Retailer Complaint Handling
This policy explains how retailers can raise a complaint with Cyclesite about a platform decision that affects their business, and the timelines we work to. It supplements the general Complaints Procedure, which applies to buyers, private sellers and other users.
1. Scope
This policy covers complaints from retailers about:
- Moderation decisions on their listings (holds, edits, removals, relegation from premium placement).
- Account suspensions or terminations.
- Payout holds, delays or reversals instigated by Cyclesite (excluding those required by Stripe).
- Application of the Retailer Agreement, the Retailer Packages Terms, or the Listing Content Standards.
- Billing disputes on Retailer Packages that are not already covered by the Refund Policy.
- Feed ingestion, integration or API problems caused by Cyclesite.
Payment processing issues (authorisation, chargebacks, KYC verification) are handled by Stripe Payments UK Ltd under their own procedures.
2. Before You Complain
Many issues can be resolved quickly without a formal complaint. Before you raise one:
- Check the notification we sent. Moderation decisions include the rule that was applied.
- Check the relevant policy pages linked above.
- Check the retailer dashboard for any pending action on your part.
If the issue is still unresolved, raise a complaint using the route below.
3. How to Submit a Complaint
Email support@cyclesite.co.uk with the subject line “Retailer Complaint” and include:
- The retailer account name.
- A short description of the issue.
- The listing ID, order ID, invoice number or support-ticket reference, where relevant.
- The outcome you are asking for.
We recommend email so we have a written record. We will accept a complaint raised through the retailer dashboard, but we will ask you to confirm the key facts by email.
4. Timelines
- Acknowledgement within 5 working days. We confirm receipt and tell you who is handling the complaint.
- Substantive response within 28 days. In most cases we will reach a final view within this window.
- Complex cases. If a complaint needs longer (for example, it turns on a police or regulator referral), we will tell you before the 28-day mark, explain why, and give a revised date.
5. How We Decide
When investigating a complaint we:
- Review the original decision, the evidence it was based on, and the policy it applied.
- Consider any new information you have supplied.
- Involve a second reviewer who was not part of the original decision.
- Apply the policy consistently with other similar decisions.
Possible outcomes:
- Uphold the original decision, with reasons.
- Reverse the decision and restore listings, refund fees, or reinstate the account as appropriate.
- Partially uphold the decision (for example, confirm a suspension but shorten its length).
- Update a policy where the complaint reveals a gap, and apply the revised policy to the case.
6. Escalation
If you disagree with the final response, reply to that email asking for escalation. The complaint will be reviewed by a Cyclesite director who has not been involved previously. We aim to respond to an escalation within a further 14 days.
7. Independent Review
If you remain dissatisfied after escalation, you may refer the matter to:
- The UK Competition and Markets Authority for concerns about platform conduct under the Digital Markets, Competition and Consumers Act 2024.
- The UK Information Commissioner’s Office at ico.org.uk for data-protection concerns.
- The courts of England and Wales, in line with clause 9.
We also engage constructively with any alternative dispute resolution body that you and we agree in writing to use.
8. Confidentiality
We treat complaints in confidence, share them only with colleagues and advisers who need to see them, and keep a record for at least 3 years so we can spot patterns and improve the platform.
9. Governing Law
This policy is governed by English law. The courts of England and Wales have non-exclusive jurisdiction over any disputes.
10. Contact
TPSTORES LIMITED (trading as Cyclesite)
Company Registration: 13238473
Registered office: 128 City Road, London, EC1V 2NX, United Kingdom
Email: support@cyclesite.co.uk