Now that you have read your BuyNatural Seller Participation Agreement and associated policies and guidelines, we want to give you additional information that is key to selling successfully on BuyNatural.

We find that new Selling Partners on BuyNatural often bring with them their experiences with other selling services and assume that all seller services work the same. They might think that there’s no need to pay much attention to the details in your seller agreement and the program policies and guidelines. As a result, we receive communications from Selling Partners that begin with “I didn’t know I was supposed to…”.

We don’t want you to find yourself in that position, so we are presenting you with some of the things that are most commonly overlooked by new Selling Partners.

Things to know #

• You may only maintain one Seller Centre account for each region in which you sell unless you have a legitimate business need to open a second account and all of your accounts are in good standing.
• You can help build customer trust in your business by providing clear and detailed information about your policies.
• Take into account that your return policies must be at least as favourable to buyers as BuyNatural return policies. See the Customer service section at the bottom of this page for more information.

Things to do #

• Provide the business name that will be displayed on BuyNatural so that customers remember your company.
• Make sure your business contact information is current (email and phone number, if available) so that we can contact you, if necessary.
• Keep PayPal or Bank information via (Stripe Connect) AutoPay (FBS/FBN Sellers) current for payments and settlements.
• Provide shipping and return policies to help build customer trust.
• Describe any gift messaging and gift wrap services that you might offer.
• Upload your logo to your seller account — your storefront logo image must be exactly 120 x 30 pixels.
• Only enter company information specific to how you manage your business on BuyNatural.
• Set your shipping rates so that customers know what your shipping costs are.

Things to avoid #

• Including website URLs in product discription, business name, or other company information that might refer customers to your website or a third-party website.

List products #

Things to know #

• For Sellers doing self-fulfillment (FBS Sellers), you need to set up your seller account with information about shipping. You are also required to confirm to BuyNatural after shipping your orders by entering the order tracking information then completing the order. This enables us to inform customers about their order progress and process the Seller product payment.
• You must confirm to BuyNatural that you have shipped the product to be able to receive payment. This confirmation will also trigger BuyNatural’s shipment confirmation email to the customer and will set the expectation for the estimated delivery date.
• You are required to ship your products within 2 business days. 
• Ship product(s) only described by the Product Detail Page. Inclusion of any additional product or items in shipment to buyer that is not described in the Product Detail Page is prohibited and may lead to deactivation of your Seller account.

Things to do #

• Review your default shipping settings and customise them to fit your fulfilment model.
• Check your seller account daily for new orders.
• Schedule order reports to track orders and order information.

Things to avoid #

• Including any marketing or promotional materials within the packing materials.
• Relying only on email notification — emails can get lost or be deleted.

Things to know #

• BuyNatural’s refund policies allow for the return of new and unopened items within 30 days of delivery for a refund. There is a restocking fee applied.
• BuyNatural will provide all the order and shipping emails to customers; you must not send order or shipment confirmation emails. This is to avoid conflicting messaging or confusion for the customer. Remember that selling on BuyNatural requires less communication by you to customers, since much of the process communication is handled by BuyNatural.
• You must not market or advertise to BuyNatural customers, nor divert them in any way from the BuyNatural sales process. You should follow this even during permitted communications, such as when responding to buyer inquiries about your products or their orders.

Things to do #

• Fulfill all orders within the promised lead time and shipping windows and ship exactly what you listed for sale.
• Clearly explain your shipping, return and refund policies and processes, along with other pertinent information.
• Do not send communications to customers other than as necessary for order fulfilment and related customer service.
• Respond promptly to buyer questions about the status of their order.
• Note that customers have come to expect the same level of customer service from sellers that they receive from BuyNatural. If you don’t meet that standard, you may have to deal with some unsatisfied customers.
• Be courteous and patient with customers when they request information, returns, or refunds.

Things to avoid #

• Bribing customers for positive feedback.
• Using customer communications for marketing purposes, or directing buyers to your own website or a third-party website in your emails.