Seller Policy

Labels is an hyperlocal marketplace where you can sell goods as an independent local business or as an individual directly to other local customers in your city. We want to make sure that you and your buyers have a positive experience on Labels. 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 Labels shop, you’re agreeing to this policy and our Terms of Use.

Selling Basics

a. Who can join Labels
b. What can be sold on Labels
c. What can't be sold on Labels
d. Managing your Labels shop
e. Seller Standards
f. Selling Fees

Being a Member of the Labels Community

a. Creating and Uploading Content
b. Privacy and Protecting Personal Information
c. Communication Standards
i. Messages
ii. Forums/Teams
iii. Communicating Cancellations

Feedback, Disputes, and Your Success

a. Reviews
b. Labels’s Case System
c. Your Seller Account and Labels’s Terms
d. Seller Protection

1. Selling Basics

Keeping in mind these basic requirements will set you up for success on Labels.

As seller your products needs to be ready for pick up by us or by the customer within 15 minutes after the order is placed when your store is live within your working hours. If something comes up simply put your Labels shop on pause.

a. Who can join Labels

Being local means that you deeply care about your community, your city and that you reinvest at least 50% of your activity revenues in the economy of the city you applied for. Spending money locally enables the local multiplier effect.

An independent business is a business that is free from outside control. It usually means a privately owned establishment, as opposed to a public limited company, the latter of which is owned by investment shares traded in the stock market. In many cases, independent businesses are sole proprietorship companies.

These businesses are often local small businesses that may be recruited for membership in an Independent Business Alliance, or participate in a Local First or Buy Local campaign. To be considered for these campaigns, Independent businesses are often defined as private, worker or cooperative or community ownership, minimum of 50% of the business is locally owned, decision-making authority is in the local business owners and the business has limited outlets and range geographically.

Local, independent businesses have been linked to higher income and less inequality; "In 2013, for example, an economist at the Federal Reserve Bank of Atlanta found that counties with larger shares of local small businesses outperform their peers on three critical economic indicators: they have stronger per capita income growth, faster employment growth, and lower poverty rates." Independent businesses also generate a higher rate of tax revenue at lower cost to the public.

b. What can be sold on Labels

Buyers come on Labels to discover & purchase unique to typical items from their beloved city. They want to discover what is near to them and get it in minutes while supporting the local economy and the enviroment as we deliver packaging-free, emissions-free and highlight sustainable businesses. Everything listed for sale on Labels must come from local independant businesses or local individuals looking to sell what they love.

We give much more visibility to sustainable products and we carefully curate every items added to the marketplace. As sellers you will need to fill in our Sustainable Index Form that will evaluate you current status on your way to sustainability.

Besides that you can sell anything you want according to our Prohibited Items Policy.

c. What Can't be Sold on Labels

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 Labels.

Reselling is not allowed in the handmade category on Labels. Reselling refers to listing an item as handmade when you were not involved in designing or making that item.

Keep in mind that members may flag listings that appear to violate our policies for Labels's review. Labels may remove any listings that violate our policies. Note that listing fees are non-refundable. Labels may also suspend or terminate your account for any violations. You’ll still be on the hook to pay any outstanding fees on your Labels statement. You can find more information in our Fees & Payments Policy.

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 Labels Shop

Your shop represents you and your business to the Labels community. It’s important that you, your items and your shop are honestly and accurately represented.

By selling on Labels, you agree that you will:

Provide honest, accurate information 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, abide by Labels’s policies, including our Anti-Discrimination policy.

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 Labels.

Not engage in fee avoidance.

Not create duplicate shops or take any other action (such as manipulating clicks, carts or sales) for the purpose of shilling, manipulating search or circumventing Labels's policies.

Not coordinate pricing with other sellers.

d. Seller Standards By listing a product for sale on Labels 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. Labels 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. Labels may reach out to you if your shop fails to meet Labels's Seller Service Level Standards. Read more here.

By selling on Labels, you agree to:

Honor your shipping and processing times. Sellers are obligated to ship 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 shipping times vary by country. Read more in our Shipping Policy.

Respond to Messages in a timely manner.

Honor the commitments you make in your shop policies.

Resolve disagreements or disputes directly with the buyer. In the unlikely event that you can’t reach a resolution, Labels 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. Read about how to cancel an order in this Help article.

e. Selling Fees

Sellers may be charged for using some of Labels’s services. There are fees associated with selling, advertising, and certain other Labels products and features. You can find information on fees in the Fees and Payments Policy.

1.Being a Member of the Labels Community

At Labels, everyone is expected to treat fellow members of the Labels community with respect. As a seller, you have additional responsibilities to safeguard personal information and communicate promptly with buyers in order to provide a great customer experience.

a. Creating and Uploading Content

As a member of Labels, 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 is:

Abusive, threatening, defamatory, harassing, or otherwise in violation of our Anti-Discrimination Policy;

Obscene or vulgar;

In violation of someone else’s privacy or intellectual property rights; or

False, deceptive, or misleading.

Read more about how Labels search works, what factors impact search ranking, and how you can help optimize your listings and shop here and in The Ultimate Guide to Labels Search.

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 Labels user information. These laws may require that you post and comply with your own privacy policy, which must be accessible to Labels users with whom you interact. Your privacy policy must be compatible with this policy and Labels’s Terms of Use.

In particular, when you sell using our Services (subject to this Policy) or use Labels’s API (also subject to the Labels API Terms of Use), 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 shipping address) and, to the extent you do so, under EU 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 https://gdpr-info.eu and http://gdprandyou.ie. 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 Labels-related communications or for Labels-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 Labels policies and laws, you may not add any Labels 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 Labels and you are found to be joint data controllers of personal information, and if Labels 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 Labels for the expenses it occurs in connection with your processing of buyer personal information.

For more information, please see our Privacy Policy.

c. Communication Standards

i. Messages

With Labels Messages, you have the ability to communicate directly with your buyers or other Labels 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; or

Interfering with a transaction or the business of another member.

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 Labels. Examples of interference include:

Contacting another member via Labels 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 Promoted Listings ads in order to drain that member's advertising budget, also known as "click fraud."

Creating or using an independent buyer account to maliciously upvote another shop’s negative reviews in order to position those reviews more prominently.

Harassment Any use of Labels Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or otherwise violate our Anti-Discrimination Policy. If you receive a Message that violates this policy, please let us know right away.

ii. Forums and Teams

Forums and Teams are public spaces provided by Labels where sellers can connect, but there are communication standards that must be followed. More information can be found in the Labels Community Policy.

iii. Communicating Cancellations

If you are unable to complete a transaction, you must notify the buyer via Labels 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.

European Union Right of Withdrawal Buyers in the European Union (EU) may be entitled to a 14-day “right of withdrawal” after receiving an item, during which they may return an item for any reason. The details of this right vary by EU member state. The right of withdrawal may not apply to certain items like custom items or perishable goods. Rights with respect to digital items vary by EU member state. Read more about the EU Right of Withdrawal in this Help article.

Please be aware that in addition to this policy, each country has its own laws surrounding shipping, cancellations, returns, and exchanges. Please familiarize yourself with the laws of your own country and those of your buyers’ countries.

1. Feedback, Disputes and Your Success

a. Reviews

Reviews are a great way for you to build a reputation on Labels. Buyers can leave a review, including a one to five star rating and a photograph of their purchase, within 100 days after 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 shipping time have elapsed. Buyers can edit their review, including the photograph, 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, if the review is less than 3 stars, leave a response.

Reviews and your response to reviews may not:

Contain private information;

Contain obscene, racist, or harassing language or imagery;

Violate our Anti-Discrimination Policy;

Contain prohibited medical drug claims;

Contain advertising or spam;

Be about things outside the seller’s control, such as a shipping carrier, Labels or a third party;

Contain threats or extortion;

Include shilling or otherwise falsely inflate a shop’s review score; or

Undermine the integrity of the Reviews system.

b. Labels’s Case System

The Case system is how order disputes are resolved at Labels. We ask buyers to contact sellers directly and attempt to resolve any outstanding issues before opening a case on Labels. For this reason, it is important that you fill out your shop policies and regularly respond to Messages from your buyers. However, sometimes a case may be necessary, and Labels will work with you and the buyer to resolve it as quickly as possible.

Buyers may file a case for a non-delivery or a not-as-described item (for more information on how we define these terms, click here). You must respond to any open cases within three days or the time frame noted by Labels in the case. Labels may request your assistance in resolving a case opened against your shop. Labels reserves the right to escalate a case early for circumstances such as seller inactivity, harassment, refusal of service, case manipulation, and undermining the integrity of the case system.

By using Labels’s case system, you understand that Labels may use your personal information for the purpose of resolving disputes with other members. For more information on cases and when an order might qualify for a case, please see this Help article. If Labels determines that an item is not as described, you will be required to refund the order, including original shipping and return shipping.

c. Your Seller Account and Labels’s Terms

In order to keep Labels 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, Labels may take actions such as limiting visibility of your account, or placing restrictions or reserves on your payments account, in accordance with our Terms of Service, including this Policy and our Labels Payments Policy. When appropriate and permitted by law, Labels 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. Read more about how Labels search works, and what factors impact search ranking, and how you can help optimize your listings and shop hereand in The Ultimate Guide to Labels Search.

In addition, we may limit the visibility of listings or ads in the interest of keeping Labels 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 Labels Services. While these listings or ads may have limited visibility, they are still discoverable in search.

If Labels 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 or suspend or terminate your account (and any accounts Labels determines is related to your account) and your access to the Services. Sellers in the European Union can see more information here. Generally, Labels 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.

d. Seller Protection

Labels also provides limited protection to sellers. If your items are delivered by us we are responsible if we break it on the way to be delivered. We will refund you any damages caused during delivery powered by us Labels Instadelivery. Once in the hands of the buyers you are responsible.