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Merchant Market Obligation

Merchant Marketplace Obligation

On a marketplace platform, merchants (sellers) have a set of obligations (roles and responsibilities), which when fulfilled effectively by all sellers lead to buyer satisfaction and trust and thus overall business growth and unprecedented sales.

First thing you need to keep in mind is that ShopClues.com is an online platform that merchants use to sell their items online and ShopClues is not a merchant or seller. ShopClues is an administrator of marketplace so that the interests for both buyers and sellers are protected and the marketplace policies & rules are enforced. It is merchant who is selling to buyers directly and is responsible to upload products, update price, update quantity, handle fulfillment, handle customer issues and also abide by ShopClues' polices and rules.

The three biggest merchants/sellers marketplace obligations:

  • Published Price Guarantee. The price shown at ShopClues in your online store is entered by you (or some time by ShopClues team on your behalf if you are taking our help) and is what buyers will pay if he/she decides to buy that item. If the price of that item has gone up, you will still be liable to fulfill the order at your published price at ShopClues, because that is what you are showing to customers. Published Price Guarantee is not about how low is your price but your obligation to deliver a product to a customer at the price entered by you on ShopClues.com.

    Best practice: Please check prices of all your products on daily basis or at least for those products that see price going up or down frequently
  • Published Quantity Guarantee. If any of your products at ShopClues do not show Sold Out or zero quantity that means you are guaranteeing its immediate availability if it is sold. If customers see your products as Sold Out or zero quantity, they will not be able to buy them. That means, if customers can buy your product, you are clearly and explicitly guaranteeing their availability.

    Best practice: Please check quantity of all your products on daily basis and update on your StoreManager Panel.
  • Handover sold products within 48 hours. As a merchant you agree on ShopClues's well-defined Service Level Agreement (SLA) that you will handover the sold products to ShopClues or its courier partner within two days of the order being placed by the customer at ShopClues.com. Best practice: Please access ShopClues Store Manager on regular basis and keep the products ready for the dispatch to customers.

Here is the full list of merchants' marketplace obligations

  Activity Obligations
1 Product Upload The more products you upload, the more attractive you make your online store. Customers are attracted to merchants with a large variety. Always keep your catalog current.
2 Product Description & Details Always represent your product truthfully and carefully. Ensure the following at the minimum
  • Right and comprehensive description
  • Correct and high quality image
  • Correct features and specifications
Don't ever give wrong information to the customer, intentionally or accidentally.
3 Check Quantity Committed Ensure that the quantity you have inputted is actually in your possession.
  • Don't work on a back-to-back model on ShopClues.com.
  • If the quantity is sold out through some other channel, then correct the quantity inputted in your StoreManager.
We recommend that you enter quantity on a conservative level, which you will always at the minimum.
4 Check Price Wrong pricing on any online platform is a strict no. Ensure pricing is always up to date.
  • If the prices have fallen down then correct it or you may lose business to competitors.
  • If prices have gone up, ensure you correct the prices right away. If the prices go up, you will be obligated to fulfill the order at a lower price.
5 Check Price Marketplace model requires a seller to ensure top of the class service levels to customers. The pillar of high service levels is timely delivery to customer. Ensure that the sold product is handed over the very next day to our pickup boy or the courier, as the case may be. Remember, timely delivery improves your customer rating and thereby business in medium and long term.
6 Handle Customer Issues While ShopClues handles the majority customer care issues on your behalf, you will be required to handle delivery delay and product quality related issues through ShopClues.
  • Respond to ShopClues customer care and account manager's queries at lightening fast speed.
  • Ensure that warranty promises are kept and good service is provided at your service centres.
7 Handle Customer Issues Creating offers, deals and promotions on a regular basis can have a huge positive impact on your business on ShopClues. Deals and promotions attract customers to your store and helps you establish long term relationship with customers.
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