Selling Practices Policy

To ensure our sellers provide a great service, and meet all reasonable buyer expectations, we advise sellers to adhere to the following:

• Provide accurate and consistent details about your items and listings, and be specific about the condition of both the items and the terms under which you are selling the item/s
• Charging reasonable postage and handling costs, and ensure you do not overcharge buyers for the delivery
• Specifying your handling time and return policy in your listing
• Answer all questions from buyers promptly
• Making sure the item is delivered to the buyer as described in your listing

Postage service

Buyers expect their items to be delivered on time, especially when they pay additional fees for express postage services. Ensure you provide buyers only with postage options that you have reviewed and can confirm are in line with the delivery times as per your listing. If you provide an express delivery option, ensure the delivery is made in time and not sent via an alternate / slower method unless agreed to by the buyer.

Postage and handling charges

Make sure you clearly specify postage charges and related service charges in your listings. You are only entitled to charge the actual postage, handling and delivery costs incurred in shipping the items to the buyer. If you?ve specified free postage or delivery, no other fees related to postage, handling or packaging can be charged.

You're not allowed to change the postage method to a method that is slower than the slowest one indicated in the listing, unless the buyer agrees to the change.

We provide a shoppingtown.info tool to calculate postage rates for different areas. This tool is an estimate only, and as the Australian Post Office (APO) will decide on the final fee as charged by weight and volume, it remains the seller?s responsibility, to confirm the charge from the APO and only charge accordingly. If there is any shortfall, the seller must remit same to shoppingtown.info. Exemptions to this policy may apply if you are excluding regions to comply with the law.

Postage and handling time

Ensure you set out the dispatch and estimated receipt / delivery times clearly in your listings, and that you adhere to these times once the transaction has been affirmed. As per various of our policies, it is the seller?s responsibility to update details for the tracking of a shipped item, and we advise you use tracking, delivery or signature confirmation. Using delivery confirmation can help protect you if a buyer claims an item wasn't received.

Note: We require proof of signature to confirm delivery for items with a total cost of $700 or more. Having signature confirmation can help protect you if a buyer reports that they didn't receive an item.

Sellers are not allowed to hold shipment until the funds are released

In certain categories we may require tracking information, specific or maximum handling times, or both. This is to enhance the buying experience and to meet industry standards for some items.

We'll automatically remove low detailed seller ratings for postage time if you offer same business day or one business day handling and upload valid postage tracking information within one business day of receiving cleared payment.

Tracking

Sellers on shoppingtown.info are required to provide regular updates on the delivery and tracking details of items they have sold and / or shipped.

The details that are provided must include the delivery company name, the URL from the delivery company used to trace the items and the tracking code.

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 delivery process, and can be critical in cases where the buyer claims they didn't receive an item.

To adhere with shipping requirements, as well as tax laws, it is important that you ship items from the area as set out in the listing. You are not allowed to ship items from inaccurate item location descriptions.

Item description

You must ensure all listings are accurate and reflect the actual item, as well as the state of the item, at the time of listing or sale. Include descriptions of any defects or flaws, as this may impact both refunds or your compliance with consumer protection laws

Communication

Meeting or exceeding buyers' expectations can help you improve your performance on shoppingtown.info, and regular updates go a long way to this end.

Try to respond promptly to any questions during the buying process, as well as after the item has been purchased, and ensure all correspondence is professional

Returns

You aren't required to accept returns, but if you do, you must honour your stated return policy. Unless returns or refunds are required by law, returns must adhere to our Returns policy and be acceptable to both parties.

Refunds by law

In Australia, consumers have a legal right to obtain a refund from a business for goods purchased if the goods are faulty, not fit for purpose or don't match the description. Learn more about rules about Repair, Replace and Refund, set up by ACCC, Australian Competition & Comsumer Commission.

You're not allowed to include information in your listing or return policy which may mislead buyers about their rights. You must advise buyers that they may have rights under the Australian Consumer Law, and you are not allowed to opt out or otherwise indicate in your listing that you provide terms less favourable that required by law.