Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who sell Products or Services through the Platform.
Article 1: Introduction and Scope
1.1 This document states the Seller's obligations and liabilities when a chargeback is raised against one of the Seller's sales: who bears the chargeback, what evidence the Seller shall provide and by when, how representment is conducted, and how the amount is recovered from the Seller. The platform rule for chargebacks, including the rights of the person dealing with the Platform, is stated in the Chargeback Policy, which is incorporated into this document by reference; this document states the Seller's obligations under that rule.
1.2 Card network rules control the chargeback itself: the timelines for representment and the issuer's decision are set by the network, not by the Company. This document controls the handling between the Seller and the Company. On conflict with the Selling Terms of Service, the Selling Terms of Service control.
1.3 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Seller participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 The definitions in the Selling Terms of Service apply to this document. In addition, in this document 2.2 Chargeback: the reversal of a payment for an Order by the Buyer's card issuer through the card network, at the Buyer's request or the issuer's initiative.
2.3 Chargeback Rate: the Seller's chargebacks measured over a rolling window of the Seller's transactions, as stated in the Seller Program Terms.
2.4 Handling Fee: a fee charged to the Seller in connection with a lost Chargeback, where stated in accordance with clause 4.4.
2.5 Representment: the process by which the Seller's evidence is submitted to the issuer and the issuer decides whether the Chargeback stands.
Article 3: What a Chargeback Is
3.1 A Chargeback is a network process, not a decision of the Company. The Company does not decide whether a Chargeback succeeds; the issuer decides on Representment.
3.2 A Chargeback is not a refund. A refund is an amount returned voluntarily by the Company or the Seller; a Chargeback is an amount taken by the issuer. The costs, the evidence burden, and the consequences for the Seller's standing are heavier for a Chargeback than for a refund.
Article 4: The Seller Bears Chargebacks on the Seller's Sales
4.1 The Seller bears each Chargeback on the Seller's own sales. When a Chargeback is raised, the Chargeback amount and the network's chargeback fee are charged to the Seller. Collection is by recovery in the order stated in the Payment Holds and Reserves Policy: from the balance in the Seller's payment account, then by setoff against upcoming disbursements, then from the linked bank account. The Company shall notify the Seller of the charge, stating the Order, the amount, and the reason code the network supplied.
4.2 Where amounts recovered exceed the Seller's available balance and upcoming disbursements, the shortfall is a negative balance and a debt of the Seller, collected in accordance with the Final Settlement and Payout Policy.
4.3 By way of illustration: an Order of $85.00 has been disbursed to the Seller and the Buyer raises a Chargeback. The $85.00 is recovered from the Seller's payment account balance or, if the balance is insufficient, from the next disbursement, and the network's chargeback fee is recorded as its own line. If the Seller wins Representment, the $85.00 is credited back and the Handling Fee is reversed in accordance with the Fee Reversals and Adjustments Policy. If the Seller loses, both amounts stand.
4.4 A Handling Fee is chargeable only where a handling fee amount is stated for the Seller's dispute history in the Seller Program Terms. Where no amount is stated, no Handling Fee is chargeable. A Handling Fee that is charged stands where the Chargeback is lost and is reversed where the Chargeback is won on Representment.
4.5 Where a Chargeback is raised on an Order whose amounts are still within a hold, the held amounts cover the Chargeback. The Seller never received the amounts, and the account record shows the Chargeback against pending rather than disbursed funds.
Article 5: Evidence and Representment
5.1 On notice of a Chargeback, the Seller shall provide the evidence for Representment within seven (7) calendar days of the notice. The evidence package consists of: proof of delivery, being the carrier scan and delivery confirmation; the Order record as presented to the Buyer; the Buyer's communications with the Seller; and, for a claim that a Product was not as described, evidence that the Product matched the listing, including photographs, the listing as it stood at Order Placement, and specifications.
5.2 The Company shall submit the Seller's evidence to the payment processor within two (2) business days of receiving it. The Seller's seven (7) days and the Company's two (2) business days run against the network's deadline, which is fixed.
5.3 A Seller that does not provide evidence within the period in clause 5.1 forfeits Representment. The Chargeback is lost by default and the amount is recovered under Article 4. There is no late submission and no second window. The seven (7) days are calendar days; weekends count.
5.4 Delivery confirmation to the verified Order address is the evidence that most often decides Representment, followed by a tracking record showing receipt. The absence of tracking, shipment to an address the Buyer supplied outside the Order, and failure to respond are the circumstances that most often cause a Chargeback to be lost.
Article 6: Notice and Record
6.1 When the Company receives notice of a Chargeback from the payment processor, the Company shall record the Chargeback as a dispute case, identified by the processor's dispute reference so that duplicate notices do not create duplicate cases, and shall notify the Seller with the amount, the currency, the evidence due date given by the processor, and the evidence checklist in clause 5.1.
6.2 The Seller shall submit evidence against the dispute case. The evidence is stored on the case record. The outcome of the Chargeback, when the network decides, is recorded on the case.
6.3 The dispute case tracks the Chargeback from opening through evidence submission to the outcome, won or lost, and links the money by Order. The account record lines for the charge, any fee, and any credit on a win reference the case, so that the whole matter can be reconstructed from the record.
Article 7: Chargeback Rate Enforcement
7.1 An excessive Chargeback Rate gives rise to measures in the following order: (a) notice to the Seller and a remediation plan, on the first occasion the threshold is crossed; (b) a disbursement hold and an increase in any reserve, on a repeated crossing; and (c) suspension, where the excess is sustained or the chargebacks show a fraud pattern. Chargebacks arising from fraud by the Seller are governed by the Fraud and Abuse: Zero Tolerance Policy (Fraud and Abuse — Zero Tolerance) and are not subject to the graduated measures in this Article.
7.2 A remediation plan under this Article states the reason codes driving the Seller's Chargeback Rate: including not-as-described, not-received, and fraudulent: and the corrective action for each, such as tracking on every Order, review of listing accuracy, and address verification. Completion of the plan ends the escalation; failure to complete it advances it.
Article 8: Internal Disputes
8.1 A Seller that believes a Chargeback was mishandled by the Company: evidence submitted late by the Company, the wrong Order's evidence submitted, or the notice under clause 6.1 not given: may dispute the handling in accordance with the Dispute Standards within thirty (30) calendar days of the communication of the outcome. The review examines the Company's handling against Articles 5 and 6.
8.2 The issuer's decision is not disputable through the Company. Where the issuer decided against the Seller on evidence that was complete and submitted on time, that outcome stands between the Seller and the Company. An internal dispute under this Article concerns failure of process, not disagreement with the outcome.
8.3 Where the Company's mishandling caused the loss, the Company bears the Chargeback amount. The Seller is credited with the lost amount and any Handling Fee charged.
Article 9: Prevention Duties
9.1 The Seller shall: (a) ship only to the verified Order address, because redirecting a shipment to an address the Buyer supplies by message defeats the delivery evidence; (b) obtain carrier delivery confirmation on Orders above the threshold published in the Seller Center; (c) describe Products accurately, because not-as-described claims are the most common source of chargebacks; and (d) respond to Buyer inquiries before they become disputes, in accordance with the Customer Service Standards Policy.
9.2 The Seller shall monitor the reason codes on the Seller's chargebacks. A concentration of fraudulent reason codes indicates an account security or order screening problem under the Payment Fraud Prevention Policy and the Seller Account Security Policy; a concentration of not-received codes indicates a tracking problem. The pattern identifies the corrective action.
Article 10: Liability
10.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
10.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Seller paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
10.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Seller owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
10.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 11: Indemnification
11.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Seller's breach of this document; (b) the Seller's Products, Services, listings, or User Content; (c) the Seller's violation of any law or of the rights of any person; and (d) taxes for which the Seller is responsible under this document.
11.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Seller shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Seller shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
11.3 Survival. This Article survives the termination of this document.
Article 12: Enforcement and Appeals
12.1 Investigation. The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
12.2 Notice. If the Company determines that the Seller has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
12.3 Opportunity to cure. Where a violation is capable of cure, the Seller has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
12.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate this document and the Account; and (f) exercise any other right or remedy available under this document or at law.
12.5 Disbursement hold. The Company may hold disbursements to the Seller while an investigation under this Article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
12.6 Appeal. The Seller may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
12.7 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 13: Term and Termination
13.1 Term. This document takes effect when the Seller is accepted to offer Products through the Platform and continues until terminated under this Article.
13.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
13.3 Termination by the Seller. The Seller may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Seller has no Order, booking, or investigation outstanding.
13.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under this document, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
13.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 14: Dispute Resolution
14.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 15: General Provisions
15.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Seller at the email address in the Account. An amendment that materially increases the Seller's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Seller does not accept an amendment, the Seller's remedy is to terminate under Article 13 before the amendment takes effect.
15.2 Notices. (a) Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. (b) Notices to the Seller are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Seller shall keep the email address in the Account current. (c) DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
15.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
15.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
15.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Seller for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
15.6 Assignment. The Seller shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Seller.
15.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
15.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
Related articles