PeppermintProfile information

Seller Protection

Seller Protection supports honest sellers who accurately describe what they offer, fulfill the transaction, preserve relevant evidence, and follow PeppermintProfile rules. It is seller-supportive, but it does not mean the seller is always right.

Neither the buyer nor seller is automatically presumed right. Applicable rules and available evidence determine whether protection applies and what resolution is fair.

Section 1

What Seller Protection covers

An eligible seller may be protected from:

Section 1(A) false or unsupported buyer claims;
Section 1(B) abusive returns or item substitution;
Section 1(C) misuse of chargebacks or payment disputes;
Section 1(D) unfair transaction penalties or abusive feedback; and
Section 1(E) documented carrier events or other circumstances outside the seller’s reasonable control.

Section 1(F)

Protection depends on the transaction, the seller’s conduct, the applicable rules, and the evidence. It does not guarantee that every claim, return, payment dispute, or loss will be decided for the seller.

Section 2

Who qualifies

Seller Protection may apply when:

Section 2(A) the transaction was completed and paid for through PeppermintProfile;
Section 2(B) the listing, item, or service was permitted and accurately represented;
Section 2(C) the seller used the agreed fulfillment method and followed the stated terms and return policy;
Section 2(D) the seller shipped or fulfilled within the promised time, or promptly communicated a change that the buyer accepted;
Section 2(E) the seller provided required tracking, delivery or pickup evidence, or other fulfillment records;
Section 2(F) the seller responded to a case by its stated deadline and provided relevant evidence; and
Section 2(G) the seller did not use a false identity, manipulate evidence, or abuse Seller Protection.

Section 2(H)

Off-platform transactions, prohibited items, materially inaccurate listings, fulfillment outside the agreed terms, false information, or seller-caused policy violations may lose protection.

Section 3

Getting paid

Section 3(A)

The Seller Protection payment flow is designed to hold seller payment during the buyer’s three-day inspection period. The period begins at carrier-confirmed delivery, or at supported completion evidence for an eligible pickup, delivery, or service transaction.

Section 3(B)

The buyer may confirm the transaction sooner, which releases payment to the seller.

Section 3(C)

If no eligible claim is opened by the deadline, payment automatically releases after the three-day period and the normal transaction becomes final.

Section 3(D)

A timely eligible claim pauses release while the case is reviewed.

Section 3(E)

After normal release, an ordinary fit, preference, or remorse complaint does not reopen Buyer Protection. Fraud, a chargeback, an appeal, a processing error, or a legally required review may still require action.

Section 4

Accurate listings protect sellers

A seller should provide:

Section 4(A) an honest title and description;
Section 4(B) clear photos;
Section 4(C) the item’s actual condition and known material defects;
Section 4(D) relevant measurements or specifications;
Section 4(E) included and missing parts;
Section 4(F) the price and shipping or fulfillment details; and
Section 4(G) clearly stated return terms.

Section 4(H)

A careful seller is not responsible merely because a buyer dislikes, cannot use, or cannot fit an accurately described item. Clothing sizes vary. When the labeled size and relevant actual measurements were accurately shown, “does not fit me” is a fit or preference matter rather than a seller listing failure.

Section 4(I)

A materially false label, measurement, condition, authenticity claim, compatibility statement, or item identity is not protected.

Section 5

Choosing who to do business with

Section 5(A)

Before purchase, a seller may decline a transaction, refuse extra work or terms that were not offered, stop communication, or block a prospective buyer for a legitimate reason. Legitimate reasons may include abusive conduct, unreasonable repeated demands, suspicious activity, safety concerns, prior bad-faith conduct, inability to fulfill, or requests outside the listing terms.

Section 5(B)

Reasonable questions alone are not abuse. The overall pattern, threats, demands, prior conduct, and available evidence should be considered.

Section 5(C)

After payment but before fulfillment, a seller may cancel and promptly refund when documented behavior creates a reasonable concern about fraud, abuse, safety, or an inevitable bad-faith dispute. A documented good-faith cancellation should not automatically harm seller standing.

Section 5(D)

A seller may refuse unpurchased extras, unauthorized discounts, policy exceptions, forced off-platform arrangements, or remorse returns not included in the disclosed return policy.

Section 5(E)

A seller may not keep payment without fulfilling or refunding, unlawfully discriminate, retaliate against legitimate use of a protection process, or repeatedly cancel ordinary orders without legitimate cause.

Section 6

Buyer requirements and shipping locations

Section 6(A)

Sellers may maintain a personal blocked-buyer list. PeppermintProfile may support or apply evidence-based risk requirements using verified signals such as repeated unpaid or canceled orders, active serious strikes, confirmed return or claim abuse, rapid quantity purchases, or other reliable risk information.

Section 6(B)

A raw review percentage should not be the only risk signal because new and small accounts can be distorted. Verification, completed transactions, payment history, and confirmed violations provide fairer combined context. A seller may allow a trusted buyer when platform safety restrictions do not prohibit it.

Section 6(C)

Sellers may set purchase quantity limits and choose where they ship or provide fulfillment. Options may include domestic only, selected countries or regions, excluded states, territories, postal codes, or post-office boxes where relevant, local pickup only, and whether forwarding or freight-forwarding addresses are accepted.

Section 6(D)

Eligibility is based on the delivery or service address and the seller’s disclosed service area, not nationality or another protected trait. An international account may purchase using an eligible accepted delivery address.

Section 6(E)

A buyer may not force a seller to ship outside the stated area or change the address after purchase except through an accepted process.

Section 7

Shipping and delivery evidence

Section 7(A)

The seller must use the agreed shipping or fulfillment method. Valid tracking, delivery, pickup, or service-completion evidence can protect the seller from an unsupported nondelivery claim.

Section 7(B)

The seller should ship to the address in the transaction. Redirection or an unapproved address change may affect protection. For a higher-risk order, the seller should document packing and condition when reasonable.

Section 7(C)

A seller should not be penalized for a documented carrier delay, weather event, or other event outside the seller’s control when the seller fulfilled on time and communicated reasonably.

Section 7(D)

Carrier loss or damage is reviewed under the applicable shipping or insurance protection. Coverage depends on the shipping system and evidence; this policy does not promise a dollar limit or a particular prepaid-label benefit. A seller who arranges shipping independently may need to obtain their own carrier insurance.

Section 8

Responding to a claim

Section 8(A)

The seller receives a reasonable opportunity to respond before a decision. Each case will provide its response deadline.

Section 8(B)

Relevant evidence may include the original listing, photos, measurements, messages, tracking, acceptance or delivery records, packing records, serial numbers or identifiers, return-policy terms, pickup or service-completion records, a prior refund, and other relevant facts.

Section 8(C)

A buyer’s allegation alone is not proof. Missing or unreliable evidence may affect the outcome, but an honest mistake is not automatically fraud.

Section 9

Buyer conduct we do not allow

Abusive buyer conduct includes:

Section 9(A) a false nondelivery claim despite reliable delivery evidence;
Section 9(B) a false material-mismatch claim;
Section 9(C) demanding extras, discounts, or refunds that were not offered while threatening reviews or claims;
Section 9(D) returning a different item;
Section 9(E) removing or swapping parts;
Section 9(F) using, washing, altering, damaging, consuming, or materially changing an item and then blaming the seller;
Section 9(G) submitting manipulated or staged evidence;
Section 9(H) using duplicate claims, chargebacks, or other methods to seek multiple recovery;
Section 9(I) making retaliatory claims or reviews;
Section 9(J) coercing a seller to break the law or policy, or to change customs or value information; or
Section 9(K) abusing cancellation, return, payment-dispute, or feedback systems.

Section 9(L)

Confirmed abuse may result in claim denial, buyer restrictions, strikes, suspension, removal, or repayment obligations where lawful. Directly related seller penalties or abusive feedback may also be corrected or removed under the applicable policies.

Section 10

Returns and seller inspection

Section 10(A)

An approved return must use the authorized tracked method. The buyer must return the original item in materially the same condition received, with included parts, accessories, and tags when applicable.

Section 10(B)

The seller has three days after carrier-confirmed return delivery to inspect the item and report substitution, use, buyer-caused damage, alteration, missing parts, or another material condition change, with supporting evidence. Return delivery alone does not prove that the buyer complied.

Section 10(C)

When the buyer caused a provable loss of value, a proportionate resolution may include a reduced refund, seller reimbursement, claim denial, or another remedy tied to the actual loss. A seller may not make an arbitrary deduction or recover more than the actual loss.

Section 10(D)

An unsafe or unlawful-to-ship item may be resolved through evidence without requiring a return. The seller must provide a valid return address and cooperate with an approved return.

Section 11

Return shipping

Section 11(A)

The seller pays for an approved tracked return method when the evidence proves a wrong item, material misdescription, undisclosed defect or damage, counterfeit item, seller fulfillment error, or seller-caused packaging failure.

Section 11(B)

The buyer pays return shipping for a seller-accepted fit, preference, or remorse return unless the seller promised free returns. Whether original shipping is refunded follows the seller’s disclosed return policy.

Section 11(C)

Carrier loss or damage is reviewed through the applicable protection rather than being automatically assigned to either party. The approved method depends on available shipping capabilities; this policy does not promise a particular carrier, label integration, weight cutoff, or insurance amount.

Section 12

Payment disputes and chargebacks

Section 12(A)

PeppermintProfile will collect and present available transaction evidence to help an eligible seller respond to a payment-provider dispute. The external financial institution makes its own final chargeback decision, so Seller Protection does not guarantee that the seller will win or that PeppermintProfile will reimburse every loss.

Section 12(B)

A seller may retain protection when reliable evidence shows delivery or fulfillment, a prior refund through PeppermintProfile, or a previously resolved PeppermintProfile case in the seller’s favor, subject to payment-provider rules and actual payment capabilities.

Section 12(C)

The seller must respond by the case deadline and may not issue a conflicting off-platform refund. No party may recover twice or charge the seller twice for the same resolved loss.

Section 13

Feedback and seller standing

Section 13(A)

Confirmed buyer abuse, a documented carrier event outside the seller’s control, or a justified good-faith pre-fulfillment cancellation should not automatically harm seller metrics or standing.

Section 13(B)

Feedback, reviews, or transaction defects directly resulting from confirmed abuse may be removed or corrected under the applicable content and review rules.

Section 13(C)

Legitimate negative feedback about an actual seller failure is not removed merely because the seller dislikes it.

Section 14

Possible resolutions

Depending on the evidence and available capabilities, a resolution may:

Section 14(A) release held payment;
Section 14(B) deny an improper claim;
Section 14(C) reimburse or otherwise protect an eligible seller from a covered loss;
Section 14(D) reduce a refund by a proven actual loss;
Section 14(E) remove related penalties or abusive feedback;
Section 14(F) return the item;
Section 14(G) provide a partial or full refund;
Section 14(H) provide a replacement or another solution agreed by both parties; or
Section 14(I) correct a processing error.

Section 14(J)

A resolution depends on the facts and available systems. Seller Protection does not promise a specific dollar coverage amount or an unimplemented feature.

Section 15

Misuse of Seller Protection

Section 15(A)

A seller may not exploit Seller Protection through a knowingly inaccurate listing, a false report against a buyer, manipulated tracking or evidence, an unfair refund deduction, evading an approved return, shipping the wrong or an incomplete item, or repeatedly canceling without legitimate cause.

Section 15(B)

Misuse may remove protection eligibility and lead to enforcement under the applicable policies. Seller-supportive does not mean seller-always-right.

Section 16

Appeals

Section 16(A)

Either party may appeal a Seller Protection decision when they believe a rule was applied incorrectly or relevant evidence was overlooked or has become newly available.

Section 16(B)

An appeal may affirm, modify, or reverse the decision and may restore funds or account effects when appropriate. An appeal does not guarantee a different outcome.