{"section":"tutorials","requestedLocale":"en","requestedSlug":"vtex-sales-app-faq","locale":"en","slug":"vtex-sales-app-faq","path":"docs/en/tutorials/vtex-sales-app/vtex-sales-app-faq.md","branch":"main","content":"[VTEX Sales App](/en/tracks/instore-primeiros-passos-e-configuracoes--zav76TFEZlAjnyBVL5tRc) is the solution that enables merchants to integrate physical and digital sales, reduce friction in sales, and optimize operation management.\n\nThis article answers frequently asked questions about **VTEX Sales App**, divided into four main sections:\n\n**[Account architecture](#account-architecture):**\n\n  [1 - How many trade policies can be used in VTEX Sales App?](#1-how-many-trade-policies-can-be-used-in-vtex-sales-app)\n\n  [2 - Are there any account architecture conditions required to use VTEX Sales App, such as franchise accounts or white label sellers?](#2-are-there-any-account-architecture-conditions-required-to-use-vtex-sales-app-such-as-franchise-accounts-or-white-label-sellers)\n\n  [3 - What is needed to make local inventory available via VTEX Sales App?](#3-what-is-needed-to-make-local-inventory-available-via-vtex-sales-app)\n\n  [4 - Is VTEX Sales App equally strategic for all business models?](#4-is-vtex-sales-app-equally-strategic-for-all-business-models)\n\n  [5 - Can VTEX Sales App be used in a B2B business model?](#5-can-vtex-sales-app-be-used-in-a-b2b-business-model)\n\n**[Management](#management):**\n\n  [6 - Is VTEX Sales App a self-service solution for in-store customers?](#6-is-vtex-sales-app-a-self-service-solution-for-in-store-customers)\n\n  [7 - Can sales goals be managed through VTEX Sales App?](#7-can-sales-goals-be-managed-through-vtex-sales-app)\n\n  [8 - Can VTEX Sales App process sales for SKUs that are unavailable in the system but available in local inventory?](#8-can-vtex-sales-app-process-sales-for-skus-that-are-unavailable-in-the-system-but-available-in-local-inventory)\n\n  [9 - Are there any device limitations for using VTEX Sales App, such as mobile-only access?](#9-are-there-any-device-limitations-for-using-vtex-sales-app-such-as-mobile-only-access)\n\n  [10 - Does VTEX Sales App require an internet connection?](#10-does-vtex-sales-app-require-an-internet-connection)\n\n  [11 - Can non-VTEX clients use VTEX Sales App?](#11-can-non-vtex-clients-use-vtex-sales-app)\n\n**[Offers](#offers):**\n\n  [12 - How do I activate custom display in the Offers section of VTEX Sales App?](#12-how-do-i-activate-custom-display-in-the-offers-section-of-vtex-sales-app)\n\n  [13 - Can banners and customizations be included in the Offers section of VTEX Sales App?](#13-can-banners-and-customizations-be-included-in-the-offers-section-of-vtex-sales-app)\n\n**[Payments](#payments):**\n\n  [14 - What payment methods does the VTEX Sales App support?](#14-what-payment-methods-does-the-vtex-sales-app-support)\n\n  [15 - What payment connectors act as acquirers for card purchases in VTEX Sales App?](#15-what-payment-connectors-act-as-acquirers-for-card-purchases-in-vtex-sales-app)\n\n  [16 - Can the physical store have different payment connectors from the online store with VTEX Sales App?](#16-can-the-physical-store-have-different-payment-connectors-from-the-online-store-with-vtex-sales-app)\n\n  [17 - Are franchise accounts or white label sellers required for split payments?](#17-are-franchise-accounts-or-white-label-sellers-required-for-split-payments)\n\n  [18 - Does VTEX Sales App support accounts using store cards (private label)?](#18-does-vtex-sales-app-support-accounts-using-store-cards-private-label)\n\n> ℹ️ For more information, see the track [VTEX Sales App - Getting started and setting up](/en/tracks/instore-primeiros-passos-e-configuracoes--zav76TFEZlAjnyBVL5tRc) or watch a [demo video](https://www.youtube.com/watch?v=zE8A3SWgP-s).\n\n## Account architecture\n\n### 1. How many trade policies can be used in VTEX Sales App?\n\n**VTEX Sales App** supports a single [trade policy](/en/docs/tutorials/how-trade-policies-work). Merchants can choose to use their main trade policy or [request an additional one](/en/docs/tutorials/requesting-an-additional-trade-policy).\n\n### 2. Are there any account architecture conditions required to use VTEX Sales App, such as franchise accounts or white label sellers?\n\nSome **VTEX Sales App** features require specific architectural configurations:\n\n* **Selling local inventory (*on hands*):** We recommend that the store have a [franchise account](/en/docs/tutorials/what-is-a-franchise-account) for better organization and operational management.  This allows merchants to manage different warehouses and prices for franchise accounts.\n* **Selling remote inventory (endless aisle):** There are multiple architectural models to support [endless aisle](/en/docs/tracks/endless-aisle):\n    * The store can use franchise accounts or [white label sellers](/en/docs/tutorials/white-label-seller).\n    * The store can operate with a [multi-store architecture](/en/docs/tutorials/choosing-between-a-multistore-architecture-or-an-additional-environment) to manage multiple warehouses.\n\nMerchants looking to offer a large inventory and optimize delivery logistics can use the same trade policy as the distribution center in **VTEX Sales App**.\n\n> ℹ️ Learn more in the article [Prerequisites for using VTEX Sales App](/en/docs/tracks/prerequisites-for-using-vtex-sales-app).\n\n### 3. What is needed to make local inventory available via VTEX Sales App?\n\nTo sell local inventory (on hands), the store must meet the following criteria:\n\n* Set up a [pickup point](/en/docs/tutorials/pickup-points).\n* 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](/en/docs/tutorials/fulfillment-logistics-vtex) and issuing the invoice. The merchant is responsible for implementing this integration.\n\nThis 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.\n\n> ℹ️ To make local inventory available, follow the steps in the article [Enabling local inventory sales in VTEX Sales App](/en/tutorial/habilitar-venda-de-estoque-local-do-vtex-sales-app--54eQN4rOH5yBYPGG2w8v9q?&utm_source=autocomplete).\n\n### 4. Is VTEX Sales App equally strategic for all business models?\n\nCurrently, 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](https://vtex.com/en-us/grocery/).\n\n### 5. Can VTEX Sales App be used in a B2B business model?\n\nThis is not possible yet. If you're interested in using it for [B2B](/en/docs/tutorials/b2b-overview), contact VTEX through your account success manager.\n\n## Management\n\n### 6. Is VTEX Sales App a self-service solution for in-store customers?\n\nNo, **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](/en/docs/tutorials/sales-app-sales-performance).\n\n> ⚠️ 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.\n\n### 7. Can sales goals be managed through VTEX Sales App?\n\n**VTEX Sales App** doesn't support goal management, but it offers the [Sales performance](/en/docs/tutorials/sales-app-sales-performance) feature so that sales associates and managers can view the sales results.\n\nFor a specialized goal management service, we recommend [Indeva](https://vtex.com/br-pt/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.\n\n### 8. Can VTEX Sales App process sales for SKUs that are unavailable in the system but available in local inventory?\n\nYes, the sales associate just needs to use the **Force stock** feature. Learn more in our documentation for developers [Force stock availability](https://developers.vtex.com/docs/guides/force-stock-availability). \n\n> ℹ️ To understand why a product available in local inventory may appear as unavailable in the system, see these articles:<ul><li>[Why is the product not visible on the website?](/en/faq/why-is-the-product-not-visible-on-the-website)</li><li>[Which logistics settings can impact the product availability in the cart?](/en/docs/tutorials/which-logistics-settings-can-impact-the-product-availability-in-the-cart)</li></ul>\n\n### 9. Are there any device limitations for using VTEX Sales App, such as mobile-only access?\n\nNo, **VTEX Sales App** can be used on various devices, such as tablets, computers, smartphones, and touchscreen kiosks.\n\n### 10. Does VTEX Sales App require an internet connection?\n\nYes, 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.\n\n> ℹ️ To learn about the conditions for using the solution, see the article [Prerequisites for using VTEX Sales App](/en/docs/tracks/prerequisites-for-using-vtex-sales-app).\n\n### 11. Can non-VTEX clients use VTEX Sales App?\n\nYou 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.\n\n## Offers\n\n### 12. How do I activate custom display in the Offers section of VTEX Sales App?\n\nMerchants need to follow a few steps to activate the **custom display**. The instructions are detailed in the article [VTEX Sales App Offers](/en/docs/tutorials/ads-from-vtex-sales-app).\n\n### 13. Can banners and customizations be included in the Offers section of VTEX Sales App?\n\nNo, [VTEX Sales App Offers](/en/docs/tutorials/ads-from-vtex-sales-app) 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](/en/docs/tracks/customizing-vtex-sales-app).\n\n## Payments\n\n### 14. What payment methods does the VTEX Sales App support?\n\nThe solution supports the following [payment methods](/en/docs/tutorials/difference-between-payment-methods-and-payment-conditions):\n\n* Credit and debit cards ([list of payment providers by country](/en/docs/tutorials/list-of-payment-providers-by-country))\n* [Pix](/en/docs/tutorials/setting-up-pix-as-a-payment-method) (Brazil only)\n* Boleto (Brazil only)\n* [Note payable](/en/docs/tutorials/setting-up-payments-with-notes-payable)\n* [Gift card](/en/docs/tutorials/gift-card) (customers can use a partial or full amount)\n\nIf 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)](/en/docs/tracks/sharing-shopping-cart-using-vtex-sales-app-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.\n\n> ❗ The **VTEX Sales App** doesn't support cash payments in the physical store. Learn more in the article [VTEX Sales App - Payments](/en/docs/tracks/setting-up-payment-methods-for-vtex-sales-app).\n\n### 15. What payment connectors act as acquirers for card purchases in VTEX Sales App?\n\nWith [acquirer](/en/tracks/pagamentos--6GAS7ZzGAm7AGoEAwDbwJG#adquirente) 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.\n\n**VTEX Sales App** supports the following payment connectors:\n\n* [Adyen](https://developers.vtex.com/docs/apps/adyen.payment-provider-v3) (doesn't support [payout split](/en/docs/tutorials/split-payment))\n* [Mercado Pago](/en/docs/tutorials/configuring-payment-with-mercado-pago-in-vtex-sales-app) (accepts an exclusive contract for **VTEX Sales App** and doesn't support payout split)\n* [Cielo](/en/docs/tutorials/configuring-payment-with-cielo-in-vtex-sales-app) (accepts an exclusive contract for **VTEX Sales App** and doesn't support payout split)\n* PagarMe (accepts payout split)\n\n### 16. Can the physical store have different payment connectors from the online store with VTEX Sales App?\n\nYes, you can configure exclusive connectors and payment methods for **VTEX Sales App**, completely independently from online sales.\n\n### 17. Are franchise accounts or white label sellers required for split payments?\n\nYes, having [franchise accounts](/en/docs/tutorials/what-is-a-franchise-account) or [white label sellers](/en/docs/tutorials/white-label-seller) is a condition for the store to use [payout split](/en/docs/tutorials/split-payment). This feature is especially relevant in marketplace scenarios with orders fulfilled by multiple sellers.\n\n> ⚠️ The only connector that supports split payments in **VTEX Sales App** is PagarMe.\n\n### 18. Does VTEX Sales App support accounts using store cards (private label)?\n\nAlthough VTEX Sales App doesn't currently support configuring the [store cards (private label)](/en/docs/tutorials/setting-up-private-label-payments) 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.\n\nAn additional benefit of completing orders with a shared cart is that they go through the [anti-fraud solution](/en/docs/tutorials/what-is-anti-fraud) flow, which isn't currently supported in **VTEX Sales App** payment **settings**."}