At Yavolo, we’re committed to providing a seamless and trustworthy shopping experience for our customers. To make this happen, we’ve set clear policies for our sellers to ensure quality service, effective communication, and accountability. These policies are straightforward, but if they’re not followed, they can lead to violations that harm both customer satisfaction and seller performance.
Let’s break down our policies, why these policies matter, and how to avoid getting policy violations:
1. Customer Escalation Rate
- What’s the policy? You should aim for no more than 1 escalation per 100 orders.
- Why is this important? High escalation rates indicate unresolved issues, which can harm your reputation and impact your trustworthiness.
- How to avoid violations:
- Respond to complaints promptly.
- Take a proactive approach to resolving disputes before they escalate.
2. Seller Rating
- What’s the policy? All sellers must maintain a minimum rating of 3 stars.
- Why is this important? Your rating reflects your overall service quality. A low rating discourages customers from buying from you.
- How to avoid violations:
- Deliver on your promises—accurate product descriptions, reliable delivery, and good packaging matter.
- Engage with customer feedback. Learn from negative reviews to improve future interactions.
3. Message Response Time
- What’s the policy? All customer messages must be answered within 24 hours.
- Why is this important? Quick responses show customers that their concerns are a priority. Slow communication can lead to frustration and escalations.
- How to avoid violations:
- Create templates for common queries to speed up your responses.
- Dedicate time daily to check and reply to messages.
4. Order Tracking
- What’s the policy? Every order you ship must include a tracking number.
- Why is this important? Tracking numbers give customers peace of mind by letting them know their orders are on the way. It also helps resolve disputes related to delivery delays.
- How to avoid violations:
- Use reliable shipping services that offer tracking.
- Double-check that the tracking information is uploaded correctly for every order.
Why Policies Matter
These policies are in place to protect both customers and sellers. When followed, they create a better experience for everyone involved. Customers feel valued and cared for, while sellers build strong reputations and repeat business.
Remember, happy customers lead to loyal customers. Let’s work together to keep Yavolo a platform where trust and satisfaction come first.