Feedback

	What is feedback?
	How do I leave feedback?
	How do I determine which rating I should give to a Seller?
	What sorts of comments should I provide with my rating?

After each Barnes & Noble.com customer purchases an item from one of our Authorized Sellers, we ask the customer to rate the Seller and provide comments about his or her experience ordering from that Seller. These ratings and comments are referred to as "feedback".

Customers rate each Seller on a scale of 1 to 5, based on the quality of service that the Seller provided, with 5 representing the best quality of service. Every Seller has an overall "Feedback Rating", which is based on the average of all of the individual ratings that they have received from customers. A Seller with a Feedback Rating between 4 and 5 ships their orders promptly, packages their books well, provides timely and helpful responses to customer inquiries, and describes their items accurately on the website.

To view the ratings and comments that customers have provided for a Seller, click on the link below that Seller's Feedback Rating. A customer may leave feedback for any item ordered from one of our Authorized Sellers less than 120 days ago, if the item has been shipped and if the customer has not already left feedback relating to the order. To view all items that you've ordered that are awaiting feedback, log in to your Barnes & Noble.com Account and click on the "View Orders Awaiting Feedback" link. Click on one of the items in this list to begin to create your feedback. After you have selected a rating and provided comments about the Seller who fulfilled your order, be sure to click the "continue" button so that you may verify your feedback before submitting it. If your feedback is as you would like it to appear on B&N.com, click the "submit" button. If you would like to make changes to your feedback before submitting it, click the "back" button to edit your rating and/or comments. Once you have submitted your feedback, it should appear on the site within 24 hours. The rating that you give to a Seller should be based on the quality of service that the Seller provided with your order. When determining your rating, consider the following questions:

1) Was the item delivered within the timeframe described on the B&N.com website? (See here for our estimated shipping times).

2) Did the condition of the item match the description of the item that the Seller provided on Barnes & Noble.com?

3) If you contacted the Seller, did the Seller respond to your inquiry within 1-2 business days?

4) Was the item packed with care for shipment so that it would not be damaged in transit?

5) If a refund was necessary, did the Seller provide the refund in a timely manner?

If you answered "yes" to all of these questions, and if there were no other issues with your order, then the Seller probably deserves a rating of "5". If you answered "no" to one of these questions, consider giving the Seller a rating of "3" or a "4". If you answered "no" to two or more of these questions, you may want to provide the Seller with a negative rating of "2" or even "1".

Remember that a negative rating could adversely affect the Seller's business on B&N.com. Before you provide a negative rating for a Seller for any reason, we recommend that you email the Seller to attempt to resolve any issues or disputes. Many Sellers are willing to go out of their way to make your experience ordering from them satisfactory. The comments that you provide with your feedback should explain to other customers why you selected the rating that you gave the seller. For instance, if you provide a rating of "5" for the Seller you might leave the following comments: "Great experience. I highly recommend ordering from this Seller."