Scope of Application

These standards apply to seller product listings, order fulfillment, after-sales service, buyer communications, and marketplace transaction conduct.

Core Principles

Enforcement measures are determined based on verifiable facts and seller responsibility, taking into account:

A complaint, negative review, or high after-sales rate does not, by itself, constitute a violation.

1. Fixed Fine Levels

Level Fixed Fine (USD) Applicable Circumstances Accompanying Measures
L1 $0–$10; overselling is calculated separately Minor product-information or service issues. First-time, unintentional overselling that has not caused serious impact. For verified overselling, the fine is calculated as the number of affected orders multiplied by the product’s unit price, capped at $200 per incident. Correct the information, stop overselling, and delist the affected product.
L2 $20 Abuse of delivery templates; delivery of invalid or unusable accounts; failure to deliver as agreed; overdue after-sales handling; review manipulation through after-sales service; delivery inconsistent with the product description; or inappropriate language that damages the platform’s image. Resolve affected orders and delist the relevant product when necessary.
L3 $80 Continuing to sell despite known stock shortages, refusal to fulfill confirmed responsibilities, or refusal to cooperate with an investigation. Restrict sales of the relevant product or temporarily suspend selling privileges. Review the case after remediation is completed.
L4 $150 Serious or intentional violations, including racist remarks, threats, privacy infringement, fabricated evidence, fraud, off-platform diversion, continuation of similar violations after formal remediation, or reselling accounts within the platform solely to maintain store orders. Immediately control sales risks and suspend withdrawals. Assess whether relevant permissions should be revoked or the account permanently banned.
L5 Special assessment Systematic, organized, or large-scale malicious violations, including batch false delivery, product/model impersonation or substitution, fabricated supply or transaction evidence, organized off-platform transactions, repeated top-up reversals, or malicious recovery of delivered items. This also includes conduct causing major losses to multiple buyers or serious damage to the platform’s reputation where deception, concealment, or malicious intent is present. Immediately suspend relevant selling privileges and withdrawals, inspect affected products and orders, require refunds or other remedies, and specially assess fines and recoverable losses. The account may be permanently banned following assessment.

Notes on Fine Levels

  1. These levels are enforcement standards. Enforcement is not required to begin with a warning and increase progressively. Where sufficient evidence establishes a serious violation, the corresponding level may be applied directly.
  2. If seller misconduct causes actual platform losses or additional handling costs, supporting evidence must be retained. The corresponding losses may be recovered from the seller in addition to the fixed fine.
  3. L5 is a special-assessment category. It does not necessarily result in a fine higher or lower than the fixed amounts above. The final treatment is determined after assessing the direct and indirect losses actually caused.

2. Store Enforcement Levels

Level Store Enforcement Measure Applicable Circumstances Accompanying Measures
L1 Suspend the affected product for at least 72 hours Verified seller-caused failure to deliver, unauthorized cancellation, delivery beyond the promised time, or delivery inconsistent with the product description. It may also apply when, during the previous seven days, the relevant product had at least 20 paid orders, an after-sales rate of at least 30%, and a refund rate of at least 12%, and investigation confirms that the issue was mainly caused by product quality, delivery, or improper after-sales handling. Resolve affected orders, verify inventory and supply quality, and correct product information and delivery settings. Repeated violations may be escalated to L4 or L5 depending on severity.
L2 Revoke the affected product’s selling rights or temporarily suspend the seller Insulting, mocking, or degrading buyers; making unsupported malicious accusations; or repeatedly providing unusable, low-quality, or zero-balance replacement accounts. Repair or refund outstanding orders and re-establish supply and after-sales capability. A security deposit may be required before selling privileges are restored. The amount is specially assessed based on the relevant SPU.
L3 Temporarily suspend the store for at least 144 hours, depending on severity Directing buyers to bypass platform payment, or providing or requesting third-party contact details to facilitate off-platform transactions. Also applies to verified discrimination based on race or nationality, threats against buyers, or disclosure or use of buyer information for coercion. Particularly serious cases may be escalated to L4. Delist all products, revoke selling privileges, stop new sales, require an apology and remediation of the impact, and resolve outstanding orders. Selling privileges may be restored after remediation is approved.
L4 Permanent ban Fabricated delivery records, chat records, sales evidence, or other investigation materials; operating two or more stores selling the same products through identical pages to occupy traffic; top-up amounts being reversed by the official service after delivery; or reselling accounts within the platform solely to maintain store orders. Permanently revoke selling privileges, move the account into platform management, and stop new transactions. Investigate associated stores, affected orders, and funds, and complete refunds, remedies, and loss calculations.
L5 Special assessment and removal Systematic, organized, or large-scale malicious violations, including batch false delivery, product/model impersonation or substitution, mass overselling, organized off-platform transactions, or malicious recovery of accounts or top-up benefits, resulting in major losses or serious platform impact. Immediately remove the seller and suspend withdrawals. Specially assess affected orders, refunds, compensation, and penalties. Process the remaining balance after completing the financial assessment.