Merchant Policy

Welcome to Mallria, a platform connecting third-party sellers with customers worldwide. This Merchant Policy outlines the terms, responsibilities, and expectations for merchants selling on our platform. By registering as a seller and listing products on Mallria, you agree to comply with this policy, our Terms of Service, and all applicable laws.

1. Seller Eligibility and Onboarding

1.1 Eligibility

To sell on Mallria, you must:

  • Be a registered business or individual authorized to conduct e-commerce in your jurisdiction.
  • Provide accurate business information, including valid identification, tax details, and banking information.
  • Comply with Mallria’s verification process, which may include submitting documentation (e.g., business licenses, proof of address).

1.2 Account Setup

Upon approval, you will receive a seller account. You are responsible for:

  • Maintaining the security of your account credentials.
  • Ensuring all account information (e.g., contact details, payment methods) is accurate and up to date.
  • Not sharing or transferring your account without Mallria’s prior written consent.

2. Product Listings and Compliance

2.1 Product Requirements

All products listed on Mallria must:

  • Comply with applicable local and international laws, including safety, labeling, and import/export regulations.
  • Be authentic, non-counterfeit, and free from intellectual property infringements.
  • Meet Mallria’s quality standards, including accurate descriptions, high-quality images, and clear pricing.
  • Not include prohibited items, such as hazardous materials, illegal substances, or restricted goods (see our Prohibited Items Policy at https://www.mallria.com/prohibited-items).

2.2 Listing Standards

Sellers must:

  • Provide complete and accurate product details, including specifications, condition (new or used),and any applicable warranties.
  • Use clear, professional images that accurately represent the product.
  • Price products competitively, inclusive of all applicable taxes and fees, as displayed to customers.
  • Update listings promptly to reflect inventory changes or product availability.

2.3 Intellectual Property

Sellers are responsible for ensuring their products and listings do not infringe on third-party intellectual property rights (e.g., trademarks, copyrights). Mallria may remove listings or suspend accounts in response to valid infringement claims, in accordance with our Intellectual Property Policy.

3. Order Fulfillment and Shipping

3.1 Fulfillment Options

Mallria offers two fulfillment models:

  • Fulfilled by Mallria (FBM): Mallria handles storage, packing, and shipping from our warehouses. Sellers must deliver products to our designated facilities in accordance with our guidelines.
  • Fulfilled by Merchant (FBS): Sellers handle their own storage, packing, and shipping, ensuring compliance with Mallria’s delivery timelines.

3.2 Shipping Requirements

Sellers must:

  • Ship orders within 2 business days of order confirmation, unless otherwise specified.
  • Provide valid tracking information for all shipments.
  • Ensure products are delivered within the estimated delivery window displayed at checkout (typically 7-14 days for standard shipping).
  • Package items securely to prevent damage during transit.

3.3 Returns and Refunds

Sellers must comply with Mallria’s Return Policy, accepting returns for eligible orders (e.g., defective, damaged, or misrepresented items) within 15 days of delivery. Refunds must be processed within 5 business days of return approval. Mallria’s A-to-Z Guarantee protects customers and may require seller reimbursement for valid claims.

4. Seller Performance Standards

4.1 Performance Metrics

Sellers are evaluated based on:

  • Order Defect Rate (ODR): Must remain below 1%, covering negative feedback, A-to-Z Guarantee claims, and chargebacks.
  • Late Shipment Rate: Must remain below 4%, ensuring timely order dispatch.
  • Customer Response Time: Respond to customer inquiries within 24 hours.

4.2 Performance Monitoring

Mallria monitors seller performance continuously. Failure to meet standards may result in:

  • Warnings or performance improvement plans.
  • Listing restrictions or account suspension.
  • Termination of seller account for repeated or severe violations.

5. Fees and Payments

5.1 Fee Structure

Sellers are subject to:

  • Commission Fees: A percentage of the product price (typically 5-15%, varying by category),charged per sale.
  • Fulfillment Fees: For FBM, fees cover storage, packing, and shipping (see our Fee Schedule at https://www.mallria.com/fee-schedule).
  • Other Fees: May include advertising fees or penalties for policy violations (e.g., $20 for non-fraudulent chargebacks).

5.2 Payment Disbursement

Payments are disbursed to sellers’ designated bank accounts every 14 days, net of fees and any holds (e.g., for pending refunds). Sellers must maintain valid banking information to avoid payment delays.

6. Prohibited Activities

Sellers must not:

  • Engage in fraudulent activities, such as manipulating reviews, inflating prices, or misrepresenting products.
  • Sell counterfeit, illegal, or unsafe products.
  • Contact customers outside Mallria’s communication channels without consent.
  • Violate Mallria’s pricing policies, such as undercutting competitors unfairly on the platform.

Violations may result in immediate account suspension or termination, and Mallria may report illegal activities to relevant authorities.

7. Dispute Resolution

7.1 Seller Disputes

For disputes with Mallria (e.g., fee disputes, account suspensions),contact our Seller Support team within 30 days of the issue. We will investigate and respond within 5 business days.

7.2 Customer Disputes

Sellers must resolve customer complaints promptly. If unresolved, Mallria may intervene, and sellers agreeto abide by our resolution, which may include refunds or reimbursements.

8. Policy Updates

Mallria may update this Merchant Policy at any time to reflect changes in our practices, legal requirements, or industry standards. Updates will be posted on our website with the revised effective date. Continued selling on Mallria after updates constitutes acceptance of the revised policy.

9. Governing Law

This Merchant Policy is governed by the laws of Hong Kong, without regard to conflict of law principles. Any disputes arising from this policy will be resolved in accordance with our Terms of Service.

10. Contact Us

For questions or concerns about this Merchant Policy, please contact us at:

Website: https://www.mallria.com/contact-us

 

By selling on Mallria, you confirm that you have read, understood, and agree to be bound by this Merchant Policy.

Effective Date: April 28, 2025