Seller Rules for XOOBAY E-commerce Platform

These Seller Rules for XOOBAY E-commerce Platform (hereinafter referred to as "these Rules") aim to regulate sellers' full-link operation behaviors through clear and detailed provisions, safeguard the fairness and security of transactions between buyers and sellers, maintain a healthy platform ecosystem, and ultimately provide global users with a transparent, efficient, and reliable cross-border shopping experience. These Rules apply to all third-party sellers (including enterprise sellers and individual industrial and commercial household sellers) who register and conduct business activities on the XOOBAY Platform. They shall take effect from the date when a seller completes registration and checks "Agree to these Rules", and have the same legal effect as the XOOBAY Platform Service Agreement and Cross-border Transaction Fulfillment Specifications.

1. Registration and Qualification Review

1.1 Qualification Requirements

• Enterprise Sellers: Shall provide ① a valid business license (including the unified social credit code, with a business scope covering the categories of products to be sold; for cross-border business, an additional Record Certificate for Import and Export Operation Rights is required); ② a tax registration certificate (or the tax information page included in the business license that has completed the "three-in-one integration" of business license, organization code certificate and tax registration certificate); ③ identity certificate of the legal representative (scanned copy of both sides of the ID card or copy of passport, which shall be consistent with the legal representative information in the business license); ④ a bank account opening permit (for the corporate public account of the seller’s enterprise, with the bank being a platform-cooperative bank or a formal financial institution supporting cross-border settlement); ⑤ for selling products in special categories (such as food, cosmetics, 3C digital products, medical devices, etc.), additional corresponding category qualifications are required (e.g., Food Business License and Entry-Exit Inspection and Quarantine Certificate for food, Cosmetics Record Certificate for cosmetics, and Medical Device Business License for medical devices).
• Individual Industrial and Commercial Household Sellers: Shall provide ① a valid individual industrial and commercial household business license; ② the operator’s identity certificate (scanned copy of both sides of the ID card); ③ personal bank account information (for an account under the operator’s own name); ④ the same special category product qualification requirements as enterprise sellers, plus additional proof of association between the operator and the business license (e.g., household registration book or business premises lease contract).
• Overseas Sellers: Shall provide ① a legally valid business registration certificate of the country/region where they are located (notarized by a local notary public and attached with a Chinese translation); ② tax registration documents (proving completion of local tax filing); ③ identity certificate of the authorized representative (if entrusting a domestic entity for operation, a Power of Attorney and the authorized representative’s identity certificate are required); ④ cross-border settlement account information (for the overseas enterprise’s public account or a third-party cross-border payment account recognized by the platform).

1.2 Qualification Review Process and Timeframe

• After a seller submits qualification materials, the platform will complete the preliminary review within 3-5 working days (excluding the time for supplementary materials). If the materials are incomplete or inconsistent with the information, the platform will send a Supplementary Notice via the email/mobile phone number reserved during registration. The seller shall supplement and improve the materials within 2 working days; failure to do so within the time limit will be deemed a review failure, and the seller shall re-submit the registration application.
• The platform has the right to verify the authenticity of qualification materials, including but not limited to contacting the issuing authority for verification and entrusting a third-party institution to conduct due diligence. If qualification fraud is detected (e.g., PS-ed business license, forged permit), the seller’s registration will be permanently rejected, and any registration fees already paid will not be refunded. Meanwhile, the entity will be included in the platform’s "Blacklist", and its associated entities will be prohibited from registering again.

1.3 Information Update and Maintenance

• When a seller’s registered information (such as company name, address, legal representative, bank account, contact information, etc.) changes, the seller shall log in to the "Seller Center - Qualification Management" module to submit updated materials within 3 working days after the change is completed. The update shall take effect only after the platform’s review and approval. The seller shall bear all responsibilities for settlement failures, order fulfillment abnormalities, legal disputes, etc., caused by failure to update information in a timely manner.
• The platform will conduct an annual review of sellers’ qualifications every 12 months. The seller shall submit the latest qualification materials within 7 working days after receiving the annual review notice. If the annual review fails and the seller fails to make corrections within the specified time, the platform will suspend the seller’s store operation rights until the qualification review is passed.

2. Product Listing and Management

2.1 Product Category Access and Prohibited Sale Rules

• Category Access: The platform implements a "hierarchical category access" mechanism. Basic categories (such as clothing, bags, home goods) do not require additional application, and sellers can list products immediately after registration. Restricted categories (such as maternal and child products, health products, electronic products) require the seller to submit a category access application and corresponding qualifications (e.g., Children’s Product Safety Certification for maternal and child products, Health Food Approval Certificate for health products), and products can be listed only after review and approval. Prohibited categories (such as flammable and explosive materials, controlled knives, counterfeit and infringing products, expired products) are strictly forbidden to be listed. Once found, the products will be immediately removed from the shelves and the seller will be dealt with for violation.
• Prohibited Product List: The platform will regularly update the XOOBAY Platform Prohibited Product Catalog (including specific product names, HS codes, and reasons for prohibition), which can be queried by sellers in the "Seller Center - Rule Center". If a seller has questions about the category attribution of a product, they can submit an application through the "Category Consultation Channel", and the platform will respond within 1 working day.

2.2 Detailed Requirements for Product Description

• Completeness of Basic Information: Product titles shall include "Brand + Product Name + Core Specifications (e.g., size, material, model, capacity) + Application Scenario" (e.g., "XX Brand 100% Cotton Men’s Short-Sleeve T-Shirt XL Size Summer Casual Style"). Stacking of irrelevant keywords (such as absolute terms like "best-selling", "best", "top-level") is not allowed. Product specification parameters shall be filled in item by item and consistent with the actual product (e.g., for clothing, shoulder width, bust, and clothing length shall be marked; for electronic products, voltage, power, and interface type shall be marked). Missing key parameters or filling in false information is prohibited.
• Specifications for Images and Videos: The main product image shall be a white-background image (for special categories such as jewelry, scenario-based images can be used, but the product subject must be clearly displayed) with a resolution of no less than 800*800 pixels, no watermarks, and no LOGO obstruction (except for the platform LOGO). Detailed images shall include "front + side + back + detail close-ups + application scenarios", with at least 5 images, and shall be consistent with the product description. Using others’ images (including stolen images and infringing images) is prohibited. Product videos shall be 15-60 seconds long, clearly showing the product’s appearance, functions, and usage methods, with no false demonstrations (e.g., exaggerating product effects).
• Pricing and Inventory Labeling: Product prices shall clearly indicate "unit price + currency + whether freight/taxes are included" (for cross-border products, "tax-inclusive price" or "tax-exclusive price" and the tax calculation method shall be specified). "Hidden prices" or "inductive prices" (e.g., "instant discount after purchase" without marking the discounted price) are not allowed. Inventory quantities shall be true and accurate. For "pre-order products", the "pre-order period (e.g., shipment within 7 days) + pre-order inventory quantity" shall be clearly marked, and the pre-order period shall not exceed 30 days. Using "pre-order" as an excuse to hoard inventory or delay shipment is prohibited.

2.3 Detailed Provisions on Intellectual Property Protection

• Brand Authorization Requirements: If a seller sells branded products (including self-owned brands and authorized brands), they shall submit brand-related certificates (a Trademark Registration Certificate for self-owned brands, and a Power of Attorney issued by the brand owner for authorized brands, with a complete authorization chain; "sub-secondary authorization" is not allowed). If selling "non-branded products", the seller shall indicate "no brand" in the product title. Forging brand information or using misleading descriptions such as "imitation of XX brand" or "same style as XX brand" is prohibited.
• Infringement Handling Process: If the platform receives a valid infringement complaint from an intellectual property rights owner (supporting materials such as Trademark Registration Certificate, Patent Certificate, and Infringement Comparison Statement are required), it will notify the seller to submit counter-evidence (such as authorization certificate, legal purchase voucher) within 24 hours. The seller shall submit the counter-evidence within 3 working days; failure to submit the counter-evidence within the time limit or invalid counter-evidence will result in the infringing products being removed from the shelves, and the seller’s "Credit Score" will be deducted according to the severity of the infringement (2-10 points deducted for a single infringement; if the Credit Score is below 60, the store’s traffic will be restricted). If a seller commits infringement 3 times or more cumulatively, the platform will permanently close the store and pursue legal liability.

3. Order Processing and Shipment

3.1 Order Confirmation and Cancellation Rules

• Order Confirmation Timeframe: After the buyer successfully makes payment, the seller shall confirm the order in the "Seller Center - Order Management" module within 12 hours (extended to 24 hours for cross-border orders), generate an "Order Confirmation Form" (including order number, product information, delivery address, logistics method, estimated shipment time), and synchronize it to the buyer. If the seller fails to confirm the order in a timely manner and causes a buyer complaint, the platform will deduct the seller’s "Service Score" (1 point deducted for a single incident; if the Service Score is below 80, the store’s ranking will be affected).
• Order Cancellation Restrictions: Sellers shall not cancel orders without valid reasons. Valid reasons include "buyer applies for cancellation", "product is out of stock and cannot be restocked within 7 days", and "delivery address is invalid and the buyer fails to update it within 24 hours". If a seller cancels an order without a valid reason, they shall pay the buyer a penalty of 5% of the order amount (minimum 10 yuan, maximum 100 yuan), and the platform will deduct 2 points from the seller’s "Credit Score" for each incident. If the buyer cancels the order (after payment but before shipment), the seller shall confirm the cancellation within 24 hours and complete the refund within 2 working days. Failure to refund within the time limit will be treated as a "delayed refund" violation.

3.2 Detailed Requirements for Shipment and Logistics

• Shipment Timeframe Classification: ① Regular products: Shipped within 48 hours after payment (extended to 72 hours for cross-border products); ② Pre-order products: Shipped within the time marked on the pre-order page, and shall not exceed the marked time; ③ Customized products: Shipped within the time agreed by the buyer and seller, with the "customization period + estimated shipment time" clearly noted in the order remarks, and the agreed period shall not exceed 60 days.
• Logistics Channel Requirements: Sellers shall select logistics providers cooperating with the platform (such as DHL, FedEx, Yanwen Logistics, postal dedicated lines, etc.; the platform will publish the list of cooperative logistics providers in "Seller Center - Logistics Management"). Using non-cooperative logistics providers is prohibited (special cases require advance application to the platform, and can only be used after review and approval). For cross-border orders, a "logistics tracking number" (trackable on the platform or the logistics provider’s official website) shall be provided and uploaded to the platform within 24 hours after shipment. Failure to upload or uploading a false tracking number will be deemed "false shipment"; the platform will deduct 5 points from the seller’s "Credit Score" for each incident, and require the seller to compensate the buyer with 10% of the order amount as a penalty.
• Packaging and Labeling Specifications: ① Regular products: Packaging shall be sturdy to prevent damage during transportation; contaminated or damaged packaging materials shall not be used; ② Fragile products (such as glass products, ceramic products): Shall be wrapped with buffer materials such as foam and bubble film, with "fragile" and "handle with care" labels marked on the outer box, and additional reinforcement (such as wooden boxes) is required; ③ High-value products (unit price ≥ 500 US dollars): Shall use tamper-proof packaging (such as cartons with seals) and purchase logistics insurance services (the insured amount shall not be lower than the actual value of the product). The seller shall bear the compensation liability for loss or damage of the product due to failure to purchase insurance; ④ Cross-border products: A "customs declaration form" (including product name, quantity, unit price, HS code, and consignee information) shall be affixed to the outer box. The declaration information shall be consistent with the order information; false declaration (such as under-declaring the value or concealing the product nature) is prohibited. The seller shall bear the liability for customs clearance failure, customs detention, etc., caused by false declaration.

3.3 Abnormal Order Handling

• Address Abnormality: If the delivery address provided by the buyer is incomplete (e.g., missing house number, invalid contact information), the seller shall contact the buyer to confirm via the platform message or phone within 24 hours. If the buyer fails to reply within 48 hours, the seller may suspend shipment and submit an "address abnormality report" to the platform, and the platform will assist in contacting the buyer. If the seller fails to report and directly ships the product, resulting in failure to deliver the order, the seller shall bear the liability for re-shipping or refunding.
• Product Stock-Out: If the seller finds that the product is out of stock after confirming the order, they shall notify the buyer within 12 hours and provide two solutions: "refund + compensation coupon (amount not less than 5% of the order amount)" or "replace with a similar product (subject to the buyer’s consent, and the price difference shall be borne by the seller)". The seller shall implement the buyer’s chosen solution within 24 hours. If the seller fails to notify the buyer in a timely manner or fails to implement the chosen solution, the platform will force a refund and deduct 3 points from the seller’s "Credit Score" for each incident.

4. Return/Exchange and After-Sales Service

4.1 Detailed Return/Exchange Policies

• 7-Day No-Reason Return/Exchange: Applicable to all products except "customized products, perishable products, personal care products (e.g., opened cosmetics), and clearance products (marked with 'no return/no exchange' and confirmed by the buyer)". The buyer shall submit an application within 7 days after receiving the product, and the product shall remain "unused, unopened, and not affecting secondary sales" (including complete packaging, tags, and accessories). The seller shall review the application within 24 hours after receiving it; upon approval, the seller shall provide a "return address (a domestic return warehouse address is required for cross-border products)". After the buyer returns the product, the seller shall inspect the returned product within 3 working days; if the inspection is passed, the refund shall be completed within 24 hours. If the seller unreasonably refuses the 7-day no-reason return/exchange, the platform will force a refund and deduct 4 points from the seller’s "Credit Score" for each incident.
• Return/Exchange for Quality Issues: If a product has quality issues (e.g., damage, functional failure, inconsistency with description), the buyer shall submit an application within 7 days after receiving the product and provide "photos/videos of the product issue + order screenshot". The seller shall respond within 48 hours and may choose "return for refund", "exchange", "repair", or "compensation for depreciation". If "return for refund" or "exchange" is chosen, the logistics costs shall be borne by the seller (for cross-border orders, the seller shall bear the international shipping cost for the buyer to return the product, with a maximum of 30% of the product amount). If the seller refuses to handle the issue or delays handling (failing to provide a solution within 72 hours), the platform will intervene in the investigation. If the quality issue is confirmed, the platform will force the seller to implement the solution, deduct 6 points from the seller’s "Credit Score" for each incident, and pay the buyer 10% of the order amount as compensation (deducted from the seller’s security deposit).
• Special Provisions for Cross-Border Return/Exchange: Cross-border order returns shall follow the principle of "domestic return first". The seller shall establish a domestic return warehouse or entrust a third-party return warehouse cooperating with the platform. If a domestic return warehouse cannot be provided, the seller shall negotiate an "overseas return" plan with the buyer (e.g., the buyer returns the product to the seller’s overseas warehouse, and the logistics costs shall be borne by the responsible party). Taxes and handling fees incurred during customs clearance of returned products shall be borne by the responsible party (seller for quality issues, buyer for no-reason returns). If the returned product is lost or damaged during transportation, the logistics responsible party shall bear the compensation liability; if the responsible party cannot be determined, the seller (for quality issues) or the buyer (for no-reason returns) shall bear the liability.

4.2 After-Sales Service Timeframe and Standards

• After-Sales Response Timeframe: After the buyer submits an after-sales application (including consultation, complaint, return/exchange), the seller shall make the first response within 12 hours (during working hours, excluding public holidays), providing a clear solution or a list of materials required from the buyer. "Read but not replied" or only replying with vague statements such as "being processed" (without specific progress updates) is prohibited. If no response is made within 24 hours, the platform will automatically intervene and handle the case as "seller non-response", deducting 3 points from the seller’s "Service Score" for each incident.
• After-Sales Processing Cycle: ① Consultation-related issues (e.g., product usage, logistics progress): Shall be resolved within 48 hours after the first response. If an immediate resolution is not possible, the seller must inform the buyer of the processing progress (e.g., "We have contacted the logistics provider and will reply to you within 24 hours"). ② Return/exchange issues: The total cycle from the buyer’s application submission to the seller’s completion of refund/exchange shall not exceed 15 days (extended to 30 days for cross-border orders). If the cycle is exceeded without completion, the platform will enforce the resolution and deduct 2 points from the seller’s "Credit Score" for each incident. ③ Complaint-related issues (e.g., product quality complaints, false advertising complaints): The seller shall reach a settlement with the buyer or provide a valid solution within 7 days after the first response. If no settlement is reached, the platform will intervene in mediation, and the mediation result shall be final and binding.
• After-Sales Record-Keeping and Archiving: Sellers shall establish a ledger for all after-sales orders, recording "buyer information, order number, after-sales type, processing process, handling result, and buyer feedback". The retention period of these records shall not be less than 1 year. The platform has the right to conduct random inspections; if the ledger is incomplete or contains false records, 3 points will be deducted from the seller’s "Credit Score" for each violation.
• 4.3 After-Sales Dispute Resolution Mechanism
• Priority to Internal Negotiation: When an after-sales dispute arises, the seller shall first negotiate with the buyer through platform messages, phone calls, or other means. During the negotiation process, the seller must maintain patience and politeness, refrain from using abusive or threatening language, and shall not intentionally delay or avoid resolution. If an agreement is reached through negotiation, the seller shall sign the After-Sales Settlement Agreement (template provided by the platform) and implement the agreement accordingly.
• Platform Intervention Conditions and Process: If the buyer and seller fail to reach an agreement within 7 days of negotiation, or if the buyer is dissatisfied with the seller’s handling result, the buyer may apply for platform intervention. After receiving the application, the platform will collect evidence from both parties within 3 working days (the seller must submit evidence such as product quality inspection reports and logistics certificates within 24 hours). The platform will make a ruling based on these Rules and the XOOBAY Platform After-Sales Dispute Resolution Standards, and notify both parties of the ruling via their registered email/mobile phone number. The ruling is final and non-revocable. If the seller disagrees with the ruling, they may submit a review application with new evidence within 3 working days of receiving the ruling; the platform will issue a final review result within 5 working days.
• Dispute Liability Determination and Compensation: ① Seller’s liability (e.g., product quality issues, false description, delayed shipment): The seller shall bear "refund + the buyer’s reasonable losses (e.g., shipping fees, taxes) + platform penalty (5%-10% of the order amount)". ② Buyer’s liability (e.g., no-reason return that affects secondary sales, product damage caused by personal reasons): The buyer shall bear "return shipping fees + product depreciation fees (calculated based on the degree of product use, with a maximum of 30% of the order amount)". ③ Force majeure (e.g., natural disasters, sudden customs policy changes leading to clearance failure): The two parties shall resolve the issue through negotiation, or implement the platform’s "Force Majeure Handling Plan"; neither party shall bear liability for breach of contract.

5. Customer Communication and Service

• 5.1 Communication Channel and Specifications
• Communication Channel Restrictions: All communications between the seller and the buyer must be conducted through the platform’s built-in "Message Center". Sellers are prohibited from guiding buyers to use third-party communication tools (e.g., WeChat, WhatsApp, email), or sending third-party platform links, QR codes, contact information, etc., in communications (e.g., "Add WeChat for discounts" or "WeChat customer service is more responsive"). Any violation of this provision will be deemed "guiding offline transactions", resulting in a deduction of 8 points from the seller’s "Credit Score" for each incident; in severe cases, the store’s operation will be suspended.
• Communication Language and Etiquette: ① Language requirements: For cross-border communications, the seller must use the language selected by the buyer (e.g., if the buyer chooses English, the seller must reply in English and shall not use only Chinese). Alternatively, the seller may use the multilingual translation tool provided by the platform, but the translation result must be accurate; intentional use of incorrect translations to mislead the buyer is prohibited. ② Etiquette requirements: Replies must be polite and professional, using standard phrases such as "Hello", "How can I assist you?", and "Thank you for your understanding and support". Blunt or perfunctory expressions (e.g., "Check the product page yourself" or "This is not our responsibility") are prohibited. ③ Content restrictions: Sellers shall not request irrelevant personal information from buyers (e.g., ID card number, bank card number, home address, except for information required by laws and regulations or logistics needs), send harassing content (e.g., frequent advertising promotions, malicious reminders to confirm receipt), or use threatening/insulting language (e.g., "No refund until you withdraw the complaint" or "You are being unreasonable"). If the buyer complains and the platform verifies the violation, 2 points will be deducted from the seller’s "Service Score" for each incident; in severe cases (e.g., causing significant dissatisfaction to the buyer or negative public opinion), 5 points will be deducted from the seller’s "Credit Score" and the store’s customer service function will be suspended for 3-7 days.
• 5.2 Buyer Consultation and Demand Response
• Consultation Response Timeframe: During working hours (9:00-21:00, including time zone adaptation periods for major markets covered by the platform), the seller must respond to the buyer’s real-time consultations (e.g., product details, inventory status, logistics progress) within 5 minutes. For consultations received outside working hours, the seller must respond within 30 minutes of the start of the next working day. Failure to meet the response timeframe will be recorded as "delayed consultation response". If there are more than 5 such records in a month, 3 points will be deducted from the seller’s "Service Score"; if there are more than 10 records, 4 points will be deducted from the seller’s "Credit Score" and the store’s exposure will be restricted for 7 days.
• Demand Resolution Requirements: For reasonable demands raised by the buyer (e.g., modifying the delivery address, reissuing accessories, explaining product usage), the seller must provide a feasible solution within 2 hours of clarifying the demand, and shall not unreasonably refuse or delay. For example: If the buyer applies to modify the delivery address before shipment, the seller must assist in modifying it immediately if no logistics costs have been incurred; if logistics costs have been incurred, the seller must negotiate a cost-sharing plan with the buyer (e.g., splitting the shipping fee) and complete the modification within 12 hours. If the seller unreasonably refuses or delays handling, leading to a buyer complaint, 3 points will be deducted from the seller’s "Credit Score" for each incident, and the seller must bear the buyer’s reasonable losses (e.g., return shipping fees) caused thereby.
• 5.3 Buyer Review Management
• Review Reply Specifications: After the buyer completes an order review (including positive, neutral, and negative reviews), the seller must reply within 24 hours. When replying to positive reviews, the seller shall express gratitude and convey service sincerity (e.g., "Thank you for your recognition! We will continue to improve product quality and look forward to your next visit~"). When replying to neutral/negative reviews, the seller shall first apologize (e.g., "We are very sorry for the unpleasant experience you encountered"), then explain the cause of the problem (e.g., "After verification, the logistics delay you reported was caused by a temporary customs inspection in your area"), and finally provide a solution (e.g., "We have applied for a 10-yuan compensation coupon for you, which can be used for your next purchase. We will also strengthen communication with the logistics provider to avoid similar issues"). Perfunctory replies (e.g., "Understood" or "Read") or arguments with the buyer (e.g., "You didn’t read the product description clearly—why give a negative review?") are prohibited; any violation will result in a deduction of 2 points from the seller’s "Service Score" for each incident.
• Prohibition of Review Intervention: Sellers shall not interfere with buyer reviews through any means, including but not limited to: ① Inducement with material benefits (e.g., "5 yuan cash back for a 5-star positive review" or "Free gift for positive reviews"); ② Threats of negative consequences (e.g., "No after-sales service for negative reviews" or "Negative reviews will affect your account credibility"); ③ Inducing review modification/deletion (e.g., "We will reissue the product immediately after you delete the negative review"); ④ Fabricating reviews (e.g., posting positive reviews using fake accounts or hiring third parties to generate fake reviews). If such behavior is discovered, the platform will handle it based on the severity: For the first violation, 8-15 points will be deducted from the seller’s "Credit Score" and 30% of the store’s products will be removed from the shelves; for the second violation, 20-30 points will be deducted from the "Credit Score" and the store’s operation will be suspended for 15-30 days; for the third violation, the store will be permanently closed and the seller will be included in the "Blacklist".

6. Marketing and Promotion Specifications

• 6.1 Platform Event Participation Rules
• Event Registration Qualifications: To participate in official platform events (e.g., cross-border shopping festivals, seasonal sales, category-specific promotions), sellers must meet the following basic requirements: ① The store’s "Credit Score" is not less than 85, and the "Service Score" is not less than 90; ② No major violation records (e.g., "false shipment", "infringement", "guiding offline transactions") in the past 3 months; ③ The product positive review rate is not less than 95%, and the after-sales dispute rate is not higher than 1%; ④ For products in special categories, the latest qualification certificates must be provided (e.g., recent inspection and quarantine reports for food). The platform will publish specific requirements on the event registration page; sellers who do not meet the requirements will not be able to submit registration applications.
• Fulfillment of Event Commitments: When registering for an event, sellers must confirm and fulfill three core obligations: "event price commitment", "inventory commitment", and "fulfillment commitment". ① Event price commitment: The product price during the event shall not be higher than the price declared when registering for the event. Disguised price increases through "marking up before discounting" (e.g., original price of 100 yuan 7 days before the event, marked up to 120 yuan during the event and then sold at an 80% discount) are prohibited. Violators must compensate the buyer with twice the price difference and will have 6 points deducted from their "Credit Score". ② Inventory commitment: The inventory declared for the event must be truly available for sale. "Overselling" (failure to ship due to actual inventory being less than the declared inventory) is prohibited. If the overselling rate exceeds 5%, 4 points will be deducted from the seller’s "Credit Score" and the seller will be disqualified from participating in events for the next 3 months. ③ Fulfillment commitment: Event orders must be prioritized for shipment, and the shipment timeframe shall be shortened by 20% compared to regular requirements (e.g., regular products require shipment within 48 hours under normal circumstances, so within 38 hours during events). Failure to fulfill this commitment will result in double the "delayed shipment" deduction from the seller’s "Credit Score".
• 6.2 Self-Operated Marketing Event Specifications
• Compliance of Marketing Content: When conducting self-operated marketing activities in the store (e.g., full discounts, coupons, free gifts with purchase), sellers must ensure that marketing information is true, clear, and non-misleading. ① For full discount/coupon events: The "discount threshold", "discount amount", "validity period", and "applicable product scope" must be clearly marked. Hidden restrictions (e.g., "full 200 yuan off 50 yuan" but only applicable to low-priced products) are prohibited. ② For free gift events: The "gift name", "gift quantity", and "whether the gift is shipped together with the main product" must be clearly stated. Using "random gifts" to avoid responsibility (e.g., advertising "free earphones with mobile phone purchase" but actually giving low-quality chargers) is prohibited. ③ Marketing copy shall not use absolute terms (e.g., "lowest price in the entire network", "number one in sales") or false advertising (e.g., "100% cures allergies", "never fades"). Violators must rectify immediately; the platform will block the relevant marketing content until rectification is completed, and deduct 3 points from the seller’s "Credit Score" for each incident.
• Security of Marketing Funds: Marketing funds for coupons, full discount subsidies, etc., issued by sellers through platform tools must be recharged to the platform’s "marketing account" in advance. Issues such as "unusable coupons" or "unfulfilled full discount subsidies" are prohibited. If a marketing event cannot be carried out normally due to insufficient funds in the seller’s marketing account, the seller must compensate each affected buyer with 10 yuan and will have 5 points deducted from their "Credit Score". If the seller intentionally defaults on marketing funds, the platform will freeze the store’s settlement funds to make up for the marketing arrears; in severe cases, the store’s operation will be suspended.

7. Violation Handling and Appeal

7.1 Violation Levels and Handling Measures

Based on the severity of violations and their impact on transaction order and buyer rights, the platform classifies sellers’ violations into three levels: "Minor Violations", "General Violations", and "Serious Violations", with corresponding handling measures as detailed below:

7.1.1 Minor Violations

• Definition: Violations that have minimal impact on the platform’s transaction order, do not directly harm buyer rights, and can be rectified in a short period.
• Typical Behaviors:
1. Missing non-critical product specification parameters (e.g., failing to mark the washing method for clothing while having marked core parameters such as size and material);
2. A single instance of delayed response to consultation (failing to reply to the buyer within the specified timeframe but providing a supplementary reply and resolving the issue within 24 hours);
3. Incomplete after-sales ledger records (e.g., omitting the "buyer feedback" field for some after-sales orders while having recorded the core handling process);
4. Minor defects in main product images (e.g., no watermarks but a resolution slightly lower than 800*800 pixels, which does not affect the recognition of product information).
• Handling Measures:
1. First violation: The platform will send a warning notice via "Seller Center Messages", requiring the seller to complete rectification within 24 hours. After rectification, the seller must submit for review; if the review is passed, no violation record will be kept.
2. 3 cumulative violations within a month: 5 points will be deducted from the seller’s "Service Score", and the product listing function will be restricted for 12 hours (during this period, the seller can only edit products but cannot list new ones).
3. 5 cumulative violations within a month: 10 points will be deducted from the seller’s "Service Score", the product listing function will be restricted for 1 day, and the seller will be disqualified from participating in the platform’s self-operated marketing activities for the current month.

7.1.2 General Violations

• Definition: Violations that undermine the fairness of platform transactions, significantly affect the buyer’s experience, or violate the core provisions of these Rules without crossing the line of illegal acts. Such violations require the seller to rectify within a time limit and bear corresponding consequences.
• Typical Behaviors:
1. A single instance of false shipment (e.g., uploading an invalid logistics tracking number, or logistics records showing "collected" while the product was not actually shipped);
2. Unreasonably refusing 7-day no-reason return/exchange (e.g., refusing a qualified return application on the grounds of "product opened" without valid basis);
3. Misleading marketing information (e.g., marking "full 200 yuan off 50 yuan" for a full discount event, but only applying the discount to low-priced products without prior notice of such restrictions);
4. Minor infringement (first-time infringement of others’ trademark rights or copyrights, with low sales volume of infringing products and no significant impact);
5. Delayed refund (failing to complete the refund within 3 working days after the buyer cancels the order, without valid reasons).
• Handling Measures:
1. First violation: 3-8 points will be deducted from the seller’s "Credit Score" (the specific number of points depends on the severity of the violation, e.g., 5 points for false shipment and 3 points for misleading marketing information). The seller is required to complete rectification within 3 days; if rectification fails, the handling period will be extended.
2. 2 cumulative violations within 6 months: 10-15 points will be deducted from the seller’s "Credit Score", the store’s exposure will be suspended for 7 days (during this period, the store and its products will be ranked lower in search results, with exposure reduced by 50%), and the seller must compensate affected buyers with 5% of the order amount (with a maximum compensation of 50 yuan per order).
3. 3 cumulative violations within 6 months: The violation will be directly upgraded to a "Serious Violation" and handled in accordance with the measures for "first-time Serious Violations".

7.1.3 Serious Violations

• Definition: Violations that seriously infringe on buyers’ legitimate rights and interests, violate national laws and regulations, or maliciously damage the platform’s ecosystem, causing negative impacts on the platform’s reputation.
• Typical Behaviors:
1. Selling counterfeit or shoddy products (e.g., selling counterfeit luxury goods, expired food, or electronic products without 3C certification, verified through testing or buyer reports);
2. Multiple infringements (3 or more cumulative infringements of intellectual property rights, or a single infringement involving high sales volume of infringing products and a wide range of impacts);
3. Inducing offline transactions (guiding buyers to make payments outside the platform through platform communications, resulting in buyers’ fund losses or inability to access after-sales protection);
4. Qualification fraud (submitting fake materials such as PS-ed business licenses or forged quality inspection reports during registration, or providing invalid qualifications during the annual review);
5. Malicious review/ sales manipulation (hiring third parties to improve store ratings or product sales through fake orders, automated reviews, etc., with severe circumstances);
6. Disclosing buyers’ privacy (disclosing buyers’ personal information such as names, phone numbers, and delivery addresses to third parties without permission, or using such information for non-transaction purposes).
• Handling Measures:
1. First violation: 20-50 points will be deducted from the seller’s "Credit Score" (if illegal products are involved, the "Credit Score" will be deducted to zero directly). The store’s operation will be suspended for 15-30 days (during this period, the seller cannot process orders or reply to consultations, and the store page will be hidden). Meanwhile, all funds in the seller’s store account will be frozen for 30 days (used to compensate affected buyers; if the funds are insufficient, the platform has the right to claim compensation from the seller).
2. Second violation: The seller’s store will be permanently closed, all frozen funds in the account will be confiscated (used for the platform’s special fund for violation handling), and the seller and its associated entities (e.g., other accounts registered with the same legal person or IP address) will be included in the platform’s "Blacklist", with permanent prohibition from registration or operation.
3. Involvement in illegal acts: If the violation violates laws and regulations such as the Criminal Law of the People’s Republic of China, Trademark Law, and Consumer Rights Protection Law (e.g., selling counterfeit products with a large amount, defrauding buyers’ funds), the platform will collect relevant evidence and report to local regulatory authorities (such as market supervision bureaus, public security organs, or customs) and cooperate with investigations.

7.2 Violation Appeal Process

If a seller disagrees with the platform’s violation ruling, they may submit an appeal through the "Seller Center - Violation Management - Appeal Channel" within 3 working days of receiving the violation notice. The specific process is as follows:

1. Submission of Appeal Materials: The seller must upload complete appeal materials, including ① an appeal statement (clearly explaining the reasons for objection, e.g., "The ruling of false shipment is incorrect; the actual reason is the logistics provider’s delayed upload of tracking records"); ② supporting materials (e.g., a certificate of delayed tracking record issuance from the logistics provider, communication records with the buyer, product quality inspection report). The materials must be true, valid, and directly related to the violation; false materials will result in appeal failure and stricter handling.
2. Platform Review: The platform will complete the review within 5 working days of receiving the appeal materials. The review will focus on three dimensions: "authenticity of materials", "reasonableness of grounds", and "compliance with exception clauses of the Rules" (e.g., fulfillment delays caused by force majeure). During the review period, the seller can check the review progress through the appeal channel.
3. Issuance of Appeal Result: The platform will send the appeal result to the seller via the registered email/mobile phone number. The result is divided into three categories: ① "Appeal Approved": The original violation ruling is revoked, and the deducted points and restricted rights are restored; ② "Appeal Partially Approved": The severity of the violation handling is adjusted (e.g., reducing the store suspension period from 30 days to 15 days); ③ "Appeal Rejected": The original violation ruling is maintained, and the seller cannot appeal again for the same violation.

8. Supplementary Provisions

8.1 Rule Updates and Notification

The platform will update these Rules irregularly based on changes in laws and regulations, adjustments to the market environment, and feedback on user needs. The updated Rules will be notified to sellers through two channels: "Seller Center Announcements" and "registered email notifications", and will take effect 7 days after the notification is issued. If a seller disagrees with the updated Rules, they may apply to exit the platform before the effective date; if the seller continues to operate on the platform, it shall be deemed that the seller recognizes and accepts the updated Rules.

8.2 Right to Interpret the Rules

The final right to interpret these Rules belongs to XOOBAY E-commerce Platform. If a seller has questions about the understanding of the provisions in these Rules, they may contact the platform for explanation through "Seller Center - Customer Service Consultation". The platform’s explanation shall serve as a supplementary basis for the implementation of the Rules.

8.3 Dispute Resolution

Disputes arising between the seller and the platform due to these Rules shall first be resolved through negotiation. If negotiation fails, either party may file a lawsuit with the people’s court with jurisdiction in the place where the platform is located. If the platform is located in Hong Kong, the dispute shall be resolved in accordance with Hong Kong laws and submitted to the Hong Kong International Arbitration Centre for arbitration.