Intellectual Property FAQs

Viewing Risk Alerts/Risk Notices

Q: How can I check if my store has received an infringement complaint or a risk notice?

A: Currently, our Riskoperation team sends notifications both by email and through the Security Center in your Shoplazza admin.

1. Log in to your store admin. If there are any alerts, you’ll see a Security Center message at the top of your homepage.

2. Click View Details to enter the Security Center page and review the notifications:

• • Alerts: This means your store has been flagged for potential violations or risky behavior. No enforcement action will be taken at this stage, but you’ll need to make corrections or provide the requested documentation within the specified time. If you don’t respond in time or your submission doesn’t pass review, the warning may be escalated to an enforcement action.
  • Enforcement action: This may include measures such as removing violating products or even suspending your store. You can file an appeal directly in the system by following the instructions in the ticket, submitting the required materials, and then waiting for the Riskoperation team to review your case.

Q: If I receive a complaint notification in the Security Center butdisagree with or have questions about the content, can I file an appeal?

A: Yes, you can file an appeal within 3 business days after receiving the notification. The steps are as follows:

1. Log in to your Shoplazza admin panel and go to Security Center;

2. Submit your appeal materials according to the instructions in the notification. Be sure to include supporting evidence or detailed explanations;

3. Once submitted, the Shoplazza Riskoperation team will review your appeal, and the final result will also be communicated to you through the Security Center.

Q: What information is included in the complaint notification email? What if I disagree with the complaint?

A: The notification email currently includes the complainant’s name, contact information, complaint category, and relevant copyright/trademark documents, so you can contact the complainant if needed. If you believe the complaint is invalid or have objections, please provide supporting documents to prove copyright/trademark ownership or your legitimate right to use the content.

Not Receiving Complaint Emails / Email changed / Original store owner’s email invalid

Q: My store shows it has been frozen due to infringement, but I did not receive any email notification. Can it be resent?

A: If you did not receive the complaint notification email, please first check your original shop owner email and also look in your spam folder. If you still cannot find the relevant complaint email, please contact the customer service team and provide a valid store email. The Riskoperation team will then resend the relevant email.

Q: Which one is the store owner’s email address?

A: The store owner’s email address is the one you registered in your store admin. Please make sure this email remains valid and check it regularly for related notifications. If you cannot find the notification in your inbox, please try searching your spam/junk folder for emails sent from “safety@shoplazza.com.”

Infringement Content Rectification

Q: I have deleted all infringing products and replied to the email. Why is my store still frozen?

A: This may be due to the following reasons:

• Incomplete rectification: Your store may not have been fully rectified, and infringing information may still exist in product descriptions, image materials, or other areas.
• Repeated infringement: If your store has repeatedly infringed, Shoplazza may disable and/or terminate the accounts of repeat infringers as appropriate.

You can click the following link to learn more about our intellectual property policy: Copyright and Trademark.

Q: I would like to know what counts as a completed rectification?

A: The platform usually specifies the requirements in the rectification email or the initial notification email sent to you, so please read those messages carefully.

The scope of rectification is not fixed or limited to one area; you need to thoroughly check all possible infringing/violating parts, which commonly include: domain name, logo, images, product descriptions, reviews, store policies, contact information, and store design. Therefore, we recommend rectifying all potential infringement/violation issues as much as possible.

Q: I received a violation alerts, but no specific products was mentioned. How should I rectify it?

A: When rectifying, please refer primarily to the content of the complaint email you received. In addition, you can also log in to your store’s admin panel and go to the Security Center to view the details of the violation notice.

Consultation on Appeal / Risk Control Review Progress

Q: I have completed the rectification of the infringing content or submitted an appeal.How long will the review take?

A: The Risk operation team needs to manually review the rectification/appeal, which typically takes within 3 business days.Please kindly wait for feedback from the Riskoperation team.

Understanding Complaint Information and Counterclaims

Q: I have received a complaint, but I am doubtful about the details and unsure whether it constitutes infringement. How can I obtain more information?

A: You may visit the Help Center to learn more about intellectual property. In addition, the notification email already includes the complainant’s name, contact information, complaint category, and related copyright/trademark materials for your reference. If you still have concerns, we recommend consulting a professional legal institution or a lawyer.

Q: Can I appeal against an infringement complaint that has already been processed? What materials do I need to submit? Will the product link still be removed after submission?

A: If you believe that you are not infringing, that you have the legal right to the copyrights, or that your website/webpage has been mistakenly removed due to a DMCA request against your site, you can submit a counter-notice.

However, please note that submitting a counter-notice does not mean that the complained product/content will not be removed.

Currently, there are two ways to submit a counter-notice:

1. Via the complaint email from Shoplazza’s official website, you can fill out and submit the counter-notice form directly through the online link.

2. Alternatively, you can submit the counter-notice using the form attached to the infringement notice.

Q: What happens after I submit a counter-notice? Can I relist the product after submission?

A: After you submit a counter-notice, if it meets the requirements, we will forward the counter-notice materials to the complainant via email.

Follow-up legal actions:

• If the complainant takes legal action against you within 10–14 business days and notifies Shoplazza, the disputed content will remain disabled.
• If Shoplazza does not receive notice of legal action or further feedback from the complainant within the above timeframe, the disputed content may be reposted.

Q: What should I do if my counter-notice is rejected?

A: If your counter-notice is rejected, we recommend you follow these steps:

1. Check the reason for rejection

We will contact you by email—please read the message carefully to understand the specific reason it was not approved.

2. Resubmit the counter-notice

Revise your submission according to the feedback and submit the counter-notice again.

3. Seek legal advice

If the issue involves a legal dispute, we recommend consulting a qualified attorney to better protect your rights.

Store Reinstatement

 Q: My store has been frozen. How can I apply for reinstatement? What materials do I need to provide?

 A: If you want to apply for store reinstatement, please contact the Risk  Team directly via the original complaint email you received, and submit the relevant appeal materials (such as authorization documents). We will conduct a review after receiving your feedback and materials and will communicate the review results via email.

Sales Categories / Business Inquiry

Q: Where can I find more information about prohibited or regulated products?

A: Please first refer to our Terms of Use. For detailed information regarding intellectual property and category compliance, please see the links below. If you still have questions, we recommend consulting a professional legal institution or attorney for more specialized advice.

Related Documents:

• Copyright and Trademark
• Shoplazza Category Sales Compliance Policy

Q: How can I ensure my store is compliant?

A: To ensure the continuous and stable operation of your business, please follow these compliance requirements:

1. Adhere to Shoplazza's Terms of Use

Make sure to comply with Shoplazza’s service terms and user agreement.

2. Follow the Acceptable Use Policy

The sale of prohibited products is strictly forbidden, and all applicable laws and regulations must be followed.

3. Ensure Legal Compliance

You need to understand and comply with the relevant laws in your company’s place of registration, your place of operation, and the locations of your target customers.

4. Meet Additional Requirements for Specific Products

If selling regulated products (such as medical devices), ensure that you obtain relevant sales licenses or qualifications and strictly adhere to the laws and regulations governing such products to mitigate compliance risks.

Risk Control Measures

Q: Why was my shop frozen? Why were my products removed?

A: The Risk operation team periodically reviews products and content. If your store involves:

Violations of the Shoplazza Terms of Service, User Agreement, or other relevant product/service terms, such as infringing on others’ intellectual property;

1. High-risk business or violations during the review process;

2. The Safety team may take appropriate risk mitigation actions depending on the situation, including issuing notices for rectification, removing products, or suspending the store.