Luulla
Luulla Direct Checkout Policies
1. overview
a. By using the Direct Checkout service ("Direct Checkout") on www.luulla.com (the "Site" and Luulla mobile Apps) as seller ("Seller" or "Sellers"), you agree to be bound by this Luulla Direct Checkout Terms of Use Agreement (the "Agreement"). The agreement is a legal Agreement between you and Luulla Technology Sdn Bhd (MY), Luulla Pty Ltd (AU).
b. Accordingly, by clicking "I Agree", "Submit Application", or the like, you agree to be bound by all terms and conditions of this agreement, including, without limitation, all documents, policies, and procedures incorporated herein by reference.
c. In order to accept payment directly through the site, sellers must register for a Luulla Payment Account (store payment account) and use Direct Checkout. Direct Checkout allow sellers to accept authorized credit card transaction for sold merchandise in specific countries. In order for seller to start using Direct Checkout, the seller needs to provide to Luulla certain business information of the seller such as the seller's business address, business phone number, and if upon further request, the seller is required to provide business information such as the seller's company business registration documents, personal identification ID, or photocopy of a few pages of the seller's passport indicating the seller's identity or other identification documents. The collection of the seller's information is to verify the seller's identity and the legitimacy of the seller's business, and it's compliance with Luulla seller guidelines. Luulla has the right to refuse approval of the Direct Checkout feature to any seller without any reason, if Luulla finds that the seller's business is exposed to high risk, or if the seller has average to low feedback ratings for his or her existing Luulla store, or if the business nature of the seller is against the seller guidelines policies as stats in the Luulla seller guidelines page.
d. Luulla is a marketplace and helps facilitate marketplace transactions and is not the purchaser of the seller's good. See Luulla Terms of Use for further information.
e. Direct Checkout is generally available seven days a week, twenty four hours per day, except for Luulla scheduled or unexpected downtime due to system maintenance or other reasons. Luulla uses third party payment processor to process our credit card transactions, and Direct Checkout will not be available if our payment processors' system is down due to maintenance or other reasons.
f. Direct Checkout is only available to seller who register for Luulla Payment Account. Seller will need to go through an approval process by Luulla admin before the feature is available to the seller's store. Seller must be at least 18 years old to register for Luulla Payment Account.
g. Direct Checkout may be made available, modified or discontinued by us at any time without notice and is subject to the limitation in the Luulla Seller Guidelines and Luulla Terms of Use.
h. As a security measure, we may, but are not required to, impose daily or monthly transaction limits on some or all buyers and registered sellers relating to the value of any transaction, deposit, or adjustment during a period of time, or the number of transaction per day. We will not be liable to registered seller if we do not proceed with a transaction, deposit, or adjustment that would exceed any limit established by us. We may choose not to provide Direct Checkout to buyers from countries that we deem as high risk, or buyers and members with existing record of buyer fraud, high rate of refund, or with high rate of chargebacks against our sellers or Luulla.
i. As a security measure, we will withhold from you a reserve equal to the percentage of your gross sales for each day you participate in the Direct Checkout program. The reserve in addition to the fees and charges that will be assessed against you and shall be held in accordance with the terms of the agreement. The rolling reserve ("Rolling Deposit") can be within the range of 5% to 20% of your gross sales. We may increase the percentage of gross sales withheld for the reserve if there are excessive dispute, refunds and returns for your store transaction, or if we, in our sole discretion, deem that either you or the products you offer create financial or reputational risk to us, or if we otherwise reasonably deem ourselves insecure. We may fund the reserve by deduction from payments due to you, by charges against your settlement account, or by making a demand to you for the ammount necessary to fully fund the reserve, which demand you will comply within 1 business day. You shall not have the ability to debit the reserve at times when there are open disputes against your store. You can withdraw the fund in the reserve for transction that are older than 90 days, and only when your store is in good state with no open transaction disputes, and only when your rolling reserves amount exceeds the minimum threshold as determined by Luulla. If you choose to terminate the contract or close your store on Luulla, the rolling reserve will be maintained after the termination date of this Agreement until we determine that the release of the funds to you is prudent, in our best interest, commercially reasonable, and all of your contigent liabilities are fully resolved. Upon expiration of this period, any balance remaining in the reserve will be paid to you. We will inform you of any charges debited to the reserves during this period. You hereby grant us a security interest in the reserve and all proceeds thereof to secure all fees, costs and charges due in accordance to this Agreement.If you choose to terminate your contract with Luulla, Luulla reserves the right to withhold the rolling reserve funds up to a maximum of 180 days.
2. payment transactions
a. Buyer may authorize a Payment Transaction with any major credit card accepted by Luulla.
b. By registering for Direct Checkout, seller agrees to always to comply with and to sell items in accordance with the Terms of Use, and to comply with Luulla Seller Guidelines and Luulla Copyright and Trademark Policies. If seller violates any policies as stated by Luulla, Luulla reserves the right to stop providing the Direct Checkout service to the seller and reserve the right to close the seller's store.
c. The use of Direct Checkout must be solely for the sale of items listed on Luulla. Registered seller agress to ship the sold item once the transaction is completed and reflected in the Luulla Shop Payment Account ("Luulla Store Payment Account"). The fund from the seller's sale will be available to the seller for withdrawal after the item has been shipped to the buyer with a valid international tracking number, and upon the tracking number indicating that the item has arrived to the buyer, as according to the shipping address as provied by the buyer in the Luulla invoice page. For certain seller account with low seller ratings or when the seller's account rolling deposit has amount that is below the rolling deposit threshold, the transaction fund will be available 3-7 days after the item has arrived to the buyer. The arrival date is calculated based on the date when the item is received by the buyer as indicated in the tracking website.
d. All sellers on Luulla must ship items with valid international tracking number. If the seller marked an invoice as shipped, but failed to provide a valid tracking number, the system will not be able to identify the arrival of the sold item. Under such condition, Luulla admin will need to contact the buyer to verify on the arrival of the item and only upon the buyer indicating that the item had arrived and is as described, and only upon the buyer indicating that there is no dispute on the transaction, the admin will allow the withdrawal of the transaction fund for the particular transaction. Seller that shipped item without shipping and tracking number will put their store and business at risk and due to the need for manual verfication of transaction and shipment arrival status of these transaction, there might be significant dealy or risk of not receiving the transaction fund if the buyer indicated that he or she did not receive the item.
e. if the seller failed to mark an item as shipped within 14 days from the date of transaction, Luulla admin will attempt to contact the seller regarding the sale and upon contacting the seller 3 times and receiving no response from the seller, Luulla reserves the right to reverse the transaction and refund the money back to the buyer. In such condition, the invoice will then be marked as reverse or refunded, and the transaction money will be reversed back and returned to the buyer.
f. Luulla reserves the right to terminate registered seller's access to Direct Checkout if the seller is determined to be using Direct Checkout for transfer of funds not related to the sale of items listed on Luulla.
g. Luulla reserves the right to decline payment transaction that we have reason to believe to be high risk, fraudulent, or in violation of this Agreement or in violation of our seller guidelines, or in violation of our copyright and trademark policies.
h. Luulla and our payment processor maintains record associated with payment transactions and does not pass any secure data, including credit card numbers or bank account information to registered seller. Registered seller will receive shipping information and limited buyer account information as need to complete the order. Use of this information is dictated by Luulla Privacy Policies.
3. luulla payment account
a. Direct checkout is only available to sellers who register and are approved for a shop payment account. A shop payment account allows registered sellers to track payment amounts, open disputes, refunds and fees related to payment transactions. Sellers must provide personal and business information requested during registration, must provide to us true and accurate information, and must maintain and update that information as applicable or ehwen requested by Luulla admin. On average, it may takes up to 5 days time for Luulla and our payment processor to review your application, and in the condition when the information provided by the seller to us or our payment processor is incomplate, inaccurate or if the business nature of the seller's business is deem high risk, it make take up to 60 days maximum to review the seller's Shop Payment Account and Direct Checkout application. Sellers will not impersonate any person or use a name he or she is not legally authoirized to use. Seller authorize us, and authorized agents, to verify his or her information by accessing public records and to obtain credit reports about seller. Registered seller also authorizes us to verify his or her information from time to time while registered seller is using Direct Checkout.
b. The Shop Payment Account is available only to individuals who meet the terms of eligibility for the Luulla selling community and who have a valid credit card on file on Luulla, unless they are exempt from this requirement.
c. Luulla reserves the right to conduct periodic reviews of registered seller's registration informatio and usage of Direct Checkout.
d. Registered seller will resolve any dispute directly with buyer or with the assistance of the dispute management and refund tools available on Luulla, and according to the guidelines as outlined in Luulla seller guidelines. In the event of a dispute being escalated to Luulla support team, Luulla reserves the right to issue a refund to buyer if the transaction is found to be in violation of the Luulla Terms of Use or Luulla Seller Guidelines or Luulla Prohibited Items Guidelines or the Luulla Copyright and Trademark Policies. In the event of chargeback submitted by buyer, Luulla will respond to credit card networks or our payment processor on behalf of the registered seller. Registered seller agrees to provide any requested information to us within 1 calender day of the request. Seller agrees to provide documentation, such as shipment information, seller's business information and evidence of transaction to us that is required for resolving the seller's open dispute. Upon request, these documents must be provided to us within 1 calender. Luulla reserves the right to recoup funds associated with Buyer chargebacks in accordance with Section 5 ("Recoupment") of this Agreement
e. We will inform registered seller of each payment transaction, of the other information pertaining to Direct Checkout using our standard communication procedures, including email, Luulla private message service or other messaging service associated with registered seller account.
f. Registered seller can access payment transaction information online in the shop payment account. Registered seller may access the shop payment account only with a browser that is compatible with Direct Checkout and Shop Payment Account, including any security features that are a part of Direct Checkout and Shop Payment Account.
g. Sellers may provide refunds or adjustment to buyers for their payment transactions made on Luulla using the refund functionality enabled by Luulla and accessible through the shop payment account. In the event when Luulla admin contacted the seller for a refund request by the buyer and does not receive a respond from the seller within 1 day time, or if the refund request is not performed through the tools provided by Luulla within 2 days from the time Luulla attempted to contact the seller, the refund amount will be deducted from the seller's rolling reserve account. In the event of insufficient funds to cover the amount of the refund, seller's credit card on file will be charged.
h. If the seller is in a country where a credit card is not required to have Direct Checkout, the amount of the refund will be added to Registered Seller's bill.
i. Fully refunded payment transaction may be eligible for cancellation.
j. Luulla charges a one time sign up fee when seller register for Luulla Payment Account. Whenever a seller make a sale through Direct Checkout, Luulla charges a processing fee of 5% + 0.30 USD. The fee amount will be accessed on the gross order amount, including shipping and tax (if applicable). The fee will be posted to the Shop Payment Account and will be deducted from the total amount of the payment transaction at the time the payment is completed and reflected as completed in the seller Shop Payment Account dashboard. We reserve the right to modify the payment processing fee at any time. In the event of any partial or full refunds credited back to buyer in association with a payment transaction, the payment processing fees are not refunded back to the seller and the seller must refund in full amount back to the buyer. The seller is not allowed to deduct the processing fees charged, transaction fees charged or any other Luulla fees when performing a refund back to the buyer. If a sale is cancelled or refunded, the payment processing fee and transaction fee are not refunded back to the seller.
4. deposit
a. All funds resulting from a completed payment transaction will be reflected as a balance in the registered seller's shop payment account. Payment transaction are considered complete once the payment is approved and is reflected with status Paid or Payment Completed in the Shop Payment Account. Seller must ship the buyer purchased item to the buyer according to the shipping address provided by the buyer in the Luulla invoice page. Each transaction must be shipped with a valid international tracking number. For domestic transaction, the seller must ship the item with a valid domestic tracking number. The seller must provide the tracking website URL to the buyer in the Luulla invoice page. The fund from the transaction will be available to the seller when the tracking number indicates that the item has arrived to the buyer. For seller that has low seller rating, low feedback rating, high refund rate or high chargeback rate, the fund for the transaction will be available between 3-7 days from the date which the tracking number indicates that the item has arrived and received by the buyer.
b. If the seller ship an item without a tracking number, the fund for the transaction will be subjected to review before being released. This process is manual and the seller must contact Luulla admin by sending an email to support@luulla.com such that Luulla admin can review if the buyer had received the item. In this situation, Luulla admin will contact the buyer by sending an email to the buyer to verify if the item has been received, and if the item received is in good condition and as described, and that the buyer has no dispute regarding the receiving item. If the buyer indicates that the item is received in good condition and there are no dispute, Luulla will mark the fund of the transaction as available such that the seller can withdraw the transaction fund.
c. Luulla uses third party processor to perform payout to sellers. Upon registering for a Shop Payment Account, the seller must register with our payout payment processor. The seller's Shop Payment Account and the direct checkout feature will only be available when you are both approved by Luulla and all of our third party payment processor.
d. When there is an open dispute on a seller account. The seller will be prohibited from withdrawing money from the shop payment account until the transaction dispute is resolved, or until the seller has refunded the buyer in full amount if the buyer dispute is valid.
e. When there is one or more open chargeback case on the seller's transaction. The seller will be prohibited from withdrawing money from the shop payment account until the chargeback case is being resolved. During this time, Luulla reserves the right to disable the Driect Checkout service for the seller's transaction until all the chargeback ase has been resolved.
f. If a seller is not able to register with our payout payment processor, Luulla may choose to deposit the money manually to the seller's account. The seller must provide to Luulla in full as requested, the required bank account information for the fund to be deposited. All the fees required for this manual deposit, inclusive of bank charges, wire transfer fee, shall be paid and borne by the seller and be deducted from the total transaction amount, or seller's shop payment acocunt or seller's rolling deposit. The minimum withdrawal limit for manual deposit is $100 USD.
g. If we reasonably conclude based on information available to us that registered seller's action or performance in connection with Direct Checkout may result in buyer disputes, chargebacks or other claims, then we may, in our sole discretion, put into effect a hold, deposit delay, or reserve associated with registered seller's shop payment account balance. A hold may be put on funds with the order for the shorter of: a) 180 days after the estimated delivery date, or (b) completion of any investigation regarding any registered seller action and/or performance in connection with the payment transaction. A deposit delay may be between 0 and 180 days. A deposit delay is applied across all payment transactions for registered seller and the number of days is reflected in each registered seller's shop payment account. A reserve is defined as fixed percentage of registered seller's shop payment account balance delayed prior to being included as part of seller's available balance for a period up to 180 days. All holds, deposit delays, and reserves will be communicated to registered seller by email , Luulla private message or a notice on the site. We will not be liable to registered seller if we act in accordance with the provision of this section.
h. In the event that funds cannot be deposited into registered seller's bank checking account, the funds will be made available in registered seller's shop payment account balance and the registered seller will be required to update his or her bank account information either with Luulla or Luulla third party payment processor that is responsible for performing payout of the seller's available transaction fund.
5. recoupment
a. We reserve the right to seek reimbursement from Registered Sellers if we, in our sole discretion, provide a refund to buyer if registered seller cannot promptly deliver the goods, or if we discover errorneous or duplicate transactions, receive a chargeback from buyer's credit card issuer or reversal of payment for the amount of buyer's purchase from registered seller, or registered seller otherwise does not act in accordance to Luulla Seller Guidelines or Luulla Terms of Use or Luulla Copyright and Trademark Policies or Luulla Prohibited Items Policies.
b. We may obtain reimbursement of any amount owed by registered seller to Luulla by deducting from future payments owed to registered sellers, reversing any credit to registered seller shop payment account balance, chargin registered seller's credit card on file, chargin registered seller's bill, or seeking such reimbursement from seller by other lawful means, including collections. You authorize us to use any or all of the foregoing methods to seek reimbursement, including the charging of your credit card or debiting from your checking account.
c. Any chargeback filed by a buyer against a registered seller will result in a fee of $30 USD being deducted from the Luulla Payment Account, or the seller's rolling reserve, or via methods details in section 5b of this Agreement.
6. fees
a. Payment processing fees is accessed on the total amount of the sale, including shipping and tax. The payment processing fee is deducated from the transaction amount as the transaction is completed and reflected in the registered seller's shop payment account. The payment processing fee per transaction is 5% + 0.30 USD.
b. When listing in currency other than registered seller's bank account currency, Luulla will convert the available balance to the registered seller's bank currency on seller's behalf. When conversion is required, Luulla applies 3-4% to the current market rate. Conversion rates are updated hourly.
c. When buying from a registered seller who lists in a currency other than the buyer's browsing currency, Luulla will convert the listing price on the buyer's behalf. When the conversion is required, Luulla applies 3-4% to the current market rate. Conversion rates are update hourly.
7. miscellaneous
a. All notices will be sent by email or Luulla private message or will be posted on the site by any other means specified by Luulla. We will send notices to registered sellers at the email address maintained in Luulla's records for registered seller. Registered seller will monitor his or her email messages and Luulla private messages frequently to ensure awareness of any notices sent by us and otherwise agrees to the notification clauses in the Luulla Terms of Use. Registered seller will send notices to us using the functionality for contacting Luulla provided in our help section or forum or by sending us an email to support@luulla.com.
b. We may earn interest or other compensation from the balances in our bank accounts that result from the timing differences between our being paid by buyers and our bank account being debited to pay Shop Payment Account available balances to registered sellers.
c. We may employ third party to facilitate payment services, including the holding, crediting and debiting of funds.
d. Registered seller may terminate acceptance of credit card payments through Direct Checkout at any time by sending us an email to support@luulla.com or by using the available tools provided by Luulla for turning on or off Direct Checkout. We reserve the right, upon termination of access to Direct Checkout, to set off against any payments to be made to registered seller, an amount determined by us to be adequate to cover any anticipated chargebacks, refunds, adjustment or other amounts paid to buyers in connection with purchase from registered seller shop payment account for a prospective 180 days period following the termination. We will disburse to registered seller any amount not used to offset chargebacks, refunds, adjustments, or such other amounts paid to buyers.