iStreetShop Selling practices policy

By keeping some basic selling practices in mind, you’ll be able to create a great experience for your shoppers.

 

Our full selling practice guidelines below provide a range of tips for helping ensure you keep your buyers happy. They cover areas such as the item description, your terms and conditions, postage and handling charges, delivery times, communication, and returns.

Frequently Asked Questions

Why must I also trade from a commercial property to list my items on iStreetShop?

 

iStreetShop was created with the purpose of getting shoppers back to the high street and back into stores. iStreetShop provides the online platform to allow Shoppers to browse products online, all in one place, but means Shoppers have to go instore either to purchase an item or collect an item purchased under Click and Collect.

 

 

What is the definition of a Commercial Property?

 

A Commercial Property is defined as any property which is not used for domestic dwelling.

 

Commercial property includes:

•        Shops

•        Restaurants

•        Cafes

•        Coffee shops

•        Offices

•        Warehouses

•        Hair salons

•        Beauty salons

•        Travel agencies

•        Post offices

•        Vehicle showrooms

Why do I need to specify the location of the item in my listing?

iStreetShop’s main purpose is to get shoppers back in your store, so an accurate location is vital to doing this. Having an inaccurate item location can cause confusion and lead to a poor experience for your buyer.

What should I include in my terms and conditions?

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 and costs, and your return policy. Being upfront and honest about these terms helps build trust and provides a positive buying experience for your customers.

Are there additional requirements for business sellers?

The Sale of Goods Act 1979 (as amended), places numerous legal obligations on business sellers. In particular, items sold on iStreetShop by business sellers to non-business consumers must be:

  • of “satisfactory quality”
  • “as described”
  • “fit for purpose”

 

Full policy

Selling practices policy overview

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:

·       Specifying your opening hours and exact location of your store.

·       Responding to buyers’ questions promptly

·       Being professional throughout the transaction

·       Making sure the item is 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

 

As a business seller, you should ensure that you include a comprehensive returns policy within your listing. 

What are the guidelines?

Make sure you follow these guidelines. If you don’t, 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.

It’s important that you clearly specify the terms and conditions of the sale in your listing so that buyers know what to expect.

What to do:

You’re required to include the following details in your listing:

·       Forms of payment you accept

·       Return policy

·       Delivery method, postage costs and other information

·       Taxes and any applicable government imposed fees (such as electronic waste disposal fees)

·       Terms of the transaction

·       You’re required to meet the expectations you’ve set in your listing:

·       Ensure the safe delivery of the item within the timeframe stated in your listing

·       Items you list must be in your inventory or you must have an existing agreement with a third party to fulfil the delivery of the item under the terms of your listing

 

What not to do:

You must not provide inconsistent or misleading information on the terms and conditions of the sale.

Here are some things you must not do:

·       Change the terms of the sale once a buyer has committed to purchase the item

·       State that you accept returns in the listing, but refuse to honour it after the item has been purchased, even if the item meets your stated requirements

·       Use phrases like ‘iStreetShop premium service seller’, ‘offering iStreetShop premium service listings’, ‘trusted iStreetShop premium service listings’ or other similar terms. (If you are an iStreetShop Top-rated seller at an account level and offer iStreetShop Premium Service listings, a prominent iStreetShop Premium Service badge will automatically appear in your listings)

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 an 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.

What to do:

You must:

·       Describe only the item you’re selling in the listing and the terms of the sale

·       Provide complete and accurate details

·       Specify the condition of the item

·       Explain any defects or flaws on the item – this helps avoid problems or buyer dissatisfaction

When selling used, refurbished, or flawed items, we recommend you also include pictures of the actual item for sale, in addition to a stock photo.

When viewing any listing, buyers expect the information contained within the listing to be fair, honest and not misleading. It is your responsibility as a seller to make sure that you comply with those principles when creating your listings.

These principles are generally enforced by the Advertising Standards Authority (“ASA”). Further details can be found in the UK Code of Non-broadcast Advertising and Direct & Promotional Marketing (the Cap Code) and guidance and resources can also be found on the ASA’s site.

It is highly recommended that before you create any listings you read through the CAP Code to help you understand what you must and must not do when creating your listings.

Product availability

When buyers purchase an item on iStreetShop, they should feel confident that the item is available and will be delivered in a timely manner.

What to do:

·       You must make sure the items you’re offering are in stock for the duration of the listing and are delivered to the buyer, unless the buyer doesn’t meet the terms of your listing

·       For multi-quantity listings, make sure you have ready access to all the items you’re offering. For pre-sale listings, make sure you’ll have ready access to all items on the release date

·       If you run into an inventory problem that’s beyond your control, you’re responsible for letting the buyer know when the item will be available or issuing a refund immediately for the full amount

 

What not to do:

 

You must not:

·       List an item that may be out of stock by the time of purchase

·       List an item that you’re simultaneously selling outside of iStreetShop without ensuring beforehand that you have enough product available

·       Offer an item that may not be what’s delivered to the buyer

·       Offer an inflated number of items in a multi-quantity listing

Other rules for sellers

You’re responsible for reviewing and understanding iStreetShop selling policies, as well as all applicable laws and regulations as outlined in the User Agreement. 

 

Therefore, learning about iStreetShop’s selling policies before you list an item will help you avoid unintentionally breaking the rules.

Additional information

The Sale of Goods Act 1979 (as amended), places numerous legal obligations on business sellers. In particular, items sold on iStreetShop by business sellers to non-business consumers must be:

·       of “satisfactory quality”;

·       “as described”; and

·       “fit for purpose”

Where the seller is a private individual, the goods must be “as described”. The goods are not legally required to be of “satisfactory quality” or “fit for purpose”.

The Consumer Protection from Unfair Trading Regulations 2008 prohibits businesses from treating consumers unfairly. In particular, a misleading act or omission by the seller, which results in the buyer purchasing an item that they wouldn’t have otherwise have purchased, is a criminal offence in most cases.

Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (buyers’ legal right to cancel a purchase)

The Distance Selling Regulations generally apply to sales to non-business buyers made by sellers acting in the course of a business, which have been made at a distance. In other words, where there is no face-to-face contact between the seller and the buyer before the contract is made. The Distance Selling Regulations usually cover sales made over the internet.

Under the Distance Selling Regulations, buyers have a period of 7 working days after the date of delivery within which they can cancel the contract (often referred to as the ‘cooling off’ period) and get their money back, including the original postage and packing charges. If the seller has not provided all the information required under the Distance Selling regulations before the contract is concluded, the buyer will have up to three months. You must refund the original delivery charges. However, you are permitted to require the buyer to pay for the cost of returning the item, but only if you clearly inform the buyer of this before the contract is made.

You can specify the returns time frame and who pays for return postage when you create your returns policy. Please note that the minimum time frame for returns on iStreetShop is 14 days. We’ve chosen this because a 14-day returns period will be required when changes to UK distance selling regulations come into effect in June 2014.

 

If your listing doesn’t fall under the Distance Selling Regulations, you’re not legally obliged to refund a buyer if they change their mind. However, you may choose to provide a service that goes beyond the minimum legal requirement in order to encourage consumers to buy from you.

Faulty items (your legal obligations to your buyers)

Under the Sale of Goods Act 1979 (as amended), items sold by business sellers to non-business consumers must be:

·       of “satisfactory quality”

·       “as described”

·       “fit for purpose”

If an item you sell doesn’t conform to these criteria, the buyer has the right to request money back within a “reasonable time”. What is considered a “reasonable time” varies from item to item. For example, a pair of skis is unlikely to be used straight away, so a “reasonable time” is likely to be longer than for an item normally used on a daily basis. Other factors may also affect what is defined as a “reasonable time” for specific items. In addition, the Sale and Supply of Goods to Consumers Regulations 2002 gives consumers a right to a repair or replacement where goods turn out to be faulty.

 

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