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Home > Virtual Bookstore Help Desk > Buying From Marketplace

The Marketplace

What is The Marketplace?

Not all Virtual Bookstores may have this option. Please see your Virtual Bookstore for available options or call 1-877-284-6744 for Customer Service.

Some Virtual Bookstores allow third-party individuals and volume sellers to list their inventory through our Marketplace. Customers are able to purchase directly from the Marketplace as well as through the Virtual Bookstore. Payment is processed by the Virtual Bookstore so your banking information is never made available to our Marketplace sellers. Marketplace sellers have 1-5 business days after the order is placed to ship the order. Since you are ordering from a third-party seller, returns are at the sole discretion of the seller and orders cannot be cancelled by Virtual Bookstore Customer Service. Marketplace items can only be shipped to addresses within the US. Products may vary from the Virtual Bookstore description so please be aware of the Marketplace sellerís comments prior to ordering.

Please note: any free shipping promotions that may be offered at your school do not include Marketplace items/orders.

Contacting the Seller

The Marketplace seller's email address is provided to you in all transactional emails associated with your Virtual Bookstore Marketplace order. You may also contact our Customer Service department for the seller's email address.

An alternate way to communicate with the Seller is through your Virtual Bookstore Account. To access this feature, log in to your Virtual Bookstore account and select Order History. Select the order number in question. On the order details page, you will see a Contact Seller link where you may directly email the seller regarding any issues pertaining to the order.

Leaving Feedback

After completing a Marketplace purchase, you have the option to leave feedback for the Marketplace seller you purchased from. You have the option to rate your buying experience from 1 to 5 stars (with 5 stars being excellent and 1 star being poor) as well as leave comments that the seller can respond to. All ratings and comments are visible to future customers so please provide clear, constructive feedback that will be helpful to the next buyer, not personal comments.

Buyer Protection Policy

As a buyer on our Marketplace, there may be times when a purchased item does not meet your expectations. We want you to know Virtual Bookstore is here to help when this happens and we have put in place a Buyer Protection Policy to protect you as a buyer.

Here's what you should expect when purchasing from the Marketplace:

  1. From the date of your order, the seller has five (5) business days to confirm your order.
  2. You'll receive a ship confirmation email when the seller ships your order. Tracking information along with the seller's contact information will be provided in that email and will also be available in your Virtual Bookstore account.
  3. If you have not received a ship confirmation email within five (5) business days your order will automatically be cancelled by eCampus.com and you will be issued a full refund back to your original form of payment within 5-7 business days.

How to Contact a Seller

If you have questions once you place your order, you can contact the seller through your eCampus.com My Account.

  1. Sign in to your Virtual Bookstore My Account.
  2. Click 'Order History'.
  3. Select the appropriate order number.
  4. Click the blue 'Contact Seller' link.
  5. Enter your message you would like to send the seller.
  6. Click the orange 'Send Email' button.

If you don't receive a response from the seller within 2 business days please contact us at bookstore@ecampus.com or call 1-877-2846744 and we will work quickly to help resolve your issue.

Issues Covered Under the Buyer Protection Policy

Your order was cancelled.

There are two possible reasons why your order was cancelled:

  1. The seller cancelled the order because they no longer have the book in stock.
  2. eCampus.com cancelled the order because the seller did not confirm and ship the order within the allotted five (5) business days.

Cancelled orders are refunded back to the original method of payment used within 5-7 business days.

Tracking information is missing or is incorrect.

If the tracking information is missing or incorrect, you should contact the seller and ask them to provide the tracking information for your order. If the seller doesn't respond to your email, please contact us at bookstore@ecampus.com and we will help to resolve your issue.

Your book is taking longer than expected.

If it has been over 20 business days since you placed your order, please contact us at bookstore@ecampus.com and we will issue a full refund on the order.

Your book was damaged during shipment.

We provide sellers with instructions on how to securely pack and ship Marketplace orders. Additionally, we encourage sellers to insure their packages with the shipping carrier. If your book was damaged during shipment, please contact the seller to resolve the issue. If a resolution cannot be reached, contact us at bookstore@ecampus.com and we will help to resolve your issue.

The condition of the book is different than how the seller described it.

We rely on the seller to be honest when describing the items they have for sale. If the book was received in a condition different than the seller originally listed it, please contact the seller to resolve the issue. If a resolution cannot be reached, contact us at bookstore@ecampus.com and we will help to resolve your issue.

The ISBN of the book is different than what you ordered.

Sellers are required to list their book under the ISBN printed on the back of the book by the publisher. If the ISBN of the book you received does not match the ISBN of the book you ordered, please contact the seller to resolve the issue. If a resolution cannot be reached, contact us at bookstore@ecampus.com and we will help to resolve your issue.

Helpful Tips

  • We ask that you first attempt to contact the seller with any issue that occurs with your Marketplace order. Please give the seller 2 business days to respond to your request before contacting our customer service team.
  • If you have filed a dispute or initiated a chargeback with your financial institution then it is possible you may be excluded from our Buyer Protection Policy.

Deception and Fraud

The Buyer Protection Policy is in place to protect our customers. Any attempt to abuse this policy will be investigated further. Your Virtual Bookstore reserves the right to suspend the membership of any buyer or seller we feel has attempted to commit fraud by abusing this policy for personal gain. Your Virtual Bookstore also reserves the right to withhold payment from the seller, debit the seller's checking account, or charge a seller's credit card in order to recover damages related to fraud. In addition, abuse of this policy is a criminal offense and violators will be prosecuted to the fullest extent of the law.

Frequently Asked Questions

How do I track the shipment of my Marketplace order?

You can track your order through your My Account. Sign in to your My Account page, click on 'Order History' and then click on the appropriate order number. The tracking information for your order will be located here. If there is no tracking information or invalid tracking information is listed, you may contact the seller to request tracking information by clicking the blue 'Contact Seller' link.

How do I return a Marketplace book for a refund?

Allowing a return for a refund is at the sole discretion of the Marketplace seller. To contact the seller, sign in to your My Account page and click on 'Order History'. Select the appropriate order number and click the blue 'Contact Seller' link.

What if I did not receive my Marketplace order?

If the Marketplace seller did not provide tracking information or the tracking information is invalid, please contact the seller to request tracking information. To contact the seller, sign in to your My Account page and click 'Order History'. Select the appropriate order number and click the blue 'Contact Seller' link.

If you do not receive a response from the seller and it has been over 5 business days since you placed the order, contact our Customer Service team bookstore@ecampus.com or 1-877-284-6744 and we will email the seller to request tracking information. If after 2 business days, there is no response from the seller or adequate tracking information cannot be provided we will issue a full refund for your Marketplace order.

If it has been over 20 business days since you placed the order and you have not received it, contact us bookstore@ecampus.com or 1-877-284-6744 and we will issue a full refund right away.

How do I cancel my Marketplace order?

Marketplace orders can only be canceled by the seller prior to shipment. To request a cancellation, sign in to your My Account page and click 'Order History'. Select the appropriate order number and click the blue 'Contact Seller' link.

My Marketplace book is not what I ordered?

All Marketplace returns are at the sole discretion of the seller and must be agreed to by the seller before the book can be returned. To contact the seller, sign in to your My Account page and click 'Order History'. Select the appropriate order number and click the blue 'Contact Seller' link. If you are unable to resolve the matter with the seller, please contact our Customer Service team at bookstore@ecampus.com or 1-877-284-6744 for additional assistance.

My Marketplace book is not in the same condition as the seller described it?

All Marketplace returns are at the sole discretion of the seller and must be agreed to by the seller before the book can be returned. To contact the seller, sign in to your My Account page and click 'Order History'. Select the appropriate order number and click the blue 'Contact Sellerí link. If you are unable to resolve the matter with the seller, please contact our Customer Service team bookstore@ecampus.com or 1-877-284-6744 for additional assistance.

What do I do if the Marketplace seller doesn't respond to my emails?

We ask that you allow the seller 2 business days to respond via email. If you do not receive a response within 2 business days, please contact our Customer Service team bookstore@ecampus.com or 1-877-284-6744 for additional assistance.

When will I receive my refund for my Marketplace order?

Once a refund is processed by eCampus.com please allow 5-7 business days for the refund to reflect back to the original method of payment used.