Your store

Your store represents you and your business to the Avoy community. It’s important that your store is managed well so that we can collectively continue to build trust in our shared marketplace.

Your brand and story
Avoy actively promotes the businesses and brands that sell on our marketplace. Sellers are encouraged to share their authentic stories, highlighting their passion, inspiration, and journey behind their products. Be transparent and truthful in conveying information about the brand’s history, values, and mission. It’s important to articulate what makes your brand and products stand out from others. Highlight any ethical, sustainable, or responsible practices associated with your brand. This can include information about sourcing, manufacturing processes, and community involvement.

Your profile picture and store logo
We highly encourage you to upload a profile picture. Your face humanizes your expertise and builds trust fast. People tend to treat others humanely when they can see that the other person is, well, another person. Feel free to personalize your profile picture to show your personality or your broader life. You also have the option to upload a store logo so that the storefront also has a professional feel.

What can be sold
Avoy is a diverse marketplace that sells a variety of handmade, eco-friendly, and value-driven products. While you can sell almost anything on Avoy, our marketplace is also required to comply with local legal regulations. Avoy reviews items during the seller application process and confirms with the seller that their items can be sold prior to the store opening on Avoy.

We currently do not allow dropshipping or print on demand products to be sold on Avoy. The seller must be responsible for shipping and handling returns for the exact product purchased by the buyer.

Prohibited items

  • Alcohol
  • Raw meat
  • Cigarettes, e-cigarettes, cigars, and chewing tobacco
  • Unsafe supplements and weight loss products
  • Devices, drugs, and medications that require a prescription from a licensed medical practitioner (such as a dentist, doctor, optometrist, or veterinarian)
  • Live animals, wildlife, and plants
  • Counterfeit or replica items
  • Weapons (including firearms), ammunition, and explosives
  • Adult products: Including pornographic materials and toys

Members may flag listings that appear to violate policies for Avoy’s review. If a listing does not meet our guidelines, Avoy will contact the seller to resolve the matter and reserves the right to deactivate an item if the seller does not respond in a timely manner. A seller can appeal a decision to deactivate with Avoy.

Store category
Each store can be listed in multiple store categories for buyers to discover them through these categories. 

Sustainable:

  • Zero waste
  • Upcycled
  • Reusable and recyclable 
  • Made from eco friendly materials: cotton, linen, hemp, bamboo, paper, cardboard
  • Biodegradable

Handmade: Made by seller with machine assistance and in small batches. No production partner.

Fair Trade:

  • Decent working conditions for employees
  • Fair, living wages 
  • Seeks to improve community 

Made to order: Personalized by the buyer and made by the seller with machine assistance. No print on demand.

Clean ingredient: 

  • Organic
  • Natural ingredients
  • Non-toxic

Cruelty free: Products not tested on animals and does not contain animal ingredients.

Please only list your store in the categories that are applicable. If you have any questions about these categories, please contact our customer care team.

Honest and accurate information
To ensure a transparent and trustworthy marketplace experience, all sellers are required to provide honest and accurate information in their listings and information in their store. This commitment to integrity is crucial to building strong customer relationships and maintaining the overall credibility of our platform.

  • Accurate Descriptions: Clearly describe your products in a truthful and accurate manner. Provide precise information about their features, specifications, dimensions, and any included components.
  • High-Quality Imagery: Utilize high-quality images that accurately represent the products you are selling. Photos must be your own and of the product that is being sold; refrain from using stock images. Images should showcase the actual appearance, color, and condition of the items.
  • Pricing Transparency: Clearly state the prices of your products, including any applicable taxes, fees, and shipping costs. Avoid hidden fees or misleading pricing tactics.
  • Availability: Ensure that the availability of your products is accurately reflected in your listings. Promptly update or remove listings for products that are no longer available.
  • Condition and Quality: Honestly represent the condition and quality of your products. If items are used, refurbished, or have imperfections, provide clear details about their condition.
  • Material Information: If your products contain any potential allergens, hazardous materials, or specific care instructions, disclose this information to customers.
  • Post-purchase: Proactively provide information that customers might need, such as care instructions, additional product recommendations, or usage tips.

Ready to ship
Products are typically listed with their current availability status and a ready to ship timeline. This timeline is the processing time from when the buyer makes the purchase until the seller ships the item. Made to order items typically have a longer ready to ship time.

Shipping policy
Every store is required to have a shipping policy that sets a customer experience expectation with buyers.

  • Detail the shipping methods available, such as standard, expedited, or international shipping.
  • Explain the estimated delivery times for each method, including any caveats due to weekends or holidays.
  • Inform customers whether tracking numbers will be provided for their orders.
  • This is also an opportunity to highlight any eco-friendly or sustainable packaging practices.

If your store sells items that are fragile, remember to mention how products will be packaged to ensure their safety during shipping.

Refund policy
We highly recommend that stores accept returns to attract more buyers, though you do not have to. This is especially important when items are priced higher.

  • Define the circumstances under which customers are eligible for a refund. This could include scenarios such as damaged or defective products.
  • Describe the available refund options, such as full refunds, partial refunds, store credits, or exchanges. Explain under what circumstances each option would be offered.
  • Clarify who is responsible for return shipping costs. State whether the seller covers return shipping for damaged or incorrect items and provide instructions for the return process.
  • Define when the refund will be given (e.g. after an item has been returned).

Payment
All payment for products must go through Avoy’s marketplace checkout process. We do not recognize orders that are placed outside of the Avoy platform.

Badges
Stores earn different badges when they reach certain levels of accomplishments. These badges help your store stand out in the marketplace and is another indicator of trust to buyers.


Customer experience

Sellers must provide great customer service to buyers to maintain the trust and integrity of the marketplace. We all commit to a high level of quality. While general conduct is outlined in our Community Guidelines, these guidelines address the customer experience while shopping at your store.

Order status
The status of the order must be kept up to date. Order statuses lets you and the customer know how far along the order is, starting with “On hold” and ending with “Completed.” Your customer will get an automatic email with each change of order status. Avoy requires orders to be accepted within 7 days or the order will get cancelled.

Communicate changes early
Sometimes, an order cannot be completed as expected. It is important that sellers manage expectations of the customer early. Transparency about changes can help prevent frustration.

  • If there are unexpected delays in processing or shipping an order, sellers should promptly notify customers.
  • Sellers should know how to handle order cancellation requests from customers. This includes scenarios where customers change their minds before the order is shipped.
  • Sellers should have a way for handling address change requests from customers after an order has been placed.
  • If an order includes multiple items and some are ready to ship while others are not, sellers should communicate the possibility of partial shipments. Provide clear information about which items will be shipped first and when customers can expect the remaining items.
  • If any items in an order are out of stock or unavailable, sellers should have a policy in place to inform customers about the issue and offer alternatives, such as backorders, refunds, or replacements.
  • Sellers should be prepared to handle cases where customers claim non-delivery of their order. Having a policy for investigating and resolving such cases ensures that customers receive their orders or appropriate refunds.

If in the event you are unable to meet your own store policies, you will need to consider offering a coupon, going above and beyond with the order, or refunding the customer and then change store policies as needed.

Making a connection
At Avoy, we encourage sellers to think beyond the transaction. Some ways to do that is to include thoughtful touches such as handwritten notes, special packaging, or small surprises to delight customers. Even simply introducing yourself via messages adds a personal touch.

Respond promptly to customer inquiries, concerns, and feedback. A quick and helpful response demonstrates your dedication.

Privacy and personal information
You bear the responsibility of safeguarding the personal information of members that you obtain or handle as part of selling on the marketplace. It is imperative that you adhere to all pertinent legal requirements. This encompasses compliance with data protection and privacy regulations that dictate the permissible use of personal information on Avoy.

Reviews
Reviews are a great way to build a reputation on Avoy. It’s oftentimes a positive moment for both sellers and buyers at the end of the customer journey. After the sale, Avoy will follow up with customers to gauge their satisfaction through reviews. Sellers can also be proactive about reviews by checking that a customer has received the product and if they’re happy with their purchase.

Dealing with unfair reviews is a common challenge for sellers. While it can be frustrating, it’s essential to handle such situations professionally and constructively. If the customer’s complaint is legitimate, provide solutions or remedies to address the problem. This could involve offering a replacement, refund, or other appropriate resolution. Keep your response concise and to the point. Avoid getting into lengthy debates or excessive explanations.

If a review violates the Avoy’s guidelines (e.g., contains offensive language, false information), report it to the support team for review and potential removal.

Conflict resolution

Usually, purchases on Avoy are smooth sailing. When conflicts happen, it’s important to try and resolve the issue with the buyer directly at the beginning. Your commitment to resolving conflicts with buyers in a fair and constructive manner plays a crucial role in maintaining customer satisfaction and fostering long-lasting relationships. If you and the buyer have not reached a solution within 48 hrs, the buyer can ask for Avoy to step in to resolve the conflict.

Case management
At Avoy, the case management system is how buyers let us know if they have a problem with an order that they can’t solve with a seller. We step in to mediate and find a solution. We find that more often than not, conflicts arise out of misaligned expectations and misunderstanding. Resolutions may include a discount, partial refund, full refund, or replacement.

Avoy reserves the right to resolve an order issue after a 48-hour window from when the case was opened for circumstances including, but not limited to, seller inactivity, harassment, false information, and harassment. Once a decision has been reached by Avoy’s team, it is considered final.

Documentation and evidence
We operate on an assumption of innocence first. Providing clear and relevant documentation is essential to ensure a fair and accurate resolution process. This includes but is not limited to:

  • Order information
  • Communication history
  • Store policies
  • Shipping documentation (receipts, proof of tracking numbers and delivery)
  • Relevant timeframes

Avoy’s team will conduct a fair and impartial review of the conflict, taking into account all relevant information and evidence provided by both parties.

Seller protection
As long as you fulfill your service commitments to ensure positive shopping experiences, we will safeguard you from unfair buyer conduct and unforeseen circumstances beyond your control. We commit to communicating any issues with you directly and giving you the chance to address them first.

If Avoy finds a buyer’s behavior is abusive, we will take action on the buyer and remove negative and neutral feedback from your store. This will be taken into account in any open cases against your store.

We will protect you by removing negative and neutral feedback when things happen that are outside your control, such as weather or carrier delays, or when the item arrives late but tracking shows you shipped on time.

Avoy has measures to detect and prevent fraudulent activities, such as fake orders, unauthorized account access, and payment fraud. Sellers should feel confident that their transactions are secure.

Thank you for your ongoing commitment to providing exceptional customer experiences and for being an integral part of the Avoy community.

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