Seller Performance Policy

SELLER PERFORMANCE POLICY

1. INTRODUCTION AND PURPOSE

1.1. This Seller Performance Policy (the "Policy") defines the minimum performance standards and key metrics that Sellers ("You", "Your") are expected to achieve and maintain while listing and selling products on the Gajab.com Platform ("Platform"), operated by Aeliya Technologies Private Limited ("Company", "We", "Us", "Our").

1.2. The primary purpose of these standards is to ensure a consistently high-quality, reliable, safe, and trustworthy shopping experience for Buyers using the Platform. These standards are mandatory; failure to achieve them is considered a material breach of the Seller Agreement.

1.3. Maintaining good performance as outlined in this Policy is crucial for Your continued access to selling privileges and potentially for eligibility for certain platform programmes or benefits.

1.4. This Policy supplements the Seller Agreement and provides detailed standards referenced therein. All Sellers must comply with this Policy. The Company reserves the right to immediately suspend any Seller whose performance poses a risk to the Platform’s safety or integrity

2. KEY PERFORMANCE METRICS (KPI’S)

2.1. The Company evaluates Seller performance based on various metrics designed to measure the quality of service provided to Buyers and adherence to platform standards. These metrics may include, but are not limited to:

(a) Order Defect Rate (ODR): The percentage of Your orders over a defined period that result in significant negative outcomes such as: (i) successful Gajab Buyer Protection claims where the final decision was against the Seller for ‘Significantly Not As Described’ (SNAD) or 'Item Not Received' (INR); (ii) chargebacks initiated by the buyer's payment provider that are adjudicated against the Seller (excluding chargebacks deemed as buyer or payment provider fraud); (iii) negative seller feedback ratings (1 or 2 stars) directly attributable to seller performance (including without limitation product quality, shipping issues), as verified by the Company. 

(b) Pre-fulfilment Cancellation Rate: The percentage of total orders cancelled by You (the Seller) before confirming shipment (due to stock issues).

(c) Late Shipment Rate (LSR): The percentage of total orders where shipment is confirmed after the handling time (the applicable handling time is the time You specified in Your listing; if no handling time is specified by You, the default handling time set by Company policy will apply. Shipment confirmation must occur by 11:59 PM Indian Standard Time (IST) on the last day of the handling period.) You specified in Your listing or the default handling time set by Company policy.

(d) Valid Tracking Rate (VTR): The percentage of total shipped orders for which You provide valid tracking information, including the carrier name and tracking ID, via the Platform within 24 hours of confirming shipment or by the end of the specified handling time, whichever is earlier. 'Valid' means the tracking ID must show at least one carrier scan via the Platform within the required timeframe.

(e) On-Time Delivery Rate (OTDR): The percentage of Your tracked shipments that are delivered by the latest estimated delivery date communicated to the Buyer (dependent on the carrier providing timely tracking updates). Shipments where tracking confirms dispatch within the handling time but delivery is delayed solely due to documented widespread carrier disruptions (including without limitation major weather events affecting a region, national strikes announced by the carrier) may be excluded from the OTDR calculation at the Company's sole and absolute discretion, provided the Seller submits verifiable evidence.

(f) Buyer Satisfaction Metrics: Indicators reflecting Buyer satisfaction with Your service, such as Your average feedback rating, number of positive vs. negative reviews related to service.

(g) Policy Compliance: Your adherence rate to critical Gajab.com policies, potentially measured by the frequency of violations related to the Product Listing Policy, Intellectual Property Policy, or Prohibited Items Policy. Any valid Intellectual Property (IP) Infringement Notice results in an immediate 100% Defect score for that transaction.

(h) Buyer Inquiry Response Time: The average time taken by You to respond to Buyer inquiries received through designated Platform communication channels.

2.2. The Company reserves the right to introduce new metrics, modify existing metrics, or change calculation methods from time to time with notice to Sellers. 

2.3. The precise definitions, calculation methodologies, and data sources for each KPI are detailed on the Seller Dashboard.

3. PERFORMANCE TARGETS, EVALUATION PERIODS, AND REVIEW PROCESS

3.1. The Company establishes minimum performance targets or thresholds that Sellers are required to meet or exceed for the KPIs outlined above. Meeting these targets is essential for maintaining good standing. 

3.2. These specific performance targets are published and communicated to Sellers through the Seller Dashboard on the Platform . It is Your responsibility to be aware of the current targets applicable to Your account. 

3.3. The Company reserves the right to update these performance targets from time to time based on overall platform performance, market conditions, or strategic objectives. Sellers will be provided with reasonable prior notice of 7 (seven) days' of significant changes to performance targets, typically via the Seller Dashboard or registered email. 

3.4. Seller performance against these targets will typically be evaluated over a rolling 90-day period. However, for new Sellers (first 3 months), evaluation occurs on a rolling 14-day basis to mitigate early-stage risk

3.5. Your performance status will be reviewed periodically by the Company. You can monitor Your current performance metrics and standing against the targets via Your Seller Dashboard. You are expected to proactively monitor Your performance and take necessary actions to meet or exceed the required standards.Persistent failure to meet any single KPI for two consecutive evaluation periods will trigger a mandatory Account Review

4. CONSEQUENCES OF UNDERPERFORMANCE

4.1. Failure to meet the minimum performance standards set forth by the Company may, at the Company's sole discretion, result in one or more enforcement actions against Your Seller Account. The specific action(s) taken will depend on factors such as the severity, frequency, duration, and history of the underperformance, the specific metric(s) affected, and Your overall account health and responsiveness. 

4.2. Potential consequences include, but are not limited to: 

(a) Issuing performance warnings or notifications detailing the areas of underperformance and requiring improvement within a specified timeframe. 

(b) Requiring You to submit a detailed Plan of Action (POA) within 7 (seven) calendar days, failure to provide an approved POA within this window shall result in immediate suspension of listing privileges. This POA shall outline (i) the root cause analysis of the performance issue(s); (ii) specific, measurable steps You will take to rectify the issues; (iii) a timeline for implementation; and (iv) methods for monitoring improvement. The POA is subject to Company review and approval. 

(c) Imposing temporary or permanent selling restrictions, such as reducing Your listing limits, restricting Your ability to list in certain categories or participate in promotional programmes, or lowering the visibility/search ranking of Your listings. 

(d) Temporarily withholding Your payouts pending investigation into performance issues or demonstration of sustained improvement. 

(e) Temporarily suspending Your selling privileges or Your entire Seller Account. (f) Permanently terminating Your Seller Account and selling privileges on the Platform, in accordance with the Seller Agreement. 

4.3. The Company will generally notify You of any enforcement actions taken due to underperformance via email or Your Seller Dashboard, providing the reason for the action (unless immediate action without prior notice is necessary for critical reasons such as, but not limited to, suspected fraudulent activity, listing of illegal or unsafe products posing immediate risk, confirmed intellectual property infringement causing ongoing harm, or actions required by law enforcement or regulatory bodies). However, immediate action without prior notice may be taken for critical reasons such as suspected fraud, illegal products, or IP infringement.

4.4. The Company shall not be liable to the Seller for any loss of business, anticipated profits, or reputational damage arising from any enforcement action taken in good faith under this Policy, including account suspension or termination.

4.5. If a Seller’s performance defects (such as high SNAD rates) result in financial loss or statutory penalties for the Company, the Company reserves the right to recover such costs directly from the Seller’s pending payouts as Liquidated Damages

5. APPEAL PROCESS

5.1. Sellers who believe there has been a verifiable error in the calculation of their performance metrics leading to an incorrect evaluation, or who believe an enforcement action taken under Section 4 was unjustified due to specific, documented extenuating circumstances directly impacting their ability to perform (and not merely general market conditions or foreseeable business issues), may submit an appeal. 

5.2. Grounds for Appeal: Appeals will generally only be considered based on: 

(a) Clear evidence demonstrating a significant error in the data or calculation used by Gajab.com for the relevant KPI(s). 

(b) Documentation proving that the under performance was directly caused by verifiable factors wholly outside the Seller's reasonable control, such as widespread natural disasters impacting logistics significantly beyond normal contingencies, or documented Platform technical failures directly preventing required actions (consistent Force Majeure principles. For the avoidance of doubt, internal labour disputes, inventory mismanagement, or employee negligence are strictly excluded). Poor planning, inadequate staffing, employee negligence or stock-outs are not valid grounds for appeal. 

5.3. Submission Process: Appeals must be submitted within 14 calendar days. Appeals must be submitted exclusively through the dedicated Appeal Form accessible via the 'Performance' section of the Seller Dashboard. Email submissions will not be considered for performance metric appeals under this policy. The appeal must clearly state the specific metric, evaluation period, or enforcement action being appealed, and include relevant Order IDs where applicable.  

5.4. Review and Decision: The Company's designated Seller Performance team will review the appeal and supporting evidence. Additional information may be requested. The Company will make a decision on the appeal based on the submitted evidence and applicable policies, typically within 15 (fifteen) business days of receiving a complete appeal submission with all required evidence. During the appeal process, any existing restrictions on the account shall remain in force unless explicitly stayed by the Company. This timeframe may be extended if additional information is required or during periods of high volume. The decision on the appeal such as uphold action, modify action, or overturn action will be communicated to the Seller.

5.5. Finality: The Company's decision on an appeal submitted through this specific process is considered final concerning the application of this Seller Performance Policy. This does not limit Your rights under the overarching Dispute Resolution process (including the Grievance Redressal Mechanism and Arbitration) outlined Seller Agreement for disputes with the Company itself.

6. POLICY UPDATES

This Seller Performance Policy may be updated or modified by the Company from time to time. Changes will be communicated and become effective 7 (seven) days from the date of notice, except for changes required by Law. You are responsible for regularly reviewing this Policy and Your performance metrics on the Seller Dashboard to ensure ongoing compliance.