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Merchant Refund Responsibility Policy

1. Merchants will not be paid for refunds issued before the order is shipped
If an order is canceled or refunded before the order is shipped, the merchant will not be paid.


2. Any order refunded by the merchant is not eligible for payment
If an order is refunded by the merchant, the merchant will not be paid for the order.


3. Merchant is responsible for 100% of any refund on orders without valid or accurate tracking information
If an order has invalid, inaccurate or missing tracking information, the merchant is responsible for 100% of the cost of a refund on that order.

 

4. Merchant is responsible for 100% of any refund on an order which is confirmed fulfilled late
If the confirmed fulfillment date was 10 days or more after purchase, the merchant is responsible for 100% of the cost of a refund on that order.


5. Merchant is responsible for 100% of any refund on an order with excessively delayed delivery
If a refund occurs because an order is not confirmed delivered by 30 days (35 days for Canada) after the order is placed, the merchant is responsible for 100% of the cost of the refund.


6. Merchant is responsible for 100% of any refund due to a size issue
If a refund occurs due a customer sizing issue, the merchant is responsible for 100% of the cost of the refund.


7. Merchant is responsible for 100% of any refund on an order that the merchant engaged in fraudulent activity
If a merchant is in engaging in fraudulent activity or circumventing revenue share they are responsible for 100% of the cost of any refund on the fraudulent orders.


8. Merchant is responsible for 100% of any refund for items arriving damaged
If a refund occurs because the item arrived damaged, the merchant is responsible for 100% of the cost of the refund.


9. Merchant is responsible for 100% of any refund for items not matching the listing
If a refund occurs because the item does not match the product listing, the merchant is responsible for 100% of the cost of the refund. 

Note: Product images should depict the product being sold accurately. Contradictions between the product image and product description could result in item does not match product listing refunds.


10. If an account is suspended, the store is responsible for 100% of any refund
If a refund occurs while the merchant account is suspended, the merchant is responsible for 100% of the cost of the refund.


11. Merchant is responsible for 100% of any refund for products with an extremely high refund ratio
Merchants will receive an infraction for each product with an extremely high refund ratio. The merchant is responsible for 100% of the cost of refund for all orders for the product going forward and retroactively up to the last payment. Refund ratio is the number of orders refunded over the total number of orders received during a time period. A refund ratio of less than 5% is acceptable. Depending on the refund ratio, products may be removed from Mix10. Products that have a high refund ratio and are not removed from Mix10 are re-evaluated periodically. If the product is found to have a low refund ratio, the merchant will no longer be responsible for 100% of refunds due to this policy.


12. Merchant is responsible for 100% of any refund for products that are marked as counterfeit
Selling counterfeit products is prohibited on Mix10. Products that infringe on intellectual property are removed and merchants are responsible for 100% of the cost of refunds for the products.


13. Merchant is responsible for 100% of any refund for items that are sent to the wrong address
If a refund occurs because the item was sent to the wrong address, the merchant is responsible for 100% of the cost of the refund.

14. Merchant is responsible for 100% of any refund for items that are shipped incompletely
If a refund occurs because the order shipped was incomplete, the merchant is responsible for 100% of the cost of the refund. An incomplete order is an order where the merchant did not ship the correct quantity of items or did not ship all parts of an item.


15. Merchant is responsible for 100% of any refund for items that are returned to sender
If delivery fails and carrier returns item to the sender, the merchant is responsible for 100% of the cost of the refund.


16. Merchant is responsible for 100% of any refund for products with low ratings
Merchants will receive an infraction for each product with an extremely low rating average. The merchant is responsible for 100% of the cost of refunds for all orders for the product going forward and retroactively up to the last payment. Depending on the average rating, products may be removed from Mix10. Products that have a low average rating and are not removed from Mix10 are re-evaluated periodically. If the product is found to have a rating that is no longer unacceptably low, then the merchant will no longer be responsible for 100% of refunds due to this policy.


17. Merchant is responsible for 100% of any refund for products not delivered to the user
If an item's tracking is marked as delivered but the user did not receive the item, the merchant is responsible for 100% of the cost of refunds.

If the user did not receive the item after 60 days since the order fulfillment date, the items will be considered as missing, the merchant is responsible for 100% of the cost of refunds.


18. Merchant is responsible for 100% of any refund for orders shipped with unaccepted carriers
If an item is shipped with an unaccepted carrier, then the merchant is responsible for 100% of the cost of refunds.


19. Merchant is ineligible to receive payments from refunded orders if the store has an unacceptably high refund ratio
If a merchant's store has an unacceptably high refund ratio, the merchant is responsible for 100% of the cost of refunds for all orders going forward. Once the store's refund ratio improves and is no longer unacceptably high, the merchant will be responsible for refunds as normal.



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