Seller Penalties

MitchCactus may apply penalties when sellers fail to follow our Seller Rules, listing requirements, or marketplace standards.

Penalties are designed to protect buyers and discourage repeated or serious rule violations.

⚠️ There is no single fixed penalty amount for every violation. The outcome may depend on the severity of the issue, order value, seller history, and whether the behaviour has happened before.

What Can Result in a Penalty?

Common reasons include:

Order & Delivery Issues

• Delivering an account or product that doesn't work
• Delivering something materially different from the listing
• Missing the guaranteed delivery timeframe
• Advertising Instant Delivery when the product cannot actually be delivered instantly
• Failing to provide required account access or information

Communication & Behaviour

• Failing to respond to a buyer's issue
• Poor or unprofessional communication
• Arguing with, pressuring, insulting, or threatening customers
• Refusing to reasonably cooperate with an order resolution

Listing Violations

• False or misleading keywords
• Misleading titles, descriptions, attributes, or tags
• Duplicate offers
• Listing products in incorrect categories
• Other attempts to manipulate marketplace visibility

Reviews & Feedback

• Offering money, discounts, free products, or other benefits in exchange for changing or removing negative feedback
• Pressuring or threatening buyers over reviews
• Attempting to manipulate seller ratings or feedback

Repeated Rule Breaking

Repeated violations can result in increasingly serious action, even where each individual issue may have originally been minor.

What Types of Penalties Can Apply?

Depending on the circumstances, MitchCactus may:

• Issue a formal warning
• Apply a financial penalty to your seller balance
• Apply a penalty calculated partly from the value of the affected order
• Remove or restrict listings
• Reduce offer visibility or affect seller performance metrics
• Temporarily hold seller funds while an issue is investigated
• Temporarily suspend the seller account
• Permanently remove a seller from the marketplace

More serious misconduct, fraud, or repeated violations may result in stronger action immediately.

How Are Financial Penalties Determined?

Financial penalties may be fixed or variable depending on the violation.

For certain order-related issues, the amount may scale with the value of the affected order rather than using the same amount for every transaction.

We may also consider:

• Severity of the violation
• Impact on the buyer
• Order value
• Previous warnings or penalties
• Frequency of similar incidents
• Whether the behaviour appears accidental or deliberate

Any applicable penalty will be communicated to the seller when it is applied.

How to Avoid Penalties

The simplest way to avoid penalties is to:

• Keep listings accurate
• Only advertise delivery times you can meet
• Test account credentials before listing or delivery
• Respond promptly when buyers report issues
• Keep communication professional
• Use accurate keywords and categories
• Resolve genuine problems quickly
• Never manipulate reviews or marketplace systems
• Follow the General Seller Rules and any category-specific rules

Can I Appeal a Penalty?

If you believe a penalty was applied incorrectly, contact MitchCactus Support and provide:

• The relevant order or listing
• A clear explanation of what happened
• Any screenshots, messages, or other supporting evidence

Our team can review the decision and make adjustments where appropriate.

Repeatedly disputing valid penalties without new information will not change the outcome.

Updated on: 20/10/2026