Seller Policy Overview

Last updated on July 16, 2020

Our policies help build and maintain customer trust in Coolorca’s international marketplace, so we can continually connect your products with customers worldwide. If you follow these policies, your store can participate in various programs offered on Coolorca.

1Sellers provide Coolorca truthful and accurate information at all times

Sellers provide Coolorca truthful and accurate information at all times Sellers are expected to be truthful and accurate when entering information into the Coolorca platform. Product listings should be truthful and accurate, this includes but not limited to images, inventory, pricing. Product images should depict the product being sold accurately. The product description should not include conditions that are different from the product image.

2Sellers should ensure orders are delivered to the customer as fast as possible

Customers expect to get what they ordered promptly. Sellers should ensure the customers receive what they ordered as quickly as possible.

Accomplish this by:

1. Fulfilling orders quickly.

2. Using reliable and efficient shipping methods.

1Registration

Last updated on July 16, 2020

1.1Information provided at registration must be true and correct

If the information about an account provided during registration is inaccurate, the account risks suspension.

1.2Each entity may have one account only

If any company or person has multiple accounts all accounts risk suspension.

1.3ERP Partners and Private API are subject to Partner Terms of Service

ERP Partners and Private API Sellers that are used on Coolorca are subject to the Coolorca API Terms of Service.

1.4Sellers must properly safeguard customer data

Failing to properly safeguard personal customer information and data may result in higher penalties, suspension, and/or termination.

Examples of improper safeguarding of customer information and data include, but are not limited to:

• Improperly exposing names and addresses of customers to outside parties

• Partnersing API tokens publicly

• Sharing passwords to accounts

2Listing Products

Last updated on May 11, 2021

2.1Information provided during product upload must be accurate

If a Seller provides inaccurate information about the product they are listing, the product could be removed and the account could face penalties or suspension.

2.2Counterfeit products are strictly prohibited on Coolorca

Listing counterfeit products on Coolorca is not tolerated. If a Seller lists counterfeit products for sale, the products will be removed and their account will face penalties and possible suspension.

2.3Products and listings may not infringe on the intellectual property of others

Products and listings may not infringe on the intellectual property of others. This includes, but is not limited to: copyright, trademarks, and patents. Sellers are responsible for ensuring that their products and listings do not infringe and are encouraged to do an IP clearance check before listing products. If a Seller repeatedly lists products that infringe on others’ intellectual property, the products will be removed and their account will face possible penalties of $500.00* or more and/or suspension.

If a Seller continues to repeatedly infringe on the intellectual property rights of others, their account is at risk of higher penalties, suspension and/or termination.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

2.4Product listings may not refer customers off of Coolorca

If a Seller lists a product which encourages customers to leave Coolorca or contact a store outside of Coolorca, the product will be removed and the account risks suspension.

2.5Listing duplicate products is prohibited

Listing the same product multiple times is prohibited. Products of the same size should be listed as one product. Duplicate products should not be uploaded. If a Seller uploads duplicate products the products will be removed and the account risks suspension.

2.6Modifying a product listing from its original product to a new product is forbidden

If a Seller changes a product listing into a new product, the product will be removed, the account will be penalized up to $20.00*, and the account will be at risk of suspension.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

2.7Prohibited product listings will be penalized

As a Seller on Coolorca you are responsible for ensuring the legal compliance of your products in the regions you ship to and ship from. If a product listing is detected to not comply with Coolorca’s Prohibited Product Listings policies, the Seller may be penalized and the product listing may be taken down. Penalties range from a). $10.00 per violating product to b). $250.00 per violating product plus the total order value for all orders generated by the violating product during its lifetime, depending on the severity of the violation. In addition, the Seller’s account may be suspended for selling prohibited products.

Order value is defined as 'quantity * (Seller price + Seller shipping)'.

If a package is found to contain a product that does not comply with all applicable laws, including customs regulations for the origin country (i.e. location of export) or destination country (i.e. location of import), Sellers may be penalized for the actual costs incurred by the carrier to destroy the product.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

2.8A product listing may not include different products of high variance

If a Seller includes different products of high variance in one listing, the product will be removed and the account risks suspension.

High variance products refer to the following:

• Products that are fundamentally different from each other

• Products that require completely different product description

• Products that cannot both be described by a single product title

• One product is another product’s accessory

• A customer would not expect to find the products together on the detail page

We reserve the right to remove products that violate this product variance policy.

2.9Extreme price variance within one product listing is prohibited

Sellers may set the maximum variation price to be up to $20.00 more than the minimum variation price. A product listing that does not adhere to the price variance policy will be removed and the account risks suspension.

We reserve the right to remove products that violate this pricing variance policy.

If you have this need for legitimate reasons, please contact your Account Manager or Seller Support at Seller _support@Coolorca.com.

2.10Product listings that are detected to be misleading will be penalized

If a product listing or a product variation is detected to be misleading, the Seller may be penalized up to $200.00* if there were orders placed in the last 30 calendar days from when the product or variation was detected as misleading. Seller may also be responsible for 100% of any future refund on an order placed on the detected misleading product or variation.

Sellers are allowed to dispute these penalties.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

2.11Extreme price increases within one product listing are prohibited

Sellers may increase prices for both promoted and non-promoted products (product price and/or shipping price) by $10.00* or up to 100%, whichever is greater, within a 1-week period. For a given product, this price restriction applies independently to the product price and shipping price.

2.12Manipulated Reviews and Ratings Policy

Coolorca strictly prohibits any attempt to manipulate customer reviews and/or ratings, and expressly prohibits compensated reviews and/or ratings. Any reviews and/or ratings generated by the Sellers directly or indirectly are also prohibited. Orders that are found to have been affected by manipulated reviews and/or ratings are subject to be penalized up to $10.00* per affected order.

Order value is defined as ‘quantity * (Seller price + Seller shipping)’.

2.13Product Reference Price Policy

Listings include a field for a comparison or reference price (“MSRP Field”). Sellers are not required to provide a value for the MSRP Field. If Sellers choose to provide a value for the MSRP Field (a “Reference Price”), each Reference Price must comply with this Policy. A Reference Price must be truthful and not misleading. And Seller may only include a Reference Price in a Listing if that dollar figure is an actual reference price of the item, which means it is either: (a) the Manufacturer’s Suggested Retail Price (MSRP) or similar list price of the product; or (b) the price at which the item was recently offered for sale and for a reasonable period of time.

2.14Price Gouging Policy

Manipulative pricing strategies are detrimental to the customer experience and are not permitted on Coolorca. Sellers found to be setting prices significantly higher than reasonable market value for certain products may be penalized up to $200.00* per listing. These penalties may be disputed.

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.

3Product Promotion

Coolorca may promote a product at any time. If a product's pricing, inventory, or details are inaccurate the Seller risks exposing themselves to the following policies.

3.1Extreme price increases within one promoted product listing are prohibited

Sellers may increase prices for both promoted and non-promoted products (product price and/or shipping price) by$10.00* or up to 100%, whichever is greater, within a 1-week period. For a given promoted product, this price restriction applies independently to the product price and shipping price.

3.2Inventory cannot be lowered on promoted products, except within an acceptable range

Inventory cannot be lowered on promoted products, except within an acceptable range.

Sellers may decrease a promoted product's inventory levels every 14 calendar days by up to 50% or 5, whichever is greater.

These inventory changes may be applied on a warehouse-by-warehouse level.

3.3Promoted products cannot be edited

Editing a promoted product's title, description, or images is strictly prohibited.

3.4New variations cannot be added to promoted products

Adding a new size/color variation to a promoted product is prohibited.

4Intellectual Property

Coolorca has a strict policy against counterfeits and intellectual property infringement.

If Coolorca determines (in its sole discretion) that you are selling counterfeit goods, you agree that, without limiting any of Coolorca’s rights under this Agreement or at law, Coolorca may (in its sole discretion) suspend or terminate your selling privileges or cause payments to you to be withheld or forfeited.

4.1Selling counterfeit products is strictly prohibited

Selling products which mimic or allude to the intellectual property of others is prohibited. If a Seller lists counterfeit products, the products will be removed and their account faces penalties and possible suspension. 

4.2Selling products which infringe on another entity's intellectual property is prohibited

Product images and text may not infringe on the intellectual property of others. This includes, but is not limited to: copyright, trademarks, and patents. If a Seller lists products which infringe on the intellectual property of others, the products will be removed and their account faces penalties and possible suspension. 

4.3Proof of authorization to sell a product is the burden of the Seller

If a product is counterfeit or infringes on intellectual property, it is the burden of the Seller to provide proof they are authorized to sell the product.

4.4Providing inaccurate or misleading proof of authorization to sell is prohibited

If a Seller provides inaccurate or misleading proof of their authorization to sell a product, their account will be suspended.

4.5Penalties for counterfeit or intellectual property infringement

All products are reviewed for counterfeit and intellectual property infringement. If a product is found to violate Coolorca's policy, it will be removed and all payments will be withheld. The Seller may be penalized up to $10.00* per counterfeit product. The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

4.6Counterfeit penalties for approved products

Approved products are reviewed again for counterfeit and intellectual property infringement after the Seller changes the product name, product description or product images. During review, the product will be available for sale. If the product is found to violate Coolorca's policy after the edit, the product will be removed and all payments will be withheld. The Seller account may receive possible penalties and/or suspension.

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.

5Fulfillment

Fulfilling orders promptly and accurately is the number one priority of a Seller receiving sales.

5.1All orders must be fulfilled in 5 calendar days

If an order is not fulfilled in 5 calendar days after the order is released to the Seller, it will be auto-refunded and the associated product may be disabled. The Seller will be penalized $50.00* per auto-refunded order in this case.

5.2If a Seller has an extremely high number of orders refunded by Seller Policy 5.1, their account will be suspended

Auto-refund ratio is the number of orders automatically refunded due to Seller Policy 5.1 over the number of orders received. If this ratio is extremely high, the account will be suspended.

5.3If a Seller's fulfillment rate is extremely low, their account will be suspended

Fulfillment rate is the number of orders fulfilled over the number of orders received. If this rate is extremely low, their account will be suspended.

5.4Orders that qualify for the Confirmed Delivery Policy must be shipped with one of our Confirmed Delivery carriers that provide last mile tracking.

The Confirmed Delivery Policy affects orders that are shipped to the following countries with an order value above their respective thresholds.

** The "Seller Shipping" component will include an estimated CoolorcaPartners Shipping amount for orders bound for destination countries included in Coolorca's unification initiative.

Requirements:

• Orders that qualify for the Confirmed Delivery Policy must be confirmed fulfilled within 7 calendar days from the order released time;

• Orders must be shipped by one of our qualified carriers with a method that provides last-mile tracking;

• Orders must be confirmed delivered by one of the qualified Confirmed Delivery shipping carriers within 30 calendar days of the order being available for fulfillment.

Sellers that do not meet these requirements are at risk of account suspension.

5.5Orders that are not confirmed fulfilled by the carrier within the designated amount of time after order released date will be penalized

If an order is not confirmed fulfilled by the carrier within the following designated amount of time after the order is released, the Seller will be penalized 20% of the order value, or $1.00*, whichever is greater:

• Orders where (Seller price per item + shipping price per item) is less than $100.00* that are not confirmed fulfilled within 168 hours of the order being released will be penalized.

• Orders where (Seller price per item + shipping price per item) is greater than or equal to $100.00* that are not confirmed fulfilled within 336 hours of the order being released will be penalized.

Order value is defined as ‘quantity * (Seller price + Seller shipping)’.

An order's penalty for late confirmed fulfillment will be reversed if the order is confirmed delivered by the carrier within X calendar days from the order released time. However, the penalty will not be reversed if the Seller updates the tracking number for any reason.

Sellers are allowed to dispute these penalties via the order tracking dispute tool.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

5.6Orders that are fulfilled with fake tracking numbers will be penalized

If at any time a Seller provides a tracking number found to be fake, the Seller may be subject to penalties. The penalty amount issued will reflect order value plus $500.00*.

Order value is defined as 'quantity * (Seller price + Seller shipping)'.

The penalty can only be disputed and approved within 90 calendar days from when the penalty was created. If the penalty dispute is not approved within the 90 calendar day period from when the penalty was created, the penalty will not be reversed.

5.7Deceptive Fulfillment Policy

Orders that are fulfilled deceptively are subject to decreased impressions for your store and a penalty of $10,000.00* per incident.

for orders shipped from Mainland China, unless utilized through CoolorcaPartners. Orders that are shipped from other regions/countries outside of Mainland China will be unaffected.

Seller stores detected to violate these shipping policies will be subject to penalties, payment withholding and/or possible suspension in the future.

If an order has been found to be shipped from Mainland China, and was shipped with a carrier other than CoolorcaPartners, the violating order will be penalized $100.00*.

Addendum: Sellers may only remove an Advanced Logistics Program order from the program for one of the qualified reasons. Order removal found to be based on non-qualified reasons may be penalized $100.00* per noncompliant order. Repeated violations of this policy may be subject to further penalties such as account suspension.

All Advanced Logistics Program orders that are removed by Sellers from the program and allowed to be shipped from warehouses outside of Mainland China must be fulfilled with a Confirmed Delivery Carrier. As such, Sellers must also comply with the confirmed delivery timeline requirements outlined for these orders: Seller Policy 5.4 

For Advanced Logistics Program orders that are removed by Sellers for reasons other than "Shipping from outside of Mainland China" (i.e. the order will originate from Mainland China):

• If the order is subject to the Confirmed Delivery Policy, Sellers must fulfill the order with CoolorcaPartners and select an appropriate CoolorcaPartners logistics channel and service level that provide last-mile tracking (i.e. delivery confirmation);

• If the order is not subject to the Confirmed Delivery Policy, Sellers may fulfill the orders with any CoolorcaPartners logistics channel of their choice.

5.9Order Cancellation Penalty Policy

If an order is found to have been cancelled or refunded prior to confirmed fulfillment, the Seller will be penalized $2.00* per violating order.

Sellers are allowed to dispute these penalties within 3 business days after a penalty statement is generated.

5.10Orders flagged as “Advanced Logistics Program Order” must be fulfilled with required CoolorcaPartners logistics channels

Eligible orders tagged as “Advanced Logistics Program Order” must be fulfilled with one of the following CoolorcaPartners logistics channels based on whether the order is subject to the Confirmed Delivery Policy.           (Seller Policy 5.4):

If affected orders are not fulfilled with the two required logistics channels, Sellers may be subject to penalties.

5.11Orders not delivered to the Advanced Logistics Program warehouse within 168 hours of order released time will incur additional charges

If an order is not delivered to the Advanced Logistics Program warehouse within 168 hours of the time the “Advanced Logistics Program Order” is released to Sellers, Sellers will be charged 100% of the shipping fees based on pricing schedule, plus an additional 50% of the original shipping fees.

Sellers are allowed to dispute this additional 50% fee via the EPC Dispute Tool within their Coolorca.

5.12Sensitive or special products within the Advanced Logistics Program must be correctly declared

Sellers must correctly identify and declare sensitive or special products in Coolorca Partners before shipping them to the Advanced Logistics Program warehouse. Sellers must deliver general and sensitive/special products to the Advanced Logistics Program warehouse in separate packages.

If Sellers do not declare sensitive or special product type in CoolorcaPartners, but deliver such a product to an Advanced Logistics Program warehouse, Sellers will be charged an additional USD1.00 per package of Sensitive Product HandlingFee.

5.13Sellers must deliver orders to the correct Advanced Logistics Program warehouse

Sellers must deliver orders to the correct Advanced Logistics Program warehouse indicated in shipping address on Seller Dashboard and CoolorcaPartners. Sending orders to an incorrect warehouse address will result in an additional charge of USD5.00 per package.

5.14Orders flagged as “Pay Customer VAT “PC-VAT” required” must be fulfilled with one of the acceptable shipping carriers or Coolorca Partners logistics channels

Eligible orders flagged as “Pay Customer VAT “PC-VAT” required” must be fulfilled with one of the acceptable shipping carriers or Coolorca Partners logistics channels that offer support to pay Value Added Tax (VAT) on behalf of customers, and the customers remain the importers of record.

If affected orders are not fulfilled with an acceptable shipping carrier or CoolorcaPartners logistics channel, Sellers may be subject to penalties.

5.15Requirements for fulfilling and delivering less-than-truckload orders

If your large parcel products require LTL (less-than-truck-load) transportation using freight shipping, the following policies apply. Failing to abide by these policies may prevent orders from being eligible for payment and may result in the Seller incurring certain penalties:

• Sellers are encouraged to ship an LTL order within 5 calendar days after receipt of such order, and have up to 14 days after such order’s release to mark the LTL order as shipped. An LTL order not marked as shipped within 14 calendar days will be considered a late fulfillment and will be auto-refunded. Repeated late fulfillments may result in certain penalties as communicated by Coolorca to Sellers.

• Sellers must select carriers that ensure the timely delivery of LTL orders, and Coolorca will assist with communicating to customers the delivery service types offered by the Sellers.

• Sellers must provide the delivery service level specified to the customer at the time of purchase. Below are the delivery service levels and their definitions:

• Curbside delivery: carriers will bring the parcel onto the sidewalk at the customer’s address.

• Delivery inside the nearest entrance: carriers will bring the parcel inside the nearest ground level entrance.

• Delivery to the room of choice: carriers will bring the parcel to the room of the customer’s choice.

• Whiteglove delivery: carriers will bring the parcel to the room of the customer’s choice, remove the outer package, and set up the product based on the customer’s needs.

• If an LTL order is not confirmed fulfilled by the carrier tracking, the order may be ineligible for payment, and the Seller may be subject to certain penalties as communicated by Coolorca to the Seller. Sellers may dispute such penalty by providing evidence that the LTL order was fulfilled.

• Sellers must provide Coolorca with confirmation of an LTL order’s delivery if an LTL order is not confirmed fulfilled by carrier tracking within 2 days after the Seller marks the LTL order as shipped. Such confirmation of an LTL order’s delivery must be in the form of a delivery receipt or a carrier tracking link that indicates the delivery of the order.

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.

6Customer Support

Last updated on July 16, 2020

6.1If a store has an extremely high refund rate, its account will be suspended

Refund rate is the number of orders refunded over the total number of orders received during a time period. If this rate is extremely high, a store will be suspended. A refund rate of less than 5% is normal. View your store's refund rate

6.2If a store has an extremely high chargeback ratio, its account will be suspended

Chargeback ratio is the number of orders which were charged back over the total number of orders received during a time period. If this ratio is extremely high, a store will be suspended. A chargeback ratio of less than 0.5% is normal.  

6.3Customer abuse is not tolerated

Abusive behaviour and language towards Coolorca customers is strictly prohibited and will not be tolerated.

6.4Asking a customer to pay outside of Coolorca is prohibited

If a Seller asks a customer to pay them outside of Coolorca, their account will be suspended.

6.5Directing a customer off Coolorca is prohibited

If a Seller directs a customer off Coolorca, their account is at risk of suspension and/or a penalty of $10,000.00* per incident. Please see Policy 5.7 - Deceptive Fulfillment Policy for further information.

6.6Asking a customer for personal information is prohibited

If a Seller asks a customer for personal information such as payment information, email, etc, their account will be suspended.

6.7Coolorca customers are entitled to timely, courteous and effective support

Where customers have the ability to contact Sellers directly or where Sellers have opted to provide their own customer support, it must comply with this section 6.

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.

7Refund Policy

Last updated on July 16, 2020

7.1Orders are not eligible for payment if a refund is issued before the order is confirmed fulfilled

If an order is refunded before the order is confirmed fulfilled, the order is not eligible for payment. To be eligible for payment, the order must be confirmed fulfilled on Coolorca before the refund occurs.

Sellers are allowed to dispute these refunds.

7.2Any order refunded by the Seller is not eligible for payment

If an order is refunded by the Seller, the Seller will not be paid for the order.

Sellers are not allowed to dispute these refunds.

7.3Seller is responsible for 100% of any refund on orders without valid or accurate tracking information

If an order has invalid, inaccurate or missing tracking information, the Seller is responsible for 100% of the cost of a refund on that order.

If these refunds are for orders to Sweden, Sellers cannot dispute these refunds.  Otherwise, Sellers are allowed to dispute these refunds.

7.4Seller is responsible for 100% of any refund on an order that is confirmed fulfilled after 5 or more calendar days

If the confirmed fulfillment date is 5 calendar days or more after an order’s released time, the Seller is responsible for 100% of the cost of a refund on that order.

Sellers are allowed to dispute these refunds.

7.5Seller is responsible for 100% of any refund on an order with excessively delayed confirmed delivery

If a refund occurs because an order is not confirmed delivered by X calendar days after the order is released to the Seller, the Seller is responsible for 100% of the cost of the refund.

Sellers are allowed to dispute these refunds.

7.6Seller is responsible for 100% of any refund due to a size issue

If a refund occurs due to a customer sizing issue, the Seller is responsible for 100% of the cost of the refund.

Sellers are allowed to dispute these refunds.

7.7Seller is responsible for 100% of any refund on an order where Seller engages in fraudulent activity

If a Seller engages in fraudulent activity or circumvents revenue share, they are responsible for 100% of the cost of any refund on the fraudulent orders.

Sellers are allowed to dispute these refunds.

7.8Seller is responsible for 100% of any refund for items arriving damaged

If a refund occurs because the item arrived damaged, the Seller is responsible for 100% of the cost of the refund.

Sellers are allowed to dispute these refunds.

7.9Seller is responsible for 100% of any refund for items not matching the listings

If a refund occurs because the item received does not match the product listing being sold, the Seller is responsible for 100% of the cost of the refund.

Note: Product images should accurately depict the product being sold. Contradictions between the product image and product description could result in refunds for items not matching the listings.

Sellers are allowed to dispute these refunds.

7.10If an account is suspended, the store is responsible for 100% of any refund

If a refund occurs while the Seller account is suspended, the Seller is responsible for 100% of the cost of the refund.

Sellers are not allowed to dispute these refunds.

7.11Seller is responsible for 100% of any refund for products with an extremely high refund ratio

Sellers will receive an infraction for each product with an extremely high refund ratio. The Seller is responsible for 100% of the cost of refund for all orders for the product going forward and retroactively up to the last payment. Refund ratio is the number of orders refunded over the total number of orders received during a time period. A refund ratio of less than 5% is acceptable.

Depending on the refund ratio, products may be removed from Coolorca. Products that have a high refund ratio and are not removed from Coolorca are re-evaluated periodically. If the product is found to have a low refund ratio, the Seller will no longer be responsible for 100% of refunds due to this policy.

Sellers are not allowed to dispute these refunds.

7.12Seller is responsible for 100% of any refund for products that are marked as counterfeit

Selling counterfeit products is prohibited on Coolorca. Products that infringe on intellectual property are removed and Sellers are responsible for 100% of the cost of refunds for the products.

Sellers are allowed to dispute these refunds on the corresponding infractions page in Seller Dashboard.

7.13Seller is responsible for 100% of any refund for items that are sent to the wrong address

If a refund occurs because the item was sent to the wrong address, the Seller is responsible for 100% of the cost of the refund.

Sellers are allowed to dispute these refunds.

7.14Seller is responsible for 100% of any refund for items that are shipped incompletely

If a refund occurs because the order shipped was incomplete, the Seller is responsible for 100% of the cost of the refund. An incomplete order is an order where the Seller did not ship the correct quantity of items or did not ship all parts of an item.

Sellers are allowed to dispute these refunds.

7.15Seller is responsible for 100% of any refund for items that are returned to sender

If delivery fails and the carrier returns the item to the sender, the Seller is responsible for 100% of the cost of the refund.

Sellers are allowed to dispute these refunds.

Learn about why items are returned to the sender

7.16Seller is responsible for 100% of any refund for products with low ratings

Sellers will receive an infraction for each product with an extremely low rating average. The Seller is responsible for 100% of the cost of refunds for all orders for the product going forward and retroactively up to the last payment.

Depending on the average rating, products may be removed from Coolorca. Products that have a low average rating and are not removed from Coolorca are re-evaluated periodically. If the product is found to have a rating that is no longer low, then the Seller will no longer be responsible for 100% of refunds due to this policy.

Sellers are not allowed to dispute these refunds.

7.17Seller is responsible for 100% of any refund for orders not delivered to the customer

If an order’s tracking information marks the order as “delivered”, but the customer did not receive the order, the Seller is responsible for 100% of the cost of refunds.

Sellers are allowed to dispute these refunds.

7.18Seller is responsible for 100% of any refund for orders shipped with unaccepted carriers

If an order is shipped with an unaccepted carrier, the Seller is responsible for 100% of the cost of refunds.

Sellers are not allowed to dispute these refunds.

7.19Seller is ineligible to receive payments from refunded orders if the store has a high refund rate

If a Seller's store has a high refund rate, the Seller is responsible for 100% of the cost of refunds for all orders going forward. Once the store's refund rate improves and is no longer high, the Seller will be responsible for refunds as per standards.

Sellers are not allowed to dispute these refunds.

7.20Seller is responsible for 100% of any refund for products that are reported as dangerous or illegal in certain countries

If a Seller lists products that are considered to be dangerous or illegal in a country in which the products are sold, the Seller is responsible for 100% of the cost of refunds for all orders from these specific countries.

Due to the nature of these policy violations, Sellers may not dispute these refunds.

8Account Suspension

8.1The following occur to accounts upon suspension:

• Account access is restricted

• The store's products are no longer for sale

• The store's payments are withheld 3 months

• For severe violations, the store's payments are withheld permanently

• The store is responsible for 100% of all refunds

Reasons an account could be suspended include but are not limited to the following:

8.2Asking customers for their personal information

If a Seller has asked customers for their personal information including email address, the Seller account is at risk of suspension.

8.3Asking customers to send money

If a Seller has requested a direct payment from the customer, the Seller account is at risk of suspension.

8.4Providing inappropriate customer service

If a Seller has provided inappropriate customer service, the Seller account is at risk of suspension.

8.5Being disingenuous to customers

If a Seller is being disingenuous to customers, the Seller account is at risk of suspension.

8.6Asking customers to visit stores outside of Coolorca

If a Seller has asked customers to visit stores outside of Coolorca, the Seller account is at risk of suspension and/or a penalty of $10,000.00* per incident. Please see  Policy 5.7 - Deceptive Fulfillment Policy  for further information.

8.7Selling fake or counterfeit goods

If a Seller is selling fake or counterfeit goods, the Seller account is at risk of suspension.

8.8Violating Coolorca Seller policies

If a Seller is taking advantage of policies Coolorca has set in place for their own profit, the Seller account is at risk of suspension.

8.9Related account is suspended

If a Seller is linked to another Seller whose account is suspended, the Seller account is at risk of suspension.

8.10High refund ratio

If a Seller has a high refund ratio, the Seller account is at risk of suspension.

8.11High auto refund ratio

If a Seller has a high auto refund ratio, the Seller account is at risk of suspension.

8.12High chargeback ratio

If a Seller has an unacceptably high chargeback ratio, the Seller account is at risk of suspension.

8.13Registering for multiple Seller accounts

If a Seller has registered for multiple accounts on Coolorca, the Seller account is at risk of suspension.

8.14Using unconfirmed tracking numbers

If a Seller has an unacceptably high number of tracking numbers that cannot be confirmed, the Seller account is at risk of suspension.

8.15Sending empty packages to customers

If a Seller is sending empty packages to customers, the Seller account is at risk of suspension.

8.16Using fake tracking numbers

If a Seller is using fake tracking numbers, the Seller account is at risk of penalty or suspension.

8.17Sending packages to the wrong address

If a Seller has an unacceptably high number of packages sent to the wrong address, the Seller account is at risk of suspension.

8.18High late confirmed fulfillment rate

If a Seller account has an unacceptably high late confirmed fulfillment rate, the Seller account is at risk of suspension.

8.19High ratio of prohibited products and/or orders with fake tracking

If a Seller has an unacceptably high percentage of orders from prohibited products and/or orders shipped with fake tracking, their Seller account is subject to suspension, withheld payments, and decreased impressions for products. Prohibited products include but are not limited to misleading products.

8.20Seller harassment of Coolorca employees or property

Coolorca takes the safety of Coolorca employees, offices, and/or properties very seriously. Any form of harassment, threats, uninvited visits, refusal to leave Coolorca properties, or any such inappropriate or unlawful behavior towards Coolorca employees, offices, or properties will be penalized. If a Seller is found to be engaged in these inappropriate behaviors, the Seller’s account payments will be withheld permanently and the Seller will be penalized $100,000.00* per incident.

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.

9Fees and Payments

* If you are a Coolorca Local Retailer, please refer to Seller Policy 9.3 below for the Fees and Payments terms related to your agreement with Coolorca.

9.1Fees:

Depending on the terms noted within the Seller’s Coolorca account or the terms of any other agreement the Seller may have with Coolorca, Coolorca will either take a percentage or a set amount of the list price provided to Coolorca by the Seller when an item sells.

Should the Seller use additional services or product features related to the sales of items through or in connection with Coolorca’s services (e.g., ProductBoost, Fulfillment By Coolorca, etc.), these services or product features may be subject to certain additional or different fees as communicated by Coolorca. In the event Coolorca introduces a new service or product feature related to the sales of items through or in connection with Coolorca’s services, the fees for that service or product feature will be effective upon the launch of the service or product feature.

All fees are quoted in the manner described in Seller Policy 11 - Currency.

In certain situations, including but not limited to a void or invalid transaction, Coolorca may issue a debit to a Seller’s billing statement for the applicable fees.

Except as set forth in the Seller Terms of Service or the Tax Policy, you are responsible for paying all fees and applicable taxes associated with using and selling on Coolorca.

9.2Payments

Provided the Seller is in compliance with the Terms of Service and other Coolorca policies, and excluding any amounts due to refunds to customers, fees applied to Seller accounts, penalties issued against the Seller, discretionary advances or advances made through payment processors, or other charges or amounts that Coolorca is entitled to offset against the Seller (collectively, the “Charges”), the Seller shall be paid the amounts noted below.

9.2.1Payment Amounts

Depending on the terms noted within the Seller’s Coolorca account or the terms of any other agreement the Seller may have with Coolorca, when an item sells, Coolorca will pay the Seller either a percentage (the remaining percentage retained by Coolorca is called the "revenue share" percentage) or a set amount of the listed product price plus the listed shipping price (combined) as provided to Coolorca by the Seller. This information is available to the Seller in the Seller Dashboard under Account > Settings.  

Payments will be a net amount reflecting the Seller’s prices (listed product price and listed shipping price) less any Charges.

Unless otherwise agreed upon between Coolorca and the Sellers, Sellers are subject to the following tiered revenue share structure, effective July 19, 2021 7:00PM UTC:

• 5% revenue share on Coolorca Express orders (across all product categories) bound for non-North American destinations.

• 10% revenue share on Coolorca Express orders (across all product categories) bound for North American destinations.

• 10% revenue share on non-Coolorca Express orders (across all destinations) for Household Supplies products.

• 25% revenue share on non-Coolorca Express orders (across all destinations) for Sex Toys products.

• 15% revenue share on non-Coolorca Express orders (across all product categories except for Household Supplies or Sex Toys) shipped within the European Union (i.e., from and to the EU), ONLY if the Seller falls within one of the following groups: EU domiciled, or Non-EU domiciled with an EU establishment

• 22% revenue share on all other non-Coolorca Express orders (across all product categories except for Household Supplies or Sex Toys) bound for EU destinations.

• 15% revenue share on non-Coolorca Express orders (across all product categories except for Household Supplies or Sex Toys) bound for non-EU destinations.

9.2.2Order Payment Eligibility

Your shipped orders will be eligible for payment as set out below or as otherwise communicated to you by Coolorca. Without limiting any other remedies, Coolorca may unilaterally decide to delay the remittance and withhold any amount payable to you until receiving the confirmation of delivery. Orders that cannot be confirmed as fulfilled either by your tracking data or through our internal systems may be ineligible for payment. Coolorca will pay you for your eligible orders twice per month.

An order is eligible for payment as soon as the tracking carrier confirms the order as delivered or, if the order is not subject to the Seller Policy 5.4 - Confirmed Delivery Policy, 5 calendar days after the customer confirms delivery if the order is confirmed fulfilled by a tracking carrier within 30 calendar days from the order released time.

Orders are also eligible for payment faster depending on the tier of the carrier used to ship the order.

• Tier 1: as soon as tracking carrier confirms Coolorca Express order as delivered or 45 calendar days after the order was confirmed fulfilled by the carrier

• Tier 2: 45 calendar days after order was confirmed fulfilled with a Tier 2 carrier

• Tier 3: 75 calendar days after order was confirmed fulfilled with a Tier 3 carrier

• Tier 4: 90 calendar days after order was confirmed fulfilled with a Tier 4 carrier

If an order is shipped with a carrier not listed in the Routing Guide and is not confirmed delivered, it is eligible for payment 90 calendar days after the order was confirmed fulfilled by the carrier.

Orders must be confirmed fulfilled by the carrier within 30 calendar days from order release time to be eligible for payment. Sellers are allowed to dispute the order payment eligibility via the order tracking dispute tool. The order payment eligibility can only be disputed and approved within 90 calendar days from when the order was released to the Seller. If the order tracking dispute is not approved within the90 calendar day period from when the order was released to the Seller, the order will not be eligible for payment.

For Advanced Logistics orders:

For stores with Silver, Gold, or Platinum Seller Standing at the time the order is released to the Seller, Advanced Logistics Program orders may become eligible for payment 20 calendar days after the order is confirmed fulfilled by the tracking carrier.  For orders of certain high-performing products:

For stores with Silver, Gold, or Platinum Seller Standing at the time an order for certain high-performing products is released to the Seller, the order may become eligible for payment 20 calendar days after the order is confirmed fulfilled by the tracking carrier.  An order is confirmed fulfilled when the package receives its first tracking scan from the carrier.

An order is confirmed delivered when either the tracking carrier confirms delivery or the customer confirms delivery.

9.2.3Account Payment Eligibility

An account is eligible to receive payments if the following required features are enabled:

1. Two Factor Authentication (Required for all Seller accounts)

2. WeChat Binding (Required for Mainland China-based Seller accounts only)

If an account does not have the required features enabled, payments will be withheld for the account. Once these required features are enabled, the account will receive payment on their next scheduled payment date.

9.2.4FBW (Fulfillment by Coolorca) Order Payment Eligibility

FBW (Fulfillment By Coolorca) orders will be eligible for payment within 48 hours from the date the order is marked “shipped”. 

 9.2.5Disbursements

Coolorca generally will disburse payments to Sellers for their eligible transactions twice per month. This disbursal schedule may change, at Coolorca’s reasonable discretion, if (a) the Seller is not in compliance with the Terms of Service or these Fees and Payment policies, (b) the Seller changes its payment provider during a payment cycle, (c) the Seller is involved in a third-party claim, legal proceeding, or governmental inquiry related to the Seller’s use of the Services, (d) Coolorca reasonably suspects that the Seller account has security vulnerabilities, has been hacked, or otherwise has been compromised, or (e) Coolorca has communicated a different disbursal schedule to the Seller. Upon making a payment disbursal to the Seller, it may take 5 - 7 business days for the funds to arrive in your Seller or your provider’s account.

Sellers' account balances available for disbursal are estimates based, in part, on certain information made available to Coolorca. Coolorca cannot guarantee that the disbursal amount made to the Seller will be identical to the amount visible to the Seller displayed as its account balance within its account, and Coolorca shall not be liable for any discrepancy between these two amounts.

9.3Coolorca Local Retailer Fees and Payment Terms

* Section 9.3 is only applicable to Coolorca Local Retailers.

9.3.1Order Payment Eligibility

If a Coolorca Local Retailer sells an item on Coolorca (each sale a “‘Sell On Coolorca’ Transaction”) as a Coolorca Seller, such ‘Sell On Coolorca’ Transaction will be eligible for payment as set out below or as otherwise communicated to the Seller by Coolorca. Without limiting any other remedies, Coolorca may unilaterally decide to delay the remittance and withhold any amount payable to the Seller until receiving the confirmation of fulfilled pickup and passing the 30-day customer refund window. ‘Sell on Coolorca’ Transactions that cannot be confirmed as picked up either by the Seller’s Coolorca Local account or through our internal systems may be ineligible for payment. Coolorca will pay the Seller for its eligible ‘Sell On Coolorca’ Transactions twice per month.

Each ‘Sell On Coolorca’ Transaction requires the Seller to confirm the customer pickup in its Coolorca Local application. In the event that a ‘Sell On Coolorca’ Transaction is not confirmed, Coolorca has no obligation to pay the Seller for such ‘Sell On Coolorca’ Transaction.

Once the customer picks up the customer’s order, the customer will have 30-days to request a refund for a ‘Sell On Coolorca’ Transaction. Once the order clears the 30-day refund window, the ‘Sell On Coolorca’ Transaction will become eligible for payment on the immediate following payment cycle.

9.3.2Fees

Depending on the terms noted within the Seller’s Coolorca account or the terms of any other agreement the Seller may have with Coolorca, Coolorca will either take a percentage or a set amount of the list price provided to Coolorca by the Seller when an item sells.

Should the Seller use additional services or product features related to the sales of items through or in connection with Coolorca’s services (e.g., ProductBoost, Fulfillment by Coolorca, etc.), these services or product features may be subject to certain additional or different fees as communicated by Coolorca. In the event Coolorca introduces a new service or product feature related to the sales of items through or in connection with Coolorca’s services, the fees for that service or product feature will be effective upon the launch of the service or product feature. Unless otherwise stated, all fees are quoted in US Dollars or EURO (EUR).

In certain situations, including but not limited to a void or invalid transaction, Coolorca may issue a debit to a Seller’s billing statement for the applicable fees.

Except as set forth in the Seller Terms of Service or the Tax Policy, you are responsible for paying all fees and applicable taxes associated with using and selling on Coolorca.

9.3.3Payments

Provided the Seller is in compliance with the Terms of Service and other Coolorca policies, and excluding any amounts due to refunds to customers, fees applied to Seller accounts, penalties issued against the Seller, discretionary advances or advances made through payment processors, or other charges or amounts that Coolorca is entitled to offset against the Seller (collectively, the “Charges”), the Seller shall be paid the amounts noted below.

9.3.3.1Payment Amounts

Depending on the terms noted within the Seller’s Coolorca account or the terms of any other agreement the Seller may have with Coolorca, when an item sells, Coolorca will pay the Seller either a percentage or a set amount of the listed product price plus the listed shipping price (combined) as provided to Coolorca by the Seller. This information is available to the Seller in the Seller Dashboard Account > Settings page.  

Payments will be a net amount reflecting the Seller’s prices (listed product price and listed shipping price) less any Charges.

9.3.3.2Disbursements

Coolorca generally will disburse payments to Sellers for their eligible transactions twice per month. This disbursal schedule may change, at Coolorca’s reasonable discretion, if (a) the Seller is not in compliance with the Terms of Service or these Fees and Payment policies, (b) the Seller changes its payment provider during a payment cycle, (c) the Seller is involved in a third-party claim, legal proceeding, or governmental inquiry related to the Seller’s use of the Services, (d) Coolorca reasonably suspects that the Seller account has security vulnerabilities, has been hacked, or otherwise has been compromised, or (e) Coolorca has communicated a different disbursal schedule to the Seller. Upon making a payment disbursal to the Seller, it may take 5 - 7 business days for the funds to arrive in your Seller or your provider’s account.

Sellers' account balances available for disbursal are estimates based, in part, on certain information made available to Coolorca. Coolorca cannot guarantee that the disbursal amount made to the Seller will be identical to the amount visible to the Seller displayed as its account balance within its account, and Coolorca shall not be liable for any discrepancy between these two amounts.

10Coolorca Express

Last updated on January 25, 2021

10.1Coolorca Express orders must be fulfilled within 5 calendar days and confirmed delivered within 5 business days (exceptions apply to certain destination countries) from the order-release date

Coolorca Express orders must be fulfilled (i.e., marked “shipped”) within 5 calendar days from the order-release date, per Seller Policy 5.1. Coolorca Express orders also must be confirmed delivered within 5 business days from the order-release date, subject to any exceptions that may apply. Business days are defined as Monday through Friday, and weekends and USPS Partnersal holidays will not be considered business days.

All orders, including Coolorca Express orders, are also subject to the Seller Policy 5.5 - Late Confirmed Fulfillment Policy.

Orders refunded due to Sellers being unable to fulfill them will be considered pre-fulfillment cancellations, which includes both auto-refunded orders due to late fulfillment and Seller-initiated refunds due to Sellers’ inability to fulfill the orders for any reason.

Based on Coolorca's Fulfillment Policy, Sellers will be penalized $50.00* per auto-refund due to late fulfillment, and $2.00* per Seller-initiated cancellation and/or refund before fulfillment.

10.2Sellers will be responsible for any refunds of Coolorca Express orders when the orders are confirmed delivered late

If a Coolorca Express order violates the Coolorca Express Delivery Requirement (set out below) and is refunded, the Seller is responsible for 100 % of the cost of any refund on that order.

The Coolorca Express Delivery Requirement is 5 business days from the order released date for all supported destination regions, with the following exceptions:

France: 6 business days
Switzerland: 6 business days
Denmark: 6 business days
Italy: 6 business days
Australia: 7 business days
Brazil: 10 business days
Finland: 7 business days
Spain: 8 business days
Puerto Rico: 7 business days
Norway: 8 business days
Mexico: 7 business days
Sweden: 8 business days

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.

11Currency

Coolorca may, in its sole discretion, calculate payments, fees, disbursements, penalties, or any other amounts due to or from Sellers (the “Amounts”) based on EUR and/or local currency amounts as defined under Account > Payment Settings > Currency. Coolorca generally uses exchange rates obtained from a third party to make currency conversions. Coolorca may, in its sole discretion, adjust or alter the exchange rate when converting from one currency to another.

11.1Amounts and Penalties in Local Currency

Amounts may be issued in the Seller’s local currency or EUR.

To learn more about the USD, EUR or GBP penalty amounts specifically.

11.2Seller Payments in Local Currency

Sellers may be paid in their local currency as defined under a Seller’s Account > Payment Settings > Currency.

Payments are subject to the existing Fees and Payments policy.

Payments are calculated based on the “Total Cost” of the order as that column is displayed in the Seller’s “Seller Dashboard Orders” page(s) and expressed in the Seller’s local currency.

12Warehouse Fulfillment Policy

12.1Orders of products with Seller-set Max Delivery Days must be confirmed delivered on time

Sellers may set the maximum number of days it will take to deliver an item, per destination country or region, after an order is released (the “Max Delivery Days”). An order must be confirmed delivered within the Seller-set Max Delivery Days.

Seller-set Max Delivery Days also may impact a Seller’s Warehouse Late Delivery Rate, as set out in policy 12.2 below. Specifically, if an order is not confirmed delivered and the Seller-set Max Delivery Days for the order have already passed, or if the order is confirmed delivered after the Seller-set Max Delivery Days have already passed, it will be considered a Warehouse Late Delivery.

12.2Payments for orders that are confirmed delivered later than the Seller-set Max Delivery Days may be withheld

If an order is confirmed delivered late (i.e., later than the Seller-set Max Delivery Days), and the weekly Warehouse Late Delivery Rate (see definition in the link below this policy) of the warehouse from which this order is shipped represents more than a nominal percentage of total orders, payment for the late-arriving order may be withheld.

The weekly Warehouse Late Delivery Rate is defined as the Warehouse Late Delivery rate percentage of orders that should have been delivered in a given Monday - Sunday week based on the Seller-set Max Delivery Days, but which instead meet the definition of a Warehouse Late Delivery under policy 12.1. To calculate the Warehouse Late Delivery Rate, Coolorca may use, at its discretion, information on the Sellers’ deliveries in either the most recent calendar week or the prior one-to-two calendar weeks.

For orders where the Seller-set Max Delivery Days is greater than or equal to 5 business days, if the order is confirmed delivered in 5 or more business days after the Seller-set Max Delivery Days, payment for the order may be withheld regardless of the weekly Warehouse Late Delivery Rate.

For orders where the Seller-set Max Delivery Days is less than 5 business days, if the order is confirmed delivered in a number of days greater than or equal to twice the Max Delivery Days, payment for the order may be withheld regardless of the weekly Warehouse Late Delivery Rate.

Payments withheld for such late-arriving orders may be released to Sellers when the following two conditions have been met:

• A minimum of 12 consecutive Monday - Sunday weeks have passed since the order’s payment is first withheld; and

• Sellers are able to consistently maintain an acceptable Warehouse Late Delivery Rate over the last 4 consecutive Monday - Sunday weeks for the warehouse the late-arriving order was fulfilled from.

Sellers are allowed to dispute the above-defined late-arriving orders within 30 calendar days from the date the order’s payment is withheld. If the order is determined to have arrived on time, the order may become eligible for payment and will not be counted towards Sellers’ Warehouse Late Delivery Rate.

12.3Sellers are responsible for any refunds on orders that are confirmed delivered later than the Seller-set Max Delivery Days

If an order is delivered later than the Seller-set Max Delivery Days for the corresponding product and destination country/region, the Seller is responsible for 100% of the cost of any refund on that order.

12.4If Sellers are unable to achieve an acceptable Warehouse Late Delivery Rate 24 weeks after the payment of an order is withheld, the order will no longer be eligible for payment

If 24 consecutive Monday - Sunday weeks have passed since the payment of an order is first withheld and the Seller has still not met the criteria for payment release (i.e., the payment of the order is still withheld 24 weeks after it was first withheld), the order will no longer be eligible for payment.

13Other Regulatory Compliance

Last updated on June 14, 2021

13.1Sellers must comply with their independent obligations under the Market Surveillance Regulation (EU) 2019/1020, including but not limited to, providing a Responsible Person(s) for certain applicable products sold into relevant markets

If a Seller is determined to be in violation of the Market Surveillance Regulation (EU) 2019/1020 for any reason, their products may be restricted for sale in the European Union (including but not limited to, impression blocks on applicable products/product categories). Additionally, their account may incur other monetary penalties and/or face suspension, in addition to facing other potential repercussions by either regulators, customs agents, and/or Coolorca under applicable Coolorca Seller Policies.

Products sold into the following relevant markets are subject to this policy:

European Union
Northern Ireland

13.2Sellers must provide Coolorca with truthful and accurate information regarding Responsible Persons

If a Seller is determined to have provided inaccurate or fraudulent information about a Responsible Person for their products, the Seller’s account is subject to being penalized up to $500*, facing suspension, and/or store impression block.

* This amount may be calculated in the Seller’s local currency and/or be subject to Seller Policy 11.