1.1

Store information violates the regulations of the Tiki.vn e-commerce platform according to  Policy No. 14-QDCS-MP

1. The illegal use of protected information/images in store information.

2. Store information contains objectionable, depraved, distorted, offensive, controversial content on social issues (history, politics, religion, gender, etc.) that violate Vietnamese law.

3. Store information contains unsuitable contents according to Vietnamese customs and traditions.

4. Store information contains domain name, address, phone number, personal image.

5. Store information has duplicate, meaningless, spam content.

6. Store information is confusing, fake, for marketing purposes, advertising for other information sites, asking people to leave the Tiki ecommerce platform.

Lock the store until the information is modified.

Removing selling privileges permanently.

1.2

Create multiple duplicate stores. 

1. Intentionally create more than one store without Tiki’s consent.

2. Intentionally re-create the store after being locked by Tiki due to non-compliance with the policy.

Lock the duplicated store.

Removing selling privileges permanently.

No.

Violation

Description

Handling method

First violation

Continued to violate

2.1

Prohibited/restricted products.

1. Selling goods that are banned from circulation, banned from import, banned from distribution, on the list of goods restricted from trading in accordance with law.

2. Selling products that were  recalled under decisions of state agencies.

3. Selling products on the list of prohibited products on the Tiki e-commerce platform.

Permanently lock infringing products.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

2.2

Products infringing copyright/infringing intellectual property.

The product violates the exchange’s intellectual property policy

Permanently lock infringing products.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

2.3

Product of unknown origin.

1. Products on the list of conditional business but do not have a certificate of business eligibility for such goods or services (Example: announcement for functional foods, medicines, Certificates to publish books,…).

2. Products that are circulated in the market for which there is no basis to determine the origin of the place of production or origin of them. The basis for determining the origin of the place of manufacture or the origin of the goods includes information shown on the goods label, goods packaging, and documents attached to the goods; documents certifying origin of goods, contracts, purchase and sale invoices, customs declarations, other papers proving lawful ownership of goods and civil transactions between organizations or individuals producing goods. with related parties in accordance with the provisions of law.

Permanently lock infringing products.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

2.4

Spam/duplicate listings

1. Create multiple duplicate products in the same store.

2. Create virtual products, spam content, spam the system.

3. Create multiple product combos including the main product with other gift products to spam the display of the marketplace (for example: toothpaste for free brush, toothpaste for cotton swabs, toothpaste for wipes, …)

Merge products/ Permanently lock infringing products.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

2.5

Product information violates the Content and image requirements posted on Tiki University’s website. 

1. Product information contains objectionable, depraved, distorted, offensive, controversial content on social issues (history, politics, religion, gender, …) that violate the law of Vietnam.

2. Product information contains words and symbols that are not suitable for Vietnamese customs and traditions.

3. Product information contains contact information of other Seller/Seller (logo, phone number, address, website,…).

4. Product information uses exaggerated words, causing misunderstandings about the origin, features, and uses of the product.

5. The product image is not of good quality: blurry, the product description is not related to the real quality of the product, etc.

6. Product listed in the wrong category.

Lock the product until adjustment.

2.6

Product content shows signs of fraud.

1. Change information and content of current products to sell other products.

2. Deliberately misleading product information affects consumers’ purchasing decisions.

Permanently lock infringing products.

Removing selling privileges permanently.

2.7

Violation of regulations on pricing products

1. The selling price of products is abnormally high, not based on the promotion to exaggerate the discount rate.

2. The selling price of the product is higher than the actual price of the product.

3. The selling price of the product is abnormally high, not in line with the general market price (20% higher than the general market price).

Warning / Locking products until adjustment / Permanently locking infringing products.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

2.8

Trade in counterfeit/fake goods.

1. Including fake goods, low quality fake goods from certified brands, fake goods that infringe the intellectual property.

2. Including products that show signs of partially or completely copying the products of a certain trademark registered for intellectual property, for the purpose of defrauding customers.

– Refund, compensate 111% of the value of goods for customers.

Receive a fine of 10.000.000 VND / product.

Removing selling privileges permanently.

Placing a permanent hold on deposits

2.9

Trading in used goods.

1. Secondhand.

2. Reprocessed goods, refurbished goods, official goods without attached accessories. 

3. Selling goods that have been activated, the warranty period has expired.

Removing selling privileges permanently.

2.10

Trading in nearly expired / expired goods.

1. Selling expired goods.

2. Selling nearly expired goods: the remaining days before expiry of the product stated on the package from the date the seller hands over the goods to the delivery partner is less than 30% of the total time remaining days before expiry.  

Permanently lock infringing products + Lock the store for 7 days

Removing selling privileges permanently.

2.11

Trade in low quality goods.

1. Products that are dangerous to users: fire, explosion, allergies, unsafe, …;

2. The product is defective or unusable;

3. Products mixed with impurities or eaten by insects; … and other cases decided by Tiki from time to time.

Permanently lock infringing products + Lock the store for 1 day

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

2.12

Trading in smuggled goods

1. Imported goods on the list of goods banned from import or temporarily suspended from import according to the provisions of law, except for cases where the Prime Minister decides to allow import;

2. Goods imported under a license without an import permit or goods imported under conditions that do not meet the conditions prescribed by law;

3. Imported goods do not go through the prescribed border gate, do not go through customs procedures as prescribed by law or cheat on the quantity and type of goods when doing customs procedures;

4. Imported goods circulated on the market without invoices and documents attached as prescribed by law or with invoices and vouchers but invoices and documents are illegal according to the provisions of law on management. receipt;

5. Goods imported according to the provisions of law must be affixed with import stamps but do not have stamps on the goods as prescribed by law or have stickers but are fake stamps or used stamps.

Permanently lock infringing products.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently. 

No.

Violation

Description

Handling method

First violation

Continued to violate

3.1

Failure to guarantee the operating index according to Policy 23-QĐCS-MP

1. Not participating in e-commerce activities continuously within the last 3 months.

2. The rate of order cancellation due to the seller’s fault  is over 80%.

3. The seller/goods does not guarantee the monthly operating index.

Lock the store temporarily until there is a request to reopen the store.

Apply OVL as prescribed.

3.2

Violations of issuing invoices according to Policy 14-QDCS-MP

1. Issuing invoices 7 days late / Not issuing invoices to customers according to regulations.

2. There are signs of fraud in issuing invoices.

Compensate 100% order value to customers and no product recall + Warning / 7-day store lock / Removing selling privileges permanently.

Lock the store for a limited time / Removing selling privileges permanently.

3.3

Wrong product selling price (order has arisen).

1. Orders with wrong selling price that have been placed on the Tiki system need to be processed.

2. Deliberately canceling orders due to wrong prices leads to customer complaints.

To be claimed a discount code lower than 50% of the product value or deliver exactly as the customer ordered + 7-day infringing product lock

To be claimed a discount code lower than 50% of the product value or deliver exactly as the customer ordered.
Permanently lock infringing products.

Lock the store for a limited time / Removing selling privileges permanently

3.4

Wrong item /wrong quantity sent.

1. The product delivered to the customer is not the right one compared to the product information posted for sale on the seller’s store.

2. The number of products delivered is different from the number of products in the order that the customer has placed. Missing items also include accessories or gifts.

Permanently lock infringing products + Lock the store for 1 day.

Permanently lock infringing products + Lock the store for a limited time / Removing selling privileges permanently.

3.5

Empty box delivery

1. The package has no products inside.

2. The package has products but has no use value (junk, ..).

3. Other cases that Tiki identifies with signs of fraud in delivering products to customers.

Removing selling privileges permanently.

No.

Violation

Description

Handling method

First violation

Continued to violate

4.1

Offensive, threatening, harassing.

1. Offending, disparaging, assaulting, threatening, infringing upon customers, Tiki employees… in any form.

2. Harassing, soliciting, disturbing,… Tiki staff, customers.

3. Racial/regional/gender discrimination in any form.

Warning/ Lock the store for 7 days/ Removing selling privileges permanently.

Removing selling privileges permanently.

4.2

Slander, misrepresent, slander.

1. Using false, inaccurate, misleading, fake or deceptive information about Tiki’s activities.

2. Encouraging acts of boycotting and leaving the Tiki.vn e-commerce platform. 

3. Engaging, defaming, spreading false information about Tiki, Tiki employees, customers, other sellers, … in any form.

Removing selling privileges permanently.

4.3

Using fake certifications, licenses  and documents.

Sellers use fake documents and licenses to register stores/products.

Removing selling privileges permanently.

4.4

Unfair competition.

1. Intentionally placing and canceling another seller’s order.

2. Deliberately placing and creating unrealistic reviews/ ratings/ exchange/… for other seller’s products.

3. The acts concluded by Tiki as having the purpose of unfair competition.

Removing selling privileges permanently.

4.5

Disturbing / spamming the system

1. Creating and distributing computer programs that harm Tiki’s system.

2. Intervention, intrusion, removal (hacking) on Tiki’s services and programs.

3. Using computer programs that are not authorized by the Tiki e-commerce platform to operate on the Tiki system.

Removing selling privileges permanently.

4.6

Fraudulent transaction

1. Abuse of promotions and/or support offered by Tiki.

2. Implement behaviors including: placing orders, self-reviewing and scoring comments for your store,..

3. Self-generating discount codes/promotions/products for fraud purposes.

4. The content exchanged with the customer intentionally provides information about the store in order to entice, call and guide customers to transact without using Tiki ecommerce platform

– Removing selling privileges permanently.

– Withdraw the abused promotional value (if any).

– Cancel related orders/comments/discounts/frauds.

Blockade of statements for 90 days.

4.7

No product warranty as promised

1. Product warranty is not implemented as listed information.

2. Extend product warranty beyond 45 days.

Swapping customer’s warranty products

– Compensation in the form of renewal / refund for customers.

– Permanently lock infringing products + 7-day period lock.

Removing selling privileges permanently.

4.8

Not cooperating in handling customer’s complaints when requested by Tiki

Not cooperating in handling customer’s complaints when requested by Tiki

Warning/ Locking store for 7 days/ Removing selling privileges permanently.

Removing selling privileges permanently.