WHAT IS THE SELLER CODE?

First Nations Gifts aims to provide our customers with great customer service. The Seller Standards Guide provides a service level guide across your brand store including product, communication, shipping and returns. This ensures customers receive a good and consistent experience whoever they shop with, increasing sales and return customers for all.

Seller Code – Quick Reference

PRODUCTS

• All products must be a brand/products designed, created and/or manufactured or wholesaled by the Vendor.
• Made-to-order, personalised or custom items must be shipped and delivered within the time stated in your product listing. Please allow adequate time to complete orders. You must notify us if there will be a delay to delivery on any made-to-order or custom items.

COMMUNICATION

• Prompt replies to customers are essential.
• If a customer asks a question about an item and has sent you a message through FNG, a timely response is recommended to improve conversion of their interest to an actual sale.
• Once a customer has placed an order, respond immediately if possible or within one working day at the latest (public holidays and weekends are not counted as working days). Immediate response helps customers make follow through on their decisions to make a purchase.

SHIPPING

The shipping confirmation or ‘marked as shipped’ is the NUMBER ONE message to send your customer.

Key points to include in your shipping confirmation:

• When the order was posted and by what delivery service, speed (eg. standard or express post) and carrier it was sent through.
• A tracking number (where available) and/or delivery estimate timeframe (be honest and realistic with estimates)
• Call to action – if the order hasn’t been received the order by a certain time please ask us to contact the customer to ensure nothing has gone wrong. 

RETURNS

Processing returns for refund or exchange.

Refunds or exchanges must be processed within two working days following receipt of returned goods suitable for a refund or exchange (public holidays are not counted as working days)

Remember to include a shipping note with exchanges

Depending on the nature of the return (unwanted, wrong item, not as described, faulty), you may need to refund original postage charges and pay for additional return postage charges.

See the Processing Returns and Exchanges in the Knowledgebase for more information.

REFUNDS

Returns are part of doing business online. While you are not obliged to accept returns, it is always better to accept a return.

This increases the chance of repeat custom and positive feedback rather than leaving a disgruntled customer who may end up disputing the payment on Paypal and/or leave negative feedback and reviews for your brand. 

When I make a refund do I need to pay shipping also?

• Unwanted or unsuitable items
  • Refund Full item cost – you are not required to refund the shipping fee that was charged at the time of purchase for unwanted or unsuitable items.
  • Refund Full item cost and standard shipping fee – if returned under Australian Consumer Law. Please ensure you understand the laws of your State/Country as it relates to consumer rights to refunds.
• Faulty items, Wrong Items and Items significantly different to description
  • Refund Full item cost plus original shipping fee and pay additional return shipping fee for item to be returned to you.

ISSUES RESOLUTION

If there is a customer issue, we want to ensure that any issues are responded to quickly and in a friendly manner.

Helpful and Friendly – A friendly approach to issue resolution strengthens your customer experience and increases trust in your brand. If a customer has an issue and it is not resolved in a positive manner they are likely to tell many people and negatively impact your brand. Most issues are caused by miscommunication or human error and these are relatively easy to deal with when you have a policy in place on how to manage return and refund situations.

Quick Resolution – sometimes dealing with issues can be difficult to tackle, but many times the quicker they are attended to and resolved the better, the customer will trust the brand, save you time and be beneficial to your business in the long-term.