Seller Policies for Splice Mart

Effective Date: 05-Nov-2024

At Splice Mart, we aim to maintain high standards for our marketplace. The following metrics and policies are essential for sellers to ensure a positive shopping experience for customers.

1.⁠ ⁠Valid Tracking Rate (VTR)
Definition: Valid Tracking Rate measures the percentage of orders with valid tracking information provided to customers.

Policy:

Sellers must provide valid tracking information for at least [insert percentage, e.g., 95%] of shipped orders.
Tracking numbers must be uploaded within [insert timeframe, e.g., 24 hours] of shipment.
Failure to meet the VTR requirement may result in penalties, including reduced visibility in search results and potential suspension from the platform.

2.⁠ ⁠Order Defect Rate (ODR)
Definition: Order Defect Rate is the percentage of orders that have received negative feedback, claims, or returns.

Policy:

Sellers must maintain an ODR of less than [insert percentage, e.g., 1%].
The following issues contribute to ODR:
Negative feedback from customers.
A-to-Z claims.
Returns initiated by customers.
Sellers who exceed the ODR threshold may face corrective actions, including restricted selling privileges.

3.⁠ ⁠On-Time Delivery Rate (OTDR)
Definition: On-Time Delivery Rate measures the percentage of orders delivered by the promised delivery date.

Policy:

Sellers must achieve an OTDR of at least [insert percentage, e.g., 95%].
Sellers are responsible for providing accurate shipping times and ensuring timely delivery.
Late deliveries will impact the seller’s performance metrics and may lead to penalties.

4.⁠ ⁠A-to-Z Claims
Definition: A-to-Z Claims are customer-initiated claims for refunds when issues arise with an order, such as non-delivery, damaged items, or significant discrepancies from the listing.

Policy:

Sellers must respond to A-to-Z Claims within [insert timeframe, e.g., 48 hours].
Sellers are encouraged to resolve disputes directly with customers before they escalate to A-to-Z Claims.
Excessive claims may lead to account suspension or further action.

5.⁠ ⁠Chargeback Claims
Definition: Chargeback Claims occur when customers dispute a transaction with their credit card issuer, resulting in a reversal of funds.

Policy:

Sellers must provide accurate descriptions and fulfill orders promptly to minimize chargeback claims.
Chargebacks should be monitored closely. A chargeback rate exceeding [insert percentage, e.g., 1%] may lead to account review and potential penalties.
Sellers are responsible for responding to chargeback notifications and providing any required documentation.