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How do I pay for the service fee?

9020 will deduct service fee directly from seller’s payout when an order is completed. You may find the service fee in 9020 Seller Centre.


What is 9020’s 15 Days Return Policy?

To ensure that you are completely happy with your purchase, 9020 is offering a simple 15 Days Return* at zero cost for all 9020 Mall products.

*The 15 Days Return period starts from the time of the first attempted delivery.

Please note that your 9020 Mall Returns will only be accepted if the following conditions are met:

Disclaimer: Change of Mind return policy is applicable only to certain categories and restricted to certain sellers only.

Why is my account being limited?

Account limitations may be imposed on users that have violated 9020 Terms and Conditions or suspected to have engaged in one or more of the following activities:
  1. Fake order creation
  2. Voucher abuse
  3. Subsidy and rebates abuse
  4. Scams
  5. Continuous repeated upload of products with listing violations
  6. Copied other sellers’ listings

To appeal against your account limitation, please prepare the following documents before contacting our Customer Service team:

For Buyers
  1. Valid photo ID (e.g. passport, NRIC, student ID, work ID)
  2. Proof of purchase (e.g. airway bills from seller, pictures of the purchased products, etc)

For Sellers
  1. Valid photo ID (e.g. passport, NRIC, student ID, work ID)
  2. A copy of business license / SSM registration (if applicable)
  3. Proof of shipping / delivery
  4. Proof of product pre-ownership (e.g. supplier invoice, receipts, etc)
  5. Full description of business model (e.g. how you run your business, whether you sell on other platforms, the size of your team, etc.)
If your account has been limited for continuous repeated upload of products with listing violations (Against our Product Rules, Counterfeit or Copied Listings), please remove those relevant listings before contacting our Customer Service team for appeal.

Please note that limited accounts will be permanently suspended 30 days after the initial notification has been sent, if:
- an appeal has not been initiated within the 30 day period, or
- if the appeal attempt fails

How much shipping fee does 9020 subsidise using Free Shipping Voucher?

Shipping fee is required to be paid by the buyer when they place an order for the delivery of their parcel. Below are the 3 main factors affecting shipping fees rate:
1) Weight / size of parcel (Whichever higher)
2) Choice of courier used (Poslaju, DHL, J&T,  Express or others)
3) Origin of parcel (Overseas / Local)

What happens when I accept the buyer’s cancellation request?

When you accept the cancellation request, the order would be cancelled immediately. The refund would be initiated automatically by the system, and would require no action from you after this in regards to the refund.

However, sellers are not allowed to request buyers to cancel. we will issue 2 penalty points for sellers who are detected to be asking buyers to cancel the order.

Also, do note that you won't be allowed to accept a cancellation request if you have arranged for pickup on the pickup date itself.

For more information about how Penalty Points may affect you, please do have a look at "What happens if I’ve accumulated Penalty Points?".

You may also want to have a look at "What happens when I reject the buyer’s cancellation request?" for additional knowledge.

Do checkout our Seller Education Hub for more tips and tricks to better sell on 9020
Have other queries? Tell us more HERE
You can click on the sub-categories below to see all other related topics.

Why is my order automatically cancelled by 9020?

Auto cancellation is a feature whereby 9020 will cancel an order to refund to the buyer if seller did not adhere to their days to ship set in their product or when sellers are inactive for more than 7 days. Thus it is important for you as a seller to know when your order will be cancelled by 9020 if you did not process and ship out the order on time.

A general rule of thumb to avoid auto cancellation is that you ship your orders out within your Days to Ship (DTS) period.
*Days to ship excludes Public Holidays and Poslaju non-working days.

There are two layers of auto cancellation:
1. Days to Ship +1 day

For 9020 Supported Logistics (Free Shipping Program Sellers):

Make sure you Arrange Shipment for your order before DTS + 1 day to prevent your order from being cancelled.

For orders with other shipping methods:

Make sure you click "Ship" and enter the tracking number for your order before DTS +1 day to prevent your order from being cancelled.


2. Days to Ship +4 days

Make sure your order is shipped (handed over to your courier company) and its tracking status had been updated as "Item Picked Up / Item Posted" before DTS +4 days to prevent your order from being cancelled.


A quick example to help you picture situation above is as below:

Order fully paid on 1st Mar (Monday) for an item that has its DTS set as 2 days. Seller will need to arrange shipment for this order before 4th Mar (Thursday, DTS + 1) or it risk to be cancelled due to Criteria #1 above.
However after the seller arranged shipment they forgot to send the item to drop off at nearby Poslaju.
The order will be cancelled by 9020 on 8th Mar (Tuesday, DTS + 4) as the order is not being posted by seller.

To ensure you can ship it out on time, do try to pre-pack your hot selling items with bubble wraps before the campaign starts to minimize the need for manpower for these sales. 

So how do I determine my Days To Ship? 
A complete guide to answer this is shared in "What is Days to Ship? And how do I set Days to Ship?" for you. 

Checkout our Seller Education Hub for more tips and tricks to sell in 9020.
You can click on the sub-categories below to see all other related topics.

What is service fee?

Service Fee is a fee levied on the sale of products for all Non-Mall and 9020 Mall sellers who sign up for the Free Shipping Package. This fee is only chargeable to sellers who sign up for the Free Shipping Package. 

This will officially be implemented on 4 October 2019 and only orders that came in after this date will be charged for service fees. Orders placed before this are not affected.

Sellers will be able to check the service fee charged from your tax invoice accessible via seller center.

To know more about tax invoice please have a look at article "How do I Check My Tax Invoice? ".

Do have a look at article “How is the service fee calculated?” for better understanding on the calculation for each order.

Checkout our Seller Education Hub for more tips and tricks to sell in 9020.
You can click on the sub-categories below to see all other related topics.