Vendor Policies

Vendor Policies

Astaan Marketplace is committed to fostering a reliable and fair platform for all vendors. These policies ensure clarity, compliance, and mutual success. All vendors must adhere to the following guidelines to maintain a trustworthy and professional marketplace environment.

1. Vendor Registration and Onboarding
   1. Eligibility:
      • Vendors must provide valid identification, business licenses (where applicable), and accurate contact details during registration.
   2. Account Setup:
      • Vendors are responsible for ensuring that all product listings, descriptions, and prices comply with Astaan’s standards.
   3. Verification Process:
      • All vendor accounts undergo a verification process to ensure legitimacy and compliance with marketplace policies.

1. Product Listings and Content Guidelines
   1. Accuracy:
      • Product descriptions, pricing, and images must accurately represent the items being sold.
   2. Prohibited Items:
      • Vendors are strictly prohibited from listing illegal, counterfeit, or restricted items as outlined in Astaan’s Prohibited Items Policy.
   3. Content Quality:
      • Listings must not contain false claims, offensive content, or misleading information.

1. Order Fulfillment and Shipping
   1. Timely Dispatch:
      • Vendors must process and dispatch orders within the agreed-upon timeframe.
   2. Shipping Standards:
      • Ensure that products are securely packaged to avoid damage during transit.
   3. Order Cancellations:
      • Vendors must notify Astaan and the customer promptly if an order cannot be fulfilled.

1. Customer Service and Dispute Resolution
   1. Customer Communication:
      • Vendors are required to respond to customer inquiries and complaints within 24 hours.
   2. Returns and Refunds:
      • Vendors must comply with Astaan’s Return and Refund Policy, addressing returns or refunds promptly and fairly.
   3. Dispute Resolution:
      • In cases of unresolved disputes, Astaan will mediate to ensure a fair outcome for both the vendor and the customer.

1. Vendor Responsibilities
   1. Compliance with Laws:
      • Vendors must comply with all applicable local and international laws regarding their products and operations.
   2. Platform Integrity:
      • Vendors must not engage in fraudulent activities, including fake reviews, price manipulation, or sale of counterfeit goods.
   3. Data Security:
      • Vendors must protect customer information and not misuse or disclose personal data.

1. Performance Monitoring and Penalties
   1. Performance Metrics:
      • Astaan monitors vendor performance based on metrics like order fulfillment rate, return rate, and customer feedback.
   2. Penalties:
      • Non-compliance with policies may result in penalties, including:
        • Temporary suspension of vendor account.
        • Permanent removal from the platform.
   3. Appeals:
      • Vendors can appeal penalties through Astaan’s Vendor Support Team, providing evidence to contest the decision.

1. Fees and Payments
   1. Commission Fees:
      • A standard commission is charged on each sale. Vendors are informed of these rates during registration.
   2. Payment Schedule:
      • Vendors receive payouts on a bi-weekly basis, subject to successful order completion and no pending disputes.
   3. Deductions:
      • Refunds, chargebacks, or penalties are deducted from vendor payouts.

1. Termination and Account Deactivation
   1. Voluntary Termination:
      • Vendors can request account deactivation by providing 30 days’ notice to Astaan.
   2. Involuntary Termination:
      • Astaan reserves the right to terminate accounts for policy violations, fraud, or repeated poor performance.
   3. Post-Termination Obligations:
      • Vendors must fulfill all pending orders and resolve any outstanding disputes before account deactivation.

Contact Us

For questions or support regarding vendor policies, please contact:

• • • Email: vendorsupport@astaanmarketplace.com
    • Phone: +252-61-XXXXXXX
    • Address: Astaan Tower, KM5, Mogadishu, Somalia