11. Performance Standards and Code of Conduct

AbeBooks monitors bookseller performance in order to ensure customer satisfaction. AbeBooks uses order fulfillment percentages, returns rates and the Code of Conduct to outline the expected standards of Bookseller participation with AbeBooks.

a. Performance Standards

  i.  Completion
     

The minimum standard for Completion is 80%. The Completion rate is measured by the number of orders received minus the number of orders rejected and returned. Booksellers who consistently maintain a Completion rate below 80% may have their AbeBooks account suspended or closed at our discretion.

       
  ii.   Returns
      The standard rate for returns is 2%. The calculation for Returns will not include those items where the book buyer has changed their mind.

Booksellers who have a significantly high Return rate may be placed on probation or removed from the AbeBooks program at our discretion.

b. Code of Conduct Process
Booksellers found to be in violation of the Code of Conduct as well as the policies included in this document can expect the following actions:
  i . Notification of Complaint - for a specific issue
    •  Bookseller will be given the opportunity to respond
    •  No response will result in a warning letter
  ii. Warning Letter
    •  Bookseller will be warned if the issue arising from the Notification of Complaint is not resolved, or another complaint arises
    •  Bookseller will be given the opportunity to respond and resolve the issue within the specified time frame
    •  No response will result in suspension
  iii. Suspension
    •  Bookseller will be suspended if the issue arising from the Warning Letter is not resolved, or another Warning arises
    •  Bookseller will be given the opportunity to respond
    •  Bookseller will remain on suspension until the matter is resolved to AbeBooks' satisfaction
  vi. Withholding of Payment
    •  Bookseller payments may be withheld if the account is being investigated for a Code of Conduct violation
    •  Payment will be released when the issue is resolved to AbeBooks’ satisfaction
  v. Permanent Ban
    •  Bookseller will be permanently banned if the issue arising from the Suspension is not resolved
    •  Bookseller will be given opportunity to respond
    •  Bookseller will not be permitted to list with AbeBooks again

c. Responses to Inquiries
Booksellers are required to respond to both pre-purchase and post-purchase buyer inquiries within 2 business days. They are also required to respond to e-mails from AbeBooks staff members within 2 business days. Quick response times provide better customer service, prevent returns, and resolve issues with your account.

d. Specific Code of Conduct Violations
• Listing inaccurate or incorrect book information or descriptions (including ISBNs) resulting in the misrepresentation of inventory
• Non-shipment of book orders within two days of processing
• Rejection of orders based on shipping location
• Non-response to AbeBooks Customer Service staff inquiries
• Charging a restocking fee
• Selling promotional items - any goods that are distributed, free of charge, for the purpose of advertising an event or good, such as a movie, book, etc. Promotional items can include un-proofed copies, posters, etc. The publisher, author or producer of the event or good usually distributes these items and may contact AbeBooks or the bookseller to request these items not be sold. If this occurs, AbeBooks requires these items to be removed from sale immediately
• Unclear pricing - descriptions include instructions to contact seller for pricing details or to negotiate a price (even though the book does have a valid price attached to it)
• Stealing bookseller information (such as descriptions, pictures, and images from other booksellers' listings)
• Redirection of orders in any manner
• Overcharging buyers without their written permission.
• Not offering a refund for incorrectly described books
• Not processing a refund for returned books
• Listing stolen items
• Abusive to client or AbeBooks staff (also see Bookseller Customer Support Policy, section 13)
• Threatening or abusive language or attempts to intimidate AbeBooks staff, fellow booksellers, or buyers
• Derogatory language
• Racial slurs/remarks
• Inclusion of personal or political commentary that may be considered defamatory in book descriptions
• Inclusion of political or religious promotional items within book shipments
• Running contests, lotteries, or other prize offerings