Selling Policies and Seller Code of Conduct
All sellers are expected to adhere to the following policies when listing products on Abanista. Seller offenses and prohibited content can result in suspension of your Abanista account.
Seller code of conduct
Abanista enables you to reach hundreds of millions of customers. We strive to ensure a fair and trustworthy buyer and seller experience. At Abanista, we expect you to adhere to the code of conduct principles outlined below. Violation of the code of conduct principles may result in the loss of your selling privileges and removal from Abanista Marketplace.
Seller Code of Conduct Principles
Adhere to all applicable laws and abide by all Abanista policies.
Maintain current account information.
Never misrepresent yourself.
Always act in a manner that ensures a trustworthy experience for Abanista customers.
Never list products that may cause harm to Abanista customers.
Never engage in any misleading, inappropriate or offensive behavior. This applies to all your activities, including but not limited to:
Information provided on your account
Information provided in listings, content or images.
Communication between you and Abanista or you and our customers
Act fairly at all times. Unfair behavior includes but is not limited to the following:
Behavior that could be deemed as manipulation or “gaming” of any part of the buying or selling experience
Actions that could be perceived as manipulating customer reviews, including by directly or indirectly contributing false, misleading or inauthentic content.
Activities that could be perceived as attempting to manipulate Abanista’s search results or sales rankings
Actions that intentionally damage another seller, their listings or their ratings
Sellers Answering Customer Questions
Why am I receiving customer questions?
A customer recently asked a question about one of your products. To ensure that our shoppers have information to make an informed buying decision, we route these questions to people who we think may be best able to answer . When we believe that the question would be best answered by the product’s seller, we will route the question to you. Your answer should help inform the customer.
Why should I answer?
People like to be informed before making purchase decisions. When you provide customers with answers, you help ensure their shopping experience is a great one by getting them the information they want. In addition to improving their shopping experience, getting a quick answer to a question makes customers more likely to buy than customers who did not get an answer. We display previous questions and answers about the product so future visitors can also benefit from viewing your answers.
Do I have to answer?
No. While we encourage our sellers to provide world class customer support for all the products they sell on our platform, you are not obligated to participate in this feature. Your participation and responses do not affect your seller ratings or other metrics. If you do not know the answer to the question, we ask that you refrain from responding. Content that does not answer the question will be removed from the website.
How do I turn off email notifications?
If you decide that you no longer want to receive question notifications, you can always unsubscribe by clicking on the opt-out link at the bottom of the email.
Do you expose my email address or other contact information to the customer?
We do not give your email address to Abanista customers when you respond to customer questions.
How should I answer?
We want customers to get the information they need to make an informed buying decision, and we’d love your help doing that. Seller answers are most effective when they follow these guidelines:
Be informative: Directly answer the customer’s question by providing information about the product or purchasing process. Remember that answers are shown publicly and also help other customers make informed buying decisions.
Be specific: Your answer should be tailored to the question. It is more helpful to personalize the answer to the experience of the asking customer and answer specific concerns than to provide a boilerplate response.
Be respectful: Sincerely attempt to help the asking customer or other customers reading the answer.
What’s not allowed?
Abanista is pleased to provide this feature for you to share your knowledge and expertise as the seller of the product. To retain this privilege, all we ask is that you follow a few simple guidelines.
What not to include:
Responses that do not contain an answer. If you receive a question that you are unable to accurately answer, simply ignore the question.
Boilerplate responses on multiple questions. It is more helpful to tailor your answer to each question.
Links to any website, including your own, for promotional or malicious purposes. Website links to better explain answers, such as directing the customer to supporting pictures or owners’ manuals, are allowed only when clarifying an answer.
Ongoing support dialogues. You should either attempt to answer the question with best intent or not answer at all.
Content that impersonates any other person or entity. Answer only as a representative of your store.
Seller logos if they contain or display a link to the seller’s website.
Any marketing message or promotion. Any promotion for additional products or referral to third-party products or promotions.
Profanity, obscenities, or spiteful remarks.
Insults of other groups or individuals.
Personal information including phone numbers, e-mail addresses, or physical addresses.
Commercial content such as advertising, promotions, or solicitations.
Content that infringes the intellectual property rights or other proprietary rights of others, including copyright, trademark, patent, or trade secrets.
Content that would violate or facilitate the violation of any applicable law or your seller agreement.
We review each seller answer to ensure it meets the standards above. If an answer violates any of these guidelines, it will be removed from the website. We may stop sending you questions from customers if you repeatedly violate our guidelines, which are subject to change.
Whom should I contact for questions or feedback?
If you have feedback or additional questions, please send an email to [email protected] You can also reference the Customer Questions and Answers FAQ.
Prohibited seller activities and actions
These prohibited seller activities and actions are established to maintain a selling program that is safe for buyers and fair for sellers of both products and services. Failure to comply with the terms of this policy can result in cancellation of listings, suspension from use of Abanista tools and reports, and the removal of selling privileges. In addition, we do not pay sellers until we are confident that customers have received the products they ordered, and if we determine that a seller account has been used to engage in fraud or other illegal activity, remittances and payments might be withheld or forfeited.
Note: This policy is in addition to, and in no way limits, your other obligations pursuant to your seller agreement or otherwise.
The following guidelines apply to sellers of both products and services.
Attempts to divert transactions or buyers: Any attempt to circumvent the established Abanista sales process or to divert Abanista users to another website or sales process is prohibited. Specifically, any advertisements, marketing messages (special offers) or “calls to action” that lead, prompt, or encourage Abanista users to leave the Abanista website are prohibited. This might include the use of emails, hyperlinks, URLs, or web addresses within any seller-generated confirmation email messages or any product/listing description fields.
Unauthorized and improper business names: Your business name (identifying your business entity on Abanista) must be a name that: accurately identifies you; is not misleading; and that you have the right to use (that is, the name cannot include the trademark of, or otherwise infringe on, any trademark or other intellectual property right of any person). Furthermore, you can’t use a business name that contains an email suffix such as .com, .net, .biz, and so on.
Inappropriate email communications: Unsolicited emails to Abanista customers (other than as necessary for order fulfillment and related customer service) and emails related to marketing communications of any kind are prohibited.
Appropriate treatment of customer phone numbers: Abanista provides access to customer phone numbers to professional sellers who fulfill their own orders, so that they can comply with carrier label requirements. If you receive this customer information, you are required to adhere to Abanista’s customer personal information policy, which can be found in our Seller Agreement.
Please review the policy and the guidance below to make sure that you are using customers’ phone numbers correctly.
Proper treatment of customer phone numbers:
Print on labels to comply with carrier requirements.
Dispose of any customer phone number data that you retain after you have processed the customer’s orders.
Monitor who in your organization has access to customer phone numbers, protecting this data is your responsibility.
Improper treatment of customer phone numbers:
Never contact a customer using their phone number. To contact a customer about their order, only use Buyer-Seller Messaging.
Never share customer phone information with an external party.
Never pass along customer information of any kind, including phone numbers outside of Buyer-Seller Messaging.
Direct email addresses:
Buyers and sellers might communicate with one another via the Buyer-Seller Messaging Service.
Multiple seller accounts:
Operating and maintaining multiple Seller Central accounts is prohibited. If you have a legitimate business need for a second account, you can apply for an exception to this policy. In your request, please provide an explanation of the legitimate business need for a second account. To be considered for an approval:
You must have a separate bank account for each Seller Central account. We will not approve multiple Seller Central accounts that use the same bank account. Each account must have a separate email address. The products and services sold in each account must be different. Your Performance Metrics must be in good standing.
We will respond to your request within 2 to 3 business days. Failure to comply with these requirements might result in your account termination.
Misuse of the Abanista selling service:
If you upload excessive amounts of data repeatedly, or use the service in an excessive or unreasonable way, Abanista might in its sole discretion restrict or block your access to product feeds or any other function that is being misused until you stop its misuse.
Misuse of ratings, feedback, or reviews:
Any attempt to manipulate ratings, feedback, or reviews is prohibited.
Ratings and feedback: The ratings and feedback features allow buyers to evaluate the overall performance of a seller, which develops their reputation within the Abanista Marketplace. You cannot post abusive or inappropriate feedback, or include personal information about a transaction partner. This also includes posting ratings or feedback to your own account. You can request feedback from a buyer, however, you cannot pay or offer any incentive to a buyer for either providing or removing feedback.
Reviews: Reviews are important to the Abanista Marketplace, providing a forum for positive or negative feedback about product and service details and reviewer’s experiences. To ensure that reviews remain helpful, sellers must comply with our Community Guidelines. For example, you cannot offer compensation for a review, and you cannot review your own products or your competitor’s products. You can ask buyers to write a review in a neutral manner, but you cannot ask for positive reviews, ask for reviews only from buyers who had a positive experience, or ask a reviewer to change or remove their review.
Misuse of sales rank:
The best seller rank feature allows buyers to evaluate the popularity of a product. Any attempt to manipulate sales rank is prohibited. You cannot solicit or knowingly accept fake or fraudulent orders, including placing orders for your own products. You cannot provide compensation to buyers for purchasing your products or provide claim codes to buyers for the purpose of inflating sales rank. In addition, you cannot make claims regarding a product’s best seller rank in the product detail page information, including the title and description.
Misuse of Search and Browse:
When customers use Abanista’s search engine and browse structure, they expect to see relevant and accurate results. Any attempt to manipulate the Search and Browse experience is therefore prohibited. Prohibited behaviors include, but are not limited to:
Artificially simulating customer traffic (through Internet bots, paying for clicks on organic search results, etc.).
Providing misleading or irrelevant catalog information (title, bullet points, description, variations, keywords, etc.).
Adding product identifiers (brand names, product names, ASINs, and so on), even if they are your own, to hidden keyword attributes.
Misuse of Product Customization:
When buyers shop for customizable products on Abanista, they expect these products to be personalized, customized, or configured using the personal choices entered during the purchase process. Any attempt to manipulate custom functionality in a manner which circumvents existing Abanista policies, or misrepresents customized products is prohibited. Prohibited behaviors include, but are not limited to: using product customization features to circumvent existing category guidelines or policies, offering free gifts or promotions as a substitute for actual product customization, or as a means to restrict other Seller listings. Items utilizing custom must be able to be personalized, customized, or configured by the buyer.
Additional guidelines for sellers
The following guidelines apply to sellers of products:
Shipping BMVD Products: Books, Music, Video, and DVD products offered through Abanista must be shipped within 2 business days from the date the order confirmation is made available to you.
Post-transaction price manipulation and excessive shipping fees: Any attempt to increase the sales price of a product after a transaction is completed is prohibited. Additionally, sellers cannot set excessive order fulfillment and shipping costs. We monitor seller shipping prices and suspend the ship options with excessive shipping fees that violates our fair pricing policy. Abanista considers the current public carrier rates, reasonable handling charges, as well as buyer perception when determining whether a shipping price violates our fair pricing policy.
Matching product offerings inaccurately: When you list a product for sale using an existing product detail page, the product being offered must be listed on a product detail page that accurately describes the product in all respects, including (but not limited to) the following attributes: manufacturer, edition, binding, version, format, or player compatibility. Sellers cannot match their item to a detail page with a different ISBN, UPC, EAN, or other external identifier.
Duplicate product detail pages: Creating a product detail page for a product already in the Amazon catalog is prohibited.
Separate listings: Sellers cannot create separate listings for identical copies of the same product.
Additional guidelines for service providers
The following guidelines apply to service providers
Upselling: The service provider must perform the service as outlined in the scope of work on the service detail page on the date the service was purchased. The service provider might not solicit additional products, parts, or service orders before, during, or after the service call. If the buyer requests services, parts, or products outside of the defined scope of work, then the service provider might fulfill that request and charge the buyer directly.
Unapproved technicians: For in-house services, if you send a non-approved technician to fulfill a service order, your selling privileges can be removed.
You are also required to adhere to the Image Guidelines.