Complaints and disputed goods

The platform is an information intermediary: product cards and descriptions of companies are placed by the participants themselves, and no one reads each card in advance. Therefore, the order is as follows: everything is published, and the controversial is removed. complaint.

How to complain

Button "Complaint." is on the product card, on the company page and in correspondence on the transaction. Anyone can complain, including an unregistered copyright holder – then the form will ask for a return e-mail and check “I am not a robot”.

The form shall indicate:

• Violation copyright or related rights, trademark, prohibited or restricted goods, deception and false information, other;
• Essence of treatment - what is violated, where and on what grounds. For rights complaints, specify the object of the rights, the basis of their ownership to you and a link to the disputed material.

Deadline.

• Copyright and related rights – 24 hours (Article 15.7 149-FZ): during this time the material is deleted, missing information is requested or a reasoned response is given.
• The remaining applications are up to 5 working days.

The appeal is reviewed by the support, at the specified address you will be contacted. If the violation is confirmed, the card is removed from the publication, and the controversial images are deleted – including from the repository and CDN, so that they do not remain available through direct links.

Restricted categories

There is no pre-moderation, but a narrow list of goods is published only after verification: alcohol, tobacco and vapes, medicines, veterinary drugs, weapons and ammunition, pyrotechnics, pesticides and precursors, trade in personal data bases. Such a card receives status "On inspection." and waiting for support.

Goods that need only labeling or their own documents (jewelry, dietary supplements) are published immediately - claims on them are dealt with by complaint.

If your card went to check by mistake (the word from the list fell into the description accidentally) - write in support, check manually.

What to do with the seller

• Describe the product reliably: discrepancy to the description is a frequent cause of complaint.
• Use your photos and texts; other people’s photos and descriptions are a direct route to a copyright complaint.
• Make sure that you have the goods that require permits.Addition of goods).

Disputes on the transaction itself - payment, shipment, return - are not resolved by complaints: the site is not a party to the contract. Write to the second party in the chat transaction (Chat by order and request) and rely on the signed delivery contract (Buyer groups and counterparties).