My sales are blocked
If OnBio blocks the sales of your business, nobody can make new purchases in your store. Your buyers keep access to what they already bought. Find here the reason the email or the panel case gives you and follow the steps for that cause.
Your refund or chargeback rates are high
- How to recognise it
You got the email «We have paused the sales of your business» with your refund and chargeback rates and the blocking threshold.
- Where to check it
You see it in Moderation, in the case of type Refunds and chargebacks.
- What to do
Open the case and explain the situation to OnBio, for example a wave of refunds after an error that is already fixed. It is a preventive measure: a person from the team reviews it within 2 business days at most and, if they lift it, you can sell again in less than a minute.
A moderation decision blocked your sales
- How to recognise it
The case says Sales blocked and its statement of reasons explains the measure, the facts and the grounds.
- Where to check it
You see it in Moderation, in the case's Statement of reasons.
- What to do
If you do not agree, write the Grounds of the appeal in the case and click Send the appeal. You have 6 months from the decision and it is reviewed by a different person from the one who decided.
Frequently asked questions
What keeps working while sales are blocked?
Your buyers keep access to what they already bought, and renewals, pending instalments and refunds keep working. The store shows visitors a neutral notice that buying is not possible right now. When OnBio lifts the block you get the email «Your sales are active again».
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