New Shipping Timelines & Late Fees Start April 1
Plus, how you can improve shopping on OpenSky.
Ship times and packaging can leave lasting impressions on shoppers—both good and bad.
They can build trust and give visitors the confidence to buy again and again, or they can prevent shoppers from making another purchase, no matter how amazing your products are.
As we’ve mentioned in past newsletters, we’re continually working to ensure shoppers always have good experiences and keep frequenting the site and buying from you. To continue our efforts, we’re updating our Merchant Quality of Service Agreements.
Changes take effect April 1, 2016, and one will require you to ship products sooner. Failing to do so will cost you—literally. Read details below and see how you can help improve the OpenSky shopping experience even more.
The Biggest Changes & Their New Fees
The 2 biggest updates to our Merchant Quality of Service Agreements have to do with fulfillment and they have new associated fees.
Change 1. We’ll reduce the number of potential shipping-related violations, but you’ll have to ship orders faster. Starting April 1, tracking info for your shipments must show a carrier pickup within 2 business days of the order placement date and delivery within 10 business days of order placement.
If a package doesn’t show movement within 2 business days, you’ll face a $5 fee. If it doesn’t show delivery within 10 business days, you could pay another $5. We’ll apply that fee at our discretion and encourage you to contact us if you worry you’ll be fined once these changes take effect. Please note that we’ll use the fees collected to offer shopper incentives to encourage visitors to buy from you again.
These updates will align our ship times with the timelines other marketplaces have in place and shopper expectations.
Of course, we don’t want you to incur these fees, so be sure to process and ship your orders ASAP. You may even want to look at your shoppers’ locations and compare them with your own to see if you need to process some orders before others to ensure they meet the 10-day delivery timeline.
Change 2: We’ll simplify the penalties for merchant-initiated cancellations and will charge a $10 fee per occurrence. Every merchant has a responsibility to shoppers to ensure their listings are accurate. There’s nothing worse than having shoppers purchase items only to hear after the purchase that the product they thought was available was in fact out of stock.
To avoid fees, be sure to keep your inventory up to date. And if you ever find yourself needing to cancel an order for any reason, especially if it’s one that’s out of your control (for instance, if you sell custom jewelry and need additional information from a shopper to fulfill an order), please contact us.
We’ll do everything we can to assist you and help you avoid penalties.
Change 3: We’ll remove the section of the agreements called “Failure to apprise OpenSky of inventory changes.” It stated that you could face a $100 fee if you didn’t keep us posted of inventory changes within 15 days. However, the changes to merchant-initiated cancellations should take care of this issue, so we’ll no longer need that section.
Change 4: We’ll add clear packaging requirements, so shoppers receive their products in good condition and see the OpenSky name and our contact information in case they need assistance once they receive their purchases. Nothing ruins a shopper’s experience more than seeing the product they fell in love with arrive in pieces.
See full details on the updates to our Merchant Quality of Service Agreements.
Make OpenSky Even More Appealing
We’re confident these changes will help improve the shopping experience on OpenSky and will encourage visitors to tour the site regularly.
But you can do a few other things, too, to improve the OpenSky shopping experience even more, including:
- Making sure products arrive undamaged and in working condition
- Checking all your orders to ensure they’re complete before shipping them
- Double-checking that the right products are included in the right packages
- Shipping out products that match the product photos and descriptions you provided
From Auctiva EDU & The OpenSky Merchant Blog
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