SHOPLINE is committed to providing a good and secure shopping and transaction environment and will impose corresponding punishments on stores that violate laws, regulations and industry standards. Merchants can process the punishments in the Security Center from the store admin panel.
In This Article
Relevant Terms and Rules
Click to view the SHOPLINE Rules Center.
Violation Alert
E-mail notification:
- Before punishing a store or a product, SHOPLINE will send a violation alert email to the Contact email provided by store from store admin panel via Account management.
Prompt from the store home page:
- At the same time, a violation alert notification will be prompted in the store Home, which needs to be processed in time.
Punishment Notifications
E-mail notification:
- Once the punishment is imposed on a store or a product, the Store admin contact email will receive a punishment notification email.
Prompt from the store home page:
- Once the punishment is imposed on a store or a product, a notification will be prompted in the center or bottom area of the store Home, which needs to be processed in time.
Merchant Appeal Guidelines
Once the punishment is imposed on a store or a product, the merchant can appeal as follows:
- Merchants can open the Security Center to view relevant violation records by clicking the punishment notification in the center of the store home page, the Security Center at the bottom of the store home page, the product punishment notification, or the email notification.
- Select a punishment record and click view details.
- On the details page, the merchant can see the detailed punishment information and determine whether feedback/appeal is required.
- Click Feedback to open the feedback details page, and submit an appeal according to the feedback/appeal standards. Once an appeal is submitted, SHOPLINE will complete the review in seven working days.
FAQs
- Why is my product/ store punished?
- During store operation, the product information released, the store’s transaction behavior or marketing activities violate relevant laws and regulations or SHOPLINE platform terms and rules. Please refer to the Rules Center.
- If my product/ store is punished, can I still access my store admin panel?
- The punishment for a product or a store is mainly restricted to the storefront display of the product or store. You can process orders, edit products, and operate otherwise from your store admin panel.
- How do I know that my product/ store is being punished?
- Once the punishment is imposed on a product/ store, the platform will send a notification email to the Store admin contact email provided.
- If you can’t find the notification email in your inbox, check your spam.
- You can also log in to your store admin panel and check in Security Center.
- How do I check the details of the punishment? And what should I do?
- You will receive a punishment notification email in your Store admin contact email. Alternatively, you can open Security Center to view violation details via the punishment notification or store tab on the store home page. You can follow the instructions in punishment details in the Security Center to prepare appeal documents and submit an appeal.
- How do I revoke a punishment? How long does it take?
- You can submit an appeal. Once your appeal is successful, the punishment will be revoked. We will complete the review of appeal documents in five working days once an appeal is submitted. Please pay attention to the punishment status and notifications in the Security Center.
- What are the standards for appeals?
- Different appeal standards apply for different punishments. Please contact SHOPLINE's online merchant success representative for more details.
- How do I mitigate risks in the future?
- You can log in to our Rules Center to view the corresponding terms and rules and operate in compliance with them.
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