Protected Payouts for Selected Orders - Policy & Guidelines

1. Why We are Updating Payouts

Fleek is entering a new phase of growth with higher order volumes, larger buyers, and stronger expectations around quality and authenticity. To support sellers in this next stage, we are updating how payouts are handled for selected orders.

This update is designed to:

• Increase buyer confidence for larger and repeat purchases

• Protect the reputation of serious, Top-Performing & Trusted sellers

• Reduce the impact of late or unfair disputes

As part of this improvement, we’re introducing a Protected Payouts flow.

2. What Are “Protected Payouts”?

Protected Payouts split the seller payout into two stages:

• 50% of the payout will be released post-QC approval, handover, or fulfillment, according to the applicable regional policy.

• 50% released 7 days after delivery, provided no product quality complaint is raised during this period

The 7-day post-delivery window helps:

• Ensure products match buyer expectations

• Reduce late disputes or quality concerns

• Maintain a safer and more trustworthy marketplace for both sellers and buyers

This approach is standard among global marketplaces.

3. Which Orders Does This Apply To?

Protected Payouts apply only to selected orders and/or sellers where an additional short protection period improves transaction safety.

This may include:

• Certain Newly onboarded sellers

• Orders that meet certain internal risk or quality criteria

• Orders flagged based on operational signals or historical patterns

We use a combination of automated checks and manual reviews to determine when an order falls under Protected Payouts.

To ensure fairness, Fleek does not disclose specific risk signals or thresholds.

Not all orders in your account will be impacted.

4. How the Payout Works (Step-by-Step)

Step 1: Order Placed & Processed

The buyer places the order and it is processed as usual.

Step 2: Order Fulfilled

After the order clears Fleek QC or is fulfilled, the payout calculation begins.

Step 3: First Payout — 50%

50% of the payout (after commission and shipping) is released according to your normal payout cycle.

Step 4: Delivery + 7-Day Quality Window

Once delivered, a 7-day window begins where buyers can raise product quality issues such as:

• Not as described

• Undisclosed major defects

• Authenticity concerns

Step 5: Second Payout — Remaining 50%

If no quality complaint is raised within 7 days, the remaining payout is released in the next available payout cycle.

If a complaint is raised, the second payout of that specific order may be held temporarily or adjusted depending on the outcome (for example, in case of returns, partial refunds, etc).

5. What If There Is a Product Quality Complaint?

If a buyer opens a product quality complaint:

• The second 50% payout is temporarily held

• Fleek reviews the case, including buyer evidence, listing details, and QC images

The held payout may be:

• Released in full if the item is confirmed as described

• Partially released or adjusted if a partial compensation is agreed

• Used to cover refunds if the product clearly fails to meet quality or authenticity expectations

The goal is to ensure fairness while preventing misuse of disputes.

6. Does This Mean Fleek Doesn’t Trust My Business?

No. Protected Payouts are introduced to support reliable sellers, not penalize them.

They help:

• Reduce the impact of unfair or late claims

• Improve buyer trust and retention

• Maintain quality and authenticity standards across the platform

As Fleek grows, these protections ensure good sellers can scale safely.

7. Can I Move to Faster Payouts in the Future?

Yes.
While we don’t disclose exact internal thresholds, sellers naturally move toward more flexible payout flows when they demonstrate:

• Low producty quality complaint and dispute rates

• Strong grading accuracy

• Good authenticity and quality performance

• Policy compliance (listings, shipping, communication)

• Reliable operations (e.g., dispatch time, documentation)

Fleek regularly reviews accounts and order patterns.

8. Where Can I See If an Order Is on Protected Payouts?

Protected Payout orders are clearly labeled in your payout view.

You will see a payout breakdown such as:

50% on QC Approved • 50% after delivery + 7 days (no quality complaint)

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