Customer experience standards
Service quality
Customer experience standards
Keep refund complaints, late deliveries and cancellations below the published limits.
Not allowed
Refund complaints on more than 5% of orders in 30 days
Delivering more than 10% of orders after the promised date
Cancelling orders after payment without contacting the customer
Allowed
Pausing a product you cannot deliver on time
Replying to complaints within 48 hours and resolving them
Why we have this rule
We show shops with fewer problems first, so customers find reliable sellers and good sellers win.
If this rule is broken
The channel that looks after it may warn or suspend. Scams and illegal content are acted on straight away.
How decisions work
All Community rules