Buying Practices and Feedback Policies

Buying Practices and Feedback Policies

Introduction

We want all our users to be able to buy and sell on SWJ with confidence. We want our sellers to bring great service and value to our marketplace, and we strive to protect sellers from unfair and unsafe buyer activity.

This policy outlines our expectations for buyer behavior. When buyers don’t meet these standards, we encourage sellers to report the concern.

Violations of this policy may result in a range of actions, including Feedback removal, cancellation of return requests, limits on account privileges (such as use of the Money Back Assistance Policy), limits on overall buying activity, and account suspension.

Unpaid Items Policy

Commitment to pay

If you click on a button with “Buy”, “Submit”, or something similar in a listing when instructions on the site tell you that clicking the button is a final confirmation of your purchase, you have committed to paying for that item.

If you don’t pay for an item that you have committed to purchase, even if you have changed your mind, you are violating our policy, which may result in account restriction or suspension.

If for any reason your payment method is rejected and you do not pay in full for the purchase within 2 days after notice, a seller can open an unpaid item case with us. If you still do not pay or reach some other agreement with the seller, SWJ may record the unpaid item on the buyer’s account.

Consequences to buyers

Excessive unpaid items on a buyer’s account may result in a range of consequences, including limits on or loss of buying privileges:

  • Buyers who don’t pay may have unpaid items recorded on their accounts.
  • Unpaid items are separate from Feedback, and don’t affect a user’s Feedback score or Feedback profile.
  • An unpaid item will be recorded on the buyer’s account when the seller receives a final value fee credit.
  • If you have excessive unpaid items on your account, we may limit or end your ability to buy.

Even if a buyer does not have excessive unpaid items, SWJ may limit the buyer’s purchases until the buyer has established a good history of paying for the items to which the buyer has committed.

Fee refund to seller

When an unpaid item case closes without payment from the buyer, the seller is eligible to receive a credit to its SWJ account for the fee charged for the sale. Also, if the seller relists the item and it sells the second time, SWJ may refund the insertion fee for the relisting.

False reports by seller

Sellers who falsely report unpaid items may:

  • Have all credits for the time period in question reversed.
  • Lose the right to a credit for the fee for unpaid items for the time period in question or for another period of time.
  • Be subject to suspension.

Making Unreasonable Demands

When you buy an item, you accept the seller’s terms as set out in the listing, provided the listing complies with our listing policies. You’re entitled to expect that the seller will do what they’ve said with regards to shipping, payments, and item returns. We know that exceptional circumstances can arise, and we allow you to make reasonable and limited requests. However, we don’t require sellers to fulfill requests that are outside of their terms.

We don’t allow unreasonable or excessive demands. As examples, we consider the following as extortion and do not allow it:

  • Asking the seller to complete the transaction off the SWJ site or the SWJ affiliate site if applicable.
  • Using the threat of negative Feedback.
  • Demanding a change without charge to the shipping method or delivery location, other than those specified in the listing.
  • Demanding a change to the payment method or timing, other than those specified in the listing.
  • Demanding a partial refund or discount under threat of negative Feedback, low detailed seller ratings, or opening a Money Back Assistance request or PayPal Purchase Protection case.
  • Demanding additional items or services that are outside of what is contained in the listing.

Feedback Policy

Feedback is an essential tool for letting other users know about your experiences with a seller, and we encourage you to be honest and as detailed as appropriate for the circumstances. We do not, however, allow misuse of Feedback.

Examples of what is allowed

  • Leaving good Feedback when the seller’s performance lives up to your expectation on items such as
  • quality of the product or service purchased, and
  • customer service, responsiveness, and support in general.
  • Leaving negative or neutral Feedback with an appropriate comment reflecting your experience
  • Leaving low detailed seller ratings if the seller’s performance doesn’t live up to your expectations on the items listed above.

Examples of what is not allowed

  • Leaving inappropriate Feedback comments, such as comments containing obscene language.
  • Leaving negative or neutral Feedback or low detailed seller ratings because a seller didn’t provide additional goods and services not mentioned in the original listing. We consider threatening to do this to be Feedback extortion.
  • Consistently leaving low detailed seller ratings or negative Feedback for sellers who sell the same or similar items as you. We consider this to be Feedback manipulation

Feedback for unpaid items

For transactions involving an unpaid item, Feedback left by a buyer may be removed when:

  • The buyer didn’t pay or respond to the unpaid item case.
  • The buyer is suspended.

Misusing Returns

We encourage all sellers to specify a clear return policy in their listings. Always check the return policy specified in a listing before committing to pay for an item.

If you want to return an item, review the seller’s return policy before initiating a return. Sellers may specify requirements for returns such as time limits, restocking fees, and who pays for return shipping.

Examples of what is allowed

  • Returning a faulty item or an item that wasn’t as described in the listing
  • Returning an item within the terms of the seller’s return policy

Examples of what is not allowed

  • Returning a different item (for example, a used or older model of the same product or an empty box)
  • Not returning the item in the condition that it was sent to you (for example, not returning a power-plug for the smartphone)
  • Returning an item that has been damaged after being delivered
  • Claiming an item isn’t as described in the listing in order to circumvent a seller’s return policy
  • Not following the terms of the seller’s return policy
  • A pattern of purchasing items and receiving excessive refunds

Abusing the Money Back Assistance Policy

The Money Back Assistance Policy covers all eligible purchases on our Site. If you have a problem with a purchase, you can let us know.  We don’t allow buyers to abuse the Money Back Assistance Policy.

Examples of what is allowed

  • Opening a Money Back Assistance refund request when you didn’t receive the item and you haven’t been able to resolve the issue with the seller.
  • Opening a Money Back Assistance return request after the item you received didn’t match the description in the listing.

Examples of what is not allowed

  • Claiming you haven’t received an item before the estimated delivery date has passed.
  • Claiming you haven’t received an item when it has arrived.
  • Claiming an item isn’t as described in the listing when the item condition is consistent with the listing description.
  • Opening a Money Back Assistance request:
  • When you have already received a refund from the seller or reimbursement from your payment provider.
  • When you haven’t paid for an item.
  • As retaliation against a seller following a previous dispute.
  • Threatening to open a Money Back Assistance request against a seller in order to get a discount or additional goods and services, when the item arrived in the described condition.
  • A pattern of excessively opening Money Back Assistance requests.

 

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