ShoppingSuru aims to provide customers with a reliable marketplace where vendors offer accurate, quality products and fulfil orders responsibly.
Vendors are expected to provide products that match their listings, fulfil orders on time, communicate professionally, and cooperate with valid returns, exchanges, refunds, and complaints.
These Vendor Quality Standards establish the minimum marketplace standards expected from vendors selling through ShoppingSuru.
They are intended to protect customers, maintain marketplace quality, encourage reliable vendors, and provide a fair framework for addressing repeated poor performance.
Every approved vendor must:
Products listed through ShoppingSuru should reasonably match the information provided on the product listing.
Vendors must ensure, where applicable, that:
Vendors must not sell counterfeit, fake, stolen, or falsely represented products through ShoppingSuru.
If a vendor claims that a product is from a particular brand, the vendor must have a legitimate basis for that claim.
ShoppingSuru may request reasonable documentation where an authenticity concern arises.
Vendors should keep stock information reasonably accurate.
A vendor should not knowingly leave an unavailable product active for sale.
Repeated orders being cancelled because products are unavailable may negatively affect the vendor's marketplace performance status.
Before handing a package to the delivery process, vendors should verify:
An order incorrectly packed by the vendor may be classified as vendor fault and may result in return, replacement, refund, or applicable marketplace cost.
Vendors must package products appropriately for normal transportation and delivery conditions.
Packaging should reasonably protect the product from avoidable damage, dirt, contamination, or weather exposure during delivery.
Where product damage is caused by inadequate vendor packaging, ShoppingSuru may classify the matter as vendor fault.
Vendors should prepare accepted orders within the processing period communicated by ShoppingSuru or applicable to the product.
This is especially important where customers have selected a delivery date and time slot at checkout.
Repeated vendor delays that prevent or materially disrupt scheduled delivery may negatively affect the vendor's quality status.
ShoppingSuru may monitor vendor-fault returns and customer complaints to identify repeated product or fulfilment issues.
Examples include:
As the marketplace grows, ShoppingSuru may calculate a vendor's quality/performance using factors such as:
How frequently accepted orders are cancelled due to vendor-side reasons.
Whether orders are prepared and handed over within the required timeframe.
How frequently products are returned due to a vendor error or product issue.
Genuine customer ratings and reviews may be considered as one performance indicator.
Frequency and seriousness of customer complaints relating to the vendor.
Compliance with ShoppingSuru rules and applicable marketplace standards.
A vendor that successfully completes ShoppingSuru's required registration and verification process may receive an Approved Vendor status.
Approval means the vendor has been accepted to participate in the marketplace. It is not a guarantee that every product or every future transaction will be problem-free.
ShoppingSuru may introduce a Verified Vendor status for vendors that satisfy the applicable verification and performance requirements.
Verification may consider:
ShoppingSuru may operate the following internal quality progression:
Serious violations may bypass the normal progressive process and result in immediate suspension or termination.
Where appropriate, ShoppingSuru may notify a vendor when its performance falls below marketplace expectations.
A warning may include:
ShoppingSuru may consider the seriousness, frequency, history, customer impact, and vendor response when deciding what action is appropriate.
The following may be treated as serious violations:
ShoppingSuru may consider genuine customer reviews and ratings when evaluating vendor performance.
Vendors must not manipulate reviews or pressure customers into providing misleading ratings.
ShoppingSuru may separately investigate suspicious or apparently fraudulent reviews before using them in vendor-performance decisions.
A high number of legitimate vendor-fault returns may trigger a quality review.
Where recurring issues are identified, ShoppingSuru may require the vendor to:
ShoppingSuru may review or request changes to product listings before or after publication.
ShoppingSuru may remove or temporarily disable a listing where:
Vendors are expected to respond reasonably to ShoppingSuru requests regarding:
Failure to cooperate may itself affect the vendor's marketplace status.
Quality or verification status is not permanent.
ShoppingSuru may change a vendor's status where subsequent performance or compliance no longer meets the applicable criteria.
A vendor may regain an improved status after demonstrating sustained compliance and satisfactory performance, where ShoppingSuru's procedures allow it.
These standards are designed to encourage consistent marketplace quality. They do not guarantee that every product or transaction will be completely free from defects, delays, complaints, returns, or other issues.
ShoppingSuru will respond to identified issues according to the applicable marketplace policies and applicable law.
The vendor remains responsible for its products, product descriptions, legal compliance, fulfilment, packaging, warranties and other vendor obligations under the ShoppingSuru Vendor Agreement and applicable law.
These Vendor Quality Standards should be read together with:
ShoppingSuru may update these Quality Standards as the marketplace grows, vendor categories change, quality-control procedures improve, or applicable legal requirements change.
The latest version will be published on this page together with the applicable policy version and effective date.
For questions regarding vendor quality standards or performance:
Legal review: This Vendor Quality Standards document is a marketplace operational policy for ShoppingSuru. It should be reviewed together with the Vendor Agreement and applicable Nepalese law before being used as a contractual enforcement framework. Quality thresholds, suspension procedures, deductions, and termination provisions should be aligned with the final vendor contract and actual marketplace systems.
