Welcome to Papona!
Papona is a global online gifts marketplace, where people come together to make, sell and buy unique and high-quality gifts. It's all about your unusual gifting destination for every special occasion & moment. Please read on to find out more about your rights, as well as what is expected of you, as a seller.
Keeping in mind these basic requirements will set you up for success on Papona.
A. What can be sold on Papona
Papona is a unique marketplace. Buyers come here to purchase gift items that they might not find anywhere else. Everything listed for sale on Papona must be suitable for gifting.
Papona provides a marketplace for crafters, artists, collectors to sell their handmade creations, and gift shops and merchants to sell gift goods (such as flowers, perfumes, watches, sweets, and products suitable for gifting)
B. What Can't be Sold on Papona
The following types of items are prohibited or restricted on Papona based on Prohibited Items Policy:
C. Managing your Papona Shop
Your shop represents you and your business to the Papona community. It’s important that you, your items and your shop are honestly and accurately represented.
By selling on Papona, you agree that you will:
D. Seller Standards By listing a product for sale on Papona you understand and agree that you are responsible for complying with all applicable laws and regulations for the products you list for sale, including any required labels and warnings. Papona assumes no responsibility for the accuracy, labeling, or content of your listings.
Meeting Service Level Standards
As a seller, you must provide great customer service and maintain trust with your buyers. These requirements are called our Seller Service Level Standards. Papona may reach out to you if your shop fails to meet Papona's Seller Service Level Standards.
By selling on Papona, you agree to:
E. Selling Fees
Sellers may be charged for using some of Papona’s services. There are fees associated with listing, selling. Joining and starting a shop on Papona is free. There are two basic selling fees: a transaction fee, and a payment processing fee (in case of a Credit Card payment or Papona Coins payment methods). Once an item sells, there is a 10% transaction fee on the sale price (including the shipping price you set). If you accept payments with Credit Cards or Papona Coins, there is also a payment processing fee (3.5% - 5%).
At Papona, everyone is expected to treat fellow members of the Papona community with respect. As a seller, you have additional responsibilities to safeguard personal information and communicate promptly with buyers in order to provide a great customer experience.
A. Creating and Uploading Content
As a member of Papona, you have the opportunity to create and upload a variety of content, like listings, Messages, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that is:
C. Communication Standards
With Papona's "Messages", you have the ability to communicate directly with your buyers or other Papona members. Messages are a great way for buyers to ask you questions about an item or an order.
Messages may not be used for the following activities:
Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Papona. Examples of interference include:
Harassment and Discrimination
Any use of Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred. If you receive a Message that violates this policy, please let us know right away.
ii. Communicating Cancellations
If you are unable to complete a transaction, you must notify the buyer via Messages and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises. All cancellations are subject to our Cancellation Policy.
Sellers may still cancel an order and work toward a resolution with a buyer as they see fit for policies applied to their shops, such as the digital items policy.
Reviews are a great way for you to build a reputation on Papona. Buyers can leave a review, including a one to five star rating and a photograph or video of their purchase, within 100 days after the latter date of their item’s estimated delivery date. If an estimated delivery date is not available, the review window opens after the order’s processing time and shipping time have elapsed. On the rare occasion you receive an unfavorable review, you can reach out to the buyer or leave a response.
In addition to our rules for Creating and Uploading Content in Section 2a, reviews and your response to reviews may not:
B. Papona'a Case System
The Case system is how a buyer notifies Papona of an order issue or dispute that they’re unable to resolve with a seller, in order for Papona to help them reach a resolution. Buyers must contact sellers directly via the Help with Order link and attempt to resolve any outstanding issues before opening a case on Papona. Once a buyer contacts you to notify you of a problem with an order, you will have 48 hours to resolve the issue. If the issue is unresolved in this time frame, a case may be opened by the buyer. Once a case has been opened, Papona will assist in the resolution of the case between the buyer and seller. This may include, but is not limited to, automatically closing the case and issuing a refund to the buyer, or reviewing the case further to help the buyer and seller resolve it as quickly as possible.
Papona reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.
Buyers may file a case for items that never arrive, arrive damaged, or do not match the listing description as part of Papona’s Purchase Protection Program. Papona may request your assistance in resolving a case opened against your shop. By using Papona’s case system, you understand that Papona may use your personal information for the purpose of resolving disputes with other members.
C. Your Seller Account and Papona’s Terms
In the event a shop sees an unusual spike in orders, particularly in a high demand category, a shop may see an increase or decrease in its search ranking.
Papona may make changes to onboarding or authentication processes for sellers at our sole discretion. Completion of these processes may be required for seller account activation or continued access and usage.
If Papona has reason to believe you, Your Content, or your use of the Services violate our Terms, including this Seller Policy, we may deactivate Your Content to some or all users, or suspend or terminate your account (and any accounts Papona determines is related to your account) and your access to the Services.
Last updated on Sep 30, 2022