1. Overview

1.1 Introduction

The Significantly Not As Described (SNAD) Item Guidelines have been created with the express purpose of:

• Building a positive shopping environment on our platform; and
• Providing a shopping experience that consumers can have confidence in.

All sellers and creators who are registered on our platform must abide by this policy.

1.2 Scope

The Significantly Not As Described (SNAD) Item Guidelines apply to all sellers and creators on our platform and have been established to ensure transparency around our approach to applying enforcement actions in relation to delivered products.
Our policies are updated periodically. Sellers and creators are responsible for checking this page regularly to ensure that they comply with our current guidelines.

2. Significantly Not As Described (SNAD)

Significantly Not as Described (SNAD) item is a violation reason given to shops and creators when customers receive products that are not as described or do not match the product description/listing pages/advertisements.

2.1 Seller SNAD Behavior

Sellers may receive a SNAD violation in the following non-exhaustive scenarios:

• The delivered item was significantly different from the product's description/listing page/advertisement. For example:
  • A buyer buys a phone; however, the seller sends the customer a towel.
  • A buyer buys red pants; however, the seller sends the customer green pants.
  • A buyer buys an M-sized t-shirt; however, the seller sends the customer an L-sized t-shirt.
  • The seller sends a different item to the buyer because the originally ordered item is out of stock.
  • The seller sends different items to the buyer because the listing and/or related livestream contains an element of surprise.
• The delivered item was significantly lower in value than the advertised price on the product's description/listing page/advertisement. For example:
  • A buyer buys an iPhone 12; however, the seller sends the buyer an iPhone 8.
  • A buyer buys a product advertised as "buy one get one free,"; however, the seller only sends 1 item to the buyer.
• The delivered item (or components of the item) was missing, or the seller sent an empty package. For example:
  • A buyer buys a keyboard; however, the seller sends an empty package.
  • There were missing items/product/components not sent to the buyer (that were promised on the product's description page).

2.2 Creator SNAD Behavior

Creators may receive a SNAD violation in the following non-exhaustive scenarios:

• The creator displays behaviour that can potentially enable or encourage SNAD behaviour by sellers.
  • We find that a creator knowingly promotes products from a seller known for delivering items of inferior quality or value.
• The creator is found to be linked to a seller enforced for SNAD behaviour. For example:
  • We find that a creator is involved or collaborating with a seller who has violated our SNAD guidelines.

3. Enforcement Action for Sales Identified as SNAD

3.1 Enforcement Actions

We review all sellers' and creators' orders periodically.
Sellers and creators who are found to violate the Significantly Not as Described (SNAD) Item Guidelines will have enforcement actions taken against their account in accordance with these guidelines, our Seller Performance Evaluation Policy, Creator Performance Evaluation Guidelines, Merchant Terms of Service and Creator Terms of Service. Sellers and creators should note that repeated offences will result in more significant penalties.
A list of non-exhaustive examples of enforcement actions that we may take are:

4. Withholding Balance and Fees

In addition to the rights outlined above, we reserve the right to take strict actions against both sellers and creators in cases of severe violations (as reasonably assessed by the platform). For sellers, if we suspect a severe breach of our guidelines, policies, or Merchant Terms of Service, we can withhold any monies due or that may become due to the seller, including but not limited to sale proceeds (collectively referred to as "Balance"). This temporary or permanent withholding is at our sole discretion. For creators, if we assess a severe violation of our guidelines, policies, or Creator Terms of Service, we reserve the right to suspend the creator's account and e-commerce permissions, along with withholding any relevant commission fees due to the creator.

4.1 Withholding Seller Balance

Such withholding of the Balance may be done for the longer of:

• (a) 90 calendar days from the date of our notification of the suspension; or
• (b) The completion of our investigation into the seller's suspected breach.

Subject to any applicable laws, if we determine (acting reasonably) that the seller's breach of these Terms or any of our Policies has caused us, buyer(s) or other third parties any loss or damage, the seller may be required to compensate, out of the Balance, us and/or affected buyer(s) or other relevant third parties.
A seller may file an appeal against this enforcement action in accordance with section 5 below.
If the appeal is successful, we will release the monies due to the seller.

4.2 Withholding of Creator Commission Fees

Such withholding of the commission may be done for the longer of:

• (a) 90 calendar days from the date of our notification of the suspension; or
• (b) The completion of our investigation into the creator's suspected breach.

Subject to any applicable laws, if we determine (acting reasonably) that the creator's breach of these terms or any of our Policies has caused us, sellers, buyers or other third parties any loss or damage, the creator may be required to compensate for the damage or loss suffered. The compensation amount may be derived from the creator's commission fees, and may be paid to us, affected buyers and/or other relevant third parties. The creator may also be subjected to additional fees as part of the compensation.
A creator may file an appeal against this enforcement action in accordance with section 5 below.
If the appeal is successful, we will release the monies due to the creator.

5. Appeal

If a seller/creator believes that an enforcement action was taken against them in error, they may file an appeal through the Seller Center/Creator App by raising a ticket. We will then investigate the case and take corrective actions where applicable.
The seller and creator appeal guidelines are as follows:
In the course of an appeal, sellers/creators may be required to:

• Explain the reason for the appeal.
• Provide proof or documentation to support the appeal.
• Demonstrate rectifications made to prevent further SNAD penalties, such as:
  • e.g., Inserting a size chart into all product display pages.
  • e.g., Adding a clear color and size disclaimer in all listings.
• Explain any actions that will be taken to prevent future incidents.

Please note that sellers/creators are responsible for collecting and preparing all supporting documents that may be required during a case investigation.
To learn more about penalties, enforcement actions, and appeals, please visit our Seller Performance Evaluation Policy and Creator Performance Evaluation Guidelines.