Seller Protection Policy
Star Trading Post's Seller Protection can offer a little extra peace of mind to eligible sellers. When you qualify, Star Trading Post will work with you to resolve cases, investigate chargebacks, and help you deal with any other issues that come up with your Star Trading Post shop. This Seller Protection Policy explains the steps you must take to be eligible for Seller Protection and the types of items and transactions that may be covered.
This policy is a part of our Terms of Service. To qualify for Seller Protection coverage, you agree to this policy and our Terms of Use.
Seller Eligibility Requirements
Eligible sellers are automatically enrolled in Seller Protection — there is no application process. Here's what you need to do to make sure your shop is covered:
A. Keep your shop in good standing in regards to the Star Trading Post's policies, having no violations.
B. The item must be processed and paid for through a PayPal business account connected to your STP account or through another approved STP payment option. If a personal PayPal account, check, or any other payment method outside of the approved STP methods, the item will not qualify.
C. Fill out all of your Shop Policies. It's especially important to have policies for returns, exchanges, and custom orders. Your Shop Policies have to comply with Star Trading Post's policies, as well as your local laws.
D. Use accurate photographs and descriptions when you list items.
E. Include reasonable and accurate processing times or ship-by dates.
F. Cooperate with investigations conducted by Star Trading Post. Promptly provide any information requested by Star Trading Post, and cancel and refund any transactions deemed invalid or unauthorized by Star Trading Post.
G. All communications with the Buyer about the transaction must go through the Star Trading Post Message System. If the Seller contacts you by email, text, or phone, refer them back to the Star Trading Post Message System for yours and their protection.
Order Eligibility Requirements
Follow these steps to make sure your orders are covered by Star Trading Post's Seller Protection:
A. Ship your order according to the processing time or ship-by date you listed or as agreed upon through Star Trading Post Messages.
B. Ship the order to the address provided on Star Trading Post. If your buyer provides an alternate shipping address through Messages, be mindful of fraud or scams. You may choose to cancel and refund the order and ask the buyer to purchase the item again with the corrected shipping address.
C. Mark the order as shipped after you send it out.
D. Provide valid proof of shipping, such as a tracking number or delivery confirmation number. Valid proof can include a shipping or tracking number that shows the order route and delivery progress.
E. The item must be processed and paid for through a PayPal business account connected to your STP account or through STP payment options.
Items and Transactions Not Eligible
While most items and transactions qualify for Seller Protection, there are a few exceptions:
A. Items sold in person via the Sell on Star Trading Post app.
B.Items in which communications in reference to transaction are through personal email, text, phone, or any other form of personal communication that is not Star Trading Post's Message System.
C. Subscriptions or other transactions in which the buyer submits a single payment for recurring deliveries (like item-of-the-month clubs).
D. Transactions processed outside of Star Trading Post Payments, for example, through standalone PayPal or a personal check.
E. Any order or transaction that is fulfilled by the seller despite notice from Star Trading Post that the order or transaction in question is invalid, fraudulent, or under investigation.
Seller Protection Benefits
If your shop and the order in question satisfy the eligibility requirements, Star Trading Post will try to help you resolve Non-Delivery cases, Not as Described cases, and chargebacks. We may have to request additional information or assistance from you. For Non-Delivery or Not as Described cases, we'll need you to respond to our inquiries within 3 calendar days or the time frame noted by Star Trading Post in the case. If a chargeback is filed against you, we'll need you to respond to any inquiries within 3 calendar days or the time frame indicated by Star Trading Post. If you don't give us the necessary information in time, we may not be able to help resolve the dispute. Please keep in mind that we can't guarantee a resolution in your favor.