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Policy for PlusBase's sellers

For PlusBase, Sellers do not have to contact Buyers directly. After the Sellers receive orders, PlusBase’s operation team will fulfill orders and support Buyers directly for all inquiries related to their orders.

The Buyer can update order information (product variant, address) or cancel the order within 6 hours of the order created time. If the Buyer's order updates alter the Seller's profit, PlusBase will calculate the pricing difference to collect from or refund to the Seller. The modification details will be automatically updated and displayed on the order details page.

For canceled orders, the reimbursements/non-reimbursements for the Sellers will be made in accordance with the Policy for PlusBase's Sellers and the order status.

If a Buyer files a claim for an order, Sellers or PlusBase shall be held responsible. Order profit will or will not be deducted/withdrawn from Seller’s Balance on a case-by-case basis.

A. Qualifying cases in which a Seller’s order profit is not deducted and PlusBase assumes responsibility

Once an order has been fulfilled, PlusBase will directly contact the Buyer and partially or fully refund the Buyer without deducting the Seller’s order profit in the following cases:

Orders that are not successfully delivered after 45 business days and no more than 60 business days for Standard shipping line and Premium shipping line, or after 60 business days and no more than 90 business days for Eco shipping line following the order's placement date.
Orders in which a Buyer files a claim in regards to product quality (defective goods, obvious differences in color/style/size) not as stated in the order confirmation. The claim is submitted within 14 calendar days after the order delivery date recorded on the tracking number.
Orders that are canceled due to restricted ship-to regions. Notice has not been previously sent to the Seller.

Cases in which PlusBase assumes responsibility to the Buyer will be further detailed in Policy for PlusBase’s Buyer.

B. Cases in which order profit is deducted

Order profit and payment fee (if any) will be deducted when PlusBase refunds the Buyer in the following cases (The deducted amount will be charged directly to the PlusBase Balance. If the Balance is negative, the amount will be directly charged to the credit card linked to the PlusBase Balance):

Orders that are canceled upon the Buyer’s request (within 6 hours since order placement).
Orders canceled due to restricted ship-to regions. Notice was previously sent to the Seller.
Orders that are claimed due to the following reasons:

The Seller uses the product/order listing information on the advertising platforms and sales pages that are not in accordance with the PlusBase content and product listing policy, or uses outdated information after PlusBase has updated the product information, causing Buyers to misunderstand products/orders.
The Seller uses material-imitating effects that do not accurately reflect the actual material and quality of the product.
The Seller provides information that does not accurately reflect the actual order and product to the Buyer.

The Seller requests a refund for the Buyer and agrees that the order profit is deducted.
Orders that are canceled due to a high risk of fraud.
Orders that contain items violating the DMCA.
Orders with out of stock items.
Orders that cannot be processed due to an uncontrollable force or unforeseeable event, such as natural disasters, pandemics, insufficient supply chain, failure to pass customs, inability to ship by shipping units, etc.
Orders that cannot be processed due to the wrong shipping address provided by the Buyer and PlusBase cannot contact the Buyer to obtain the correct information, or at the time of contact, the Buyer refused to provide information and requested an order cancelation.
Orders that are canceled due to items on the list of PlusBase restricted products.
The customer completed the order payment on the checkout page, but the transaction failed.
When a chargeback request is submitted on the payment gateway attributed to the fault of the Seller, the Seller will be temporarily charged a certain amount. The charged amount includes the chargeback fee required by the payment gateway, and order-related costs (depending on the order status). If the chargeback is won by PlusBase, the whole charged amount is refunded to the Seller.
The Seller incorrectly edited the product variant information (including but not limited to colors, quantity, sizes, volume, and weight) compared to the actual product variant information provided to the Seller by PlusBase, resulting in the Buyer purchasing the incorrect product. In this case, the Seller's order profit will be deducted, and the Seller will be held responsible for refunding the full order value to the Buyer.

For AliExpress products, prior to receiving any updates from PlusBase regarding the product quotation, the Seller must ensure that the content of the product listed for sale on his PlusBase store fully matches the product content in the original AliExpress link.

Orders containing AliExpress products placed prior to receiving any product quotation updates from PlusBase, but which cannot be processed by PlusBase using the Seller's chosen AliExpress link (due to an increase in price, out-of-stock items, the supplier is unable to process the order, or the actual product provided by the AliExpress supplier does not match the Seller's product description on product listing pages). In this case, PlusBase will notify the Seller so that he can actively replace the AliExpress link with an alternative one, or choose to process the order using one of PlusBase’s suggested suppliers. Within 24 hours of receiving PlusBase’s notification, if the Seller does not respond, or an alternative link cannot be provided, or the product in the alternative link remains out of stock, PlusBase will choose the most effective solution to process the order (including replacing the order supplier with PlusBase's suggested supplier and collecting any arising costs from the Seller, or canceling the order and refunding the Buyer while deducting the Seller's order profit, etc.).

For additional assistance or information, the Seller can contact PlusBase via Live Chat or email.

C. Additional notes

PlusBase is firmly committed to respecting and protecting the privacy of the Seller and the confidentiality of the store's data. Under no circumstances does PlusBase have any influence over the Seller's website visits and purchases (for example, lowering the number of visits or the number of orders).
All visits, order creation counts, and purchases are made entirely on the Seller's website and are recorded in the Analytics dashboard of your PlusBase admin. All sales and profits are added to the Seller's payment account.
PlusBase shall bear all responsibility if the Seller discovers any suspicious activities made by PlusBase that may have an impact on the Seller's website visits and purchases.
PlusBase recommends that Sellers limit the number of request links they import for the same product, in order to avoid cost differences between orders caused by inconsistencies in product price information from different product request links. If the Seller imports and uses a new request link of a product for which PlusBase has previously provided the product quotation, the cost of orders generated by the new link will be recalculated to equal the product price in PlusBase's original quotation information. In the event of a cost difference, PlusBase will add or deduct the difference from the Seller's Balance.

Updated on: 13/07/2023

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