Vendor practices policy
These simple vendor practices will help you to create a great experience for your customers.
FAQ
Why do I need to specify the location of my advertising space or store?
At Advercado we want to build local connections to help businesses collaborate and create great advertising campaigns. If your advertising space is in a physical location, share its location on our interactive map so your customers can visualise the space and see the potential it has to offer. Inaccurate locations can cause confusion and lead to a poor customer experience.
Even if your service is not bound to a physical location, customers like to know who they are working with and where they are based. Therefore, we strongly recommend using our interactive map in order to establish relationships with your customers. Working with local businesses provides opportunities to connect in the real world to discuss projects and view services you offer.
What should I include in my terms?
It is important that you set out clear terms and conditions for your spaces and services. We do not set sitewide terms for all businesses – your business, your way. Be sure to include information about your returns policy, shipping policy and methods, fees, booking windows, formats, timeframe for delivery of creative assets and any other information that would determine a successful transaction. Honesty is the best policy here. Build trust between you and your customer and ensure a positive experience for them.
The legal stuff
The consumer Rights Act 2015, formally the Sale of Good Act 1979, states that products must be of satisfactory quality, fit for purpose and as described.
The rules also include digital content in this definition. So all products – whether physical or digital – must meet the following standards:
- Fit for purpose: the goods should be fit for the purpose they are supplied for, as well as any specific purpose you made known to the retailer before you agreed to buy the goods.
- As described: the goods supplied must match any description given to you or any models or samples shown to you at the time of purchase.
- Satisfactory quality: products should be in good working order when you receive them. They should not be faulty and must meet the description given in the listing.
More information on the consumer rights act can be found here:
All businesses who aim to deliver a quality service should strive to meet these standards, not only because of the law but for the customer satisfaction which reflects on your business.
Vendor practices policy overview
One of the simplest ways to provide customer satisfaction is to set clear expectations for your customer, then meet or exceed them. Accurate descriptions of your space and service and clear terms for the sale will help to facilitate a smooth transaction where both parties are happy.
You should always make an effort to provide 5 star customer service from start to finish, including:
- Hosting advertisements and delivering services on time
- Responding promptly to communications from your customers
- Charging a fair shipping rate
- Specify your returns and refund policy
- Regularly review and update you product listings to ensure all information is correct
What are the guidelines?
We expect all vendors to adhere to these standards. If you do not adhere to them, it may result in account suspension and a ban from using the marketplace.
Hosting advertisements
Bookings of advertising spaces must be honoured by the vendor and must be displayed or broadcast on time.
Vendors must:
- Display or broadcast advertisements on time, as promised in your listing
- Honour the frequency of the bookings
- Take care to ensure that advertisements are well looked after and returned (if requested) once a campaign is complete
If the delivery of creative materials has failed, contact and inform the customer immediately.
Vendors MUST NOT:
- Fail to display or broadcast advertisements without providing compensation for the customer
- Fail to display or broadcast an advertisement and fraudulently claim to have done so
Space, service and item listings
Customers search Advercado for spaces and services. Listings on Advercado must contain accurate information on the space or service so that customers can determine if the product is suitable for their needs. It is important to provide accurate and detailed descriptions about spaces, services and items so customers know what to expect.
Vendors must:
- Describe only the space, service or item they are selling in the listing, including the terms of sale
- Provide accurate location details (where applicable)
- Provide complete and accurate details and images related to the listing
- Provide information on deliver and lead times (where applicable)
Vendors MUST NOT:
- List a space or service in categories they do not belong in
- Abuse the use of categories or tags to increase views of your product
Delivery
The delivery of creative materials either to or from a vendor is crucial for advertisements going live on time. Although we do encourage customers to allow plenty of time when ordering creative materials and services, it is important that the vendor delivers the products on time.
Vendors must:
- Clearly and accurately specify the time frame for completion
- Deliver on or before the due date for completion
- Keep customers up to date with progress
- Provide tracking numbers (where applicable)
Vendors MUST NOT:
- Cease communication after payment from a customer
- Promise a delivery window you can’t keep
- Deny responsibility for a delivery or the state of a delivery once shipped
Communication
Great communication with your customers will result in a fundamentally better experience for them. Using our communication channels to provide excellent customer service will reflect positively in your reviews, too.
You can communicate easily with potential and existing customers through the chat widget.
Vendors must:
- Be prompt with replies to potential and existing customers
- Be professional and friendly
- Keep customers informed about the progress of advertisements
- Be responsive to concerns and problems
Vendors MUST NOT:
- Use offensive language
- Send inappropriate content
Terms and conditions
Vendors are required to provide detailed terms and conditions for their customers.
You must not provide misleading information or fail to keep to the terms of the sale.
Vendors MUST NOT:
- Provide misleading information
- Fail to keep to the terms and conditions of the sale
- Change the terms of sale after the customer has purchased space or services
- Claim to accept returns and refuse to honour it
Returns
Businesses in the UK are legally obligated to resolve issues for a customer if their item is faulty or arrives damaged.
More information on consumer rights can be found here:
In listings, vendors must specify:
- The return time you require a buyer to notify you in
- Who pays for the return postage
- How the refund is issued (money back, credit, replacement)
- How long a refund will take to process
Keep in mind that a bad returns process can affect your vendor or product review rating. Having a smooth returns policy which resolves issues quickly will lead to a better experience for your customers.
Why do we have this policy?
This policy protects both vendors and customers. Providing great customer service will build trust between you and the client. Setting out clear information in your listing, including the terms of service, will prevent issues arising after the sale has taken place.
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