Sears Marketplace Vendor Information Guide

Sears Marketplace Vendor Information Guide

38 Pages · 2015 · 996 KB · English

Sears Marketplace also does not support backorders, therefore any order that cannot be fulfilled by the expected ship date should be cancelled.

Sears Marketplace Vendor Information Guide free download


Sears Marketplace Vendor Information Guide May 2018 Sears Marketplace Vendor Information Guide ©2018 Sears Brands, LLC 1 T A B L E O F C O N T E N T S 1 Introduction ................................ ................................ ................................ ................................ .......................... 3 1.1 About the Sears Marketplace ................................ ................................ ................................ ....................... 3 1.1.1 Sell on Sears (Fulfilled By Merchant) ................................ ................................ ................................ ....... 3 1.1.2 Sell Through Sears (Fulfilled By Sears) ................................ ................................ ................................ ..... 4 1.1.3 Program comparison ................................ ................................ ................................ ............................... 4 1.2 Cost of doing business ................................ ................................ ................................ ................................ .. 5 1.3 Getting Help With Your Account ................................ ................................ ................................ .................. 5 1.3.1 Training Webinars and Videos ................................ ................................ ................................ ................. 5 1.3.2 Seller FAQs ................................ ................................ ................................ ................................ ............... 5 1.3.3 Seller Portal Reporting ................................ ................................ ................................ ............................. 6 1.3.4 Seller Support ................................ ................................ ................................ ................................ .......... 6 1.3.5 Other Contacts ................................ ................................ ................................ ................................ ......... 6 1.4 Changes to this Guide ................................ ................................ ................................ ................................ .. 6 April 2018 ................................ ................................ ................................ ................................ .............................. 6 Februrary 2018 ................................ ................................ ................................ ................................ ...................... 6 2 Seller Standards ................................ ................................ ................................ ................................ ..................... 7 2.1 Trust and Safety ................................ ................................ ................................ ................................ ........... 7 2.1.1 Marketplace Guarantee ................................ ................................ ................................ ........................... 7 2.2 Seller Performance ................................ ................................ ................................ ................................ ....... 7 2.2.1 Performance Metrics and Targets ................................ ................................ ................................ ........... 7 2.2.2 Performance management ................................ ................................ ................................ ...................... 8 2.3 Customer Service Requirements ................................ ................................ ................................ .................. 8 2.3.1 Customer Service Phone Number ................................ ................................ ................................ ............ 8 2.3.2 Customer Service Email Address ................................ ................................ ................................ ............. 9 3 Operational Requirements ................................ ................................ ................................ ................................ .... 9 3.1 Item Management ................................ ................................ ................................ ................................ ....... 9 3.1.1 item standards ................................ ................................ ................................ ................................ ......... 9 3.1.2 Co ntent Guidelines ................................ ................................ ................................ ................................ .. 9 Sears Marketplace Vendor Information Guide ©2018 Sears Brands, LLC 2 3.1.3 Price & Shipping Cost Parity ................................ ................................ ................................ ................... 10 3.2 Inventory Management ................................ ................................ ................................ ............................. 10 3.3 Order Management ................................ ................................ ................................ ................................ ... 10 3.3.1 Me mber Communication ................................ ................................ ................................ ....................... 10 3.3.2 Non -shipping day Management ................................ ................................ ................................ ............ 11 3.3.3 Cancellations ................................ ................................ ................................ ................................ .......... 11 3.3.4 Shipping ................................ ................................ ................................ ................................ ................. 12 3.4 Refunds an d Returns ................................ ................................ ................................ ................................ .. 13 3.5 Getting Paid ................................ ................................ ................................ ................................ ................ 14 3.6 Seller Debits ................................ ................................ ................................ ................................ ............... 14 3.6.1 Chargebacks (customer credit card claims) ................................ ................................ ........................... 14 3.6.2 Miscelanious claims ................................ ................................ ................................ ............................... 15 4 Seller Account Settings and business information ................................ ................................ .............................. 15 4.1 Primary user ................................ ................................ ................................ ................................ ............... 15 4.2 Secondary users ................................ ................................ ................................ ................................ ......... 15 4.3 Public Customer Service Information ................................ ................................ ................................ ......... 15

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