Buyer Account Suspension Policy

Overview

This Policy explains when and how Upmos may suspend a buyer account, what alternatives we consider first, and how a suspended buyer may appeal. Account actions are taken with proportionality and only after evidence-based review.

Scope. This Policy governs buyer accounts. If you also sell on Upmos, suspension of your seller account is governed separately by the Marketplace Participation Agreement and applicable seller policies. A buyer-side suspension does not by itself suspend your seller account (or vice versa), except where the same underlying conduct violates both.

Grounds for Suspension

• Fraud or attempted fraud (stolen payment instruments, identity falsification).
• Return abuse (excessive returns, returning materially different items).
• Chargeback abuse (filing disputes after item received and consumed).
• Promo or coupon abuse (multiple accounts to redeem single-use offers).
• Harassment, threats, or hate speech directed at sellers, customer service agents, or other buyers.
• Repeated violations of the Acceptable Use Policy or Community Guidelines.
• Operating multiple buyer accounts to circumvent restrictions.
• Resale of restricted-purchase items in violation of single-buyer limits.

Chargeback Abuse

Filing a chargeback dispute on an order that was delivered and received in good condition — sometimes called “friendly fraud” — is grounds for suspension. The proper resolution path is to first open a claim under the Upmos Guarantee. Nothing in this Policy limits your rights under applicable law, including the Fair Credit Billing Act (15 U.S.C. § 1666) and the Electronic Fund Transfer Act (15 U.S.C. § 1693 et seq.). We act only on bad-faith or abusive chargebacks (for example, disputing a charge for an item you received as described and kept) — not on good-faith disputes raised through the proper channels.

Return Abuse

Return abuse includes:

• Returning items in materially different condition than received.
• Returning a different (cheaper) item instead of the one purchased.
• Returning empty packaging.
• Patterns of >50% return rate sustained over 90 days.
• Claiming non-delivery on orders with carrier-confirmed delivery + GPS scan.

Promotion & Coupon Abuse

Creating multiple accounts to claim single-use promotions, sharing user-specific promo codes publicly, or using bots to redeem promotions are all grounds for account action. First-time offenders typically receive a warning + promo restriction; repeat offenders are suspended.

Fraud & Suspicious Activity

Upmos’s payment fraud detection flags suspicious patterns (impossible-velocity ordering, high-risk IP/device fingerprints, payment-instrument mismatches). Flagged orders are reviewed within 24 hours; confirmed fraud results in immediate suspension and law-enforcement reporting when applicable.

Harassment of Sellers or Staff

Threatening, abusive, or harassing messages to sellers, customer service representatives, or other buyers are not tolerated. Single severe incidents (threats of violence, doxxing, hate speech) trigger immediate suspension; lesser incidents warrant warning + 30-day cool-down.

Multiple Accounts

Each buyer is permitted one personal account. Operating multiple accounts to:

• Bypass purchase limits or single-buyer promotions.
• Manipulate reviews on items you sold.
• Continue purchasing after a prior suspension.

… results in suspension of all linked accounts. Upmos may withhold or offset only those amounts directly tied to the fraudulent or abusive conduct (for example, promotional credits obtained through the abuse), pending investigation; bona-fide refunds, store credit, and gift-card balances you are owed are not forfeited and are honored on reinstatement or, where a suspension is permanent, paid out or otherwise handled in accordance with applicable law.

Suspension Process

1. Trust & Safety identifies a pattern via automation or report.
2. A human reviewer corroborates within 48 hours.
3. Suspension notice emailed to the account on file with the specific Policy section cited.
4. Active orders are either fulfilled normally or cancelled with refund, per case.
5. Account access is blocked; outstanding store credit or pending refunds remain visible.

Human review of automated flags. No account is suspended based solely on automated processing. Automated systems may flag or place a temporary hold on an account, but a trained human reviewer makes the final suspension decision — consistent with applicable automated-decision-making law (including Article 22 of the GDPR/UK GDPR where it applies).

Temporary vs Permanent

• Temporary (30 days) — single-incident return abuse, first-warning promo abuse, harassment with apology.
• Extended (90 days) — repeat offenses, suspected coordinated abuse.
• Permanent — confirmed fraud, threats of violence, repeated bans evaded via new accounts, court-ordered bans.

Suspension Notification

The buyer receives an email at the address on file describing:

• The specific Policy section cited.
• The duration of the suspension.
• The appeals procedure with a direct submission link.
• The status of any pending orders, refunds, or store credit.

Appeals Process

Buyers may appeal a suspension within 30 days via appeals@upmos.com. Include the account email, a concise description of why you believe the suspension is in error, and any supporting evidence. Appeals are reviewed by a different agent than the one who decided the suspension. Decisions are issued within 5 business days.

Data During Suspension

During suspension, your account data remains preserved. Outstanding store credit and refunds are honored on reinstatement. After a permanent ban, account data is retained for 7 years for fraud-pattern detection, then anonymized per the Privacy Policy retention schedule.

Your data rights. Suspension does not suspend your privacy rights. You may still request access to, correction of, or deletion of your personal data under the CCPA/CPRA, GDPR/UK GDPR, and other applicable laws by contacting privacy@upmos.com (see our Privacy Policy). Where the law allows, Upmos may retain limited records needed to detect or prevent fraud, comply with legal obligations, or establish or defend legal claims even after a deletion request; such records are used only for those purposes.

Loyalty Points & Membership

If your account participates in Upmos Honors (loyalty points) or holds an All Access membership:

• Temporary or extended suspension pauses your ability to earn or redeem points and to use All Access benefits for the duration of the suspension. Accrued points and any paid membership are not forfeited and resume when the account is reinstated.
• Permanent suspension — and any resulting forfeiture of points or cancellation of membership — is governed by the All Access Terms of Use and the Upmos Honors program terms, including the unclaimed-property (escheatment) carve-outs stated there.
• Any stored value you are legally owed — including gift-card balances and store credit — is not forfeited and is handled in accordance with applicable law.

Reinstatement

• Temporary and extended suspensions lift automatically at the end of the stated period (30 or 90 days), provided the conduct has stopped and no new violations occur; no separate request is required.
• If an appeal is granted or a suspension is found to have been applied in error, the account is reinstated promptly and full access — order history, store credit, refunds, loyalty points, and membership benefits — is restored.
• Reinstatement after a permanent suspension is available only by successful appeal or where required by law.

Contact

Email: appeals@upmos.com · support@upmos.com

How Can You Contact Us About This Policy?

If you have any further questions or comments or wish to report any problematic Content or Contribution, you may contact us by:

General Contact

• Phone: 1-855-MERCHED (1-855-637-2433) (Mon–Fri, 9 AM–5 PM Central Time)
• General Support: support@upmos.com
• Report Issue: upmos.com/report
• Send Feedback: upmos.com/feedback

Department Directory

Mailing Address

Upmos Inc.
9896 Bissonnet St
Houston, TX 77036
United States