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Ban Appeals & Account Recovery

TL;DR / Quick Answer: BDX.market provides a transparent ban appeal and account recovery process at /appeals for users affected by listing freezes, account suspensions, or permanent bans. Eligible users submit evidence and identity verification to compliance officers for single-appeal evaluation or 72-hour hacked-account recovery.

To maintain marketplace safety and protect users from fraud, BDX.market enforces strict account suspensions, listing freezes, and permanent platform bans for terms of service violations. However, BDX recognizes that account compromises, misidentifications, or resolved disputes require a transparent, fair, and accessible Ban Appeal & Account Recovery process.

This document outlines the account restriction tiers, appeal eligibility rules, step-by-step submission procedures, administrative evaluation guidelines, and account recovery protocols on BDX.market.

Account Restriction Tiers​

When an account violates BDX policies or triggers automated security flags, the platform applies targeted restrictions proportionate to the violation severity.

┌─────────────────────────────────────────────────────────┐
│ Level 1: Temporary Warning & Listing Freeze             │
│ - Trigger: Minor catalog rule break, soft keyword flag  │
│ - Effect: Flagged listings hidden for 24–72 hours        │
│ - Action: Resolve listing details via Seller Dashboard  │
└────────────────────────────┬────────────────────────────┘
                             │
                             ▼
┌─────────────────────────────────────────────────────────┐
│ Level 2: Account Restriction (Suspension)               │
│ - Trigger: Unresolved disputes, off-platform links      │
│ - Effect: Cannot list items or place orders             │
│ - Payout Hold: Pending balance frozen during investigation│
└────────────────────────────┬────────────────────────────┘
                             │
                             ▼
┌─────────────────────────────────────────────────────────┐
│ Level 3: Permanent Account Ban                          │
│ - Trigger: Confirmed fraud, fake payment proof, scams    │
│ - Effect: Total platform lockout, device fingerprint ban│
│ - Payout Hold: Balances held for legal refund pool      │
└────────────────────────────┬────────────────────────────┘

Restriction Classification Table​

Restriction TierCommon TriggersPayout Wallet StatusAppeal EligibilityResponse SLA
Level 1 (Freeze)Keyword stuffing, miscategorized itemsNormal Payout ProcessingSelf-service edit in DashboardInstant upon update
Level 2 (Suspension)Failed 24h dispute response, off-platform chatFrozen during reviewEligible for Formal Appeal24 to 48 Hours
Level 3 (Permanent)Active fraud, stolen keys, fake bKash TrxIDPermanently LockedEligible for Final Appeal48 to 72 Hours

Appeal Eligibility & Submission Workflow​

Suspended or banned users can submit a formal appeal through the dedicated BDX Account Recovery Portal at /appeals or via direct contact with compliance officers.

[ User Account Suspended / Banned ]
                 │
                 ▼
 ┌──────────────────────────────┐
 │ Access /appeals Landing Page │
 └──────────────┬───────────────┘
                 │
                 ▼
 ┌──────────────────────────────┐
 │ Authenticate via Recovery    │
 │ Token / Email Verification   │
 └──────────────┬───────────────┘
                 │
                 ▼
 ┌──────────────────────────────┐
 │ Submit Appeal Form & Evidence│
 │ (Text + Verification Proofs) │
 └──────────────┬───────────────┘
                 │
                 ▼
 ┌──────────────────────────────┐
 │ Compliance Review Queue      │
 │ (Filament Admin Panel)       │
 └──────────────┬───────────────┘
                 │
        ┌────────┴────────┐
        ▼                 ▼
  [ Approved ]       [ Rejected ]
        │                 │
        ▼                 ▼
┌───────────────┐ ┌───────────────┐
│ Account       │ │ Final Notice  │
│ Restored      │ │ Sent to User  │
└───────────────┘ └───────────────┘

Step-by-Step Appeal Process​

  1. Notification & Appeal Token: Upon account restriction, the user receives an automated email detailing the exact violation code (e.g., ERR_OFF_PLATFORM_SOLICITATION, ERR_DISPUTE_TIMEOUT_EXCEEDED) along with a secure, time-limited Appeal Access Link.
  2. Evidence Submission: The user fills out the formal appeal questionnaire:
    • Detailed explanation of the circumstances leading to the suspension.
    • Clarification of any misunderstandings or third-party unauthorized account access.
    • Attachment of supporting evidence (e.g., screenshots, delivery receipts, supplier invoices, identity proof).
  3. Queue Assignment: Submitted appeals enter the Filament Compliance Management queue under Ban Appeals.
  4. Single Appeal Rule: Users are entitled to one formal appeal submission per restriction event. Repeated spam submissions without new evidence are automatically filtered.

Administrative Evaluation Guidelines​

Compliance officers evaluate ban appeals using standardized evidence rubrics to ensure unbiased decisions.

Evaluation Criteria​

  • Violation Severity: First-time procedural errors (e.g., unintentionally sending a phone number in chat to a buyer) are treated with leniency compared to deliberate financial fraud.
  • Account History: Officers review historical order volume, rating average, prior dispute resolutions, and total completed trade value.
  • Identity Authenticity: For identity-related bans, the user must provide Tier 2 KYC verification (live selfie matching NID) to prove ownership.
  • Restitution: In cases involving buyer disputes or missing delivery codes, the seller must agree to full financial restitution (refund from held wallet) before account reinstatement.

Account Recovery After Unauthorized Access (Hacked Accounts)​

If a seller's account is compromised due to phishing or credential stuffing on external sites, BDX enforces a specialized account recovery protocol.

Recovery Workflow for Compromised Accounts​

  1. Immediate Lockout: The real owner notifies support via /appeals or security desk. BDX support instantly revokes all active session cookies, invalidates API keys, and freezes wallet payouts.
  2. Identity Re-Verification: The claimant must submit:
    • High-resolution NID photo matching the account’s registered payout details.
    • A live selfie holding a paper note stating: BDX Account Recovery - [Date].
  3. Password & 2FA Reset: Upon successful verification, compliance officers reset the account email, clear old Two-Factor Authentication (2FA) secrets, and issue a temporary login link.
  4. Post-Recovery Audit: Wallet payouts remain restricted for 72 hours post-recovery to ensure no unauthorized withdrawal requests were injected during the compromise.

Finality of Decisions & Regulatory Boundaries​

BDX operates under transparent legal boundaries regarding permanent bans and held balances:

  • Final Administrative Right: BDX reserves the right to permanently terminate accounts that violate national laws, engage in payment fraud, or undermine marketplace safety.
  • Handling of Frozen Funds: Balances held in banned seller accounts tied to fraudulent transactions are retained for 90 days to cover potential buyer refunds and chargebacks. Remaining funds after legal compliance checks are processed according to Bangladesh financial regulations.
  • Law Enforcement Cooperation: In cases involving severe cybercrime or financial fraud, BDX preserves full account audit logs and cooperates with Bangladesh law enforcement authorities (e.g., CID Cyber Crime Unit) under official warrant requests.
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