Support Policy
OKX-SHOP E-Commerce Platform Support Policy
This Support Policy (hereinafter referred to as the "Policy") is formulated by OKX-SHOP E-Commerce Platform (hereinafter referred to as the "Platform") to clarify the support services provided by the Platform to settled merchants (hereinafter referred to as "Merchants") and platform users (hereinafter referred to as "Buyers"), standardize the process of providing support services, protect the legitimate rights and interests of Merchants and Buyers, and promote the healthy and orderly operation of the Platform. By settling in, operating or using the Platform's services, you (Merchants/Buyers) agree to abide by all the provisions of this Policy; if you do not agree with any part of this Policy, please stop using the Platform's services.
I. Introduction
Welcome to OKX-SHOP. Using the OKX-SHOP website (including its related websites, services and tools) (hereinafter referred to as the "Website") means that you agree to the following Policy, which applies to the general rules of the Platform, its affiliated companies, and the Website. This Policy clarifies the support services provided by the Platform to Merchants and Buyers, including but not limited to settlement support, operation support, fund support, after-sales support and technical support. The Platform will continuously optimize support services according to operational needs and user feedback.
If you have any questions about this Policy or the Platform's support services, please contact the Platform's official customer service through the "Contact Us" channel on the Website or the Merchant/Buyer background.
2. Scope of Application
2.1 This Policy applies to all Merchants who have completed settlement on the Platform, all Buyers who use the Platform's services to purchase commodities, and all transaction behaviors and related activities carried out on the Platform.
2.2 This Policy is an important supplementary agreement to the "OKX-SHOP E-Commerce Platform Store Opening Terms and Conditions" and the "OKX-SHOP E-Commerce Platform Return Agreement". If there is any inconsistency between this Policy and the above agreements, this Policy shall prevail; matters not explicitly stipulated in this Policy shall be subject to the above agreements and relevant UK laws and regulations.
2.3 The support services provided by the Platform under this Policy are only for Merchants and Buyers who abide by the Platform's rules and relevant laws and regulations. For Merchants/Buyers who violate the Platform's rules or relevant laws and regulations, the Platform has the right to suspend or terminate the provision of support services in accordance with the rules.
3. Merchant Support Services
3.1 Settlement Support
1. The Platform provides free settlement channels for Merchants, and does not charge any settlement fees, listing fees or shelf fees. Merchants can complete the settlement application through the Platform's official merchant background, and the Platform will review the application materials within 1-3 working days.
2. The Platform provides full-process settlement guidance services, including but not limited to real-name authentication, OKX wallet binding, store information filling, and commodity listing guidance. Merchants can consult the Platform's customer service at any time for problems encountered during the settlement process, and the customer service will respond and assist in solving them within 24 hours.
3. For enterprise entity Merchants, the Platform provides special settlement support, including enterprise information verification, multi-account management authorization, and tax-related guidance (in line with relevant UK laws and regulations), to help enterprise Merchants complete settlement efficiently.
3.2 Operation Support
1. Commodity Listing Support: The Platform provides a simple and easy-to-use commodity listing tool, supporting Merchants to upload commodity information, pictures, specifications, prices and other content in batches. At the same time, the Platform provides commodity classification guidance to help Merchants accurately classify commodities and improve commodity exposure.
2. Marketing Support: The Platform regularly launches global promotion activities (such as holiday promotions, cross-border preferential activities), and Merchants can apply to participate free of charge. The Platform will provide promotion position support and preferential tool support (such as coupons, full reduction activities) to help Merchants increase commodity sales.
3. Data Support: The Platform provides Merchants with real-time operation data statistics services, including but not limited to order volume, sales volume, customer flow, and commodity click rate. Merchants can view the data through the merchant background to adjust their operation strategies in a timely manner.
4. Compliance Guidance: The Platform provides compliance training and guidance for Merchants, including but not limited to UK e-commerce laws and regulations, commodity quality requirements, and false publicity prevention, to help Merchants avoid operational risks.
3.3 Fund Support
1. Fund Settlement Support: The Platform provides safe and efficient fund settlement services. The settlement amount (after deducting the 3% withdrawal handling fee and other applicable fees) will be deposited into the Merchant's bound OKX wallet within 2 weeks after the completion of order delivery. The Platform may appropriately shorten the settlement cycle according to the Merchant's performance.
2. Fund Security Support: All funds related to Merchants (including payment for goods, deposits, settlement funds, etc.) are deposited into the Platform's dedicated segregated account, which is completely isolated from the Platform's own funds to ensure the safety of Merchant funds. The Platform will not mix customer funds with other funds, nor use customer funds to repay any debts of the Platform.
3. Withdrawal Support: Merchants can apply to withdraw funds from their OKX wallet at any time, and the withdrawal time follows UK time 7:00-17:00. The Platform will review the withdrawal application within 1-180 minutes, and the funds will be credited to the Merchant's designated account within 5 days (120 hours) after the review is completed. If the arrival of funds is delayed due to special circumstances, Merchants can contact customer service to check the progress.
3.4 Other Merchant Support
1. The Platform provides 24/7 online customer service support for Merchants. Merchants can consult questions related to store operation, order processing, fund settlement, etc. through the merchant background or customer service hotline, and the customer service will
respond within 24 hours.
2. The Platform regularly updates operation rules and support policies, and notifies Merchants through the merchant background and in-site messages. Merchants can view the latest rules and policies at any time to ensure compliant operation.
3. For Merchants who operate stably for a long time on the Platform and have good performance, the Platform will provide additional support, including but not limited to priority promotion positions, reduced withdrawal handling fees, and exclusive operation consultant docking, to help Merchants expand their business scale.
4. Buyer Support Services
4.1 Shopping Guidance Support
1. The Platform provides clear shopping process guidelines, including operation instructions for commodity search, order placement, payment, logistics inquiry and other links, to help Buyers quickly complete shopping operations.
2. If Buyers encounter any problems during the shopping process (such as commodity information consultation, order operation questions, etc.), they can contact the Platform through the Platform's customer service or store consultation entrance, and the customer service
will respond and assist in solving them within 24 hours.
3. The Platform conducts compliance reviews on commodity information, urges Merchants to describe commodities truthfully, and provides functions such as commodity reviews and order sharing to help Buyers fully understand commodity conditions and make reasonable shopping decisions.
4.2 Order and Logistics Support
1. Order Inquiry Support: Buyers can real-time query the order status (pending payment, pending shipment, pending receipt, completed, etc.) through their personal background, and view order details, payment information, logistics information and other content.
2. Logistics Tracking Support: The Platform cooperates with global high-quality logistics service providers to provide logistics tracking services for Buyers. Buyers can real-time view the logistics track of commodities and understand the delivery progress of commodities.
3. Cross-border Logistics Support: For cross-border orders, the Platform provides customs clearance guidance services, informs Buyers of relevant precautions for customs clearance and possible import tariffs, taxes and other fees, and assists Buyers in receiving commodities smoothly.
4.3 After-sales and Refund Support
1. Return Guidance Support: Buyers can directly click "Return" in the OKX-SHOP order to complete the return application independently. The Platform and the product manufacturer provide full-process after-sales support, and Merchants do not participate in any after-sales services for returns and exchanges.
2. Refund Support: After the return review is approved and the commodity inspection is completed, the Platform will confirm the refund within 24 hours. The refund amount will be returned according to the Buyer's original payment method, and the arrival time refers to the Platform's fund deposit and withdrawal rules (arrival within 5 days). For special circumstances, you can contact customer service to check the progress.
3. After-sales Dispute Support: If a dispute arises between the Buyer, the Platform and the product manufacturer due to returns and exchanges, the Platform will provide an appeal channel, accept the Buyer's appeal and complete the review within 3 working days, and issue a fair review result to protect the legitimate rights and interests of the Buyer.
4.4 Fund Security Support
1. All funds paid by Buyers are deposited into the Platform's dedicated segregated account and hosted by the Platform to ensure fund security. The fund settlement will be carried out only after the Buyer confirms receipt of the commodity and the commodity is intact.
2. The Platform provides a variety of safe payment methods to ensure the safety of the Buyer's payment process, and at the same time prevent risks such as payment fraud and false transactions. If the Buyer's fund loss is caused by the Platform's reasons, the Platform will bear corresponding responsibilities in accordance with the law.
5. Technical Support Services
5.1 The Platform provides stable technical support for Merchants and Buyers, ensures the normal operation of the Website, merchant background, buyer background and related tools, and timely handles system failures, freezes and other problems.
5.2 The Platform continuously optimizes the technical architecture to improve the user operation experience, including but not limited to page loading speed, operation convenience, data security, etc., and regularly updates functional modules to meet the operation and shopping needs of Merchants and Buyers.
For technology-related issues (such as abnormal account login, system operation failures, etc.), Merchants and Buyers can contact the Platform's customer service, and the Platform's technical team will respond and troubleshoot within 24 hours.
6. Brand Protection and Compliance Support
6.1 The Platform has established a Brand Protection Program (BPP) to ensure that the commodities listed on the Platform do not infringe on the copyright, trademark or other intellectual property rights of third parties. If you believe that your intellectual property rights have been infringed, you can contact the Platform's Brand Protection Team, and the Platform will conduct an investigation and handling in a timely manner.
6.2 The Platform regularly conducts compliance inspections, handles illegal commodities and illegal operation behaviors, maintains the Platform's operation order, and protects the legitimate rights and interests of Merchants and Buyers.
6.3 The Platform provides compliance consulting services for Merchants and Buyers, answers questions related to relevant laws and regulations, Platform rules, etc., and guides Merchants and Buyers to operate and shop in compliance.
7. Policy Update and Notification
7.1 The Platform has the right to modify and update the content of this Policy according to changes in UK laws and regulations and the Platform's operational needs. The modified Policy will be notified to Merchants and Buyers through the Platform's official website, merchant background, buyer background, in-site messages, etc.
7.2 If Merchants and Buyers do not raise any objection within 3 days from the date of receiving the policy update notification, it shall be deemed that they accept the modified Policy; if they do not agree with the modified Policy, they can stop using the Platform's services and go through the procedures of withdrawal, store closure, etc. in accordance with relevant rules.
8. Supplementary Provisions
8.1 This Policy shall take effect on the date of issuance. Matters not covered herein shall be implemented in accordance with the Platform's relevant operation rules, supplementary agreements and relevant UK laws and regulations.
8.2 If a dispute arises between Merchants, Buyers and the Platform due to this Policy, it shall first be resolved through friendly negotiation; if the negotiation fails, any party has the right to file a lawsuit with the people's court having jurisdiction over the place where the Platform is located.
8.3 Platform official customer service contact information: [Platform Customer Service Hotline/Online Customer Service Entrance], Service Hours: 24/7.
OKX-SHOP E-Commerce Platform
Last updated date: October 8, 2023
Contact Info
- Address: 12 Marina Boulevard, #19-02, Marina Bay Financial Centre Tower 3, Singapore 018982
- Phone: +447947096818
- Email: Onlinestore@okx.com
