Why a Feedback Policy?

Feedback Policy provides buyers insights into your business. You can view short and long-term seller rating metrics, including detailed feedback entries.

You can resolve any situation by researching the main reason behind each negative rating, addressing the buyer's issues, followed by making improvements to your processes and policies. 

 

How Xuppi's feedback policy works:

 

Xuppi provides the user to leave feedback on a product as well as the Seller.

 

For Sellers Feedback: 

  1. We use a 5 Star rating system.
  2. Buyer can write her/his comment review of the Seller
  3. Option for submitting the picture of the order delivered
  4. Further, A questionnaire seller on parameters such as accuracy of the item description, dispatch time, and postage and packaging charges.

 

 

Detailed Seller Ratings

A Buyer has an option to mention detailed seller parameters in the following areas:

 

Item description – Item as Described by Seller?

Communication – How well the Seller communicated?

Shipping time – Did the Seller match the estimated time provided at the time of placing the order?

Shipping and handling charges– Were the shipping and handling charges reasonable?

 

For Products Feedback:

 

  1. We use a 5 Star rating system.
  2. Buyers can write her/his comment reviews for the product purchased.
  3. Buyers get an option to upload the picture of the product delivered in case of showing the defect, damaged package or explaining any other issue.

 

Ratings and how they will be displayed to the buyer

 

A buyer will rate the Seller using a 5-star system which will be clubbed into categories as below:

 

Positive feedback: Average rating of 5 or 4 stars

Neutral feedback: Average rating of 3 stars

Negative feedback: Average rating of 2 or 1 star

 

What is an OVERALL Feedback percentage?

 

Overall feed percentage is the total performance metric on your account; the buyer can gauge your product quality and services depending on the overall score on your seller account and individual product listing.

 

Overall Feedback percentages are calculated as the Total of All feedback/100

 

Example of Overall Ratings are calculated:

 

If you have received total of 100 feedbacks in a month (30 Days),

(5 Stars = 40, 4 Stars = 40, 3 Stars = 0 , 2 Stars = 10 , 1 Stars = 10)

Formula: (40x5) + (40x4) + (3X0) + (10x2)+ (10X1) = 390/100 = 3.9 OUT of 5 STARS

 

How and where will the detailed reviews be listed?

A product's rating will be shown on the product's listing page; the user will have a drop-down to see the detailed reviews of the product on the pre-defined parameters.

A seller's rating will be shown on the Seller profile, with a drop-down to see the detailed reviews across the parameters set therein. 

 

 

 

Implementing Feedbacks:

 

Sellers are required to maintain the Seller Score metric to avoid being suspended or being permanently banned from the platform.

 

All Sellers dashboard comes with the tab called performance, where sellers can see how well they perform.

 

In order to maintain the adherence to the performance and SLA Policies (Service Level Agreement Policy) required to sell on Xuppi, We track various metrics to ensure the best level of customer services.

 

What are the Score Metrics MUST be maintained by sellers?

Below is the chart of score metrics to be maintained; the score metrics are measured on a duration basis; if the Seller's score goes above the levels are described below, it may lead to account hold or even suspension.

We require our seller partner to maintain to have the best customer support and buying experience.

 

 

 

 

 

Seller Account Score Metrics

Below is the chart of score metrics to be maintained, the score metrics are measured on a duration basis, if the sellers score goes above the levels are described below, it may lead to account hold or even suspension.

We require our seller partner to maintain to have the best customer support and buying experience.

 

Seller Account Score Metrics

Parameters

Levels

Duration Calculated

Seller Negative Feedback Rate

Under 2%

60 Days

Product Negative Feedback Rate

Under 2%

60 Days

Late Dispatch Rate

Under 5%

30 Days

Order Return's Rate 

Under 10%

7 Days

Seller's Cancellation Rate

Under 3%

30 Days

 Tracking Code Rate

Under 5%

30 Days

On-Time Delivery Rate

Under 5%

30 Days

Chargeback Rate

Under 1%

60 Days

Platform Guarantee Refund Rate

Under 2%

60 Days

SLA Infringements

0%

7 Days

 

Below is the detailed description of each of these parameters that can cause suspension of your account:

 

1.Seller Negative Feedback Rate 

 

A Buyer can leave Overall ratings on your seller account, and they have the option to mention detailed seller parameters in the following areas:

 

 Item description – Item as Described by Seller?

• Communication – How well the Seller communicated?

Shipping time – Did the Seller match the estimated time of shipping provided at the time of placing the order?

 Shipping and handling charges– Were the shipping and handling charges reasonable?

 

Sellers are required to maintain an Under 2% negative feedback rate on the 60 days period. If Seller's negative feedback rate goes above 2%, their account will be 

put on hold or under suspension.

 

 

2. Product Negative Feedback Rate

 

If your product has negative reviews beyond the threshold – whatever may be the reason – then Xuppi will likely take action against your listing. Multiple negative feedback implies that something is seriously wrong with the product quality/shipping/seller, and Xuppi does not want its buyers to choose a product with so many bad reviews. 

Sellers are required to maintain an Under 2% product negative feedback rate on the 60 days period. If Seller's negative feedback rate goes above 2%, their account will be 

put on hold or under suspension.

 

  • Late Dispatch Rate:

At the time of product listing, sellers are required to detail out dispatch date. 

The dispatch date is the number of days required by sellers to make the order ready, pack them and make them available to courier to be sent to the buyers. The dispatch date is displayed on the front side of the product listing and visible for buyers to make an informed purchasing decision as to when the order is dispatch and how it will take them to receive the courier. Xuppi monitor this dispatch date, and sellers are required to make sure they keep the dispatch date on time as the product listing.

 

Sellers are required to maintain an Under 5% Late dispatch rate on the 30 days period. If the Seller's late dispatch rate goes above 5%, their account will be put on hold or under suspension.

 

  • Order's Return Rate

Xuppi's Marketplace requires sellers to maintain the return order rate at a minimum. Our system tracks your return rate so that the buyer receives the best customer experience and develops trust with our sellers. Sellers are required to resolve customer return issues within 48 hours of receiving the request. If you no action beyond this time, the platform calculate a negative service level from sellers.

 

Sellers are required to maintain an Under 10% Late dispatch rate on the 7 days period. If the order's return rate goes above 10%, their account will be put on hold or under suspension.

 

  • Seller's Cancellation Rate 

We understand that there may be certain instances wherein Seller will be required to cancel an order placed by buyers on Xuppi. It may be for valid reasons, but we have a strict tolerance level on this as well. If you cancel your orders frequently, we may proceed to initiate actions against your account.

We at Xuppi are committed to delivering an exceptional experience to our customers. Order cancellation hinders their shopping experience, and more than that, it deters their faith in the Xuppi Marketplace. To prevent this, you will have to ensure that your inventory levels are adequately maintained and shipping partners are trustworthy, reputed, and reliable.

 

Xuppi has high-performance targets for its seller partners to achieve, one of which is maintaining the late shipment rate at less than 5%. Meaning, out of every 100 orders fulfilled by you, only four orders can be delivered beyond the delivery date. Surpassing this limit may negatively impact the customer experience and hence your rating.

Additional to late shipment, you also need to rethink how you must deliver the end product to the buyer.

 

There are chances you will receive negative feedback if the product delivered turns out to be damaged/broken or entirely different from what was originally ordered. 

Sellers are required to maintain under 3% product negative feedback rate on the 30 days period. If the Seller's cancellation rate goes above 3%, their account will be put on hold or under suspension.

 

  • Tracking Code Rate 

We require our sellers to inform buyers when orders are dispatched with a valid tracking code, name the courier company so that they are able to track the parcels/packages. Sellers are required to fill in this information as soon as the order is dispatched, and buyers are notified immediately. 

Xuppi tracking code rate is checked on two factors; the first factor is the sellers had filled the tracking code when the order was dispatched. Failure to add a tracking code on the system will reflect a negative customer service level for sellers. The second factor is that our support team regularly checks on the validity of the codes added by sellers; if buyers raise a ticket to Xuppi customer support and find the tracking code not correct, it will result in a negative tracking code rate.

Sellers are required to maintain an Under 5% Tracking code Rate rate on the 30 days period. If the Seller's Tracking code rate goes above 5%, their account will be put on hold or under suspension.

 

  • On-time delivery rate

Sellers are required to mention estimated delivery times on product listing; this is when sellers set as transit time for the courier to reach buyers once dispatch has been made, and a tracking code is added. Buyers make purchasing decisions looking at these delivery time so when the product is delivered to their address.

On Sellers Dashboard, Sellers are required to mark the item as delivered once they have tracked the code and confirm that parcel or packages have been delivered to the buyer. Xuppi matches or tracks this delivery date to date of order placement along with the estimated time mentioned on the product listing.

In case this delivery date is late than the expected buyer delivery date, it results in a negative delivery rate for the sellers.

Sellers are required to maintain an Under 5% Late dispatch rate on the 30 days period. If Seller's On-time Delivery rate goes above 5%, their account will be put on hold or under suspension.

 

  • Chargeback Rate

Xuppi receives all payments related before they are passed to sellers on their dashboard. Some orders receive a credit card chargeback from purchasers. These chargebacks are issued by credit card or debit card issuer claiming the purchase for several reasons. That can be fraud chargeback where the buyer did not purchase at all or service chargeback where the buyer acknowledges a purchase but indicates to their card issue they experienced a problem from Seller.

 

Service chargeback can have a varied reason or problem like the buyer claims that they did not receive the item or returned the item but did not receive a refund, or the buyer claims they received a damaged or defective product.

 

Our system track this chargeback claim. Sellers are required to maintain under 1% Late dispatch rate on the 30 days period. If the Seller's chargeback rate goes above 1%, their account will be put on hold or under suspension.

 

  •  Platform Guarantee Refund Rate

Xuppi Marketplace provides a certain level of assurance and guarantees to buyers, giving a quality shopping experience. One of these is the platform guarantee refund, where the platform decides and issue the refund raised by the customer to maintain a level of platform services and trust with its customers.

These claims can be as follows:

 

  • Claim that is granted and paid by Xuppi Customer Support Team.
  • Claim sellers denied that to the customers, but the Xuppi team decides to approve them.

 

Our system tracks these platforms guarantee refund rates. Sellers are required to maintain an Under 2% rate on the 60 days period. If Seller's Platform guarantee refund rate goes above 2%, their account will be put on hold or under suspension.

 

SLA Infringements

 

Sellers are required to SLA (Service Level Agreement) Condition to Zero at time. Xuppi tracks these very strictly, and failure to comply will lead to immediate suspension of the account.

 

These include:

 

  • Buying/Soliciting Xuppi Reviews

This one is a strict no-no. You must never buy positive Xuppi reviews or ask your friends/family/colleagues to leave positive feedback. You cannot offer/bribe discounts/giveaways in return for positive feedback either.

Xuppi has strict guidelines and measures to ensure that customer testimonials and reviews in the Marketplace are genuine and truthful. Any attempt to manipulate feedbacks will result in severe actions against your account. 

 

  • Selling Counterfeits/Poor Quality Products

Xuppi will audit/suspect your account if you are selling counterfeit products and are of poor quality. Any defect with the product – whether it is related to its functionality or design itself, will not be tolerated.

 

  • Selling Prohibited/Unregulated Items

Several products are prohibited from the Xuppi marketplace. These items cannot be sold on Xuppi, period. Then, specific product categories are dubbed as restricted; that is, you may sell items in that market, but before listing your product, you need a pre-approval from Xuppi. You, as a seller, must also follow legal and regulatory compliance for this niche to avoid any hassles down the road. 

 

List of Prohibited items

 

These items may not be listed on Xuppi:

 

  • Prescription drugs
  • Stolen property
  • Hazardous, restricted, and regulated materials
  • Adults only content
  • Lock-picking devices 
  • Prohibited services 
  • Drugs and drug paraphernalia
  • Ammunitions
  • Government official items policy, as well as transit and postal items.
  • Police-related items
  • Medicine and healthcare products policy
  • Mailing list and personal information
  • Embargoed goods 
  • Items encouraging illegal activity 
  • Offensive material

 

  • Violating Copyright Laws 

Xuppi will take strict, corrective measures against those sellers who are in breach of its Intellectual Property Policy. You cannot sell products that another brand owns without having explicit permission from the brand to be their representative and authority to sell such products.

Similarly, you're prohibited from using another brand's trademark, logo, and other relevant information on your listing to make sales. We take infringement of copyrights very seriously and completely discourage such immoral practices.

 

  • No Certification

Several products require certain certifications by an authoritative body before they can be sold on Xuppi. For example, food and food-related products need to be pre-approved by Food and Drug Administration (FDA) Or the Local Food Authority in your country. Similarly, you may also need necessary documents to sell medical equipment, toys, etc. Xuppi is committed to following the guidelines laid down by Central and Local Authorities. Hence, any goods that require prior approval of the authority will be assumed to be accorded. Failing to get the requisite approval may lead to adverse action on your account.

If you plan on selling hazardous goods on Xuppi– products that may serve a risk to health, safety, and the surroundings – you will be required to disclose all the necessary information about the product(s). You will have to address dangerous items regulation questions and answer them precisely while creating your listing. Furthermore, you will also be required to upload safety data sheets, exemption sheets (if applicable), and other similar documents.

 

  • Operating Multiple Accounts

You can operate only one selling account on Xuppi. If you try to create multiple accounts with the same or similar information, Xuppi may ban all your selling accounts, including the original one. 

 

  • Not Providing Correct Information During Account Creation

Registering yourself as a new seller on Xuppi will entail submitting particular sets of documents before the account is approved and activated. Suppose Xuppi later finds out or is given to understand with necessary supporting evidence that the documents or facts submitted by the Seller at the time of account activation are incorrect. In that case, it may lead to immediate suspension of the account.

 

  • Members Behavior Policy

Our policies around member behaviour are in place to protect everyone in our community and ensure that buying and selling on Xuppi is an enjoyable experience for all.

 

We have zero-tolerance for any behaviours mentioned below:

  • Threats, Violence & Harm
  • Impersonation & Spam
  • Hate speech & False information
  • Harassment & Bullying

 

  • Listing Policy

 

All listings on Xuppi have to offer a tangible service or a physical item. Listings that do not offer a tangible item or service or are blank, aren't allowed because they can increase the risk of fraud and may cause confusion for buyers.

 

To ensure you're giving potential buyers a precise representation of your items without infringing anyone's content rights, you should draft your descriptions and use your images.

 

All sellers must provide clear and precise information of their item's location in their listings to ensure buyers clearly understand postage charges and delivery times.

 

Understand why we forbid the use of third-party statements or logos that vouch for a seller's 'reputation' or 'trustworthiness' in Xuppi listings.

 

Only one fixed price listing of an identical item can be listed simultaneously from the same Seller. This is to ensure buyers see a wide variety of options from multiple sellers.

 

What happens when the account is suspended?

A seller will receive an email notice about the suspension of his/her seller account along with pertinent details of why was the account banned. Xuppi gives sellers to submit a reply.

A seller won't be able to perform any transactions related to money, order shipments; in short, They will not be able to do anything with the seller account until the suspension is lifted.

 

What are the measures available to a seller to get away from the ban or suspension?

Xuppi asks that sellers reply with a "Plan of Action" that elaborates on how they expect to improve the issues that led to their suspension. It's imperative for sellers to put a lot of time and effort into their initial submission because there's no guarantee that Xuppi will allow you to submit a second revised plan.