Vendor/Seller Policy

1. Introduction

Welcome to our Marketplace! This Seller Policy constitutes a legally binding agreement between you, the seller, and the marketplace. By registering as a seller, you acknowledge that you have read, understood, and agree to comply with this policy, as well as our Terms of Service and Privacy Policy. Failure to adhere to these guidelines may result in account suspension or removal from the platform. This agreement governs all transactions conducted through the marketplace and outlines the responsibilities, obligations, and rights of all parties involved. Welcome to our Marketplace! This Seller Policy outlines the terms and conditions that govern your use of our platform as a seller. By registering as a seller, you agree to comply with this policy, as well as our Terms of Service and Privacy Policy. Failure to adhere to these guidelines may result in account suspension or removal from the platform.

2. Seller Registration and Verification

2.1 Account Creation

To become a seller, you must create an account using a valid email address and password.

2.2 Documentation Requirements

Sellers are required to provide the following documents for verification:

• Individuals:
  • Proof of ID (e.g., government-issued identification).
  • Proof of address (e.g., utility bill or bank statement).
• Sole Traders & Companies:
  • Business Registration Certificate.
  • Articles of Incorporation.
  • VAT registration (if applicable).

2.3 Tiered Seller Packages

Sellers can choose from different packages that provide various features, including payment fees, commission rates, and listing limits.

2.4 Approval Process

Once documents are verified, sellers will receive a notification of approval and can begin listing products.

2.5 Ongoing Verification and Compliance

• Sellers must ensure that all provided verification documents remain valid and up to date.
• The marketplace reserves the right to request updated documentation periodically to maintain compliance.
• Failure to provide updated documents when requested may result in temporary suspension or account termination.

3. Product Listings and Quality Control

3.1 Product Listing Guidelines

• Product descriptions must be clear, detailed, and truthful.
• Images should be high-quality and accurately represent the product.
• Misleading product details are prohibited and may result in listing removal.

3.2 Restricted and Prohibited Items

Certain items cannot be listed, including but not limited to:

• Illegal or counterfeit products.
• Hazardous materials and weapons.
• Prescription drugs and controlled substances.
• Any item that violates local laws or marketplace policies.

3.3 Fair Pricing Policy

• Prices should reflect fair market value.
• No excessive markups or misleading discounts.

3.4 Product Claims and Guarantees

• Any product claims must be verifiable.
• If sellers offer “Money-Back Guarantees,” they must honor them fully.

4. Order Fulfillment and Shipping

4.1 Order Processing

• Sellers must process and ship orders within 1-3 business days.
• Failure to meet order fulfillment deadlines may result in penalties.
• Repeated shipping delays or failures may result in:
  • Progressive warnings issued by the marketplace.
  • Temporary suspension of seller privileges.
  • Financial penalties or additional fees for non-compliance.
  • Permanent removal from the marketplace for consistent failure to fulfill orders.

4.2 Shipping Responsibility

• Sellers must clearly communicate shipping policies, costs, and estimated delivery times.
• Sellers are responsible for any lost or damaged items during shipping.
• Sellers must provide tracking information for all shipments and proactively update customers on delivery status.
• Sellers are responsible for handling customer inquiries regarding delivery delays, missing shipments, and logistics-related issues.

4.3 International Shipping

• Sellers must specify additional costs for international orders, such as customs fees.
• Neither the marketplace nor the seller is responsible for products held at customs.

5. Returns, Replacements, and Refunds

5.1 Return Policy

• Sellers must outline their return policies, including timeframes and refund options.
• Returns must be approved before being sent back.

5.2 Refund Policy

• Refunds are only issued for defective or incorrect products if replacement is not possible.
• Refunds are processed via store credit, bank transfer, or credit card reversal.

5.3 Dispute Resolution

• The marketplace may mediate disputes between sellers and customers if needed.
• If a seller fails to honor the return policy, the marketplace reserves the right to intervene and issue a refund on behalf of the seller, deducting the refund amount from the seller’s future payouts.
• In cases of repeated failure to comply with return policies, the seller may face account penalties, including temporary suspension, loss of selling privileges, or permanent removal from the platform.
• Sellers must maintain clear documentation of all return requests, communications with buyers, and refund transactions to resolve disputes effectively.
• The marketplace’s decision in unresolved disputes will be final to maintain buyer trust and platform integrity.

6. Earnings and Withdrawals

6.1 Withdrawal Process

• Sellers can request withdrawals once per month or when earnings exceed a set threshold.
• The minimum balance required for withdrawal is $300.00[RM1] 
• Withdrawal requests must be submitted between the 1st and 7th of the month.
• Withdrawals are typically processed within 5-7 business days, but delays may occur due to bank processing times, public holidays, or marketplace verification procedures.
• If a withdrawal request is flagged for review, the seller will be notified, and additional verification may be required.
• Sellers facing urgent financial needs may request an emergency withdrawal, subject to approval by the marketplace and possible additional processing fees.

6.2 Commission and Fees

• The marketplace will deduct commission from total order value before disbursement.
• Additional withdrawal transaction fees may apply for Bank Transfer an additional TTD$5.00 will be charged .

6.3 Tax Compliance

• Sellers are responsible for their own tax filings and compliance.
• Prices listed on the marketplace are exclusive of taxes unless stated otherwise.

7. Seller Code of Conduct

Sellers must adhere to the highest standards of professionalism. Violations may result in penalties and, in severe cases, account termination.

7.1 Fair Business Practices

• Sellers must provide accurate information.
• No attempts to manipulate reviews or misrepresent products.
• Sellers must not engage in activities that could damage the reputation of the marketplace, including but not limited to fraudulent transactions, false advertising, or misleading promotions.

7.2 Customer Communication

• All customer communications must be professional and related to fulfilling orders.
• Soliciting customers outside the marketplace is prohibited.
• Harassment, abusive language, or coercion towards customers is strictly forbidden.

7.3 Data Privacy

• Sellers must not misuse customer data.
• All customer information must be used solely for order fulfillment.
• Any unauthorized sharing or selling of customer data is a serious violation.

7.4 Marketplace Protection

• Sellers must not engage in activities that cause financial loss to the marketplace, such as chargeback fraud, unauthorized refunds, or excessive dispute claims.
• The marketplace reserves the right to withhold seller payouts if fraudulent activity is suspected until an investigation is complete.
• Sellers are prohibited from directing customers to conduct transactions outside of the marketplace to avoid platform fees or policies.

7.5 Multiple Selling Accounts

• Sellers can create multiple accounts only if they own separate businesses.
• Duplicate accounts without valid business justification may be deactivated.
• Accounts linked to fraudulent or deceptive practices may be permanently banned.
• Sellers must adhere to the highest standards of professionalism. Violations may result in penalties.

8. Policy Violations and Account Termination**

8.1 Grounds for Account Suspension or Termination

• Repeated policy violations.
• Engaging in fraudulent activity.
• Failing to fulfill orders or violating return policies.
• Misuse of customer data or violating privacy regulations.
• Attempts to manipulate the marketplace’s rating and review system.
• Engaging in activities that cause financial loss to the marketplace.
• Severe violations, including fraud, intellectual property infringement, or deceptive business practices, may result in legal action against the seller.

8.2 Penalties for Policy Violations

• First Offense: Formal warning and mandatory corrective action.
• Second Offense: Temporary suspension of account and possible fines.
• Third Offense: Permanent account termination and potential legal action.
• The marketplace reserves the right to withhold payouts if fraudulent activity is suspected.

8.3 Appeal Process

• Sellers may appeal penalties by contacting marketplace support.
• Appeals must be filed within 7 days of penalty notification.
• The marketplace’s decision on appeals will be final to ensure platform integrity.

9. Liability Disclaimers and Marketplace Protection

• The marketplace is not responsible for losses or damages incurred by sellers due to customer fraud, shipping issues, or chargebacks.
• The marketplace does not guarantee sales, revenue, or financial success for sellers.
• The marketplace is not liable for any disputes between sellers and third-party service providers, including payment processors and logistics partners.
• Sellers must comply with all relevant local and international laws governing e-commerce, tax obligations, and product safety.
• Any legal claims brought against a seller due to their business practices or product liability are the sole responsibility of the seller.
• The marketplace does not provide insurance for sellers but may offer optional seller protection programs to help mitigate risks associated with chargebacks and fraudulent transactions.
• Sellers are encouraged to obtain their own business insurance to cover potential liabilities, including lost inventory, financial disputes, and third-party claims.
• Force Majeure Clause: The marketplace shall not be held liable for any failure or delay in performance due to causes beyond its reasonable control, including but not limited to natural disasters, cyberattacks, government restrictions, labor strikes, power failures, pandemics, or disruptions in global supply chains. In such cases, the marketplace reserves the right to suspend or limit operations as necessary.
• Suspension of Funds in Disputes: The marketplace reserves the right to suspend or withhold seller funds in cases of ongoing disputes, fraudulent activity investigations, or non-compliance with platform policies. Funds will remain on hold until the investigation is resolved, and the marketplace’s decision will be final.
• The marketplace is not responsible for losses or damages incurred by sellers due to customer fraud, shipping issues, or chargebacks.
• The marketplace does not guarantee sales, revenue, or financial success for sellers.
• The marketplace is not liable for any disputes between sellers and third-party service providers, including payment processors and logistics partners.
• Sellers must comply with all relevant local and international laws governing e-commerce, tax obligations, and product safety.
• Any legal claims brought against a seller due to their business practices or product liability are the sole responsibility of the seller.

10. Amendments to Policy

The marketplace reserves the right to update this policy at any time. Sellers will be notified of significant changes via email, platform notifications, or public announcements on the seller dashboard. Continued use of the platform after such changes take effect constitutes acceptance of the revised terms. Sellers are encouraged to review the policy periodically to stay informed of any updates. The marketplace reserves the right to update this policy at any time. Sellers will be notified of significant changes.

11. Support and Contact Information

For any questions regarding this policy, contact our Seller Support Team:

• Email: support@caribmarkethub.com
• Phone: +1 (868) 626-2775 ext. 1970
• Live Chat Support: Available Monday–Friday, 9:00 AM–6:00 PM (GMT)
• Response Time: Seller inquiries will be responded to within 24–48 business hours.
• Dispute Resolutions: Formal dispute cases will be reviewed and resolved within 5–10 business days, depending on complexity.
• Escalation Procedure: If a dispute remains unresolved after the initial review, sellers may escalate their case by submitting a formal request to the Marketplace Compliance Department at compliance@marketplace.com. Escalations will be addressed within 10–15 business days, and the final decision made by the Compliance Department will be binding. For any questions regarding this policy, contact our Seller Support Team:
• Email: support@caribmarkethub.com
• Phone: +1 (868) 626-2775 ext. 1970
• Live Chat Support: Available Monday–Friday, 9:00 AM–6:00 PM (GMT)
• Response Time: Seller inquiries will be responded to within 24–48 business hours.
• Dispute Resolutions: Formal dispute cases will be reviewed and resolved within 5–10 business days, depending on complexity.

By registering as a seller, you acknowledge that you have read, understood, and agreed to this Seller Policy. Thank you for being a valued part of our marketplace! For any questions regarding this policy, contact our Seller Support Team:

• Email: support@caribmarkethub.com
• Phone: +1 (868) 626-2775 ext. 1970