Seller Policy
Heritage Hive is a marketplace where you can sell your digital and physical goods directly to buyers around the world. We want to ensure that you and your buyers have a positive experience on Heritage Hive. Please read on to find out more about your rights, as well as what is expected of you as a seller.
This policy is a part of our Terms of Use. By opening a Heritage Hive shop, you’re agreeing to this policy and our Terms of Use.
Selling Basics
a. What can be sold on Heritage Hive
b. What can’t be sold on Heritage Hive
c. Managing your Heritage Hive shop
d. Seller Standards
e. Selling Fees
f. Delivery policy
Being a Member of the Heritage Hive Community
a. Creating and Uploading Content
b. Privacy and Protecting Personal Information
c. Communication Standards
i. Messages
ii. Communicating Cancellations
iii. Cancellation policy
Feedback, Cases, and Your Success
a. Reviews
b. Heritage Hive’s Case System
c. Heritage Hive’s Purchase Protection Programme for Sellers
d. Your Seller Account and Heritage Hive’s Terms
Selling Basics
Keeping in mind these basic requirements will set you up for success on Heritage Hive.
a. What can be sold on Heritage Hive
Heritage Hive is a unique marketplace. Buyers come here to purchase items that they might not find anywhere else. Everything listed for sale on Heritage Hive must be digital or physical products.
Digital items are items that are made and/or designed by you, the seller.
Physical products are items owned by you the seller. Either products that you’ve made or products that you’ve bought and have ownership of to resell.
If you sell digital products, you agree that:
All digital products are made or designed by you. If you work with a production partner, you must disclose that production partner in your relevant listings.
You accurately describe every person involved in the making of an item in your shop in your About section.
You are using your own photographs or video content – not stock photos, artistic renderings, or photos used by other sellers or sites.
If you are selling personalized or made-to-order items in the physical products category, you agree that:
All listings are available for purchase at a set price.
If you are using photographs of previous work with options for customization (like color choices) included in the listing, it is clear in your description that the photos shown are just examples.
For more information on how to list personalized items, please contact us at info@thathertiage.com or via your seller messaging platform on the dashboard.
b. What can’t be Sold on Heritage Hive
Even if they otherwise meet our marketplace criteria, prohibited items, services, and items that violate our intellectual property policies are not allowed to be sold on Heritage Hive. All listings must offer an item for sale (which includes digitally delivered items and can also include reserved listings). You may not create a Heritage Hive listing for the purpose of sharing a referral code, posting a want ad, or similar activity that does not offer a physical or digital item for sale.
Reselling is not allowed in the digital category on Heritage Hive when you were not involved in designing or making that item.
Keep in mind that members or, in some cases, third parties may flag listings that appear to violate our policies for Heritage Hive’s review. Heritage Hive may remove any listings that violate our policies. Note that listing fees are non-refundable. Heritage Hive may also suspend or terminate your account for any violations.
If you are raising money on behalf of a charity, you must obtain that charity’s consent. Please see this Help article for more information about donating any portion of your sales to charity.
c. Managing your Heritage Hive Shop
Your shop represents you and your business to the Heritage Hive community. It’s important that you, your items, and your shop are honestly and accurately represented.
By selling on Heritage Hive, you agree that you will:
Provide honest, accurate information to Heritage Hive and in your About section.
Honor your Shop Policies.
Ensure your shop content, such as any text, photos, or videos used to represent yourself, your shop, or your listings, abides by Heritage Hive’s policies.
Accurately represent your items in listings and listing photos.
Respect the intellectual property of others. If you feel someone has violated your intellectual property rights, you can report it to Heritage Hive.
Not engage in fee avoidance.
Not create duplicate shops or take any other action (such as manipulating clicks, baskets, or sales) for the purpose of shilling, manipulating search, or circumventing Heritage Hive’s policies.
Not coordinate pricing with other sellers.
d. Seller Standards
By listing a product for sale on Heritage Hive, you understand and agree that you are responsible for complying with all applicable laws and regulations for the products you list for sale, including any required labels and warnings. Heritage Hive assumes no responsibility for the accuracy, labeling, or content of your listings.
Meeting Service Level Standards
As a seller, you must provide great customer service and maintain trust with your buyers. These requirements are called our Seller Service Level Standards. Heritage Hive may reach out to you if your shop fails to meet Heritage Hive’s Seller Service Level Standards. Read more here.
By selling on Heritage Hive, you agree to:
Honor your dispatch and processing times. Sellers are obligated to dispatch an item or otherwise complete a transaction with a buyer in a prompt manner, unless there is an exceptional circumstance. Please be aware that legal requirements for dispatch times vary by country. Read more in our Delivery Policy.
Respond to Messages in a timely manner.
Honor the commitments you make in your shop policies.
Resolve disagreements or order issues directly with the buyer. In the unlikely event that you can’t reach a resolution, Heritage Hive can help through our case system. Read about your rights and responsibilities regarding cases here.
If you are unable to complete an order, you must notify the buyer and cancel the order.
e. Selling Fees
Sellers may be charged for using some of Heritage Hive’s services. There are fees associated with selling, advertising, and certain other Heritage Hive products and features.
A minimum of 5% is deducted per sale. *Fee adjustments could vary by sellers. If the seller would like Heritage Hive to promote their product, an ad fee will be calculated based on the ad service and length. This service is upon request.
Being a Member of the Heritage Hive Community
At Heritage Hive, everyone is expected to treat fellow members of the Heritage Hive community with respect. As a seller, you have additional responsibilities to safeguard personal information and communicate promptly with buyers to provide a great customer experience.
f. Delivery policy
Sellers are responsible for packaging and delivering their sold items to buyers. If you’re using a delivery or fulfillment service, please keep in mind that you are ultimately responsible for making sure that your buyers receive their orders.
By selling on Heritage Hive, you agree to:
A. Provide an accurate “dispatched from” address.
B. Specify your postage costs and processing times in your listings.
C. Dispatch items promptly after they are sold. Prompt delivery means that you dispatch each item within 30 days of purchase, unless you specify otherwise in your processing time or agree to a different delivery period with the buyer through Messages. Before you update your processing time for a specific order, you must first obtain your buyer’s consent.
D. Comply with all local and international delivery and customs regulations.
E. Dispatch to the address listed on the Heritage Hive receipt.
F. Mark the order as dispatched when you dispatch it, Remember that you may only mark an order as dispatched after you actually have dispatched it. When you mark an order as dispatched, the buyer will receive a notification.
G. Charge an appropriate amount for postage. US and Canadian sellers may be able to use calculated postage to have postage costs calculated automatically.
H. By entering tracking information or delivery confirmation on Heritage Hive, you’re giving us permission to collect and share this data received from your chosen delivery company with the buyer.
In the unlikely event an order does not arrive, be prepared to provide valid proof of dispatch. Valid proof of dispatch must show that the item actually was dispatched and that it was sent to the address provided by the buyer on Heritage Hive. If a buyer does not receive their order, they may file a case against your shop.
a. Creating and Uploading Content
As a member of Heritage Hive, you have the opportunity to create and upload a variety of content, like listings, Messages, text, photos, and videos. In order to keep our community safe and respectful, you agree that you will not upload content that:
Contains hateful or derogatory language or imagery, or any content that is subject to our Anti-Discrimination and Hate Speech Policy;
Contains threats, harassment, extortion, or violates our rules about interference;
Violates someone else’s intellectual property rights;
Is false, deceptive, or misleading;
Contains unsolicited advertising or promotions, requests for donations, or spam;
Contains private information, whether it is your own, or someone else’s;
Encourages or facilitates a transaction that evades the Heritage Hive checkout process;
Contains prohibited medical drug claims;
Sexualizes minors under the age of 18;
Violates any of the rules described in our Prohibited Items section.
Members may not use Heritage Hive services such as Messages, Favourites, or Collections to make inappropriate use of otherwise compliant content, whether overtly or through contextualization. This includes, for example, the aggregation of content with the intent of sexualizing minors.
b. Privacy and Protecting Personal Information
You are responsible for protecting members’ personal information you receive or process, and you must comply with all relevant legal requirements. This includes applicable data protection and privacy laws that govern the ways in which you can use Heritage Hive user information. These laws may require that you post and comply with your own privacy policy, which must be accessible to Heritage Hive users with whom you interact. Your privacy policy must be compatible with this policy and Heritage Hive’s Terms of Use, and Heritage Hive’s Privacy Policy.
In particular, when you sell using our Services, you may receive and determine what to do with certain personal information, such as when communicating with users and entering into transactions with buyers. This means you process personal information (for example, buyer name, email address, and delivery address) and, to the extent you do so, under U.S law, you are an independent controller of data relating to other users that you may have obtained through the Services. For more information on the General Data Protection Regulation, see more resources at epic.org. As a data controller (that is someone who decides what personal data is collected and the purpose you’ll use the data for) to the extent that you process user personal information outside of the Services, you may be required under applicable data protection and privacy laws to honor requests received from such users for data access, portability, correction, deletion, and objections to processing. Also, if you disclose personal information without the buyer’s proper consent, you are responsible for that unauthorized disclosure. This includes, for example, disclosures you make or unintentional data breaches. For example, you may receive a buyer’s email address or other information as a result of entering into a transaction with that buyer. This information may only be used for Heritage Hive-related communications or for Heritage Hive-facilitated transactions. You may not use this information for unsolicited commercial messages or unauthorized transactions. Without the buyer’s consent, and subject to other applicable Heritage Hive policies and laws, you may not add any Heritage Hive member to your email or physical mailing list, use that buyer’s identity for marketing, or obtain or retain any payment information. Please bear in mind that you’re responsible for knowing the standard of consent required in any given instance. If Heritage Hive and you are found to be joint data controllers of personal information, and if Heritage Hive is sued, fined, or otherwise incurs expenses because of something that you did in your capacity as a joint data controller of buyer personal information, you agree to indemnify, defend and hold Heritage Hive (and its employees, agents, consultants, subsidiaries, partners, affiliates, and licensors) harmless against any claims, costs, losses, damages, liabilities, judgments and expenses (including reasonable lawyer fees) in connection with your processing of buyer personal information.
For more information, please see our Privacy Policy.
c. Communication Standards
i. Messages
With Heritage Hive’s “Messages”, you have the ability to communicate directly with your buyers or other Heritage Hive members. Messages are a great way for buyers to ask you questions about an item or an order.
Messages may not be used for the following activities:
Sending unsolicited advertising or promotions, requests for donations or spam;
Harassing or abusing another member or violating our Anti-Discrimination Policy;
Contacting someone after they have explicitly asked you not to;
Interfering with a transaction or the business of another member;
Exchanging personal contact, financial or other information for the purposes of evading the checkout process on Heritage Hive, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc.
Interference
Interference occurs when a member intentionally interferes with another member’s shop in order to drive away their business. Interference is strictly prohibited on Heritage Hive. Examples of interference include:
Contacting another member via Messages to warn them away from a particular member, shop, or item;
Posting in public areas to demonstrate or discuss a dispute with another member;
Purchasing from a seller for the sole purpose of leaving a negative review;
Maliciously clicking on a competitor’s ads in order to drain that member’s advertising budget, also known as “click fraud”.
Creating or using an independent buyer account to maliciously up-vote another shop’s negative reviews in order to position those reviews more prominently.
Harassment and Discrimination
Any use of Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or Discrimination. If you receive a Message that violates this policy, please let us know right away.
ii. Communicating Cancellations
If you are unable to complete a transaction, you must notify the buyer via Messages and cancel the transaction. If the buyer already submitted payment, you must issue a full refund. You are encouraged to keep proof of any refunds in the event a dispute arises. All cancellations are subject to our Cancellation Policy.
iii. Cancellation Policy
Sometimes a member may need to cancel a transaction. Only a seller can cancel an Heritage Hive order; if you’re a buyer who would like to request a cancellation, please contact the seller directly through Messages.
A seller may cancel a transaction if the cancellation meets all of Heritage Hive’s policies, and one of the following circumstances applies:
The order payment was not successful: The seller may flag a buyer for a payment not received, chargeback, or canceled payment.
The order payment was successful, and one of the following is true:
The seller agreed to a buyer request to cancel their order before dispatch, and the seller has issued the buyer a full refund.
The seller has decided to refuse service to the buyer and the seller has issued a full refund, including postage.
The buyer did not receive the item(s) ordered, and the seller has issued a refund for the item. Refunding postage is optional.
The buyer and seller agreed that the buyer could return the item to the seller for a refund. The seller has received the returned item and issued a refund to the buyer for the item. Refunding postage is optional.
Feedback, Cases and Your Success
a. Reviews
Reviews are a great way for you to build a reputation on Heritage Hive. Buyers can leave a review, including a one to five star rating and a photograph or video of their purchase, within 100 days after the latter date of their item’s estimated delivery date. If an estimated delivery date is not available, the review window opens after the order’s processing time and delivery time have elapsed. Buyers can edit their review, including the photograph or video, any number of times during that 100 day period.
On the rare occasion you receive an unfavorable review, you can reach out to the buyer or leave a response.
In addition to our rules for Creating and Uploading Content in Section 2a, reviews and your response to reviews may not:
Contain graphic, mature, or obscene language or imagery, or any content that is subject to our mature content policy;
Be about things outside the seller’s control, such as a delivery company, Heritage Hive or a third party;
Include shilling or otherwise falsely inflate a shop’s review score;
Undermine the integrity of the Reviews system.
b. Heritage Hive’s Case System
The Case system is how a buyer notifies Heritage Hive of an order issue or dispute that they’re unable to resolve with a seller, in order for Heritage Hive to help them reach a resolution. Buyers must contact sellers directly via the Help with Order link and attempt to resolve any outstanding issues before opening a case on Heritage Hive. For this reason, it is important that you fill out your shop policies and regularly respond to Messages from your buyers. Once a buyer contacts you to notify you of a problem with an order, you will have 48 hours to resolve the issue. If the issue is unresolved in this time frame, a case may be opened by the buyer. Once a case has been opened, Heritage Hive will assist in the resolution of the case between the buyer and seller. This may include, but is not limited to, automatically closing the case and issuing a refund to the buyer, or reviewing the case further to help the buyer and seller resolve it as quickly as possible.
Heritage Hive reserves the right to resolve an order issue before the 48-hour window for circumstances including, but not limited to, seller inactivity, harassment, refusal of service, manipulation, and undermining the integrity of the case system.
Buyers may file a case for items that never arrive, arrive late or, arrive damaged, or do not match the listing description as part of Heritage Hive’s Purchase Protection Programme (for more information on case eligibility, click here. Heritage Hive may request your assistance in resolving a case opened against your shop. By using Heritage Hive’s case system, you understand that Heritage Hive may use your personal information for the purpose of resolving disputes with other members. Read our privacy policy for more information.
c. Heritage Hive’s Purchase Protection Programme for Sellers
For certain cases, sellers are protected by Heritage Hive’s Purchase Protection Programme. If the case falls outside of Heritage Hive’s Purchase Protection Programme for Sellers, unless otherwise required by law, you will be required to refund the order, including original postage and return postage. Heritage Hive reserves the right to issue a refund to the buyer and recoup funds from your account, including your payment account reserve, if payment was made via Heritage Hive Payments.
d. Your Seller Account and Heritage Hive’s Terms
In order to keep Heritage Hive safe and improve our Services, we may take actions that limit the visibility of your shop, listings or ads, or that impact your payment account. In the event a shop sees unusual order activity, or we otherwise believe that your actions or shop may result in buyer disputes, chargebacks, increased risk of fraud, counterfeiting, or other claims, Heritage Hive may take actions such as limiting visibility of your account, placing restrictions or reserves on your payments account, or suspending your Heritage Hive account, in accordance with our Terms of Use, including this Policy and our Heritage Hive Payments Policy. When appropriate and permitted by law, Heritage Hive will communicate information to the affected seller about the issue.
In the event a shop sees an unusual spike in orders, particularly in a high demand category, a shop may see an increase or decrease in its search ranking. Often, if a shop sees an increase in fulfilled orders and good reviews, this may result in higher visibility and search rank. However, sometimes a rapid increase in orders can reduce visibility.
In addition, we may limit the visibility of listings or ads in the interest of keeping Heritage Hive safe, and improving our Services. For example, listings or ads may have decreased visibility because they include terms that represent a prohibited item or based on third party policies. These listings or ads may also be restricted from appearing in one or more features of the Services. While these listings or ads may have limited visibility, they are still discoverable in search.
Heritage Hive may make changes to onboarding or authentication processes for sellers at our sole discretion. Completion of these processes may be required for seller account activation or continued access and usage.
If Heritage Hive has reason to believe you, Your Content, or your use of the Services violate our Terms, including this Seller Policy, we may deactivate Your Content to some or all users, or suspend or terminate your account (and any accounts Heritage Hive determines are related to your account) and your access to the Services. Generally, Heritage Hive will notify you that Your Content or account has been suspended or terminated, unless you’ve repeatedly violated our Terms or we have legal or regulatory reasons preventing us from notifying you.