Understand the ShopClues product handover policy- service level agreements for handover and dependencies

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Merchant Policies
Shopclues Product Handover Policy

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Shopclues Product Handover Policy
• Product Handover Policy aims at simplifying the fulfilment process and
standardizing handover timelines in order to deliver consistently good customer
services.
• Sellers are expected to handover orders to the courier partner or ShopClues pick
up executives (depending on the fulfilment model) within the stipulated SLAs.
• Taking into account merchant's end operations and industry standards, ShopClues
has defined the upper limit for SLAs based on the category of the product.
Manifest 2.0
For a defined set of Sellers (Can be seen on StoreManager)
All orders placed before 10 Noon needs to be manifested by 4 PM otherwise the
orders will go into OSLA and merchant will be charged Selling service fee

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Handover SLA

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Non - Performance Penalty
• If the seller doesn't manifest the order within SLA, then the order could be
transferred to other sellers
• If the courier doesn’t attempt pick up, the seller must raise a complaint through
ShopClues Store Manager, else order will be eligible for cancellation
• If the seller has manifested the order and didn't handover, the order is eligible
for cancellation
• Cancellations by seller and SLA breaches result in failure to fulfil promise made to
customers and should be avoided at all times. Under unavoidable circumstances
where seller has no option other than cancelling the order, swift cancellations
help ShopClues to inform the customer and/or get the Order fulfilled through
another seller in a timely manner. To minimize such instances, ShopClues will levy
a charge equal to the Selling Service fee of the product category and additionally,
where the order is transferred to another seller, the difference in selling price will
be charged to the seller unable to fulfil order

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