Setting clear buyer expectations and then meeting or exceeding them is a great way to make your buyer happy and ensure a smooth transaction.
Some of the simplest things you can do are to provide accurate and consistent details about your items and to be clear and specific about the terms and conditions of the sale. You should also make every effort to provide excellent customer service from start to finish, including:
Charging reasonable shipping and handling costs
Being professional throughout the transaction
Making sure the item is delivered to the buyer as described in your listing
Frequently reviewing and updating listings to make sure all information – such as inventory status and item condition – is accurate and up to date
To help you meet our seller performance standards, we have some basic requirements all sellers must meet. We also have tips on how you can meet – and exceed – buyers’ expectations.
Buyers like to know where the item is being shipped from as it helps to give them an idea of how much shipping will cost and how long it might take the item to arrive. Having an inaccurate item location can cause confusion and lead to a poor experience for your buyer.
Be very clear and thorough about the terms of the transaction and include information about the forms of payment you accept any taxes or other applicable fees, shipping and handling, and your return policy. Being upfront and honest about these terms helps build trust and provides a positive buying experience for your customers.
You do not have to accept returns, but we highly recommend you do – it might help you attract more buyers. If you do accept returns, make sure you specify the time in which you accept returns, who pays for the return postage, and how the refund is issued.
Make sure you follow these guidelines. If you do not, you may be subject to a range of actions. We may limit, restrict, or suspend you from buying, selling, or using site features. All of your listings may be removed, displayed lower or not shown in search results, without refunding any or all applicable fees. You may also forfeit special account status and any discounts. You may be subject to the application of fees and recovery of our expenses in policy monitoring and enforcement.
Buyers expect their items to be delivered on time, especially when they pay additional fees for expedited shipping services. Using a slower shipping service than the one selected by the buyer during checkout may result in the item being delivered later than expected, and an increase in claims for items not received.
Offer shipping service options in your listings only after reviewing their costs and delivery speeds
Ship items using shipping service options with features that meet or exceed those the buyer selected
Use shipping service options with features that do not meet those selected by the buyer. For example, using “FedEx” with a maximum delivery estimate of 7 days when the buyer selected “FedEx Express” with a delivery estimate of 3 days.
It is important that you clearly specify the terms and conditions of the sale in your listing so that buyers know what to expect.
You are required to include the following details in your listing:
Shipping method, costs, and other information
Taxes and any applicable government imposed fees (such as electronic waste disposal fees)
Terms of the transaction
You are required to meet the expectations you have set in your listing:
Ensure the safe delivery of the item within the timeframe stated in your listing
Comply with the Presale listings policy where applicable
Items you list must be in your inventory or you must have an existing agreement with a third party to fulfill the delivery of the item under the terms of your listing
The listing page is where buyers get most of their information about an item. Information in the listing helps buyers decide what to buy and know what to expect when they receive the item. It’s important to make sure that the listing is only used to describe the item for sale and to communicate the terms of the sale in a professional way.
Specify the condition of the item
Describe any defects or flaws in the item – this helps avoid problems or buyer dissatisfaction
Note: When selling a used, refurbished, or flawed item, you must include photos of the actual item for sale instead of a stock photo.
Occasionally, you may need to cancel a transaction because the item is broken, you made a mistake in your listing, or the item is out of stock. In these cases, you must first contact the buyer and let them know that you are canceling the transaction and the reason why. Make sure you use the correct process in Seller dashboard to cancel these transactions. Learn more about canceling a transaction.
Inform the admin through the help tab provided by calling the customer care or dropping a request to the order that you are canceling the transaction with the reason
Cancel the transaction once you get confirmation from Xshopi.
Use the correct process in Seller dashboardto cancel the transaction:
Choose a reason for the cancellation and follow the on-screen instructions
Not informing the buyer that you are canceling the transaction
Canceling the transaction more than 30 days after the sale
Not using the correct process in Seller dashboard to cancel the transaction
Select the wrong cancelation reason in order to avoid a defect on your account
Do whatever you can to provide excellent customer service. Meeting or exceeding buyers’ expectations can help you improve your performance on Xshopi.
Respond promptly to any questions during the bidding or buying process, as well as after the item has been purchased
Communicate professionally, including emails
Be responsive to any buyer concerns or problems
You’re not allowed to use profane or offensive language with anyone on Xshopi
You’re not allowed to send anyone on Xshopi inappropriate images including nudity, profanity or other general content not related to an Xshopi listing
Most often, transactions without additional communication are a sign of great service, and you should not receive low detailed seller ratings for communication in these situations.
Along with the description, photos are the most important part of a listing. Photos help buyers to see exactly what they are getting as well as specific details they may be looking for. When selling used items, photos are especially important because they let the buyer see the actual condition of the item along with other details like color.
To maintain a competitive marketplace, Xshopi requires that you price your items independently from other sellers. You may take into account the pricing of other sellers that you observe on the Xshopi site, but you may not contact another seller to coordinate pricing in any way.
Sellers are prohibited from activities that avoid Xshopi fees, intentionally or not. This includes:
Making offers to buy or sell outside of Xshopi
Linking or promoting sites, items, or catalogs that can be used to order items outside of Xshopi
Requiring a buyer to make additional purchases or to agree to terms outside of the listing
Canceling bids or ending a listing early because the desired price has not been met
Charging excessive shipping and additional fees not already included in the price of the item, or passing seller fees on to the buyer
Changing a listing duration more than 2 hours after submitting the listing
Listing items outside of the correct category
Falsely reporting unpaid items, or refusing payment at the end of a successful transaction
Changing the information in a listing to sell a different item instead of listing a new item
Selling completely different brands, models, or types of items as choice listings, such as:
Selling different brands or models (for example, listing an iPhone 6 and iPhone 7 in the same listing)
Selling items with different conditions such as “new” and “used”
Sellers are responsible for paying fees for all sales made using some or all Xshopi services, even if the sale terms are finalized, or payment is made outside of Xshopi.
Sellers are also responsible for Final Value Fees if they offer or reference their contact information, or ask for a buyer’s contact information, in the context of buying for selling outside of Xshopi, even if the item does not sell on Xshopi.
Listings that do not follow these rules may be removed from the site or from search results. Other actions we may take include lowering a seller’s rating, charging additional fees, limiting buying and selling privileges, or suspending an account.
This policy protects buyers and sellers from purchases that are not eligible for Xshopi services such as Xshopi Buyer Protection.
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