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 from the time of order placement, the Z2U system reserves the right to automatically cancel the order and process the refund in accordance with the Refund Policy and relevant payment processing arrangements. For orders where actual fund capture or settlement has been completed, refunds shall be handled pursuant to the platform's applicable refund procedures; for orders where actual fund capture or settlement has not occurred, funds will be returned or released from authorization hold in accordance with the third-party payment processor's governing rules. Z2U reserves the right to impose corresponding disciplinary measures on the Seller based on the specific circumstances.

1.5 Sellers shall not cancel orders without legitimate cause. If an order cannot be fulfilled or is canceled due to reasons attributable to the Seller, the Seller shall assume all corresponding liabilities for breach of contract and bear refund, compensation, and other applicable liabilities arising from its fault pursuant to Z2U platform rules and relevant agreements.

2. Transaction Evidence and Dispute Resolution

2.1 Sellers shall provide authentic, complete, and valid proof of transaction in accordance with platform requirements, including pre-delivery and after-delivery screenshots, videos, and other materials capable of verifying order fulfillment and item delivery. Submitted proof of delivery must clearly reflect the actual delivered content, delivery timestamp, recipient identity, and final delivery result. 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 files cannot be uploaded due to size or quantity limitations, the Seller shall attach the corresponding order number and submit the files via email to the Z2U team. Sellers shall retain transaction recordings for at least 6 months for dispute resolution purposes. If a refund application, transaction dispute, payment claim, or chargeback arises regarding a relevant order, the Seller shall properly preserve all associated transaction records and supporting evidence and supplementally submit them promptly upon Z2U's request, without unauthorized deletion, modification, or concealment.

2.3 In the event of a refund application, after-sales dispute, or other transaction claims, the Seller shall actively cooperate with the Z2U platform and promptly provide relevant materials as required. Where a mutual consensus cannot be reached, Z2U reserves the right to review order records, proof of delivery, buyer-seller communication logs, and other relevant evidence in accordance with applicable platform rules and render a corresponding platform determination.

Sellers shall respond and submit the required materials within 72 hours of receiving a notification or request for evidence from Z2U; if a Seller fails to respond or provide relevant materials within the prescribed timeframe, Z2U reserves the right to proceed with dispute resolution based on existing evidence.

If a Seller fails to fulfill delivery obligations, fails to provide valid proof of delivery, refuses to cooperate with dispute investigations, or otherwise breaches platform rules or seller agreements, Z2U reserves the right to take appropriate enforcement measures based on specific circumstances, including but not limited to issuing refund or cancellation decisions, adjusting order funds, levying fines, or suspending or restricting the Seller's selling privileges. For more details, refer to Z2UProtection.

2.4 If an order becomes subject to a payment chargeback or payment dispute, the Seller shall promptly provide order records, proof of delivery, and other necessary defense materials as required by Z2U. Pending the outcome of a payment chargeback or payment dispute, Z2U reserves the right to temporarily suspend internal refund execution involving the disputed funds to prevent double refunding or duplicate payouts, without affecting the platform's right to continue auditing relevant after-sales applications, investigating order fulfillment, and collecting evidence. Sellers shall not refuse to process other independent after-sales requests on the grounds that a payment chargeback or payment dispute proceeding remains pending.

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 shall not communicate or arrange transaction details outside the Z2U platform using in-game chat or personal messaging tools (such as WhatsApp, Facebook Messenger, Skype, Telegram, Discord, etc.). Any behavior circumventing platform communication and transaction procedures may be deemed an offsite trading or rule violation. For communication records generated outside the platform, Z2U does not guarantee their admissibility as valid evidence for resolving buyer-seller disputes, but reserves the right to reference such materials when investigating potential policy violations.

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.

3.5 The Seller explicitly agrees that any buyer personal data acquired through the platform under limited conditions (including but not limited to buyer names, in-game character names, contact information, etc.) shall be handled in strict compliance with all applicable personal data protection laws. Such information may strictly and exclusively be used for fulfilling the current sales contract and processing post-sales support, refunds, or transaction disputes directly related to that order, and shall not be used for any unauthorized secondary purposes.

Sellers are strictly prohibited from utilizing buyer personal data for off-platform marketing, soliciting off-platform or offline transactions, maliciously harassing buyers, or selling or sharing data with third parties without authorization. Upon completion of order fulfillment, Sellers shall promptly and securely delete or destroy buyer personal data that is no longer required, except for data strictly necessary to be retained pursuant to applicable laws, regulatory mandates, or for processing transaction disputes, refund applications, and payment chargebacks. For legally or contractually retained data, Sellers remain obligated to maintain appropriate security safeguards and delete or destroy such data once the retention purpose ceases to exist.

4. Store and Product Management

4.1 Sellers must provide accurate and clear descriptions of the products, and the descriptions of the basic conditions and selling specifications of the products must not be misleading; ensure that all products are listed under the correct service category, match their descriptions, and that all orders are fulfilled accurately.

4.2 Sellers shall ensure that their listed products and content comply with all applicable laws, third-party terms of service, and platform rules (for specific standards regarding intellectual property protection and non-compliant items, please refer to the Anti-Counterfeiting and Intellectual Property Policy). If a Seller's actions result in third-party complaints, claims, or legal liabilities, the Seller shall assume all corresponding liabilities according to law and relevant agreements, and fully indemnify Z2U for any directly incurred and reasonably verifiable losses (including but not limited to investigation and compliance costs, platform reputational damages, settlement payments, court fees, and attorney fees).

a. Sellers are prohibited from selling products obtained through illegal means (e.g., hacking, theft, or unauthorized cracking), especially accounts or membership-related items. Regarding products that include membership duration and subscription duration, sellers are not allowed to sell products with a subscription duration that exceeds the official duration specified by the service provider. For example, if the service provider's maximum subscription duration is 1 year, the subscription duration listed by the seller in their products must not exceed 1 year.
Sellers shall not list or sell any third-party platform accounts that are registered with false information, impersonated identities, or advertised as 'verified', 'with order history', or 'includes email and password', or similar high-risk characteristics. This includes, but is not limited to, accounts from international e-commerce, media streaming, gaming, and social media platforms.

b. Sellers are prohibited from selling any form of stolen, illegally intercepted, or unauthorizedly collected Personally Identifiable Information (PII) and financial/payment credentials (including but not limited to Fullz, sensitive authentication data such as security codes and track data, and payment account details); third-party platform accounts illegally registered or KYC-verified using another person's real identity or a synthetic identity without full authorization; and any privacy databases originating from data breaches, hacking attacks, or illegal web scraping.

4.3 Sellers must provide the necessary account information and access credentials required to complete the transaction, and commit to post-sales warranty services and duration* (e.g., a one-month membership product must include a one-month warranty). Violations will result in fines, item delisting, or permanent account suspension.

* Warranty Service refers to the Seller's direct commitment to buyers to assume primary post-sales responsibility—via free replacement, re-delivery, or proportional refund—for quality issues (such as product inoperability, account recovery, or bans) occurring within a specified period post-transaction and not caused by buyer fault. For non-subscription or non-time-sensitive products, the warranty period shall be designated by the Seller on the product page; for time-sensitive or subscription-based products/services, the warranty period must match the total subscription or usage duration inherent to the product/service, regardless of whether the Seller specifies otherwise. 

Additionally, for products categorized as high-risk based on platform risk assessments (derived from dispute rates, post-sales response history, etc.), Z2U will mandatorily attach platform insurance. The coverage period of such insurance shall serve as the minimum applicable post-sales protection period for the product; if the Seller's committed warranty period is longer, the Seller's commitment shall apply. In the event of complaints during this period, the platform insurance terms will serve as the direct benchmark for audit and adjudication. For detailed requirements, please refer to the Z2U Insurance Program.

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

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

If a chargeback defense fails—or if Z2U and its affiliated operating entities incur chargeback amounts, payment dispute processing fees, fines, or other reasonable losses—due to seller fault (including breach of platform rules or seller agreements, failure to fulfill order delivery obligations, or failure to provide authentic, valid delivery proof or necessary defense materials), Z2U reserves the right to seek full recourse against the responsible Seller pursuant to platform rules and seller agreements. The recoverable amount shall be determined based on actual chargeback amounts incurred, dispute handling fees charged by payment processors, fines, and other reasonably verifiable losses. Z2U reserves the right to deduct the corresponding recourse amount directly from the Seller's account balance, unsettled transaction funds, or security deposits pursuant to applicable platform rules and seller agreements. If the aforementioned funds are insufficient to cover the full amount, the Seller remains obligated to settle the remaining balance.

5.2 Z2U retains the right to apply manual review to specific high-risk categories (e.g., digital accounts, subscription service accounts, game activation codes), and may deny or remove any listing deemed legally risky at any time without prior notice. Z2U reserves the right to remove such listings without prior notice, take disciplinary action against the seller, and, where appropriate, report the matter to the relevant authorities or rights holders.

5.3 If a Seller breaches the data privacy obligations under Section 3.5 or Section 4.2 above by misusing buyer information for off-platform harassment, customer diversion, or illicit trading of personal data, Z2U shall deem such actions a severe breach of agreement. Z2U reserves the right, based on the nature and severity of the violation, to take enforcement actions including but not limited to permanently terminating the Seller's account, suspending transaction settlements, and freezing associated funds, as well as deducting amounts from such funds to satisfy indemnification or legal liabilities owed by the Seller pursuant to platform rules and seller agreements. Where recoverable amounts are insufficient to cover the losses incurred, Z2U reserves the right to pursue further recourse against the Seller. For conduct suspected of violating criminal laws, Z2U reserves the right to report such instances to competent law enforcement agencies.

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.

Pricing Policy

Z2U is a marketplace. Sellers are responsible for independently setting the prices of their goods and services. Z2U does not require sellers to follow a fixed resale price, minimum resale price, or uniform market price, unless a specific restriction is required by applicable law, payment partner rules, risk control requirements, or platform policy for high-risk categories.

Sellers must ensure that all listing prices, fees, delivery conditions, warranty terms, regional restrictions, subscription periods, and product descriptions are accurate, transparent, and not misleading. Sellers must not use false, incomplete, deceptive, or bait-and-switch pricing to attract buyers.

Sellers are prohibited from engaging in abnormal, deceptive, manipulative, or abusive pricing practices, including but not limited to:

1. artificially inflated or unreasonably high prices used to disguise fraud, money laundering, prohibited products, fake transactions, or value transfer;

2. false low prices, invalid offers, unavailable inventory, misleading delivery conditions, hidden charges, or bait-and-switch listings;

3. collusion with other sellers to fix, raise, lower, or manipulate market prices;

4. using multiple accounts, related stores, fake orders, self-dealing, or coordinated storefronts to manipulate sales rankings, historical average prices, market prices, reviews, or buyer perception;

5. price gouging or predatory pricing during major game updates, supply shortages, platform outages, payment channel disruptions, or other abnormal market conditions;

6. pricing that materially deviates from reasonable market value without a legitimate explanation and creates fraud, consumer protection, chargeback, compliance, or reputational risk.

Z2U may use automated tools and manual review to detect abnormal pricing, suspicious transactions, fake orders, market manipulation, money laundering indicators, fraud risks, and policy violations. Z2U may request supporting information from sellers, including source of goods, cost basis, supplier records, inventory evidence, delivery evidence, or explanation of pricing.

If Z2U determines that a listing or transaction violates this Pricing Policy, Z2U may restrict, suspend, delist, cancel, refund, delay settlement, freeze or withhold seller balances, adjust seller risk controls, suspend withdrawals, or terminate the seller account. Severe or repeated violations may be reported to payment partners, regulators, law enforcement authorities, or other relevant parties where appropriate.

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 [email protected] 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.

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