if he/she has eCommerce experience or not.
Synagie offers on-demand services to assist merchants with digital marketing services, fulfilment, product notification and registration, customer service, and more.
5. How to get started on ShopHK?
Simply register an account on Synagie’s registration page (https://synagie.com/sign-up). After completing the registration, log in to the admin portal and navigate to “Help Centre” to locate the ShopHK e-guide. Just follow the step-by-step onboarding e-guide which will walk through document submission, product setup, and other procedures that needs to upload the product listings for selling.
Section 2: Exclusive Offers for HKT Commercial Customers
6. What exclusive offers are available for HKT commercial customers?
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- HK$100 ShopHK wallet credit for on-demand services: The credit is only eligible for settling on-demand services (except “Griddy Package” warehouse service), and not eligible for settling basic monthly fee, commission fee, marketplace fee and fulfillment fee.
- Discounted ShopHK basic monthly fee of HK$99 (original price at HK$399): To subscribe to a 24-month ShopHK service plan at discounted basic monthly fee after the free trial. (Please note that once the merchant subscribes to the paid subscription of ShopHK service plan, the free trial will be discontinued immediately.)
7. How would HKT commercial customer register to be ShopHK merchant and get the exclusive offers?
HKT commercial customers can complete the designated e-form by providing email address and other relevant information. HKT will then send a confirmation email with the registration details and two unique redemption codes for exclusive offers.
HKT customer should register for ShopHK and enter both redemption codes into his/her ShopHK coupon wallet within one month of the issue date of the confirmation email. The redemption codes will remain valid for 90 days from the date they are entered into ShopHK coupon wallet. Merchants can select the appropriate coupon at checkout page to redeem automatically.
8. Any deadline to redeem the exclusive offers?
(i) ShopHK Wallet Credit
The credit can be used during the 30-day free trial for on-demand services. If the credit is not used during the trial, the credit can still be applied during the paid subscription period (i.e. remaining valid for 90 days from the date it was entered into ShopHK coupon wallet).
(ii) Discounted Basic Monthly Fee of ShopHK
Merchants are not required to extend the subscription immediately after the trial ends. For example, if the free trial ends on 30 November 2025 and the merchant does not need to use the redemption code to subscribe to ShopHK service plan on 1 December. The merchant can still use the redemption code before it expires (i.e. 90 days from the date it was entered into ShopHK coupon wallet).
On the other hand, please note that once the merchant subscribes to the paid subscription of ShopHK service plan, the free trial will be discontinued immediately.
Section 3: Fees and Subscription
9. Is there a basic monthly fee for using ShopHK features?
Yes, but ShopHK new subscriber can first enjoy a 30-day free trial of basic monthly fee upon account registration. After the trial, the basic monthly fee of HK$99 (original price at HK$399) with 24-month commitment period will apply — this special rate is exclusive to HKT commercial customers. Additional on-demand services are available based on the merchant’s business needs.
10. What are the core features included by the basic monthly fee?
ShopHK merchants can connect to 2 ShopHK stores (i.e. on Lazada Singapore and Shopee Singapore) with listing up to 500 products at any point of time and process up to 5,000 orders per month. It is mandated that the product listing will be posted on the 2 ShopHK stores. Merchants only need to upload the product details on ShopHK’s admin portal, and product details would be published on two marketplaces (i.e. Lazada Singapore and Shopee Singapore). Core features include:
- product master and catalogue management
- order processing and inventory management
- sales reports and dashboard
Additional on-demand services, like regulatory consultation, creative work and digital marketing are available separately. All on-demand services can be subscribed under “Solution” on Synagie homepage (https://www.synagie.com/shophk).
11. Are there any other fees?
All fees (including Synagie’s 5% commission on buyer paid price, platform commissions of Lazada Singapore and Shopee Singapore, payment gateway charges, warehousing and delivery fees) will be transparently communicated during onboarding and stated in the ShopHK official webpage (https://www.synagie.com/shophk) under “How To Settle Payments”.
To have the product listing to go live on ShopHK store, ShopHK merchants need to subscribe to “Griddy Package” warehouse service (starting from HK$400 per month up).
12. What are the warehouses charges?
It is mandatory for ShopHK merchants to use Synagie’s appointed warehouse by subscribing to “Griddy Package” warehouse service (starting from HK$400 per month up) for their product listings to go live on ShopHK store. Please refer to the pricing details at https://www.synagie.com/marketplace/classification/fulfilment. Different charges based on different packages depending on the merchant’s needs and dimension of products.
13. How to settle the fees?
Payments for both ShopHK basic monthly fee and on-demand services fees are made through Synagie website. It currently supports 14 payment options (including Visa card, Mastercard, Alipay) for on-demand services, while ShopHK basic monthly fee are payable only by credit card (billed in advance).
Synagie and platform commission, delivery fee and other relevant fees are deducted automatically from gross amount of each sales transaction. ShopHK wallet balances cannot be used to pay ShopHK basic monthly fee or on-demand services fees.
14. How will the merchant be paid?
ShopHK merchant will receive a sales report by weekly, detailing all transactions records. Payouts of the amount of net earnings (i.e. after deducting Synagie commission, platform commission, delivery fee and other relevant fees) will be credited to the merchant’s ShopHK wallet in US dollars by weekly basis.
Merchant can withdraw and transfer the payouts to his/her Hong Kong bank account.
Section 4: Order and Logistics Arrangement
15. Which products require product notification or registration?
Cosmetics products require product notification or registration, and certain items of health supplements require product registration in Singapore for local and cross-border sales.
Synagie Team will inform ShopHK merchants if their products require product notification or registration upon merchants’ upload of listing on admin portal.
Synagie provides local regulatory consultation service, as well as cosmetic and health supplement product notification or registration as on-demand services for ShopHK. Please refer to the webpage at https://synagie.com/marketplace/detail/product-registrationnotification-sg.
16. How does fulfilment of cross-border orders work?
ShopHK merchant needs to arrange the logistics by his/her own to deliver the products to Synagie’s appointed warehouses in Hong Kong. The parcel of orders received will be processed and sent to the marketplaces appointed Hong Kong-based sortation hubs for international shipping to Singapore (this First Mile incurs no cost to ShopHK merchants).
Subsequent delivery from marketplace’s Hong Kong sortation hub to Last Mile (from local marketplace’s sortation hub in Singapore to customer’s doorstep in Singapore) to be arranged and charged by the marketplaces (i.e. Lazada Singapore or Shopee Singapore). ShopHK merchants can contact Synagie Team via email or chatbot to check for the latest version of the rate card of the respective marketplaces.
17. Who handles customer inquiries?
Customer service for ShopHK is managed by Synagie. For any product-related inquiries, Synagie Team would reach out to ShopHK merchants directly for resolution.
18. How should the merchants contact Synagie for enquiries?
Merchants can reach out to Synagie Team by clicking the AI chatbot icon for instant support, or fill out the form located at the bottom of ShopHK official webpage (https://www.synagie.com/shophk).
Merchants can also email to ShopHK Customer Service Team at for enquiries.
