Work with buyers

 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:

  •   Comply with the law, and adhere to the rules, policies, and restrictions of Monstroplace.
  •   Provide only complete, up-to-date and reliable information about the company, products and/or services.
  •   Follow the rules of business communication when communicating with other marketplace participants.
  •   Do not try to influence customer reviews and ratings, as well as the overall rating, both your own and other sellers.
  •   Do not take actions that encourage customers to make a purchase on another site.
  •   Do not try to contact buyers in ways other than those offered by the marketplace.
  •   Do not use to the detriment of the personal data of buyers and other information obtained in the sales process.
  •   Be fair, don't overuse the marketplace possibilities.

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:

  • only the current price and availability of goods (the situations “check availability”, “check price” are unacceptable);
  • actual delivery time (indicate the waiting time if the goods are "on order" or delivery takes more than 2 days);
  • warranty service (“not provided” or “provided” and under what conditions).

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: 

  • Be prompt. Contact the buyer as soon as possible.
  • Be loyal. When discussing a problem, show the buyer your desire and willingness to help.
  • Be polite and stay calm. Your client can speak rudely, raise his voice your goal is to steer the conversation towards collaboration rather than showdown.
  • Be honest. Tell what you can do for the customer, explain with reason what you cannot do. Speak as accessible as possible, do not use narrow professional terms in a conversation with a customer.
  • Be patient. Perhaps the resolution of the conflict situation may take some time, during which you will need to maintain contact with your buyer. Politeness and respect for the buyer are the basis of business correspondence and good sales.

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: 

  • duplication of the range of goods in one personal account;
  • offer discounts, payments, gifts and other special conditions for positive ratings and reviews of their products, including with the involvement of third parties;
  • offer discounts, payouts, gifts and other special conditions when buying on third-party sites;
  • manipulations with ratings and reviews for goods of other sellers, including with the involvement of third parties;
  • reservation of another seller's stock;
  • purchase of another seller's stock with subsequent cancellation or return of the order;
  • any other unfair actions, the purpose of which is to limit competition on the marketplace. 

 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: 

  • Using the form "Ask a question about the product" in the product card or "Ask a question to the seller" on the seller's page.

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:

  • use of profanity or offensive language (including veiled) statements, images, comparisons and expressions, including in relation to gender, race, nationality, profession, social category, age, the language of a person and citizen, official state symbols that may negatively affect the business reputation of Monstroplace;
  • manifestation of a rude and unethical attitude towards customers;
  • use of comparisons or techniques that humiliate competitors and their products, use of information about the quality of someone else's product, work, service;
  • negative statements about Monstroplace, goods, works, services, people, organizations, brands of other sellers of Monstroplace;
  • an offer to exchange personal contacts with the buyer and the use of alternative means of communication;
  • collection, copying, storage, distribution and any other use of any personal data of users;
  • providing the customer with false information about goods, works, services;
  • misleading customers about the consumer properties of goods, works, services;
  • advertising and mention of third-party resources, organizations, sellers on Monstroplace, including links to external resources (everything except Monstroplace, phone numbers, addresses, etc.).

 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.