Seller Rules & Responsibilities

1. Responsibility for listed goods

Sellers are primarily responsible for the description, legality, condition, quality, safety, stock, packaging, fulfilment and delivery of the goods they list and sell.

Where a problem arises from a product or the seller fulfilment of an order, the seller must reasonably cooperate in resolving the issue.

2. Accurate product information

Product names, descriptions, prices, discounts, stock, condition, images and delivery information must accurately reflect the actual offer.

Sellers must not provide false information or present material information in a way that is likely to mislead a buyer.

3. Responding to buyer complaints

Where a buyer reports non-delivery, damage, defects, incorrect delivery, missing goods or a material difference between the listing and the goods received, the seller must respond promptly and reasonably.

Where appropriate, the seller must provide an exchange, refund, supplementary delivery, explanation or other remedy required by applicable law or marketplace policy.

4. Dispatch and delivery after payment

A seller must process an order as soon as reasonably practicable after payment has been confirmed.

Goods must be safely packaged and dispatched in accordance with the dispatch and delivery conditions represented to the buyer.

Accurate delivery and tracking information should be provided where available.

Subject to applicable law and marketplace policy, a seller may be responsible for cancellations, refunds, disputes and other consequences arising from unjustified dispatch or delivery delay or failure to fulfil delivery obligations.

5. Seller settlement holds

The marketplace may hold seller funds where an order is disputed, a buyer has reported a genuine problem, delivery has not been confirmed, a refund or chargeback is pending, fraud is suspected, or another reasonable review is required.

An amount under review may remain unpaid even when the seller scheduled settlement date has arrived.

6. Contact information during ordinary transactions

A seller personal telephone number and direct email address are not ordinarily disclosed to buyers during normal listing, purchase and order fulfilment.

7. Email disclosure in a genuine dispute

Where a buyer reports a genuine issue relating to an actual transaction, the seller registered email address may be disclosed to that buyer to the extent reasonably necessary to resolve the matter.

8. Telephone disclosure in a serious dispute

Where a dispute is serious, prolonged or reasonably requires direct contact, the marketplace administrator may disclose the seller registered telephone number to the buyer on a limited basis.

Telephone numbers are not ordinarily disclosed and should only be provided where reasonably necessary for the relevant dispute.

9. Keeping contact information accurate

Sellers must maintain a working email address and telephone number.

Contact details should be promptly updated when they change.

Repeated failure to respond to genuine buyer issues or important marketplace communications may result in selling restrictions, settlement holds or account restrictions.

10. Records of contact-detail disclosure

Where a seller email address or telephone number is disclosed to a buyer for dispute resolution, the marketplace may retain a record of the date, reason and approval for that disclosure.

11. No off-platform transaction diversion

Sellers must not use product titles, descriptions, images, shop information or marketplace messaging to provide telephone numbers, direct email addresses, external websites, KakaoTalk, WhatsApp, Telegram, WeChat or other direct contact details for the purpose of diverting buyers to an off-platform transaction.

Pre-purchase enquiries and transactions should use the functions provided by the marketplace.

Repeated or deliberate attempts to avoid marketplace payment processes may result in listing removal, selling restrictions or account restrictions.

12. Product safety, mandatory standards and recalls

Sellers must not supply products that are banned from sale in Australia and must comply with any mandatory product-safety standards and applicable laws relevant to the goods they supply.

If a seller becomes aware that goods are unsafe, fail to comply with a mandatory standard or are subject to a recall, the seller must stop selling them and reasonably cooperate with the marketplace and relevant authorities.

Where Australian law requires a seller to notify an authority about a product recall, serious injury, illness, death or another reportable product-safety event, the seller is responsible for making that notification within the applicable time.

13. Price displays and taxes

Sellers must provide accurate information about prices, discounts, promotional prices, GST treatment and unavoidable charges and must not make misleading price representations.

Sellers must provide sufficient accurate pricing and tax information to enable the marketplace to display the total price required by law.

14. Receipts and tax documentation

A business seller may be required by applicable law or tax law to provide receipts, tax invoices or other transaction documentation.

The marketplace provision of an order confirmation or transaction record does not remove a seller statutory responsibility for tax calculation or required documentation.

15. Review manipulation prohibited

Sellers must not create fake reviews for their goods or shops or ask, reward or arrange for another person to create false or misleading reviews.

Sellers must not improperly pressure the marketplace to remove genuine negative reviews or otherwise distort a buyer genuine experience.

16. False goods, counterfeit goods and fraud

Sellers must not list false, counterfeit or non-existent goods or use the service for fraud, deception or conduct intended to cause financial loss to a buyer.

Where such conduct is established or reasonably suspected, the marketplace may take protective action including hiding or removing listings, suspending sales, temporarily or permanently restricting an account and holding settlements.

Information may be provided to a lawfully authorised authority where required or permitted by applicable law.

17. Seller type and business conversion

Individual sellers may be required to complete mobile verification, while business sellers may be required to complete both mobile and email verification.

Having regard to sales volume, frequency, product quantity, continuing commercial activity or other reasonable circumstances, the marketplace may require an individual seller to convert to business-seller status.

During a required conversion process, shop, product and transaction information may be retained while selling functionality is restricted.

Repeated failure without reasonable cause to complete required conversion or verification procedures may result in restriction or removal of seller status.

18. Internal seller messages and important notices

Operational information, policy changes, business-conversion requests, warnings and other important seller communications may be delivered through the marketplace internal messaging system.

Sellers are responsible for regularly checking unread notices after signing in.

19. Membership changes and record retention

A seller may cease selling and return to ordinary membership in accordance with marketplace policy, at which point selling activity will stop.

Shop, product, order, payment, refund and dispute records may nevertheless be retained where reasonably required for transaction integrity, accounting, taxation, dispute resolution or legal obligations.

20. Australian consumer rights

These Seller Rules operate together with applicable Australian law.

Sellers must respect consumer rights and remedies that cannot lawfully be excluded or restricted.