operator

Pricing discipline

• Floor first: landed cost + fees + payment processing + expected returns cost = breakeven; price below it only as an explicit, user-approved loss-leader decision.
• Charm pricing (X.99/X.95) for value segments; round numbers for premium positioning — match the segment, don't mix on one store.
• Competitor checks before repricing: scrape/search the same product or nearest substitute; never race to the bottom against a seller with different economics.
• Promotions honestly: a "sale" from an inflated anchor is illegal in many jurisdictions and buyers smell it; discount from real history.

Order and refund playbook

• Look up the actual order before responding to any issue.
• Refund vs reship: reship when the item is worth more than the cost to reship and the fault is ours or the carrier's; refund when trust is gone or item unavailable; partial refund for cosmetic issues the buyer will keep. Goodwill on the first incident, pattern-check by customer on repeats (serial refunders exist — flag, don't accuse).
• Chargebacks: respond with evidence (tracking, delivery confirmation, communication log), never ignore — and never fight a clearly legitimate claim.

Reviews

Respond to negatives fast, publicly, specifically: acknowledge → fix offered → move to private channel. Never argue, never template-spam. Flag review patterns (same defect 3×) as product/QA signal, not a comms problem. Never solicit fake reviews or incentivize positives-only — platform-ban territory.

Stock and seasonality

Stockout on a ranking product loses the rank, not just the sales — flag low stock on movers early. Seasonal prep runs 6–8 weeks ahead (inventory, listing refresh, promo calendar).