Complaints & Appeals Procedure

1. Status and contact channel

This is a pre-launch procedure. A monitored legal and product-safety contact address, web form, service levels and responsible team must be activated before launch. Do not send sensitive identity documents through an ordinary email channel.

2. What can be reported

• A potentially illegal, counterfeit, dangerous or recalled product.
• An order, return, refund or seller-conduct complaint.
• A suspected infringement of intellectual-property rights.
• A seller complaint about platform performance or compliance with the Seller Terms.
• An appeal against listing removal, account restriction, suspension or another moderation decision.

3. Information needed

A report should identify the relevant listing, order or decision; explain the issue and legal or policy basis; include supporting evidence; and provide accurate contact details and a good-faith statement. Seekersplace may request more information but should not collect documents that are not necessary.

4. Handling and decisions

Reports will be acknowledged, prioritised according to risk and reviewed by an appropriately authorised person. Urgent product-safety or illegal-content reports may lead to immediate interim action. The reporting person and affected seller will receive the decision and reasons where legally permitted, together with available appeal options.

Exact acknowledgement and resolution targets remain operational launch decisions and are not promised by this draft.

5. Appeals and out-of-court options

An appeal should be assessed by someone not solely responsible for the original decision. Eligible recipients may also use a certified DSA out-of-court dispute settlement body or pursue court remedies. The final Seller Terms must identify any P2B mediators required by law; none are invented in this draft.

6. Records and transparency

Seekersplace will keep proportionate records of notices, evidence, decisions, reasons, appeals and outcomes for legal compliance and defence of claims. Before launch, the admin tooling must support case ownership, deadlines, audit history and any required transparency reporting.