Order Fulfillment Rules
1. Poor Performance with an order fulfillment below 95% will result in
the account being frozen

2. Late Shipment Rate
• Definition: Orders not shipped within the SLA (e.g., Same day before cut off
period of 4:00 PM or next day after 4:00PM).
• Penalty:
o First Warning: Notification and 7-day correction window.
o Repeat Violation: Temporary listing suspension for specific SKUs.
o Chronic Delay (3+ times/month): Marketplace suspension for 7 days.

3. High Order Cancellation Rate
• Definition: Seller-initiated cancellations due to stock-outs or mispricing.
• Penalty:
o 5%+ Cancellation Rate: 10-day monitoring flag.
o 10%+ Rate: AED 100 per canceled order + account review.
o Repeat Offense: Delisting of affected SKUs for 30 days.

4. Frequent Returns Due to Misleading Listings
• Definition: Returns triggered by incorrect product images, descriptions, or
missing components.
• Penalty:
o 3%+ Return Rate for Reason "Not as Described": Warning.
o 5%+: Mandatory listing update or temporary delisting.
o 7%+: Commission increase by 2% on affected SKUs for 30 days.

5. Listing Policy Violations
• Examples: Low-quality images, keyword stuffing, duplicate listings.
• Penalty:
o First Violation: Warning + 72-hour window to fix.
o Repeat: Delisting of SKUs and restriction on new uploads for 14 days.
o Chronic Violation: AED 500 compliance fee per repeated offense.

6. Non-Compliance with Return Policy
• Definition: Refusing legitimate returns, delaying refunds, or disputing
approved returns.

• Penalty:

o AED 100 penalty per case + auto-refund at seller’s cost.
o Vendor dashboard flag and SLA downgrade.
o Escalation to Pet Corner Dispute Resolution Team.

7. Low Customer Satisfaction Score
• Definition: Based on reviews, complaints, refund requests.
• Penalty:
o Score < 85%: Dashboard warning + monthly review.
o Score < 75% for 2 consecutive months: Commission increase by 2% until
score improves.

8. Failure to Update Inventory
• Penalty:
o Inventory mismatch or overselling: AED 50 per order canceled due to stock
error.
o SKU freeze until confirmed stock is uploaded.

9. Slow Vendor Communication
• Definition: Delayed replies to Pet Corner backend messages or customer
queries.
• Penalty:
o 24-hour response delays: SLA performance downgrade.
o Repeated delays: Removal from promotions or featured listings.

We offer want to offer you bonus for performance-based perks:
• Featured brand spots for vendors with 98%+ fulfillment rate.
• Reduced commission for sellers with <1% return and 100% SLA compliance
for 3 months.