Service Status and Rating Policies

(English translation*)

Most sales are going smoothly. Provide a positive shopping experience for your customers by observing the following:

Be helpful, friendly and professional throughout the transaction process.
Respond instantly to buyer inquiries and resolve issues instantly.
Send your articles on time, no more than five working days.
Specify who should pay the cost of returning an item. Usually sellers cover these costs.
Make sure that the items arrive at the buyer as described in the offer.
If buyers are dissatisfied and leave a negative or neutral feedback, or contact LastDraw support, you should try to resolve the problem as soon as possible and to the buyer's satisfaction.
Manage your inventory carefully so that your items are always in stock and available.

Occasionally problems arise anyway - the deficiencies relevant to the calculation of your service status will be displayed in your LastDraw shop account.

This principle explains the conditions under which we adjust your service status and your ratings.

How is the service status determined?

The seller standards are mainly based on the expectations of our buyers:

on-time delivery of purchased items
best possible customer service and
help with problems.

We calculate your service status based on the LastDraw seller standards. 2 criteria are taken into account:

Error rate

Cases that were decided to the disadvantage of the seller
Items that were canceled because the item was not available
Delayed shipping

Can an objection be lodged against shortcomings in the timely dispatch or against reviews?

Automatically removed

We automatically remove shortcomings and ratings and adjust your quota for timely dispatch in the following situations:

A defect, a review or an error in timely dispatch was the direct result of a system error on the LastDraw website or a LastDraw program error.
The last delivery date specified in the offer has been shortened, measured against the longest delivery times guaranteed by the shipping service provider, and the shipment tracking shows that the item was delivered on time as a result.
The buyer is violating the abuse policy and LastDraw has taken action against the buyer.
LastDraw has closed a buyer protection case in favor of the seller or has rejected an objection in favor of the seller.
LastDraw instructs you to hold a delivery or initiate the cancellation of the transaction.
LastDraw can use a valid tracking number to determine that the error, rating or late delivery was directly caused by system-related shipping or communication disruptions. Examples of this are significant delays in processing by the parcel service, delays in customs clearance or weather-related power outages.

Can’t be removed

We may remove a review that violates the LastDraw principles, such as: B. Contains obscene phrases or links. However, other shortcomings are not necessarily addressed.
Objections to late dispatch will not be accepted if this is done without a tracking number and we cannot verify that the goods have been processed and delivered on time.

Manual Review

In the following situations, deficiencies, ratings, or late delivery deficiencies will be checked manually. Sellers must request this within 90 days.

Before the shortcomings appear, the seller uploads a valid tracking number to LastDraw, which proves that the item was shipped within the specified processing time or that the item was delivered on the expected delivery date. However, the rate for on-time shipping was not automatically adjusted because the shipment tracking of the shipping service provider is not integrated into LastDraw.
We will rate cases where a delivery attempt has failed as "delivered" and use this as a basis for deciding to remove reviews and adjust the timely shipping rate.
These are reviews with inappropriate content, e.g. B. offensive, vulgar or hateful formulations. Even if comments are removed, the rating point is retained.

We take various measures against sellers who violate our policies and guidelines or have tampered with their service status, including:

restoring removed shortcomings or ratings,
a lock for future removal of shortcomings, reviews, or adjusting their quota for timely shipping,
restricting your purchase - or sales rights with LastDraw
the blocking of your LastDraw account.

Why does LastDraw have this principle?

We adjust the service status of a seller if our systems or the tracking of the shipment by the parcel service clearly show that the seller has taken all necessary steps in the transaction and that the classification as shortcomings, a negative or neutral rating or late delivery is incorrectly whiteness took place.

*This translation is provided for the Customer’s convenience only. The German language version, not the translation shall be legally binding on the Parties. The German language version and not its translation(s) will govern in the event of a conflict between the German language version and a translation.