SELLER CENTER
Marqesa Inc. - Seller Policy
This policy consolidates standards and protections useful to Marqesa and its sellers without fixing providers, technologies or operating details that may evolve.
TABLE OF CONTENTS
- Eligibility, verification and seller account
- General seller responsibilities
- Product listing standards
- Product images and videos
- Authenticity and sourcing
- Prohibited and regulated products
- Orders and preparation
- Delivery and tracking
- Returns, refunds and disputes
- Seller payments and risk management
- Seller service standards
- Off-platform transactions
- Reviews and manipulation
- Buyer data and communications
- Intellectual property
- Seller protection
- Rule enforcement
- Review and appeal
- Changes and contact
Eligibility, verification and seller account
Approval
A seller must be approved before selling. Marqesa may request information and documents reasonably necessary to verify identity, business, representative, activity or contact details.
Accuracy
Sellers must keep their information accurate and current and protect account access.
Ongoing checks
Marqesa may request renewed verification where information changes, risk is identified or law requires it.
General seller responsibilities
Responsibility
Sellers are responsible for their products, listings, prices, inventory, authenticity, compliance, packaging, preparation, customer service and legal obligations.
Authorizations
Sellers must hold the licences, rights, authorizations and consents required for their activity and products.
Information to Marqesa
Information and documents supplied to Marqesa must be authentic, accurate and not misleading.
Product listing standards
Accuracy
Titles, descriptions, characteristics, brand, condition, quantity, dimensions, variants and other relevant information must match the product actually sold.
Prices and promotions
Prices and promotions must not be false or misleading. Listings must not display contact details, links or instructions intended to circumvent Marqesa.
Category and identity
Products must be placed in an appropriate category and must not be attached to another product's listing to benefit from its history or mislead buyers.
Inventory
Sellers must maintain reasonably accurate availability and must not knowingly accept orders they cannot fulfil.
Product images and videos
Main image
The main image must clearly represent the product and must not contain prices, promotions, contact details, URLs, QR codes, misleading watermarks or other elements intended to divert the transaction.
Additional images
Additional images may show angles, details, dimensions, packaging, use or other useful information provided they are not misleading.
Used or refurbished products
Relevant material defects and the actual condition must be described and, where reasonably possible, visible in the media.
Official images
A seller may use official manufacturer or supplier images where authorized and where they accurately represent the product sold.
AI and editing
Generated or heavily edited images must not materially alter the product's appearance, condition or characteristics. Marqesa may request a real photograph where needed to verify the listing.
Authenticity and sourcing
Authentic products
Products represented as authentic must be authentic. Sellers must not sell counterfeit products or use brands deceptively.
Evidence
Marqesa may request invoices, supplier details, references, serial numbers, authorizations, sourcing evidence or other reasonable documents.
Investigation
Marqesa may temporarily remove or restrict a listing during review where justified.
Confirmed violation
Confirmed counterfeiting, falsified evidence or fraud may result in product removal, account suspension or closure and other permitted measures.
Prohibited and regulated products
Compliance
Sellers must not offer products whose sale, possession or shipment is illegal, or products prohibited by Marqesa rules.
Sensitive categories
Marqesa may prohibit or restrict categories involving significant safety, age, licensing, transportation or compliance requirements.
Recalls and safety
A recalled product or product presenting a serious risk may be removed immediately.
Orders and preparation
Processing
Sellers must process orders in good faith and comply with displayed characteristics and conditions.
Handling time
Sellers must prepare orders within the period applicable to the product or communicated by the platform. Marqesa may adjust displayed information or take action where delays become repeated.
Seller cancellation
Sellers must not abusively cancel orders. Repeated or avoidable cancellations may be considered in account evaluation.
Delivery and tracking
Partners
Orders may be shipped through delivery partners available or authorized by Marqesa.
Packaging
Sellers must package products in a manner reasonably appropriate to their nature and transport.
Tracking
Where required or available, sellers must provide accurate shipping and tracking information and must not use false tracking or tracking unrelated to the order.
Issues
Sellers must cooperate in reviews of delay, loss, damage or disputed proof of delivery.
Returns, refunds and disputes
Commercial period
Sellers must comply with Marqesa's policy for eligible products, including the ability to request a return within 30 business days after delivery, subject to legal rights.
Return costs
Under Marqesa's commercial policy, return shipping costs are borne by the buyer unless a more favourable condition is displayed or law requires another outcome.
Cooperation
Sellers must cooperate with Marqesa regarding returns, refunds, replacements and claims involving non-delivery, damage, wrong items or non-conformity.
Evidence
Marqesa may review listings, messages, tracking, photos, videos, serial numbers, proof of delivery and other relevant information.
Seller payments and risk management
Payouts
Seller payouts are made under the applicable conditions, checks and schedules presented in the seller account or Marqesa commercial information. These terms may evolve.
Hold or delay
Marqesa may delay, hold or adjust a payout where reasonably necessary because of a return, refund, dispute, chargeback, suspected fraud, invalid tracking, anomaly, legal obligation or risk of loss.
Financial accuracy
Sellers must provide information necessary for payouts and promptly report known anomalies.
Seller service standards
Communication
Sellers must respond professionally and reasonably promptly to order-related requests.
Performance
Marqesa may consider delays, cancellations, tracking issues, claims, product quality and other relevant indicators to protect marketplace experience.
Improvement
For a non-serious issue, Marqesa may request correction or an improvement plan before applying a more significant measure.
Off-platform transactions
No circumvention
Sellers must not use listings, messages, packaging or buyer data to move a transaction initiated on Marqesa to off-platform payment in order to avoid applicable rules, fees or protections.
Contact and solicitation
Sellers must not use Marqesa tools to solicit direct payments or unauthorized parallel transactions.
Protection
Marqesa may be unable to protect or resolve a transaction voluntarily completed outside its systems.
Reviews and manipulation
Authentic reviews
Sellers must not fabricate, purchase or manipulate reviews.
Incentives
Sellers must not condition a refund, gift, discount or other benefit on posting or changing a positive review.
Pressure
Sellers must not threaten or improperly pressure a buyer to remove a legitimate review.
Buyer data and communications
Limited use
Buyer information may be used only to fulfil the order, provide related service, comply with law or for another authorized purpose.
Prohibitions
Sellers must not sell buyer information, use it for unauthorized solicitation or unnecessarily disclose it to third parties.
Confidentiality
Sellers must take reasonable measures to protect information they can access.
Intellectual property
Rights
Sellers must have the rights needed to use trademarks, photos, videos, descriptions and other content.
Complaints
Marqesa may remove or restrict a listing upon a credible intellectual property complaint and may request evidence of the seller's rights.
Licence to Marqesa
Sellers grant Marqesa a non-exclusive licence reasonably necessary to display and promote shop and product content in connection with the platform.
Seller protection
Fair review
When a buyer submits a claim, Marqesa may review available evidence from both parties, including the listing, messages, tracking, proof of delivery and seller evidence.
Cooperation
Sellers must respond to reasonable requests for information within communicated timelines.
Buyer abuse
A clearly fraudulent or abusive buyer claim may be denied where available evidence supports that outcome.
Rule enforcement
Graduated measures
For a minor or correctable violation, Marqesa may request correction, issue a warning, hide or remove a listing or temporarily restrict a feature.
Immediate measures
Fraud, counterfeiting, illegal or dangerous products, serious threats, falsified documents, security breaches or other serious violations may justify immediate suspension or closure.
Repetition
Repeated minor violations may lead to stronger measures.
Existing obligations
Account action does not cancel existing obligations concerning orders, returns, refunds, disputes or law.
Review and appeal
Request
Sellers may request review of a decision by providing relevant facts, documents or new information through available contact methods.
Decision
Marqesa may maintain, change or reverse a measure after review. Internal review does not prevent exercise of a mandatory legal right.
Changes and contact
Evolution
Marqesa may update seller rules as the marketplace, risks, practices or law evolve. Material changes are communicated where required.
Contact
Marqesa Inc., 503-1144 Rockingham Ave, Ottawa, Ontario K1H 8L7, Canada. Email: [email protected]. Phone: 514-746-0691. Sellers may also use contact methods available in their account or on the website.