What is fraud in e-commerce business?
The deliberate action of deceiving Xuppi or any of its partners to secure unlawful and unfair gain is considered fraud. This may affect the customer's experience indirectly or directly and at the same time may cause damages to Xuppi (Financial, Brand Image, False Representation, Loss of Business), its resources or its partners.
Xuppi does not promote any fraudulent activity. It believes in fostering fair practices by conducting only genuine transactions on the platform.
Fraudulent cases under Merchant Fraud are mentioned below:
Collusion: Such practices take place when you and the buyer enter into an ingenuine/non-valid transaction. Xuppi may penalise or may take strict actions against the merchant.
To avoid this as a merchant, you must not:
- Accept orders from a suspicious/fake/not genuine person.
- Enter into transactions where the nature of the transaction is insecure/induced to damages/commit fraud.
- Accept orders that indicate biased and unnatural order velocity trend.
- Impersonate a buy to book invalid orders.
- Place orders as a buyer to take advantage of the offers meant for genuine buyers.
- Work with any other party to initiate fraudulent orders that indicate ingenuine transactions.
- Enter into ingenuine transactions that can cause damages to Xuppi directly or indirectly
The merchant is expected to deliver the exact product that the buyer has ordered. Failing to do so may expose you to severe penalties or strict actions.
To avoid this as a merchant, you must not:
- Ship a duplicate/replica of the original item.
- Ship product may or may not have the same look, feels, or value as the original product.
- Ship a refurbished product that may look original but isn't the actual product.
You're liable to pay the penalty or are prone to be barred from doing business on Xuppi if the count of your Empty Boxes is more than 0.1% of the entire orders with Xuppi.
You, as a merchant, are fully responsible for the shipment leaving your facility and must take the necessary steps to monitor the picking, packing and shipping of the product in your workplace. Kindly note that you and solely you are responsible for any malpractice/mistake of the personnel and workforce in your facility.
Given below are some of the best practices that you must follow as a merchant:
- Always possess a stock of real, genuine, and authentic brand new products.
- Ensure that the catalogue image is the same as the product.
- To ensure the quality of the fulfilment, install a CCTV camera to monitor the shop floor and physical inspection of the products.
- Employing processes and checks to increase quality and accountability will ensure that such activities do not take place.
- Promote sincerity and good work ethics in your workplace at all times.
Product Price and Stock Changes
Proper and accurate representation of the product helps customers know precisely what they're spending their money on. The most pivotal aspect of product information is to provide correct MRP/SP/Quantity in the product's physical stock.
- The seller must not tamper with the original MRP of the product
- The seller must not misinterpret MRP and show false discounts on the product
- The seller must not sell statutory MRP; doing so will result in heavy penalties
- The seller must not provide Xuppi with false SKUs of the products, including the MRP, SP, and the quantity of the product.
- The seller must not put a wrong number of products in the inventory; doing so may result in the delay of the shipment, and this is liable for penalisations by Xuppi.
Best Practises to follow:
- Always ensure that you have physical stocks in your inventory before putting them in your system
- Always mention the MRP of the product while shipping.
- Periodically check your inventory and ensure the quantity is correctly entered in the system.
- Always keep the correct MRP of the product at the time of changing the MRP of the product or while creating a new product.
Selling Fake/Ingenuine Products
Xuppi is committed to providing brand new, genuine and quality products to its customers. And as a seller/merchant, we expect you to do the same.
As a seller/merchant, you must avoid:
- Selling an unauthorised branded product.
- Selling a replica/fake/duplicate of the branded product to the customer.
- Committing to a warranty that you're not authorised of.
- Selling refurbished/old products as new to the customers.
- Selling products that are of not the same quality as they were manufactured by the authorised manufacturer.
- Selling a product that is not the same value, look, feels as shown on the seller's product display page.
Here are some of the best practices to be followed by the seller/merchant:
- Ensure the warranty you provide is correct, valid, and you're authorised for it.
- Always procure original/genuine products.
- Maintain a purchase book for your stocks.
- Do not forget to mention the IMEI, serial number of the products. (If they are provided)
- Procure a brand authorised letter from the brand if you're a brand authorised seller.
- If you're the owner of the brand(s), make sure you maintain all the documents of Brand ownership and authorisation.
A Non-responsive Merchant
As a seller, you're responsible to keep track of orders being booked and shipped as soon as possible for a better customer experience. As a non-responsive seller, you're liable for penalisations by Xuppi.
- Failing to acknowledge orders in time (More than 2 days)
- If you fail to respond to Xuppi reminders (Phone call or emails) for processing orders
- If you fail to login into the Xuppi seller's panel to keep track and process your orders.
- Frequently cancel orders that you receive.
Note: Xuppi reserves the right to impose, deduct from the seller's outstanding payments, or recover penalty without the seller's prior consent if the seller is found to be involved in any of the above-mentioned activities.
Practices that merchants should avoid committing on Xuppi:
- Creating multiple customer IDs wherein the identities of those customer accounts do not represent the merchant.
- Must not misinterpret their identity on Xuppi or create multiple accounts.
- Performing any of these would be considered as an intention to commit fraud.
Counterfeit Item Policy
In no way Xuppi promotes the sale of counterfeit or unauthorised items/products on the platform. Items that bear the brand name/logo can be listed on Xuppi as long as the products were made by, for, and with the consent of the company.
Unauthorised products/copies/items may include that is illegally duplicated, bootlegged or pirated.
Counterfeit or unauthorised products are not allowed to be listed on Xuppi.
- Replicas/Fake copies of the brand. Shoes with Nike logo and Brand name but aren't made by Nike.
- Bootleg recordings from concerts or other live performing shows
- Unauthorised/pirated copies of the albums/movies/videos or podcasts.
- Electronic or accessories that bear the brand logo or brand name but aren't manufactured by them.
- If your item is not authentic, then it cannot be listed on Xuppi. Listing on unauthentic items on Xuppi are liable to heavy penalties.
- Listings with blurred trademarks aren't allowed on Xuppi.
- Xuppi holds the rights to delist the items that are not authentic (From the buyer's comments/complaints)
Activity that doesn't follow Xuppi policy could result in a range of actions, including, for example:
- Lowering seller rating
- Buying or selling restrictions
- Administratively ending or cancelling listings
- Loss of buyer or seller protection
- Hiding or demoting all listings from search results
- Account suspension
There shall be no payment of fees concerning listings or accounts on which Xuppi decides to take action, i.e. No refunds or otherwise credits to the sellers' account.
List of Prohibited Items on Xuppi
No merchant/seller is allowed to list any of these items on Xuppi:
- Prescription drugs
- Stolen property
- Hazardous, restricted, and regulated materials
- Adults only content
- Lock-picking devices
- Prohibited services
- Drugs and drug paraphernalia
- Government, transit, postal items, and official items policy
- Police-related items
- Medicine and healthcare products policy
- Mailing list and personal information
- Embargoed goods
- Items encouraging illegal activity
- Offensive material
Why does Xuppi have this policy?
This policy protects Xuppi from selling unauthorised/counterfeit products on the platform. Products that are illegal and can expose sellers to legal risks. Eradicating these not only protects sellers but also their buyers from buyer protection claims and financial losses.