Seller Protection Policy

The My Adz South Africa Seller Protection Policy is designed to protect eligible sellers from fraudulent transactions, false buyer claims, and certain payment disputes when they comply with the Marketplace Terms & Conditions and this policy.

Seller Protection helps create a fair and trusted marketplace for both buyers and sellers.

Eligibility

A seller may qualify for Seller Protection if all of the following conditions are met:

  • The sale was completed through the My Adz South Africa Marketplace.
  • Payment was received through the official My Adz South Africa payment system.
  • The seller shipped or delivered the item within the stated handling time.
  • The seller complied with all Marketplace policies.
  • The listing accurately described the item.
  • The seller cooperates with any Marketplace investigation.
  • The seller provides any requested evidence within the required timeframe.

Seller Protection is available only for eligible transactions and does not apply to sales completed outside the Marketplace.

Seller Responsibilities

To remain eligible for Seller Protection, sellers must:

  • Accurately describe all items.
  • Upload genuine photographs that fairly represent the item.
  • Clearly disclose any defects, damage, or missing parts.
  • Package items securely for transport.
  • Dispatch orders within the promised handling time.
  • Use reputable delivery services where appropriate.
  • Provide tracking information when available.
  • Respond promptly to buyer enquiries and Marketplace requests.
  • Maintain accurate account and payout information.

Failure to meet these responsibilities may affect eligibility for Seller Protection.

What Seller Protection Covers

Eligible sellers may receive protection in circumstances including:

Fraudulent Buyer Claims

Protection may apply where evidence shows that:

  • The buyer falsely claims the item was not received despite valid proof of delivery.
  • The buyer provides misleading or false information during a dispute.
  • The buyer attempts to abuse the Buyer Protection process.

Unauthorised Payment Claims

Protection may apply where:

  • The seller fulfilled the order in accordance with Marketplace requirements.
  • The payment is later challenged as unauthorised, and the seller has complied with all verification and shipping requirements.

Chargebacks

Where a payment provider or financial institution initiates a chargeback, My Adz South Africa may assist eligible sellers by reviewing the transaction and submitting supporting evidence on the seller’s behalf.

Seller Protection does not guarantee that every chargeback will be reversed, but we will make reasonable efforts to support eligible sellers.

What Seller Protection Does Not Cover

Seller Protection does not apply where:

  • The seller knowingly provides false or misleading descriptions.
  • Counterfeit, illegal, prohibited, or stolen goods are sold.
  • The seller ships the wrong item.
  • The seller fails to dispatch the order within the promised handling time without reasonable explanation.
  • The item is damaged due to inadequate packaging.
  • The seller conducts the transaction outside the My Adz South Africa payment system.
  • The seller attempts to avoid Marketplace fees.
  • The seller refuses to cooperate during an investigation.

Seller Evidence

To support a Seller Protection review, My Adz South Africa may request evidence including:

  • Proof of shipment.
  • Tracking information.
  • Proof of delivery.
  • Photographs of the item before shipment.
  • Copies of communications with the buyer through the Marketplace.
  • Courier documentation.
  • Any additional information reasonably required to investigate the matter.

Failure to provide requested information may affect the outcome of the review.

Marketplace Investigation

When a dispute (within 7 days of delivery) is opened, My Adz South Africa may:

  • Review the original listing.
  • Review order and payment records.
  • Examine tracking information.
  • Request information from both parties.
  • Consider all available evidence before reaching a decision.

Each case is assessed individually on its own facts.

Marketplace Decisions

After reviewing the available evidence, My Adz South Africa may:

  • Dismiss the buyer’s claim.
  • Approve the buyer’s claim.
  • Require the buyer to return the item before a refund is issued.
  • Release funds to the seller.
  • Delay payout while additional information is obtained.
  • Take any other reasonable action necessary to resolve the dispute.

Seller Account Standing

Repeated policy violations may result in:

  • Listing removal.
  • Temporary selling restrictions.
  • Delayed payouts.
  • Suspension of Marketplace privileges.
  • Permanent account termination.

Examples of repeated violations include:

  • Selling prohibited items.
  • Repeated cancellations.
  • Excessive unresolved complaints.
  • Misleading listings.
  • Fraudulent activity.

Fraud Prevention

My Adz South Africa may use automated systems and manual reviews to detect:

  • Suspicious payment activity.
  • Identity fraud.
  • Account takeovers.
  • Fake listings.
  • Unusual selling behaviour.
  • Other activities that may place buyers or sellers at risk.

To protect the Marketplace, we may temporarily delay or hold transactions while conducting security reviews.

Payout Holds

To help prevent fraud and resolve disputes fairly, My Adz South Africa may temporarily hold seller payouts in situations including:

  • Newly created seller accounts.
  • High-value transactions.
  • Transactions under investigation.
  • Suspected fraudulent activity.
  • Legal or regulatory requirements.
  • Standard 8 days after delivery of each order.

Funds will generally be released once the review has been completed or the transaction has been successfully concluded.

Abuse of Seller Protection

Seller Protection is intended to protect honest sellers.

My Adz South Africa may suspend or permanently remove sellers who:

  • Submit false evidence.
  • Attempt to manipulate disputes.
  • Misrepresent products.
  • Engage in fraudulent conduct.
  • Abuse Marketplace systems.

Limitation of Seller Protection

Seller Protection is provided to support eligible sellers but does not constitute insurance or a guarantee against every loss.

My Adz South Africa reserves the right to determine eligibility for Seller Protection based on the evidence available and applicable South African law.

Changes to this Policy

My Adz South Africa may amend this Seller Protection Policy from time to time. Updated versions will be published on the Marketplace, and continued use of the platform constitutes acceptance of any revised policy.