Complaints Policy

FanWear’s Complaints Policy (“Policy”) explains how Users — including Buyers and Creators — may submit concerns regarding account actions, platform behavior, item listings, enforcement decisions, or other issues.

This Policy ensures compliance with marketplace standards and provides a clear process for the review of complaints.

1. Purpose Of This Policy

The purpose of this Policy is to:

  • Provide a structured method for submitting complaints
  • Ensure complaints are reviewed fairly and promptly
  • Maintain transparency in FanWear’s enforcement actions
  • Allow Users to challenge or seek clarification on decisions
  • Comply with regulatory standards for online marketplaces

This Policy applies to all Users on FanWear.

2. What Issues You Can Submit A Complaint About

Users may submit complaints about:

  • Account suspensions or restrictions
  • Listing removals
  • Withdrawal or payout issues
  • Delayed or held funds
  • Alleged policy misapplications
  • Ranking or visibility concerns
  • Incorrect or unclear enforcement actions
  • Technical issues preventing item listing or purchase
  • Shipping or order-handling concerns
  • Incorrect identity-verification outcomes
  • Errors in Creator onboarding

Users may not use this Policy for:

  • Harassing staff
  • Filing frivolous complaints
  • Attempting to bypass rules or enforcement
  • Undermining safety or compliance checks

3. How To Submit A Complaint

Complaints must be submitted via email to:

support@fanwear.vip — for Buyers
creators@fanwear.vip — for Creators

Your complaint must include:

  • Your full name
  • Your account email
  • A clear description of the issue
  • Relevant order ID, listing ID, or account details
  • Any supporting evidence (screenshots, receipts, tracking numbers, etc.)

Complaints without adequate information may be rejected.

4. How FanWear Will Review Complaints

FanWear will:

  • Acknowledge receipt of your complaint
  • Review the information submitted
  • Evaluate the issue against platform policies
  • Request additional information if needed
  • Make a decision based on all available evidence

FanWear may consult:

  • Payment processors
  • Shipping carriers
  • Internal logs and records
  • Compliance staff
  • Moderation teams

FanWear may deny complaints lacking evidence.

5. Response Timeframe

FanWear aims to:

  • Respond to complaints within 7 business days
  • Resolve most issues within 14 business days
  • Take longer when payment processors or legal authorities are involved

This timeframe is not guaranteed, but FanWear will act as quickly as possible.

6. Possible Outcomes Of A Complaint Review

After evaluating your complaint, FanWear may:

  • Reinstate a suspended account
  • Restore a removed listing
  • Authorize a payout or release a hold
  • Clarify a rule or enforcement action
  • Provide additional explanation
  • Reject the complaint
  • Uphold prior decisions
  • Permanently close an account
  • Report misconduct to law enforcement or payment processors

FanWear’s decisions are final except where appeal rights apply (see SECTION 7 — Appeals Policy).

7. Evidence Requirements

Depending on the issue, FanWear may require:

  • Government-issued ID
  • Proof of item ownership (for Creators)
  • Screenshots or logs
  • Payment receipts
  • Shipping or tracking documentation
  • Emails from carriers
  • Proof of non-delivery or misdelivery
  • Video documentation (case-specific)

Failure to provide requested evidence may result in complaint denial.

8. Complaints About Creator Misrepresentation

If a Buyer submits a complaint about a Creator, FanWear may:

  • Request evidence from both parties
  • Temporarily hold payouts
  • Suspend or restrict Creator listings
  • Permanently remove items
  • Terminate the Creator account for serious violations (such as counterfeit items)

Creators are liable for any false claims made in their listings.

9. Complaints By Creators About Buyers

If a Creator submits a complaint about a Buyer, FanWear may:

  • Investigate for chargeback abuse
  • Restrict the Buyer’s account
  • Prevent future purchases
  • Provide evidence to the payment processor
  • Report fraudulent behavior to law enforcement

Buyers engaging in fraud may be permanently banned.

10. Complaints About FanWear’s Enforcement Actions

Users may challenge:

  • Account suspensions
  • Listing removals
  • Limitations on features
  • Payout holds

FanWear will review whether:

  • The enforcement was justified
  • It aligned with platform rules
  • Due process was applied

If an error occurred, FanWear will correct it.

11. Abuse Of The Complaints System

FanWear may restrict or block individuals who:

  • File repeated frivolous complaints
  • Harass support staff
  • Attempt to use complaints to bypass policies
  • Demonstrate bad-faith intent
  • Submit fraudulent evidence
  • Attempt to manipulate internal processes

Abuse may result in account termination.

12. No Guarantee Of Reversal

Submitting a complaint does not guarantee that:

  • The account will be restored
  • A payout hold will be released
  • A listing will be reinstated
  • A dispute will be decided in your favor

FanWear decides based on:

  • Evidence
  • Policy alignment
  • Platform safety
  • Risk
  • Compliance obligations

13. Relationship Between This Policy And The Appeals Policy

The Complaints Policy handles:

  • First-level challenges
  • Clarification requests
  • General concerns
  • Ordinary enforcement disputes

The Appeals Policy (SECTION 7) applies to:

  • Severe account actions
  • Permanent bans
  • Serious allegations
  • High-impact enforcement decisions

Some issues are not appealable depending on risk or legal constraints.

14. Updates To This Policy

FanWear may revise this Policy at any time.

Continued use of the Platform means acceptance of revisions.

Last updated: November 2025

 

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