FAQ

A store will receive a 0.5 to 5-star rating based on the level of compliance in these four categories: site functionality, store standards, order fulfillment, and customer feedback. A store receives stars depending on the number of boxes checked within each category.

The total number of stars received for each of the four categories below will equal the store's overall rating (new stores display the status of Not Yet Rated during their initial 30-day evaluation period). For example, a store that scores 1 stars for customer feedback, 1 star for order fulfillment, 1 for store standards, and 1 star for site functionality will receive a Certified Store rating of 4 stars.

Site functionality
A store must score seven checked boxes in order to receive one star in this category; three to six checked boxes to receive a half star; and zero to two checked boxes to receive no star in this category. This category consists of:

• Uses Shopping Cart technology and totaling orders
• Uses Secure Server transaction
• Accepts multiple credit cards
• Offers a published return policy
• Offers a published FAQ/help policy
• Offers a published policy on when credit cards are charged
• Links user to product-specific "buy" page

Store standards
A store must score four checked boxes in order to receive one star in this category; two to three checked boxes to receive a half star; and zero to one checked boxes to receive no star in this category. This category consists of:

• Store responds to e-mail within two business days
• Store has a clearly published privacy policy
• Site clearly states how to contact store
• Store supplies mySimon with up-to-date prices, shipping costs, and in-stock information

Order fulfillment
A store must score six checked boxes in order to receive one star in this category; two to five checked boxes to receive a half star; and zero to two checked boxes to receive no star in this category. This category consists of:

• Resolving order problems swiftly and efficiently
• Honors prices displayed on store Web site without any hassle or excuses
• Provides a fully e-commerce-enabled site
• Processes orders promptly and sends an e-mail confirmation and order summary within one business day of the initial order
• Delivers merchandise in professional packaging
• Offers a published policy on when credit cards are charged

Customer feedback
A store must score four checked boxes in order to receive two stars in this category; two to three checked boxes to receive one star; one checked box to receive a half star; and zero checked boxes to receive no stars in this category. This category consists of:

• Provides accessible, supportive, and professional customer-service staff
• Provides accurate product description and pricing on store site
• Provides on-time delivery
• Store has received greater than 85% positive feedback

CNET Commerce Services — Code of Conduct
Mission
It is the mission of CBS Interactive, Inc. to provide the most accurate, timely, and comprehensive information to users who are searching for guidance on where to purchases technology products. This Code of Conduct is designed to ensure that the merchant partners that participate with CNET's Commerce Services treat all users fairly and honestly.

The Code

1. Resellers will provide clear, well-marked links to their customer service policies on each page of their Web sites.
2. Resellers will provide up-to-date, accurate information for their company profile pages found on the CNET network of sites. It is the responsibility of the reseller to ensure accuracy on its company profile page.
3. Resellers must maintain a satisfactory rating with the Better Business Bureau. This rating information will be reviewed on a quarterly basis. For information on joining the Better Business Bureau or checking your current rating, please visit its site.
4. Resellers must be able to accept, process, and complete online orders completely online. Requiring follow-up phone calls from either the user or the reseller is not permitted unless there is a problem with the order.
5. Fulfillment of orders may not be tied to the ordering of additional accessories or items.
6. Stock status of an item may not be determined by order size.
7. Products sold must be new, factory-sealed packages that are U.S. models, unless specifically noted on CNET's Commerce Services site to be otherwise. Noting a different model on the reseller Web site is not sufficient. If you are listing a refurbished price, you must make the appropriate designation in the 'version' field of your price-feed. Failing to properly use the price file to indicate refurbished status will result in immediate removal from the sites.
8. Prices included in reseller price feed must be for the exact product SKU that appears on CNET's Commerce Services.
9. Prices included in reseller price feed must be before-rebate credit card pricing. The price included in the feed must be the exact amount the user will see appear on his or her credit card statement.
10. Resellers operating under multiple storefronts will be treated as one reseller. Violations of one storefront will result in penalties to all storefronts.
11. If CNET's Commerce Services program receives more than three complaints about the same type of problem with a merchant partner within one week, the program will consider such complaints excessive and cause for further investigation.

Enforcement
This Code of Conduct will be vigorously enforced. Violation of any term will result in immediate suspension from the CNET's Commerce Services listing program. Upon violation of any term, suspension will be immediate. Email notification will be sent upon suspension. The following reinstatement schedule will apply for violations:

Violation # Suspension Time
1. 5 business days - Reduced to two stars for 30 days
2. 15 business days - Reduced to one star for 30 days
3. Indefinite - Termination from site