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Merchant Customer Support Policy

1. If a store has an extremely high refund ratio, its account will be suspended
Refund ratio is the number of orders refunded over the total number of orders received during a time period. If this ratio is extremely high, a store will be suspended. A refund ratio of less than 5% is normal.


2. If a store has an extremely high chargeback ratio, its account will be suspended
Chargeback ratio is the number of orders which were chargedback over the total number of orders received during a time period. If this ratio is extremely high, a store will be suspended. A chargeback ratio of less than 0.5% is normal.


3. Customer abuse is not tolerated
Abusive behaviour and language towards Mix10 customers is strictly prohibited and will not be tolerated.


4. Asking a customer to pay outside of Mix10 is prohibited
If a merchant asks a customer to pay them outside of Mix10, their account will be suspended.


5. Directing a customer off Mix10 is prohibited
If a merchant directs a customer off Mix10, their account is at risk of suspension.


6. Asking a customer for personal information is prohibited
If a merchant asks a customer for personal information such as payment information, email, etc, their account will be suspended.



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