Vendor Onboarding and Dispute Resolution Policy
1. Vendor Onboarding Process
1.1 Registration
Vendors interested in selling on our platform must complete the online registration form, providing the following details:
• Business Name
• Contact Information
• Tax Identification Number (TIN/GST)
• Business License
• Bank Account Details
1.2 Verification & Approval
Our team will review the submitted details and verify the authenticity of the business. The approval process includes:
• Document Verification
• Background Check
• Product Category Approval
• Agreement Signing
Once verified, the vendor will receive login credentials and access to the seller dashboard.
1.3 Product Listing
Vendors can list their products through the seller dashboard, ensuring they meet the platform’s guidelines:
• Accurate Product Descriptions
• Clear and High-Quality Images
• Competitive Pricing
• Compliance with Category-Specific Regulations
1.4 Training & Support
To ensure a seamless experience, we provide:
• Seller Training Sessions
• Guidelines on Order Processing, Shipping, and Returns
• Customer Support Assistance
2. Dispute Resolution Policy
2.1 Types of Disputes
Disputes may arise due to:
• Order Fulfillment Issues (delays, wrong items, damaged goods)
• Payment Delays or Discrepancies
• Policy Violations (misrepresentation, counterfeit products)
• Customer Complaints
2.2 Reporting a Dispute
Vendors can raise disputes through the seller dashboard by providing:
• Order ID / Transaction ID
• Nature of the Dispute
• Supporting Documents (emails, screenshots, invoices, etc.)
2.3 Dispute Resolution Process
1. Initial Review: Our support team reviews the dispute within 2-5 business days.
2. Communication: The concerned parties (vendor, customer, logistics partner) will be contacted for resolution.
3. Resolution Timeline:
◦ Simple disputes (e.g., incorrect payment) are resolved within 7 business days.
◦ Complex disputes (e.g., policy violations) may take up to 14 business days.
4. Final Decision: A resolution is communicated, and necessary actions (refunds, replacements, penalties) are taken.
2.4 Escalation Mechanism
If a vendor is dissatisfied with the resolution, they may escalate the issue to senior management or request third-party mediation.
2.5 Fraud Prevention & Compliance
To ensure a fair marketplace, any vendor found engaging in fraudulent activities (misrepresentation, fake reviews, etc.) will face:
• Warnings and Penalties
• Suspension or Termination of Account
• Legal Action (if necessary)
Vendors can contact our Support Team via email at support@suncare11.com or call our helpline at +91 8306420304.
