Seller Policy

Effective Date: July 23, 2023

The Seller Policy outlines the rules, obligations, and standards for users who register as sellers on the Remaxan marketplace (“sellers” or “you”). By listing products or selling on Remaxan, you agree to comply with this Seller Policy, as well as the general Remaxan Terms & Conditions and other applicable policies (such as the Return & Refund Policy and Privacy Policy). This policy is designed to maintain a fair and safe trading environment for all parties—sellers, buyers, and Remaxan.

1. Seller Account Registration and Verification

• Registration: To sell on Remaxan, you must create a seller account. During registration, you’ll be required to provide accurate business information, including (but not limited to) your legal name or business name, contact details, bank account information for payouts, and any government-issued identification or business registration documents if applicable.
• Verification: Remaxan may require verification of your identity and business details. This can include submitting identification documents, proof of address, tax identification (e.g., VAT or corporate tax ID if relevant), or other verification steps. We reserve the right to refuse or revoke seller access if provided information is false, incomplete, or cannot be verified.
• Eligibility: Sellers must be at least 18 years old or a duly registered business entity. You must have the authority to enter into sales contracts and fulfill your obligations. By registering as a seller, you represent that your selling activities are in compliance with all laws and regulations applicable to you (including obtaining any necessary permits or licenses for certain products).
• Account Security: As with buyer accounts, you are responsible for maintaining the confidentiality of your seller account login credentials. You should not share your account with others. Notify Remaxan immediately of any unauthorized use or security breach.
• Multiple Accounts: Operating more than one seller account is generally not allowed without permission. If you have a legitimate business need for multiple accounts (for example, you operate multiple distinct brands), you must seek approval from Remaxan and ensure each account is in good standing.

2. Product Listings and Content Guidelines

Maintaining accurate and honest product listings is crucial to buyer trust and marketplace integrity. All listings you publish on Remaxan must adhere to the following:

• Accuracy: Product titles, descriptions, specifications, images, pricing, and available stock must be truthful and accurately represent the item for sale. Do not mislead buyers with inaccurate information, exaggerated claims, or hidden costs.
• Images: Use clear and high-quality images that show the actual product (or a true representation). Do not use copyrighted images without permission and avoid watermarks or text on images unless it’s part of the product (such as a brand logo on the product itself).
• Categories & Tags: List products in the appropriate category with relevant tags or attributes. Misclassifying items (for example, placing a phone under “Home Appliances”) to gain visibility is prohibited.
• Prohibited and Restricted Items: You are responsible for ensuring that you do not list items that are illegal or prohibited by Remaxan’s policies. This includes, but is not limited to: counterfeit or pirated goods, firearms or weapons, illegal drugs or drug paraphernalia, stolen goods, hazardous materials (without proper authorization), recalled products, or any item that violates intellectual property rights or other laws. Certain restricted items (e.g., alcohol, medical devices, etc.) may be allowed only if you have the proper licenses and comply with all laws—check with Remaxan if unsure.
• Intellectual Property Compliance: Only list items that you have the right to sell. Do not use brand names, trademarks, or logos in your listings unless you are authorized to or they are necessary to describe the product accurately. If you are selling pre-owned or refurbished items, clearly state their condition. Remaxan responds to intellectual property infringement reports and may remove listings or suspend accounts involved in infringement.
• Listing Quantity and Pricing: Ensure your inventory counts are kept up to date to prevent stockouts. Pricing should be clear and not deceptive; any additional charges (like shipping, if not included) should be transparently communicated. Price gouging (setting an abnormally high price for essential or high-demand items in a crisis) is not allowed. Additionally, sellers should not deliberately price items far below market in a manner that is intended to manipulate marketplace dynamics or is unsustainable (except for legitimate promotions).
• No Duplicate Listings: Do not create multiple listings for the same exact product just to increase visibility. If you have variations of a product (e.g., different colors or sizes), use the variation features, rather than separate listings for each variant. Duplicate listing spam may lead to removal of listings or account action.

3. Order Fulfillment and Shipping

Sellers are expected to fulfill orders promptly and professionally:

• Order Processing Time: Clearly communicate your handling time (the time from order confirmation to shipment). Buyers expect timely shipment; as a guideline, aim to ship items within 24–48 hours of order confirmation, except for special cases (e.g., made-to-order items with longer handling times, which should be stated in the listing).
• Packaging: Package items securely to prevent damage during transit. Follow any category-specific packaging guidelines (for example, fragile items should be bubble-wrapped, electronics should be protected from static). Using original manufacturer packaging is ideal for new products.
• Shipping Method & Tracking: Use reliable shipping carriers. Whenever possible, provide tracking numbers for shipments so that buyers can monitor delivery. Upload tracking information through the Remaxan system or mark orders as shipped promptly.
• Shipping Costs: You may set shipping fees as appropriate, but ensure they are reasonable and clearly disclosed in the listing or at checkout. Overstating shipping costs to earn extra profit is against policy. If you offer free shipping, factor that into your item price accordingly.
• Regional Restrictions: If you only ship to certain areas or have additional charges for remote locations, this must be stated clearly in your shipping terms.
• Failed Delivery: If a package is returned to you due to an incorrect address provided by the buyer, you should communicate with the buyer to arrange re-delivery (possibly at the buyer’s expense for the second shipment). If delivery fails due to your error or the carrier’s error, you bear responsibility for resolving it with the buyer (reship the item or issue a refund).
• Customs and Duties: (If applicable, for cross-border sales) Ensure that you fill out customs declarations accurately. Buyers should be made aware if they might have to pay import duties or taxes upon receiving the item.

4. Seller Performance Expectations

To ensure a positive experience for buyers, Remaxan monitors key seller performance metrics. As a seller, you agree to strive for:

• On-Time Shipping Rate: A high percentage of your orders should be shipped within your stated handling time. Consistent delays can lead to dissatisfied customers and may result in warnings or account action.
• Order Cancellation Rate: Keep customer-initiated and seller-initiated cancellations low. Frequent cancellations (especially if you cancel after keeping the buyer waiting) indicate poor stock management or other issues. Maintain accurate inventory to avoid selling out-of-stock items.
• Low Defect Rate: Minimize order defects such as sending wrong items, defective products, or items not as described. Quality control is your responsibility.
• Positive Feedback: Aim to maintain good ratings and reviews from buyers by providing excellent customer service, accurate listings, and quality products. While occasional neutral or negative feedback can happen, a pattern of poor feedback will harm your standing.
• Response Time: Be responsive to buyer inquiries and messages. Good communication (responding within 24 hours to questions or issues) can prevent problems and build trust.
• Policy Compliance: Adhere to all Remaxan policies, including handling returns professionally (per our Return & Refund Policy), and addressing customer disputes cooperatively. Sellers who frequently violate policies (e.g., by refusing legitimate returns or engaging in prohibited listing practices) will face account sanctions.

Remaxan may set specific performance thresholds (e.g., maintain at least 90% on-time shipping, below 2% order defect rate, etc.). If your metrics fall below acceptable levels, we will typically notify you and may provide guidance or require action plans for improvement. Continued poor performance can result in account restriction or suspension.

5. Fees, Commissions, and Payouts

Selling on Remaxan may involve certain fees. By using the platform as a seller, you agree to the fee structure and payout terms:

• Commission Fees: Remaxan charges a flat 20% commission on the total order value. This fee is deducted automatically from your earnings before payout. The remaining balance is disbursed to your account during the next payout cycle.
• Subscription or Listing Fees: If applicable, Remaxan may offer subscription plans for sellers or charge listing fees for premium services (such as featuring a product). Any such fees will be clearly communicated and agreed upon when you opt into those services. If there is no monthly subscription fee, this section may be omitted.
• Payment Processing Fees: Depending on the payment methods available to buyers, there may be gateway transaction fees. In most cases, these are covered by the commission, but any separate transaction fees applicable to sellers will be clearly disclosed.
• Payout Schedule: Remaxan will remit your sales proceeds—after deducting commissions, fees, and any adjustments such as refunds or chargebacks—to your designated bank or mobile money account. Payouts may follow a fixed schedule (e.g., weekly or bi-weekly), and a holding period (e.g., 14 days post-delivery) may apply to cover returns or disputes. Details will be shared in your seller dashboard or agreement.
• Minimum Balance & Withdrawal: A minimum balance may be required to initiate payout (e.g., manual withdrawal thresholds). Earnings below the minimum may roll over to the next cycle.
• Fee Changes: Remaxan reserves the right to revise its fee structure with prior notice. Sellers will be informed via email or platform announcements. Continued use after the effective date constitutes acceptance of new fees.
• Taxes: Sellers are solely responsible for their applicable taxes. Remaxan may collect and remit certain taxes as required by law (e.g., VAT on fees). Sellers must report and pay income taxes in their jurisdiction. While we may offer tools or summaries, we do not provide tax advice.

6. Returns, Refunds, and Customer Service

Customer trust relies on smooth after-sales processes. Sellers must abide by the Remaxan Return & Refund Policy and support buyers with any post-purchase issues:

• Honoring Returns: If a buyer is eligible for a return as per our Return & Refund Policy, you are required to accept the return. This may involve providing a return address, approving the return through the system, and communicating courteously. You cannot have a policy of “no returns” that contradicts the marketplace policy, except for the exceptions stated (and those exceptions are handled by the policy itself, not individual seller discretion).
• Timely Refunds: Once a returned item is received and verified in acceptable condition, process the refund quickly. If Remaxan handles the payment, we will process the refund to the buyer and deduct that amount (and any return shipping fees you owe) from your account balance. Ensure that there are sufficient funds in your account to cover refunds, or Remaxan may invoice you or deduct from future payouts.
• Customer Communication: You should answer buyer questions about your products promptly, both pre-sale and post-sale. If a buyer contacts you with an issue (for example, a product not working as expected), try to assist them. Maintain professionalism, and keep communications on the Remaxan platform when possible (for record-keeping and safety).
• Dispute Resolution: In case of a dispute (for example, a buyer claims an item wasn’t delivered but tracking shows it was, or a buyer is unsatisfied and you disagree on a solution), Remaxan may mediate. You agree to comply with Remaxan’s decision in such cases, which will aim to be fair based on evidence and our policies. For instance, we may decide to refund the buyer and charge it to your account if we find the item was not delivered or was significantly not as described.
• Seller Protection: We understand sellers need protection too. If you suspect fraudulent behavior by a buyer (like false claims or returning a different item), report it to us with evidence. We will investigate and, if validated, ensure you are not unfairly penalized. The Return & Refund Policy includes measures to prevent abuse.
• Customer Reviews: Buyers can leave feedback and ratings for transactions. While you cannot remove or edit buyer reviews, you can respond to reviews professionally if the platform allows. Do not harass or retaliate against buyers for leaving negative feedback. Instead, use it constructively to improve or contact Remaxan if a review violates content guidelines (e.g., hate speech or unrelated comments).

7. Prohibited Seller Activities and Conduct

To maintain a fair marketplace, certain behaviors are strictly prohibited for sellers:

• Order Manipulation: You may not manipulate sales or reviews. This includes fake orders to boost your sales numbers or reputation, or incentivizing customers (with money or gifts) to leave positive reviews or remove negative ones.
• Communication Off-Platform: All transaction-related communication with buyers should remain on Remaxan’s messaging system. Do not direct buyers to external websites or ask them to contact you off-platform to complete a sale. Likewise, do not include your personal contact info in listings to bypass Remaxan’s system.
• Circumventing Fees: Any attempt to conduct sales with Remaxan users outside of the platform to avoid fees (for example, soliciting buyers to pay you directly through bank transfer outside the site after finding your product on Remaxan) is prohibited. This undermines marketplace safety and can result in immediate suspension.
• Multiple Accounts without Permission: As noted, creating or operating multiple seller accounts without explicit permission from Remaxan is not allowed, especially if used to double-post products or evade restrictions.
• Misrepresentation: You must not misrepresent your identity or your products. For example, pretending to be an authorized distributor for a brand when you are not, or falsely claiming certain certifications for your products, is not allowed.
• Spam and Keyword Stuffing: Avoid irrelevant or repetitive keywords in your product listings simply to appear in more searches. Listings should be written for clarity, not to spam the search algorithm.
• Data Privacy: If you receive customer personal information (such as addresses or phone numbers for shipping), you must use it solely for order fulfillment or relevant customer service. Any other use (like adding them to marketing lists without consent) is a violation of privacy laws and our policies. You must also handle this data securely and in compliance with applicable data protection laws (see Privacy Policy for more).
• Reporting and Analytics Abuse: If Remaxan provides you with any sales or traffic data, it’s for your internal use. Scraping or harvesting data from the platform beyond your own listings (e.g., trying to collect information on competitors’ pricing via bots) is not permitted.
• Illegal Activity: Obviously, using the platform for any unlawful transactions (money laundering, selling illegal items, etc.) will result in immediate termination and referral to law enforcement.

8. Enforcement and Account Suspension

Remaxan takes compliance seriously. If you violate any part of this Seller Policy or the broader Terms & Conditions:

• Investigations: We may investigate your account and listings. Remaxan reserves the right to remove any listings that violate our policies without prior notice. In certain cases, we might contact you with a warning and ask for corrective actions.
• Suspension: For serious or repeated violations, your seller privileges may be suspended. Suspension means you will not be able to sell (your listings may be hidden or paused), and payouts might be put on hold during investigation. We typically notify you via email or dashboard notification about the suspension reason and may ask for an action plan to resolve issues (except in severe cases like fraud where immediate termination might occur).
• Termination: If issues are not resolved or are severe (fraud, sale of illegal goods, severe customer safety concerns, etc.), Remaxan may terminate your seller account. Termination can include permanent banning from the platform and potential forfeiture of any remaining funds (in cases of damages or fraud). We will usually release any legitimate remaining balance to you after resolving outstanding obligations (like completed orders, pending refunds), minus any damages or losses incurred.
• Appeal: If you believe a suspension or termination was in error, you can appeal by contacting Remaxan’s seller support. Provide any relevant evidence or explanations. We will review appeals in good faith, but our decision thereafter will be final.
• Integrity of Marketplace: Remaxan also reserves the right to take appropriate legal action for misconduct on the platform. This could include seeking restitution for losses or involving law enforcement for illegal activities.
• Notification to Buyers: In certain cases of serious seller misconduct (e.g. widespread counterfeit sales), Remaxan may notify affected buyers or take steps to mitigate harm (such as refunds to buyers, at our discretion). Sellers may be held financially responsible for such remediation.

9. Changes to Seller Policy

The e-commerce environment and regulations can evolve. Remaxan may update this Seller Policy from time to time. We will notify active sellers of major changes via email or dashboard notification and post the updated policy with a new effective date. It’s important to review communications from us and any updates. Continued use of the platform as a seller after updates means you accept the revised policy. If you do not agree with changes, you must stop selling on Remaxan (though fulfilling any outstanding orders and obligations remains your duty, or arrange with us to properly close your account).

10. Acknowledgment

By using Remaxan as a seller, you acknowledge that you have read, understood, and agreed to this Seller Policy. You also agree to abide by all other Remaxan policies that apply to you and the general laws and regulations governing your products and sales. We value our sellers and aim to provide tools and support for your success, and in return we expect professional conduct and cooperation with these guidelines.

For any questions or clarifications about this Seller Policy, please contact our Seller Support team (see the Support Policy or reach out via seller support channels on the platform). We are here to help you succeed within the framework of a safe and fair marketplace.