This update expands the existing framework into a comprehensive Merchant Operational & Exit Policy. The revisions add necessary legal protections, clarify “Non-Operation” metrics, and detail the transition of data and customer support during the closure phase.
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1. Definitions
- Store Owner (Merchant): Any individual, group, or legal entity registered as a seller on the platform, responsible for the management of digital storefronts, product listings, and order fulfillment.
- Non-Operation: A state of administrative or commercial dormancy defined by a lack of “Significant Activity.” This includes, but is not limited to:
- Failure to log into the Merchant Dashboard for 30 consecutive days.
- Neglecting to respond to customer inquiries or platform tickets within 48 hours.
- Zero inventory updates or order processing over a sustained period.
- Closure: The formal termination of the merchant’s presence on the platform. This may be Voluntary (initiated by the owner) or Involuntary (initiated by the platform due to breach of policy or extended non-operation).
- Significant Activity: Verifiable actions taken by the Store Owner to maintain the health and viability of the store, such as updating stock levels, processing refunds, or marketing.
2. Comprehensive Exit Policy
2.1 Closure & Administrative Fee
This fee is not a penalty for leaving, but a service charge for:
- Final review of store orders and account activity.
- Secure archiving of store data for compliance needs.
- Administrative work required to close the account.
2.2 Formal Notification Protocol
Store owners must provide a minimum of 7 days’ formal written notice via the official Merchant Portal. This notice period allows the platform to ensure a smooth transition for existing customers. The notice must include:
- A detailed statement explaining the primary reason for departure.
- The requested Final Operational Date.
- A comprehensive list of all unfulfilled “Work-in-Progress” orders.
- A designated point of contact for post-closure inquiries.
2.3 Management of Pending Obligations
No store shall be closed while consumer obligations remain outstanding. Store owners must:
- Fulfill or Refund: Every open order must be shipped and tracked or fully refunded.
- Extended Support: Maintain a “Maintenance Mode” status during the notice period to handle returns or disputes.
- Penalties: Failure to resolve pending orders can add a per-order charge in addition to the standard closure fee.
2.4 Final Account Settlement
The platform will complete a final review of the merchant account before closure.
- Outstanding Fees: Any unpaid subscription or advertising fees must be settled.
- Hold Period: The platform may hold a portion of remaining store credits for up to 25 days after closure to cover returns or payment disputes.
3. Standard Operating Procedure (SOP) for Closure
| Step | Action | Responsibility |
|---|---|---|
| 1 | Submission of a formal request by email. | Store Owner |
| 2 | Compliance audit to check for open disputes, pending orders, and unpaid platform invoices. | Support Team |
| 3 | Fee invoicing. An invoice for the $1,000 closure fee is generated. The closure process pauses until payment is confirmed. | Billing Dept. |
| 4 | Data export and transition. The merchant may download the customer list and sales history before the Final Operational Date. | Store Owner |
| 5 | Account deactivation. The storefront is removed from public view, API keys are revoked, and login access is restricted. | IT/Ops Team |
4. Non-Operation & Abandonment
4.1 Inactivity Thresholds
To maintain the integrity of the marketplace, inactive accounts (“zombie stores”) will be flagged.
- 90-Day Rule: If a store shows no Significant Activity for 90 consecutive days, it is deemed “Abandoned.”
- Automated Enforcement: Upon the 91st day, the platform may start the closure process. The closure fee can be charged to the merchant’s linked payment method or deducted from any remaining account balance.
4.2 Proactive Communication
The platform emails the merchant before an inactivity closure so the store can be brought back into good standing. Notices also appear in the vendor dashboard.
5. Post-Closure Data & Support
- Records Retention: The platform may retain order and account records for a period of seven (7) years for compliance and dispute handling.
- Re-Activation: A store owner who wants to return after a formal closure must apply as a new merchant and pay any applicable onboarding fees. Previous closure fees are non-refundable and cannot be credited toward a new account.
6. Policy Exceptions & Appeals
Extraordinary circumstances, such as a natural disaster or sudden incapacitation, may arise.
- Submission: Exception requests must be submitted in writing within 14 days of the closure notice or fee assessment.
- Evidence: Documentation may be required to waive fees.
- Discretion: Exceptions are granted at the discretion of the platform management team. Their decision is final.
7. Account Standing
Seller privileges depend on keeping the store active, responding to customers, and settling platform fees on time. Unresolved obligations may limit new listings or delay account closure.
- Active store: Regular logins, order handling, and catalog updates keep the account in good standing.
- Fees: Subscription or advertising fees should be cleared before requesting closure.
8. Effects of Unresolved Obligations
If fees or open orders remain unfinished at closure, the platform may:
- Pause new product listings until issues are resolved.
- Complete refunds or cancellations for customers on open orders.
- Delay final account closure until the store ledger is settled.
9. Risk of Involuntary Closure
The platform may start closure after extended inactivity, for example 90 days without significant activity. Merchants should watch notices in the dashboard and by email so required steps are not missed.
10. How to Close Cleanly
To close a store smoothly:
- Clear open items: Finish or refund open orders and bring the store ledger to zero before the final operational date.
- Give notice: Submit closure through the merchant portal with the required details.
- Keep confirmation: Save the closure confirmation email for your records.
- Stay reachable: Keep a contact method available during any short post-closure support window.
Summary: Closing a store is a normal marketplace process when orders are fulfilled and account fees are settled.