Seller Protection Policy
Outlet Avenue’s Seller Protection can offer a little extra peace of mind to eligible sellers. When you and an eligible order qualify, Outlet Avenue will not hold you financially responsible for non-delivery or not-as-described cases that result in a refund. Outlet Avenue will also work with you to investigate chargebacks, and help you deal with any other issues that come up with your Outlet Avenue 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.
1. Seller Eligibility Requirements
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 Outlet Avenue’s policies).
B. Enroll in Outlet Avenue’s payment platform, Outlet Avenue Payments, See our Outlet Avenue Payments policy for more details. If Outlet Avenue Payments is not yet available to you, you will not be eligible for Seller Protection.
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 Outlet Avenue’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 ship-by dates.
F. Cooperate with investigations conducted by Outlet Avenue. Promptly provide any information requested by Outlet Avenue, and cancel and refund any transactions deemed invalid or unauthorized by Outlet Avenue.
2. Order Eligibility Requirements
A maker is a seller who is physically making the items listed for sale in their Outlet Avenue shop. A maker might design their items in addition to making them, or they might follow a pattern or template that they did not design. Regardless, makers must be creating their items with their own hands (or tools).
Follow these steps to make sure your orders are covered by Outlet Avenue’s Seller Protection:
- Ship your order according to the processing time or ship-by date you listed or as agreed upon through Outlet Avenue Messages.
B. Ship the order to the address provided on Outlet Avenue. If your buyer provides an alternate shipping 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 shipping address.
C. Mark the order as shipped after you send it out. If you use Outlet Avenue Shipping Labels, the order will automatically be marked as shipped.
D. Provide a valid tracking number on the order that shows the order route and delivery progress.
E. Use Outlet Avenue Payments to receive payment for the order.
3. Items and Transactions Not Eligible
While most items and transactions qualify for Seller Protection, there are a few exceptions:
A. Items sold in person via the Sell on Outlet Avenue 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 Outlet Avenue Payments, for example, through standalone , Or any payment gateway or a personal check.
D. Any order or transaction that is fulfilled by the seller despite notice from Outlet Avenue that the order or transaction in question is invalid, fraudulent, or under investigation.
4. Seller Protection Benefits
If your shop and the order in question satisfy the eligibility requirements, Outlet Avenue will not hold you financially responsible for Non-Delivery and Not as Described cases that result in a refund. If a chargeback is filed against you, Outlet Avenue will work with you to investigate further. We may have to request additional information or assistance from you when a case requires further investigation, and we’ll need you to respond to our inquiries within 48 hours or the time frame noted by Outlet Avenue in the case. If a chargeback is filed against you, we’ll need you to respond to any inquiries within 48 hours or the time frame indicated by Outlet Avenue. 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 favor.