At The Oblist, maintaining high standards for customer service is crucial. In certain cases, penalties may be applied to sales if sellers fail to meet agreed-upon standards or policies. Here’s why penalties can occur and how to avoid them:
1. Common Reasons for Penalties
Missed Shipping Deadlines:
Orders not shipped within the specified timeframe can result in penalties to cover customer inconvenience.
Incorrect Product Information:
If a product arrives and does not match its description, dimensions, or materials listed, a penalty may be applied.
Order Cancellation:
Canceling an order after it has been placed due to out-of-stock items or other reasons can lead to a penalty, as it affects customer satisfaction.
Order rejection:
rejecting a paid order — for any reason (out of stock, sold elsewhere, damaged, etc.) — is reviewed and may incur a penalty, as the customer had already paid.Missed shipping deadlines:
orders not shipped within your promised lead time (we use the upper bound of your delivery window).Incorrect product information: an item not matching its description/dimensions/materials.
2. How Are Penalties Determined?
Every penalty is reviewed case by case by The Oblist before being applied. Amounts depend on the severity and impact on the customer, typically €20 to €150 (VAT included where applicable). In a dispute, our team investigates before applying anything.
Penalty amounts are calculated based on the severity of the issue and its impact on the customer experience.
In cases of disputes, The Oblist’s team will investigate thoroughly before applying any penalty.
3. How to Avoid Penalties
Accurate Product Listings:
Ensure all descriptions, dimensions, and materials are correct to avoid customer complaints.
Timely Shipping:
Adhere to shipping timelines, especially for made-to-order items.
Inventory Management:
Regularly update stock levels in your seller dashboard to prevent overselling or order cancellations.
Proactive Communication:
Inform The Oblist immediately if any issues arise that could delay or impact an order.
4. What to Do If You Receive a Penalty
Check Your Dashboard:
Details of the penalty will be sent by e-mail.
Contact Support:
If you believe the penalty was applied in error, contact The Oblist support team at vendors@oblist.com with relevant details.
5. How penalties are charged
Once a penalty is confirmed, it is collected in one of these ways:
Card on file — automatically charged to the card linked to your subscription.
Secure payment link — if no card can be charged, you receive an email with a link to pay online.
Deducted from your next payout — shown as a line on your platform statement.
Manual invoice — as a last resort, our team invoices you directly. You can always see your penalties and their status (To pay / Paid / Waived) in Dashboard → Payments.
6. What to do if you receive one?
The penalty appears in Dashboard → Payments with a detail page (amount, reason, VAT, how to pay).
You'll also receive an email explaining the situation and how to settle it.
If you think it's a mistake, reply to the info request in your dashboard or contact vendors@oblist.com — a penalty can be waived at any time before it's paid.