Seller Protection Policy

Osbisy’s Seller Protection can offer a little extra peace of mind to eligible sellers. When you qualify, Osbisy will work with you to resolve cases, investigate chargebacks, and help you deal with any other issues that come up with your Osbisy shop. This Seller Protection Policy explains the steps you must take to be eligible for Seller Protection and the types of items and transactions that may be covered.

This policy is a part of our Terms of Use. By opening an Osbisy shop, you’re agreeing to this policy and our Terms of Use.

Eligible sellers are automatically enrolled in Seller Protection — there is no application process. Here's what you need to do to make sure your shop is covered:

A. Keep your shop in good standing (that means you're not violating any of Osbisy's policies).
B. Enroll in Osbisy's payment platform, Osbisy Payments.
C. Fill out all of your Shop Policies (it's especially important to have policies for returns, exchanges, and custom orders). Your Shop Policies have to comply with Osbisy's policies, as well as your local laws.
D. Use accurate photographs and descriptions when you list items.
E. Include reasonable and accurate processing times or dispatch-by dates.
F. Cooperate with investigations conducted by Osbisy. Promptly provide any information requested by Osbisy, and cancel and refund any transactions deemed invalid or unauthorised by Osbisy.

Follow these steps to make sure your orders are covered by Osbisy's Seller Protection:

A. Dispatch your order according to the processing time or dispatch-by date you listed or as agreed upon through Osbisy Messages.
B. Dispatch the order to the address provided on Osbisy. If your buyer provides an alternate delivery address through Messages, be mindful of fraud or scams. You may choose to cancel and refund the order and ask the buyer to purchase the item again with the corrected delivery address.
C. Mark the order as dispatched after you send it out. If you use Osbisy Postage Labels, the order will automatically be marked as dispatched.
D. Provide valid proof of dispatch. Valid proof can include a delivery or tracking number that shows the order route and delivery progress.
E. Use Osbisy Payments to receive payment for the order.

While most items and transactions qualify for Seller Protection, there are a few exceptions:

A. Items sold in person via the Sell on Osbisy app.
B. Subscriptions or other transactions in which the buyer submits a single payment for recurring deliveries (like item-of-the-month clubs).
C. Transactions processed outside of Osbisy Payments, for example, through standalone PayPal or a personal check.
D. Any order or transaction that is fulfilled by the seller despite notice from Osbisy that the order or transaction in question is invalid, fraudulent, or under investigation.

If your shop and the order in question satisfy the eligibility requirements, Osbisy will try to help you resolve Non-Delivery cases, Not as Described cases, and chargebacks. We may have to request additional information or assistance from you. For Non-Delivery or Not as Described cases, we'll need you to respond to our inquiries within 3 calendar days or the time frame noted by Osbisy in the case. If a chargeback is filed against you, we'll need you to respond to any enquiries within 3 calendar days or the time frame indicated by Osbisy. If you don't give us the necessary information in time, we may not be able to help resolve the dispute. Please keep in mind that we can't guarantee a resolution in your favour.

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