Frequently Asked Questions related to suspended or disabled accounts:

  • Are my payments on hold? When will my payment hold be released?

    • Payments are placed on hold in response to high levels of customer dissatisfaction, which lead to high returns that are deducted from held payments. Payments will continue to be held until customer service issues are resolved.
  • What is the impact of a suspension?
    • Order Impact
      • Your products will no longer be available for purchase
      • You cannot create new products
      • You should still ship existing orders that can be delivered within their obligated delivery window, if you do not those orders will be canceled after 7 days and the customers will be refunded on your behalf
      • You must still respond to customer tickets, if you do not, your account could be eligible for permanent disabling 
    • Account Status
      • You can still work with us to resolve the issues that led to your suspension to ensure that all due payment is correctly assessed
      • Your products will be paused for the period of the suspension; any effort to unpause or tamper with the suspension on your user account may be cause to disable your account
      • Creating new accounts to circumvent the suspension may result in permanent termination of your account

  • Suspended Merchants:

    • What should I do about new orders?

      • Cancel the order

    • What should I do about existing orders?

      • If an order is able to be shipped and delivered within the corresponding timeframes it may be canceled or shipped
        • If you do not do either by 7 days from the purchase date then the orders will be canceled and the customers refunded on your behalf 

      • If an order is already outside the shipping window, or delivery window (set in the product, e.g. 3-5 days), cancel the order

      • If your suspension was due to fulfillment, you will be notified on day 3 of the late orders (order day 5 overall) that your account has been suspended. This suspension will last 48 business hours, if at the end of those 48 business hours you have not shipped/canceled your orders, they will be canceled, and your account will then be re-activated. 
        • This process will repeat for a max of three times, on the third time through this process your account will be disabled. 

    • How do I handle customer tickets?

      • Promptly resolve customer tickets professionally and courteously, then close the ticket

      • Any orders with customer tickets that have gone for more than 1 business day without a response may be canceled or refunded by Groupon

  • Disabled merchants:

    • Your account has been permanently banned

    • What should I do about new or existing orders?

      • These orders will be canceled

    • What should I do about open tickets?

      • These tickets will be referred to Groupon CS

  • When are accounts evaluated for reactivation?

    • Accounts are reviewed periodically:

      • If all open orders have been resolved (i.e. they change from postage required or ready to ship, to delivered, canceled, or returned)

      • If there are no open customer-merchant tickets; please resolve and close these tickets

    • If your account is eligible for reactivation, you will be notified and provided further instructions

    • If your account will be terminated, you will be notified and a final invoice will be generated