Seller Rules Dispute Resolution

 1. Dispute Resolution and Return of Goods

• Resolving a dispute against Cool Orca is simple and transparent.
• After the buyer receives the order, they have 15 days to initiate a dispute.
• Dispute resolution and return of goods can be initiated using the refund button in the buyer's and seller's accounts. The dispute's progress can be tracked on the dashboard.
• Disputes must be resolved within 15 days.

2. Dispute Resolution Timeline

• Within the first 10 days, the buyer communicates with the seller to resolve the dispute.
• Sellers are obliged to resolve the dispute during this period and make a decision regarding a full or partial refund.
• If the seller does not resolve the dispute within 10 days, Cool Orca will step in for an additional 5 working days to facilitate a resolution.

3. Seller Independence and Conduct

• Sellers are responsible for independently resolving disputes regarding their orders.
• Sellers must make decisions based on their established return policies and be transparent with buyers regarding the resolution.
• Rude behavior or threats towards buyers are strictly forbidden.
• Violations may result in fines or account resets.

4. Consequences for Seller's Fault

• If a dispute is closed due to the fault of the seller (e.g., deliberate sending of a defective product, providing incorrect tracking information, failure to send the product), the seller may face one or more of the following consequences:
• Deduction of "bad points" from the seller's account.
• Imposition of a fine or penalty.
• Account restrictions or suspension, depending on the severity of the violation.

5. Account Suspension for Chronic Disputes

• If a seller accumulates a high number of unresolved critical disputes that cannot be resolved to the satisfaction of buyers and Cool Orca, the seller's account may be suspended or pre-installed.
• The decision to suspend or pre-install an account will be made by Cool Orca based on the severity and frequency of the disputes.

6. Seller Insurance Policy

• Cool Orca offers a Seller Insurance Policy to provide financial protection to sellers.
• The insurance covers situations such as refunds issued to buyers for valid reasons, losses due to disputes where the seller is not at fault, and other eligible scenarios.
• Sellers are eligible for coverage if they adhere to Cool Orca's rules and policies.
• To file an insurance claim, sellers must provide detailed documentation and evidence of the loss or dispute.
• Claims will be evaluated on a case-by-case basis, and deductibles, if applicable, will be deducted from the approved claim amount.

7. Continuous Improvement

• Cool Orca periodically reviews and updates dispute resolution procedures, seller rules, and insurance policies to enhance the overall experience for buyers and sellers on the platform.

8. Accurate Product Descriptions

• Sellers must provide accurate and detailed product descriptions, including features, specifications, and condition.
• Misleading or inaccurate information is prohibited.

9. Timely Order Fulfillment

• Sellers are expected to fulfill orders promptly within the timeframes specified in their listings.
• Notify buyers promptly if there are any delays or issues with order fulfillment.

10. Quality Assurance

• Sellers are responsible for ensuring the quality and condition of their products meet the standards promised in their listings.

11. Clear Return and Refund Policies

• Sellers must maintain clear and accessible return and refund policies on their product listings.
• These policies should align with Cool Orca's overall return policy guidelines.

12. Ethical Communication

• Sellers must communicate with buyers in a professional and respectful manner.
• Avoid rude, threatening, or inappropriate language.

13. Compliance with Platform Rules

• Sellers are required to adhere to all rules, policies, and guidelines set forth by Cool Orca.
• Violations may result in penalties, including account suspension and insurance claim ineligibility.

14. Customer Support

• Sellers should provide responsive and helpful customer support to address buyer inquiries and concerns.

15. Transparency

• Sellers must be transparent with buyers regarding product availability, shipping times, and any potential delays.

16. Product Safety

• Sellers are responsible for ensuring their products comply with safety regulations and standards.

17. Handling Returns

• Sellers should promptly process returns in accordance with their return policies once they are authorized by the buyer.

18. Shipping and Tracking

• Sellers should provide accurate tracking information to buyers and ensure timely shipping of orders.
• Notify buyers of any shipping delays.

19. Payment Compliance

• Sellers must comply with Cool Orca's payment policies, including timely withdrawal of funds and payment of platform fees.

20. Data Privacy and Security

• Sellers are responsible for protecting customer data and maintaining security measures in accordance with applicable data protection laws.

21. Continuous Improvement

• Sellers are encouraged to seek feedback from buyers and continuously improve their services and product offerings.

22. Reporting Violations

• Sellers are encouraged to report any violations of platform rules and policies by other users to Cool Orca's support team.

23. Anti-Fraud Measures

• Sellers should implement anti-fraud measures to protect themselves and buyers from fraudulent activities.

24. Currency and Pricing Accuracy

• Sellers must accurately list prices in the appropriate currency and update prices as needed.

25. Tax Compliance

• Sellers are responsible for complying with applicable tax laws and regulations, including the collection and remittance of sales taxes.