Vendor Shipping Guidelines

1. Shipping Responsibilities

As a vendor, you are fully responsible for:

• Packing and preparing all orders
• Selecting a reliable delivery or courier service
• Paying for shipping (unless charging the buyer)
• Providing tracking information when available
• Ensuring timely delivery
• Handling lost, damaged, or delayed shipments

Sellox does not handle shipping on behalf of vendors.

2. Order Processing Time

You must specify a clear order processing time in your store settings. This includes:

• Time required to prepare and package items
• Handing the parcel over to the courier

Recommended processing time: 1–3 business days unless otherwise stated.

If unexpected delays occur, vendors must notify customers promptly through the Sellox messaging system.

3. Packaging Requirements

Vendors should ensure packaging is:

• Secure and damage-resistant
• Appropriate for the product’s size, weight, and fragility
• Weather-protected if necessary
• Professionally taped and sealed

Include any product manuals, warranty cards, or accessories as listed in the product description.

4. Choosing a Courier

Vendors are free to use any shipping or delivery service, but must ensure:

• Reliable and timely delivery
• Ability to track shipments (whenever possible)
• Safe handling of products

Preferred qualities in a courier:
✔ Good reputation
✔ Tracking system
✔ Clear proof of delivery

5. Shipping Fees

Vendors can:

• Offer free shipping
• Set fixed shipping rates
• Charge real-time courier rates

All shipping fees must be clearly listed on product pages. Hidden or surprise charges are not allowed.

6. Tracking & Order Updates

When available, vendors must:

• Upload tracking numbers
• Update order status to “Shipped” within the platform
• Mark orders as “Delivered” only after the courier confirms delivery

Providing tracking improves customer trust and reduces disputes.

7. Delivery Deadlines

Each vendor must provide a clear estimated delivery timeframe.
Delivery expectations should match:

• Courier speed
• Customer location
• Processing time

Vendors should avoid overly optimistic delivery promises. Realistic timelines prevent customer dissatisfaction.

8. Handling Delivery Issues

Vendors must take responsibility for resolving:

8.1 Lost Shipments

• Investigate with the courier
• Provide updates to the customer
• Offer replacements or refunds when necessary

8.2 Damaged Goods

• Review customer evidence
• File courier claims where possible
• Offer refund or replacement in accordance with Sellox policies

8.3 Late Deliveries

• Communicate delays immediately
• Provide updated delivery estimates

Sellox may step in if vendors are unresponsive.

9. Customer Communication

Good communication improves ratings and repeat business. Vendors should:

• Respond to customer messages promptly
• Provide delivery details when asked
• Notify customers of any issues proactively

Unresponsive vendors may face penalties or account restrictions.

10. Prohibited Shipping Practices

Vendors must NOT:

❌ Ship counterfeit, illegal, or restricted items
❌ Use shipping services that cannot provide proof of delivery
❌ Send items in unsafe, open, or damaged packaging
❌ Add hidden charges after order confirmation
❌ Mark orders as “Shipped” or “Delivered” without proof

Violations may lead to warnings, suspension, or removal from Sellox Marketplace.

11. Returns & Refund Handling

Vendors must comply with:

• Sellox 7-Day Money-Back Policy
• Sellox Return & Refund Policy

If a return is approved, vendors must:

• Provide a return address
• Process refunds promptly
• Inspect returned items fairly

12. Maintaining High Seller Standards

To stay in good standing, vendors should maintain:

• On-time delivery
• Low complaint rate
• Clear communication
• Consistent packaging quality
• Accurate product descriptions

High-performing vendors may receive extra visibility and promotional benefits.

13. Support & Assistance

If you need help or guidance on shipping best practices, contact:

📧 shipping@sellox.com.ng
🌐 Sellox Vendor Help Center

Sellox is here to support you in providing exceptional service.