Seller Policy Pages

Seller Rating System Guide​

​Platform: ZAREXIA
​Target Audience: All Sellers

​1. Overview​

This document provides an introduction to ZAREXIA's ​Seller Rating System, including scoring rules, penalty mechanisms, violation handling processes, and related rights.

​2. How to Access the Seller Rating System?​​

• ​Access Path: [Seller Center > Seller Credit Score]
• ​System Purpose:
  • Encourage sellers to maintain high service standards and enhance buyer experience.
  • Deduct points for behaviors that fail to meet committed targets.

​3. Scoring Rules​

Scores are updated on the ​first day of each month​ based on violations from the previous month. Click on the relevant metric keywords to view detailed policies.

​Core Metrics & Deduction Standards​

​Note:

• Scores are updated monthly. Violations trigger deductions based on the table above.

​4. Penalty System & Levels​

​1. Penalty Types & Corresponding Levels​

​Rules:

• Penalties are triggered when accumulated points reach the threshold of a level.
• Penalty duration: ​28 days. Sellers can restore rights by improving performance during this period.

​2. Examples of Penalty Application​

• ​Seller A: Accumulated 3 points in Week 3 → Penalties lifted in Week 7.
• ​Seller B: Accumulated 3 points in Weeks 3 and 5 → Cumulative points reached a higher level → Penalties lifted in Week 9.
• ​Seller C: Accumulated 3 points in the week before the new quarter and after the quarter started → Points reset for the new cycle.

​5. Customer Service Violation Rules​

​1. Definition of Abuse​

• Verbal attacks (insults, curses, threats), harassment, or actions that harm others’ rights.

​2. Handling Measures​

• Deduction of points for general or severe violations.

​6. Breach of Contract & Measures​

​1. Definition of Breach​

• Seller fails to provide promised services, infringes buyer rights, or violates obligations to ZAREXIA.
• Sellers must fulfill statutory or agreed-upon replacements, refunds, or returns.

​2. Specific Violations & Deductions​

• ​General Violation​ (5 points per incident):
  • Unfulfilled promises for paid orders (e.g., no shipment, no refund).
  • Restore 5 points by completing 5 orders.
• ​Severe Violation​ (10 points per incident):
  1. Refusing refund responsibilities ruled by ZAREXIA.
  2. Denying 7-day no-reason return responsibilities ruled by ZAREXIA.
  3. Unilaterally delaying or refusing to send promised trial products.
  4. Failing to process orders within 72 hours post-payment.
  5. Failing to meet activity requirements (excluding shipping time) or violating ZAREXIA’s policies (e.g., rules, category standards).
  • Restore 20 points by completing 20 orders.

​7. Penalty Duration & Rights Restoration​

• ​Duration: 28 days.
• ​Restoration Conditions:
  • Take corrective actions (e.g., improve service response time, reduce cancellation rate).
  • Achieve performance targets (e.g., complete a specified number of orders).

​8. Violation Handling Process​

​1. General Violation​

• ​Trigger: Consumer complaint, ZAREXIA rules violation confirmed.
• ​Deduction: 5 points per incident.
• ​Recovery: Complete 5 orders to restore 5 points.

​2. Severe Violation​

• ​Trigger: Consumer complaint, ZAREXIA rules violation confirmed (serious case).
• ​Deduction: 20 points per incident.
• ​Recovery: Complete 20 orders to restore 20 points.

​3. Extreme Violation​

• ​Measure: Immediate account freeze and store closure within 28 days.

​9. Score Appeal Process​

• ​How to Appeal: Click the [Help Center Link] to submit an appeal.
• ​Outcome: If successful, deducted points will be revoked, and rights restored immediately.

​10. New Seller Benefits​

• ​30-Day Free Exhibition Period: New stores receive free product promotion during the first 30 days.

​11. Final Interpretation​

ZAREXIA reserves the right to interpret these rules.