Payments to sellers are based on orders successfully delivered to the Customer. In case a payment has been issued by SastaMarkaz to the Seller for a delivered item that is later returned to SastaMarkaz by the customer, SastaMarkaz will deduct equivalent amount in the next cycle and return the product to the Seller (subject to return policy). Items that are in transit or at a SastaMarkaz warehouse location will be clearly listed on each Marketplace sales statement provided to the Seller.
Payments for delivered products will be settled on a monthly basis according to the following structure where t is the last day of the month:
- t + 3 : Statements shared with Sellers via email
- t + 5 : Cheques deposited in Seller’s bank account.
In case of public holidays/weekends falling upon these dates, the payment date will be released to the first upcoming business day. In order to be eligible for payments, the Seller must always keep a copy of the signed airway bill for products handed over to a SastaMarkaz certified shipping provider.
Seller Return Policy
The Seller is obligated to accept returns for the following reasons within 30 days of handing over the product to SastaMarkaz or one of our logistics providers. The Seller thereby remains the legal owner until the product has been delivered and fully accepted by the customer.
- Delivery failure (the product cannot be delivered to the customer for any reason)
- Product is faulty
- Product is not the one that was ordered
- Product was misrepresented on the SastaMarkaz website
- Customer’s convenience within SastaMarkaz return policy
Returned products will always go through a quality control at a SastaMarkaz warehouse before being returned to the Seller. The quality control done by SastaMarkaz will always be considered as the only valid control.
If SastaMarkaz or one of our logistics partners is responsible for damage to a product or packaging, SastaMarkaz will reimburse the Customer and become the legal owner of the product.
If the Customer is responsible for the damage, the product is sent back to the Customer and there is no reimbursement.
If the Seller or manufacturer is responsible for the default, the product is sent back to the Seller within 30 days of handing over the product to SastaMarkaz. In case of disagreement over the quality control, the Seller has to open a dispute within 3 days of receiving the product.
Seller Shipping Policy
SastaMarkaz’ core strategy is to deliver a top customer experience and build a relationship of trust with both sellers and customers. This trust is maintained by consistent fulfilment of the commitments we make to the customers on SastaMarkaz in terms of product quality and delivery time.
Simple Shipping is a shipping service provided by SastaMarkaz. The service connects sellers with some of the best carriers providing them with pre-negotiated pricing and tightly-coupled integrations to enable global shipping with ease.
The service uses information about your product together with your shipping origin to automatically generate the best shipping rates and transit times for your buyers. When a buyer places an order, do the 3Ps: Pick, Pack, Print your shipping documentation and then schedule a pickup with the carrier, who will deliver directly to the buyer.
SastaMarkaz uses the weight of your products to calculate shipping charges. This weight will either be the actual weight of the product or the volumetric shipping weight, whichever is higher. The shipping volumetric weight of a parcel is height x length x breadth in CM(centimeter) divided by 5000.
SastaMarkaz Shipping Model
The Seller keeps inventory at his own warehouse, but actively manages his shop on SastaMarkaz. When an order is placed on www.sastamarkaz.pk, the seller packs the item and drops it off in sealed form with correct shipping labels at a SastaMarkaz hub (or at one of our logistics providers). We will take it from here and ensure that the product reaches the customer on time.
Shipping Operating Model
To give your customers the best possible shopping experience and minimize the risk of returned products, SastaMarkaz has established clear packaging standards. Sellers must use proper packaging material to meet the quality standards of SastaMarkaz. If a seller does not follow proper packaging standards, It risks higher rejection and return rates, which can result in delisting and lost revenue.
The Seller must process orders within 1 working day of order confirmation and deliver to SastaMarkaz once a day at the hour decided with SastaMarkaz. Any cancelled orders or delayed fulfilment will trigger a penalty that will be deducted from the payment to the seller.
All packages returned by customers are routed through a SastaMarkaz warehouse. We protect the seller’s interests by checking all returned products thoroughly to ensure that the return reasons are genuine. Only the genuine cases are returned to vendors within 30 days of shipping to the customer. The Seller will be charged Rs 500 for each item returned due to “dead on arrival’, ‘mis-shipped’, ‘defective’ and ‘not as described’ products.
If a vendor is facing recurring problems of rejections / returns, we may move him to a different model whereby his products will always be routed through the SastaMarkaz warehouse for a Quality Check*. SastaMarkaz will charge an additional Rs 100 handling per item for each item shipped on this model.
In addition to the drop-off option, SastaMarkaz offers pick-up as a value added service (Rs 50 per item; special rates for bulky items) whereby products are picked up in approved packaging from the seller’s warehouse. For certain bulky items (such as furniture and mattresses) the pick-up service is not available and delivery to the customer’s doorstep must be accommodated by the seller.
- Seller Obligations
By using the Simple Shipping service, you agree to:
- Provide accurate shipping dimensions for your products
- Pick and pack your order in an appropriate manner for shipping globally
- Print out shipping documentation and invoices in multiple copies, as required by our carrier
- Be available together with your order for dispatch at your scheduled pickup time.
You agree that you will not use the service to:
- Ship orders that have not been transacted via the SastaMarkaz platform
- Carry out any illegal or prohibited activity
- Cause disrepute to SastaMarkaz, the carrier or any other party
- Cash on Delivery
Cash on Delivery service is available for some or all of your orders as a payment method.
You acknowledge that there are inherent risks in shipping an order prior to having received payment and relying on Cash on Delivery as a payment method. This risk can increase significantly for cross border shipments. You may be liable for the cost of shipping, customs duties, taxes, return shipping, storage, demurrage, documentation fees and any other additional charges imposed by the carrier or by SastaMarkaz for your order.
You acknowledge and accept the following risks when using Cash on Delivery with Simple Shipping;
That the carrier may miss out on collecting your payment or collects an incorrect amount
That the buyer chooses not to accept or pay for their order
That the buyer pays the carrier in a different currency which may result in losses due to foreign exchange fluctuations
That SastaMarkaz will not be able to settle your Cash on Delivery with Simple Shipping orders until it has received and reconciled settlement from the carrier
While SastaMarkaz and the carrier will aim to offer a highly reliable Cash on Delivery service, you acknowledge that this will be on a best effort basis. SastaMarkaz will not be liable for performance, losses, costs or other fees or penalties.
- Incorrect Weight and Dimensions
If the actual dimensional weight of your order exceeds the weight and dimensions of your offer, whether you have created the catalogue entry or opted to sell against an existing catalogue entry, you will be liable for additional charges imposed by the carrier or by SastaMarkaz for your order.
- Buyer Refusal or Rejection
If a buyer refuses to accept an order when it is clearing customs or at the time of delivery, you will be liable for the cost of shipping, customs duties, taxes, return shipping, storage, demurrage, documentation fees and any other additional charges imposed by the carrier or by SastaMarkaz for your order.
- Return Shipments
If an order is returned to you at your request or if a buyer has refused to accept an order when it is clearing customs or at the time of delivery, the carrier or SastaMarkaz will impose a return shipping cost, and you may be liable for customs duties, taxes, storage, demurrage, documentation fees and any other additional charges.
- Confiscated Shipments
If an order is confiscated by customs authorities at origin or destination and cannot be delivered to the buyer, the buyer will be reimbursed for the value of the order including shipping. The carrier will attempt to release your order and return it to you on a best effort basis. You acknowledge that your order may not be released by customs authorities and may be destroyed. You will be liable for the cost of shipping, customs duties, taxes, return shipping, storage, demurrage, documentation fees and any other additional charges imposed by the carrier or by SastaMarkaz for your order.
- Insurance, Lost or Stolen Shipments
SastaMarkaz does not provide insurance coverage for your order. A carrier may have limited insurance coverage, that may or may not cover the full value of your order. If you may require additional coverage, we recommend that you insure your orders prior to shipment to the extent that you feel is appropriate.
In the unfortunate situation that your order is lost or stolen during transit, customs clearance or delivery, the buyer will be reimbursed for the value of the order including shipping. The carrier will attempt to locate your order and deliver it to the buyer or return it to you on a best effort basis. You acknowledge that your order may not be recovered. You will be liable for the cost of shipping, customs duties, taxes, return shipping, storage, demurrage, documentation fees and any other additional charges imposed by the carrier or by SastaMarkaz for your order.
- Illegal or Prohibited Products
Some products may be illegal or be prohibited from entry in some countries or jurisdictions. You must be aware of the regulations of countries and jurisdictions that you ship to.
You agree that you will not ship illegal or prohibited products and will bear any costs, penalties or liability to the fullest extent permitted by law.
- No Liability
SastaMarkaz provides the Simple Shipping service on a best effort basis to connect sellers with carriers. SastaMarkaz will not be liable for performance, losses, costs or other fees or penalties.
- Misuse or Abuse of the Service
SastaMarkaz will enforce strict monetary or other penalties for the misuse or abuse of the Simple Shipping service.
- Amounts Due
Any amounts due will be deducted from your seller account balance or will be billed to your authorised credit card on file.
Seller Code of Conduct
- Business Integrity, Anti Bribery
Business must be carried out with a high degree of ethics, honesty and fair dealings; ensuring staff is familiar with such policies/procedures and does not engage in threats, bribery or corruption practices. The offering, paying, soliciting or accepting of bribes or kick-backs, including facilitation payments, is strictly prohibited.
- Child Labor
Employment of children in any form is strictly prohibited. Business partners and suppliers shall employ only those workers, who meet the minimum age criterion of 14 years or legal minimum age for working in any specific country, whichever is greater. Further, workers below 18 years of age should not be employed night shifts and in hazardous conditions. All applicable laws relating to young labor including employment, wages, working hours, overtime and working conditions shall be complied with.
- Forced Labor
All forms of forced and bonded labor are prohibited including compulsory overtime. Workers should be able to voluntarily end their employment without any restrictions. Any restrictions on employees to voluntarily end their employment, such as excessive notice periods or substantial fines for terminating their employment contracts, are prohibited.
- Harassment & Abuse
Employees should be treated with respect and dignity and should not be subjected to any form of physical abuse or discipline, the threat of physical abuse, sexual or other harassment and verbal abuse or other forms of intimidation.
Employees should not be subjected to discrimination in employment, including hiring, compensation, promotion or discipline, on the basis of gender, race, religion, caste, age, disability, sexual orientation, pregnancy, marital status, nationality, political opinion, trade union affiliation, social or ethnic origin or other status protected by law
- Freedom of Association and Right to Collective Bargaining
The rights of employees to lawfully associate or not to associate with groups of their choosing shall be respected, as per applicable laws. The right of employees to engage in collective bargaining as permissible by law shall also be recognized.
- Regular Employment
To every extent possible work performed should be on the basis of recognized employment relationship established through national law and practice.
- Wages & Benefits
Employees should be paid in a timely manner and at a rate not less than the minimum wage as required by State & Regional laws. Employees should also be provided with legally-mandated benefits, including holidays and leaves, and statutory compensations at the time of ending employment. There should not be any disciplinary deductions from their pay.
- Working Hours
The duration of working hours including overtime shall not exceed 60 hours per week. Suppliers should comply with applicable laws governing regular working hours and overtime hours. All overtime hours are voluntary and should be compensated as per legal requirements. Employees should be provided with at least 24 consecutive hours of rest in every 7 day periods.
- Health & Safety
Employees should be provided with appropriate safe and healthy working conditions including first aid, fire safety, emergency evacuation and other basic requirements such as canteen / dining area, drinking water, sanitation etc. A system in place to identify and mitigate work place hazards which can result in illness or physical harm to the employees, visitor or communities.
Environmental initiatives are considered an integral part of responsible manufacturing. Reasonable measures should be taken to avoid any adverse impact on human health and/or the environment by avoiding or minimizing pollution from manufacturing activities, and promoting sustainable use of such resources as energy and water.
- Compliance with Local Law
Business partners & Suppliers shall comply with all local and national laws and regulations of the jurisdictions in which we are doing business as well as the practices of respective industry. Business partners and suppliers shall further work with suppliers who are committed to meeting required standards as per local & national laws.
- Right of Inspection/Audit
SastaMarkaz or a third party designated by SastaMarkaz will take certain actions, such as announced or unannounced inspection/audit of production facilities of its Suppliers, to implement and monitor these standards. All observations, discussions and written information received from the supplier are to be treated confidentially by SastaMarkaz, its employees and any third party organizations appointed by SastaMarkaz for this purpose.