THE SILVER TUNA MARKETPLACE™
INCLUDED DOCUMENT: PLATFORM POLICIES AND RULES
Incorporated into Seller Agreement
Document Version: 1.0
Last Updated: November 2024
PURPOSE
This document establishes Platform conduct standards, prohibited activities, quality requirements, and operational policies for all sellers participating in The Silver Tuna Marketplace. These policies ensure a professional, trustworthy marketplace that benefits all sellers and customers.
1. PLATFORM FAIRNESS & NON-INTERFERENCE GUARANTEES
1.1 Equal Opportunity for All Sellers
All sellers have equal access to Marketplace visibility, tools, and opportunities.
No seller may purchase or negotiate preferential search ranking, homepage placement, or featured visibility.
1.2 No Pay-to-Play Placement
The Platform will not accept payment, incentives, or favors in exchange for accelerated placement, promotion, or enhanced visibility of listings.
1.3 No Platform Competition With Sellers
The Platform will not create, sell, or promote products in active seller categories in a way that intentionally interferes directly with sellers causing negative consequences.
Seller data will never be used to develop or sell competing Platform-owned products.
1.4 Listing Neutrality
The Platform will not alter, suppress, promote, or demote listings based on personal preference or bias.
Visibility is determined solely by Marketplace standards, seller quality, and customer experience.
1.5 Seller Data Protection
Seller data, pricing, performance metrics, and internal communications will not be disclosed to other sellers.
The Platform will never reassign customers, leads, or sales between sellers.
1.6 No Interference With Seller Business Decisions
The Platform will not modify seller pricing.
The Platform will not pressure sellers to collaborate or participate in cross-promotions.
Sellers retain full control over their product mix and business direction within approved categories and standards.
1.7 Customer Interaction Boundaries
Customer communication initiated by the Platform is limited to Platform and Marketplace operations, marketing, compliance, or support.
1.8 Transparency & Integrity Commitment
All Platform policies apply equally to all sellers.
Any changes affecting seller operations will be communicated with adequate notice.
The Platform commits to maintaining a fair, unbiased, and trusted environment for every seller.
2. SELLER CONDUCT STANDARDS
2.1 Professional Communication
All sellers must:
Respond to customer inquiries within 24-48 hours
Communicate professionally and courteously at all times
Provide accurate information about products and policies
Handle disputes and complaints with professionalism
Maintain appropriate business hours and availability
2.2 Honesty & Transparency
All sellers must:
Provide truthful and accurate information
Disclose all material defects, damage, or condition issues
Use authentic, unaltered product images
Honor stated prices, policies, and commitments
Clearly communicate shipping times and costs
Clearly communicate any additional fees or costs
2.3 Customer Service Excellence
All sellers must:
Process orders promptly and accurately
Ship items within stated timeframes
Provide tracking information when available
Handle returns and refunds according to stated policies
Resolve customer issues fairly and promptly
2.4 Marketplace Reputation
Activities that harm the Marketplace brand may result in warning, suspension, or termination.
Sellers must act in a manner that protects and enhances the overall reputation of The Silver Tuna Marketplace™.
Public statements, social posts, and customer interactions must not damage or misrepresent the Platform.
Sellers may not publicly criticize, defame, or undermine the Marketplace, its policies, or its operations.
Any actions that create distrust, confusion, or reputational harm to the Platform are prohibited.
Sellers must communicate concerns privately through official support channels rather than publicly.
Sellers must uphold the reputation and standards of The Silver Tuna Marketplace
Seller must avoid actions that harm other sellers or the collective brand
2.5 Seller Conduct & Professionalism
Sellers must maintain professional conduct at all times while using the Platform.
Disparaging, insulting, or speaking negatively about other sellers is strictly prohibited.
Sellers must not interfere with, undermine, or attempt to damage another seller’s business or reputation.
Collaboration between sellers is optional, but respectful interaction is required in all cases.
All customer-facing communication must be professional, accurate, and aligned with marketplace standards.
Harassment, defamation, or unprofessional behavior may result in warning, suspension, or termination.
3. PROHIBITED ACTIVITIES
3.1 Prohibited Products
Sellers can not sell:
Counterfeit, replica, or unauthorized goods
Stolen property or goods of questionable origin
Items that violate intellectual property rights
Illegal items or items restricted by law
Weapons, explosives, or hazardous materials
Adult content or sexually explicit items
Live animals or animal parts from endangered species
Prescription drugs or controlled substances
Items that promote hate, violence, or discrimination
3.2 Prohibited Business Practices
Sellers can not:
Engage in price gouging or deceptive pricing
Make false or misleading claims about products
Manipulate reviews or ratings
Engage in shill bidding or fake transactions
Spam customers or other sellers
Circumvent Platform fees or payment processing
Operate competing marketplaces while participating
3.3 Prohibited Marketing Practices
Sellers can not:
Use misleading or deceptive advertising
Make unauthorized use of The Silver Tuna Marketplace brand
Engage in spam or unsolicited marketing
Use customer data for unauthorized purposes
Violate privacy laws or regulations
Engage in negative marketing against other sellers
3.4 Consequences of Violations
Violations of prohibited activities may result in:
First offense: Written warning and corrective action required
Second offense: Suspension of services for 30 days. Timely membership and collective advertising payments are still required.
Third offense: Termination of Agreement with early termination fee and any additional payments to complete current contract are due immediately.
Severe violations: Immediate termination without notice with early termination fee and any additional payments to complete current contract are due immediately.
Severe violations include: Selling counterfeit goods, fraud, theft, illegal activities, or actions causing significant harm to the Platform or other sellers.
The Platform may cooperate, and when required will fully cooperate, with law enforcement authorities in the investigation of any severe violations, criminal activity, or legally mandated inquiries.
4. PRODUCT QUALITY STANDARDS
4.1 Marketplace Positioning
The Silver Tuna Marketplace™ is a curated, premium environment.
Sellers may list only the product categories they have been vetted and approved to sell, and all items must align with their approved category, brand positioning, and marketplace standards.
4.2 Condition Standards
All listed products must:
Be accurately described with an honest, transparent condition assessment
Include clear, high-quality photographs of the actual item
Disclose all defects, wear, repairs, or imperfections
Use standard condition terminology (New, Like New, Excellent, Very Good, Good, Fair)
Provide measurements, materials, and specifications when relevant
4.3 Authenticity Requirements
Sellers must:
Guarantee authenticity for all applicable items (e.g., branded, designer, collectible, or historically significant goods)
Provide proof and documents of authenticity when required or requested
Clearly state if authenticity cannot be guaranteed
Accept returns if an item is proven or disputed as counterfeit
Cooperate with any authenticity verification requested by the Platform
The Platform may:
Request proof of authenticity
Remove listings that cannot be verified
Require third-party authentication for high-value items
Terminate sellers who repeatedly violate authenticity standards
4.4 Photography Standards
Product photography must:
Clearly and accurately represent the item
Be well-lit, in focus, and professionally presented
Show multiple angles and relevant detail shots
Reflect actual color and condition
Avoid cluttered or misleading backgrounds
Use stock photos only when clearly labeled and appropriate
4.5 Description Standards
All product descriptions must:
Be complete, accurate, and transparent
Include size, materials, age, origin, and relevant specifications
Disclose all condition issues
Use clear, professional language
Avoid misleading claims or excessive promotional wording
Include item history or provenance when applicable
4.6 Seller Performance & Reputation Standards
Sellers must maintain a high level of professionalism, customer service, and fulfillment accuracy to protect overall marketplace reputation.
Sellers are expected to work toward and uphold positive ratings, reviews, and customer satisfaction.
Sellers must respond to customer inquiries and support requests within 2 business days.
Repeated customer complaints, unresolved issues, or patterns of dissatisfaction may trigger a performance review by the Platform.
The Platform may require corrective actions, including improved communication, policy changes, or updated product practices.
Excessive unresolved complaints, poor ratings, or behavior harming marketplace reputation may result in warnings, suspension, or termination.
Sellers must work cooperatively with the Platform to resolve disputes, customer issues, and quality problems in a timely manner.
5. PRICING & PAYMENT POLICIES
5.1 Pricing Standards
Sellers must:
Honor listed prices for all orders
Clearly display all costs (item price, shipping, taxes, etc.)
Avoid deceptive pricing practices (fake discounts, hidden fees, etc.)
Update prices promptly when changes are made
5.2 Payment Processing
All transactions must:
Follow payment processors payment system rules and requirements
Follow PCI compliance standards
Protect customer payment information
Provide clear receipts and transaction records
Process refunds promptly and accurately
5.3 Sales Tax Collection
Sellers are responsible for:
Determining sales tax obligations
Collecting applicable sales taxes from customers
Remitting collected taxes to appropriate authorities
Maintaining records of tax collection and remittance
Complying with all tax laws and regulations
The Platform does not:
Provide tax advice or guidance
Collect or remit taxes on your behalf
Assume liability for your tax obligations
5.4 Refunds & Returns
Each seller must:
Establish clear return and refund policies
Display policies prominently on their website
Honor stated policies consistently
Process refunds within 7 days of receiving returned items
Accept returns for misrepresented or defective items
Recommended return policy:
14-day return window from delivery date
Items must be returned in sold condition
Buyer pays return shipping unless item is defective or misrepresented
Refund issued within 7 days of receiving return in sold condition
6. SHIPPING & FULFILLMENT
6.1 Shipping Timeframes
Sellers must:
Ship orders within stated timeframes
Provide tracking information when available
Use appropriate packaging and shipping to prevent damage
Evaluate insuring high-value items
Communicate delays promptly to customers
6.2 Shipping Costs
Sellers must:
Clearly display shipping costs before checkout
Charge reasonable shipping fees
Offer multiple shipping options when possible
Combine shipping for multiple items when requested
6.3 International Shipping
If offering international shipping, sellers must:
Clearly state which countries they ship to
Disclose international shipping costs and timeframes
Inform customers of potential customs duties and taxes
Use trackable shipping methods
Comply with export regulations and restrictions
6.4 Packaging Standards
All shipments must:
Use appropriate packaging materials to prevent damage
Include packing slips or invoices
Be professionally presented
Include seller contact information
Evaluate using discreet packaging for high-value items
Evaluate insuring high value items
7. CUSTOMER DATA & PRIVACY
7.1 Data Collection
Sellers may collect customer data necessary for:
Order processing and fulfillment
Customer communication and support
Marketing (with customer consent)
Legal compliance and record-keeping
7.2 Data Protection
Sellers must:
Protect customer data with appropriate security measures
Use data only for stated purposes
Obtain consent before using data for marketing
Comply with privacy laws (GDPR, CCPA, etc.)
Report data breaches to the Platform and affected customers
7.3 Data Sharing
Sellers may NOT:
Sell or rent customer data to third parties
Share customer data with other sellers without consent
Use customer data for purposes outside the seller-customer relationship
Retain customer data longer than necessary
7.4 Marketing Communications
Sellers may send marketing communications to customers who:
Have made a purchase from the seller
Have explicitly opted in to receive marketing
Have not opted out of marketing communications
Marketing communications must:
Include clear opt-out mechanisms
Honor opt-out requests within 48 hours
Comply with CAN-SPAM and similar regulations
Be relevant and not excessive in frequency
8. INTELLECTUAL PROPERTY
8.1 Seller Content
Sellers retain ownership of:
Business names and logos
Product images and descriptions
Original content created for their website
Trademarks and branding materials
Sellers grant the Platform a license to:
Display seller content on the marketplace
Use seller content in marketing and promotional materials
Reproduce seller content as necessary for Platform operations
8.2 Platform Property
The Platform retains ownership of:
The Silver Tuna Marketplace brand and trademarks
Website code and technology
Dashboard tools and features
Marketing materials created by the Platform
8.3 Third-Party Rights
Sellers must:
Respect intellectual property rights of others
Resell lawfully obtained and authentic products
Obtain necessary licenses for copyrighted materials
Not infringe on trademarks, patents, or copyrights
Remove infringing content upon notice
8.4 The Silver Tuna Marketplace Brand Usage
Sellers may:
Identify themselves as sellers in The Silver Tuna Marketplace
Use Platform logos and branding in accordance with brand guidelines
Link to the marketplace from their own marketing materials
Sellers may NOT:
Modify or alter Platform logos or branding
Use Platform branding in ways that imply endorsement
Register domain names or social media accounts using Platform trademarks
9. DISPUTE RESOLUTION
9.1 Customer Disputes
For disputes with customers, sellers must:
Attempt to resolve issues directly with the customer first
Respond to customer complaints within 24 hours
Offer fair resolutions (refunds, replacements, credits, etc.)
Escalate unresolved disputes to Platform support
Cooperate with Platform mediation efforts
9.2 Seller-to-Seller Disputes
For disputes with other sellers, sellers must:
Communicate professionally and respectfully
Attempt to resolve issues directly first
Escalate unresolved disputes to Platform management
Cooperate with Platform mediation efforts
Avoid public disputes or negative commentary
9.3 Platform Mediation
The Platform may:
Mediate disputes between sellers and customers
Mediate disputes between sellers
Make binding decisions on dispute resolutions
Require refunds, replacements, or other remedies
Suspend or terminate sellers who refuse to cooperate
9.4 Chargebacks & Payment Disputes
In the event of chargebacks or payment disputes:
Sellers must provide documentation to support their case
The Platform will assist with dispute resolution
Sellers are responsible for chargeback fees if disputes are lost
Excessive chargebacks may result in suspension or termination
10. COMPLIANCE & LEGAL REQUIREMENTS
10.1 Business Licenses
Sellers must:
Maintain all necessary business licenses and permits
Operate in compliance with local, state, and federal laws
Provide proof of business registration if requested
Notify the Platform of any changes to business status
10.2 Consumer Protection Laws
Sellers must comply with:
FTC regulations on advertising and marketing
Consumer protection laws in their jurisdiction
Truth in advertising requirements
Product safety regulations
Warranty and guarantee requirements
10.3 Export Controls
Sellers must:
Comply with export control regulations
Not ship restricted items to prohibited countries
Obtain necessary export licenses when required
Screen customers against restricted party lists
10.4 Reporting Requirements
Sellers must:
Report suspicious activity or fraud to the Platform
Cooperate with law enforcement investigations
Provide documentation when requested by authorities
Maintain accurate records for tax and legal purposes
11. POLICY UPDATES & ENFORCEMENT
11.1 Policy Updates
The Platform may update these policies with 30 days’ notice via email. Continued participation after notice constitutes acceptance of changes.
11.2 Enforcement
The Platform reserves the right to:
Monitor seller compliance with these policies
Request documentation or evidence of compliance
Investigate complaints or suspected violations
Take corrective action for policy violations
Terminate sellers for repeated or severe violations
11.3 Appeals
Sellers may appeal enforcement actions by:
Submitting a written appeal to [email protected]
Providing evidence or documentation supporting their position
Requesting review by Platform management
Appeals will be reviewed within 10 business days
12. OPTIONAL PREMIUM SERVICES
12.1 Escrow Services
The Platform may offer optional escrow services for high-value transactions.
Escrow service may include but not limited to:
Third-party verification and authentication
Secure payment holding until delivery confirmation
Buyer and seller protection
Dispute resolution support
Platform escrow service fee:
$75 flat fee plus and additional charges from the escrow service per transaction
Optional service – not required for any transaction
Limitations and requirements may be set by escrow service
Separate terms and conditions apply
How it works:
Buyer and seller agree to use escrow service
Service fee is charged by The Silver Tuna Marketplace
Buyer pays through escrow (payment held securely)
Seller ships item with tracking
Buyer receives and confirms item
Payment released to seller
If dispute: Platform works with escrow service to mediate resolution
12.2 Future Add ons and Pro or Partnership Memberships
The Platform may offer additional services or premium memberships with enhanced features and services.
Potential premium features will be defined at time of development may include but not limited to:
Enhanced advertising budgets
Advanced analytics and reporting
Dedicated account management
Advanced content features
Custom integrations and features
Pricing and terms:
To be announced when available
Optional upgrades to standard membership
Separate agreements and pricing apply
12.3 Additional Services
Other optional services may be offered in the future may include but not limited to:
Professional photography services
Content creation and copywriting
Advanced inventory management tools
Advanced marketing campaigns
Custom website features
Professional management services
All optional services:
Are separate from standard membership
Have separate pricing and terms
Are not required for participation
Do not affect your base monthly fees
Policy Updates
This policy may be updated with 30 days’ notice. Continued participation in the marketplace constitutes acceptance of updates. Material changes will be clearly communicated via email and seller dashboard notifications.
These Platform Policies and Rules are incorporated into your Seller Agreement and is binding upon all sellers and users of The Silver Tuna Marketplace.
By participating in The Silver Tuna Marketplace, you agree to comply with all policies and rules outlined in this document.
Questions and Support
Email Support: [email protected]
Phone: 470-422-9199 | Support Hours: Daily 9 AM – 9 PM EST
Emergency Support: 365/24/7 for critical issues | Issues not deemed critical after hours may be charged for time and service.
Questions about this or any other document? Contact us – we’re here to help you succeed.
© The Silver Tuna Marketplace™ is a trademark of Branded Brain Studio. All rights reserved. No part of this document may be reproduced, distributed, or transmitted in any form or by any means without the prior written permission of Branded Brain Studio.
