1. Customer Service Standards
Monstroplace's service standards are based on the provisions of the Agreement, its annexes, as well as other rules, policies and restrictions. The purpose of this code is to explain in a simple and understandable way what principles we adhere to and what behavior we expect from each Monstroplace seller. Compliance with these standards will help increase sales and have a positive impact on the development of your online store.
Service standards are a set of rules and recommendations, the implementation of which contributes to the maximum satisfaction of the customer's expectations. We have described not only “What to do”, but also “How”, up to how to correctly present the product on the site, how quickly you need to contact the buyer and options for action in different situations.
Meeting service quality standards is a basic requirement for working on the Monstroplace Marketplace. Good quality work increases the rating of the store and builds trust with customers.
Main standards:
Detailed and reliable product information
On the product page, the buyer should receive maximum information about your product. The lack of complete information and, in general, the “poor” content of information negatively affects the impression of the buyer and his desire to buy such a product. Fill in all available fields of the product card, take care to correctly indicate the name and description of the product, write down the characteristics in detail, add a sufficient number of high-quality photos, if you have a certificate or any other document confirming the quality of the product, you can attach it in PDF format in the product card.
When placing goods on the site, you must specify:
Providing feedback to the customer
Questions, objections and doubts on the part of the buyer are natural, and they should not scare you. On the contrary, by answering the client's questions, you get the opportunity to fill in the lack of information, tell about your product in detail and emphasize its merits.
Note. If you receive a question from the customer, you must answer it as quickly as possible. The recommended time is up to 2 hours.
If the customer asked a question outside of business hours, please respond on the next business day, according to the work schedule of your store, but in no case ignore his request. You can see customers questions and answer them in your personal account:
• "Message Center" section
Here you see all the questions that customers leave through the "Ask a question about the product" and "Ask the seller a question" form on your product pages. You can conduct written correspondence with the customer, providing additional advice on issues of interest to him.
• section "Product reviews"
Often, customers leave questions in reviews using the “Write Review” function on the product page. Enter your answer in the special field and click the "Reply" button. Your answer will appear on the product page under the buyer's question.
Responding to questions and comments adhere to the generally accepted rules for working with customer reviews and questions.
Prompt fulfillment of orders
High quality of service means a high speed of order processing.
Adhere to order processing rules and set up-to-date order statuses as quickly and accurately as possible. The reason for canceling the order must be real and correctly chosen. Orders received at night or on weekends will be processed as soon as possible. You don't need to change order statuses at night and after business hours, as it doesn't affect your statistics and performance metrics. When processing an order, follow the rules of communication with the buyer.
Give more to our loyal customers
Attracting new customers is always more expensive than retaining old ones. Do not forget about the motivation of your regular customers to stay with you.
Actions in the conflict event
Even if you have described everything in detail, clearly planned and served the customer well, conflict situations may arise. Circumstances are different: people tend to make mistakes, computer systems fail, force majeure occurs. It is important that the buyer is not left alone with the problem.
A few tips for such situations:
If you manage to properly respond to a conflict situation and do everything in your power to solve the customer’s problem, you will receive gratitude in the form of positive reviews and ratings, which will serve as the best advertisement for your work to other users.
Compliance with standards gives you the opportunity to do your job confidently and clearly, in a critical situation, not to hesitate, and gives the buyer a guarantee that when ordering your product on Monstroplace, he will receive the quality of service that he is used to.
Fair competition
We are interested in equal conditions for all sellers, therefore it is forbidden to commit intentional actions that help limit competition. These actions include:
2. Questions about the product
Users are given the opportunity to ask questions about the product directly to the seller. For this, a special form is provided for a written appeal, and the seller, in turn, is obliged to promptly respond to the questions posed.
Questions buyers can ask:
You can answer buyers' questions in the "Message Center" section of your personal account - on the "Questions to the Seller" page.
The buyer, in turn, will see your answers in his personal account in the "Messages" section.
• Using the "Write a review" function in the product card.
You can answer the questions left through this form of communication in the "Reviews" section of your personal account - on the "Product Reviews" page.
Enter a message in the special field to reply, click the "Reply" button and your message will appear on the product page in the "Reviews" tab under the question of the buyer on behalf of the store.
Recommendations for answering customers' questions
When you receive a question, you need to answer it as soon as possible (recommended time is up to 2 hours). The answer to the question should be simple and concise.
When answering a question, it is forbidden to use:
3. Interaction and communication with customers
You can communicate with customers in writing or, if required, by phone. Contacts are displayed in the order: first name, last name (not always), phone number, delivery address.
The buyer's personal data can only be used to fulfill the order in compliance with the rules and regulations of the EU Law 2016/679 DES EUROPÄISCHEN PARLAMENTS UND DES RATES vom 27. April 2016 "Datenschutz-Grundverordnung".
In order to contact the customer, we recommend using the "Write to the customer" function.
On the site, the customer has several ways to contact the seller on a question of interest. When a question is received, the seller receives a notification by mail, and correspondence with the buyer is carried out in the personal account in the "Message Center" section. In turn, the buyer sees your answers in his personal account.
4. Processing requests from customers
Customer can leave an appeal to the seller or a complaint about his work/products by writing to the Monstroplace chat or leaving a review on the site. All requests are displayed in the personal account of the seller.
After receiving the request, you need to promptly contact the client, we recommend that you do this within the first two hours, but no longer than 24 hours. Contact details are indicated in the appeal or in the order with which the appeal is associated. Additionally, you can write a message to the buyer if the order was placed by an authorized user.
If the subject of the appeal is “correct the information on the site”, this means that the buyer has found a discrepancy or an error in the photos/characteristics/description of the goods you specified. You need to check the information on the product page and make changes if necessary.