1. Scope and seller responsibility

This policy applies to applicants, invited sellers, store owners, staff, agents, and anyone operating a seller account.

A seller is responsible for every action taken through the seller account, including actions by employees, contractors, agencies, fulfillment partners, photographers, catalog managers, and other authorized users. The seller must ensure those persons understand and follow Indovia policies. Internal delegation does not transfer responsibility to Indovia.

Sellers remain responsible for the legality, safety, authenticity, quality, labeling, packaging, export readiness, tax position, intellectual-property status, and fulfillment of their products. Indovia provides marketplace technology, curation, records, payment and shipping integrations, communication, support, and administrative controls. Review or publication of a listing does not mean Indovia manufactured, certified, endorsed, tested, or assumed legal responsibility for the product.

This Seller Policy works with the Terms of Service, Shipping Policy, Payment Policy, Return, Complaint & Resolution Policy, Privacy Policy, onboarding requirements, category rules, listing instructions, and order-specific records. The stricter applicable requirement controls where a regulated product, destination country, payment provider, or carrier imposes additional conditions.

2. Invitation, application, and verification

Seller access is curated to support a credible Indonesian export catalog.

Public self-registration does not create an automatic seller account. Indovia may issue invitation credentials or an approved onboarding path after assessing marketplace fit. Indovia can request the legal or trading name, responsible person, contact information, business registration, tax information, production location, product origin, bank account, beneficial ownership, identity documents, certifications, licenses, export records, product samples, or other information reasonably connected with trust and compliance.

Information must be accurate, current, legible, unaltered, and consistent across the store profile, bank data, identity records, product claims, invoices, and shipping origin. Sellers must promptly update material changes such as ownership, legal name, responsible person, address, bank account, production site, regulatory status, or business closure. Indovia may require re-verification after a change or unusual activity.

Indovia may accept, defer, reject, restrict, suspend, or revoke seller access at its discretion subject to applicable law. Reasons can include incomplete information, unsupported product categories, inconsistent documents, sanctions or fraud risk, unsafe products, poor data quality, inadequate export readiness, previous enforcement, duplicate accounts, or capacity concerns. Indovia is not required to disclose confidential risk signals or third-party security methods.

3. Account ownership and security

A seller account must represent the verified business and remain under controlled access.

Sellers must use accurate account details, protect passwords and email access, limit dashboard access to authorized persons, sign out from shared devices, and report suspected compromise promptly. Credentials, invitation codes, verification links, and session access may not be sold, transferred, leased, or shared with unrelated parties.

Sellers must not create duplicate stores to evade restrictions, manipulate exposure, separate complaints, recycle prohibited listings, or hide common ownership. Multiple brands or operational entities require prior Indovia approval where their relationship could affect buyer understanding, finance, tax, compliance, or enforcement.

Indovia may require password reset, additional authentication, identity confirmation, document review, device verification, or temporary access restriction after unusual login activity, significant profile changes, suspected phishing, data export, payment-risk signals, or another security concern.

4. Store identity and public presentation

A premium store profile must be truthful, coherent, and safe for public display.

The store name, logo, banner, story, location, business description, production claims, certifications, and category identity must represent the verified seller. A seller may not impersonate another business, use a confusingly similar brand, imply government or Indovia endorsement, present wholesale scale that does not exist, or claim heritage, community, sustainability, social impact, certification, or geographic origin without reasonable support.

Public store content must not expose private phone numbers, WhatsApp details, personal email, bank information, private addresses, identity documents, QR codes, external payment instructions, or links intended to move a buyer outside Indovia. Indovia may remove or mask contact details even when they appear inside images, product packaging photographs, PDF files, watermarks, descriptions, FAQ answers, seller policy, or store story.

Store FAQ, seller policy, and store story should be readable, relevant, and properly formatted. They must not contradict Indovia policies, create false guarantees, impose hidden fees, waive mandatory buyer rights, or redirect complaints away from the order support flow. Seller-specific terms can add useful operational information but cannot reduce rights or controls established by Indovia.

5. Product listing standard

Each listing must allow a global buyer to understand what is offered without private clarification.

Product titles should identify the actual item and important differentiators without keyword stuffing, unsupported superlatives, irrelevant brands, contact information, or promotional noise. Descriptions must explain material, construction, size, quantity, variation, intended use, country of origin, included and excluded items, care, safety, compatibility, production or handling expectations, and any material limitation.

Images must be clear, owned or lawfully licensed, and representative. The primary image should show the product without misleading collage, contact overlay, price claim, unrelated object, or false scale. Gallery images should use separate frames where useful. Variation-specific images should match the variation. Sellers should not reuse a competitor's images, reviews, certification marks, or packaging without authorization.

Price, stock, SKU, weight, dimensions, variation attributes, variation image, variation weight or dimensions where supported, shipping class, origin, category, and status must remain accurate. Sellers should save drafts while preparing complex products and verify every variation before publication. Products must not be duplicated merely to gain search exposure or hide poor performance.

• Describe the exact quantity and unit sold.
• Use measurements and specifications appropriate for international buyers.
• Disclose natural variation, handmade characteristics, allergens, care limits, or compatibility conditions where material.
• Keep inventory synchronized and unpublish unavailable products when fulfillment is uncertain.
• Correct material errors immediately and notify Indovia if paid orders may be affected.

6. Prohibited, restricted, and unsafe products

Sellers must confirm that a product can lawfully be listed, exported from Indonesia, transported, and imported into intended destinations.

Products may not be illegal, stolen, counterfeit, infringing, recalled, materially unsafe, fraudulently labeled, or sold without required authorization. Indovia may prohibit or restrict weapons, controlled substances, dangerous chemicals, illegal wildlife or protected-species products, human remains, exploitative content, hate material, unauthorized medicines or medical claims, unsafe food, certain alcohol or tobacco products, sanctions-restricted goods, privacy-invasive devices, and other high-risk categories.

Regulated items require all licenses, registrations, export reports, labels, ingredient information, warnings, certificates, export permissions, and destination approvals applicable to the product and claim. A seller must not describe a product as therapeutic, organic, halal, sustainable, fair trade, child-safe, food-safe, certified, patented, licensed, antique, or authentic unless the seller can substantiate the representation.

Indovia may request documentation, remove a listing, block a destination, cancel an affected transaction, notify relevant providers or authorities, preserve records, or suspend the seller. Indovia can take precautionary action before a final determination where potential harm, legal exposure, counterfeit risk, or evidence destruction would make delay unreasonable.

7. Paid orders and fulfillment

A seller should act only on a valid order record and must fulfill the exact paid order.

Sellers should confirm that the order is paid and actionable in the seller console before dispatch. A public sales count, buyer message, screenshot, email, or payment claim outside the dashboard is not a substitute for the canonical order record. Failed, cancelled, unpaid, draft, export, or refunded orders must not be treated as completed sales.

The seller must prepare the correct product, variation, quantity, quality, included components, and documentation. Substitution requires an authorized order change or buyer agreement preserved through Indovia and must not reduce value or bypass checkout. If stock, production, compliance, or shipping prevents fulfillment, the seller must report the issue promptly rather than upload false tracking or delay without explanation.

Packaging must be suitable for product fragility, weight, moisture, leakage, temperature sensitivity, tampering risk, and international handling. Sellers are responsible for lawful export documentation and accurate shipment contents. A seller must not under-declare, misdescribe, conceal, split, or relabel goods to evade customs, tax, carrier, safety, or sanctions controls.

8. Shipping, courier selection, and tracking

Courier data must match the service actually used and the amount recorded for the order.

Indovia authorizes POS EMS, POS EKSPOR, and DHL where an eligible rate is available. Sellers must maintain a correct Indonesian origin and accurate product weight and dimensions. DHL availability depends on a supported destination, complete address, and valid postal code. Sellers must not promise DHL or another service when checkout cannot return an eligible quote.

If an operational problem requires a courier change, the seller must use the authorized seller-console workflow where available. The replacement courier must be an active Indovia option, affected shipping values must be recalculated through the connected rate authority, and the tracking number must correspond to the selected courier. Sellers may not change only the text label while keeping an unrelated amount or tracking record.

Tracking must be genuine, readable, linked to the order, and submitted promptly after carrier acceptance. Sellers should retain carrier receipts, package weight, service, date, destination, and tracking evidence. Recycled, unrelated, pre-generated, false, or invalid tracking can result in payout hold, cancellation, refund review, or account restriction.

9. Buyer communication and privacy

Communication should solve product and order questions without creating private sales channels or exposing personal data.

Sellers must use Indovia product Q&A, chat, order notes, support, and complaint tools for marketplace communication. They must respond professionally, provide accurate updates, and distinguish between informal guidance and binding product information. Sellers may not harass, discriminate, threaten, pressure, mislead, or retaliate against a buyer for asking questions, leaving an honest review, or opening a complaint.

Buyer names, addresses, phone details, order history, messages, and other personal data may be used only for fulfillment, support, legal compliance, fraud prevention, and other purposes allowed by Indovia policy and applicable law. Sellers may not add buyers to marketing lists without a lawful basis, contact them through private channels for unrelated promotion, sell or share their data, or retain sensitive data longer than reasonably needed.

No seller may request off-platform payment, send bank or wallet details, direct buyers to WhatsApp or personal email, insert contact cards in parcels for bypass transactions, or condition support on leaving Indovia. Necessary carrier communication does not authorize broader private marketing or negotiation.

10. Complaints, returns, and refunds

Sellers must cooperate with evidence-led resolution and preserve the order record.

When a complaint opens, the seller should review the exact order, listing, variation, messages, packaging evidence, tracking, and buyer claim. The seller should reply in the authorized case with factual information and relevant evidence. Arguments, duplicate tickets, private pressure, retaliatory review behavior, or requests to close the case before a solution are prohibited.

Indovia may hold product funds while a complaint remains open. The hold is not a presumption of seller fault. Depending on facts, the seller may be asked to provide clarification, replacement options, return instructions, carrier documents, inspection results, or a refund response. Sellers must not provide a private return address or require an untracked return outside the approved flow when Indovia instructions apply.

Refunds and adjustments must be reflected in canonical order and finance records. A seller may not mark a private payment as a refund, ask the buyer to accept store credit instead of an approved remedy, or claim a refund is complete before the payment and order records confirm it. Seller balances may be adjusted for refunds, reversals, chargebacks, shipping reconciliation, or other verified order corrections.

11. Seller finance, payouts, and marketplace metrics

Seller-facing finance is recorded in IDR and follows payment, fulfillment, complaint, refund, and verification controls.

Product funds can be pending, held, available, requested, processing, paid, rejected, or adjusted depending on order and account conditions. Shipping-related operational amounts may follow separate eligibility and reconciliation states. A dashboard value is not a bank deposit and does not create a right to immediate payout until the required status and verification conditions are satisfied.

Indovia may delay or reject a payout request when bank information is unverified, the account is restricted, a complaint or refund is active, transaction evidence is incomplete, the balance requires reconciliation, fraud or sanctions review is underway, or law and provider rules require additional checks. Sellers must not open duplicate withdrawal requests or attempt to route funds through another seller account.

Sales counts, ratings, response indicators, and other marketplace metrics must arise from genuine activity. Sellers may not buy their own products to manipulate history, create export orders that appear public, exchange incentives for misleading reviews, suppress genuine complaints, coordinate fake engagement, or exploit duplicate accounts. Indovia may recalculate metrics when orders are refunded, cancelled, invalid, internal, or otherwise ineligible.

12. Performance review and enforcement

Indovia uses proportionate controls to protect buyers, reliable sellers, and marketplace integrity.

Indovia may consider listing accuracy, cancellation, fulfillment, tracking quality, complaint patterns, refund rates, buyer feedback, response quality, shipping data, identity consistency, policy history, product risk, payment behavior, and attempts to bypass the platform. Metrics are interpreted in context and do not create an automatic right to a particular ranking or sanction.

Available action includes education, warning, required correction, listing hold or removal, category limitation, destination restriction, message or feature limitation, order review, fund hold, refund or adjustment, store visibility reduction, temporary suspension, termination, and preservation or disclosure of records. Severe fraud, counterfeit, safety, privacy, illegal-product, sanctions, malware, or payment-bypass concerns may justify immediate restriction.

A seller may appeal through the specified support channel by identifying the decision, factual error, policy issue, and material new evidence. Indovia may maintain action necessary to protect users while the appeal is reviewed. Repeated appeals without new information, abusive messages, or attempts to evade enforcement through another account can result in further restriction.