Seller Protection, Performance, and Accountability Policies
Overview
Understanding our policies
Treasurechit provides sellers with certain protections for transactions that are documented in these policies. These policies outline what seller protections are available and how to interact with buyers if something does not go as planned. These policies also provide guidance for how sellers should fulfill and ship orders made using Seller Hub.
All sellers using Seller Hub must comply with these policies, as well as theCommunity Standards andSeller Agreement in order to qualify for Seller Protection.
Violation or abuse of these policies may lead to various consequences, including but not limited to account restrictions, restrictions on seller protections, cancellation of orders, ranking changes, removal of products, or refunds at a loss to the seller. Treasurechit reserves the right to issue refunds where required by applicable law. Decisions on buyers’ claims and seller protections are governed by these policies and thePurchase Protection Policies, and are made in Treasurechit's sole discretion.
For the purposes of these policies, where specified, “Stores Seller” refers to someone selling through a Treasurechit Store.
For the purposes of these policies, where specified, “seller” or “sellers” refers to both Store Sellers.
Seller Protections
Overview
Treasurechit offers a seller protection program to protect sellers against claims and chargebacks resulting from circumstances beyond the seller’s control. The seller protection program consists of four protections: Shipping protection; Item Not as Described; Returns Protection; and Unauthorized Chargebacks. Details of these protections can be found below.
Shipping Protection
Treasurechit protects sellers against claims for lost, stolen, and transit-delayed packages.
To qualify, Store Sellers must: 1) ship the product within their published shipping/handling window; and, 2) provide a valid tracking number and show the package was delivered to the address provided by the buyer.
Item Not as Described
Treasurechit protects sellers against buyer abuse where the buyer claims that the item is not as described. To qualify,
- The buyer must contact the seller first for issue resolution.
- Sellers must respond to a buyer’s refund request within 48 hours. Sellers can ask for goods to be returned , issue a refund, or decline the request.
- If the buyer creates a claim with Treasurechit, they will be asked to prove that the item is not as described in the listing.
- Treasurechit will decline the claim if we determine that the buyer hasn’t tried to resolve the issue with the seller or if the item matches the description in the listing.
Sellers are the first point of contact for buyers and sellers should try to resolve buyers’ claims by initiating a return or issuing a refund. If a seller does not respond to a buyer within 48 hours and the buyer contacts Treasurechit, Treasurechit will issue a refund at a loss to the seller and the buyer will keep the product.
If the seller initiates a return or refund, and the buyer declines to return the product to the seller, the buyer will not be refunded.
If the buyer shows the item delivered does not match the listing, Treasurechit will issue a refund at a loss to the seller, Treasurechit does not issue any return label in this case. If the buyer cannot show the item delivered does not match the listing, Treasurechit will protect the seller against the claim.
Returns Protection
Treasurechit protects sellers from buyers who return products they have used, damaged, or substituted for a different product, and cases where the return was never delivered. To qualify, sellers
1) Must submit documentation showing the item returned was used, damaged by the buyer, substituted for a different product, or that the return was lost during shipping.
In some situations, Treasurechit may offer a partial refund, otherwise the refunded amount will include the full price of the item, tax, and the original shipping fees (not the return shipping fee).
Unauthorized Chargebacks
For transactions processed through Treasurechit, Treasurechit provides credits to protect sellers from chargebacks resulting from unauthorized transactions, transactions made from compromised accounts, or transactions resulting from Treasurechit system errors.
Limitations
Seller protection is currently only available in India and coverage is limited to items covered by Treasurechit’s Purchase Protection Policy that have a sale price of Rs. 2000 or less.
If sellers use a third party payment processor, Treasurechit cannot cover unauthorized chargebacks.
Seller Performance and Accountability
Order Fulfillment
Stores Sellers must provide accurate shipping and handling windows for all products and orders. Sellers must provide valid tracking information for all orders and orders must be received by the buyer within the delivery window (handling time + shipping time) listed by the seller in the product description page. Once confirmed, sellers must fulfill orders within the allotted time frame or the order may be automatically canceled by Treasurechit.
If an Individual Seller has not fulfilled an order within 48 hours from the time of purchase, that order will be automatically canceled by Treasurechit.
If you ship products, you must meet performance standards for order fulfillment including order tracking, shipping, and delivery, as notified by Treasurechit. These performance standards are determined in Treasurechit’s sole discretion.
Support and Refunds
Buyers must first contact the seller to try to resolve purchase issues.
If a buyer requests a refund or has an issue with their purchase, the seller has 48 hours to respond to the buyer and attempt to resolve the buyer's issue. If the seller has not responded or resolved the issue after 48 hours, the buyer may make a claim directly to Treasurechit. Buyers must file a claim within 168 hours for claims related to unauthorized transactions. Keep in mind that decisions on buyer claims are made in Treasurechit's sole discretion.
Sellers must comply with applicable local laws regarding returns. Where no laws exist, Store Sellers must, at a minimum, accept returns of products in the same condition as they were received and returned within the timeframe specified by the seller in the product listing for that purchase. The timeframe specified for returns must match the return category selected for the product listing. The return time frame begins from the delivery date. Refunds must be issued within 48 hours from when the seller receives the returned items.
Sellers must provide a return shipping label to buyers when accepting a return request from a buyer.
Appealing a Buyer Dispute or Claim
When a buyer is dissatisfied with a delivered product or a seller's conduct during the shipping and fulfillment process, they can raise the issue with Treasurechit as a dispute or claim. Examples of such situations can be found in ourPurchase Protection Policies.
As determined in Treasurechit's sole discretion, buyer disputes/claims meeting the criteria in ourPurchase Protection Policies will be refunded at the expense of the seller unless otherwise covered in the Seller Protection, Performance, and Accountability Policies. In some situations, Treasurechit may offer a partial refund, otherwise the refunded amount will include the full price of the item, tax, and the original shipping and selling fees. Shipping fee is refunded to the buyer.
Treasurechit will notify a seller when a refund decision has been issued at the expense of the seller. The refund is deducted from a seller's pending payout. Sellers wanting to appeal a refund must do so within 7 calendar days of the notice of the refund decision, after which the refunded amount will be sent to the buyer. Resolution of disputes/claims are made in Treasurechit's sole discretion. Decisions about appeals are final and cannot be contested. If an appeal is decided in the seller's favor, the appealed amount will be refunded to the seller.
Sellers are encouraged to submit information with their appeal that may help Treasurechit determine whether theseller or buyer is at fault.
Fees & Chargebacks
Treasurechit will charge sellers a fee of 1% per transaction("Selling Fee"). With respect to goods, the sale of a good or goods which are shipped together are a “transaction” for the purpose of this section. The Selling Fee will be calculated based on the entire amount of the transaction (including the sale price(s) of good(s), any shipping fees and Applicable Taxes). A chargeback occurs when a buyer contacts their debit or credit card issuer to dispute a transaction with the seller. A buyer may file a chargeback for many reasons, such as an incorrect or unauthorized transaction on their card, not receiving the items they purchased, or being dissatisfied with the purchase but not being able to resolve the matter directly with the seller.
When a buyer files a chargeback, Treasurechit will notify the seller and deduct from the seller’s account the transaction amount and a Rs. 200 chargeback fee until the chargeback has been resolved by the card issuer.
If the chargeback is resolved in favor of the seller, a credit for the transaction amount and chargeback fee will be returned to the seller’s account. Treasurechit will review chargebacks and cover the cost of chargebacks that we determine to be related to a fraudulent payment, such as unauthorized purchases resulting from theft of credit card or account information. Sellers bear the risk of loss associated with all other chargebacks.
However, if the card issuer decides in the buyer's favor or the seller fails to respond to chargeback within 7 calendar days, the transaction amount and the Rs. 200 chargeback fee will be deducted from the seller's account balance.
Responding to a Chargeback
Store Sellers have 7 calendar days to respond to a chargeback and submit evidence against the buyer's claim. Individual sellers cannot dispute chargebacks. Treasurechit may choose to dispute chargebacks on behalf of sellers.
When responding to chargebacks, Stores Sellers should provide evidence that relates to the reason for the chargeback.
If the card issuer decides in the seller's favor, the transaction amount and Treasurechit’s Rs. 200 chargeback fee will be released back to the seller's account with no additional fees. However, if the card issuer decides in the buyer's favor or the seller fails to respond to chargeback within 7 calendar days, the transaction amount and the Rs. 200 chargeback fee will be deducted from the seller's account balance.
Treasurechit will not consider Purchase Protection claims from buyers who have received a refund as a result of a successful chargeback. Treasurechit may conduct additional investigations into seller accounts that face multiple chargeback claims, and may take additional action to restrict the seller's account. Treasurechit may also disable payments or take additional action to restrict the account of buyers who file fraudulent chargebacks.
Payment Disputes with Treasurechit
Sellers have 90 calendar days to contact Treasurechit regarding payment disputes or issues. Any disputes or issues not raised within this time-period will be permanently waived.
