Seller Performance Policy: SLA Compliance and Penalty Guidelines

Sellers must dispatch all orders within 48 hours of receiving them. Delays beyond the SLA will attract the following penalties:

Delay Beyond SLA	Penalty per Delayed Order
1-2 Days (49-96 Hours)	₹5 per delayed order.
3-5 Days (97-120 Hours)	₹10 per delayed order.
More than 5 Days	₹20 per delayed order, and the order may be canceled.

If a seller cancels an order after accepting it, the following penalties will apply:

Cancellation Scenario	Penalty
Seller cancels an order	100% marketplace commission charged for the canceled order.
Cancellation due to inaccurate stock	₹50 per canceled order, in addition to 100% commission deduction.

For sellers consistently failing to meet SLA requirements:

Non-Compliance Percentage	Action Taken
20%-39%	First reminder issued; no monetary penalty.
40%-50%	Penalties for delayed orders applied.
Above 50%	Payouts for delayed orders held; stricter actions, including additional penalties and temporary suspension of order acceptance, if necessary.

Payouts operate on a 10-day cycle. Orders delayed or canceled during a cycle may result in payouts being held until compliance is improved.
Reminder and Penalty Escalation:
- First Reminder: Issued for 20% non-compliance; no payout hold.
- Second Reminder: Issued for 40% non-compliance; penalties applied, and payouts held.
- Third Reminder: Issued for 50% or higher non-compliance; stricter penalties applied.

Dispatch Orders Promptly: Always process and dispatch orders within 48 hours to meet SLA requirements.
Accurate Inventory Management: Regularly update stock to avoid cancellations due to unavailability.
Proactive Communication: Inform us promptly of any operational challenges to mitigate penalties.

We value our sellers and are committed to supporting you: