1.  Selling policies

Our policies are designed to help create a fair and safe trading experience for all smartcommerce users. As a seller, you're responsible for regularly reviewing and complying with smartcommerce's selling policies, and for meeting your obligations as set out in our User Agreement.

We recommend that you learn about smartcommerce's selling policies before you list an item. This helps you avoid accidentally breaking any rules. If you fail to follow the rules, to protect the integrity of our marketplace, we may take certain actions, such as removing your listings or products and limiting your buying and selling privileges. For more details, please see the individual policy guidelines below.

Selling practices policy

By keeping some basic selling practices in mind, you’ll be able to create a great experience for your buyers.

Our full selling practice guidelines below provide a range of tips for helping ensure you keep your buyers happy. They cover areas such as the item description, your terms and conditions, shipping and handling charges, delivery times, communication, returns, and photos.

Frequently Asked Questions

Why do I need to specify the location of the item in my listing?

Buyers like to know where the item is being shipped from as it helps to give them an idea of how much shipping will cost and how long it might take for the item to arrive. Having an inaccurate item location can cause confusion and lead to a poor experience for your buyer.

What should I include in my terms and conditions?

Be very clear and thorough about the terms of the transaction and include information about the forms of payment you accept any taxes or other applicable fees, shipping and handling, and your return policy. Being upfront and honest about these terms helps build trust and provides a positive buying experience for your customers.

Do I have to accept returns?

You don't have to accept returns, but we highly recommend you do – it might help you attract more buyers. If you do accept returns, make sure you specify the time period in which you accept returns, who pays for the return postage, and how the refund is issued.


2.  Seller protections

When you deliver on your service promises to create good buying experiences, we will protect you from abusive buying behavior and from events outside your control.

Frequently Asked Questions

How am I protected from abusive buyers?

If smartcommerce finds a buyer's behavior is abusive, we will take action on the buyer and remove negative and neutral feedback and defects, including opened cases in service metrics.

What if something happens that is outside of my control?

We will protect you by removing negative and neutral feedback and defects when things happen that are outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you shipped on time. 

Shill bidding policy

Shill bidding is when someone bids on an item to artificially increase its price, desirability, or search standing.

Shill bidding can happen regardless of whether the bidder knows the seller. However, when someone bidding on an item knows the seller, they might have information about the seller's item that other shoppers aren't aware of. This could create an unfair advantage, or cause another bidder to pay more than they should. We want to maintain a fair marketplace for all our users, and as such, shill bidding is prohibited on smartcommerce. For more details on what constitutes shill bidding, please see our full policy guidelines below.

Frequently Asked Questions

Can I use Buy It Now to buy items from people I know?

Yes, you can use Buy It Now to purchase an item from a seller you know.

Can my employees bid on my listings?

No, your employees can’t bid on your items, and you’re not allowed to bid on theirs. Sellers with employees should make sure their workers are also aware of this policy. 

How do I report shill bidding?

If you think that another member is shill bidding, you don't need to report it to us. smartcommerce has a number of systems in place to detect and monitor bidding patterns and practices. If we identify any malicious behavior, we'll take steps to prevent it.


3.  smartcommerce fee avoidance policy

Avoiding smartcommerce fees is not allowed, whether intentional or not. Sellers attempting to avoid smartcommerce fees create risk for themselves, and a poor experience for buyers.

Examples of avoiding fees includes making offers to buy or sell outside of smartcommerce, requiring the buyer to make additional purchases, or charging excessive shipping fees.

What is the policy?

Sellers are prohibited from activities that avoid smartcommerce fees, intentionally or not. This includes:

Making offers to buy or sell outside of smartcommerce

Linking or promoting sites, items, or catalogs that can be used to order items outside of smartcommerce

Requiring a buyer to make additional purchases or to agree to terms outside of the listing

Canceling bids or ending a listing early because the desired price has not been met

Charging excessive shipping and additional fees not already included in the price of the item, or passing seller fees on to the buyer

Changing a listing duration more than 2 hours after submitting the listing

Misusing the reserve price feature in a listing

Listing items outside of the correct category

Falsely reporting unpaid items, or refusing payment at the end of a successful transaction

Changing the information in a listing to sell a different item instead of listing a new item

Selling completely different brands, models, or types of items as choice listings, such as:

Selling different brands or models (for example, listing an iPhone 6 and iPhone 7 in the same listing)

Selling items with different conditions such as "new" and "used"

Sellers are responsible for paying fees for all sales made using some or all smartcommerce services, even if the sale terms are finalized, or payment is made outside of smartcommerce.

Sellers are also responsible for Final Value Fees if they offer or reference their contact information, or ask for a buyer's contact information, in the context of buying for selling outside of smartcommerce, even if the item does not sell on smartcommerce.

Activity that doesn't follow smartcommerce policy could result in a range of actions including for example: administratively ending or canceling listings, hiding or demoting all listings from search results, lowering seller rating, buying or selling restrictions, and account suspension. All fees paid or payable in relation to listings or accounts on which we take any action will not be refunded or otherwise credited to your account.

Why does smartcommerce have this policy?

This policy protects buyers and sellers from purchases that aren't eligible for smartcommerce services such as smartcommerce Money Back Guarantee.


4.  Unpaid item abuse policy

Most sales on smartcommerce go smoothly, but occasionally a buyer might not pay for an item they’ve committed to buy. When that happens, you can let us know by opening an unpaid item case. We take these reports seriously, so falsely reporting an unpaid item is strictly prohibited.

Unpaid items are marked on a buyer’s account, and can lead to actions being taken against them. As such, sellers should never falsely report an unpaid item, and may be subject to a range of actions for doing so. For more details, please see our full policy guidelines below.

Frequently Asked Questions

What can happen to sellers who abuse the unpaid item process?

Sellers who falsely report unpaid items can lose fee credits, receive limits on buying and selling privileges, and in some cases, have their account suspended.

Can a buyer appeal an unpaid item report?

Yes. If a buyer has proof that they paid for the item, or that the seller refused to accept payment, the buyer can appeal the unpaid item.


5.  Seller performance policy

We always want to ensure buyers have a great experience on smartcommerce. To help ensure this, we’ve put in place minimum performance standards for areas within a seller’s control, such as handling time and prompt problem resolution.

You can keep track of your performance against these standards through your Seller Standards Dashboard, and our full policy guidelines below provide additional details about how your performance is calculated.

Frequently Asked Questions

What's smartcommerce's performance evaluation period?

We evaluate your performance every month. The length of time we look at in each evaluation depends on how many recent transactions you've had. If you've had 400 or more transactions in the last three months, you're evaluated over that three-month period. If you've had fewer than 400 transactions in the last three months, you're evaluated on the past 12 months. These timelines help us make sure we're evaluating you as fairly as possible.

What happens if I don't meet minimum standards?

If you're not meeting our minimum performance standards, we may place buying and selling restrictions on your account. There are other consequences listed in our full policy below.

We want you to be a high performing seller so please views your Seller Dashboard for tips on how you can make sure you're providing the best service possible to your customers.


6.  Tax policy

Sellers must follow all tax regulations that apply to samrtcommerce sales.

Our policy helps provide guidance on tax. As smartcommerce can't give tax advice, sellers should contact the appropriate tax authority for more information about their tax obligations.

What is the policy?

Sellers are responsible for paying taxes associated with using samrtcommerce, in accordance with all applicable laws.

Income tax

Sellers are required by law to declare and pay taxes on income earned from their smartcommerce sales.

Tax on smartcommerce fees

Depending on the seller's location, Value Added Tax (VAT), Goods and Services Tax (GST), or similar consumption tax may apply to smartcommerce selling fees.

Sellers with a tax registration number, who use smartcommerce exclusively for business, may apply for tax exemption on their smartcommerce selling fees

All information related to requests for tax exemption, including personal information and tax or business registration numbers, will be transferred to, stored in, and processed in the BD and elsewhere in accordance with the terms of the smartcommerce User Agreement and User Privacy Notice

smartcommerce reserves the right to request additional verification regarding a seller's taxable status from either the seller or from government authorities, as permitted by law. Such information will be processed in accordance with the terms of the User Agreement and User Privacy Notice

Sales tax on items sold on smartcommerce

The seller's registration address must be up to date, and must not misrepresent where their items are located

Tax may be added on the listing price or at checkout, depending on the item location and the buyer's shipping address

Sellers should only charge tax in states where they are authorized to do so, and should only collect the legally authorized amount

Sellers in the BD can specify each state in which they're required to charge sales tax by setting up a tax table

Sellers must provide smartcommerce with copies of permits or equivalent documentation for each state in which they're authorized to collect sales tax

Listings must not include sales tax information in the item title, image or description

Depending on the buyer and seller's location, VAT, Goods and Services Tax (GST), or similar consumption tax may apply to items sold on smartcommerce.

Local Consumer tax and/or Customs duty may apply to items sold internationally. Sellers should contact their local tax office for information on paying tax on items exported overseas

Based on applicable tax laws, smatcommerce will calculate, collect, and remit sales tax on behalf of sellers for items shipped to customers in certain states. For a complete list of states please see our Taxes and import charges page.

Orders over 3000 NOK: smartcommerce does not collect VAT on items with a value above 3000 NOK as this is generally collected at the Norwegian border

Please note that smartcommerce will share your information with government authorities if required to do so by law.

Activity that doesn't follow smartcommerce policy could result in a range of actions including for example: administratively ending or canceling listings, hiding or demoting all listings from search results, lowering seller rating, buying or selling restrictions, and account suspension. All fees paid or payable in relation to listings or accounts on which we take any action will not be refunded or otherwise credited to your account.

Why does smartcommerce have this policy?

This policy helps ensure that government regulations are followed.


7.  Prohibited and restricted items

While you can sell almost any item on smartcommerce, maintaining the safety of our community is a responsibility we take very seriously.

For this reason, and to comply with local legal restrictions, some categories of products are restricted, or completely banned from being listed.

If you're not sure if an item you're intending to list is allowed or not, choose the relevant category from the list below to find out.

Frequently Asked Questions

How do I find out what items are allowed on smartcommerce?

If you're not sure whether your item can be listed on smartcommerce, check our list of prohibited and restricted items below.

What do I do if I see an item that isn't allowed?

If you see a listing that violates one of our policies, report it by clicking Report item in the listing.