General


What is Glass Commerce?

Glass Commerce is the flagship product of Glass that aims to streamline small government purchases.

Glass is a Silicon-Valley based government tech company whose mission is to maximize value for taxpayers' money, increase the quality and variety of products and services acquired by governments, diversify and expand the pool of available government vendors, and simplify decision-making for public employees.

Who can use this platform?

Glass Commerce is intended for both government buyers and vendors.

For government buyers, please visit this page to better understand the advantages/benefits that the platform has to offer.

Similarly, vendors can enjoy unique advantages when onboarding and joining the platform. To get started for vendors, please visit this page.

What are the Terms & Conditons and the Privacy Policy?

Please visit this page for the Terms & Conditions.

Also visit this page for the Privacy Policy

For Government Buyers


What is a Government Buyer?

A Government Buyer is an official who represents a government entity and is responsible for purchasing goods or services on behalf of that government. Government buyers typically follow specific procurement regulations and procedures set by their respective governments to ensure transparency, fairness, and accountability in the purchasing process. They may use various procurement methods, such as competitive bidding or request for proposals, to select suppliers and negotiate contracts.

What are the platform's benefits as a Government Purchaser?

Government buyers will make more inclusive and sustainable purchases through our secure methods. They will also spend 30% less time finding reliable vendors, requesting quotes, or tracking orders.

As a buyer, what items are there for me to purchase?

There are over 5 million products fulfilled for government agencies. The catalog is diverse with various difference categories such as office, construction, electronics, and more.

How can I schedule a demo for the Glass Commerce SAAS?

Please visit this page to schedule a demo of the personalized version of your City's marketplace, also known as the GLASS Commerce SAAS or Glass Commerce Pro.

For Supply Partners


Who is a Government Supply Partner?

If you're a business interested in selling your products or services to governments on Glass Commerce, and have successfully completed your registration, then you're considered a Government Supply Partner or Vendor.

What are the platform's benefits for my business?

These are the platform's key benefits for your business:

  • Start selling to the City of Santa Monica with a couple of clicks.
  • Capture government credit card transactions without having to participate in bidding processes.
  • Provide the City with standardized and automated quotes of your offerings.

You can review the full benefits here.

What are the requirements to join the platform?

Getting started is very easy!

You can sign up with your business email by completing our registration form here. Once your registration is submitted, you'll get notified via email and your account review process will be initiated. 

This review comprises our Vendor Verification, a credibility check against government-trusted databases, ensuring that your business has not been blacklisted or debarred from doing business with the government. Glass Commerce Vendor Verification’s database checks include your State of California Business Registration, SAM.gov Excluded List, the U.S. Department of Commerce’s database, the FDA Debarment List, the United Nations’s Blacklist and other City-specific databases. 

You may be required to provide proof of your business registration, a W-9, you Business License number, and additional certifications associated with your business socio-economic denominations specified in your registration

These details are kept private and are only available to registered buyers

Our Vendor Verification can take up to 24 hours to be completed. You can learn more about Glass Commerce's Vendor Verification here.

What's next once my account is verified and approved?

Once your account has been verified and approved, you will have access to your Vendor Dashboard which you'll be able to access any time with your email and password. The Vendor Dashboard is the place where you can upload and update your products and services inventory, set your pricing, add product titles and descriptions, and upload product pictures.

You'll also have access to see upcoming government orders and take action on them — accept orders, see full order details, change order status, provide tracking information and obtain feedback and reviews from government buyers.

You can also manage your account settings and get direct access to our Technical Support Team that is fully available via our Live Chat, hotline (341-333-6532), and email at vendors@commerce.glass.

What can I sell on the platform?

You can sell physical products, digital products and services that are relevant to government agencies and buyers, including Office Supplies, Industrial Supplies, IT & Electronics, Cleaning & Janitorial Supplies, and more.

How can I onboard my products?

You can onboard your products directly from your Vendor Dashboard. If you already are a verified vendor, you can sign in here.

From there, you'll be able to add or upload your products by providing key information including product titles and descriptions, price, photos, weight and dimensions, and stock availability.

You'll be able to onboard products one by one, or in bulk following a pre-defined CSV template with the all the necessary fields.

Product Onboarding Method: Punchout Catalogs

Glass Commerce provides multiple product onboarding methods, to make it easy for both well-established and small businesses to showcase their product offerings. If your business supports Punchout Catalogs Level 1 or Level 2, you can seamlessly connect it to the Platform. Glass Commerce makes it easy for you to showcase your product offerings without any additional administration work or development.

To get started, sign up here as a Punchout Catalog Vendor. You'd need to provide the following Punchout Catalog details during your registration:

  • Credential Domain (NetworkID or DUNS)
  • Credential ID
  • Supplier PunchOut URL (PunchOutSetupRequest URL)
  • Shared secret, if applicable

If you support Level 2 Punchouts, you'll also need to submit either your XML Catalog URL (recommended) or your CIF Catalog. Once your registration is submitted, our team will get in touch within 24 hours to help you complete the connection.

Product Onboarding Method: E-commerce APIs

Glass Commerce provides e-commerce APIs that allow you to seamlessly connect your existing e-commerce online store to our platform. Our e-commerce APIs currently support Shopify online stores only. If you have a Shopify online store, you can sign up here. Once your registration is submitted, our team will be in touch and help enable the connection. You can preview our API Documentation here.

I don' have a contracts with government agencies, can I sell my products here?

Absolutely! All businesses that meet our Vendor Verification requirements are welcome to join. You can learn more and sign up here.

How many products can I onboard to my Online Store?

As a Government Supply Partner you're allowed to onboard an unlimited number of products into your Government Online Store.

Is there any cost to sell on the platform?

Creating your government online store, getting verified, onboarding products or services, managing your inventory, updating prices, accessing your dashboard, tracking your deliveries, and accessing our technical support is completely free of charge.

To help Glass Commerce run smoothly and to cover essential costs such as software maintenance, cloud hosting and 24/7 customer support, we deduct an 8% transaction fee at the time of checkout. This transaction fee is automatically deducted from Supply Partners’ listed price.

Additionally, the marketplace has a standard up to 2.99% credit card processing fee. This fee is applied only to transactions paid with credit cards. This fee does not apply to transactions using debit cards, prepaid debit cards or other government-approved payment methods.

When a credit card transaction takes place between a business and a buyer, a credit card processing service completes the transaction behind the scenes. Our payment processor facilitates the payment and serves as the middleman between the buyer, the vendor, the card issuer and the card network.

To see the detailed descriptions and comparison, download our Government Supply Partner Program available here.

How can I get assistance or technical support?

If you have any questions, or need additional assistance, please do not hesitate to contact us. We have a dedicated team that is here to support you! 

Our main support channels are:

  • Email: Email us at vendors@commerce.glass.
  • Hotline: Call us at 341-333-6532, Ext. 2.
  • Live Chat: Available on your Vendor Dashboard.

For businesses lacking e-catalogs, we offer one-to-one comprehensive assistance through our Vendor Program. This includes providing you with your own Online Store and a Vendor Dashboard where you can easily sign up and upload your products and services. Additionally, we provide periodic Online Training Sessions.

Check Out


How do I add items to my cart during the checkout process?

To add items to your cart, simply click the "Add to Cart" button next to the desired product. You can review and edit your cart before proceeding to checkout by clicking on the shopping cart icon.

Can I apply a discount code during checkout?

Yes, you can apply a discount code during the checkout process. Look for the "Discount Code" or "Promo Code" field and enter the code provided. The discount will be applied to your order before you proceed with payment.

How can I review and edit my order before completing the purchase?

Before completing the purchase, review your order on the checkout page. You can edit the quantity of items, remove products, or update your shipping information. Make sure all details are accurate before proceeding to payment.

What information is required for the checkout process?

During checkout, you'll need to provide essential information, including your shipping address, contact details, and payment information. Ensure all details are accurate to facilitate a smooth and timely delivery.

What to do if I'm having trouble checking out? 

Review the billing and shipping information you entered and check that it’s correct. If it is correct, click Contact Support.

What to do if my order failed? 

If your order failed, please check your credit card information (numbers, name, address, and security number). If your order keeps failing, please Contact Support.

Why was my credit card declined during checkout?

There are several reasons why your credit card payment may not have been processed when checking out on Glass Commerce. Check each of these issues and how to solve them:

  • Update the payment information for your order.
  • Authorize the transaction with your bank - Check that you're within your daily withdrawal limit. 
  • Register your prepaid credit card.
  • Use a different payment method If your card still isn't approved after trying these steps, please contact your bank or credit card provider for further assistance.

Is my payment information up to date? 

If you have any Glass Commerce account, you may have saved your information, and it may be out of date. 

Check: 

  • Did your billing address change recently? 
  • Did you get a new card with a new expiration date? 
  • If you’re using your credit card for the first time, make sure you entered your card information correctly.

Has my bank authorized this purchase?

Your bank may flag any unexpected activity on your account. This includes first-time orders and high-value purchases, regardless of the amount of funds or credit limit available. Your bank may require your verbal authorization to proceed with a transaction.

Am I within my daily withdrawal or purchase limit?

Most banks have limits on how much money can be charged or accessed in a single day. If you reach this limit, your bank may block your account from any further activity regardless of available funds in the account. Your bank may require you to request a higher purchase limit to complete the transaction.

Should I use a different payment method for my order? 

If you are unable to resolve the payment issue with your bank in a timely manner, we recommend trying a different credit card or a different payment method.

Orders


How can I track my order?

To track your order, log in to your account and navigate to the "Orders" section. Locate the specific order you want to track, and click on the tracking number provided. This will redirect you to the shipping carrier's website, where you can get real-time updates on your shipment.

What should I do if I haven't received my order yet?

If you haven't received your order within the expected delivery timeframe, first, check the order status in your account. If the status is "Shipped," use the provided tracking number to monitor the shipment progress. If you encounter any issues or delays, contact support for assistance.

Can I modify or cancel my order after placing it?

Unfortunately, once an order is placed, it cannot be modified or canceled directly through the system. Please reach out to our customer support as soon as possible with your order details, and we'll do our best to assist you. Keep in mind that we cannot guarantee changes if the order has already been processed.

How can I change my shipping address after placing an order?

Unfortunately, for security reasons, you cannot change the shipping address after placing an order. If you entered the wrong address, please contact our customer support immediately with your order details, and we'll assist you in resolving the issue.

What do I do if I received a damaged or incorrect item?

We apologize for any inconvenience. If you received a damaged or incorrect item, please contact our customer support at orders@commerce.glass within 7 days of receiving your order. Provide order details, photos of the damaged/incorrect item, and our team will guide you through the return or exchange process.

How do I request a refund for my order? 

If you’re unsatisfied with an order, you may be able to return or exchange your order depending on the shop’s policies. To request a return, return label, or exchange, please Contact Support and check our full Return & Refund Policy.

Tax Exemptions


How do I make a purchase for a tax-exempt organization?

If you’re making a purchase that qualifies as tax-exempt, such as a purchase for a certified non-profit organization, please Contact Support. When you contact Glass Commerce Support: 

  • Include the order number(s) for the order(s) that should be tax-exempt.
  • Attach your tax exemption form.

We will review the information you send and may be able to refund the sales tax on your purchase. You may be able to get credit for sales tax paid from your state. Contact the Department of Revenue for your state for further details.

What is an acceptable tax exemption form?

To process your tax-exempt purchase, we need you to provide a valid form of exemption documentation for the state to which the order will be delivered. Many states have their own certificate which you can find online. Additionally, some states allow the use of a "Multi-Jurisdiction Form" from the Multistate Tax Commission or a "Streamline Sales Tax Form" from Streamlined Sales Tax.

How do I know if my purchase should be tax-exempt in my state?

If you believe that the item you're purchasing should be exempt from tax in your state, let us know by Contacting Support. Commerce, Commerce sellers, and local tax authorities all have a role in ensuring taxes are collected correctly.

Why am I being charged state sales tax on my order?

Many US states recently enacted laws that require online marketplaces like Commerce to collect sales tax on eligible purchases. Purchases that require us to charge sales tax differ between states. We’re required to charge sales tax if the state you’re in mandates it, often no matter where the seller is located.

Why is sales tax charged on some items and not others?

The tax applies based on the type of item and how it's categorized. Depending on your state, some types of items are taxed and others are not. If you believe that the item you’re buying shouldn’t be taxed in your state, let us know by Contacting Support.

Protection


How does Glass Commerce ensures the authenticity and quality of the products offered by suppliers?

To protect the Glass Commerce community against receiving false products, our vendor's expert team has created a vetting process for all of our suppliers to guarantee the quality of their products and their legitimacy.

How do you secure my payments?

Glass Commerce team is charged with safeguarding its community from financial harm. This includes, but isn’t limited to:

  • Preventing fraudulent purchases.
  • Responding to certain credit card disputes.
  • Verifying the identity of certain sellers.

Is buying on Santa Monica's Online Ordering App secure?

All credit card information sent to Glass Commerce is encrypted using Transport Layer Security technology (TLS) and tokenized with our credit card processors. Glass Commerce stores no sensitive credit card information. For more detailed information regarding our efforts to keep our site secure, as well as information on our Privacy Policy, click here.