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Biblio.com Bookseller Policies and ProceduresThe following information is outlined to inform Biblio.com Booksellers about the basic policies and procedures required to operate a Bookseller account. If you have questions about this document or anything contained in it, please do not hesitate to contact us at bookseller-support@biblio.com. General Account MaintenanceYour account information It is important that you maintain current contact information on your Bookseller account so that Biblio can contact you to alert you of order notifications, system updates, monthly newsletters, as well as to e-mail or call you to follow up with order problems or other account issues. If your account information is not kept up to date, and we are unable to contact you via the telephone number or email address provided, Biblio.com will place your Bookseller account in suspended status until this information has been appropriately updated. Valid E-mail address All communications from Biblio.com, such as order alerts, billing notifications, monthly newsletters, and password reminders, go out to you via email. Biblio.com requires the use of a real, valid email address that you intend to keep active, and has not been acquired by you for incidental use. Note: Many Booksellers utilize Spam management software. Please make sure to allow all email from Biblio.com to be delivered to your inbox. Customer Support Biblio.com Booksellers are required to contact a customer making an inquiry for book information, or regarding an order, within 2 business days. Customers can contact Booksellers directly so it is important that you respond to email promptly. Biblio.com assures web site visitors that their information will always remain private. Booksellers are not to add customer's, or prospective customer's names to any email lists without the express permission of the customer. Putting your account on Vacation If a Bookseller is going on vacation, taking an extended break from bookselling, or is going through any other circumstance that may prevent the proper filling of orders received through Biblio.com, then it is required that the bookseller place their account on vacation, so as to temporarily suspend listings on the web site. Checking your account for orders and updates Booksellers are expected to login to their Biblio account to check for new orders and to update the status of aging orders. Although Biblio will send an automatic notification email for new orders, non-receipt of these notifications does not constitute an acceptable reason for not processing an order in a timely fashion. If orders are not processed by the Biblio.com Bookseller within 3 business days, then these orders may be subject to cancellation. Your Inventory ListingsMaintaining your listings Biblio.com Booksellers are required in most cases to actively maintain an inventory of at least 200 titles. Biblio.com currently allows sellers to list books, ephemera, magazines, and books on CD. Other media, such as music or movies should not be listed for sale on Biblio.com. If we find such items listed under your account, we will ask that they be removed by the Bookseller. If these items are not removed in a reasonable time frame, Biblio.com will remove the listings from our site. Uploading Inventory Booksellers are encouraged to upload changes, adds, and deletes to their inventory on a daily basis so as to keep inventory current, and reduce the chances of having to reject an order. This policy is not required, but highly recommended because rejected orders can cause a Bookseller's fulfillment to suffer, (see 'Your Order Fulfillment' below.) Shipping Policies and ProceduresShipping Rates Biblio.com allows Booksellers to set and maintain their own shipping rates through a customized Shipping Matrix. Biblio.com requires that booksellers maintain reasonable and complete shipping rates to all countries that the bookseller intends to ship product to. Biblio.com may revise, or request changes to shipping rates on your account, for any reason if the rates listed are out of the ordinary in any way. Packaging Your Biblio.com Order Biblio.com requests that you pack orders for shipping in a manner that will maintain the described condition at the point of sale. Below are a few suggested guidelines for packaging book orders safely: First, wrap each book separately, using sturdy brown wrapping paper, tissue paper, bubble wrap, waxed paper, and similar. Newspapers are ok if the book has a plastic cover, but newspapers are very acidic and not suitable for valuable books. If shipping more than one book in a carton, make sure they are not able to move around and chafe other books. For less valuable books with a plastic cover, crumpled newspaper is a popular buffer, and cheaper than foam pellets. If possible, make sure box is larger than the books so books do not touch. If shipping in a padded envelope, take extra precautions, such as cardboard backing. If shipping in re-used boxes not commercially available, use liquor boxes: never boxes from any place where food or insect eggs might be cached. Protect shipping labels against accident by covering the addresses with clear tape. In short, if a book is easy to unwrap, it's not been well wrapped. Shipping Your Biblio.com Order Once you have received an order through Biblio.com, you will receive an email notifying you of the presence of this order information in the bookseller menu at Biblio.com. Once you have received payment, login to your bookseller account and click on the order notification and then proceed with the following steps: 1.Print a copy of the Biblio.com packing slip. 2.Cut the top of the packing slip and tape this to the outside of the box as it is the mailing label. 3.The remainder of the packing slip should be placed inside the box as a record of what is packed in the box. 4.Please be sure that the item on the packing slip matches the item that is in the box. Orders are often mixed up when shipping multiple items to customers. 5.Please ship the order no later than 3 business days after receiving it. Mark the order 'Rejected', 'Shipped', or otherwise within 3 business days. If an order is not marked as shipped within 3 business days, it is subject to cancellation. 6.Marking an order in the Biblio.com system automatically sends a notification to the customer that the order has been processed and prepared for shipment. It is very important that you mark all orders that are in your Biblio.com account. Leaving open orders under your account will result in those orders being cancelled, and repeated cancellations may lead to the suspension of your account. Your Order FulfillmentGeneral Fulfillment Requirements Biblio.com requires that Booksellers maintain a modest order fulfillment rating to list inventory on our site. This policy insures that our customers are getting the best possible service from our member bookstores. Bookseller Fulfillment Rewards Biblio.com provides many services for our Booksellers. One of our primary focuses is to assist Booksellers to fulfill their orders in as rapid a fashion as possibly, while maintaining the integrity of the order. To this end, Biblio maintains a program to reward our booksellers who maintain excellent fulfillment rates, by reducing their Bookseller fees through discounts. Booksellers who maintain a fulfillment rate of greater than 90% will receive varying discounts off of their already low Bookseller fees. Order fulfillment is calculated by the number of orders you fill divided by the number of orders you receive in the prior 90 days. Orders canceled by the customer and those newly arrived or pending payment arrival are not counted. (Please see the fulfillment rewards section of our Bookseller sign-up area at: http://www.biblio.com/selling_books/) Fulfillment Requirements Booksellers must make every effort to maintain a fulfillment rating of at least 85% of total orders received. If this expectation is not met, then it will be at the discretion of Biblio.com to review the Bookseller's account for possible suspension, or inactivation. Returns/RefundsMandatory Return/Refund Policy As stated in the Biblio.com Bookseller Agreement, all booksellers must maintain a reasonable return policy by which a customer may return a product within a specified period of time. If a bookseller refuses to accept returns, then this bookseller will not be allowed to sell on Biblio.com Refunds Biblio.com requires that bookseller refund policies state clearly that the item value will be refunded upon return of the merchandise to the shipper. Shipping charges for the shipment can be retained by the bookseller if the book was accurately described at the point of sale, but a refund of at least the product price must be returned to the customer upon receipt of the returned merchandise. Biblio.com Credit Card Processing Refunds If Biblio.com processes the payment for an order, and a refund is to be processed, the bookseller must contact Biblio.com's billing department by emailing billing@biblio.com, and making a request for a refund to be processed for the customer. Biblio.com Commissions and Fees Please visit the following link to find out more about our Booksellers Commissions and Fees: http://www.biblio.com/pages/billing_options.html Credit Card Chargebacks on Biblio.com In the event that a customer is dissatisfied with the outcome of an order, they can issue a chargeback through their credit card company, which in effect, reverses the credit card charge. Once a chargeback has been issued, the burden of proof lies with you to demonstrate that the order was properly filled and that the charge was warranted. Most chargebacks can be avoided by promptly responding to customer questions or requests for additional information from Biblio.com support staff. Addressing your customer's concerns proactively will avoid disputes of this nature, saving you time and money. If Biblio.com processes credit card transactions for you, then we will receive notifications of any chargebacks that have been issued. We will attempt to resolve these on your behalf, but if they cannot be successfully reversed, then we will debit your account for the amount of the chargeback plus a $15 chargeback fee. Generally, signed proof of delivery will be required to successfully reverse a chargeback. Chargebacks resulting from fraudulent transactions will be handled by Biblio, and you will not be debited for these transactions. Payments from Biblio.com Biblio.com pays a Bookseller funds collected on behalf of the bookseller for Credit Card Processing services by the following methods: Check (International booksellers should be aware of possible check handling fees from their banking institutions) Direct Deposit (International booksellers must be able to accept USD deposits) PayPal Payments -- FOR INTERNATIONAL BOOKSELLERS ONLY Payments Due To Biblio.com Payments due to Biblio.com are due on receipt, and should be paid by the Bookseller as soon as received. Biblio.com will let small balances due carry over into the next period if the total amount due is less than $5 USD. Biblio.com would prefer that you pay all balances when due, but we will allow smaller balances to carry over in this manner. Please do not let balances that do not change exceed more than 90 days of payment due status. Overdue Payments If your account has at minimum $6 overdue for more 60 days, you will be notified, and your account will be temporarily suspended until payment is remitted in full, to Biblio.com. Payment Types Accepted Biblio.com can accept any of the following methods for payment remitted for balances due on Bookseller accounts: Credit Card -- Visa, MasterCard, American Express, Discover Card Check or Money Order PayPal Payments MisuseListings If at any time Biblio.com recognizes the misuse of listing data on Biblio.com the listing and owner of the listings will be removed from the web site immediately. These types of misuse can include: Copied item descriptions belonging to another bookseller Copied inventory used to create a dummy store reselling another Bookseller's products Counterfeit, stolen, illegal or fraudulent listings or listing information Listings that are obscene or contain pornography Any defamatory or trade libelous, unlawfully threatening or harassing content Any listings or listing information that might infringe any third party's copyright or other proprietary rights Orders Biblio.com strictly prohibits the misuse of the listing service and order process located at www.biblio.com. Some examples of misuse of the order process can include: Creating false orders to perpetuate credit card fraud Canceling Biblio.com orders, and reprocessing the order outside of the Biblio.com system to avoid paying commissions on the sale Encouraging customers to cancel their orders so that they can then process the order directly offline, and out of the Biblio.com order process. General Biblio.com maintains a general misuse policy to prevent fraudulent and illegal activity from occurring on the Biblio.com web site. If any of the above instances occur, they can lead to the immediate suspension of a Bookseller's account, the removal of all listings for that bookseller, and a requirement of at least 1 year waiting period before said bookseller can re-apply for an account with Biblio.com. Privacy Biblio.com maintains a comprehensive privacy policy that can be found at: http://www.biblio.com/privacy.php |
