Seller Policy

This Seller Policy (the “Policy”) forms part of, and is incorporated into, the Managem Terms & Conditions (the “Terms”). If there is any inconsistency between this Policy and the Terms, the Terms prevail. Capitalised terms not defined here have the meanings given in the Terms.

1. Scope & relationship to other documents

This Policy sets the rules for selling on Managem and applies to all seller accounts (individual and business). It sits alongside the Terms, the Grading & Condition Policy, Buyer Policy, Counterfeit & Authenticity Policy and Privacy Policy.

2. Eligibility, onboarding & account security

2.1 Who may sell. You must be 18 or over and resident in the United Kingdom or the Channel Islands to open a seller account.
2.2 Who may buy. Sales via Managem are to UK delivery addresses only.
2.3 Business vs private sellers. If you act in the course of business, you must identify your account as a Business Seller and comply with consumer cancellation rights in §7.
2.4 Onboarding & payouts. Sellers must complete Stripe Connect (Express) onboarding (including any KYC checks). Managem does not receive copies of your KYC documents from Stripe; we receive verification status and limited identifiers necessary to operate your account. See the Privacy Policy.
2.5 Account security. Keep your credentials secure; you are responsible for activities under your account.

3. What you may sell (and what you may not)

3.1 Permitted items. Individual trading cards (including graded) and sealed trading‑card products. No bundles/lots of separate items. Multi‑quantity listings for the same item are allowed.
3.2 Prohibited items. Counterfeits and replicas/proxies; stolen goods; digital codes; pre‑orders; misgraded items; any item that violates law or third‑party rights; mystery packs; and trading supplies (e.g., toploaders, sleeves).
3.3 Physical possession required. List only items you physically hold and can dispatch within the timeframes below. Drop‑shipping is prohibited.

4. Listings: accuracy, photos & disclosures

4.1 Accuracy. Title, set/printing, language, quantity and condition must be accurate at the time of listing. If the item changes, update or end the listing immediately.
4.2 Condition. Use Managem’s Grading & Condition Policy. When in doubt, grade conservatively.
4.3 Photos. For any listing priced £20 or more, you must upload clear, well‑lit photos of the actual item (front and back). No cap on photos. For graded cards, the certificate number must be entered in the listing and be visible in the photos.
4.4 Mandatory disclosures. Disclose signatures (and any COA), alterations, language/edition, foil variant, known factory anomalies (miscuts/crimps/misprints) and any noticeable odours/contaminants.
4.5 Price errors. Where a listing contains an obvious pricing error, Managem may permit the seller to cancel the order. We will consider the circumstances (e.g., typographical error that a reasonable buyer would recognise as a mistake).

5. Pricing & order integrity

5.1 Price integrity. Do not cancel or seek additional payment because of market price movements after an order is placed.
5.2 Fee avoidance. Off‑platform solicitation or payment for listed items is prohibited.
5.3 No false scarcity or bait‑and‑switch.

6. Shipping, dispatch & delivery evidence

6.1 Dispatch time. Dispatch within 3 Business Days unless your listing states otherwise—and in any event within 30 days of order.
6.2 Tracked only. Upload a trackable reference viewable online.
6.3 Supported carriers. Royal Mail (recommended), Evri, DHL Express, DPD, UPS, Parcelforce, FedEx, Yodel and InPost (list subject to periodic update in the Help Centre).
6.4 Packaging standard (minimum). Card: sleeve → toploader → (team bag if needed) → rigid mailer/box. Prevent movement; do not tape directly onto toploaders. Sealed product: sufficient bubble‑wrap and a double‑wall cardboard box (corner protection recommended).
6.5 Signature on delivery. For orders valued £150 or more, use a signature‑on‑delivery service.
6.6 No “safe‑place” deliveries. Sellers must not authorise generic safe‑place delivery. If the buyer will be absent, use a recognised pickup point/parcel shop.
6.7 Risk transfer. Risk passes only on physical receipt by the buyer or their nominated person. Courier‑selected or unrequested “safe places” do not transfer risk.
6.8 Evidence. Keep and provide on request: full tracking history, delivery photo, signature (if available) and GPS/geo‑scan data.

Territory & cross‑border note (Channel Islands). Sellers in the Channel Islands may sell to UK delivery addresses under this Policy. You must comply with any customs/VAT rules applicable to Channel Islands shipments into the UK; Managem may provide additional VAT instructions for low‑value consignments (see §11).

7. Cases: cancellations, returns & disputes

Nothing in this section limits a consumer’s statutory rights.

7.1 Change‑of‑mind (Business Seller → consumer).
a) Cancellation period. Consumers may cancel within 14 days from the day after delivery.
b) How to cancel. Use the platform’s “Request Return/Cancel” flow or contact Support. A Model Cancellation Form is provided in the Help Centre.
c) Return. The consumer must return the item within 14 days of cancellation.
d) Return costs. For change‑of‑mind returns, the buyer pays return postage (unless the seller agrees otherwise).
e) Refund timing & amount. The seller must refund within 14 days of receiving the goods back or proof of posting, whichever is earlier. The refund includes the outbound standard delivery cost (if any). Where the buyer chose a premium delivery method, only the standard outbound cost is refundable.
f) Diminished value. Sellers may deduct for any handling beyond inspection that causes a diminution in value, with evidence.

7.2 Faulty or not as described (SNAD). Buyers should contact the seller within 30 days of delivery via the case system. This internal window does not affect statutory remedies under the Consumer Rights Act 2015 (e.g., short‑term right to reject within 30 days for faulty goods; thereafter repair/replace, with refund if unsuccessful).
7.3 Return labels for faults. For SNAD/faulty items, the seller issues the return label.
7.4 Missing / not received. If tracking shows no delivery, resolve or refund. If tracking shows Delivered, the seller must cooperate in reasonable evidence checks (scan detail, signature, delivery photo/geo).
7.5 Counterfeits. If a counterfeit is alleged, the buyer should open a SNAD case and return the item to the seller for a full refund. If the parties cannot resolve the case, the buyer may send the item to Managem for a final assessment. Managem may suspend involved accounts during review.
7.6 Restocking fees. Not permitted for consumer cancellations.
7.7 Pre‑dispatch cancellations. If the buyer cancels before dispatch, issue a full refund.

8. Transfers, payouts, chargebacks & set‑off

8.1 Transfer trigger. We instruct Stripe to transfer buyer funds to your Stripe balance 3 days after the buyer marks the order as “Delivered” (the cool‑off period), provided no dispute/refund is opened in that window.
8.2 Manual payout. Sellers must initiate payout manually from Balance → Withdraw. Minimum payout: £10.
8.3 No rolling reserves. Managem does not apply a standing reserve.
8.4 Chargebacks & fees. You authorise set‑off/net‑settlement against current/future payouts for refunds, chargebacks and fees. Per‑chargeback processing fees are borne by the seller.
8.5 Fraud/illegality. We may delay or reverse a specific order’s transfer if required to manage a refund/chargeback, suspected fraud or legal obligation.
8.6 Payments status. Stripe provides payment services; Managem does not hold client money.

9. Communications & conduct

Respond to buyer messages and Managem Support within 5 Business Days (holiday periods may extend this). Keep communications on‑platform; do not share personal contact details. Be professional—no harassment, abusive language, discrimination or spam.

10. Performance standards & enforcement

10.1 Operational metrics (rolling 30–60 days).

Late dispatch rate: > 5%

Missing/invalid tracking: > 5%

SNAD rate: > 1.5%

Order defect rate (INR + SNAD + cancellations): > 2%

Message response SLA: < 90% answered within 5 Business Days

Over‑grading rate: threshold as published in the Help Centre.

10.2 Enforcement ladder. Warning → listing restrictions → payout holds on the affected order(s) → suspension → termination. We consider context (volume, first‑time issues, corrective actions).

10.3 Grounds for restriction/suspension/termination. Counterfeits, significantly not‑as‑described rates, prohibited items, fee‑evasion, repeated late dispatch, fraud/safety/illegality, or material breaches of this Policy/Terms.

10.4 P2B process (business users).

Notice & reasons. We will provide a statement of reasons for delisting/suspension/termination. Termination: 30 days’ notice, except where immediate action is required by law or due to fraud, safety or other serious breach.

Appeals & complaints. You may appeal most actions through our internal complaint system. Appeals may be unavailable where we take immediate action for fraud, safety, illegality or legal obligations—but you may still use the internal complaints process below.

Internal complaints system. Business users can submit complaints free of charge via support@managem.co.uk. We aim to respond within 5 Business Days (longer during holiday periods) with an individualised outcome.

Ranking transparency. Search results are ranked solely by price (lowest first); we do not sell paid placement and do not give differentiated treatment to any Managem retail activity (Managem does not sell on the marketplace).

Mediation. In line with the Platform‑to‑Business rules, we identify mediators with whom we are willing to engage in good faith for out‑of‑court resolution with business users: CEDR (cedr.com) and ProMediate UK (promediate.co.uk). Each party bears at least its own costs unless agreed otherwise. We may update this list.

11. Taxes & records

11.1 Seller obligations. Sellers are responsible for their tax obligations and accurate record‑keeping. Prices must be VAT‑inclusive where applicable. Business sellers must provide a VAT invoice on request.
11.2 Marketplace VAT (Channel Islands / overseas status). Where required by UK law (e.g., certain consignments with a value of £135 or less supplied by a non‑UK seller to UK consumers), an online marketplace may be treated as the deemed supplier for VAT and must collect/remit VAT at checkout. Managem may therefore provide specific VAT instructions and require additional seller information.
11.3 Managem fees VAT. As at the date of this Policy, Managem Marketplace Limited is not VAT‑registered and does not charge VAT on its fees. This may change; see §14 for change notice.
11.4 Retention. Keep transaction records for 6 years (for tax and audit).

12. Data protection

12.1 Role of parties. For buyer data used to fulfil orders, Managem and sellers generally act as independent controllers. Each party must comply with UK GDPR and applicable privacy laws.
12.2 Purpose limitation. Use buyer data only to fulfil the order and comply with law. Do not use buyer data for direct marketing unless you have a valid lawful basis (e.g., explicit consent) under UK privacy law (including PECR).
12.3 Data exports. Do not export or reuse buyer data outside the platform except as necessary to fulfil orders (e.g., generating a shipping label) or comply with law.
12.4 KYC. Managem does not receive copies of Stripe KYC documents; we receive verification status and limited identifiers to operate your account.

13. Multiple accounts

Operating multiple accounts to evade fees, limits or enforcement is prohibited. You must obtain prior written permission for any additional account. Permission may be granted for separate trading names/addresses in good standing (e.g., where you operate distinct stores). Cross‑account reserves/set‑off are not applied.

14. Changes to this Policy

We may update this Policy. We will post updates with a new “Last updated” date and, for material changes, provide at least 15 days’ prior notice to business users (longer where technical changes are reasonably required), unless an immediate change is required for legal, security or fraud‑prevention reasons. We keep an archive of prior versions. You may terminate your seller account before changes take effect.

15. Definitions & interpretation

Business Day means Monday to Friday, excluding public/bank holidays in England & Wales.
Seller, Buyer, Order, Dispatch, Delivered, SNAD and other capitalised terms have the meanings in the Terms.

16. Contact

Managem Marketplace Limited (company number [●])
Registered address: [Registered address]
Support & complaints: support@managem.co.uk
Appeals & P2B complaints: support@managem.co.uk
(We also publish updates via our communication channels, including Discord.)

1. Scope & relationship to other documents#

2. Eligibility, onboarding & account security#

3. What you may sell (and what you may not)#

4. Listings: accuracy, photos & disclosures#

5. Pricing & order integrity#

6. Shipping, dispatch & delivery evidence#

7. Cases: cancellations, returns & disputes#

8. Transfers, payouts, chargebacks & set‑off#

9. Communications & conduct#

10. Performance standards & enforcement#

11. Taxes & records#

12. Data protection#

13. Multiple accounts#

14. Changes to this Policy#

15. Definitions & interpretation#

16. Contact#