Overgear Sellers are shaping the customer’s opinion on our website, and for the customer to come back and purchase the service from you again, this opinion should remain positive, better yet, for the customer to be excited to return to you.
To maintain the service quality standards, we have to ask the sellers to respect the regulation paragraphs of which will be detailed in this article.
Сompliance or non-compliance with paragraphs of this regulation will directly impact the position of your offers in the listing.
Sellers’ positions in the listing are redeployed once a week, every Thursday.
Standards of service
These are the main determinants on which the listing of the top 10 offers will be formed. The following criteria are placed in order of importance and impact on the listing positions.
- Response time is the most important criterion. If a customer has not received a response within 30 seconds, he will contact another seller and after 2 minutes without a response will leave the website. The average response time is calculated automatically based on the dialogues opened over the last 7 days.
Sellers, being online, with a response time of more than 3 minutes will receive a warning and after 3 consecutive warnings, the Seller’s status will be revoked.
We greatly appreciate the sellers who have been working with us for a long time having a lot of reviews and high ratings. When there are more than 800 reviews and a rating of 4.95 you are guaranteed to be in the top 10 offers, further sorting depends on the response time and other criteria:
- The number of new chats / delivered orders.
The basis for this category shows the consistency in frequency and quality of the seller. The more orders you deliver, the higher your listing position will be. This is based on getting more reviews as you complete more orders. If the quality of the orders is high, the higher the rating will be.
- The dialogue quality. We review the dialogues between users regularly. The quality of communication with the customer heavily impacts the customer’s decision to “come back here” or “try a service somewhere else”, even if the order delivery itself was provided perfectly.
A few tips:
a) Always welcome the client with a separate message before you get started on answering the main question;
b) Introduce yourself;
c) Do not write one word at a time in the messages, if it is not a greeting, try to formulate a sentence at once;
d) Do not respond in a pattern, show kindness;
e) Do not respond to messages with a «no» or «don’t know», even if you can’t help the customer, briefly explain why you can't do it and apologize;
f) Do not make the customer look for “anything”, give the link to your product first;
g) Always say “Goodbye” to the customer before you go.
- The Price. You can always check the average market price for the service in accordance with the official account — OvergearSales.
The price also has a strong effect on your positioning in the listing. If your price is higher than the recommended one, it won’t be possible to get the top positions in the list, and if you set the price lower than the minimum, these offers will be removed. You will be warned and in case of consecutive warnings — banned. Sellers are not allowed to set the price lower than 10% of the OvergearSales account.
The price displayed in the listing must be equal to the price of the main offer. It means that if you are selling a Mythic +10 for 27 Euros, the price in the listing must be 27 Euros. Disable min. price function will be turned off in all categories. Offers that violate this rule will be removed.
Summary. Abiding by each paragraph of the regulation practically guarantees you a place in the top-10. It is necessary not only to respond quickly but also to be able to guide the customer from the first message to the «Buy now» button.
Information on the response time and the amount of sales can be requested from the administrator.
Standards for placing offers in the listing
The description of your service is as important as the headline. It performs 3 main functions:
- Answer the customer’s question «What do I get?»
- Build the customer’s confidence and trust you as a seller
- Save your time
Each seller is required to read the set of rules and guidelines when posting their offers on Overgear.
- Clear and understandable description
The published offer must contain a clear and detailed description of the service.
For example, if this is a raid or a dungeon run, you must indicate what precisely the client receives for the specified price, what gear, level, items, achievements, etc. If you do not guarantee some special achievements or items, please also indicate it.
The offers should not contain sentences with the title "Dungeon", "Leveling" and the description "All questions in the private messages".
- Incorrect price and pricing using additional options
You are not allowed to set offers that do not relate to the description of the product. The function of setting a product price from the additional options is not allowed if the required base price is set in the section.
The customer expects to receive the service described in the offer for the set price.
It is forbidden to offer goods and services for free that should be paid on Overgear.
It is forbidden to post a “Selfplay” option separately. There is already a built-in toolkit if you would like to provide both piloted and selfplay options for customers.
- Ignoring buyers
When placing offers, you must be prepared that the buyer can contact you any time. If you are online and do not systematically respond to customers, your account may be subject to restrictions. This involves downgrading your offers, removing them or completely blocking your account.
- Dumping prices
You are not allowed to set a price that goes below 10% of the OvergearSales’ account set price.
A gradual price reduction is an inevitable process but do not rush to set the price lower than a competitor. It is better to set the average market price.
- Publishing a set of similar products
It is forbidden to clutter up the catalog and publish offers within the same category, or repeating the previous ones (exceptions: offers for different factions/servers).
- Options not related to the main service of the offer
Additional options should be directly related to the described service. If you would like to post links to your other services you can place them in the main body of the offer, for example, in the end of the text.
- Personal contact information
Placing your personal contact information in the offer description, as well as sending it via chat, is strictly prohibited on Overgear. If you have problems with order fulfillment, online chat or a buyer, please contact our support team by sending a message to email@example.com.
- Placing offers with deliberately false information
The seller should only publish information that can and will be carried out. If there is a set date for a raid run, the raid must be completed at the set time by all means necessary. Offers containing false information are strictly prohibited and violation of this rule will lead to the customers getting refunds and sanctions to be implemented.
- Copying offers from other sellers
Overgear is against plagiarism. We appreciate the time and work of our sellers. When creating your product, use your imagination or at least borrow a description from third-party sources rewriting it in your own words.
- Cheat reviews
It is strictly prohibited to manipulate reviews to create false statistics. If you buy your own products from an alternative account, it will be deemed as cheating. In case of violation, all reviews will be deleted, and the seller will be issued a warning.
- Obscene language
It is forbidden to place offers including obscene language in the title or description. Also, always be polite to the customer!
If the seller violates one or more rules, the penalties will be applied to him. All his offers will be displayed at the bottom of the product catalog, regardless of the selected sortings.
-8 positions in the catalog
-2 positions in the catalog
-2 positions in the catalog
-5 positions in the catalog
Points can be added up if the seller violated 2 or more points. The infringed product will be removed from publication, and the seller will be notified about it. Restrictions can be lifted after product fixes.
In some cases, the administration reserves the right to remove the product completely, as well as block the seller temporarily or permanently.