Penalty Fee Table
Quality Check Fail
Legit Check Fail
** Novelship reserves the right to suspend or ban any account failing to adhere to our terms and conditions.
*Failure to charge any of the above penalty fees will result in an increase of your selling fee or account suspension until all fees are collected. Novelship reserves the right to hold your item until all fees have been paid in full.
Can I cancel my sale?
To maintain marketplace integrity and trust, once your list has been accepted and your sale is confirmed a transaction cannot be cancelled under any circumstances. Please remember that for every sale made on Novelship there is a buyer on the other end expecting to receive their product from you, as such it is essential that sellers on Novelship are reliable. By making a list or sale you agree to these terms and conditions.
For Organic Sellers, cancelling your sale will result in a charge of $20 SGD (or local currency equivalent) directly to your account. Cancelling a sale is known as a “Seller Flake” and you will be penalised for each sale cancelled.
For Power Sellers, cancelling a sale (Seller Flake) will result in the deduction of one (1) penalty fee waiver for each offence committed. If you do not have any remaining penalty fee waivers in your account you will be charged a flat rate of $20 SGD (or local currency equivalent) directly to your account for each seller flake.
In the event that Novelship is unable to bill the above penalty amount to your account, your selling fee may be increased or your account temporarily suspended until the full penalty amount has been paid. For repeat offenders, your account may be banned permanently at our discretion.
What if my product is defective?
During the authentication process, our team checks your product thoroughly to ensure it meets our required standards. In the event that your product fails to meet these standards, you will be notified via email and provided the reason why your product has failed. A failed quality check does not mean your sale has failed, in the email you will be provided with an opportunity to adjust your sale price and provide the buyer with a discount to accept your product. If you do not respond within 24 hours to this message our team will notify the buyer and inform them the product is defective, at this point the buyer will decide to accept or reject the product.
If the buyer accepts, the transaction will proceed as per normal. If the buyer rejects the product the sale will be cancelled and labeled as a “QC fail” for failing to pass our quality checks.
For Organic Sellers, QC fails do not result in any penalty fees. You will only bear the return shipping fees for the item to be shipped back to your sales address.
For Power Sellers, QC fails do not result in any penalty fees and your penalty fee waivers will not be deducted. However, your return shipping waivers will be used to offset the return shipping fees. Upon utilisation of all your return shipping waivers, you will be charged the return shipping fee to receive your item.
Should Novelship fail to bill the return shipping fees to you, the item will be held until the shipping fee has been successfully charged.
I sent in the wrong product or size, what’s next?
If you send in a product that does not match your exact sale details your transaction will be failed and considered a quality check fail (QC Fail). Please refer to the QC fail guidelines above.
You may proactively reach out to our team to arrange to swap the product in such circumstances, however all shipping fees will be charged to your account in such a scenario. Please note that this is applicable for Power Sellers only.
What if my product is inauthentic?
To ensure marketplace integrity we take a strict approach when dealing with fakes. In the event that your product cannot be successfully authenticated your sale will be cancelled and you will be charged 15% of the item’s sale value. The minimum amount charged is $30 SGD (or local currency equivalent) and the maximum amount charged is $100 SGD (or local currency equivalent). In addition, to receive your item back from us you will need to pay the applicable return shipping fee based on your sales address.
For Power Sellers, penalty fee waivers and return shipping waivers cannot be used to offset costs in the case of a legit check fail (LC Fail).
If we are unable to bill your account directly your selling fee may be increased or your account temporarily suspended depending on the severity of the case. Your product will remain at our processing center until all applicable charges are paid in full.First time and repeat offenders can be permanently banned from Novelship at our discretion.
Can I offer a discount to incentivise Buyers to accept my Defective product?
Certainly! Offering a price discount on a defective product will increase the chance of a buyer accepting your product. The discount will then be deducted from your total payout.
How do I get my defective/inauthentic product back?
As soon as we issued the penalty + return fee your product will be then arranged for return via our partnered courier service.
We cannot guarantee that your original receipt will return to you in the result of an item failing checks. To begin, we do not require the original receipt to be shipped for authentication.
What happens to my Selling fee if my product is Defective/Inauthentic?
Once penalty and return fees are paid up, your current selling fee would not be affected. Should penalty and return fees be unbillable, your selling fee will be reverted to the default 9%
What will happen if the sellers break a rule?
All sellers are required to comply with the rules of the platform. This includes the timely shipment of products in acceptable condition. A breach of rule can happen if you sell and ship to us:
- Used product that does not meet our product criteria
- Product that does not match the product sold
- Product that has missing components (e.g. accessories)
- Product that is deemed inauthentic
- Or if you fail to ship the product within the allotted time, including time extensions given
In the event that you breach the rules, a penalty charge up to 15% of the sale/list price may be imposed.
You may also be billed additional amounts, determined at Novelship’s discretion. Products that are being returned to the seller will only be returned to the original return address via courier.
If you have any further questions or require clarifications, please contact our team at firstname.lastname@example.org.
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