6. Building a Positive Reputation Through our Reviews System
Reviews are a great way for you to build a reputation on CPR. Buyers can leave a review, including a one to five star rating and a photograph of their purchase. Buyers can edit their review, including the photograph, any number of times.
Reviews and your response to reviews may not:
- Contain private information;
- Contain obscene, racist, or harassing language or imagery;
- Contain prohibited medical drug claims;
- Contain advertising or spam;
- Be about things outside the seller’s control, such as a shipping carrier, CPR or a third party; or
- Undermine the integrity of the Reviews system.
Extortion is not allowed on CPR. Any attempt to manipulate reviews through threats, intimidation, or bribery is considered extortion and is strictly prohibited on CPR. Extortion includes when a seller offers a buyer additional goods, services, or compensation in exchange for a positive review.
Shilling is strictly prohibited on CPR. Shilling is the fraudulent inflation of a shop’s reputation by use of an alternate account. The intent of shilling is to make a seller look more desirable by increasing the shop’s number of sales and overall review score. Not only does it violate our core value of transparency, but it is considered to be a deceptive business practice by the US Federal Trade Commission. Reviews must reflect the honest, unbiased opinions, findings, beliefs, or experience of the buyer.
7. Providing Great Customer Service
We expect our sellers to provide a high level of customer service. By selling on CPR, you agree to:
- Honor your shipping and processing timesw. Sellers are obligated to ship an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. Please be aware that legal requirements for shipping times vary by country.
- Respond to contacts in a timely manner.
- Honor the commitments you make in your shop policies.
- Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, you can file a case by emailing us at firstname.lastname@example.org and we will try to help.
- If you are unable to complete an order, you must notify the buyer and cancel the order.
8. Responding to Requests for Cancellations, Returns, and Exchanges
Please be aware that in addition to this policy, each country has its own laws surrounding shipping, cancellations, returns, and exchanges. Please familiarize yourself with the laws of your own country and those of your buyers’ countries.
European Union Right of Withdrawal
Buyers in the European Union (EU) may be entitled to a 14-day “right of withdrawal” after receiving an item, during which they may return an item for any reason. The details of this right vary by EU member state. The right of withdrawal does not apply to custom items or certain perishable goods. Rights with respect to digital items vary by EU member state.
If you are unable to complete a transaction, you must notify the buyer via and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises.
You may cancel a transaction under the following circumstances:
- The buyer did not pay. (The seller may flag a buyer for a payment not received, chargeback, or canceled payment.)
- Both you and the buyer agree to cancel the transaction prior to shipment, and you have issued the buyer a full refund.
- You have decided to refuse service to the buyer. If the buyer has already paid, you must also issue a full refund, including shipping.
- The buyer did not receive the item(s) ordered, even though you provided proof of shipping, and you have issued a refund for the item. (Refunding shipping is optional.)
- Both you and the buyer agreed that the buyer could return the item for a refund, you have received the returned item and issued a refund to the buyer for the item. (Refunding shipping is optional.)
CPR’s Case System
We ask buyers to contact a seller directly and attempt to resolve any outstanding issues before opening a case on CPR. For this reason, it is important that you fill out your shop policies and regularly respond to contacts from your buyers.
Buyers may file a case for a non-delivery or a not-as-described item. You must respond to any open cases within seven days or the time frame noted by CPR in the case. CPR reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system.
By using CPR’s Case System, you understand that under CPR’s dispute resolution procedures, CPR may use your personal information for the purpose of resolving disputes with other members. Cases can be filed in the following circumstances:
A non-delivery occurs when a buyer places an order and submits payment, but does not receive the item. The following are examples of non-delivery cases:
- An item was never sent.
- An item was not sent to the address provided on CPR.
- There is no proof that the item was shipped to the buyer’s address.
Not as Described
An item is not as described if it is materially different from your listing description or your photos. The following are examples of not as described cases:
- The item received is a different color, model, version, or size than is shown in the photo or described in the listing.
- The item has a different design or material.
- The item was advertised as authentic but is not authentic.
- You failed to disclose the fact that an item is damaged or is missing parts.
- A buyer purchased three items but only received two.
- The condition of the item is misrepresented. For example, the description at the time of purchase said the item was “new” and the item is used.
Not as Described cases can also be filed for late delivery. In order to qualify as late delivery, the buyer must provide proof that all of these conditions have been met:
- The item(s) were ordered for a specific date or event.
- The item(s) are rendered useless after that date.
- The seller did not ship the item(s) according to their processing time or the date agreed upon in Conversations.
If CPR determines that an item is not as described, you will be required to refund the original shipping and return shipping, in addition to the cost of the item.
Some disputes don’t qualify for CPR’s case system. These include:
- Items that have been purchased in person.
- Intangible items, services, or prohibited items.
- Transactions where payment is not made through PayPal.
- Items that are returned without a return agreement.
- Items that have been altered, used, worn, or washed after receiving them.
- Physical or tangible items that are not available for return because they have been destroyed or discarded by the buyer.
- Items that are received after the agreed-upon delivery date due to shipping delays.
- Cost of shipping disputes.
When a dispute is ineligible for our case system, we encourage both parties to work together to come to an amicable solution.