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Customer Care

Law Enforcement Policy
Access to Account Holder's Records
Parties seeking data related to a transaction on SHINGOU CO.,LTD. ’s platform or a SHINGOU CO.,LTD. user’s account should always attempt to obtain the relevant data directly from the user before approaching SHINGOU CO.,LTD. . Users generally have access to the same transactional records that SHINGOU CO.,LTD. may be able to produce in response to legal process.
Data Available
SHINGOU CO.,LTD. will search for data that is specified with particularity. However, please note that due to the nature of SHINGOU CO.,LTD. ’s systems, SHINGOU CO.,LTD. may not be able to provide data related to the specific items purchased in a given transaction, and may not be able to locate specific shipping addresses without undertaking significant effort, which may delay its response. Additionally, please note the following guidelines for specifying search terms to better facilitate SHINGOU CO.,LTD. ’s search for responsive information.
User account data requests
SHINGOU CO.,LTD. may produce basic user account information if properly requested by legal process and if consistent with applicable law. User accounts must be identified by name and email address and/or a SHINGOU CO.,LTD. -issued user identifier
Listing information requests
Listings for which information is requested must be identified by the URL where the listing was made available on SHINGOU CO.,LTD. .
Credit Card Transaction Requests
SHINGOU CO.,LTD. may produce information associated with transactions, including usernames, IP addresses, and shipping information if properly requested by legal process and if consistent with applicable law. SHINGOU CO.,LTD. may search for transaction data related to specific credit card or debit card numbers, if the requesting party provides the type of card (i.e., Visa, MasterCard, etc.), last four digits of the card number, date of transaction, and the amount of each individual transaction. In addition, SHINGOU CO.,LTD. may search for information related to third-party payment services such as PayPal and Klarna, provided that the party requesting data provides sufficient information, and identifies the payment service provider in response to the request.
SHINGOU CO.,LTD. may produce information associated with transactions, including usernames, IP addresses, and shipping information.
Preservation
SHINGOU CO.,LTD. will comply with preservation requests by governmental entities and take steps to preserve available account records for 90 days, which may be extended for an additional 90 days pursuant to a preservation extension request by the governmental entity.
Foreign Requests
To the extent permitted by applicable law, SHINGOU CO.,LTD. Inc. and SHINGOU CO.,LTD. B.V. may, at their discretion, respond to requests from law enforcement and governmental entities outside their respective jurisdictions if there is a valid legal basis for such requests.
Emergency Disclosures
SHINGOU CO.,LTD. may disclose data pursuant to an emergency disclosure request from law enforcement when we believe that doing so is necessary to prevent death or serious physical harm to someone. For more information about the emergency disclosure request process, please contact [email protected]
Testimony
SHINGOU CO.,LTD. does not provide expert testimony support. SHINGOU CO.,LTD. records are self-authenticating pursuant to law and should not require the testimony of a records custodian. If a special form of certification is required, please attach it to your records request.
Cost Reimbursement
SHINGOU CO.,LTD. may seek reimbursement for costs incurred responding to requests for information as provided by law and may also charge additional fees for costs incurred in responding to unusual or burdensome requests. SHINGOU CO.,LTD. may waive these fees at its sole discretion.