Enforcement Actions

Enforcement Actions

Warnings

  • Purpose: To notify you of a breach of Kapsule policies.
  • Typical reasons:
    • Minor listing errors (e.g., missing information, unclear images).
    • First-time mistakes with packaging or communication.
  • Outcome: You are asked to correct the issue promptly. Failure to act may escalate the matter.

Info
A warning is a chance to fix a problem without disruption to your selling privileges. Always respond quickly.

Temporary Suspensions

  • Purpose: To protect customers while issues are resolved.
  • Typical reasons:

    • Repeated violations despite warnings.

    • Selling restricted, unsafe, or counterfeit goods.

    • Failure to fulfil orders, high cancellation rates, or poor service levels.

  • Outcome: Your account or certain products may be temporarily restricted until corrective measures are taken.

Alert
During a suspension, you cannot list new products or fulfil new orders. Current orders must still be resolved.

Permanent Delisting

  • Purpose: To remove vendors or products that seriously breach trust or compliance.
  • Typical reasons:

    • Selling illegal, dangerous, or consistently counterfeit products.

    • Fraudulent activity, such as fake reviews or chargeback abuse.

    • Repeated disregard for Kapsule policies and customer safety.

  • Outcome: Your account or product listings are permanently removed. Appeals may be available in certain cases.

Warning
Permanent delisting is a last resort, reserved for serious or repeated violations.

How the Enforcement Process Works

  1. Identification

    • Issues are flagged through routine checks, customer reports, or system alerts.

  2. Notification

    • You will receive an email and dashboard alert explaining the issue and next steps.

  3. Opportunity to Respond

    • Vendors may submit evidence, corrections, or appeal where permitted.

  4. Resolution

    • If the issue is resolved, normal selling can continue.

    • If not, enforcement may escalate from warnings to suspensions or delisting.

Quote
“Compliance is not just about avoiding penalties – it is about building long-term trust with customers.”

Best Practices to Avoid Enforcement

  • Review and follow all Kapsule policies regularly.
  • Ensure your product listings are accurate, safe, and authentic.
  • Maintain strong fulfilment and communication standards.
  • Act quickly if you receive a warning – small issues can snowball.

Idea
Build an internal checklist for your team to review listings, packaging, and customer communication before dispatch.

FAQs

1. How will I know if I’ve received a warning?

 You’ll be notified via email and in your vendor dashboard. Details will explain what action is needed.

2. Can I appeal a suspension or delisting?

 Yes. In most cases, you may submit an appeal with evidence to show compliance or corrective action.

3. What happens to existing orders if I’m suspended?

 You must still fulfil or resolve all existing orders. Failure to do so may lead to refunds being issued on your behalf.

4. Can my account be reinstated after permanent delisting?

 Permanent delisting is usually final. However, in rare cases, a successful appeal may allow reinstatement.

5. Does a warning affect my seller rating?

 Not directly, but unresolved issues leading to suspensions or negative buyer experiences may impact your rating.

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