Seller Performance and Accountability Policies

Overview
1Understanding our policies
These policies provide guidance for how sellers using onsite
checkout on Facebook commerce surfaces should fulfil and
dispatch orders. These policies also help sellers understand
what type of support is expected after a buyer has made a
purchase on Facebook, and how to communicate with buyers
in case they request a refund or something doesn't go as
planned.
All sellers must comply with these policies, as well as the
Community Standards and Commerce Product Merchant
Agreement.
Failure to comply with these policies may lead to various
consequences, including but not limited to account
restrictions, cancellation of orders, ranking changes, removal
of the product or refunds at a loss to the seller. Facebook
reserves the right to issue refunds where required by
applicable law. Decisions on buyers claims are governed by
these policies and the Purchase Protection Policies, and are
made in Facebook's sole discretion.
For the purposes of this policy, where specified, an individual
seller refers to someone selling through a personal profile.
Selling with on-site checkout
Order fulfilment
Sellers must provide accurate delivery and handling windows
for all products and orders. Sellers must provide valid
tracking information for all orders and orders must be
received by the buyer within the delivery window (handling
time + shipping time) listed by the seller in the product
description page.
Once confirmed, sellers must fulfil orders within the allotted
time frame or the order may be automatically cancelled by
Facebook. Orders with handling times of less than 30 days
must be fulfilled within 30 days. Orders with handling times
of 30 days or more must be fulfilled by the estimated delivery
date.
If an individual seller has not fulfilled an order within seven
days from the date of the purchase, that order will be
automatically cancelled by Facebook.
If you ship products, you must meet performance standards
for order fulfilment, including order tracking, dispatch and
delivery, as notified by Facebook. These performance
standards are determined in Facebook's sole discretion.
Support & refunds
Buyers must first contact the seller to try to resolve purchase
issues.
If a buyer requests a refund or has an issue with their
purchase, the seller has two working days to respond to the
buyer and attempt to resolve the buyer's issue. If the seller
has not responded or resolved the issue after two working
days, the buyer may make a claim directly to Facebook. Bear
in mind that decisions on buyer claims are made in
Facebook's sole discretion.
Sellers must comply with applicable local laws regarding
returns. Where no laws exist, sellers must, at a minimum,
accept returns of products in the same condition as they
were received and returned within the timeframe specified by
the seller in the product listing for that purchase. The
timeframe specified for returns must match the return
category selected for the product listing. The return
timeframe begins from the delivery date. Refunds must be
issued within two working days from when the seller receives
the returned items.
Sellers must provide a return delivery label to buyers when
accepting a return request from a buyer. Sellers may deduct
the cost of the return label from a buyer's refund.
Appealing a buyer dispute or claim
When a buyer is dissatisfied with a delivered product or a
seller's conduct during the delivery and fulfilment process,
they can raise the issue with Facebook as a dispute or claim.
Examples of such situations can be found in our Purchase
Protection Policies.
As determined at Facebook's sole discretion, buyer
disputes/claims meeting the criteria in our Purchase
Protection Policies will be refunded at the expense of the
seller. In some situations, Facebook may offer a partial
refund, otherwise the refunded amount will include the full
price of the item, tax and delivery fees.
After a refund has been issued at the expense of a seller, the
seller can appeal the decision.
Facebook will notify a seller when a refund has been issued
at the expense of the seller. The refund is deducted from a
seller's pending payout. Sellers wanting to appeal a refund
must do so within ten working days of the notice of the
issued refund. Any resolution of disputes/claims is made at
Facebook's sole discretion. Decisions about appeals are final
and cannot be contested. If an appeal is decided in the
seller's favour, the appealed amount will be refunded to the
seller at a loss to Facebook.
Sellers are encouraged to submit information with their
appeal that may help Facebook determine whether the seller
or buyer is at fault.
Fees & chargebacks
Sellers will be charged a fee of 5 per cent per transaction,
with a minimum fee of USD 0.40 ("selling fee"). With respect
to goods, the sale of a good or goods which are delivered
together are a "transaction" for the purpose of this section.
The Selling Fee will be calculated based on the entire amount
of the transaction (including the sale prices of goods, any
delivery fees and Applicable Taxes). Sellers will also be
charged a fee of USD 20 per chargeback, which will be
waived upon successful representment provided that you are
compliant with the Commerce Product Merchant Agreement
and all applicable laws and policies. If you are a resident of or
have your principal place of business in Brazil and you use a
seller commerce feature, the payment processor that we
have selected, Cielo S.A., charges a fee of 3.99% per
transaction.
A chargeback occurs when a buyer contacts their debit or
credit card issuer to dispute a transaction with the seller. A
buyer may file a chargeback for many reasons, such as an
incorrect or unauthorised transaction on their card, not
receiving the items they purchased, or being dissatisfied with
the purchase but not being able to resolve the matter directly
with the seller.
When a buyer files a chargeback, Facebook will notify the
seller and put a hold on the seller's account for the
transaction amount and a USD 20 chargeback fee until the
chargeback has been resolved. Facebook will review
chargebacks and cover the cost of chargebacks that we
determine to be related to a fraudulent payment, such as
unauthorised purchases resulting from theft of credit card or
account information. Sellers bear the risk of loss associated
with all other chargebacks. Learn more on how to review
chargebacks on Facebook.
Responding to a chargeback
Sellers have ten calendar days to respond to a chargeback
and submit evidence against the buyer's claim. The card
issuer, not Facebook, will review the evidence and make a
decision in favour of the buyer or seller.
When responding to chargebacks, sellers should provide
evidence that relates to the reason for the chargeback. Learn
more about how to respond to a chargeback.
If the card issuer decides in the seller's favour, the
transaction amount and a USD 20 chargeback fee will be
released back to the seller's account with no additional fees.
However, if the card issuer decides in the buyer's favour or
the seller fails to respond to chargeback within ten calendar
days, the transaction amount and a USD 20 chargeback fee
will be deducted from the seller's account balance.
Facebook will not consider Purchase Protection claims from
buyers who have received a refund as a result of a successful
chargeback. Facebook may conduct additional investigations
into seller accounts that face multiple chargeback claims,
and may take additional action to restrict the seller's account.
Facebook may also disable payments or take additional
action to restrict the account of buyers who file fraudulent
chargebacks.