Last revised: August 13, 2026

This page is for WPBay sellers established or residing in the European Union who act for purposes relating to their trade, business, craft, or profession and offer products or services to consumers located in the EU.

It explains how eligible sellers can raise complaints concerning their business relationship with WPBay under Regulation (EU) 2019/1150, commonly known as the Platform-to-Business or P2B Regulation.

Consumer complaints, including complaints from customers purchasing products through WPBay, are not covered by this process.

Application to WPBay

The P2B Regulation contains fairness and transparency requirements for online marketplaces that connect business users with consumers.

Articles 11 and 12 of the Regulation exempt providers that qualify as small enterprises from the mandatory internal complaint-handling and mediator-identification requirements.

Regardless of whether a particular exemption applies, WPBay voluntarily makes the complaint-handling process described on this page available to eligible EU sellers free of charge. Providing this voluntary process does not waive any exemption available to WPBay under the Regulation.

Additional contractual protections are described in the Additional Terms for EU Sellers.

WPBay’s internal complaint-handling process

An eligible seller may submit a complaint concerning alleged non-compliance by WPBay with obligations under the P2B Regulation, a technological issue directly related to WPBay’s marketplace services that materially affects the seller, or conduct or measures taken by WPBay that directly affect the seller’s use of the marketplace.

Examples may include a product rejection or removal, account restriction or suspension, payout or commission issue, incorrect application of marketplace terms, a technical problem preventing use of an important seller function, or a concern about how a decision affecting the seller was made or explained.

The complaint must concern WPBay’s conduct, systems, or decisions. Disputes solely between a seller and customer, between two sellers, or involving an external service are not normally P2B complaints unless the complaint also concerns an action or obligation of WPBay.

How to submit a P2B complaint

Send your complaint to support@wpbay.com with the subject:

EU P2B Complaint – [seller username or product name]

Identify yourself and your WPBay seller account. Explain the decision, conduct, technical issue, or legal obligation involved, when the issue occurred, how it affected your use of WPBay, and what outcome you are requesting.

Include relevant product URLs, order numbers, support tickets, screenshots, correspondence, error messages, or other supporting information. Do not include passwords, complete payment-card details, private licence keys, or unnecessary sensitive personal information.

If the complaint concerns a product rejection, removal, suspension, restriction, or termination, include the notice or statement of reasons you received from WPBay.

Submitting a complaint is free of charge.

What happens after a complaint is submitted?

WPBay will review whether the complaint falls within this process and whether enough information has been provided to investigate it.

We may ask for clarification or additional evidence. A complaint may also be forwarded internally to the technical, product-review, payments, security, legal, or marketplace team responsible for the issue.

Complaints are reviewed individually. WPBay will consider the relevant facts, marketplace records, applicable agreements, previous correspondence, and any policies or legal requirements involved.

We aim to handle complaints within a reasonable timeframe, taking into account their complexity, urgency, technical scope, and the need to obtain information from other parties.

The seller will receive an individual outcome in plain and understandable language. Where appropriate, the response will explain whether the original decision was upheld, changed, or reversed and identify any corrective action or next step.

Submitting a good-faith complaint will not, by itself, be used as grounds for restricting a seller or their products.

Possible outcomes

Depending on the circumstances, WPBay may uphold the original decision, reverse or modify it, restore a product or account, correct a technical or payment issue, request changes to a product, provide a more detailed explanation, or determine that no further action is required.

A successful complaint does not prevent WPBay from maintaining a separate restriction based on another legal, contractual, security, fraud, intellectual property, or consumer-protection concern.

If a complaint falls under a different process, WPBay may direct the seller to the appropriate procedure. Copyright and intellectual property complaints are handled under the DMCA and Intellectual Property Notice Process. Reportable cybersecurity events are addressed in the EU Cyber Resilience Act Reporting Requirements for WPBay Sellers.

Mediation

If a dispute cannot be resolved through the internal process, either the seller or WPBay may propose mediation under the Additional Terms for EU Sellers.

Mediation involves an independent and impartial person helping the parties attempt to reach an agreement. The mediator does not normally impose a binding decision.

WPBay is willing to consider mediation through the Centre for Effective Dispute Resolution P2B Mediation Panel or another qualified independent mediator agreed by both parties.

Participation, mediator selection, procedure, language, location, and costs will be confirmed before mediation begins. Where the cost-allocation provisions of Article 12 of the P2B Regulation apply, WPBay will bear a reasonable proportion of the mediation costs, taking into account the circumstances identified in the Regulation.

Each party remains responsible for its own legal and professional expenses unless otherwise agreed.

Mediation is confidential and does not affect either party’s right to begin judicial proceedings or use another remedy available under the Seller Agreement or applicable law before, during, or after mediation.

Relationship with other complaint and appeal processes

A P2B complaint does not replace a DMCA counter-notification, security report, payment dispute, consumer complaint, or another procedure that has specific legal requirements or deadlines.

Submitting a P2B complaint does not suspend a legal limitation period, court deadline, counter-notification period, chargeback deadline, or another time limit unless applicable law expressly provides otherwise.

WPBay may combine related complaints or coordinate their review, but each applicable legal process retains its own requirements.

Confidentiality and complaint records

WPBay will limit access to complaint information to people who reasonably need it to investigate, resolve, document, or legally review the matter.

Information may be disclosed where necessary to obtain a response from an affected party, comply with the law, protect legal rights, or conduct mediation or judicial proceedings.

Published transparency information is aggregated and does not identify individual sellers.

Annual transparency report

Article 11 of the P2B Regulation requires covered providers to make information about the functioning and effectiveness of their internal complaint-handling system publicly available and to verify that information at least annually.

Although small enterprises are exempt from this requirement, WPBay may publish this information voluntarily to improve transparency for sellers.

Reporting period: January 1, 2025 – December 31, 2025

For reporting purposes, processing time is measured from receipt of a sufficiently complete complaint until WPBay sends its final written outcome. Duplicate submissions concerning the same issue may be recorded as one complaint.

This section will be reviewed and updated annually.

Current regulatory status

The P2B Regulation remains applicable at the date this page was last revised.

In November 2025, the European Commission proposed repealing or modifying parts of the P2B Regulation as part of its Digital Omnibus initiative. That proposal has not yet replaced the current Regulation.

WPBay will update this page if those proposed changes are adopted and become applicable.