Seller Policies

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Communication

Payments

Getting Paid

Shipping

Returns

Listings

Communication

 

Customer service basics

  • Good communication is the best service you can provide or receive. 
  • Respond in a timely manner: ideally within 1 business day, but up to 2 business days if needed.
  • Respect the customer and provide full, detailed information. Be truthful and open about the items you are selling.
    • Mistakes happen, so if you ever run into an issue, providing details and finding solutions for the customer will usually work in everyone's favor.
    • If the remedy to the issue requires eCommerce Administrator assistance, please contact us immediately. (e.g. refunds)
  • DO NOT, in any situation, use profane words or text that may offend or disrespect the customer in any way.
  • Again, be respectful to our customers.

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How do I communicate with a customer?

  • You will only be able to contact a customer if they have either Placed a Bid on your item, Won an auction, or if they've sent a message to you in regards to an item.
  • If a customer sends a message through the site, you will ALWAYS receive a notification to the email address tied to your Seller Account.
  • Please double check that you're receiving these notifications in your email.
  • If you do not see these emails from our site, check your junk/spam folder and make sure to include admin@tsastore.org, admin@shopthesalvationarmy.org, support@tsastore.org, in your "safe" or "trusted" contacts. 
    • Use the site messaging services as often as possible (and only send messages to the customer via work/direct email if necessary).
    • When you receive an email notifying you about a new question or public question, please click on the provided link in the email to respond to the customer.
    • A public question will appear on the listings and your response will also appear on the listing (towards the bottom of the listing).
  1. Contacting customers after they've won:
    • If you go into your Successful Listings section, you'll see a list of orders that have ended successfully with a winning bidder.
    • To the right of each order is an option button (gear icon), which will bring down several options if clicked.
      • Create/View Invoice (Either will appear depending if the invoice has been created or not) - to create/view invoice.
      • Submit Feedback - Please remember to leave feedback for your customers whenever they complete a purchase. Providing feedback is just one aspect of growing our site.
      • Contact - This is how you can communicate with your customer of the winning bid
        • If you need to contact a customer because of unpaid orders, please click HERE.
      • List Similar - This will make an exact copy of the listing which you can edit and change if necessary.
  2. Replying to customers messages:
    • When you receive a message from a customer there be 2 ways of receiving the: Public Question (on the listing) or Direct Message (to your account inbox)
      • In both instances, you'll receive an email notification to your email associated to the account.
    • Public Question - These questions are posted directly on the listing so all customers can see the question as well as your response.
      • You should receive an email notification about the Public Question which will have a link to respond to the Public Question.
        • Unfortunately this will not appear as a notification on your account, so please click on the link provided in the email.
    • Direct Message - These are open ended for the customer to send about a particular item and are only seen by you.
      • You should receive an email notification about the Direct Message which will have the link to your account inbox.
        • You should also see a notification when you click the "My Account" button when you sign in and see the number of unread messages.

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How do I cancel a bid for a customer?

  • Please contact an eCommerce Administrator to have the bid removed.
  • If the auction has already concluded with the customer's bid, please see the next question below.

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How do I cancel an order for a customer?

  • Please click HERE to see how you cancel a customer's order.

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Can I provide an item discount after an auction/listing is over and won?

  • Yes, you may provide a discount on any item, BUT the amount of the discount can only be less than or equal to the unit value. 
  • This must be done PRIOR to payment, otherwise you will need to contact the eCommerce Administrator
    • The shipping cost is not included in the unit value.
    • Example: item sold for $5 + $10 shipping. The maximum discount allowed for this can be $5 or less.
  • You can also add additional charges if needed by selecting Debit BEFORE payment is made.

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Payments

 

What form of payment do we accept?

  • We currently only allow payments via PayPal, as well as Credit Cards processed by PayPal, for all online items.
    • If a customer does not have a PayPal account, they're still able to complete the purchase without registration (so please inform them that we can process all major credit cards 'via' PayPal).
      • When directed to sign into PayPal, there's an option for customers to select an alternative method (below the sign in button).
    • The order will only be shipped once the payment has cleared.

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How long does the customer have to make payment?

  • We expect payment to be completed within 5 business days (Monday - Friday), but it is ultimately your choice to provide a longer payment due date.
    • DO NOT cancel any order before the 5 days, unless requested by the customer.
    • DO NOT cancel any order without reminding or contacting the customer prior. 

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How do I send an invoice to a customer?

  • Although customers are able to complete the checkout process without you issuing an invoice, some customers are unaware of this, therefore you should send an invoice once an auction ends. Please check your Successful Listings and create invoices for open orders ASAP.
    • You will always be notified by email once a listing successfully ends with a sale.

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Getting Paid

 

How will I know when an order is paid?
  • If you have Shipstation connected, the order should appear in you Shipstation account.
  • You can also check your paid orders in the Invoices section, as well as you Sales Report. Those that are paid will be marked as PAID.

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Do we need to remind the customer about paying for their order(s)?

  • Yes, unfortunately we do not have an automated notification system in place for unpaid items.
  • Please contact the customer within 2 or 3 days of an auction's end with a payment reminder.
  • Please remember that our site disclaimer indicates at least 5 DAYS for payment.
    • See non-payment template HERE
    • Along with the message, resend the invoice.
    • Access the open invoice and click on the "Email Invoice" link again, making sure a shipping cost is selected.
  • If you do not received a response within the allotted time, you may proceed with cancelling the order to relist it.
    • Go to your Sales Report and select the "Void" option to the right of the order.

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How do I cancel and void an invoice?

  • If the order has already been paid:
    • Contact the eCommerce Administrator so they can refund the customer.
    • Go into your invoices and unmark the order as paid.
    • Void the invoice from your Sales Report.
  • If the order has not been paid, but an invoice has been sent:
    • Go to your Sales Report and select the "Void" option to the right of the order.
  • If the order has been placed and the invoice has NOT been sent:
    • Go to your Successful page, select/check off the order item and scroll to the bottom of the window where you can choose "Void Selected Sales".

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Shipping

 

Please ship out customer orders within 1 business day, up to 2 business days if needed.

How do I manage/process customer orders?

  • We currently provide ShipStation as a platform for label/order management, but if your location does not require a detailed sales report, all orders can be shipped out in whatever method you choose. For example:
    • Going directly to USPS.com or UPS.com to create a label.
    • Using another shipping platform to manage and create labels.
      • Please ask the site administrator for details.

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How quickly do I need to process and ship an order? 

  • Please process and ship the order as soon as possible, ideally within 1 business day, but up to a maximum of 2 business days - but before you do, make sure to check your customer messages for any changes to the order, such as:
    • Cancellations, delays in shipping, and address changes.
    • In some cases, customers may request to cancel the order even though a payment has been cleared.

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Do I need to ship on holidays?

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Returns

 

  • Do we accept returns?
    • We accept returns for all items within 14 days of shipment with a 10% restocking fee.
      • An exception for damaged items or items not as described.
      • You will need to determine the best remedy for the customer.
    • A return process is provided for the customer by accessing the link below. This will only automatically generate a label IF the item was shipped via USPS First Class.
    • Otherwise, the customer should contact you to provide a return label.
      • This is done by going into your Shipstation account and searching for the order number again. 
      • Clicking the order number will allow you to click a "Return" option, which will create a return label for you to provide the customer.
    • Please involve the eCommerce Administrator so refunds can be issued in a timely manner.
    • If you would like to accept a return for a customer for any other reason please communicate with the eCommerce Administrator and Customer so all details are known and refunds are processed in a timely manner.

 

  • Create a Return label Manually
    • To create a return label for the customer go into the Shipstation account and search for the order. 
    • Click on the order number that opens a new window with order details. (see first photo below)
    • Make sure the tracking number on the top right is clicked and select the Return tab.
      • This should take you to the Return tab automatically for you to verify the information and create a label (See second photo below).
    • In this page you can select a reason and verify the information.
      • Please choose to either send the return label directly to the customer (which you can add an email to yourself), or download the label and send the label by creating an email and attaching the label.

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Listings

 

What items are we prohibited from listing?

  • Adult and adult themed items
  • Alaskan Native, American Indian, or Native American Crafts, Art, Fossils, Relics, etc.
  • Alcoholic beverages (including non-alcoholic beer)
  • Animals - pets and most other live animals can't be listed
  • Autos and other licensed vehicles
    • All licensed transportation must have proper documents and other state required information before selling and should only be sold in person (if your location is able to complete the transaction).
  • Catalytic converters
    • Only New catalytic converters that meet the EPA's requirements
  • Clothing (USED) - Most used clothing (shirts, pants, dresses, etc.) are allowed, as long as the seller states that the item is used, and there is no inappropriate content in the listing
    • Not Allowed:
      • Athletic supporters
      • Briefs
      • Boxer shorts
      • Children's sized underwear
      • G-strings
      • Jock straps
      • Thongs
      • Panties
      • Socks
      • Any used clothing item with content we find to be inappropriate. We consider the overall content of the listing, including the description and images, when making this assessment
      • Used articles of clothing marketed or described as well-worn fetish items are strictly prohibited
  • Cosmetics (USED) that come in contact with human body. (Applicators, Lipstick, etc.)
  • Currency without full disclosure of each bill, note
  • Drugs and drug paraphernalia
  • Electronic surveillance devices, scramblers and jamming devices, electronics not approved by FCC
  • Endangered  or threatened Animals
  • Encouraging illegal activity
  • Fire weapons, Weapons, Knives that require government and/or state verification.
    • Weapons that are disguised to look non-threatening.
  • Food (Expired or opened)
    • Exception: Collectible Food packaging, but must indicate that the item is not to be sold for consumption and indicate the expiration date (e.g. Wheaties Cereal with celebrity face)
  • Gift Cards 
  • Government issued ID, Cards, Badges, Documents, or any other item not for public sale. (Historic items may with supporting documents authorizing for sale)
  • Human remains or body parts
  • Illegal items, or items that may condone illegal activity. This also includes messaging customers about any illegal items or activity.
  • Lock picking devices and Key cutting devices
  • Medical drugs, Medical devices, and healthcare items that require government authorization for resale or items not available over-the-counter.
    • Used medical devices that come in direct contact with human body. (Needles, Tattoo Machines, etc.)
    • Exception: vintage items that are no longer in use (Must indicate in the listings that the item is not for use)
  • Personal information, customer information, others (e.g. social media pages)
  • Property
  • Real Estate
  • Slot Machines and other gambling devices
  • Stocks, Bonds, and other securities
  • Stolen property

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How do I create a listing?

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How do I edit a listing?

  • Click HERE to view our instructions on editing a listing.

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