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Code of Conduct

Biblio.com Booksellers are expected to participate in a professional code of conduct on Biblio.com. All Biblio.com Booksellers shall be responsible for maintaining mutual trust and respect between booksellers and customers, and shall carry out business according to the jurisdiction laws in which they are located. Biblio.com Booksellers shall use fairness, integrity and courtesy with other booksellers and customers in all business and communication conducted through Biblio.com.

Biblio.com Bookseller Policies and Procedures

The following information is outlined to inform Biblio.com Booksellers about the basic policies and procedures required to operate a Biblio.com 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 Maintenance

Your account information
Maintain current contact information for your Biblio.com Bookseller account so that Biblio.com can contact you regarding order notifications, system updates, monthly newsletters, 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 Biblio.com Bookseller account in suspended status until this information has been appropriately updated.

Booksellers will provide and keep current the following contact information:
  • Name
  • E-Mail Address
  • Website Address (as applicable)
  • Postal mailing address (PO Box or street address)
  • Telephone number


Valid E-mail address
All communications from Biblio.com, including order alerts, billing notifications, monthly newsletters, and password reminders, are sent to you via email. Biblio.com requires the use of a valid email address that you will actively monitor. Note: Many Biblio.com Booksellers utilize Spam management software. Please make sure to add Biblio.com to your accepted incoming mail list.

Customer Support
Biblio.com Booksellers are required to reply to customer book and order inquiries within 2 business days.

Biblio.com assures web site visitors that their information will always remain private. Biblio.com Booksellers are not to add customers', or prospective customers' names to any email list without the express permission of the customer.

Putting your account on Vacation
If a Biblio.com Bookseller is going on vacation, taking an extended break from bookselling, or for any other reason cannot fulfill orders received through Biblio.com, they are required to place their account on vacation, so as to temporarily suspend listings on the web site.

Checking your account for orders and updates
Biblio.com 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. Biblio.com recommends checking for new orders in the bookseller menu every two days.

Your Inventory Listings



What You May Sell
Biblio.com allows sellers to list print and audio books, ephemera, magazines. Other media, such as music or movies should not be listed for sale on Biblio.com. If we find such items listed in the account, we will ask that they be removed. If these items are not removed in a reasonable time, Biblio.com may suspend the account until the bookseller is able to update their inventory.

Uploading Inventory
Biblio.com Booksellers are encouraged to upload changes, adds, and deletes to their inventory on a daily basis. Keeping inventory current reduces the chance of having to reject an order. Rejected orders can cause a Biblio.com Bookseller's fulfillment to suffer (see 'Your Order Fulfillment' below).

Inventory Descriptions
Booksellers should be familiar with general terms of the book trade, and apply these terms correctly in their business. Booksellers are responsible for accurately describing all materials offered for sale on Biblio.com.

As professional booksellers, Biblio.com Booksellers are expected to throughly inspect all items offered for sale, and provide an accurate condition description for each item. Any defects, blemishes, or other characteristics which reduce a book's quality from 'As New' or 'Fine' must be included in the condition description. In the case that an item does not match its description at the time of a sale, the bookseller should contact the customer before shipping the item.

Biblio.com Booksellers will make every reasonable effort to ascertain and confirm the authenticity of all items for sale. Biblio.com expects all Biblio.com Booksellers to unconditionally guarantee the authenticity of all materials offered for sale, and requires that booksellers immediately make corrections to any errors regarding any representations of these materials.

Biblio.com Booksellers will not knowingly purchase or sell stolen materials, and will cooperate with authorities regarding the recovery of stolen items. Booksellers will not violate any trademark or copyright laws.

Shipping Policies and Procedures



Shipping Rates
Biblio.com allows Biblio.com 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, without advanced notice, 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.

Shipping Your Biblio.com Order
When you receive an order through Biblio.com, we will send an email with a link to the order detail in the bookseller menu.

Proceed with the following steps:
  1. Check the payment type for the order.

    • If you are processing payment, first collect the customer's credit card information, or ensure that PayPal or Check payment has been received.
    • If PayPal or Check payment has not yet been received, the order can be marked as "Payment Pending" for up to two weeks from the order date.
    • If Biblio is processing payment, the order is ready to ship.

  2. Print a copy of the Biblio.com packing slip.

  3. Cut the top of the packing slip and tape this to the outside of the box as it is the mailing label.

  4. The remainder of the packing slip should be placed inside the box as a record of what is packed in the box.

  5. 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.

  6. Orders must be shipped no later than 3 business days after they are placed. 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 automatic cancellation.

  7. 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.

Biblio.com Booksellers are responsible for packing and shipping materials, ad for packing all materials in such a way as to secure or protect the item in transit. Booksellers will be responsible for any damage to, or loss of, materials in transit. Responsibility of materials in transit remains with the bookseller until items are delivered to the purchaser.

Booksellers are required to contact the customer for consent for additional shipping charges when necessary prior to shipping.

You acknowledge that you are responsible for the security of any customer payment account information (including, without limitation, credit card information) and related data and information (collectively, "Customer Account Information") in your possession (whether provided to you by Biblio or any customer or third party) and that such Customer Account Information is, and shall remain, the property of the customer or the third party provider of such information. You shall not have any right, title or interest in the Customer Account Information (except pursuant hereto); use the Customer Account Information for any purpose other than:
  • assisting customers, banks or Biblio in completing transactions via the Website
  • supporting a loyalty or rewards program
  • conducting a fraud control service
  • as specifically required by law or provide the Customer Account Information to any third party other than in connection with the foregoing or as required by law.

Booksellers who request to process cusotmer credit card payments directly must comply to security standards, as described in PCI Compliance Guidelines, available at https://www.pcisecuritystandards.org/pdfs/pci_dss_v1-1.pdf

Booksellers who request to process customer credit card payments directly must provide Biblio.com with the following details:
  • Merchant account bank name
  • Merchant account bank phone number
  • Merchant account number
  • Name under which charges will appear on a customer's credit card statement

Biblio.com may, at its discretion, assume or deny customer payment processing responsibilities for any bookseller deemed in violation of standards regarding privacy, security or payment policies.

Your Order Fulfillment



General Fulfillment Requirements
Biblio.com requires that Biblio.com Booksellers maintain a reasonable order fulfillment rating to list on our site. This policy insures that our customers are getting the best possible service from our Biblio.com bookstores.

Bookseller Fulfillment Rewards
Biblio.com provides many services for our Biblio.com Booksellers. We are committed to assisting Booksellers in fulfilling their orders to ensure customer satisfaction. To this end, Biblio.com maintains a program to reward our booksellers who maintain excellent fulfillment rates, by reducing their Biblio.com Booksellers 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 Biblio.com Bookseller sign-up area at: http://www.biblio.com/pages/billing_options.html)

Fulfillment Requirements
Biblio.com 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 Biblio.com Bookseller's account for possible suspension, or inactivation.

Returns/Refunds



Minimum Refund Policy

Biblio.com customers may return a book for a refund and/or exchange (if a copy is available from the bookseller) within the following terms and conditions:

  • Lost in Transit/Book Did Not Arrive: If the order does not arrive within 30 days of the estimated delivery date, the customer is eligible for a full refund of the purchase price, including shipping costs. The customer must contact Biblio.com and the bookseller within 30 days of the estimated delivery date to initiate a refund for an order lost in transit.
  • Incomplete or Incorrect Address Provided by Customer/Unclaimed/Returned to Sender/Etc.: If the book is returned to the bookseller for one of the above reasons, or a similar reason, the refund price will include the book price only. The customer must contact Biblio.com and/or the seller within 30 days of the estimated delivery date to initiate this refund.
  • Incorrect Book/Not as Described/Damaged Before or In Transit: The customer is eligible to receive a full refund of the purchase price, including shipping costs, if your return is a result of an error on the bookseller's part. Refunds on return shipping costs are at the discretion of the participating bookseller. To receive a refund, the customer must send the item directly to the bookseller within 30 days of the estimated delivery date and in the same condition in which it was received.
  • Changed Their Mind/Ordered the Wrong Title:Individual booksellers' policies may vary slightly, but the customer may send the book(s) to the bookseller within 7 days of the estimated delivery date to receive a refund of the book price only.
These are the minimum return and refund policies. We know that many booksellers have very liberal return policies stated in their Terms of Sale. Booksellers are welcome to provide any additional guarantees. If your Terms of Sale differ significantly with any of the above, we ask that you revisit your Terms of Sale on Biblio.com and adjust accordingly.

If a bookseller refuses to accept returns, then this bookseller will not be allowed to sell on Biblio.com

Biblio.com does not permit a restocking fee.

Biblio.com Credit Card Processing Refunds
If Biblio.com processes the credit card transactions and a refund is required, refund requests should be made using the "Issue full or partial refund to customer" button on the order details screen in the bookseller menu.

Biblio will refund the customer and debit the bookseller's account if we are unable to contact the bookseller on the customer's behalf.

Biblio.com Commissions and Fees
Please visit the following link to find out more about our booksellers commissions and fees:http://www.biblio.com/selling_books/rates_fees.php?cxt=sellbooks

Credit Card Chargebacks on Biblio.com
In the event that a customer has a dispute regarding an order, they can issue a chargeback through their credit card company. In effect, this reverses the credit card charge. Once a chargeback has been issued, the burden of proof lies with the bookseller 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 the bank fee associated with the chargeback, currently USD $15. Generally, signed proof of delivery will be required by the credit card company 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 to and 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 -- Biblio currently offers US Dollar deposits to US bank accounts or UK Pound deposits to UK bank accounts.
  • PayPal Payments -- For Non-U.S. 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. Please do not let balances that do not change exceed more than 90 days of payment due status.

Overdue Payments
If your account has more than $5 USD overdue for more 60 days, you will be notified, and your account may 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 Biblio Bookseller accounts: Visa, MasterCard, American Express, Discover Card, Check,Money Order or PayPal Payments.

Misuse



Listings
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 Biblio Booksellers 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, trademark, 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 Biblio.com 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.

Email
Customer email addresses and other personal information are to be used only for purposes of communicating regarding a specific order. Customer contact information can not be used for purposes of marketing or mailing lists, and may not be shared with a third party without the express prior consent of the customer. Biblio reserves the right to restrict access to customer contact information or suspend a bookseller's account if they are found in violation of there terms.

Privacy
Biblio.com maintains a comprehensive privacy policy that can be found at: http://www.biblio.com/privacy.php
from Parcs et Jardins by Victor Petit