When selling on Shopee, adhering to regulations regarding off-platform transactions is crucial to avoid penalties and maintain stable business operations. Below are some frequently asked questions about Shopee's off-platform transaction policy that Lameco has compiled to help sellers understand better.
1. Does Shopee review chat/livestream/video/product detail page/shop decoration images, etc., posted before September 16, 2024, to count as off-platform transaction violations?
- Chat/Livestream: Messages or livestreams that have ended containing off-platform transaction information will not be affected. The regulation on off-platform transactions via chat/livestream will only apply from September 16, 2024, onwards.
- Other content (video, product detail page, etc.): Sellers need to review and delete all off-platform transaction-related information. From September 16, 2024, Shopee will check all videos and products, including those posted before September 16, 2024, to apply handling measures according to the regulations if violations are found.
2. What specific information is considered off-platform transactions?
Specific examples of off-platform transaction information include:
- Leaving contact information when chatting with the Buyer, in automatic messages.
- Information on product images, decoration images, shop logos.
3. In what cases can the seller ask for the Buyer's contact information?
The seller is not allowed to proactively ask for contact information in any case, unless the buyer proactively provides contact information through Shopee's Chat feature.
4. Do product images containing documents proving the origin of the product (invoice, business registration certificate, product announcement...) with the address and phone number of the Manufacturer count as violations?
Product origin documents (invoice, business registration certificate, product announcement...) containing the address and phone number of the manufacturer will not be considered violations due to the specific nature of these documents.
5. Can sellers enter production facility information and production address in the Product Description section?
Sellers can enter information about the responsible production unit in the "Origin" or "Name of the responsible organization" attribute. Shopee will handle acts of intentionally providing contact information that violates the regulations.
6. Do out-of-stock/hidden products need to be modified for off-platform transaction-related information?
Sellers need to delete information that violates off-platform transaction regulations even in out-of-stock and hidden products.
7. Product images must clearly show the packaging, but the product packaging has contact information of the Manufacturer (phone number, address - including product images or videos). Will this be considered a violation?
- Product packaging images containing the Manufacturer's contact information (phone number, address, etc.) will not be considered violations due to the nature of the product.
- However, sellers need to note that if this contact information is not of the manufacturer, it will still count as a violation of Shopee's off-platform transaction regulations.
8. Do thank-you cards/product warranty cards containing phone numbers included in the package count as violations?
Thank-you cards or product warranty cards containing phone numbers included in the package will not be considered off-platform transaction violations. However, if contact information appears on product images, product descriptions, videos, livestreams, or any other location in the store, it will be considered a violation.
9. If an order is under-delivered, can the seller ask for the Buyer's contact information to resend the product?
When an order is under-delivered, the seller can guide the Buyer to click "Request Return/Refund" with the reason "I did not receive the goods/received less goods" to refund the missing amount to the Buyer without asking for the Buyer's contact information. If the buyer still needs the under-delivered product, the seller can guide the buyer to place a new order.
Conclusion
Shopee's off-platform transaction policy ensures safety and transparency in transactions between buyers and sellers. Adhering to these regulations helps sellers avoid penalties and maintain their reputation and service quality.
If you have any questions or need more information, do not hesitate to contact Lameco. We are always ready to support you.
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