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MuthoCommerce
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  1. 1. The merchant is the seller
  2. 2. Payments and delivery
  3. 3. Before placing an order
  4. 4. Cancellation, refund, and complaint route
  5. 5. Personal data
  6. 6. Reviews and safety reports

MuthoCommerce Shopper Platform Notice

Version: 2026-08-03

Effective date: 3 August 2026

This Notice explains MuthoCommerce's role when a shopper visits or buys from a store that uses MuthoCommerce software. It does not reduce any mandatory consumer right.

1. The merchant is the seller

The business or proprietor identified on the storefront, product page, checkout, and order confirmation is the Merchant and seller of record. The purchase contract is between the shopper and that Merchant. The Merchant controls and is responsible for:

  • the product or service, description, legality, safety, quality, authenticity, stock, price, tax, warranty, and claims;
  • accepting or rejecting an order;
  • delivery area, timing, courier instruction, and proof of delivery;
  • cancellation, return, replacement, and refund decisions required by its displayed terms and applicable law; and
  • store customer service, complaint handling, marketing, and its privacy notice.

MuthoCommerce provides the hosted storefront and commerce tools. It is not the seller, manufacturer, importer, courier, bank, payment service provider, payment system operator, or holder of shopper funds merely because its software displays the store, captures the order, or connects another service.

If the storefront does not clearly identify the Merchant and a working contact before purchase, do not place the order and report the store through the public abuse channel on Contact MuthoCommerce.

2. Payments and delivery

The checkout shows the payment method made available by the Merchant. A bank, mobile financial service, gateway, or other payment provider processes an automated payment under its own security and service terms. MuthoCommerce is designed to receive a payment status or transaction reference, not a shopper's full card number, PIN, password, or one-time code. Never send those secrets to a Merchant or MuthoCommerce through chat, email, or a form not operated by the payment provider.

A courier selected by the Merchant transports an order under the Merchant's and courier's arrangements. The Merchant remains the shopper's first contact for a late, lost, damaged, incorrect, or undelivered order and for a COD dispute.

3. Before placing an order

Review and retain the product description, total price and charges, delivery estimate, Merchant identity and contact, and the cancellation/return/refund/warranty terms. Check whether the item is custom, pre-order, perishable, digital, age-restricted, or otherwise subject to a lawful disclosed exception. The final confirmation should show an order number, items, total, payment status, delivery details, and complaint route.

A payment-success screen is not proof that a Merchant has lawfully completed the sale or delivered the goods. Keep the payment-provider reference and order confirmation, but do not publish a full account number, address, phone number, or payment credential in a public review.

4. Cancellation, refund, and complaint route

For a product-order problem, contact the Merchant through the contact shown on the store or order confirmation. Provide the order number, issue, requested solution, and relevant evidence. The Merchant is required by MuthoCommerce policy to give a reasoned response within 72 hours. If final resolution depends on a courier, bank, manufacturer, or investigation, the Merchant should give an interim response and a dated next update within that period.

MuthoCommerce does not automatically decide a private product-quality dispute or issue a refund from money it does not hold. It may preserve platform evidence, forward a report, restrict a product/store, or cooperate with a payment provider or authority when the evidence indicates fraud, illegality, safety risk, or policy breach. That platform action is separate from a shopper's claim against the Merchant.

A shopper may report an unresponsive merchant, prohibited product, misleading store, privacy misuse, review manipulation, or suspected fraud through the public Abuse/Consumer channel. The report should include the store URL, order reference, dates, Merchant response, requested outcome, and redacted evidence. MuthoCommerce will not require withdrawal of a truthful review or lawful regulator complaint as a condition of reviewing the report.

This route does not limit a complaint to the Directorate of National Consumer Rights Protection, a payment provider, law-enforcement authority, or a court. Bangladesh consumer complaint information is available from the Directorate, including hotline 16121 and its official online complaint route.

5. Personal data

The Merchant decides why shopper contact, address, order, delivery, review, loyalty, marketing, and store-conversation data is used and must explain that use in its store privacy notice. MuthoCommerce processes that data to provide the Merchant's selected features under a Data Processing Addendum. MuthoCommerce separately uses limited security, authentication, service-integrity, and legal-request data for the purposes in the MuthoCommerce Privacy Notice.

Privacy requests about an order or Merchant marketing should normally go to the Merchant first. A request about MuthoCommerce's own use, or a Merchant that cannot be reached, may use the public MuthoCommerce Privacy Request channel. Optional analytics or advertising tracking must not load before a valid choice where consent is required; details are in the Cookies and Tracking Notice.

6. Reviews and safety reports

A truthful review may be positive or negative. A Merchant may moderate spam, personal data, threats, unrelated obscenity, proven manipulation, or rights infringement, but must not remove a review solely because it is critical. Disclose a free product, discount, employee, affiliate, or other material connection.

For an immediate threat to life or safety, contact the appropriate emergency authority first. Do not use an ordinary support ticket as an emergency service.