We recommend that you learn about Top store e-market selling policies before you list an item. This helps you avoid accidentally breaking any rules. If you fail to follow the rules, to protect the integrity of our marketplace, we may take certain actions, such as removing your listings or products and limiting your buying and selling privileges. For more details, please see the individual policy guidelines below

Selling practices policy                            By keeping some basic selling practices in mind, you’ll be able to create a great experience for your buyers. Our full selling practice guidelines below provide a range of tips for helping ensure you keep your buyers happy. They cover areas such as the item description, your terms and conditions, shipping and handling charges, delivery times, communication, returns, and photos.

Frequently Asked Questions

Why do I need to specify the location of the item in my listing?  Buyers like to know where the item is being shipped from as it helps to give them an idea of how much shipping will cost and how long it might take for the item to arrive. Having an inaccurate item location can cause confusion and lead to a poor experience for your buyer.

What should I include in my terms and conditions?                                           Be very clear and thorough about the terms of the transaction and include information about any taxes or other applicable fees, shipping and handling, and your return policy. Being upfront and honest about these terms helps build trust and provides a positive buying experience for your customers.

Do I have to accept returns?              You don't have to accept returns, but we highly recommend you do – it might help you attract more buyers. If you do accept returns, make sure you specify the time period in which you accept returns, who pays for the return postage, and how the refund is issued.

Selling practices policy overview        Setting clear buyer expectations and then meeting or exceeding them is a great way to make your buyer happy and ensure a smooth transaction. Some of the simplest things you can do are to provide accurate and consistent details about your items and to be clear and specific about the terms and conditions of the sale. You should also make every effort to provide excellent customer service from start to finish, including:

  • Responding to buyers' questions promptly
  • Being professional throughout the transaction
  • Making sure the item is delivered to the buyer as described in your listing
  • Frequently reviewing and updating listings to make sure all information – such as inventory status and item condition – is accurate and up to date
  • Charging reasonable shipping and handling costs
  • Specifying your handling time and return policy in your listing

To help you meet our seller performance, we have some basic requirements all sellers must meet. We also have tips on how you can meet – and exceed – buyers' expactations

Our Guidelines on the following;

Shipping service

 Buyers expect their items to be delivered on time, especially when they pay additional fees for expedited shipping services. Using a slower shipping service than the one selected by the buyer during checkout may result in the item being delivered later than expected, and an increase in claims for items not received.

What to do

  • Offer shipping service options in your listings only after reviewing their costs and delivery speeds
  • Ship items using shipping service options with features that meet or exceed those the buyer selected

What not to do

  • Use shipping service options with features that do not meet those selected by the buyer. For example, using a delivery company with a maximum delivery estimate of 7 days when the buyer selected express delivery with a delivery estimate of 3 days.

It’s important that you clearly specify the terms and conditions of the sale in your listing so that buyers know what to expect.

What to do

You’re required to include the following details in your listing:

  • Return policy
  • Shipping methods, costs, and other information
  • Terms of the transaction.

You’re required to meet the expectations you’ve set in your listing:

  • Ensure the safe delivery of the item within the timeframe stated in your listings.
  • Comply with the presale listings policy where applicable.
  • Items you list must be in your inventory or you must have an existing agreement with a third party to fulfil the delivery of the item under the terms of your listings.

Providing tracking details for items you've sold is an industry standard and something that your buyers expect. Tracking data lets buyers know where their item is throughout the shipping process, and can be critical in cases where the buyer claims they didn't receive an item. Learn more about uploading tracking information.

What to do

  • Upload accurate tracking details
  • Upload tracking details within your specified handling time
  • Mark the item as 'Shipped' in the Seller Hub once it has been sent

What not to do

  • Upload information other than valid tracking in the tracking field, including tracking not associated with the transaction
  • Upload tracking information later than the handling time window promised in your listing

When a buyer purchases an item, they expect it to be shipped from the item location included in the listing. Adding false, inaccurate, vague, or misleading item location information may lead to confusion around delivery time and shipping costs.

What to do

  • Include accurate item location descriptions. The city, town and local Market name should match appropriately. For example:
    • Comesa, Lusaka, Zambia
    • Kamwala, Lusaka, Zambia
    • Chisokone market, Kitwe, Zambia
    • Cairo road, Lusaka, Zambia

What not to do

  • Provide incorrect or inaccurate item location
  • State Kamwala, Lusaka, Zambia when the item is actually being shipped from Ndola or outside Zambia e.g. china or USA.
  • Include inaccurate, vague, or misleading item location descriptions, such as:
    • Direct from manufacturer to Zambia
    • Hong Kong to Zambia
    • Worldwide China to Zambia
    • USA to Zambia
    • Somewhere in Lusaka, Zambia
  • Include item location information in the item description that doesn't match the information in the item location field
  • Include inconsistent information in your return policy around the item location which may result in higher return costs or confusion for buyers

 

The listing page is where buyers get most of their information about an item. Information in the listing helps buyers decide what to buy and know what to expect when they receive the item. It's important to make sure that the listing is only used to describe the item for sale and to communicate the terms of the sale in a professional way.

You're required to:

  • Specify the condition of the item
  • Describe any defects or flaws in the item – this helps avoid problems or buyer dissatisfaction

Note: When selling a used, refurbished, or flawed item, you must include photos of the actual item for sale instead of a feck photo.

You may need to cancel an order because the item is broken or out of stock, you made a mistake in your listing, the buyer requested to cancel the order, there's a problem with the buyer's shipping address, or the buyer hasn't paid. Make sure you use the correct process in Seller Hub to cancel the order. Learn more about How sellers can cancel an order.

What to do

  • Cancel the order within 30 days of the sale
  • Use the correct process in Seller Hub to cancel the order:
    • In Seller Hub go to Orders
    • Find the order you want to cancel, and from More actions, select Cancel this order
  • Choose a reason for the cancellation and follow the on-screen instructions. The "Buyer Hasn't Paid" reason code will be displayed if the buyer hasn't paid for the item within 3 calendar days

What not to do

  • Don't cancel the order more than 30 days after the sale
  • Don't use an incorrect process outside of Seller Hub to cancel the order
  • Don't select the wrong cancellation reason in order to avoid a defect on your account, receive a final value fee credit, or remove or block buyer feedback

Learn more about our Order cancellation policy.

Do whatever you can to provide excellent customer service. Meeting or exceeding buyers' expectations can help you improve your performance on top store e-market.

What to do

  • Respond promptly to any questions during the buying process, as well as after the item has been purchased
  • Communicate professionally, including emails
  • Be responsive to any buyer concerns or problems

What not to do

  • You're not allowed to use profane or offensive language with anyone on top store e-market
  • You're not allowed to send anyone on top store e-market inappropriate images including nudity, profanity or other general content not related to top store e-market listing.

 Most often, transactions without additional communication are a sign of great        service, and you shouldn't receive low detailed seller ratings for communication in these situations.

To give you credit for transactions where a buyer doesn't need to contact you, you'll automatically receive a 5-star communication detailed seller rating if:

  • You specify either same business day delivery or one business day handling and upload tracking information within one business day
  • There are no buyer- or seller-initiated communications in top store e-market Messages
  • There are no requests for contact information between you and the buyer
  • There are no refund requests or any open disputes for the transaction, and the buyer hasn't reported that the item wasn't received.

Note: Best Offers, Second Chance Offers, invoices and invoice requests – even if they contain messages added by the buyer or seller – don't affect automatic 5-star detailed seller ratings for communication. You'll still qualify for an automatic 5-star communication detailed seller rating if you or your buyers send these types of communications.

If top store e-market shortens the delivery estimate shown to your buyer, we automatically remove any defects related to shipping speed when you upload tracking within your stated handling time and your item arrives on or before the last day of the standard delivery timeframe (your stated handling time plus the carrier's published timeframe).

Communication between a buyer and seller isn't undesirable. If you exchange messages – and the buyer is satisfied with your response – the buyer may give you five stars for communication based on their interaction with you.

 

You aren't required to accept returns, but if you do, you must honor your stated returns policy.When you choose to accept returns, a buyer can return an item for any reason, including if they change their mind about a purchase. As long as the return meets your stated return requirements, you are required to honor the return.

What to do

  • If you accept returns, you must clearly state the criteria under which you will accept a return. This may include (but isn't limited to):
    • The time period in which a buyer must notify you about a return
    • Who pays for return shipping
    • How the refund is issued (money back, replacement, or exchange)

Remember, buyers who purchase from you are entering in to a contract with you based on the details you included in your listing, including what you stated in your returns policy. Therefore, you may not add to or alter your returns criteria once an item has been purchased.

NOTE: Even if you specify that you don't accept returns, a buyer may be able to open an e-market Money Back Guarantee case for eligible items if they didn't receive an item or the item doesn't match the listing description. Learn more about Seller performance.