To ensure continuity of customer service and the timely fulfillment of all sales obligations, a Seller planning an extended vacation or any other form of absence should take organizational measures well in advance to minimize the risk of delays and issues in order processing.

It is recommended that at least 30 days before the planned departure date, the Seller withdraw all exchange and sales listings from the Platform to avoid receiving new orders during the period of absence. This will help prevent situations where orders cannot be fulfilled within the required timeframe, which could negatively impact the Seller’s rating and Buyer satisfaction.

In addition, the Seller is obliged to appoint a replacement who, during the vacation period, will continue handling ongoing processes, in particular processing returns, complaints, inquiries, and any other customer requests. This person should have full access to the systems, documents, and tools required to provide effective customer service in compliance with the standards applicable on the Platform.

In the case of an absence (if it exceeds 5 business days and replacement staff will also be unavailable), the Platform must be informed in advance. It is recommended that this notification be made no later than 14 days before the start of the leave. The information should be provided via email. This procedure allows the Platform to take any necessary organizational measures to ensure the smooth continuity of sales processes and helps maintain a high level of customer service, minimizing the risk of complaints, negative reviews, and sanctions resulting from the Seller’s failure to fulfill their obligations.