Seller Policy Pages
Introduction: Here, we will introduce you to the Seller Rating System and how it is generated and used.
Related Website: GlobalBuy
Relevant Parties: All Sellers
1. How to Access the Seller Rating System?
The Seller Rating System encourages sellers to maintain high standards of service and create a positive shopping experience for buyers.
Failure to meet established goals will result in point deductions.
2. How are Ratings Generated?
Points are only awarded when sellers meet buyers' minimum expectations. This also helps remind sellers of areas for improvement.
The Seller Rating System updates ratings on the first day of each month based on seller violations from the previous month. You can click on the corresponding rating dimension keywords to view the full policy.
Non-Completion Rate (NFR): Orders cancelled or returned by the seller in the past 7 days account for 30% of total orders. Maximum 10 points
Late Shipment Rate (LSR): Orders delayed by more than 72 hours in the past 7 days account for 20% of total orders. Maximum 10 points
Customer Service: Rude or abusive chat or comments. Maximum 20 points
More than 5 requests for buyer cancellation this month. Maximum 10 points
Breach of Promise: Buyer response rate below 80%. Maximum 10 points
Seller fails to provide services to the buyer as promised, harming the buyer's rights. Maximum 10 points
3. What penalties apply to certain scores?
Prohibition of marketing activities (28 days)
4. Customer Service Rules and Enforcement Details
What constitutes rude or abusive chat or comments?
Malicious harassment refers to members using insults, curses, threats, or comments to attack others, or using other improper means to harass others, thereby harming their legitimate rights.
How are rude or abusive chat or comments handled? Points will be deducted for general and serious violations of business permissions, management, and control regulations.
Applicable Situation: Malicious harassment refers to members engaging in verbal attacks, such as insults, curses, threats, or other malicious harassment that infringes upon the legitimate rights of others.
5. Measures Applicable to Breach of Contract
What is a breach of contract?
A breach of contract refers to the seller's failure to provide services to the buyer, infringement of the buyer's rights, or failure to fulfill its commitments and obligations to GlobalBuy. The seller must continue to fulfill its legal or contractual obligations regarding replacement, returns, and refunds.
Applicable Measures: Point Deduction
Specific Measures:
1. If, under specific circumstances, the seller has other commitments to fulfill regarding paid orders or corresponding goods or services, 5 points will be deducted for each general violation.
2. Sellers who violate any of the following commitments will have 10 points deducted for each serious violation:
1) GlobalBuy determines that the seller should assume responsibility for after-sales guarantees (such as refunds), but the seller refuses to assume this responsibility;
2) GlobalBuy determines that the seller should indeed assume responsibility for after-sales guarantees, such as 7-day no-reason returns, but the seller refuses to do so;
3) Without consultation between the buyer and seller, the seller refuses or delays sending the promised trial product to the buyer;
4) The seller fails to process the order within 72 hours of payment; Sellers participating in official GlobalBuy activities will be penalized if they fail to meet activity requirements (excluding shipping time) or violate other management content issued by GlobalBuy (including but not limited to rules, specifications, category management specifications, and industry standards). If relevant regulations stipulate otherwise, those regulations shall prevail.
6. How long will the penalty last?
The penalty will end after 28 days. Penalized sellers will have some of their seller privileges restored as long as they take appropriate measures to improve existing store performance and maintain compliance.
7. Handling of Violations
1. For minor violations: Consumers file complaints, and GlobalBuy will adjudicate the case.
2. For serious violations: Consumers file complaints, and GlobalBuy determines the complaints to be valid. Each serious violation will deduct 20 points. Completing 20 orders will restore 20 points.
3. For serious violations: The account will be frozen, and the store will be closed within 28 days.
8. How to appeal a rating?
Click the help hotline link to appeal. If the appeal is successful, we will cancel the deducted points and restore your corresponding seller privileges.
9. Handling Overdue Goods
1. If a store fails to ship on time for the first time, the seller will receive a warning, the store ranking will drop, and the store's payment will be processed on a T+3 basis (withdrawal is possible within 3 business days after confirmation of receipt). 2. If a store fails to ship on time a second time, the seller will receive a second warning, the store ranking will drop, and payments will be processed on a T+7 basis (payments are processed every 7 business days).
3. If a store fails to ship on time a third time, the seller will receive a third warning, the store ranking will drop, and payments will be processed on a T+15 basis (payments are processed every 15 days).
4. If a store has a large number of orders that cannot be shipped on time, the seller's store will be suspended from operation. Store privileges will be restored after all orders have been processed. After the system calculation is complete, store privileges will be restored, and funds will be available for withdrawal. Please process your orders as soon as possible!
