Seller Performance and Accountability Policies
Understanding our policies
These policies provide guidance for how sellers using onsite checkout on Facebook commerce surfaces should fulfill and ship orders. These policies also help sellers understand what type of support is expected after a buyer has made a purchase on Facebook, and how to communicate with buyers in case they request a refund or something doesn't go as planned.
Failure to comply with these policies may lead to various consequences, including but not limited to account restrictions, cancellation of orders, ranking changes, removal of the product, or refunds at a loss to the seller. Facebook reserves the right to issue refunds where required by applicable law. Decisions on buyers claims are governed by these policies and the Purchase Protection Policies, and are made in Facebook's sole discretion.
For the purposes of this policy, where specified, an individual seller refers to someone selling through a personal profile.
Note, in the United Kingdom, these policies do not apply to Facebook Shops using onsite checkout.
Selling with Onsite Checkout
Sellers must provide accurate shipping and handling windows for all products and orders. Sellers must provide valid tracking information for all orders and orders must be received by the buyer within the delivery window (handling time + shipping time) listed by the seller in the product description page.
Once confirmed, sellers must fulfill orders within the allotted time frame or the order may be automatically canceled by Facebook. Orders with handling times of less than 30 days must be fulfilled within 30 days. Orders with handling times of 30 days or more must be fulfilled by the estimated delivery date.
If an individual seller has not fulfilled an order within 7 days from the date of the purchase, that order will be automatically canceled by Facebook.
If you ship products, you must meet performance standards for order fulfillment including order tracking, shipping, and delivery, as notified by Facebook. These performance standards are determined in Facebook's sole discretion.
Support & Refunds
Buyers must first contact the seller to try to resolve purchase issues.
If a buyer requests a refund or has an issue with their purchase, the seller has 2 business days to respond to the buyer and attempt to resolve the buyer's issue. If the seller has not responded or resolved the issue after 2 business days, the buyer may make a claim directly to Facebook. Keep in mind that decisions on buyer claims are made in Facebook's sole discretion.
Sellers must comply with applicable local laws regarding returns. Where no laws exist, sellers must, at a minimum, accept returns of products in the same condition as they were received and returned within the timeframe specified by the seller in the product listing for that purchase. The timeframe specified for returns must match the return category selected for the product listing. The return timeframe begins from the delivery date. Refunds must be issued within 2 business days from when the seller receives the returned items.
Sellers must provide a return shipping label to buyers when accepting a return request from a buyer. Sellers may deduct the cost of the return label from a buyer’s refund.
Appealing a Buyer Dispute or Claim
When a buyer is dissatisfied with a delivered product or a seller's conduct during the shipping and fulfillment process, they can raise the issue with Facebook as a dispute or claim. Examples of such situations can be found in our Purchase Protection Policies.
As determined in Facebook's sole discretion, buyer disputes/claims meeting the criteria in our Purchase Protection Policies will be refunded at the expense of the seller. In some situations, Facebook may offer a partial refund, otherwise the refunded amount will include the full price of the item, tax, and shipping fees.
Facebook will notify a seller when a refund has been issued at the expense of the seller. The refund is deducted from a seller's pending payout. Sellers wanting to appeal a refund must do so within 10 calendar days of the notice of the issued refund. Resolution of disputes/claims are made in Facebook's sole discretion. Decisions about appeals are final and cannot be contested. If an appeal is decided in the seller's favor, the appealed amount will be refunded to the seller at a loss to Facebook.
Sellers are encouraged to submit information with their appeal that may help Facebook determine whether the seller or buyer is at fault.
Fees & Chargebacks
Sellers will be charged a fee of 5 percent per transaction, with a minimum fee of $0.40 ("Selling Fee"). With respect to goods, the sale of a good or goods which are shipped together are a “transaction” for the purpose of this section. The Selling Fee will be calculated based on the entire amount of the transaction (including the sale price(s) of good(s), any shipping fees and Applicable Taxes). Sellers will also be charged a fee of $20 per chargeback, which will be waived upon successful representment provided that you are compliant with the Commerce Product Merchant Agreement and all applicable laws and policies. If you are a resident of or have your principal place of business in Brazil and you use a Seller Commerce Feature, the payment processor we have selected, Cielo S.A., charges a fee of 3.99% per transaction.
A chargeback occurs when a buyer contacts their debit or credit card issuer to dispute a transaction with the seller. A buyer may file a chargeback for many reasons, such as an incorrect or unauthorized transaction on their card, not receiving the items they purchased, or being dissatisfied with the purchase but not being able to resolve the matter directly with the seller.
When a buyer files a chargeback, Facebook will notify the seller and put a hold on the seller's account for the transaction amount and a $20 chargeback fee until the chargeback has been resolved. Facebook will review chargebacks and cover the cost of chargebacks that we determine to be related to a fraudulent payment, such as unauthorized purchases resulting from theft of credit card or account information. Sellers bear the risk of loss associated with all other chargebacks. Learn more on how to review chargebacks on Facebook.
Responding to a Chargeback
Sellers have 10 calendar days to respond to a chargeback and submit evidence against the buyer's claim. The card issuer, not Facebook, will review the evidence and make a decision in favor of the buyer or seller.
If the card issuer decides in the seller's favor, the transaction amount and a $20 chargeback fee will be released back to the seller's account with no additional fees. However, if the card issuer decides in the buyer's favor or the seller fails to respond to chargeback within 10 calendar days, the transaction amount and a $20 chargeback fee will be deducted from the seller's account balance.
Facebook will not consider Purchase Protection claims from buyers who have received a refund as a result of a successful chargeback. Facebook may conduct additional investigations into seller accounts that face multiple chargeback claims, and may take additional action to restrict the seller's account. Facebook may also disable payments or take additional action to restrict the account of buyers who file fraudulent chargebacks.
Payment Disputes with Facebook
Sellers have 90 calendar days to contact Facebook regarding payment disputes or issues. Any disputes or issues not raised within this time-period will be permanently waived.