Seller Code of Conduct

Overview

The Seller Code of Conduct outlines the expectations for maintaining a safe, responsible, and trustworthy Marketplace environment for both sellers and customers. As a participating seller, you are expected to operate with integrity and uphold the standards outlined in this code. All sellers must ensure that their business practices are aligned with the principles of fairness, transparency, and compliance. Non-compliance may lead to enforcement actions, including removal of listings, account suspension, or termination from the platform.

What is the policy?

By participating in the FairPrice Marketplace, you agree to uphold the standards outlined in our Seller Code of Conduct. These principles are designed to ensure a safe, fair, and respectful environment for all users—customers, sellers, and FairPrice associates.

1. Act Fairly and Respectfully

Sellers are expected to demonstrate integrity and professionalism in all interactions. This includes how you treat customers, fellow sellers, and FairPrice personnel.

Examples of non-compliant or unacceptable conduct include (but are not limited to):

• Sharing or misusing customer personal data, including contacting customers outside of FairPrice-approved channels or policies.

• Sending unsolicited messages (e.g., texts, marketing emails, calls, or mail).

• Providing false or misleading product or business information to FairPrice or customers.

• Altering the product price after an order has been placed.

• Creating listings with unreasonably high or unfair shipping costs.

• Attempting to manipulate or influence customer reviews or your own product ratings.

• Undermining another seller’s ratings, listings, or business reputation.

• Shipping products that are materially different from what was listed (substitutions are not allowed unless explicitly permitted).

• Engaging in inappropriate conduct such as:

  • • Harassment or threatening behavior

    • Profanity or vulgar imagery

    • Unprofessional communication on listings, account information, or in conversations with FairPrice or customers

• Attempting to circumvent Marketplace rules or challenge final account decisions without grounds.

• Failing to cooperate in good faith when receiving support or guidance from FairPrice.

Violations may result in disciplinary action including listing removal, account suspension, or permanent termination.

2. Provide Accurate and Truthful Information

All information provided in FairPrice’s Seller Center and on your product listings must be accurate, current, and honest. This includes:

• Using a legal business name that you are authorized to represent.

• Creating a customer-facing display name that:

  • • Accurately represents your brand or store

    • Is professional and appropriate

    • Does not mislead or confuse customers

3. Customer Diversion and Transaction Circumvention

Sellers are strictly prohibited from attempting to circumvent FairPrice’s Marketplace sales process or redirect customers away from the platform.

Examples of prohibited diversion activities include (but are not limited to):

• Including advertisements, marketing offers, or promotional content in customer communication or order packaging.

• Displaying hyperlinks, URLs, or references to external websites or third-party platforms in any of the following:

  • • Product listings

    • Seller account information

    • Messages or documents visible to customers

Such actions undermine customer trust and violate the FairPrice Marketplace Terms. Sellers found engaging in these activities may be subject to account suspension or removal from the platform.

4. Responsible Communication with Customers

Sellers must engage with customers professionally, respectfully, and only when necessary.

All customer communication must:

• Be limited to messages that are essential to order fulfillment or customer service

Sending unsolicited, promotional, or irrelevant messages to customers is strictly prohibited. Violations may result in communication restrictions or further enforcement actions.

5. Maintain Seller Performance Standards

To ensure a consistent and reliable customer experience, all sellers are expected to meet the Marketplace’s performance standards across key operational metrics.

The two core performance metrics are:

• Acceptance rate

• Late shipment rate

Sellers are responsible for monitoring their own performance and taking proactive steps to address any areas that fall below the required standards. You can track your latest metrics anytime via the Performance Dashboard in Seller Center.

6. Comply with All FairPrice Marketplace Policies

All FairPrice Marketplace sellers are expected to be fully aware of and compliant with the platform’s policies, guidelines, and terms of use. These include—but are not limited to—policies related to product listings, customer communication, data protection, shipping, returns, and prohibited products. Non-compliance with any policy may result in listing removal, account suspension, or termination from the FairPrice Marketplace. We recommend regularly reviewing the FairPrice Marketplace Policy Centre to stay up to date with the latest requirements.

Notes

The information provided in this policy and any related links is intended for general informational purposes only and does not constitute legal advice. Some sections may contain links to third-party content, which FairPrice does not control, endorse, or assume responsibility for. Any reliance on such content is at your own discretion and risk.