The Seller Penalty Matrix defines consequences for violating marketplace policies. Penalties depend on severity and frequency of violations.
1. Order Fulfillment Violations
- Late shipment (1–2 days): Warning + rating reduction
- Late shipment (3+ days): Penalty fee + listing freeze
- Out-of-stock cancellations: Penalty fee + account strike
- Fake tracking number: Penalty + suspension review
- Repeated delays: 7-day suspension
2. Listing & Content Violations
- Misleading descriptions: Listing removal + warning
- Incorrect pricing: Penalty fee + correction
- Duplicate listings: Removal + warning
- Stolen images: Strike + removal
- Prohibited content: Possible permanent suspension
3. Product Quality Violations
- Low-quality/damaged items: Refund + warning
- Counterfeit products: Permanent ban
- Wrong item delivered: Refund + penalty fee
- Repeated complaints: 14-day suspension
4. Customer Service Violations
- No response within 48 hours: Warning + rating drop
- Abusive communication: Strike + suspension
- Off-platform deals: Penalty + suspension
5. Returns & Refund Violations
- Delayed refunds: Penalty fee
- Refusing valid returns: Suspension review
- No return instructions: Warning
- Repeated issues: 14-day suspension
6. Fraud & Policy Abuse
- Fake reviews: Strike + suspension
- Multiple fake accounts: Permanent ban
- Misleading buyers: Removal + penalty
- System abuse: Permanent suspension
7. Financial Violations
- Fraud-related disputes: Account closure
- Unpaid fees: Payout hold
- Repeated chargebacks: Suspension
8. Logistics & Packaging
- Poor packaging: Refund + warning
- Ignoring packaging standards: Penalty after warnings
- Return mishandling: Suspension review
9. Major Offenses
- Illegal products: Permanent suspension
- Counterfeit goods: Marketplace ban
- Fraud: Ban + legal action
- Severe violations: Permanent removal
10. Appeal Process
Sellers may appeal penalties within 7 days via support@soukeastleigh.com with supporting evidence.