Seller Policy

Effective Date: [Date of Listing]
Last Updated: [March 2025]

Royal Xclusives is committed to providing a seamless, secure, and highly efficient support system for all parties involved in our platform, including listing clients (vendors/sellers), customers (buyers), and third-party partners. This Support Policy Agreement outlines the roles, responsibilities, and terms under which support is provided while ensuring the full protection and operational integrity of the Royal Xclusives platform.

1. Support Scope

This support policy covers:

1. Technical Support – Assistance with platform functionality, technical issues, account access, and troubleshooting.
2. Customer Support – Addressing inquiries, order-related concerns, complaints, and escalation processes.
3. Listing Client Support – Assistance for vendors in setting up their storefronts, managing listings, payments, and compliance with platform policies.
4. Dispute Resolution – Guidance on conflict resolution between listing clients and customers while ensuring platform integrity.

2. Roles and Responsibilities

2.1. Royal Xclusives Responsibilities

Royal Xclusives operates as a luxury e-commerce listing platform that facilitates transactions between listing clients and customers. Our responsibilities include:

• Providing a functional, secure, and user-friendly platform for all transactions.
• Offering 24/7 online technical support for platform-related issues.
• Ensuring listing compliance and verification to maintain platform integrity.
• Investigating and taking action on reported violations, fraudulent activities, and breaches of policy.
• Processing and remitting payments to listing clients within the agreed timeframe.
• Managing customer reviews and taking appropriate actions when complaints exceed three (3) verified negative reports.
• Providing clear communication channels for all parties to seek assistance.

2.2. Listing Client (Vendor) Responsibilities

All listing clients must:

• Ensure their products meet the highest luxury standards and adhere to ethical business practices.
• Provide accurate product descriptions, images, pricing, and terms of sale.
• Respond promptly to customer inquiries and provide necessary after-sales support.
• Adhere to Royal Xclusives’ listing and payment policies, including the 10% commission on sales.
• Ensure timely order processing, shipping, and fulfilment.
• Handle all return and refund requests directly with customers (Royal Xclusives does not hold inventory or process returns).
• Maintain high service standards to prevent removal from the platform due to excessive negative reviews.

2.3. Customer Responsibilities

All customers must:

• Read and understand the product details, seller policies, and return policies before making a purchase.
• Use the designated platform communication channels for inquiries and support.
• Provide accurate shipping and billing details to ensure smooth transactions with the seller.
• Respect vendor return policies, as Royal Xclusives is not liable for refunds, replacements, or returns.
• Report fraudulent or misleading business practices directly to Royal Xclusives.
• Understand that Royal Xclusives is a listing platform and does not manufacture, hold, or ship products.

3. Support Channels

Royal Xclusives provides multiple support channels to ensure efficient issue resolution:

3.1. Support for Technical Issues

• Email Support – Response time within 24-48 hours.
• Help Desk & Ticket System – Clients and customers can log support tickets for platform-related issues.
• FAQs & Knowledge Base – A self-help resource covering common issues and troubleshooting steps will be made available.

3.2. Support for Listing Clients (Vendors)

• Dedicated Vendor Support Team – Assistance with account setup, product listings, payment settlements, and compliance.
• Vendor Help Desk – Direct access to a team specialized in luxury e-commerce business needs.
• Training & Webinars – Periodic training on maximizing business potential through Royal Xclusives.

3.3. Support for Customers (Buyers)

• Order Assistance Helpdesk – Support with order tracking and vendor communications.
• Buyer Protection Information – Clear guidelines on dispute resolution and reporting fraudulent activities.
• Escalation Channel – If vendors do not resolve complaints within a reasonable timeframe, customers can escalate issues to Royal Xclusives.

4. Dispute Resolution Support

All disputes regarding product quality, delivery, and returns are between the listing client (seller) and the customer (buyer). However, Royal Xclusives provides a structured dispute resolution framework:

1. Direct Resolution: Customers must first contact the listing client via the designated platform messaging system.
2. Escalation Process: If the listing client does not resolve the issue within 5 business days, customers can escalate complaints through the Royal Xclusives Support Team.
3. Investigation & Mediation: If a listing client receives three (3) verified negative complaints, an internal investigation will be conducted.
4. Client Blacklisting: If the investigation finds repeated violations of service standards, the listing client may be blacklisted and permanently removed from the platform.

Royal Xclusives is not liable for product disputes but will assist in facilitating fair resolutions.

5. Payment & Financial Support

5.1. Payment Settlement

• Payments to listing clients are processed within 24 hours once payment is received and cleared in the Royal Xclusives account.
• Clients must not dispatch goods until payment is confirmed.
• All payment remittances are conducted through secure financial transactions to protect clients and buyers.

5.2. Chargebacks & Fraud Prevention

• Royal Xclusives maintains strict security measures to prevent fraudulent transactions.
• If a chargeback claim is raised by a customer, the listing client will be notified immediately and expected to provide proof of delivery.
• Listing clients are responsible for ensuring high-quality service and secure shipping to prevent chargebacks.

6. Platform Protection & Compliance

To maintain a trusted, high-end luxury marketplace, Royal Xclusives has the right to:

• Suspend or terminate accounts violating policies.
• Conduct routine compliance checks on listing clients.
• Protect platform users by enforcing strict security protocols.
• Modify support services based on evolving industry standards.

7. Support Policy Updates

This Support Policy Agreement may be revised periodically to reflect improvements in our services and platform functionality. Any changes will be posted on our website, and continued use of the Royal Xclusives platform indicates acceptance of these updates.

8. Contact Information

For support-related inquiries, please contact Royal Xclusives through the online contact us form

• Email: [info@royalxclusives.com]

9. Acknowledgment & Acceptance

By using the Royal Xclusives platform—whether as a listing client, customer, or third-party partner—you acknowledge that you have read, understood, and agree to abide by this Support Policy Agreement.

Failure to comply with these guidelines may result in account suspension, removal from the platform, or legal actions, depending on the nature of the violation.

Royal Xclusives remains committed to providing the highest level of support, integrity, and security to maintain a world-class luxury marketplace.