We Have Updated Our Marketplace Sales & Transaction Policy
The goal of this update is to set our users up for success by spelling out what is required when placing an order, creating seller terms, and handling order disputes.
The updated policy is effective as of today. However, we are allowing Discogs Sellers until the end of March to make sure they are in compliance. The policy updates reflect the best practices utilized by most successful users of the Marketplace. So most likely, as a Marketplace user, you are already meeting these guidelines. With the exception of one rule we have removed from the policy, the only differences you will notice are that we have officially identified and stated what exactly is expected of Marketplace users involved in sales transactions.
Below is an explanation of what has been updated. To read the complete Sales & Transaction policy, click here. If you have any questions or feedback related to the updated Sales & Transaction policy, please post in this forum thread which will be moderated by Discogs Staff.
Sales & Transaction Policy Updates:
We are no longer prohibiting Sellers from setting a minimum order requirement
This means that sellers can now refuse to accept orders below a stated value or volume as long as they have clearly stated this requirement in their Seller Terms. Our hope is that this will encourage sellers to list more lower priced items for sale, and prevent sellers from losing time and money from processing low value orders.
We are encouraging Buyers and Sellers to use a protected payment method
We will also explain the risk involved when using a method that does not provide users a way to seek a refund or return of merchandise. We understand that in many regions, an unprotected payment method, such as bank transfer, is preferred because there are few or no associated fees. This is why we will continue to allow Buyers and Sellers to use this method of payment. We just want users to know that if there is a problem with their order and they used an unprotected payment method, the support we can provide is limited.
We are reminding Buyers and Sellers that they are required to obey all rules set by their payment provider.
This means that if you are involved in an order dispute, Discogs will expect you to follow the requirements of the provider that processed the payment. Examples of payment providers include PayPal, Discogs Payments, credit card providers and banking institutions.
We are reminding users to notify the other party of any problems with their orders before leaving feedback.
In addition, we are asking users to allow the other party four days to respond and resolve the issue before feedback is left. This prevents problems that can be easily solved from becoming more complicated. We are hoping this will also prevent instances where our feedback reviewers are required to remove otherwise valid feedback because the user did not notify the other party first.
We are highlighting the importance of providing the correct address when placing an order in the Marketplace.
Since payment providers, such as PayPal, will only provide Seller protection if the order is shipped to the address listed with the Buyer’s payment provider, Sellers may cancel an order if the Buyer’s shipping information listed in Discogs does not match what is listed with their payment provider. If a Seller cancels an order for this reason, they may request Discogs to remove order feedback.
We are listing what type of information must be included in Seller Terms.
- How much shipping will cost for each region the Seller agrees to ship to.
- How many days it takes to ship an order once payment is received.
- Any regions the Seller refuses to ship to.
- The cost of any shipping add-ons such as tracked, signed for, insured delivery.
- Any required shipping add-ons for items exceeding a certain price.
- Any requirement for a minimum order amount or value.
- Any regional sales tax the Seller is required to collect by law.
- Information about returning and refunding items.
We are outlining order management requirements for Sellers.
Once an order is received, the Seller will update the order as follows:
- Seller will add the shipping charge and update the order status to “Invoice Sent” within four days of when the order is placed.
- Seller will update the order status to “Payment Received” within four days of when valid payment is sent.
- After payment has been received, the Seller will ship the order and update the order status to “Shipped” within the timeframe stated in their Seller Terms.
Of course, these requirements may be extended if the order page indicates that the Buyer and Seller mutually agree to do this.
We are providing clearer guidelines for what Buyers should do if there is a problem with their order.
In most cases, problems with orders can be resolved by either contacting the Seller or the payment provider. If as a Buyer, you are unhappy with your purchase, we ask you to do the following no later than 60 days after the order has shipped:
- Before leaving feedback, use the order page to notify the Seller, then allow the Seller four days to respond with a proposed solution.
- If you and the Seller cannot agree on a solution, open a dispute with your payment provider.
- If the Seller does not respond in four days, use the Seller Not Responding feature to send a notification to the Seller.
- If the Seller is suspended because they did not respond to a Seller Not Responding notification, you should open a dispute with your payment provider.
- If the Seller responds, but does not provide a mutually agreeable solution, you should open a dispute with your payment provider.
Thanks for taking the time to read through these updates! Just a reminder, if you have any questions or feedback related to the updated Sales & Transaction policy, please post in this forum thread which will be moderated by Discogs Staff.