Suuqone Seller Policy

Last Updated: 2 April, 2025

At SuuqOne, our goal is to foster a dynamic and trustworthy marketplace for both sellers and buyers. By adhering to these policies, you contribute to creating an efficient, enjoyable, and secure shopping experience.

1. General Registration Policy

• All sellers must complete the registration form accurately.
• Sellers must agree to comply with all marketplace rules and regulations.
• SuuqOne reserves the right to approve or deny seller registrations at its discretion.

2. Account Registration

To ensure a secure marketplace, all sellers are required to register an account on SuuqOne.

• Eligibility: Sellers must be at least 18 years of age and legally authorized to enter into contracts.
• Required Information: Registration necessitates the provision of a valid government-issued ID, business name and registration (if applicable), and comprehensive contact information.
• Verification Process: All registrations will undergo a thorough compliance review. Sellers will be notified of the outcome within 3-5 business days. Providing accurate information is crucial to avoid delays in the process.

3. Product Listings

Accurate and appealing product listings are essential for attracting buyers.

• Product Information: Listings must include detailed descriptions, encompassing all relevant specifications and pricing information. High-resolution images are mandatory.
• Image Quality:
  • Minimum resolution: 1000×1000 pixels.
  • Images should clearly display the product from multiple angles with adequate lighting.
• Prohibited Items: Sellers are prohibited from listing illegal goods, counterfeit products, or items that infringe upon third-party intellectual property rights.
• Compliance: All products must comply with relevant local and international regulations and standards.

4. Pricing and Availability

Sellers have the autonomy to set their prices but must manage product availability effectively.

• Pricing Guidelines: Prices should be competitive. Sellers are advised to regularly assess market conditions and adjust their pricing strategies accordingly.
• Inventory Management: Sellers are responsible for maintaining accurate stock levels to prevent overselling. Notifications will be provided for low stock levels.
• Building Trust: To foster trust with customers, any hidden fees are not allowed.
• Promotional Pricing: Sellers are encouraged to offer temporary discounts during sales events (e.g., holiday sales, Eid) to attract buyers.
• Dynamic Pricing: Regularly review and adjust prices in response to market trends, seasonality, and inventory levels.

5. Inventory and Stock Availability

Maintaining accurate inventory levels and availability is essential for ensuring customer satisfaction and operational efficiency. Sellers must manage their stock effectively to prevent overselling and stockouts.

• Real-Time Inventory Management:
  • Utilize inventory management tools built into Suuqone to track stock levels in real time.
  • Promptly update inventory counts after restocking to reflect current availability.
• Listing Availability:
  • Only list products that are currently in stock and ready for shipment.
  • Remove or mark products as “out of stock” promptly when inventory is depleted.
• Order Fulfillment:
  • Commit to fulfilling orders within the specified timeframe to ensure timely delivery.
  • Communicate any potential delays to buyers as soon as possible.
• Pre-Orders:
  • Allow pre-orders for items that are not yet available, but clearly communicate estimated delivery dates.
  • Manage customer expectations regarding delivery timelines.
• Returns and Restocking:
  • Monitor return rates to identify potential inventory issues.
  • Implement a clear process for restocking returned items to ensure they are available for future sales.
• Seasonal Adjustments:
  • Anticipate seasonal demand fluctuations and adjust inventory levels accordingly.
  • Prepare for peak sales periods by increasing stock of popular items.

6. Shipping and Fulfillment

Timely shipping is crucial for ensuring customer satisfaction.

• Local Shipping Options: Sellers may select their preferred shipping methods and partners.
• Delivery Times:
  • Within the same city: Delivery within 24 hours.
  • Between different cities within the same country: Delivery within two days.
  • Between different countries: Delivery within seven working days.
• Shipping Costs: Sellers must clearly disclose all shipping costs during the checkout process.
• Order Tracking: Sellers are required to provide tracking information to buyers after an order has been shipped.

7. Returns and Refunds

SuuqOne’s refund policy is designed to foster trust and protect both customers and sellers.

• Refund Requests: Customers may request refunds within 2 days of delivery for damaged or defective items.
• Specific Policies:
  • Unopened beauty and personal care items are eligible for return within 5 days.
  • Opened items may only be returned if they cause adverse reactions, and this must be supported by appropriate documentation.
• Refund Conditions:
  • Full refunds are available for damaged or counterfeit products.
  • Partial refunds, up to 70% of the purchase price, may be issued for items that do not match their description.
  • Shipping costs are refundable only in cases of merchant error or damaged items.

8. Customer Service

Providing excellent customer service is essential for marketplace success.

• Response Time: Sellers must respond to customer inquiries within 24 hours.
• Dispute Resolution: Sellers must establish clear procedures for addressing and resolving complaints and disputes.
• Communication Standards: All communications with buyers must be professional and courteous.

9. Performance Metrics

Sellers will be evaluated based on specific performance metrics to maintain marketplace quality.

• Evaluation Criteria: These metrics include customer ratings, order fulfillment rates, return rates, and response times.
• Consequences of Poor Performance: Consistently low performance may result in account suspension or removal.

10. Compliance with Laws

Sellers are responsible for adhering to all relevant legal standards.

• Legal Obligations: Despite operational autonomy, all sellers must comply with all applicable local, state, and federal laws.
• Licensing Requirements: Sellers are responsible for obtaining any necessary licenses for their products and business operations.

11. Commission Structure

SuuqOne charges sellers a commission based on product pricing, as detailed below.

• Commission Rates:
  • 15% for all sales.
• Payment Management: SuuqOne will manage payments and release funds to sellers via Sifalo Pay, according to a schedule (daily, weekly, or monthly) based on the seller’s preference. This process ensures transparency and trust in transactions between buyers and sellers.

12. Payment Methods

To enhance buyer satisfaction and ensure a seamless shopping experience, SuuqOne relies on Sifalo Pay to offer a variety of secure payment options, including Mastercard, Visa, American Express, EVC, Premier Wallet, eDahab, ZAAD, and eSahal.

• For inquiries regarding additional payment options, please contact support@suuqone.com.

13. Promotional Events

SuuqOne organizes promotional events to stimulate sales and encourage seller participation.

• Seasonal Promotions: Sellers are encouraged to participate in events such as Eid and other public holidays by offering special promotions.

14. Seller Conduct

Sellers are expected to demonstrate professionalism and integrity in all their interactions.

• Maintain professionalism in all communications with buyers.
• Respond to inquiries promptly (within 24-48 hours).
• Refrain from fraudulent practices and respect buyer privacy.

15. Dispute Resolution

SuuqOne’s dispute resolution process prioritizes amicable solutions.

• Buyers and sellers are encouraged to resolve disputes directly whenever possible.
• If direct resolution is not possible, SuuqOne’s support team may mediate. The support team’s decision will be final.

16. Intellectual Property

Sellers are responsible for ensuring their listings comply with intellectual property law.

• Ensure that listed items do not infringe upon any third-party intellectual property rights.
• SuuqOne reserves the right to remove any listings that violate these policies.

17. Account Suspension or Termination

SuuqOne reserves the right to suspend or terminate seller accounts for:

• Violation of these policies or the terms of service.
• Engagement in fraudulent or illegal activities.
• Excessive complaints or failure to meet performance standards.

18. Amendment of Policies

SuuqOne reserves the right to amend these policies at any time. Sellers will be notified of any significant changes.

19. Contact Information

For any questions or concerns regarding these policies, please contact SuuqOne support at support@suuqone.com.

Thank you for being a valued member of the SuuqOne community! Together, we can create a thriving marketplace that benefits both sellers and buyers.