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Fulfilling orders promptly and accurately is the number one priority of a merchant receiving sales.

  • All orders must be fulfilled in 7 working days:

If an order is not fulfilled in 7 working days, it will be refunded and the associated product may be disabled.

Addendum: The merchant will also be penalized $25 per auto-manual refunded order.

  • Deceptive Fulfilment Policy:

A merchant who deceptively fulfils an order will be penalized $1,000* per incident.

  • If a merchant has an extremely high number of orders refunded by policy 1, their account will be disabled:

Auto-refund ratio is the number of orders automatically refunded due to policy 5.1 over the number of orders received within six months. If this ratio is extremely high, the merchant's account and including all merchant's products on SCS Bank Marketplace will be at risk of being disabled.

  • If a merchant's fulfilment rate is extremely low, their account will be disabled:

Fulfilment rate is the number of orders fulfilled over the number of orders received within six moths. If this rate is extremely low, the merchant's account and including all merchant's products on SCS Bank Marketplace will be at risk of being disabled.

  • Order Cancellation Penalty Policy:

If an order is found to have been cancelled or refunded prior to confirmed fulfilment, the merchant will be penalized $5 per violating order.

Addendum: Merchants are allowed to dispute these penalties within 5 business days after a penalty statement is generated.

  • Orders that are fulfilled with fake tracking numbers will be penalized:

If an order is fulfilled using a fake tracking number, the merchant may be subject to penalties.

Violating orders that are marked shipped or have modified tracking number will be penalized. The penalty amount issued will reflect order value plus $50.

The penalty can only be disputed and approved within 60 days from when the penalty was created. If the penalty dispute is not approved within the 60 day period from when the penalty was created, the penalty will not be reversed.

  • Orders that are not confirmed shipped by the carrier within the designated amount of time after order released date will be penalized:

If an order is not confirmed shipped by the carrier within the following designated amount of time after the order is released, then the merchant will be penalized 20% of the order value.

Orders where (merchant price per item + shipping price per item) is less than $100 that are not confirmed shipped within 5 working days of the order being released will be penalized.

Orders where (merchant price per item + shipping price per item) is greater than or equal to $100 that are not confirmed shipped within 7 working days of the order being released will be penalized.

Order value is defined as ‘quantity  (merchant price + merchant shipping)’.

An order's penalty for late confirmed fulfilment will be reversed if the order is confirmed delivered by the carrier within 15 days from when the order was released to the merchant. However, the penalty will not be reversed if the merchant updates the tracking number for any reason.  Merchants are allowed to dispute these penalties via the order tracking dispute tool.

The penalty can only be disputed and approved within 60 days from when the penalty was created. If the penalty dispute is not approved within the 60 day period from when the penalty was created, the penalty will not be reversed.

Addendum: The penalty will not be reversed if merchants updates tracking number for any reason.

  • Orders that qualify for the Confirmed Delivery Policy must be shipped with real tracking code by carriers that provides last mile tracking.

The Confirmed Delivery Policy affects orders that are shipped to any country and have a combined merchant price and merchant shipping of the one product within the order above their respective thresholds.

Requirements:

    • Orders must be fulfilled with valid tracking within 15 days.
    • Orders must be shipped by carriers with a method that provides last mile tracking.
    • Orders must be confirmed delivered by delivery carriers within 30 days of the order being available for fulfilment.

Merchants that do not meet these requirements are at risk of being disabled, including all merchant's products on SCS Bank Marketplace.

  • Sensitive or special products must be correctly declared:

Merchants must correctly identify and declare sensitive or special products to the carrier before shipping them. Merchants must deliver general and sensitive / special products in separate special packages suited for these sensitive / special products with proper labelling.

If merchants do not declare sensitive or special product type, but deliver such a product, merchants will be charged a penalty of $20 per package of Sensitive Product. 

 

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