SELLER POLICIES

Marketplace Standards for Nexaura Sellers

Understand the standards that help keep Nexaura reliable, professional and trusted for both sellers and customers.

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SELLER STANDARDS

Building a Trusted Marketplace Together

Every seller plays an important role in the Nexaura customer experience. Sellers should provide accurate information, fulfil orders responsibly and communicate professionally with customers.

✓ Accurate Information

Keep your seller profile, store information, product listings, prices and availability accurate and up to date.

✓ Professional Service

Communicate respectfully and provide reasonable assistance when customers have questions or order problems.

✓ Reliable Fulfilment

Process accepted orders within the stated handling time and provide delivery information where available.

LISTING STANDARDS

Product Listing & Store Rules

Customers should be able to understand exactly what they are purchasing before placing an order.

Product Listings Should Include

  • Clear and accurate product titles.
  • Relevant product images.
  • Accurate descriptions and specifications.
  • Correct price and available variations.
  • Reasonably accurate stock availability.
  • Relevant shipping and delivery information.
  • Important product conditions or limitations.

Avoid Misleading Listings

  • Do not use false or misleading product information.
  • Do not intentionally list products in unrelated categories.
  • Do not use images that materially misrepresent the item.
  • Do not make unsupported product claims.
  • Do not manipulate pricing or product information to mislead customers.
  • Do not create listings intended to bypass marketplace rules.

MARKETPLACE SAFETY

Prohibited & Restricted Products

Sellers are responsible for ensuring that products offered through Nexaura comply with applicable laws, marketplace requirements and relevant product restrictions.

Illegal Goods

Products that are unlawful to sell or distribute must not be listed.

Counterfeit Items

Counterfeit products or unauthorised replicas are not permitted.

Unsafe Products

Products presenting unacceptable safety risks may be restricted or removed.

Rights Infringement

Listings must not improperly use another party’s intellectual property.

Nexaura may remove or restrict products that appear to violate marketplace requirements or applicable rules.

ORDERS & FULFILMENT

Managing Customer Orders

Reliable order fulfilment helps create a better experience for customers and protects seller performance.

01

Review the Order

Confirm the item and order details before fulfilment.

02

Prepare & Dispatch

Prepare accepted orders and dispatch them within the applicable handling time.

03

Add Tracking

Provide valid shipment or tracking information when available.

04

Resolve Problems

Respond appropriately if an order is delayed, damaged, incorrect or cannot be fulfilled.

CUSTOMER EXPERIENCE

Customer Service Standards

Sellers should communicate professionally and make reasonable efforts to resolve legitimate customer concerns.

  • Respond to relevant customer enquiries within a reasonable period.
  • Provide accurate information about orders.
  • Assist with legitimate delivery problems.
  • Address damaged, incorrect or significantly misdescribed items appropriately.
  • Follow applicable return and refund requirements.
  • Avoid abusive, threatening or misleading communication.

ORDER PROBLEMS

When Something Goes Wrong

If an order cannot be completed as expected, sellers should communicate clearly and take the appropriate next step.

Repeated unresolved order problems, avoidable cancellations or poor fulfilment may affect seller performance or marketplace access.

View Help Centre

RETURNS & REFUNDS

Seller Responsibilities for Returns

When a customer reports an eligible order issue, sellers should cooperate with the applicable return or resolution process.

Review the Request

Review the order details, reason for the request and supporting information where provided.

Follow the Process

Provide applicable return instructions or cooperate with the appropriate marketplace resolution process.

Complete the Resolution

Where a refund, return or other resolution is required, complete the necessary seller actions promptly.

For customer-facing guidance, see our Returns & Refunds page.

SELLER PERFORMANCE

Maintaining a Healthy Seller Account

Seller performance may be reviewed using relevant marketplace activity and customer experience indicators.

Order Fulfilment

Process accepted orders reliably and within applicable handling times.

Cancellations

Avoid preventable seller cancellations by maintaining accurate inventory.

Order Issues

Address legitimate customer problems and unresolved cases appropriately.

Customer Service

Maintain professional communication and responsible seller conduct.

PAYMENTS & PAYOUTS

Receiving Seller Payouts

Available payout methods, schedules and processing times may depend on the seller account, payment provider and marketplace configuration.

Sellers may be required to complete account or payment verification before certain payouts are processed.

Payments or payouts may be delayed, reviewed or restricted where reasonably necessary for security, compliance, disputes, refunds or marketplace risk management.

SELLER VERIFICATION

Keeping Seller Information Current

Nexaura may request information or documentation to verify a seller, business or payout method where appropriate.

Sellers should ensure that submitted information is accurate, current and belongs to the relevant person or business.

Failure to complete required verification may limit certain seller features or payouts.

ACCOUNT ENFORCEMENT

Reviews, Restrictions & Suspensions

Nexaura may take reasonable action where marketplace rules are repeatedly or seriously violated, or where action is needed to protect customers, sellers or the marketplace.

01

Policy Guidance

Sellers may be informed about identified marketplace or listing issues.

02

Listing Action

Individual products may be restricted, removed or require correction.

03

Account Restriction

Certain seller capabilities may be temporarily limited where appropriate.

04

Suspension

Serious or repeated violations may result in seller account suspension or closure.

SELLER FAQ

Frequently Asked Questions

Products can be managed through the available Products or Listings area of your Nexaura Seller Hub.

Open the Orders area of your Seller Hub to review and manage orders associated with your store.

Available earnings, withdrawal and payout information can be reviewed through the relevant payout or withdrawal section of your Seller Hub.

Take action as soon as possible and communicate appropriately. Repeated seller cancellations or fulfilment problems may affect seller performance.

Listings may be reviewed, restricted or removed where they appear to violate marketplace rules, applicable restrictions or third-party rights.

Use the Seller Support options available through Nexaura or your Seller Hub for assistance with your store, listings, orders or account.

SELLER SUPPORT

Need Help Managing Your Store?

Access your Seller Hub or contact support for help with listings, orders, payouts and Nexaura marketplace policies.