Seller Policy
1. Purpose
This Seller Policy outlines the operational standards for shipping, fulfillment confirmation, payout eligibility, and dispute handling on MyTiangge.
It ensures fairness for sellers, protection for buyers, and integrity of the platform’s escrow process.
This document governs payout eligibility decisions.
2. Key Definitions
Payment Confirmation Time
The exact timestamp recorded by the platform when payment is successfully confirmed. This begins the 48-hour shipping requirement countdown for physical products.
Confirmed Shipment (Physical Products Only)
A shipment that has been:
• Physically handed to a courier,
• Provided with valid, publicly verifiable tracking, and
• Verified by the platform through fulfillment confirmation.
Publicly Verifiable Tracking
Tracking that can be independently checked through the courier’s official website or a recognized tracking system without requiring seller-provided screenshots.
Day 0
The exact timestamp when the platform confirms fulfillment of the order.
7 Full Calendar Days
Seven complete 24-hour periods (168 consecutive hours) measured precisely from the fulfillment confirmation timestamp.
3. Shipping Time Requirement (Physical Products Only)
The 48-hour shipping requirement applies to physical products only. Digital products do not require shipping or courier tracking.
From Payment Confirmation Time, sellers of physical products must, within 48 calendar hours:
• Physically hand the parcel to a courier.
• Enter the courier name and tracking number using the required tracking format in Order Notes.
• Ensure tracking is publicly verifiable.
• Ensure tracking shows at least an “Accepted” (or equivalent initial scan) status.
The required tracking format is outlined in the Seller Onboarding Guide.
Calendar hours apply. Sundays are included.
Marking an order “In Transit” alone does not satisfy this requirement.
Tracking numbers that only show “Label Created” or similar pre-shipment status do not satisfy this requirement.
If valid tracking is not provided within 48 hours, the order is considered late.
4. Fulfillment Confirmation
Vendor status updates are informational only.
For physical products, the payout clock begins only when the platform verifies tracking and confirms fulfillment.
For digital products, the payout clock begins when the order is confirmed as fulfilled in the system.
This fulfillment confirmation timestamp is the only authoritative Day 0.
5. Payout Eligibility (Escrow Model)
An order becomes eligible for payout only when all of the following conditions are met:
• 7 full calendar days (168 consecutive hours) have elapsed from Day 0.
• No active dispute exists.
• For physical products: courier tracking does not show Exception, Return, or Failed Delivery.
At the 7-day review:
If tracking shows Delivered → Order becomes eligible.
If tracking shows In Transit → Payout is held until delivery.
If tracking shows Exception/Return → Payout is held pending review.
Eligible payouts are processed in scheduled Friday batches.
Eligibility does not guarantee immediate payout. Payout remains subject to final administrative approval. Actual receipt of funds may depend on bank processing times.
6. Extended Hold (14-Day Review – Physical Products Only)
For physical products, if tracking remains In Transit beyond 14 days from fulfillment confirmation and no dispute exists, the platform may review the order.
Release under this clause is discretionary and not guaranteed.
7. Disputes
An active buyer dispute pauses payout eligibility.
Disputes take priority over delivery status and time window.
Payout remains on hold until the dispute is resolved.
8. Shipping Delay Handling (Physical Products)
Occurrences are measured on a rolling 30-day basis.
If a seller fails to meet the 48-hour shipping requirement:
First occurrence within a rolling 30-day period:
• Written reminder issued.
Second occurrence within a rolling 30-day period:
• Account flagged for review.
• Temporary listing visibility adjustments may apply.
Third occurrence within a rolling 30-day period:
• Account review and possible temporary suspension.
The platform retains final discretion in enforcement decisions.
9. Extensions (Physical Products)
Sellers may request an extension before the 48-hour deadline by documenting the reason in Order Notes.
Extension requests must be submitted before the 48-hour deadline expires. Retroactive requests may be denied.
Approval is required.
Automatic extensions apply during:
• Severe storms
• Flooding
• Declared natural disasters
• Official public holidays
All extensions are logged internally.
10. Administrative Authority
MyTiangge retains final authority over:
• Fulfillment confirmation
• Payout eligibility determination
• Shipping delay enforcement
• Dispute handling
• Account review decisions
Vendor status updates do not override platform decisions.