All sellers on Qoo10 are identified and verified by the platform through the collection and verification of official identification or business registration documents (e.g. ACRA/ACRA-equivalent details, NRIC). We have recently added on a new security verification where sellers are required to register via Singpass. This is to ensure that they are genuine sellers and will abate the number of duplicated registration.

Consumers are able to refer to a seller’s profile page to see the seller’s ratings, as well as their rank and reviews received from customers.

Qoo10 provides an in-platform secure escrow payment service for all transactions. All payments made within the platform are collected and temporarily held by Qoo10 until the order is successfully fulfilled. Qoo10 will only release the money to the seller after the buyer has confirmed the receipt of the item.

You can safeguard your transactions by always transacting within the Qoo10 platform, and report any sellers that request to transact off-platform. We monitor the listings which induce indirect transactions, and will penalize and suspend those who do so.

In the event of unfulfilled transactions, you should promptly contact the seller via Qoo10’s in-app communication tool to inquire about the transaction.

Examples of different channels for dispute resolution management are shown below.

Dispute Resolution Management via own account

Buyers can click of the red box shown on following page should they face issues with their item or with the delivery, where they are able to liaise with the seller directly. Buyers will then be able to post their inquiries or issues directly to the sellers via the instant-messaging Qpost in relation to the order.

Dispute Resolution Management via Qpost

If the sellers fail to reply or provide a satisfactory response, buyers are able to raise their claims via the Help Desk, as shown in the following images

Dispute Resolution via Qoo10’s Website

Buyers can also contact the hotline provided on Qoo10’s website, to raise their concerns and issues. A live chat channel is also available on Qoo10’s website, during office hours

Buyers may also contact Qoo10 by clicking on the “Contact Us” link under the “Quick Help” service, as shown below.

Reporting Issues or Violations of Intellectual Property Rights on Qoo10’s Website

For any issues or violation of Intellectual Property Rights (IPR), users may proceed to click on the HELP button on Qoo10’s website. Specifically, users may click on either the “Security Centre” or “Qsafe Program” as shown in the images below.

Reporting Issues or Violations of Intellectual Property Rights via the Security Centre

Users can lodge a report of any violations in the Security and Resolution Centre by clicking on ‘Report a problem’..

The user will be required to fill up the field with the red asterisks (*), where they will be able to submit the necessary documents and proof via the Security Centre channel.

Reporting Issues or Violations of Intellectual Property Rights via Qsafe Programme

Any user or legal representatives for any brand will be able to register for the Qsafe Programme, to report any illicit offerings. This is shown in the below images.

Our service team for the Resolution Centre, as well as the Qsafe team, will investigate resolve the alleged claims as soon as possible, and follow-up with the claimant accordingly