Seller Agreement
Introduction: Here, we will introduce you to the seller rating system and how to generate and use it.
Related Sites: RedNote
Relevant Parties: All Sellers
1. How To Enter The Scoring System
The seller rating system encourages sellers to maintain high service standards and create a good shopping experience for buyers.
Points will be deducted if commitment goals are not met.
You can check your score on the [Seller Center >> Seller Credit Score] page.
2. How Are Ratings Generated?
Points will only be charged when the buyer's minimum expectations are not met. At the same time, this reminds sellers that some issues need improvement.
The seller rating system updates the rating on the first day of each month based on the seller's violations from the previous month.
You can click the corresponding rating dimension keyword to view the complete policy.
| Scoring Measurement | Specification | Monthly Points Deduction |
|---|---|---|
| Non-Performance Rate, NFR | The number of orders canceled or returned by sellers in the past 7 days accounts for 30% of the total number of orders. | Maximum 10 Points |
| Late Onset Rate, LSR | In the past 7 days, the number of orders delayed by the seller for more than 24 hours accounted for 20% of the total number of orders. | Maximum 10 Points |
| Customer Service | Rude or abusive chat or comments. | Maximum 20 Points |
| Asking buyers to cancel orders more than 3 times this month. | Maximum 10 Points | |
| Break One's Word | Seller response rate is less than 80%. | Maximum 10 Points |
| The seller failed to provide services to the buyer as promised, damaging the buyer's rights and interests. |
3. What Are The Penalties Associated With A Certain Number Of Points?
| Total Points | 5 | 10 | 15 | 20 | 25 | >25 |
|---|---|---|---|---|---|---|
| Punishment Level | Level 1 | Level 2 | Level 3 | Level 4 | Level 5 | Level 6 |
| Marketing Activities Prohibited (28 Days) | • | • | • | • | • | • |
| Remove Free Shipping Or Shipping Rebates (28 Days) | • | • | • | • | • | |
| Deboost Launches (28 Days) | • | • | • | • | • | |
| Limit Seller Loan (28 Days) | • | • | • | • | ||
| Organization List Creation And Editing (28 Days) | • | • | • | |||
| Account Frozen (28 Days) | • | • |
4. Customer Service Rules And Implementation Details
What is rude or abusive chat or comment?
Malicious harassment refers to behavior such as insulting, cursing, threatening, and other verbal attacks on others, or using unfair means to harass others and harm their legitimate rights and interests.
How to deal with rude or abusive chats or comments?
Points will be deducted for general and serious violations of business authority, management and control.
Applicable situations include members insulting, cursing, threatening, verbally attacking others, or harassing others in bad ways and harming their legitimate rights and interests.
5. Measures Applicable To Breach Of Contract
What is a breach of contract?
Breach of contract means the seller fails to provide services to the buyer, violates the buyer's rights and fails to perform obligations promised to RedNote.
Applicable measures: points deduction.
Specific measure:
1) If the seller has commitments for paid orders or corresponding goods/services and fails to fulfill them under specific circumstances, 5 points will be deducted for each general violation.
2) If the seller violates one of the following commitments, 10 points will be deducted for each serious violation:
2.1) RedNote judged that the seller should bear after-sales guarantee responsibilities such as refunds, but the seller refused;
2.2) RedNote determined that the seller should bear 7-day no-reason return/exchange obligations, but the seller refused;
2.3) Refusing or delaying delivery of promised trial goods to buyers without negotiation;
2.4) The seller did not process the order within 72 hours after payment;
Sellers who participate in official RedNote activities but fail to complete event requirements and violate management rules may be handled according to relevant platform rules.
6. How Long Will The Punishment Last?
Penalty will generally end in 7-28 days. As corresponding corrective measures are taken and compliance is restored, sanctioned sellers may regain corresponding rights.
7. Handling Violations
1) Normal case: if a complaint is justified, generally 5 points are deducted for each violation. Completing 5 orders restores 5 points.
2) Serious case: if the complaint is justified and the circumstances are serious, 20 points are deducted for each item. Completing 20 orders restores 20 points.
3) Extremely serious case: the account may be frozen and the store may be closed within 28 days.
Example 1: Seller A received 3 points in week 3 and regained rights in week 7.
Example 2: Seller B received 3 points in week 3 and 3 points in week 5. Points were accumulated to define the level, and rights were regained in week 9.
Example 3: Seller C received 3 points before and after the new quarter started. Newly earned points redefined the level.
8. How To Make A Rating Appeal?
Click the helpline link to lodge a complaint. If your appeal is successful, deducted points will be canceled and corresponding seller rights will be restored.