In order to sell on Wruff Stuff, vendors agree to provide a great customer experience, every time a buyer engages with their services. When buyers make a purchase, they trust that they will receive their order in a timely manner, and that their item(s) will be as they were described on Wruff Stuff.

Sellers are expected to:

• Prepare and dispatch orders within the stated processing times and “dispatch by” date
• Accurately depict their items on Wruff Stuff through listing descriptions and images
• Respond to buyers messages and answer any questions promptly
• Treat buyers and fellow sellers with respect and courtesy

How a seller’s customer service performance is measured

To help sellers maintain a level of great customer service, we measure the Order Dissatisfaction Rate (ODR) for all sellers on Wruff Stuff.

A seller’s ODR is a reliable measurement of the quality of customer service that seller provides to their buyers. ODR is the percentage of orders that have a review of two stars or less or an opened case over a given period of time.

All sellers must maintain an Order Dissatisfaction Rate of less than 1% to sell on Wruff Stuff.

What happens if a seller doesn’t meet these standards

We recognise that, despite a seller’s best efforts, some orders will not go as expected and may result in a low review or case.

If a seller exceeds the acceptable ODR threshold or displays a pattern of customer service issues, Wruff Stuff’s Trust & Safety team may reach out with a Customer Service Warning. For sellers otherwise compliant with Wruff Stuff’s policies and expectations, warnings will only be sent if a seller meets all of the following criteria:

• Has an Order Dissatisfaction Rate that is 1% or higher
• Has at least three orders with a case or low review since the seller’s first sale
• Has two or more orders placed within a 60 day evaluation period that resulted in a case or low review

Sellers that receive a Customer Service Warning will have access to a complete summary of their customer service performance to help them improve their seller’s Order Dissatisfaction Rate with future orders.

If a seller’s Order Dissatisfaction Rate rises or falls dramatically before a 90 day evaluation period is complete, Wruff Stuff may reevaluate performance sooner.

If a seller continues to exceed Wruff Stuff’s allowable Order Dissatisfaction Rate or otherwise fails to demonstrate the level of customer service we expect, we may investigate and take action, including permanent revocation of buying and selling privileges in any account they may hold. Sellers that have never provided strong customer service are eligible for permanent suspension at any time.