Back Market Mana Seller Quality Charter
Last updated on June 16, 2021.
This Seller Quality Charter (this “Charter”) outlines for our Sellers the best practices and the expectations Mana by Back Market will enforce with our Sellers. Mana by Back Market recognizes that we serve two customers: you, the Seller, and our mutual end customer, the Buyer or End User. The goal of this Charter is to clearly communicate how Mana by Back Market will work with our Sellers to deliver an optimized customer experience for both the Seller and the Buyer.
Mana by Back Market Seller requirements are the same for all Sellers, and the following pages outline the standards expected of our Seller.
If you have any questions or need any clarification, please reach out to Mana by Back Market at email@example.com. Our team is here to ensure your familiarity and comfort with our Site and Seller requirements. A Mana by Back Market team member may also give you personalized advice on your catalog of product listings and work with you to resolve any operational friction. We are always available Monday – Friday 9 a.m. to 5 p.m. EST, and if you reach out with any urgent matters, we will do our best to be available as needed.
2. Seller Responsiveness
Critical to delivering an excellent customer experience is responsiveness. A business day is understood to mean the days of the week from Monday to Friday, excluding federal holidays in the United States of America and National holidays in Europe. The countdown begins on the day of the triggering event and one (1) entire day (one morning and one evening) is counted as the following Business Day. For example: if the Buyer makes a request on Friday, January 25, 2020 at 10 a.m., respecting a response time of one (1) Business Day would require you to respond to the Buyer no later than Monday, January 28, 2020 at 10 a.m..
3. Seller Registration
Applications for Mana by Back Market Sellers will be reviewed and approved by our team to ensure the highest quality. Each potential Seller is required to complete both the application here and to complete registration with Stripe.
4. Buyer Registration
Throughout the registration process, Mana by Back Market collects all required Buyer company information in order to facilitate the purchase, including the required tax documentation and optional R2 Certification. This documentation will be provided to you for each Order. For any questions on what is specifically collected, you can view the Buyer registration application here or contact the Mana by Back Market team at firstname.lastname@example.org.
5. Device Testing & Grading
For each Product lot listed, the Seller commits to respect the Mana by Back Market Grading Scale. These grades have been created to provide our Sellers with the greatest flexibility and our Buyers with quality transparency. If you are unclear on which grade a Device falls into, please contact the Mana by Back Market team at email@example.com.
Sellers on Mana by Back Market are required to honor the Warranty Policy, with a minimum return claim date of thirty (30) days from the date of delivery or Buyer pick-up date, for:
- Esthetic Grades: A+, A, B, B-, C, Uncracked, Cracked Front Glass and Cracked Back Glass
- Functional Grades: Fully Functional, Fully Functional Battery below 85%, Key Functions, Basic Functions and Powers On
The thirty (30) Day Warranty does not apply to:
- Esthetic Grades: Cracked, Ungraded and or LCD Issue
- Functional Grades: Untested and Salvage
NOTE: As each Device has two grades, a Device may have one grade that is covered and one grade that is not covered by the Warranty. An example of this could be an Untested, B1-. In this case, the Device would not be covered for its Functional grade but would be for its Esthetic.
In addition, all Product lots, for all grades, are supported with a five (5) Business Day Warranty Policy, from the date of delivery, on any shipments that are missing quantity, or where a Seller-shipped package is missing, lost or damaged. The Warranty Policy section provides complete details.
6. Parts and Accessories
Sellers for Parts and Accessories are approved by Back Market to sell specific Products based on a series of certifications, sample checks, and product quality. The Seller may only list the exact Product types approved by Back Market and must communicate with Back Market, via email firstname.lastname@example.org, any material change that may impact the overall quality of their product.
Sellers of parts and accessories on Mana by Back Market are required to honor the Warranty Policy.
7. New Listings
The Mana by Back Market team will be responsible for placing each Product lot listing on the Site on behalf of the Seller. Before any listing is created, a complete written document of required metadata fields is required. The list of required metadata will be provided during your onboarding. It is preferred that you provide all metadata in the format displayed; however, if you require a customized template, the Mana by Back Market team will work with you to accommodate your needs. Please contact us at email@example.com.
Once all required metadata has been provided, the Mana by Back Market team will work to make your listing available as quickly as possible.
8. Listing Management
The accuracy and availability of each Seller’s listings are essential. The Seller will have access to an inventory management sheet which allows them to fully manage their inventory. This includes viewing listing history, adding new listings, editing current listings and deleting listings from the Site. The Seller will make any edits to their inventory on this sheet. Each Business Day the Back Market team, on behalf of the Seller, will ensure that the requested edits are updated on the site.
NOTE: All lots listed for sale on Mana by Back Market must be allocated solely to Mana by Back Market, and not listed for sale on any other site or through any other channel.
Mana by Back Market enforces a maximum listing price. This maximum price may be shared with you through the back office or as a separate file. Mana by Back Market may reject listing or remove any Product lot listings that exceed this maximum price.
The Mana by Back Market will always work to alert the Seller of any listings that exceed the maximum price so that the Seller may choose to adjust their pricing or remove their product lot listing from Mana by Back Market completely.
10. Buyer Counter-Pricing Proposal
Your Product lot listing may offer the Buyer a special feature that provides the option to offer a counter price. In this event, the Buyer is able to submit an alternative pricing proposal for the purchase of your Product lot. The request will be communicated to the Mana team and then to you, via email. The choice to accept the counter-proposal or to set a new price entirely is up to you. The Seller may edit its Product lot’s price via email or by revising the Product lot’s price on the inventory management sheet.
By accepting a counter-pricing proposal, the Seller consents to the Mana by Back Market team updating its Product lot’s pricing. This pricing will then be made available to all potential Buyers on the Mana by Back Market Site. On a first-come-first-serve basis, Mana Buyers will be able to purchase your available product lots at the new listing price.
11. Order Confirmation
When a Buyer submits a request to purchase, the Mana by Back Market team will first send the Seller a request to confirm the lot’s availability. The Seller will have one (1) Business Day to confirm the Order. The Seller must reply to the original Order confirmation email or write the Mana by Back Market team at firstname.lastname@example.org, referencing the order number.
If the Seller does not confirm the Order within one (1) Business Day, the Buyer will be informed that the Order has been canceled and the Product lot listing will be removed from the Mana by Back Market Site.
NOTE: The Order confirmation email is not the fulfillment request. This step is only to ensure the lot’s availability, prior to payment being collected from the Buyer. Once the Seller has confirmed the Product lot availability, the Buyer will be asked to issue payment. The Seller will receive a second communication when the payment has been collected and the Order is ready to be fulfilled.
12. Order Cancellation
If for any reason a Seller is unable to confirm (is non-responsive or cannot fulfill) an Order placed for one of their Product lot listings, the cancellation request must be emailed to the Back Market team within one (1) Business Day from the Order confirmation being sent to the Seller. The Seller may reply to the original order confirmation email or write the Mana by Back Market team at email@example.com, referencing the Order number.
If a Seller’s Order cancellation rate exceeds 5%, Mana by Back Market may choose to clawback up to 50% of the Back Market commission rate on orders over the 5% threshold, and limit, suspend or terminate the Sellers’ ability to use Mana by Back Market. In the case of termination, the Seller is still responsible for resolving all outstanding claims and/or those that are filed from previously sold Product lots.
Sellers may not include any marketing or branded information within the packages. Inclusion of such material may result in the limiting, suspension, or termination of the Sellers’ ability to use Mana by Back Market. In the case of termination, the Seller is still responsible for resolving all outstanding claims and/or eligible claims that are later filed from previously sold Product lots.
The Products must be packaged in strong rigid outer packaging constructed of suitable material and strength. Each individual device within the package must be protected from damage during shipment.
Each package must contain the Mana by Back Market delivery slip, which is included in the email confirmation sent to you by Mana by Back Market when a shipment is ready to be fulfilled. It is essential to include this delivery slip as it provides important information for the Buyer on how to complete the Mana by Back Market Return or Refund Request Form, with Mana by Back Market. You should not include any details for the Buyer to contact you directly, this includes (but isn’t limited to) email address or phone number.
Additional best practices when shipping internationally are highlighted below.
- On the outside of the package you should have three labels:
- Lithium Battery Handling
- "Lithium-ion batteries in compliance with Section II of PI967" (This may be on the shipping label if the full language is included and should also be mentioned on the air waybill.)
- Shipping Label
- Prepare the following documents, in this order/quantity, to put inside the plastic pouch label holder on the outside of the box. Do not seal the plastic pouch.
- One extra copy of the shipping label
- One complete Template for Accompanying Lithium Battery Document
- One EEI Filing Paper (UPS required)
- Three Commercial Invoices (only required if the Shipper has not filed an Electronic Trade Document of Paperless Invoice)
- The maximum net quantity of lithium batteries or cells per package is 5kg (excluding the equipment)
14. Order Fulfillment – Buyer-Arranged Shipping
If the Seller selects to allow the Buyer to arrange shipping, upon Buyer payment and Order confirmation, Back Market will connect the Sellers and Buyer via email. At that time the Seller will have one (1) Business Day to provide the Buyer with the necessary pick-up information, including:
- Weight of the Package(s)
- Package Dimensions
- Pick-Up Address
- Available Time Slots for Pick-Up
- Additional Notes
Products must be appropriately packaged and available for pick-up within two (2) Business Days of the Buyer’s payment and Order confirmation.
Once the Order has been picked up, the Seller must provide the shipping tracking number and shipping carrier name to the Mana by Back Market team, by updating their inventory management sheet, replying to the original Order confirmation email or by writing the Mana by Back Market team at firstname.lastname@example.org, referencing the Order number. Additionally, the Seller must provide Back Market with the unique identifying number for each Product shipped (example: IMEI). Payment will only be issued when both the tracking number and unique identifiers have been received.
Note: Seller must select Seller Arranged shipping for any battery sales. Due to carrier and transport requirements, Buyer-Arranged Shipping is not supported.
15. Order Fulfillment – Seller-Arranged Shipping
Once the Buyer has completed the payment, the Seller will be provided with all Product lot fulfillment details.
- Full Name
- Business Name
- Shipping Address (Street #1, Street #1, City, State, Zip+4, Country)
- Phone Number
- Additional Notes
The Seller will have two (2) Business Day upon receiving the above shipping details to confirm shipment and the package must be scheduled to deliver within seven (7) days for shipments within the same continent and ten (10) days for International shipments (example: U.S to Europe). The Seller must provide the shipping tracking number and shipping carrier name to the Mana by Back Market team, by updating their Inventory management sheet, replying to the original Order confirmation email, or by writing the Mana by Back Market team at email@example.com, referencing the Order number. Additionally, the Seller must provide Back Market with the unique identifying number for each Product shipped (example: IMEI). Payment will only be issued when both the tracking number and unique identifiers have been received.
The Mana by Back Market team will communicate the tracking information to the Buyer.
NOTE: It is mandatory that all shipments be trackable and insured to the Product lot’s total value (equal to the amount of the sale). If the Seller ships without insurance they accept all responsibility if the lot is damaged or lost in transit.
16. Shipping Errors
Shipping Delayed when Shipped by the Seller
If the Seller is facing any delay in completing the Order fulfillment or shipping, the Seller must inform Mana by Back Market and the Buyer immediately, via email. The message should provide an explanation for the delay, the reassurance of the known urgency and updated expected delivery date.
Lost/Missing Product/Package when Shipped by the Seller
In the case a package is not received, despite the shipper’s delivery confirmation or in the event of a lost package (missing for >72 hours), the Buyer will file a claim, by submitting a Return or Refund Request (RRR) Form, with Back Market. Back Market will immediately inform the Seller. The Seller is then responsible for filing the claim with their Shipping Carrier and for working with Back Market and the Buyer to resolve the claim per the Warranty Policy below.
If after five (5) Business Days after delivery no RRR form has been filed, the shipment will be considered received and no further shipping-related claim may be filed.
Damaged Product/Package when Shipped by the Seller
In the case a package or the product inside it is received damaged from transit, the Buyer will have five (5) Business Days, from the date of delivery, to file a claim by submitting a Return or Refund Request (RRR) Form with Back Market. Back Market will immediately inform the Seller. The Seller is responsible for filing the claim with their Shipping Carrier and for working with Back Market and the Buyer to resolve the claim per the Warranty Policy below.
In the case of termination, the Seller is still responsible for resolving all outstanding claims and/or those that are filed from previously sold Product lots.
NOTE: In the event of severe weather or other unexpected events impacting the carrier's timeline, Back Market will work closely with the Buyer and Seller to resolve any shipping delays.
17. Warranty Policy
Please review the detailed Mana Warranty Policy here.
Note: Lots tagged as ‘BuyBack 4 Business’ do not qualify for the Mana standard warranty. You can review the separate BuyBack 4 Business warranty in section 4 of our warranty policy.
18. Claim Resolution
As stated in the introductory paragraph to this Quality Charter, Mana by Back Market highly values both of our customers: our Sellers and our Buyers. For every RRR claim, it is our goal to identify a resolution that is fair for both parties, and Mana by Back Market is committed to working with them to do so.
When the Seller receives a notice from Back Market of a claim, it is their responsibility to reply to the Buyer and Back Market within one (1) Business Day and propose a resolution. Seller must:
- Send replacement Products
- Send a partial/full refund (proportional to the value of the missing or damaged quantity)
NOTE: If the Buyer does not accept the proposed resolution, the Seller must allow the Buyer to select their preferred resolution method from the two options above.
As presented above, there are two (2) ways to resolve a claim. Below is a detailed explanation of the two (2) resolution methods:
- Send Replacement Products
Sellers can ship replacement Products for any faulty Products or missing quantities. The replacement Products must meet the originally intended quality standards or be of a quality mutually agreed to with the Buyer. In this case, all shipping costs and responsibilities are on the Seller.
NOTE: If the Buyer has to send back the Products a second time, the Products’ price, including the Buyer's cost of shipping, must be refunded.
- Send Partial/Full Refund
The Seller may offer the Buyer a partial or full refund of the initial payment value. In this case, Mana by Back Market will issue the Buyer the refund on the Seller's behalf. Mana by Back Market will withhold the value of the refund from the Seller's future payout(s). If the refund balance has not been covered via payout withholding within thirty (30) days, Back Market may ask the Seller to complete a payment to Back Market for the remaining value. If this is not done, Back Market will file a claim with Stripe to ask that the payment be withdrawn from the Seller's account.
Please reach out to the Mana by Back Market team for any questions or assistance at firstname.lastname@example.org.
19. Onboarding & Offboarding
When Mana by Back Market accepts each Seller’s registration, we will run a series of test orders with you to ensure your comfort with the sales and fulfillment process before being made live. During that time, the Mana by Back Market team will also be available to help clarify any questions you have related to this Charter or the sales and fulfillment process.
If at any time, you as a Seller wish to remove your inventory from our Site or to delete your account completely, we require that a written request be sent to email@example.com. Your request will be honored within two (2) Business Days.
If your offboarding is a result of Back Market's decision to terminate your account’s access to the Site, we will alert you immediately.
In both of the above cases, the Seller remains responsible for fulfilling any pending Orders and for resolving all outstanding claims and/or those that are filed from previously sold Product lots.
20. BuyBack 4 Business
BuyBack 4 Business lots are covered by a warranty seperate to that of the Mana standard warranty. All lots tagged ‘BuyBack 4 Business’ will fall under section 4 of the warranty policy.
The BuyBack 4 Business warranty covers the following cases involving your order:
- Missing devices
- Locked devices (iCloud, Android, Gmail, BIOS password or other types of account locks or passwords preventing full access of the operating system)
- Wrong devices (different model than what was described);
- Devices described as functional arriving as non-functional
- A non-functional device is described as one that does not power on OR the operating system is not accessible (ex. the device is stuck in a boot loop)
If any of the cases outlined above apply to the shipment you received, please file an RRR within five (5) Business Days from the date of delivery.
Within two (2) Business Days, Mana by Back Market will review the RRR and clarify any questions with the Buyer. Mana by Back Market will then reach out to the Seller to inform them of the claim. The Seller will have one (1) Business Day to respond to the claim and propose a resolution of either sending a partial or full refund for the devices in question (proportionate to the value of the missing, locked, incorrectly described, or incorrectly graded quantity).
If one (1) or more of the four (4) cases outlined in the BuyBack 4 Business warranty policy arises, a new price for the device(s) in question may be offered by the Buyer. If the Seller is not happy with the newly proposed price they may opt to have the products returned at cost to them.