Communications Policy


Communication Guidelines


As part of selling on the Collllor, Vendors (here Sellers) communicate with buyers both directly and indirectly. Collllor requires that sellers follow the guidelines below for any communication with buyers. The Communication Guidelines policy is meant to protect buyers from fraud and abuse, and to protect you from unscrupulous actions from your competitors.

Important: In general, you can contact buyers only to complete orders or to respond to customer service questions. You cannot contact buyers for marketing or promotional purposes (including via email, physical mail, telephone, or otherwise).

Collllor Inbox is the only approved method for communicating with buyers on Collllor.Sellers may contact buyers by clicking on the Buyer’s name or a Contact buyer button in Orders or in Inbox.



Direct communications


Order status messages

Each purchase order initiates an inbox feed, that contains all necessary information about this order. In the Order status feed, you may send Messages resolving an issue with an order, requesting additional information required to complete the order, asking a return-related question, sending an invoice, requesting product review or Seller feedback, or both, scheduling the delivery of a heavy or bulky order, verifying a custom design, or any other reason where the contact is required for the buyer to receive their order. Messages must be sent within 24 hours of order placement. All Messages include the order ID and be in English.


Reject (cancel) order messages

If you need to cancel the order, cancel it promptly using Orders in Seller Account. Always follow up on the cancelation with an apology to the buyer.

Note: Do not contact the buyer and request that they submit a cancelation request when you are unable to fulfill the order.

To avoid order cancellations, monitor your price submissions to ensure that they remain accurate. List your products with accurate descriptions and include high-quality images. Adjust your handling times to provide buyers with realistic delivery times. If it is a Collllor issue, please report using Send Feedback link from the top-right menu in your Account.


Why are order cancelations initiated by the Seller bad?

It is important to ensure that services you have listed on Collllor are available to order. When you cancel a purchase order, it's because some of your capabilities or prices were not listed or described) correctly. Of course, some percentage of miscalculations might be unavoidable in normal business practice, but we expect you to try to minimize such issues. High cancellation rates are a problem that can impact your ability to sell. In the short term, it also negatively affects your bottom line because an unfulfilled order is lost revenue to your company.


Modify order messages

You must communicate with buyers if the product ordered is not available to be fulfilled. Firstly, explain the reason for the adjustment as necessary. The message must contain a confirmation that the order amount needs an adjustment with the appropriate reason for the unavailability of the service. If you think you can fulfill the order but the shipment will be delayed beyond the advertised availability, you must notify the buyer about the delay. Secondly, adjust the full order amount using Orders in Seller Account and send it to the buyer's approval. If the buyer decides to cancel the order, they have 72 hours to do so. You will be notified via email about the order cancellation. If the buyer accepts the order, I automatically move into the "In Production" phase.


Return-related messages

You must process refunds for the order amount (minus any charges) using Orders in Seller Account. You may communicate with the buyer about the return only when you need additional information to complete the return or you are offering a partial refund.


Service Inquiry messages

You may send answers to customers who have contacted you about purchasing a service or who have already purchased a product from you at the Collllor store.


Messages may not include any of the following:

  • Marketing or promotional messaging, including coupons
  • Language that either incentivizes or persuades the buyer to submit positive product reviews or seller feedback, including by offering compensation, money, gift cards, free or discounted products, refunds, rebates or reimbursements, or future-benefits
  • Language that requests removal or an update of an existing order review
  • Language that requests an order review only if they have had a positive experience
  • A repeat request (per order) for a product review or Seller feedback
  • External links unless they are secure working links (https, not http) necessary for order completion or links to Collllor
  • Attachments except for those needed to resolve a buyer’s issue
  • Logos, if they contain or display a link to your website
  • Link to opt-out of messaging
  • Sensitive content in images or text (for example, bare skin, violence or gore, and adult or offensive language)
  • Tracking pixels or images
  • Email addresses
  • Telephone numbers except those related to warranties, shipping providers, or manufacturers
  • Images that do not relate to your brand or company
  • Accessibility issues from links without explanatory text (for example, Click here for warranty information) or images or graphics without alt-text
  • Emojis, including emoticons
  • Animated GIFs
  • Unsecure images (http instead of https)
  • Egregious spelling errors or grammar issues

To ensure your communications with buyers will not lead to negative reviews:

Make sure your customer service email address is correct in your Account Settings. Make sure that buyer messages are not being blocked by your email program's spam filter. Answer all email messages from buyers within 24 hours. Ensure that every communication with buyers is courteous, relevant, and appropriate.



Indirect communication

Collllor communicates order-related information to buyers through their Account updates. These updates include information, such as when an order has been approved, shipped (with the tracking number), or when a refund has been processed. These updates are based on order statuses, shipping confirmations, and refunds initiated using Orders

Shipping Confirmation feed:

We require you to promptly confirm the shipment of all orders by using Orders. After you confirm shipment, Collllor sends a confirmation email to the buyer.

Order Adjustments feed: This feed tells Collllor that you have issued buyer refunds when the order was canceled while in "In Production" status. It is critical that you process refunds promptly. You can use Order in your Account to issue a refund.

Failure to comply with these Communication Guidelines may result in Collllor a suspension of selling privileges on Collllor.