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Seller Policy Agreement

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.

Selling practices policy overview

Setting clear buyer expectations and then meeting or exceeding them is a great way to make your buyer happy and ensure a smooth transaction.

Some of the simplest things you can do are to provide accurate and consistent details about your items and to be clear and specific about the terms and conditions of the sale. You should also make every effort to provide excellent customer service from start to finish, including:

  • Charging reasonable shipping and handling costs
  • Specifying your handling time and return policy in your listing
  • Responding to buyers’ questions promptly
  • Being professional throughout the transaction
  • Making sure the item is delivered to the buyer as described in your listing
  • Frequently reviewing and updating listings to make sure all information – such as inventory status and item condition – is accurate and up to date

What are the guidelines?

Make sure you follow these guidelines. If you don’t, you may be subject to a range of actions. We may limit, restrict, or suspend you from buying, selling, or using site features. All of your listings may be removed, displayed lower or not shown in search results, without refunding any or all applicable fees. You may also forfeit special account status and any discounts. You may be subject to the application of fees and recovery of our expenses in policy monitoring and enforcement.

Shipping service

Buyers expect their items to be delivered on time, especially when they pay additional fees for expedited shipping services. Using a slower shipping service than the one selected by the buyer during checkout may result in the item being delivered later than expected, and an increase in claims for items not received.

What to do

  • Offer shipping service options in your listings only after reviewing their costs and delivery speeds
  • Ship items using shipping service options with features that meet or exceed those the buyer selected

What not to do

  • Use shipping service options with features that do not meet those selected by the buyer. For example, using “USPS Ground” with a maximum delivery estimate of 7 days when the buyer selected “USPS Priority Mail” with a delivery estimate of 3 days.

Shipping and handling costs

Be sure to specify shipping costs and related service charges in your listings.

What to charge

  • Actual shipping cost:This is the amount for shipping the item. It should be what you paid the carrier.
  • Handling cost:This can include the cost of packaging materials and insurance cost, if any.
  • Delivery confirmation and extra services:If you choose to use these options, you must add them to your shipping and handling costs, and you can only charge what they actually cost. Examples of services include:
    • Certificate of Mailing
    • Certified Mail
    • Collect on Delivery
    • Registered Mail
    • Restricted Delivery
    • Return Receipt
    • Signature Confirmation
    • Special Handling
  • Tax and government-imposed fees:Only applicable federal, state, country, city, Value Added Tax (VAT), or equivalent taxes may be charged.


  • If your shipping and handling costs are higher than average, consider explaining in your listing what the shipping and handling costs include.
  • We recommend that you provide tracking information. Using tracking information, delivery confirmation, or signature confirmation can help protect you if a buyer reports that they didn’t receive an item. This is one of the qualifications for getting an automatic 5-star rating for shipping time.


Free shipping

You can offer free shipping to select or all destinations.

For a destination with free shipping, no other fees related to shipping, handling, or packaging can be charged.

You’re not allowed to use a shipping method that is slower than the slowest one indicated in the listing.


Shipping and handling time

Buyers want to know when they can expect to get their items.

What to do

  • Specify in your listing clearly and accurately when the item will be shipped.
  • Ship items within the handling time you state in your listing.
  • Use tracking, delivery confirmation, or signature confirmation. Using delivery confirmation can help protect you if a buyer claims an item wasn’t received.
    Note:We require signature confirmation for transactions of $750 or more. Having signature confirmation can help protect you if a buyer reports that they didn’t receive an item.
  • You’re required to select the shipping option that best matches the shipping service that you offer in the listing. This helps set buyer expectations about when the item will be delivered.

What not to do

  • If Stripe doesn’t make your funds available immediately from payments for an item you sold, you’re not allowed to hold shipment until the funds are released.
    Note:Holding shipment may affect your seller performance standing or defect rate and buyer satisfaction, which increases the chances of future Stripe payments being held.


Terms and conditions

It’s important that you clearly specify the terms and conditions of the sale in your listing so that buyers know what to expect.

What to do

You’re required to include the following details in your listing:

  • Forms of payment you accept
  • Return policy
  • Shipping method, costs, and other information
  • Taxes and any applicable government imposed fees (such as electronic waste disposal fees)
  • Terms of the transaction

You’re required to meet the expectations you’ve set in your listing:

  • Ensure the safe delivery of the item within the timeframe stated in your listing
  • Items you list must be in your inventory or you must have an existing agreement with a third party to fulfill the delivery of the item under the terms of your listing


Providing tracking details for items you’ve sold is an industry standard and something that your buyers expect. Tracking data lets buyers know where their item is throughout the shipping process, and can be critical in cases where the buyer claims they didn’t receive an item.


What to do

  • Upload accurate tracking details
  • Upload tracking details within your specified handling time
  • Mark the item as ‘Shipped’ in My Shop H2O or Dashboard once it has been sent

What not to do

  • Upload information other than valid tracking in the tracking field, including tracking not associated with the transaction
  • Upload tracking information later than the handling time window promised in your listing

Cancel transactions

Occasionally, you may need to cancel a transaction because the item is broken, you made a mistake in your listing, or the item is out of stock. In these cases, you must first contact the buyer and let them know that you are canceling the transaction and the reason why. Make sure you use the correct process in My Shop H2O or Dashboard to cancel these transactions.

What to do

  • Inform the buyer that you are canceling the transaction with the reason
  • Cancel the transaction up to 30 days after the sale
  • Use the correct process in My Shop H2Oor Dashboard to cancel the transaction:

What not to do

  • Not informing the buyer that you are canceling the transaction
  • Canceling the transaction more than 30 days after the sale
  • Not using the correct process in My Shop H2O or Seller Hub to cancel the transaction


Do whatever you can to provide excellent customer service. Meeting or exceeding buyers’ expectations can help you improve your performance on Shop H2O.

What to do

  • Respond promptly to any questions during the bidding or buying process, as well as after the item has been purchased
  • Communicate professionally, including emails
  • Be responsive to any buyer concerns or problems

What not to do

  • You’re not allowed to use profane or offensive language with anyone on Shop H2O
  • You’re not allowed to send anyone on Shop H2O inappropriate images including nudity, profanity or other general content not related to an Shop H2O listing

Most often, transactions without additional communication are a sign of great service, and you shouldn’t receive low detailed seller ratings for communication in these situations.

Returns and DOA

You aren’t required to accept returns, but if you do, you must honor your stated returns policy.

When you choose to accept returns, a buyer can return an item for any reason, including if they change their mind about a purchase. As long as the return meets your stated return requirements, you are required to honor the return.

What to do

  • If you accept returns, you must clearly state the criteria under which you will accept a return. This may include (but isn’t limited to):
    • The time period in which a buyer must notify you about a return
    • Who pays for return shipping
    • How the refund is issued (money back, replacement, or exchange)

Remember, buyers who purchase from you are entering in to a contract with you based on the details you included in your listing, including what you stated in your returns policy. Therefore, you may not add to or alter your returns criteria once an item has been purchased.

Even if you specify that you don’t accept returns, a buyer may be able to open an Shop H2O Money Back Guarantee case for eligible items if they didn’t receive an item or the item doesn’t match the listing description.


Email: shop.h2o.llc@gmail.com

Call: (236)-461-2622