How to Respond to Violators

Once TrackStreet begins sending out violation notices to merchants, many merchants will respond back to you. For any notice sent via direct email, the merchant's message will be received at the email addresses used in the SMTP settings section. For any notice sent via Amazon messaging, the merchant's message will appear in the Gmail account created for you by your TrackStreet Success Manager during onboarding.

Common Merchant Responses

There are many common responses from merchants that may be received, ranging from pleasant to angry. Here are some of the common ones and how we suggest you reply.

All Products Removed

The merchant apologizes for listing products against the company's policy and immediately removed them from sale. A reply is not necessary, but a simple thank you will suffice.

Request for Resale Policy and Pricing

TrackStreet highly suggests including a link to your company's MAP/Resale Policy and your pricing to avoid this response. However, if do not include it, a merchant requests this information. TrackStreet suggests that you provide a link to your policy and your pricing, and the merchant will usually comply within several days.

Email Address is Incorrect

A merchant may reply that there is a better email address to use for policy violations or the email address TrackStreet used is simply incorrect. In either case, please contact your Client Success Manager and provide the merchant name and the necessary information.

Violation is Incorrect

The TrackStreet system is always evolving and changing with the Internet. Sometimes a merchant will report that the violation never happened or is simply incorrect. While the merchant may be correct, there are many times when a merchant will adjust something between when the violation email was sent and when they replied to that email. TrackStreet can pick up incorrect data for a variety of reasons. TrackStreet suggests telling the merchant that you will look into the issue and apologize if there is an error. In these cases, please forward the message from the merchant to your Client Success Manager, who will review the violations, and confirm if the violations are correct or incorrect. If they violations are incorrect, changes will be made to fix the issue. 

We're Here to Help

If you have questions regarding how to respond to violators, please contact your Client Success Manager or email support@trackstreet.com.