Account policies
1.) Vacation
a. If you need to turn your RealArb sales off for any reason, please reach out to your account manager directly. This will prevent any technical issue that could occur. Please confirm with your manager the account is off.
b. RealArb is not required to hold the data, listings, or brands for you while your account is off. Upon your return your previous data may not be available. Moving forward you may have to work with new data.
2.) Privacy
a. Please refrain from sharing any and all personal or sensitive information with others.
b. RealArb is only able to answer questions or grant requests in regards to your individual account. Anything related to your account must be from you. RealArb cannot and will not reply to questions or accommodate requests, that do not pertain to your individual account.
3.) Sales Volume
a. If you are doing too many or too little sales please let us know. RealArb can scale you up or down in sales volume. When considering a sales volume adjustment, please consider the following. Failure to consider the following may lead to marketplace account health issues.
i. How many sales can you handle moving forward from a financial stand point.
ii. How many sales can you handle moving forward from a work load stand point.
iii. Account based velocity limits. These can be in regards to units sold or revenue generated. 4.) Order Management
a. It is the RealArb client’s responsibility to buy items that have sold in a timely manner. Failure to do so may lead to a high cancellation rate of orders. A high cancellation rate caused by this may lead to termination of your RealArb account.
5.) RealArb Solutions
a. If you are experiencing issues in any regards please inform us right away. While our system is highly accurate occasionally edge cases arise. It is our number one priority to resolve these as quickly as possible, but we cannot resolve them without knowing about them in a timely fashion.
b. For any perceived issue please submit the order and sku via your “Create Order/Sku Problem” page on your RealArb dashboard.
6.) Mandatory Shipping Settings
a. At this time we require certain settings and standards for each individual marketplace’s shipping settings. Failure to abide by these required shipping settings may lead to account suspension or termination. To make sure your shipping settings are set properly please refer to the RealArb set up article for the appropriate marketplace: https://realarb.freshdesk.com/support/solutions/folders/67000353835
7.) Amazon Velocity limits
Our number one priority as a company is to keep our clients amazon accounts healthy. In regards to amazon they have a term/rule called “velocity limits.” If your amazon account has never consistently done a higher number of sales per day and then you start doing a high number of sales per day, amazon will shut you down. In order to avoid this complication we will progress your account very strategically. Amazons Velocity limit policy: https://sellercentral.amazon.com/gp/help/external/200320980?language=en-US&ref=mpbc_3485871_cont_200320980
8.) Profit Fluctuations
While we would like to see every client make a healthy profit there are a host of variables that can make a client’s profit higher or lower than anticipated. While we do not charge you extra when you are able to profit more we also are unable to offer discounts if you do not profit your anticipated amount on a sale. We cannot adjust systematically or address issues on an individual order level. RealArb can only address issues with the overall averages of your profit margins.
9.) Communications with Realarb
Please keep all communications with Realarb as clear and organized as possible. We can only answer questions that have to do with our system and the service we provide. We cannot and will not provide help in regards to anything that is not having to do with our services or system.
10.) Termination
This is a “at will” agreement and relationship, meaning RealArb shall have the right to immediately terminate a client’s RealArb account at any time for any cause.
Billing Policies
- When issued your Realarb invoice you will have 3 business days to pay. If not paid in 3 business days your account will be suspended until payment is received.
- Realarb issues you your bill twice a month.
a. On the first business day of the month
b. On the first business day after the 15th of every month
c. New Clients – New clients who have not previously received an invoice from RealArb will still need to abide by the time frames in a. and b. above, for their first invoice, regardless of when they started selling using the RealArb system. - The RealArb fee will vary based on custom settings/requirements per unique order and marketplace. For a detailed breakdown of your exact settings for your RealArb fees please reach out to Support@realarb.com.
a. When calculating your fee RealArb will not include the sales tax a customer paid you for the order on the marketplace. - Once a bill is issued we can not change it due to returns/cancels that were not submitted or processed on your marketplace on time. Any cancels and returns that are not entered on time will be accounted for in the following RealArb billing period.
- Cancelled orders, returned orders and concessions – The status cancelled or refunded will be imported directly from your marketplace account into our system for the corresponding RealArb orders. This status from the marketplace will be used to determine the billing implementation needed. RealArb is only able to apply concessions to orders using the status from the marketplace.
5a. Order date with a cancelled or refunded date in the same billing period – If an order was cancelled or returned in the same billing period when the order was placed by the customer you will not be charged the RealArb fee for that order.
5b. Concessions – When a charge was applied to your invoice for an order that was then cancelled or refunded to the customer in a different billing period from when the order was placed by the customer, you will receive a concession or refund of the RealArb software fee in the billing period when the order was cancelled or refunded.
5c. Selling Returns: Any returned item a client intends to sell instead of returning to the source will not qualify for a waive or concession of the RealArb software service fee from the original sale.
5d. Concessions of the RealArb fee only apply to clients that are currently active on the RealArb program.
5e. If a client feels there is a mistake on their invoice it is the clients responsibility to point it out and make RealArb aware of it within 90 days of the order date. Any mistake not reported within 90 days will not qualify for a concession of the RealArb fee.
5f. All Returns and Cancels that a client wishes to be reimbursed for must be submitted on their marketplace account, within 90 days of the order date in order to qualify for a concession of the RealArb software fee. - A client can not submit an order for a concession of our software fee on the day invoices are created and sent out. This can create issues within our billing system. If a client does update an order in their dashboard on the day invoices are created and sent out to clients they may not receive a concession for that order.
- We are only responsible for providing the agreed upon data and reserve the right to remove data/sources/listings at anytime.
RealArb Exclusivity policy
- Definitions
(a) “Data” this includes but is not limited to brands, documentation, items, listings, sources, retailers that RealArb maintains and uses to generate ecommerce sales
(b) “Software” meaning the computer programs leading to the data
(c) “Client” receiving party of RealArb data or software service
(d) “Use” executing the data or software for any commercial purpose
- Title To Software
RealArb retains title to and ownership of the software and all data, databases, enhancements, modifications and updates of the software
- Duplicate allocation of data
All data agreed upon between a client and RealArb will remain exclusively that client’s data and will not be given to any other RealArb client while actively in use.
- Confidentiality
i. Attempts to take any RealArb data in any form and utilize said data outside of the RealArb program will lead to immediate account termination and immediate legal action.
ii. Client will treat the software as proprietary information and trade secrets belonging to RealArb that is being made available to the client in confidence. All clients are required to treat the RealArb software with at least the same care as they treat their own confidential or proprietary information.
iii. Any source that RealArb maintains and offers to clients as a source of data cannot be used by clients in any other form other then through the RealArb program. If utilizing a source that RealArb maintains prior to signing up with RealArb, a client may be asked to stop. Failure to comply with this request may prevent an individual from becoming a part of the RealArb program.
- Termination
i. RealArb shall have the right to terminate any RealArb clients account that is in violation of the exclusivity policy.
ii. If your RealArb account has been terminated due to violation of this policy and you wish to appeal this, please follow the steps below.
To attempt to reactivate your RealArb account, please send Support@realarb.com the following:
A plan of action that explains:
— The root cause(s) of the policy violation.
— The actions you have taken to resolve the policy violation.
— The steps you have taken to prevent RealArb policy violations in the future