Seller rules & regulations

You may read a detailed selling rules on the confirmation page: https://www.z2u.com/sellrule

Basic Rules

1. Transaction Responsibilities and Order Management

1.1 Sellers must fulfill orders based on the delivery method selected by the buyer and within the specified delivery time. Sellers should also log in regularly to ensure their account is online, as this increases buyer engagement.

1.2 The seller must strictly follow the delivery method agreed upon the order to complete the delivery. Any change must obtain the buyer's explicit consent, otherwise, it will be considered as the seller's violation. If the delivery method needs to be changed due to force majeure or special reasons (for example: the original delivery method cannot be processed), the seller must fully communicate with the buyer through the chat system of the Z2U platform and obtain the buyer's explicit written consent. The seller shall not change the delivery method without the buyer's consent.

1.3 Sellers must also ensure that their listed inventory matches their actual stock. For example, if the inventory is set to 1,000 coins, the seller must be able to provide 1,000 coins upon receiving an order.

1.4 If a seller fails to process a new order within 24 hours, the Z2U system will automatically cancel the order and refund the buyer's Z2U credits balance Additionally, the seller will face penalties for delayed order processing.

1.5 Sellers are not allowed to cancel orders without a valid reason. If an order is canceled due to the seller's fault, the seller must provide additional compensation to the buyer.

2. Transaction Evidence and Dispute Resolution

2.1 Sellers must retain and upload evidence of each transaction, including pre- and post-transaction screenshots or videos. For delivery proof requirements for different types of goods, please refer to: Order delivery proof requirements .

2.2 Up to 10 screenshots can be uploaded per transaction. If video evidence is provided, it must include the order number and be sent to the Z2U team via email. Sellers must retain transaction videos for at least six months to assist in dispute resolution if necessary.

2.3 When after-sales disputes occur, sellers are required to actively assist buyers in resolving the matter. If a resolution cannot be reached, sellers must provide the necessary delivery evidence to allow Z2U to intervene and handle the dispute. Failure to properly handle disputes or respond promptly may result in penalties, including order refunds, fines, or suspension of selling privileges. For more details, refer to Z2UProtection.

3. Communication Rules and Prohibition of Private Transactions

3.1 All communication and correspondence between the seller and the buyer must be done through the Z2U Chat System.

3.2 Sellers are prohibited from using in-game chat or personal communication tools (e.g., WhatsApp, Facebook Messenger, Skype, Telegram, Discord) for buyer contact. Private communication will be treated as Offsite trading(whether trades happened or not), and such records will not be accepted as evidence for disputes or claims.

3.3 Sellers are strictly forbidden from offering private trading to buyers. Violations will result in the permanent suspension of the seller's account.

3.4 Sellers must maintain polite and professional communication with buyers. Any form of harassment or threatening language is strictly prohibited. If buyers violate platform policies, sellers are encouraged to report such incidents promptly.

4. Store and Product Management

4.1 Sellers must ensure that all products are listed under the correct service category, match their descriptions, and that all orders are fulfilled accurately.

4.2 Sellers are prohibited from selling products obtained through illegal means (e.g., hacking, theft, or unauthorized cracking), especially accounts or membership-related items.

4.3 Sellers must provide full account details (including login credentials, email access, and any other information critical to account security) and guarantee warranty coverage for the product (e.g., a one-month membership must include a one-month warranty). Non-compliance will result in fines, product bans, or permanent account suspension.

4.4 The product information submitted by the seller must be consistent with the actual delivery method to avoid disputes caused by inconsistent information or service mismatches. The detailed information of the delivery method should be clearly listed in the product description to ensure that the buyer is fully informed before placing an order.

If the product contains multiple delivery methods, the seller must list the corresponding product with different delivery methods following the platform regulations. Multiple delivery method options shall not be directly provided in the product description of a single delivery method. (If the seller needs to add a delivery method for the product listing, please contact the Z2U service team.)

4.5 Each seller is allowed to operate only one active store on Z2U. Registering multiple accounts to manipulate sales (e.g., fake reviews, maliciously consuming competitor inventory, duplicate stores) is strictly prohibited. Violations will result in severe penalties, including permanent account suspension.

4.6 The platform has separate rules for certain special types of products and delivery methods. For instructions on shared accounts, please see: Z2U platform regulations on selling shared accounts

5. Platform Audits and Penalties

The Z2U Merchant Services Team will regularly review seller performance, including sales, dispute rates, and negative feedback.

If a seller's actions lead to frequent complaints or poor reviews (e.g., product quality issues, failure to deliver services as promised, false delivery claims, or discrepancies between product descriptions and delivered items), Z2U will impose penalties after verification. Penalties may include adjustments to seller fees, increased insurance rates, fines, product bans, or permanent account suspension.

Offsite Trading

Z2U takes very seriously on the trade practices conducted at our marketplace. While it is a rare occurrence, it has been reported on occasion where honest users are harmed by fraudulent actions/intentions of hoodwinkers. Trade conducted and completed within the Z2U platform ensures that the order has gone through Z2UProtection's verification checks and cleared appropriate protocols. Offsite trade will not receive any assurance from Z2U either in mediation or indemnification as we are not liable for the actions of individuals taken outside of our trading platform.

We have enacted a policy for sellers currently to demonstrate a solid stance against soliciting offsite trade. Even if the intentions are pure, things can still go wrong, and therefore these proactive steps are being taken to ensure the safety of our honest users. If a seller is caught embezzling traffic from Z2U to complete trade offsite, their accounts will be suspended. If a buyer, or seller tries to lure you to engage in offsite trading activities, please report it to us immediately. You may after all, save yourself and others from being unnecessarily affected by fraudulent activity.

For more details of offsite trading limitation, please read on this page: Why does Z2U strictly prohibits any form of offsite trading?

False Delivery

Z2U also attaches importance to the authenticity of transactions. While ensuring the safety of tradings between buyers and sellers, Z2U will strictly supervise the seller's delivery process to ensure that every delivery operation of the seller is true.

For false delivery, Z2U will impose a fine on the seller's account (depending on the severity of the situation). And the highest level of account banning rules are implemented:

- False delivery less than 2 orders, the account will be suspended for 1 month, and other punishment will be the same as "1st Offense" below.

- If you have over 2 orders or the total amount exceeds 50 USD been confirmed as false delivery, the store will be permanently suspended and all income and deposits of the store will be locked. And Z2U will impose a fine not less than 5-10 times of the related order income.

- If the amount of false delivery exceeds 200 USD, in addition to the above penalties, Z2U reserves the right to pursue legal liabilities against the seller in accordance with relevant laws or regulations.

Seller's Offense

1st Offense

- Your Z2U account will be suspended temporarily (remove listings, disable payment withdrawal and selling permission, cancel any pending payments) .

- You may contact Z2U via Merchantservice@Z2U.com and produce a formal written appeal for your case. Our respective management shall review the case before deciding on the outcome.

- A penalty of USD150* is to be paid directly to us via specific payment gateways or deducted directly from seller's available balance, prior to the release of the account.

- Any partial delivery made will be deducted and a full refund shall be issued to the buyer.

*subject to change

2nd Offense

- Your Z2U account will be suspended permanently.

- Your entire account and its contents will be revoked (including any available funds in the account).

Buyer's Protection

1. Buyer should not accept or agree to any offsite trade and personal offers provided by the sellers. Protect yourself from falling victim to scam.

2. Trade conducted offsite will not receive support from Z2U either in mediation or compensation, as we are not responsible for the actions of individuals taken outside of our trading platform.

3. Report to us immediately if you encounter any sellers break the rules. If the report comes with sufficient proof and the perpetrator is penalized, you will be rewarded for your efforts.