Seller Guidelines & Handbook

Effective Date: May 2026

Welcome to [Website Name]! This Seller Handbook outlines the standards, responsibilities, and expectations for all sellers on our multi-vendor marketplace. These guidelines are designed to ensure a consistent, fair, and high-quality experience for both buyers and sellers.

 

1. Seller Account Requirements

  • Sellers must provide accurate and up-to-date information, including name, contact details, and payment information.
  • Sellers are responsible for maintaining the security of their account.
  • Only one account per seller is permitted unless approved.

2. Product Listings

  • Sellers may list up to 200 products.
  • All listings must be accurate, clear, and not misleading.
  • Product descriptions must include:
    • Condition (new, lightly used, refurbished)
    • Key specifications and features
    • Any defects or limitations
  • Images must be high-quality and represent the actual product.
  • Prohibited items must not be listed.

3. Pricing and Fees

  • Sellers are responsible for setting their own prices.
  • A 2.4% transaction fee will be applied to each completed sale.
  • Prices must be transparent, with no hidden charges.

4. Order Processing

  • Orders must be processed within  1–3 business days.
  • Sellers must update order status promptly.
  • Any delays must be communicated to the buyer.

5. Shipping Responsibilities

  • Sellers are responsible for packaging and shipping items securely.
  • Accurate delivery estimates must be provided.
  • Tracking information should be uploaded where available.
  • Sellers must comply with the platform’s Shipping Policy.

6. Customer Communication

  • Sellers must respond to buyer inquiries within  24–48 hours.
  • Communication must be professional and respectful.
  • Sellers should work proactively to resolve issues.

7. Returns and Refunds

  • Sellers must follow the platform’s Returns Policy.
  • Refunds must be processed promptly once approved.
  • Sellers must cooperate in resolving “Significantly Not as Described” (SNAD) cases.

8. Disputes and Resolution

  • Sellers must attempt to resolve disputes directly with buyers first.
  • If unresolved, cases may be escalated to the platform’s Resolution Center.
  • Sellers must provide evidence when responding to disputes.

9. Performance Standards

Sellers are expected to maintain:

  • High order fulfillment rates
  • Low cancellation rates
  • Positive customer feedback
  • Timely communication

Failure to meet standards may result in warnings or account restrictions.

10. Prohibited Activities

Sellers must not:

  • List illegal or restricted items
  • Provide false or misleading information
  • Engage in fraudulent or deceptive practices
  • Circumvent platform fees or policies

11. Account Suspension or Termination

We reserve the right to suspend or terminate seller accounts that:

  • Violate these guidelines
  • Receive repeated complaints
  • Engage in fraudulent or harmful behavior

12. Updates to Guidelines

These guidelines may be updated from time to time. Sellers will be notified of significant changes.

13. Support

For assistance, contact:

  • Email: info@smanes.com

14. Seller Onboarding Checklist

To get started on smanes.com, please complete the following steps:

Step 1: Create Your Account

  • Register as a seller using a valid email address
  • Verify your email and secure your account credentials

Step 2: Complete Your Profile

  • Add your full name or business name
  • Provide accurate contact details
  • Upload a profile image or logo (optional but recommended)

Step 3: Set Up Payment Details

  • Add your preferred payment method
  • Ensure all payment information is accurate to avoid delays

Step 4: Review Platform Policies

  • Read and understand the Terms and Conditions
  • Review the Returns, Shipping, and SNAD policies

Step 5: Create Your First Listing

  • Add product title, description, and price
  • Upload high-quality images
  • Specify product condition and key details

Step 6: Set Shipping Options

  • Define shipping locations and costs
  • Set processing and delivery times

Step 7: Publish Listings

  • Review all information for accuracy
  • Publish your product listings

Step 8: Manage Orders

  • Monitor incoming orders
  • Process and ship within the required timeframe
  • Upload tracking information where available

Step 9: Communicate with Buyers

  • Respond to inquiries promptly
  • Provide updates on orders and resolve issues professionally

Step 10: Maintain Performance Standards

  • Keep listings accurate and up to date
  • Deliver orders on time
  • Maintain positive customer feedback

By selling on smanes.com, you agree to comply with these Seller Guidelines.