ICMP monitors seller performance in order to ensure customer satisfaction. ICMP uses order fulfillment percentages, returns rates and the Code of Conduct to outline the expected standards of Seller participation with ICMP.
a. Performance Standards
- Fulfillment
The minimum standard for fulfillment is 80%. The fulfillment rate is measured by the number of orders shipped divided by the number of orders received. The fulfillment rate is calculated over a rolling 90-day period. On the 15th of each month (or closest business day following the 15th), you are notified of your fulfillment status. Should you fall below 80% in a given month, you are sent an advisory e-mail, which details ways to improve performance.
- Returns
The standard rate for returns is 2%. The calculation for Returns will not include those items where the item buyer has changed their mind.
Sellers who have a significantly high Return rate may be placed on probation or removed from the ICMP program at our discretion.
b. Code of Conduct Process
Sellers found to be in violation of the Code of Conduct as well as the policies included in this document can expect the following actions:
- Notification of Complaint - for a specific issue
- Seller will be given the opportunity to respond
- No response will result in a warning letter
- Warning Letter
- Seller will be warned if the issue arising from the Notification of Complaint is not resolved, or another complaint arises
- Seller will be given the opportunity to respond and resolve the issue within the specified time frame
- No response will result in suspension
- Suspension
- Seller will be suspended if the issue arising from the Warning Letter is not resolved, or another Warning arises
- Seller will be given the opportunity to respond
- Seller will remain on suspension until the matter is resolved to ICMP' satisfaction
- Witholding of Payment
- Seller 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 ICMP' satisfaction
- Permanent Ban
- Seller will be permanently banned if the issue arising from the Suspension is not resolved
- Seller will given opportunity to respond
- Seller will not be permitted to list with ICMP again
c. Specific Code of Conduction Violations
- Listing inaccurate or incorrect item information or descriptions resulting in the misrepresentation of inventory
- Non-response to item inquiries or buyers
- Non-shipment of item orders within two days of processing
- Rejection of orders based on shipping location
- Non-response to ICMP Customer Service staff inquiries
- Charging a restocking fee
- Unclear pricing - descriptions include instructions to contact seller for pricing details or to negotiate a price (even though the item does have a valid price attached to it)
- Stealing seller information (such as descriptions, pictures, and images from other sellers' listings)
- Redirection of orders in any manner
- Overcharging buyers without their written permission
- Not offering a refund for incorrectly described items
- Not processing a refund for returned items
- Listing stolen items
- Abusive to client or ICMP staff (also see Seller Customer Support Policy, section 13)
- Threatening or abusive language or attempts to intimidate ICMP staff, fellow sellers, or buyers
- Derogatory language
- Racial slurs/remarks
- Inclusion of personal or political commentary that may be considered defamatory in item descriptions
- Inclusion of political or religious promotional items within item shipments