Marketplace Policy

 

  • General
  • Registration
  • Product listing
  • Review
  • Intellectual property
  • Fulfillment
  • Communication and Customer Support
  • Refund Policy
  • Account suspension and removal
  • Collaboration with BohemiaPost
  • Currency
  • Appeal against penalties

  • 1. Overview

    1.1 The ShipGratis.com platform respects the Satisfaction guarantee policy, which aim is to provide the users with the services of the highest quality and to live up to their expectations.

    1.2 Merchants ale obliged to keep to this Satisfaction guarantee policy and to adapt to it.

    1.3 Users expect to get what they ordered promptly. Merchants should ensure the user gets what they ordered as quickly as possible.

      Accomplishing this by:
    1. - Fulfilling orders quickly.
    2. - Using reliable and efficient shipping methods.

         

        2. Registration

        2.1 If the account information provided during registration is inaccurate, the account risks suspension.

        2.2 If any company or person has multiple accounts, all accounts risk suspension.


        3. Product listing

        3.1 In case that offered products are not in accordance with the principles of the www.shipgratis.com platform, the merchant will be punished with a 10 USD fine for each product and all the products will be removed. The merchant will be punished with a 50 USD fine if the RFP is not respected.

        3.2 Listing counterfeit products on ShipGratis is not tolerated. Merchants are expected to provide truthful and precise information, especially image, description and price of a product. Product image should depict the product which is offered.

        3.3 If the information given by merchant is not truthful, the product will be removed and the account risks suspension.

        3.4 Offering counterfeit products at www.shipgratis.com platform is not tolerated. All counterfeit products will be removed, the account will be suspended or removed the merchant will be punished with a fine.

        3.5 It is strictly prohibited to offer products which could be considered dangerous or which do not follow legal standards set in the country where the products are being offered. All these products will be removed, the account will be suspended or removed and the merchant will be punished with a fine. The list of products which are considered dangerous, drawn up by the CTIA ( Czech Trade Inspection Authority ) can be found here. Nevertheless, if a merchant still offers products that can be found on the list (or similar products), the fine will be increased and the merchant will assume responsibility for their actions in conformity with the legal order of the Czech Republic. A merchant will be punished with a ten times higher fine, if they offer products which are considered to be dangerous for life and their account will be immediately removed.





        Popis: Christmas decorations XMas 76 B 32-02-29

        3.6 The offered products have to respect the intellectual property, especially : copyright, trademark and patents. Merchants are held responsible for this fact. It is highly recommended to check whether offered products respect the legal order requirements of the country where they are being offered. If the intellectaul property is not respected, the products will be removed, the account will be suspended and the merchant will be punished with a fine. If a merchant does not respect the intellectual property repeatedly, they risk higher fines and removal of the account.

        3.7 It is strictly prohibited to encourage users not to make use of www.shipgratis.com

        platform services or to contact other merchants. In this case, the account risks suspension.

        3.8 It is prohibited to list the same product more than once. Also products of the same size should be listed as one product. Duplicate products are not allowed. All duplicate products will be removed and the account risks suspension.

        3.9 If a merchant  replaces a current product with a new one, the product will be removed, the merchant will be punished with a fine and the account risks suspension. The fine may be increased if the rule is broken more seriously.

        3.10 If a merchant includes different products of high variance in one listing, the products will be removed and the account risks suspension. High variance products refer to the following:

      1. products that are fundamentally different from each other
      2. products that require completely different product description
      3. products that cannot both be described by a single product title
      4. one product is another product´s accessory
      5. a customer would not expect to find the products together on the detail page
      6. 3.11 Inventory cannot be lowered on promoted products, except within an acceptable range. Merchants may decrease a promoted product's inventory levels every 14 days by up to 50% or 5, whichever is greater. These inventory changes may be applied on a warehouse-by-warehouse level. If a merchant does not respect these rules, they will face fines.

        3.12 A merchant will be punished with a fine, if they remove a promoted product with GMV (product price * number of pcs ordered by users in the last 9 days * number of countries where the product is being offered)



        HOP

        fees

        up to 500 USD

        50 USD

        from 501 to 1000 USD

        100 USD

        from 1001 to 5000 USD

        500 USD

        more than 5001

        1000 USD



        4. Product reviews and ratings

        4.1 It is strictly prohibited to manipulate reviews or evaluations. Next, it is prohibited to offer a reward for writing reviews or evaluations. If a merchant does not respect these rules, they will face fines and the account risks suspension or removal.

        4.2 Merchants are not allowed to write reviews or evaluations. If they do not respect this rule, they will be punished with a fine.

        4.3 If the evaluation of the product will be in the evaluation system below 60% for more than 21 days (calculation from minimum 10 evaluations), the seller will be charged a surcharge in the amount of 15% of the price of each sold product. This surcharge will be charged for all the period when the evaluation will be below 60%.



        5. Intellectual property

        5.1 All products are carefully controlled whether they respect the Intellectual property principles of

        www.shipgratis.com platform and the legal regulations of countries where they are being offered and sold, particularly : copyright, trademarks, patents, etc. ( hereinafter Principles).

        5.2 Selling products which do not respect the Principles of www.shipgratis.com

        is strictly prohibited. If a merchant offers products which infringe on the intellectual property of others, they will be punished with a fine, the products will be removed and the account risks suspension or removal.

        5.3 Information regarding the rights of particular entities resulting from the intellectual property is available before relevant national and multinational offices. For example, www.shipgratis.com platform uses database for the Czech market. Merchants are obliged to control all products which they offer at www.shipgratis.com platform. Ignorance of the rights is no excuse and a possible fine cannot be reduced.

        5.4 Rules explained in policy 5.2 are also applicable for images, text and other information in product listing.

        5.5 A merchant is obliged to provide proof that they are authorized to sell a product if there is a possibility that the product infinge on the intellectual property.

        5.6 If a merchant provides inaccurate or misleading proof of their authorization to sell a product, they will be punished with a fine and the account risks suspension or removal.

        5.7 Approved products are reviewed again for counterfeit and intellectual property infringement after the merchant changes the product name, product description, product images or other product information. The product can be available for sale during the review. If the product is found to violate the Principles of www.shipgratis.com platform, it will be removed, the merchant will be punished with a fine, the account risks suspension or removal and all payments will be withheld.

        5.8 A merchant is obliged to protect the personal information of users. If they do not respect this rule, they will be punished with a fine and the account risks suspension or removal. Some examples of incorrect information handling follow:

      7. providing names and addresses of users to the third party
      8. publishing of API tokens
      9. sharing account passwords

      10. 6. Fulfillment

        6.1 The order is received once it is confirmed by an email of confirmation which lets a user know that a merchant received their order and that it is being processed.

        6.2 If an order is not received in 5 days from the day it was placed, it will be refunded and the associated products may be removed. Effective August 15, 2019, 00:00 CET : the merchant will also be fined $50* per auto-refunded order.

        6.3 Auto-refund ratio is the number of orders automatically refunded due to policy 6.2 over the number of orders received. If this ratio is extremely high, the account will be suspended.

        6.4 Fullfilment ratio is the number of orders fullfilled over the number of orders received. If this ratio is extremely low, the account will be suspended.

        6.5 A fulfilled order meets following requirements: the goods were delivered in accordance with all rules of www.shipgratis.com platform, including RFP, and with the legal regulations of the country where the goods are being delivered. Particularly: quality and delivery time which are expected based on the given information and other characteristics which are usually expected from the similar products.

        6.6 A merchant will be fined, if they do not fulfil an order within the period of time which is guaranteed by the rules of www.shipgratis.com platform. If a merchant will not respect this rule repeatedly, their account risks suspension or removal.

        6.7 A merchant will be fined, if they deliver unsolicited goods to the users of www.shipgratis.com

        platform. Their account then risks suspension or removal.

        6.8 A merchant will be fined, if they cancel a received order. If this situation repeats unreasonably, their account risks suspension.

        6.9 A merchant will be fined, if they do not fulfil a received order at all. If this situation repeats unreasonably, their account risks suspension or removal.

        6.10 A return rate is the number of return orders over the total number of received orders. If this rate is extremely high, the account will be suspended.

        6.11 If an order is not confirmed shipped by the carrier within 168 hours of the time the order is sent, then the merchant will be fined 20% of the order value, or $1*, whichever is greater. This fine policy will only apply to orders where (merchant price per item + shipping price per item) is less than $100.00*. An order's fine for late confirmed fulfillment will be reversed if the order is confirmed delivered by the carrier within X days from when the order was released to the merchant. 'X' varies by the country.



        Czech Republic

        Slovakia

        Poland

        Hungary

        Romania

        Bulgaria

        -

        -

        -

        -

        -

        -

        Serbia

        Bosnia and Her.

        Croatia

        Ukraine

        -

        -

        -

        -

        -

        -



        6.12 A merchant will be fined, if they use a false tracking number.

        6.13 A merchant will be fined if some fulfilled order information is used for another order. The account then risks suspension or removal.

        6.14 A merchant will be fined if they manipulate order tracking information. The account then risks suspension or removal.

        6.15 A merchant will be punished with a fine of 10 000 USD for each incident if they provide fraudulent information about an order or if they proceed in fraudulent way.


        7. Communication and Customer Support

        7.1 A merchant is hereby obliged to act within the scope of the Customer Support in accordance with the objectives of the Customer Satisfaction Guarantee Policy of the

        www.shipgratis.com platform.

        7.2 Abusive behaviour and language towards ShipGratis customers is strictly prohibited and will not be tolerated.

        7.3 The www.shipgratis.com platform is the first contact point in receiving customer support issues.

        7.4 A merchant is hereby obliged to deal with questions and complaints of users so that all objectives of the Customer Satisfaction Guarantee Policy of the www.shipgratis.com platform are met. Moreover, they are obliged to take into consideration all relevant suggestions made by the www.shipgratis.com platform and by users.

        7.5 It is prohibited to direct users off the www.shipgratis.com platform. If a merchant does not respect this rule, they will be fined and the account will be suspended or removed. However, this rule does not apply to the services of companies of partners of the www.shipgratis.com platform or to the services which are provided by the ShipGratis platform itself and its partners.

        7.6 If a merchant asks a user to pay them outside of the www.shipgratis.com platform, their account will be suspended or removed.

        7.7 If a merchant asks a user for personal information such as payment information, email address, etc, their account will be suspended.

        7.8 If a merchant asks a user for extending of the delivery time, they will be fined and the account risks suspension.


        8. Refund Policy

        8.1 Payment is sent to a merchant when an order is fulfilled in accordance with all RFP conditions (see 6.5)

        8.2 To be eligible for payment, an order has to be confirmed by the platform before dispatching to a user.

        8.3 A merchant is responsible for 100% of any refund on orders with invalid, inaccurate or missing tracking information, especially tracking number.

        8.4 An order is not eligible for payment (including all costs) if a merchant does not confirm it or if they cancel it at any time.

        8.5 A merchant is responsible for 100% of any refund on a confirmed order with excessively delayed delivery

        8.6 If a refund occurs because an order is not confirmed delivered within X days after placing the order, the merchant is responsible for 100% of the costs of the refund.

        8.7 A merchant is responsible for 100% of any refund due to a size issue.

        8.8 A merchant is responsible for 100% of any refund on an order if they act intentionally in fraudulent way when processing the order.

        8.9 If a refund occurs because an item arrived damaged, the merchant is responsible for 100% of the costs of the refund.

        8.10 If a refund occurs because an item does not match the product listing, the merchant is responsible for 100% of the costs of the refund.

        8.11 If a refund occurs while a merchant´s account is suspended or removed, the merchant is responsible for 100% of the costs of the refund.

        8.12 A merchant is responsible for 100% of any refund on orders which are not fulfilled in accordance with 6.5 part of these RFP. It concerns all future orders and past orders as well.

        8.13 A merchant is responsible for 100% of any refund for products that are marked as counterfeit.

        8.14 If a refund occurs because an order was sent to a wrong address, the merchant is responsible for 100% of the costs of refund.

        8.15 If a refund occurs because an order was delivered incomplete, the merchant is responsible for 100% of the costs of refund. An Incomplete order is an order which does not contain all parts or which was delivered in a wrong quantity.

        8.16 If delivery fails and a carrier returns the order to the sender, the merchant is responsible for 100% of the costs of refund.

        8.17 A merchant is responsible for 100% of any refund for products marked as delivered which the user did not receive.

        8.18 If an order is shipped by an uncertified carrier, the merchant is responsible for 100% of the costs of refunds. Merchants are not allowed to dispute these refunds.

        8.19 A merchant is responsible for 100% of the costs of refund if their fulfillment ratio is low (6.4 part). As soon as this fulfillment ratio improves, the merchant will be responsible in accordance with the standards.

        8.20 If a merchant offers products which are considered dangerous or illegal in the country where they are being sold, the merchant is responsible for 100% of the costs of refund for all orders from these specific countries.


        9. Account suspension and removal

        9.1 The following happens to accounts upon suspension: account access is restricted, the store's products are no longer for sale, the store's payments are withheld for 3 months. The payments may be withheld for a longer period of time in a case of serious infringement of these RFP.

        9.2 If an account is upon suspension, a merchant agrees to use the withheld payments to pay fines which are imposed based on these RFP or to pay other sanctions which are in accordance with legal regulations of the country where the products are being offered.

        9.3 Several reasons for an account suspension follow:

      11. a merchant uses the www.shipgratis.com platform policy, including its know-how
      12. a merchant cooperates with another merchant in a way that is detrimental to the www.shipgratis.com platform interests
      13. a merchant uses an extremely high number of tracking numbers which cannot be confirmed or if they use false tracking numbers
      14. a merchant dispatches empty consignments
      15. a merchant dispatches an extremely high number of consignments to wrong addresses
      16. a merchant dispatches an extremely high number of consignments which are fulfilled late
      17. 9.4 A merchant will be punished with a fine of 100 000 USD for each incident, their account will be suspended and the payments will be withheld permanently, if they bother, threaten or act illegally towards employees or properties of the

        www.shipgratis.com platform. A merchant is also obliged to leave the commercial premises of the www.shipgratis.com platform if they are asked to do it.

        9.5 An account can be activated again (after an individual assessment) if a merchant ensures rectification of these RFP infringments. All fines have to be paid and all appeals aginst them have to be executed.

        9.6 If an account is removed, it is removed permanently, the products are no longer offered for sale and all payments are withheld permanently.

        9.7 Once an account is removed, it is no longer possible for a merchant to be registrated on the www.shipgratis.com platform


        10. Collaboration with BohemiaPost

        10.1 Once a merchant is registered, they undertake to conclude with

        BohemiaPost carrier a general contract for the transport of consignments. This general contract is concluded with the first dispatched consignment. The object of the contract is using the BohemiaPost services for the transport of consignments towards users.

        10.2 All circumstances of this contractual relationship respect The General Commercial Conditions of the BohemiaPost available here:

        10.3 It is prohibited to use another carrier for delivery of consignments towards users. If a merchant does not respect this rule, they may be fined and their account risks suspension or removal.

        10.4 If a merchant does not want to conclude the contract, they have to agree on this fact with the www.shipgratis.com

        platform.


        11. Currency

        11.1 All fines are imposed in USD.

        11.2 If a merchant wants to pay a fine in a different currency, they have to use the exchange rate applicable on the due day. The exchange rate is published by the Czech National Bank.



        Schedule of fines

         

         

        Product listing principles

        3

         

        product promotion contrary to product listing principles

        3.1

        10 USD

        infringement of the prohibition in accordance with these RFP

        3.1

        50 USD

        untruthful or inaccurate information in the product list

        3.3

        10 USD

        counterfeit products promotion

        3.4

        500 USD

        offering products which are considered dangerous or which do not follow the legal standards of the country where they are being offered

        3.5

        2000 USD

        repeated offering products which infringe on the Intellecutal property principles

        3.6

        5.000 USD

        encouraging users not to make use of the www.shipgratis.com platform services or to contact other merchants.

        3.7

        5.000 USD

        replacing a current product with a new one

        3.9

        100 USD (500 USD)

        removing a promoted product

        3.12

        see table

        Review

        4

         

        manipulating with reviews or evaluations

        4.1

        ind.

        offering a reward for writing reviews or evaluations

        4.1

        100 USD + value of the order

        reviews and/or eavaluations created by merchants

        4.2

        100 USD for a review/evaluation

        Intellectual property and personal information

        5

         

        selling products which do not respect the Intellectual property principles

        5.2

        50 USD for a sold product + its price

        providing inaccurare or misleading proof of the authorization to sell a product

        5.6

        500 USD

        offering products which infringe on the Intellectual property principles after being changed

        5.7

        500 USD

        incorrect personal information handling

        5.8

        500 USD for a user´s information

        Fullfilment

        6

         

        auto-refunded order

        6.2

        10 USD for an order

        late order fulfillment

        6.6

        1 USD weekly for an order, dispatching one week (and more) later

        delivering unsolicited goods

        6.7

        100 USD for an order

        canceling a received order

        6.8

        2 USD for an order

        not fulfilling a received order

        6.9

        50 USD for an order

        an order is not confirmed shipped by the carrier within 168 hours of the time the order is sent

        6.11

        20% of the product value or 1 USD

        using false tracking numbers

        6.12

        100 USD for an order

        fulfilled order information is used for another order

        6.13

        100 USD+order value

        order tracking information manipulating

        6.14

        500USD+order vaulue

        providing fraudulent information about an order or proceeding in a fraudulent way

        6.15

        up to 10.000 USD

        Communication and Customer Support

        7

         

        directing users off the ShipGratis.com platform

        7.5

        10.000 USD

        asking a user for extending of the delivery time

        7.8

        20% of the order value or 5 USD

        Account suspension and removal

        9

         

        bothering, threatening or acting illegally towards employees of the ShipGratis.com platform

        9.4

        100.000 USD

        repeated infringement on the Marketplace conditions

         

        500 USD





        12. Appeal against fines

        12.1 If a merchant is punished with a fine, they are offered the right to review the reasons of the fine and its amount. This right may be exercised within the period of 90 days since the imposing of the fine. If a merchant does not exercise the right within the set period of time, then it is deemed to agree with the fine. Any future appeal against the fine is then excluded.

        12.2 However, the right to review the imposed fine has no bearing on its due date.

        12.3 The www.shipgratis.com platform has the right to count the amount of the imposed fine contraty to the payments towards a merchant. A merchant agrees with this rule by registration.