(Seller Security & Best Practices – Seller Guide)

How you communicate with customers is just as important as what you sell.
Clear, professional, on-platform communication protects sellers from disputes, fraud, and policy violations on Kingston Express.

This guide explains:

• Where and how sellers should communicate
• What to say (and what not to say)
• How communication affects security and account health
• How Dispatched by Kingston Express reduces communication risk

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Why Communication Safety Matters #

Unsafe communication can lead to:

• Fraud exposure
• Disputes and chargebacks
• Policy violations
• Account restrictions

📌 Most disputes begin with miscommunication.

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Always Communicate On-Platform #

✔ Use the Kingston Express messaging system
✔ Keep all order-related conversations inside the platform

❌ Avoid:

• WhatsApp
• Personal email
• Social media

📌 On-platform messages are logged and protected.

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Never Share Personal or Financial Information #

Do NOT share:

• Phone numbers
• Email addresses
• Bank or wallet details
• Login information

🚫 This exposes you to fraud and violations.

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Keep Messages Professional & Neutral #

Best practices:
✔ Stay polite
✔ Stick to facts
✔ Avoid blame or emotion
✔ Use clear, simple language

📌 Tone matters — even when customers are upset.

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Do Not Make Promises You Can’t Control #

Avoid promising:
❌ Guaranteed delivery dates
❌ Refunds before review
❌ Replacement before inspection

📦 Especially important for Dispatched by Kingston Express orders.

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Handling Difficult or Aggressive Messages #

If a customer is aggressive:
✔ Stay calm
✔ Acknowledge the issue
✔ Refer to process
✔ Escalate if needed

❌ Never:

• Argue
• Threaten
• Accuse

📌 Professionalism protects your account.

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Refund & Dispute Communication Rules #

✔ Explain the process clearly
✔ Direct customers to submit requests properly
✔ Let reviews and inspections happen

❌ Don’t:

• Offer off-platform refunds
• Pressure customers to withdraw disputes

🚫 These actions violate policy.

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How Dispatched by Kingston Express Reduces Communication Risk #

With Dispatched by Kingston Express:

• Delivery updates are automatic
• Tracking questions decrease
• Sellers avoid courier blame

📦 Less back-and-forth, fewer problems.

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What to Do If a Message Seems Suspicious #

If a message:

• Requests off-platform contact
• Asks for sensitive info
• Feels urgent or threatening

👉 Do not respond. Report it to Kingston Express Support.

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Communication Mistakes That Hurt Sellers #

❌ Over-explaining
❌ Emotional replies
❌ Sharing personal details
❌ Ignoring messages entirely

⚠️ Silence can be as damaging as saying too much.

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A Safe Message Template (Use This) #

“Thanks for reaching out. I’m reviewing this and will follow the standard process to resolve it. I’ll update you as soon as I have more information.”

📌 Neutral, safe, and professional.

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Final Rule (Remember This) #

👉 If a message removes platform protection or pressures you to act fast — stop and escalate.

Sellers who communicate calmly, stay on-platform, and rely on Dispatched by Kingston Express reduce disputes, avoid fraud, and protect their account health 💬🔐📦