QUEENSTA Platform Rules
 

Chapter 1 - Register Conditions and Commission for platform

QUEENSTA accepts companies and enterprise to settle in and also accepts applications from individual households.
The platform commission is 8.5-12%; depending on the number of SKU:

Commission     SKU Numbers
8.50%     SKU number is not less than 50,000
10%     SKU number 1000 to 50,000
12%     SKU number is less than 1000

Chapter 2 - Account Rules

A company that has settled in can create multiple accounts. One account can open multiple stores to sell different products.

Chapter 3 - Product Approval

When the seller uploads the product, all products will be reviewed by the platform. If the product requirements of the platform change, the products that have passed the approval may also be reviewed again.

Chapter 4 - Collection, Release and Withdrawal

⦁ Found account:
The platform has its own payment system, and the sales amount of the seller will remain in the seller wallet on the platform. The seller can bind his own bank account or the company's bank account to extract the payment. The system supports the withdrawal of USD and RMB.
⦁ Loan time:
After the buyer has confirmed the receipt of the goods, the payment will be immediately credited to the seller's account. For orders that the buyer does not actively confirm the receipt, the payment will be credited to the seller's account after the order has been passively confirmed. Passive confirmation time is 10 days after the receipt of the order goods or 60 days after the actual delivery of the goods.
⦁ Fund withdrawal:
There isn’t handling fee for RMB withdrawal. For each withdrawal of 10,000 and more than $10,000, a handling fee of $150 will be charged, and for each withdrawal of less than $10,000, 4% handling fee will be charged. The exchange fee for foreign currency exchange for RMB exchange is 4%.

Chapter 5 Order Delivery and Distribution

⦁ Delivery start time:
The platform has its own payment system, and the sales amount of the seller will remain in the seller wallet on the platform. The seller can bind his own bank account or the company's bank account to extract the payment. The system supports the withdrawal of USD and RMB.
⦁ Delivery time:
Goods of 5 US dollars and more than 5 US dollars must be fulfilled within 30 days, and goods less than 5 US dollars must be fulfilled within 60 days. The platform will count orders that have reached delivery time and have not reached delivery time in the last 30 days.
⦁ Express tracking:
Each order must provide a valid tracking number, and logistics tracking should show tracking in China as well as shipment tracking information after reaching the destination country.
⦁ Logistics assessment:
The logistics assessment is equal to the number of 30 days delivery orders divided by the total number of 30 day transportation orders. The platform conducts logistics assessments for sellers every month. For those who do not meet the standard, the seller will be deducted, and the seller who meets the standard will add points.

Logistics assessment     Rating Plus or minus points
90--100%     Excellent 2
80--90%     good 1
70--80%     pass 0
0--60%     failed -10

The seller's default score is Zero .If the efficiency assessment for the first month is negative, the platform will give the seller a second month for the improvement period.
The seller's score is negative for the second month: the platform will reduce the seller's product exposure.
Seller's score is negative for the third month: the platform will cancel the seller's participation in the platform's promotion.
Seller's score is negative for the fourth month: the platform will close the seller's account for 15 days.

⦁ Buyer complaints
If the buyer received more than 100 complaints due to quality or logistics reasons, the platform will temporarily shut down the store and ask the seller to give an explanation.

Chapter 6 - Basic obligations of sellers

⦁ Any behavior of the seller on the platform shall comply with the applicable laws, regulations, rules, decrees, judgments and other regulatory documents in China and other countries. The Platform has the right to punish or deal with any suspected violation of the law in accordance with these rules.
⦁ As the seller of the trading market, the seller shall be responsible to the buyer for the sale and purchase transaction between the two parties, and fulfill the seller's information disclosure, quality assurance, delivery and service, after-sales and warranty. At the same time, the seller is obliged to understand and be familiar with the platform of the trading process to the buyer's market, to abide by and provide good faith and reasonable cooperation.
⦁ Obey the rules for the release of goods for various purposes of the platform; it is forbidden to issue goods or information that are prohibited from being sold. For details, please refer to the catalogue of restricted products for sale worldwide.
⦁ Respect the intellectual property rights of others. It is strictly forbidden to publish or sell goods that infringe on the intellectual property rights of third parties, including but not limited to trademarks, copyrights, patents, etc. See the Global Intellectual Property Rules for details.
⦁ The seller should abide by the principle of good faith management, timely fulfill the order requirements, cash out the service commitments, etc., there must be no false transactions, false delivery, goods are not correct, and other untrustworthy behavior, see the transaction rules.
⦁ Protect consumers' right to know and fulfill their obligation to disclose information. The release of goods shall be truthfully described, including but not limited to, in the channels provided by all platforms, such as the product description page and the store page, to provide the buyer with a true and complete description of the basic attributes, quality, defects, etc. of the goods. No false or misleading statements.
⦁ The products that are guaranteed to be sold can be used normally within a reasonable period of time, including the risk that the goods do not endanger the safety of personal property, the performance of the goods that should be possessed, the standards that are indicated on the goods or their packaging, etc.
⦁ The seller does not abide by the provisions of this chapter, seriously violates the seller's basic obligations, and reserves the right to conduct market management in accordance with these rules. If the plot is bad, the platform has the right to immediately retreat the seller.

Chapter 7 - Refund Policy

(1) Reasons for refund

⦁ Did not receive or the goods did not arrive complete.
⦁ The product does not match the description.
⦁ Quality issues.

Please note to the seller: If the refunded order amount is less than $5, we will not ask the buyer for evidence of the refund. For orders over $5, if the seller needs it, we will ask the buyer to provide evidence in the form of a picture or video.

(2) Refund processing method

The platform pays great attention to protecting the rights and interests of sellers. Therefore, if the buyer wants a refund, he must prove that the problem actually exists.
After that, we will determine the refund amount based on the severity of the problem and may ask the consumer to destroy or return the product.

1.Not arrived

⦁ If the buyer requests a refund on the grounds that the goods are not delivered, we will first check the logistics information at the destination post office, logistics company, and express delivery department.
⦁ If the logistics is traceable to the destination country post office or courier collection office, the consignee information is accurate, we will advise consumers to go to the post office or express collection point check.
⦁ If the consignee information is incorrectly filled or the package is completely untraceable, the customer will receive a full refund.

2.The goods have not arrived complete

We will ask the buyer to say the weight of the parcel received and provide proof of the photo. If the buyer claims that the weight of the package is lighter than the weight provided by the seller, we will contact the post office to find out the truth and determine the refund amount. Therefore, please be sure to fill out the product weight information.

3.The product does not match the description

⦁ Orders below $5:
If we find that the actual product does not match the description, the refund amount (50% - 100%) will be determined based on the actual and descriptive discrepancies. Customers in other regions receive a full refund without proof of video or photo.
⦁ Orders over $5:
We ask all customers to provide evidence that the problem exists, and then the refund rate and amount will be determined based on the severity of the problem. And the platform will disable the picture or describe the product that does not match the real thing.

4. Quality problems

Due to policy differences between countries and regions, the platform's refund policy is also based on the region. In the event of a serious quality problem, we will refund the product without requiring the customer to return or destroy the product.

⦁ Orders below $5:
Buyers in Russia and the former CIS countries need to provide evidence. Buyers in other countries receive a full refund without proof of video or photo.
⦁ Orders from $5 to $20:
Simply provide a photo as evidence and you will receive a full or partial refund without destroying or returning the product;
⦁ Orders from $5 to $20:
A photo or video is required to prove the problem, and we will determine the refund amount based on the severity of the issue.
⦁ A full refund if the problem is serious enough to affect the use of the product itself.
⦁ If the problem is not particularly serious, we offer a maximum refund of 50%.
⦁ If the buyer is not satisfied, the product can be destroyed and a full refund can be obtained.
⦁ Orders from $20 to $100:
We will ask all customers to provide a photo or video to prove the problem, and then the refund amount will be determined based on the severity of the problem.
⦁ A full refund if the problem is serious enough to affect the use of the product itself.
⦁ If the problem is not particularly serious, we will issue a refund of up to 50%.
⦁ If the buyer is not satisfied, we first recommend that the buyer send the product back to the seller and get a full refund. If the seller feels that the shipping cost is too expensive or does not want or can’t return the product for other reasons, the product can be destroyed and a full refund can be obtained.
⦁ Orders over $100:
We will ask all customers to provide photos or videos to prove that the problem exists, and then will be based on the problem.
The severity determines the amount of the refund.
⦁ If the problem is serious enough to affect the full refund of the product itself.
⦁ If the problem is not particularly serious, we will issue a refund of up to 50%.
⦁ If the buyer is not satisfied, we will advise the buyer to return the product to the seller and receive a full refund.
Problem severity and refund percentage
15%: If the clothing is not well stitched, the thread is exposed
30-35%: The appearance of the product is damaged, but it does not affect the use.
50%: If the clothing class sends the wrong code
100%: The product has not arrived or the problem is serious enough to affect the use.

5. The refund period

⦁ The buyer can request a refund within 30 days of confirming the receipt.
⦁ If the buyer does not receive the goods after 60 days of ordering, he can use “not arrived” to request a refund within 15 days, which means that the buyer can request a refund from the 61st to the 75th day after the order is placed.
⦁ If the product price is more than $50, the buyer can apply for refund if the order cannot be tracked after 20 days of placing the order.
⦁ If the seller gives the same logistics tracking number to customers with different addresses, the platform has the right to cancel the order and refund it to the customer at any time.

6. Tips to avoid refunds

⦁ Upload the product and provide a real product picture. It is best to have a large number of product detail pictures. In addition, please avoid using pictures with ps and color difference with the product.
⦁ Upload the product to provide detailed and accurate product descriptions. The richer the description, the better;
⦁ Upload the product to provide accurate information about the size of the product. The size information must be sufficient.
⦁ Check that the product has no manufacturing defects before shipment;
⦁ Check that the parts of the product are complete before shipment;
⦁ Choose reliable logistics channels;
⦁ Make sure that the product packaging is not wrong.