1. Overview

Sellexa is built on trust between buyers and sellers. This policy explains what counts as seller misconduct, the action we may take, and the appeal route open to you. It sits alongside the Seller Agreement, the Off-Platform Transactions Policy and the Complaints Policy.

Our enforcement is governed by the UK Platform-to-Business Regulation (P2B). Article 4 requires us to give reasoned decisions when we restrict, suspend or terminate a seller, and to operate an internal complaint-handling system and an external alternative dispute resolution (ADR) route.

2. What counts as seller misconduct

We may investigate and take action if a seller engages in any of the following:

• Listing prohibited or unlawful items, see Prohibited & Restricted Items and Restricted Content.
• Misrepresentation, claiming an item is handmade, vintage, authentic, or culturally sourced when it is not; misstating the ship-from location.
• Repeated poor customer experiences, unfulfilled orders, repeated late dispatch, unresponsive communication, refusal to issue legitimate refunds. Sellers must mark unavailable items honestly before dispatch; repeated availability shortfalls are a ground for action under this policy.
• Fraudulent or deceptive behaviour, manipulating reviews, operating duplicate accounts to evade restrictions, using a false business identity.
• Off-platform solicitation, see Off-Platform Transactions Policy.
• Harassment or abusive communication toward buyers, Sellexa staff, or other sellers.
• IP infringement, see the Intellectual Property Policy.
• Failure to comply with verification, KYC, tax (DAC7), or payment requirements.
• Food safety breaches, see Food Sellers Policy.

3. Graduated sanctions ladder

Sanctions are proportionate to the severity, intent, and history of the conduct. We will normally start at the lowest rung that is appropriate.

1. Warning and education. A formal in-app and email notice explaining the issue and how to fix it.
2. Listing or message removal. The specific listing or message is taken down; the rest of the shop continues to trade.
3. Restricted privileges. Limits on new listings, payouts paused pending verification, or required additional KYC.
4. Temporary suspension. The shop is hidden from search and the seller cannot list new items, typically for 7–30 days.
5. Permanent termination. The account is closed, listings removed, and the seller is prevented from opening a new account. Payouts on completed and undisputed orders are honoured.

Severe or repeated breaches (for example, listing illegal goods, fraud, threats of violence) will trigger the higher sanctions immediately, without progressing through the ladder.

4. Reasoned decisions and notice (P2B Art. 4)

Whenever we restrict, suspend, or terminate your account we will give you a written statement of reasons, in your seller dashboard and by email, that:

• Identifies the specific facts or circumstances that led to the decision.
• References the rule or clause we believe was breached.
• Explains what you can do to remedy the situation, where remedy is possible.
• Sets out the appeal route (Section 5) and ADR route (Section 6).

For temporary restrictions or warnings we provide the statement of reasons at the time of action. For terminations we will give at least 30 days' notice before the termination takes effect, except in cases of: (a) repeated breach of these terms; (b) credible suspicion of illegality; (c) a legal or regulatory order requiring immediate action; or (d) a serious threat to buyer safety.

5. Internal appeal

You have 14 days from the date of our enforcement decision to appeal. Email support@sellexa.app with:

• The case reference from our notice.
• A clear explanation of why you believe the decision was wrong, or evidence of corrective action you have taken.
• Any supporting documentation (screenshots, records, certificates).

A senior reviewer who was not involved in the original decision will look at your appeal. We aim to give a substantive reply within 10 working days.

6. External ADR

If our internal appeal does not resolve the dispute, you can refer it to our designated ADR provider. See the Complaints Policy for the full ADR route. ADR is voluntary; you can also take a dispute to court.

7. Funds during enforcement

Where misconduct creates a risk to buyers (open disputes, suspected fraud, undelivered orders), we may hold payouts that are otherwise due, in line with the Fees & Payouts Policy. Held funds are released once the underlying issue is resolved and any refunds owed to buyers are settled. Where an order has been delivered and is undisputed, the payout is released as normal.