In the event of any difficulties or delays in the process of verifying the Seller’s account, the first step should be to ensure that a complete set of the required documents confirming the company’s details and those of its representatives has been provided. The essential documents to be submitted include, among others: a current extract from the business register, a valid document confirming registration for EU VAT (if applicable), proof of ownership of a bank account in the form of a bank statement or certificate issued by the bank, complete and up-to-date shipping addresses, a detailed list of the categories of products offered, as well as documents confirming the identity of the company’s owners and ultimate beneficial owners, such as a copy of an ID card or passport.

Once the documentation is received, the Administrator conducts a thorough analysis and cross-checks the submitted information with the data contained in the relevant registers. If any of the information proves to be incomplete, outdated, or illegible, the Administrator has the right to request the Seller to provide the missing details, submit additional clarifications, or send new, corrected versions of the documents.

The verification process may take up to 14 business days, counting from the moment the Seller submits the full, accurate, and complete set of required documents. If the procedure takes longer than this, it is advisable to check whether all documents have been provided in an up-to-date, clear, and legible form, and whether the Seller has responded to any additional questions or requests for information from the Administrator. Maintaining consistent and efficient communication with the Administrator, as well as responding promptly to any messages, can significantly speed up and simplify the entire verification process, allowing the Seller to obtain full account activation on the Platform more quickly.

In the event of any doubts regarding the amount or legitimacy of a fee indicated on one of the received invoices, it is recommended to first conduct a thorough and careful review of the document’s content. Particular attention should be paid to the description of each line item in order to determine what type of service or provision the fee relates to. It is also important to verify the billing period covered by the charge, as it may refer to previous activities or transactions rather than solely to the current month. Additionally, it is worth checking whether the invoice contains references to the terms and conditions, fee schedule, or price list in effect at the time the fee was applied, as this may help identify its origin.

The next step should be to compare the invoice details with the transaction, billing, and fee history available in the Seller’s account on the Platform. This analysis makes it possible to verify whether the amount in question stems from a specific commission, a charge for an additional service, costs related to claims, returns, or other settlement operations. In many cases, such a review alone is sufficient to clearly determine the reason for the charge.

If, despite carrying out the above steps, the description on the invoice still does not clarify the nature or purpose of the fee, the Seller should contact the Platform. The inquiry must include the invoice number or a clear, legible electronic copy of the document. It should also contain a detailed explanation of why the item in question raises concerns and, if possible, provide additional context – for example, linking the fee to a specific transaction, claim, or service rendered during a particular period.

If the information provided is found to be insufficient, the Helpdesk team may request additional materials from the Seller, such as supplementary documents, correspondence related to the transaction in question, or screenshots from the system that can help confirm the validity of the charge.

In more complex cases that require consultation with other departments – for example, the accounting department, legal department, or finance department – the response time may be extended.

In the auction sales model, where the product is assigned to the customer from the Seller offering the lowest price while maintaining identical specifications and the same quality category, the lack of sales of your products is most often caused by the fact that your prices are less competitive compared to other sellers.
In such a system, even a small price difference—of just a few percent—may result in the order being assigned to a competitor.

To increase your chances of making a sale, we recommend:

Analyzing competitor prices – regularly checking offers from other sellers in the same quality category and with the same product specifications.

Adjusting your price – considering lowering the price of your products so that they are perceived as more attractive compared to the competition.

Monitoring trends – tracking price changes in the relevant category to respond quickly to market shifts.

Price changes can be made directly in the seller panel, in the Sales section. Locate the product in the list of active offers, open the offer for editing, enter the new price, and save the changes.

Regularly monitoring and adjusting your prices will help you maintain a competitive position in the auction system, thereby significantly increasing the likelihood of receiving orders.

Sales restrictions on the platform may be imposed for various reasons, each time arising from the need to ensure transaction security, maintain high standards of customer service, and ensure that Sellers’ activities comply with the applicable rules. The most common reasons for such restrictions include failure to meet specific quality requirements, persistently low performance indicators (for example, a high number of order cancellations attributable to the Seller or frequent complaints), as well as failure to provide all required verification documents. Other reasons may include violations of the platform’s terms of use or the need to conduct additional security checks to verify the Seller’s credibility and their offer.

In order for the restriction to be lifted, the Seller must take the actions specified by the platform administrator. These may include improving quality indicators by implementing measures to minimize complaints and cancellations caused by the Seller, submitting the missing verification documents, making appropriate changes to product listings, and in some cases confirming compliance of their sales practices with the platform’s Terms and Conditions. This process is designed to ensure that the Seller meets all requirements and is ready to continue selling safely and in accordance with the rules.

All detailed information regarding the reason for the restriction and the list of actions required to lift it is provided to the Seller via the Help Center or directly in the Seller Panel. This allows the Seller to track the progress of restoring full sales rights and to take the necessary steps as quickly as possible.