Account limitations and risk control

To maintain the security of the Genstore ecosystem and protect the interests of both buyers and sellers, our security team continuously monitors for suspicious activity on the platform. If your store is closed, your account is deactivated, or you are prohibited from re-registering, it is typically because the system has identified violations related to risk control.

Why has my account been subject to risk control measures?

Genstore is committed to providing a safe and reliable business environment. When we detect potential risks or violations of our Terms of Service or Acceptable Use Policy (AUP), we may take restrictive measures.

Common reasons for risk control include, but are not limited to:

• Policy violations: Selling prohibited items, infringing goods, or engaging in fraudulent business activities.
• Identity verification failure: Failing to pass the statutory "Know Your Customer (KYC)" audit, or providing identity/address proof documents that are untruthful or expired.
• High-risk transaction behavior: Abnormally high chargeback rates or orders exhibiting significant fraudulent characteristics.
• Account association risk: The system detects a strong link between the account and a previously banned or non-compliant account (e.g., shared identity information, payment methods, or login devices).
• Payment gateway restrictions: At the request of partner financial institutions, services may be suspended due to high industry risk or non-compliance with local laws and regulations.

Types of account limitations

When the risk control system intervenes, your account may experience one or more of the following statuses:

1. Store closed

Your online store will be inaccessible to the public, and buyers will not be able to place orders. Additionally, you will lose access to administrative functions for the closed store.

2. Account deactivated

You will be unable to log in to the Genstore admin. This usually means that all associated stores under the account have been closed and access permissions have been revoked.

3. Registration prohibited

In cases of severe violations (such as malicious fraud or repeated offenses), Genstore may blacklist the associated personal information, payment details, or device fingerprints. In such instances, you will be unable to create a new Genstore account using the same or related identity information.

Understanding "Account association"

To prevent malicious violators from evading oversight by changing email addresses or store names, Genstore's risk control system identifies links between accounts.

If your new store is closed immediately after registration, or if your current store is affected due to issues with another store, it is usually because the system has identified shared "risk factors," such as:

• The same IP address or login device fingerprint.
• The same bank settlement account or credit card information.
• The same legal representative identity documents.
• The same contact phone number or business address.

WARNING

Once core identity information is flagged as high-risk, all associated accounts under that identity may be impacted.

What should I do if my account is limited or my store is closed?

We understand that account limitations can significantly impact your business. If you believe this is a mistake, please follow these steps:

1. Check your email: The Genstore security team will send an official email to the account owner’s email address explaining the primary reason for the action.
2. Prepare supporting documents: Based on the requirements in the email, prepare your identity proof, business registration certificate, purchase invoices, or logistics/shipping proof.
3. Submit a formal appeal: Reply to the email to initiate an appeal or submit a ticket through the Genstore official support team.

Important note: For system security and to prevent malicious exploitation, Genstore cannot disclose the specific logic of its risk control algorithms. If your appeal is unsuccessful, or if the account is permanently banned due to severe violations, we may be unable to restore your account or support you in starting new business on the platform.

FAQs

Q1: Why was my newly registered account banned before I even started selling?

A: This is usually due to the system triggering an "association ban" or failing the initial review. Please ensure the information provided during registration is authentic and valid, and has not been linked to any previously closed or non-compliant accounts.

Q2: Will my funds be frozen?

A: If your account involves payment risks or high chargebacks, relevant funds may be temporarily withheld (usually for 90–180 days) to ensure there are sufficient funds to handle potential buyer refunds and chargeback requests.