Starting on May 1, 2006, 2CO will not convey, and the vendor has no liability for, extra charges if a dispute reason is “fraud.” However, vendors will be charged a fee of $50 if 2CO rejects an order, and you, the vendor, are working separately with that customer to fulfill it over and above 2CO objections. Additionally, if there is a service-related charge, for example if a product is not delivered, or is not ‘as advertised,’ there will be new increases in fees.

If you are shipping expensive items, use a package service that provides proof of delivery. There will always be some customers out there who falsely claim that a package was not received (and occasionally there will be packages that truly are lost or stolen). Since you bear the responsibility for those losses, you should take care not to put large amounts of money at risk.

-Hint: The US Post Office provides insurance on packages for a small fee that has an effect of making the receiver of the package provide a signature to indicate that the parcel arrived undamaged. Signature confirmation is also available from other national and global carriers.

*Be accessible! Respond to 2CO requests for information promptly. Check your open issues at least once per day. Provide links to 2CO’s ticket system, open issue interface and telephone number as part of your ‘Contact Us’ page.

*Be sure that customers are completely familiar with your offering before they order. Thoroughly describe your offering, show photos, and disclose any important limitations. Ensuring the customer’s expectations match what arrives in the mail will save you and the customer time, money and aggravation.