Sellers may appeal penalty points they are about to receive or may have incurred if the violation committed is not due to the seller’s fault. There are two types of appeals:

⚠️ Note:
Sellers cannot file for appeals if the reason or violation committed is Out of Stock.

Appeal Reason Codes:

Prepare to provide the following:

1. Shop details (username and shop name)
2. Courier Information
3. Appeal reason
4. Details or context of the appeal
5. Affected Order ID(s)

What are the proofs needed to raise an appeal?

To ensure that your appeal gets validated, please check the following examples of correct/valid proofs required for various cases:

Reminders for filing appeals:

1. You may submit a proactive penalty appeal by contacting Customer Service. If the orders are not yet picked up and still have available days-to-ship, kindly re-arrange shipment or report the failed/incomplete pickup to follow up.
2. Order IDs that have already been part of LSR or NFR computation and have incurred a penalty may not be processed under proactive appeal anymore. File a reactive appeal instead.
3. Penalty appeals are subject to approval within 7 business days. Once approved the penalty will no longer appear on the following Monday.