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Fulfillment Policy

Last updated: October 15th, 2025

I. POLICIES & REGULATIONS APPLICABLE TO SELLERS

1. Quotation Policy & Regulations

Receiving and providing quotes:

  • Sellers must provide product information via images, videos, websites, or links from AliExpress/Temu or other e-commerce platforms (submitted through the quotation system).
  • For products already available in the system: quotes are returned within 5–10 minutes.
  • For products not yet available: quotes are returned within 1-4 working hours (response time may be longer on Sundays or public holidays).
  • For custom-request products: quotes are provided once the production factory confirms the information.
  • Validity period:
    – Peak season: 7 days
    – Low season: 15 days
    After expiration, prices may change based on market factors. Sellers may request a new quote to receive the most accurate and updated pricing.

2. Order Receipt & Processing

2.1. Order Submission Methods

  • Orders are automatically processed through the system and synced directly to the seller’s store admin for real-time status updates.
  • Alternatively, sellers may submit orders via Excel/CSV for the fulfillment team to process.

2.2. Order Processing Time

  • Orders are processed only after the Fulfillment team receives complete order information and confirms payment from the seller.
  • Standard processing time: within 24 hours (excluding Saturdays, Sundays, and public holidays).
  • Orders confirmed before 3:00 PM (GMT+7) are processed on the same day. Orders confirmed after 3:00 PM, on weekends, or on holidays will be processed on the next working day.

3. Payment & Reconciliation

  • Sellers must pay 100% of the order value and service fees before Fulfillment begins processing.
  • Payment methods include PayPal or other methods as mutually agreed.
  • Reconciliation history and cost details are recorded and stored in the system.

4. Seller Responsibilities

  • Provide accurate and complete order information.
  • Make full and timely payments.
  • Comply with product regulations (no prohibited, counterfeit, or illegal goods).

5. Seller Complaints

  • Complaint period: within 7 working days from the time the issue arises.
  • Sellers are responsible for providing all required information and evidence upon request.

6. Refund (Payment)

  • For available balances on Banzota, Sellers may submit a refund request to withdraw funds to their wallet.

#Note: Refunded amounts will be returned to the same wallet used for the original top-up.
Top-up funds cannot be withdrawn immediately and are only eligible for withdrawal after 60 days from the top-up date, in compliance with anti-money laundering regulations and to prevent potential financial compliance risks with banking partners.

  • After the refund is processed, the Seller’s Banzota account balance will be reset to zero.

II. POLICIES & COMMITMENTS FROM BANZOTA

7. Handling & Tracking Workflow

  • Tracking numbers and order statuses are updated directly through the system.
  • For order cancellation or information changes, sellers must submit a request within 24 hours after the order is confirmed. After this period, Fulfillment will assess the order’s status to determine available solutions.
  • Sellers may request order information by opening a ticket in the system. The system will receive and respond to each ticket accordingly.

8. Refund – Resend

8.1. Refund (Order)

  • Refunds are applicable only in cases where Banzota is unable to process the order or when the order encounters issues such as system errors, loss, or failure to meet the original commitment.
  • Refunded amounts will be credited to the Seller’s Banzota account balance.

8.2. Resend

  • Applicable when orders are lost or damaged during transit, in accordance with shipping insurance policies or separate agreements.

9. After-Sales Service & Delivery Policy

9.1. Order Cancellation / Modification

  • Banzota supports order cancellation or modification (address, quantity, or variant changes) provided the order has not yet been handed over to the shipping carrier.

9.2. Tracking & Shipping

  • Inactive Tracking:
    If a tracking number is invalid or shows no updates within 7 days from successful payment confirmation, Banzota will resend the order with a new tracking number.
  • Processing Time:
    For products with longer-than-normal processing times, Banzota will proactively notify the Seller.
  • International Orders (Outside the US / Island Regions):
    For shipments to countries outside the United States or island regions, tracking updates may take longer than 7 days due to transportation and customs procedures. This is not considered a shipping fault.
  • Returned Orders Due to Product Characteristics:
    In cases where orders are returned due to unsuitable shipping characteristics (including but not limited to batteries, electronics, liquids, magnetic items, unsupported brands, or shipping lines), Banzota will actively seek an alternative shipping route to resend the order.
    If no suitable shipping option is available, Banzota will issue a refund.
  • Customs Issues:
    If an order is held at customs due to issues such as declared value discrepancies or verification requests and cannot be cleared after 15 days, Banzota will resend a new order to the Seller.
  • Prolonged No Tracking Updates:
    If an order shows no tracking updates for 15 days, Banzota will resend the order.

9.3 Delivery Status

  • Failed delivery due to customer-related issues: (Includes: Delivery attempted – no access, inaccessible address, invalid address, Held at PO – customer request, customer refused delivery, forwarded, customer moved, etc.) => Resend/Refund not applicable.

  • Failed delivery due to non-customer-related causes: Banzota will support a resend or refund depending on the specific situation.

  • Orders with “Available for Pick Up” or “Awaiting Delivery Scan” status: Banzota will notify the seller to contact the customer; the customer must contact the Post Office directly to collect the package.

    In cases where the customer has contacted the PO but still hasn’t received the item, please provide an email response from the PO to Banzota → Banzota will resend the order.

  • Non-Delivery:

    • US Mainland: Banzota will resend or refund if the order remains undelivered after 35 days.

    • Other Regions: The waiting period is 45 days.

  • Bulk fulfillment orders shipped outside the US: Please contact Banzota for a specific dedicated policy.

  • Products with longer-than-usual processing times or slow shipping lines: Processing times may be extended based on the agreement between Banzota and the customer.

NOTE:

The above policy applies during off-peak seasons. During peak seasons or force majeure events (e.g., pandemics, natural disasters, severe weather, strikes, etc.), delivery times may be longer than expected. Banzota will proactively notify and coordinate with customers for resolution.

Certain items (e.g., cosmetics, liquids, weapon-like items, products containing batteries/motors, magnetic items, etc.) carry a higher risk of being returned or held for customs inspection. Banzota will proactively notify and assist customers in these cases.

During holidays and festivals, processing and delivery times may be extended.

9.4 Merchandise

Policy for Wrong / Missing / Broken / Damaged / Torn / Non-functional items

Banzota will support a resend or refund for customers when the following conditions are met:

  • Claim Deadline: Customers must submit a claim to Banzota within 10 days of the delivery date.

  • Evidence: Customers must provide clear photos or videos demonstrating the condition of the product (wrong, missing, broken, damaged, torn, or non-functional).

  • Missing Items: Banzota will re-check the logistics system to verify the package weight, then cross-reference and notify the customer regarding the missing item status.

  • “Item Not as Described” Claims: Banzota will base decisions on actual product photos, descriptions, and the agreement provided by Banzota at the time of the quote. Banzota does not resolve claims based on images or content advertised by the customer on their own website.

10. Refund – Return – Resend

10.1. Merchandise (Incorrect / Missing / Damaged)

  • Claim period: within 10 days from the delivery date.
  • Evidence required: photos or videos must be provided to support the claim.

10.2. Customer Conduct Policy

  • In cases where customers or Sellers engage in abusive, threatening, or uncooperative behavior, Banzota reserves the right to temporarily suspend or terminate support via the support system or group chat.

10.3. Disclaimer

  • Banzota acts solely as a fulfillment intermediary and is not directly responsible for sales commitments between the Seller and the end customer.
  • Banzota reserves the right to refuse fulfillment of products classified as prohibited or sensitive goods in accordance with applicable laws and regulations.