Overview

1.1 Introduction

The Unauthorised Account Access Policy has been formulated with the express purpose of:

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

All sellers who offer products for sale via the platform must do so in accordance with these guidelines.

1.2 Scope

The platform has a zero tolerance approach towards any type of fraudulent behaviour. The Unauthorised Account Access Policy has been established to provide transparency around our approach to applying enforcement actions on the platform. These guidelines are not exhaustive and not intended as legal advice.
The guidelines on this page are updated periodically. Sellers are responsible for checking this page to ensure that they comply with our current guidelines.

Unauthorised Access

2.1 Examples of Unauthorised Access

Non-exhaustive examples of unauthorised account access and prohibited behaviors include (but are not limited to):

• Unauthorized access to our platform and its functions
• Unauthorized access to user accounts, emails, functions
• Creating false or fraudulent shop accounts, shop listings, or orders
• Stealing or destroying private data
• Stealing or unauthorised use of money or goods
• Stealing or unauthorised use of user identities or information
• Compromising or sabotaging any platform functions or systems
• Compromising or sabotaging user accounts
• Defacing platform systems or accounts
• Causing any form of damage through account access
• Unauthorised distribution of data or information
• Impersonation of the platform or any user of the platform
• Any additional fraudulent or fraud-related behaviour

Enforcement Actions

Sellers who are found to violate these Guidelines will have enforcement actions taken against their account in accordance with our Seller Performance Evaluation Policy and Merchant Terms of Service. Sellers should note that repeated offenses will result in more significant penalties.

• Enforcement actions include but are not limited to:
  • Issuing formal warnings.
  • Removal of the fake sales volume and order reviews.
  • Suspension of listing privileges.
  • Temporary or permanent withdrawal of seller benefits.
  • Cancellation or withdrawal of any promotions and/or subsidies offered to the seller.
  • Temporary or permanent suspension of the seller's enrollment of Affiliates and other events.
  • Temporary or permanent suspension of access to the platform.
  • Withholding any balance and/or cancellation of any transactions associated within the seller's account (see Section 3.2 for more details).
  • Deactivation of the seller's account.
  • Commencing legal action against the seller.

The platform also reserves the right to report sellers who violate local laws and regulations to the relevant legal authorities where appropriate. We reserves the right to provide any relevant information about the seller's account or behavior resulting in fake orders on the platform to authorities without prior notice to the seller.
Sellers should note that multiple enforcement actions may be taken against them. If a seller account is suspended or restricted, we will send a notice to you setting out the reasons for such suspension or restriction.

Freezing of Wallet Withdrawal Function

In the event of abnormal account behaviour, the platform may freeze the offending seller or user's wallet withdrawal function to safeguard against potential fraudulent activity. The wallet withdrawal function allows a seller to withdraw their sales balance from the platform transactions.
Once the platform has determined that the account is safe, our platform will unfreeze the wallet withdrawal function.

3.2 Withholding Balance

In addition to the platform's rights listed above, if we suspect that a seller has committed a severe violation (reasonably assessed by the platform) of this policy, any platform Policies or our Merchant Terms of Service then any monies due or may become due to the seller (including but not limited to sale proceeds) (collectively referred to as "Balance") may be temporarily or permanently withheld from the seller. This decision can be made at our sole discretion and without prior notice to the seller. Such withholding of the Balance may be done for the longer of:

• (a) 90 calendar days from the date of the platform's notification of the suspension; or
• (b) The completion of the platform's investigation into the seller's suspected breach.
• Note: If the seller possesses shop accounts in different markets, the balance from all accounts will be withheld.

If we (acting reasonably) that the seller's breach of these Terms or any platform Policies has caused the platform, buyer(s) or other third parties any loss or damage, the seller may be required to compensate, out of the Balance, the platform and/or affected buyer(s) or other relevant third parties.
A seller may file an appeal against this enforcement action in accordance with section 4 below. If the appeal is successful, we will release the monies due to the seller.

Appeal

If a seller is suspected of violating this policy, they will receive a notification in the Seller Center.
If a seller believes that an enforcement action was taken against them in error, they may file an appeal through the Seller Center by raising a ticket. The platform will then investigate the case and take corrective actions where applicable. Please refer to our Seller Performance Evaluation Guidelines for more information about the Appeals Process.
Important Note: Submitting an appeal does not guarantee a successful outcome. Appeals ensure that the platform will conduct a review of the relevant case in consideration of additional materials or explanation provided by the seller.