Support Center

Buyer Safety & Transaction Guarantees

Your security is a foundation of the Mallnline experience. Every transaction on the platform is designed to protect your payment, your identity, and your purchase from start to finish.

Payment Security

Stripe-Powered Transactions

All payments on Mallnline are processed through Stripe, a PCI DSS Level 1 certified payment processor — the highest level of payment security certification available.

What this means for you:

  • Your card details never touch our servers. Payment information is sent directly to Stripe via their secure JavaScript SDK (Stripe Elements). Mallnline never receives, processes, or stores your full card number.
  • 3D Secure authentication is supported for additional verification on cards that require it.
  • Card network tokenization ensures your actual card number is replaced with a secure token during processing.

IMPORTANT

Mallnline staff and Malet Owners cannot see your payment card details. Only the last 4 digits are displayed for your reference.

Idempotent Checkout

The checkout system is designed to be safe even during network interruptions:

  • Each payment intent is created with a unique idempotency key, ensuring you can never be charged twice for the same Murchase — even if you accidentally click "Pay" multiple times.
  • If a checkout fails mid-processing, Stripe's authorization hold is automatically released within 24–48 hours.

Identity Protection

Sigil-Based Handles

On Mallnline, your identity is protected by the sigil system. Instead of exposing internal account IDs:

  • Your public identity uses a sigil-prefix handle (e.g., v|sarah)
  • Your reviews, comments, and community interactions display only your chosen display name and avatar
  • You control your visibility via Content Visibility settings:
Setting What's Shown
Full Name Your full display name and avatar
First Name Only Just your first name, avatar visible
Anonymous "Anonymous User" with a default avatar

TIP

Adjust your Content Visibility anytime from Settings → Privacy. Changes apply immediately to all future activity. Past activity retains its original visibility.

Support Ticket Anonymity

When you contact a Malet Owner through the support system:

  • Your real email and phone number are hidden by default behind a pseudo-anonymous alias (e.g., Customer-A7B3C)
  • You can choose to share your contact information on a per-ticket basis
  • Malet Owners can only see your identity details if you explicitly grant access

Purchase Guarantees

Inventory Lock on Checkout

When you begin checkout, the platform locks your selected inventory for the duration of the checkout process:

  • The stock count is reduced immediately to prevent another buyer from purchasing the same item
  • If your payment fails or you abandon checkout, the lock is released automatically

Real-Time Inventory Validation

Before your payment is processed:

  1. The uCart validates that all items in your cart are still in stock
  2. Items that have been sold out since you added them display a clear "Out of Stock" warning
  3. You can remove the unavailable item and proceed with the rest of your cart

Multi-Malet Aggregation

Your uCart supports items from multiple Malets in a single checkout. Each Malet's items are processed separately with their own payment intent, ensuring that:

  • A failure in one Malet's checkout doesn't affect the others
  • Refunds are scoped to individual Malet transactions

Guest Checkout Safety

You don't need an account to purchase on Mallnline:

  • Email-only checkout — provide your email address and complete your purchase
  • OTP verification — to check your Murchase status later, verify your email with a one-time password
  • Automatic reassignment — if you create an account later with the same email, all guest Murchases are automatically linked to your new account

NOTE

Guest checkout does not save payment methods or create persistent sessions. Each purchase is a standalone transaction.

Data Protection

What We Store

Data Stored? Details
Full card number ❌ No Handled exclusively by Stripe
Last 4 digits ✅ Yes For your order confirmation display
Email address ✅ Yes For order confirmations and OTP verification
Shipping address ✅ Yes Shared only with the Malet Owner for fulfillment
Browsing history ❌ No We do not track your navigation across Malets

GDPR Compliance

You can exercise your data rights at any time from Settings → Privacy & Data:

  • Export your data — download a full copy of your personal information
  • Cookie preferences — granular cookie consent with opt-in/opt-out controls
  • Account deletion — request complete removal of your account and associated data

Dispute Resolution

If something goes wrong with a Murchase:

  1. Contact the Malet Owner — Use the uChat messenger on the Malet's storefront to reach them directly
  2. Open a support ticket — If the Malet Owner is unresponsive, file a ticket through the Support Center
  3. Platform escalation — Unresolved disputes are escalated to Mallnline's Trust & Safety team (Tower), who review transaction logs and can intervene on your behalf

WARNING

Never share your Mallnline password, OTP codes, or session tokens with anyone claiming to be a Malet Owner or platform support. Mallnline staff will never ask for these.