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 policy 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:
Customer Service Health
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 policy violations:
- Create templates for common queries to speed up your responses.
- Dedicate time daily to check and reply to messages.
Customer Escalation Rate
- What’s the policy? All sellers 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 policy violations:
- Respond to complaints promptly.
- Take a proactive approach to resolving disputes before they escalate.
Refund Rate
- What’s the policy? All sellers should aim for no more than 1 refund per 100 orders.
- Why is this important? A high refund rate can indicate quality or service issues, leading to lower customer trust, potential account penalties, and reduced sales performance. Keeping refunds low helps maintain a strong reputation and customer satisfaction.
- How to avoid policy violations:
- Ensure product descriptions, images, and specifications are accurate to set clear expectations.
- Implement quality control measures to minimize defective or incorrect items.
- Offer clear and helpful customer support to resolve issues before they escalate to refunds.
Average Seller Star 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 policy 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.
Delivery Health
On-time Dispatch Rate
- What’s the policy? All orders must be dispatched within the promised handling time stated in your listing.
- Why is this important? Timely dispatch ensures a positive customer experience, builds trust, and reduces the risk of order cancellations or negative feedback. Late shipments can lead to lower seller ratings and possible restrictions on your account.
- How to avoid policy violations:
- Maintain accurate inventory levels to prevent fulfillment delays.
- Set realistic handling times based on your capacity and carrier schedules.
- Automate order processing and tracking updates where possible.
- Regularly monitor orders and resolve any fulfillment issues proactively.
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 policy violations:
- Use reliable shipping services that offer tracking.
- Double-check that the tracking information is uploaded correctly for every order.
Return Rate
- What’s the policy? All sellers should aim for no more than 1 return per 100 orders.
- Why is this important? A high return rate can indicate product quality issues, misleading descriptions, or poor customer expectations. Consistently high returns can lead to lower seller ratings and possible restrictions on your account.
- How to avoid policy violations:
- Ensure product descriptions and images accurately represent the item.
- Improve packaging to prevent damage during shipping.
- Provide excellent customer support to resolve concerns before they escalate to returns.
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.
