Global Seller FAQ

Your seller account may be inactive because it was recently created. For quality assurance, we ask sellers to begin the process by uploading product in the Seller Portal. Once a few products have been uploaded, we will review your listings and correct any potential mishaps in the process. This quality assurance procedure has effectively helped many sellers start off on the right foot, and has helped to produce more sales. Once you have created your items, they will appear as disabled until your seller account has been activated. Our Account Manager will verify your items and then activate your account so that you can begin selling in our Marketplace platform.

If you have any questions, you may contact our support team at marketplacesupport@newegg.com.

• Courtesy refund is used when you want to issue a partial refund to the customer as a courtesy from your company, without requiring the customer to return the product.
• RMA refund is used when you require our customer to return the merchandise back to you. Because of the complexity and long lead time in return shipping to a location that is outside of the US for our customers, we require global seller to utilize Newegg Return Service, provide customer with a return location in US, or make exception to allow customers to receive refund on approved RMAs without having to ship the merchandise back to seller or shipper. Information on Newegg Return Service can be found here.

Please Note: Courtesy Refund does not refund commission back to you because it is a courtesy from your company and it does not refund sales tax (if applicable) back to the customer. So we encourage our sellers to use RMA Refund whenever possible.

Yes. Newegg has a strong and dedicated fraud prevention department. Our team of professionals, using state-of-the-art fraud prevention tools, manages millions of transactions a year. Newegg will be responsible for protection of every transaction and seek to obtain reasonable legal protection when required.

1. You can take advantage of International Express mail service, within 48 hours after receipt of the order, and send this way to ensure consumers receive your product in 5-7 working days. Once you send the package, please remember to upload the parcel waybill numbers to the Newegg system within 24 hours to ensure you receive proper credit for the order

2. You can ship directly to Newegg U.S. logistics center through our third party logistics service. Newegg’s SBN (Shipped By Newegg) service enables your products to be stored at our warehouses and quickly shipped to consumers. In most cases, they will receive your product within 3 days of ordering.

• SBN is Newegg’s logistics service which provides warehousing and transportation logistics services at industry leading best prices.

• Products are sent to Newegg’s warehouse. After shipped to a customer, Newegg only charges for each parcel sent according to the weight charge and order processing service fee.

• If products need to be shipped via Free Shipping, such as for a promotion to consumers, SBN will charge a processing fee (Free Shipping Enabler) on top of normal weight charges.

• If you are already selling in the United States through other sales channels, you can also use Shipped By Newegg logistics services to warehouse and ship the orders you send to consumers. The SBN logistics services send your customer’s orders out within 24 hours of completion of the order.

• SBN gives you access to a vendor management platform (Seller Portal) for inventory management.

• First From Asia sellers can enjoy a special six-month free storage program (no storage fee for first six month).

The Newegg Marketplace third-party seller rating system is 1 to 5 eggs, with 5 eggs being the best. After a customer has ordered from a third party seller, the customer has 60 days to leave comments, feedback, and ratings to inform other customers about their experience. We consider 4 to 5 egg ratings as positive experiences, 3 is neutral, and 1 to 2 eggs are negative experiences. A third-party seller’s average rating will appear alongside their name on Newegg site. See our completed seller review Posting Policy.

Most sellers will receive some negative feedback at one time or another. If you have large number of negative feedback, you may want to review your business practices and adjust to the demands of your customers. When you receive a negative feedback, there are several ways you can respond:

• Learn from it: Each negative feedback remark is a great opportunity to learn about and improve your operational practices. When you are signed in your seller account on Seller Portal, you can see the customer’s name and the associated order numbers. Review the order which received the negative feedback, fix any underlying problems in your operation, and move on.
• Ask the buyer to remove the feedback: If you want to respond to negative feedback, the best option is to work with the customer to improve the situation that led to the negative feedback. Then, ask the customer to remove the feedback. To do this, contact the customer with concern over the problem, and remedy it if possible. If you develop a positive relationship, ask the customer to remove the feedback. When contacting a customer, always keep in mind that pressuring a customer is unacceptable and a violation of our policies.
• How to remove seller feedback
  Log in to Newegg.com -> Go to “Order History” and find the order with feedback you would like to remove -> click the submitted feedback link (eggs) -> Click “Delete” button on the right.
• Leave a response to the feedback: If you cannot work with the customer to remove the feedback, leave a professional and positive comment in response to the feedback, and move on. Always keep in mind that inappropriate response is unacceptable and a violation of our policies.
• How to leave a response to the feedback
  Log in to Newegg Seller Portal -> Click “Customer Rating Report” under “Business Report” -> Select the feedback you would like to respond, click “Respond” button to reply. If the buyer eventually decides to remove the feedback they left, your response will automatically be removed.

We focus on both seller’s average feedback rating as well as the number of orders which have negative feedback ratings as a percentage of total order count as an indicator of seller performance. Seller should maintain overall average seller feedback rating at above 3 egg level.

Newegg places customer experience as of highest importance. We have established acceptable standards on customer experience related performance metrics so millions of Newegg value customers can shop with a sense of safety and security from our third party seller community. We at Newegg are constantly searching for new ways to improve our customer experience and we are updating the standard and target on our third party seller’s performance metrics from time to time accordingly. To find out the most updated standards on seller performance metrics, click here. Here are some tips for the best practice:

• All orders must be shipped within 3 business days of receiving order from Newegg. To ensure optimum customer experience, having orders shipped out within 1 – 2 business day(s) with order tracking numbers updated would be highly recommended. Orders will be voided automatically if not being fulfilled within 3 business days and such voids will contribute to seller’s order per-fulfillment void ratio.
• All sellers must maintain sales order pre-fulfillment void ratio not exceeding 2.5%. Pre-Fulfillment void ratio is the number of orders voided by a seller prior to ship confirms divided by the number of total orders the seller received from Newegg.
• Maintain positive overall customer feedback ratings. 4 to 5 egg rating considered as positive rating, 3 egg rating considered as neutral, and the ratings with less than 3 eggs considered as negative.
• Orders with negative customer feedback ratings OR orders with refund RMA OR both are considered as orders without meeting customer’s expectation. Those orders are defined as defect orders. All sellers must maintain the overall ratio of defect orders among all the orders sellers fulfilled during the time period not exceeding 3%.
• All customer emails must be responded to within 1 business day of receipt. Slow responding to customer emails on any order issues likely causes customer to leave negative feedback and ratings.