SELLER OPERATIONS
Vendor Guidelines
Procedures and responsibilities for vendors selling on the platform.
Last updated: 22/7/2026 | Applies to: Approved Vendors | Jurisdiction: Nepal
Welcome to SaafiMart. These Vendor Guidelines outline the procedures, responsibilities, and operational rules for vendors selling products through our multi-vendor e-commerce marketplace.
By joining and selling on our platform, vendors agree to comply with these guidelines and any related policies communicated by SaafiMart.
Contents
3. Vendor Account Responsibilities
4. Assigned Product Categories
5. Product Listing Requirements
7. Auto-Publish Vendor Categories
10. Product Images and Content Standards
13. Customer Service Expectations
14. Returns, Refunds, and Disputes
16. Vendor Earnings and Settlements
17. Vendor Performance Monitoring
19. Suspension or Termination of Vendor Access
21. Compliance with Nepalese Laws
22. Contact for Vendor Support
SaafiMart is a multi-vendor e-commerce marketplace that enables approved vendors to showcase and sell products to customers across Nepal.
To maintain product quality, customer satisfaction, and platform integrity, all vendors must follow these guidelines.
Vendor registration is managed exclusively by the Platform Administration Team.
The onboarding process includes:
✦ Vendor verification and approval.
✦ Collection of business and contact information.
✦ Assignment of product categories.
✦ Configuration of commission structures.
✦ Setup of vendor account access.
Upon successful onboarding:
✦ Login credentials will be generated by the platform.
✦ Login details will be shared with the vendor via email, SMS, or other approved communication channels.
✦ Vendors may only sell products within the categories assigned by the Platform.
The Platform reserves the right to reject any vendor application without providing a reason.
Vendors are responsible for:
✦ Maintaining account confidentiality.
✦ Protecting login credentials.
✦ Keeping profile and business information up to date.
✦ Ensuring authorized personnel use the account.
Vendors must immediately notify the Platform if they suspect unauthorized access to their account.
During onboarding, vendors will be assigned one or more product categories.
Vendors:
✦ May only list products within approved categories.
✦ Must obtain prior approval to sell products outside assigned categories.
✦ Must ensure all products comply with applicable laws and regulations.
The Platform may modify assigned categories at its discretion.
Vendors are responsible for providing accurate product information, including:
✦ Product name
✦ Product description
✦ Product images
✦ Product specifications
✦ Pricing
✦ Available stock quantity
✦ Warranty information (if applicable)
All product information must be:
✦ Accurate
✦ Complete
✦ Up-to-date
✦ Free from misleading claims
The Platform may remove or reject listings that contain inaccurate or inappropriate information.
To ensure marketplace quality, newly added products may require administrative approval.
Standard Approval Categories
For most vendors:
✦ Vendor submits product information.
✦ Product enters review status.
✦ Platform Administrator reviews the submission.
✦ Approved products become visible on the marketplace.
✦ Rejected products may be returned for correction.
Products may be rejected if they:
✦ Contain inaccurate information.
✦ Violate marketplace policies.
✦ Include prohibited items.
✦ Use poor-quality images.
✦ Contain misleading pricing.
Certain vendors may be granted Auto-Publish privileges.
For these vendors:
✦ Products may become visible on the platform immediately after submission.
✦ No manual product approval may be required.
✦ Products remain subject to ongoing monitoring and review.
The Platform reserves the right to revoke Auto-Publish privileges at any time.
Vendors are responsible for setting product prices.
Vendors must:
✦ Display fair and accurate pricing.
✦ Avoid deceptive pricing practices.
✦ Ensure prices reflect actual selling prices.
✦ Update pricing promptly when changes occur.
The Platform may request pricing corrections when necessary.
Vendors must maintain accurate inventory records.
Vendors are responsible for:
✦ Updating stock levels regularly.
✦ Preventing overselling.
✦ Marking unavailable products as out of stock.
✦ Maintaining accurate inventory information.
Repeated stock-related cancellations may impact vendor performance ratings.
Product images must:
✦ Clearly represent the product.
✦ Be of reasonable quality.
✦ Not contain offensive, illegal, or misleading content.
✦ Not include unauthorized watermarks or third-party branding.
Product descriptions must not:
✦ Contain false claims.
✦ Copy content from competitors without permission.
✦ Mislead customers about product features or availability.
Vendors may not list or sell products that:
✦ Violate Nepalese laws.
✦ Are counterfeit or fake.
✦ Infringe trademarks, copyrights, or patents.
✦ Promote unlawful activities.
✦ Are restricted by government authorities.
✦ Pose safety or health risks.
The Platform reserves the right to remove prohibited products without notice.
Vendors are responsible for monitoring and managing orders received through the Platform.
Vendors should:
✦ Process orders promptly.
✦ Prepare products for delivery within agreed timelines.
✦ Coordinate with designated logistics processes where applicable.
✦ Respond to order-related inquiries professionally.
Failure to fulfill orders may result in account restrictions.
Vendors are expected to provide professional customer service.
This includes:
✦ Responding to inquiries in a timely manner.
✦ Addressing complaints respectfully.
✦ Providing accurate product information.
✦ Assisting with return and refund processes when applicable.
Maintaining positive customer experiences is a key requirement of marketplace participation.
Vendors must cooperate with the Platform regarding:
✦ Return requests
✦ Refund evaluations
✦ Damaged product claims
✦ Delivery disputes
✦ Product quality concerns
The Platform may request supporting evidence when resolving customer complaints.
Final dispute decisions may be made by the Platform to maintain marketplace standards and customer trust.
The Platform charges commission on completed sales according to the agreement established during onboarding.
Vendors can view:
✦ Product sales
✦ Completed orders
✦ Commission deductions
✦ Net earnings
✦ Settlement information
through their Vendor Dashboard.
Commission rates may vary by:
✦ Product category
✦ Brand agreements
✦ Vendor status
✦ Promotional campaigns
Vendor earnings are calculated after:
✦ Successful order completion
✦ Applicable commissions
✦ Refund adjustments
✦ Other agreed deductions
Settlement schedules and payment methods will be communicated separately by the Platform.
The Platform reserves the right to withhold settlements for fraud investigations, unresolved disputes, or policy violations.
To maintain marketplace quality, vendor performance may be monitored based on:
✦ Order fulfillment rate
✦ Product quality
✦ Customer feedback
✦ Cancellation rate
✦ Return rate
✦ Policy compliance
✦ Response time
Consistently poor performance may result in corrective actions.
The Platform may take action against vendors who:
✦ Provide misleading product information.
✦ Sell counterfeit products.
✦ Abuse platform features.
✦ Manipulate reviews or ratings.
✦ Fail to fulfill customer orders.
✦ Violate marketplace policies.
Actions may include:
✦ Product removal
✦ Listing restrictions
✦ Account suspension
✦ Temporary sales restrictions
✦ Permanent account termination
The Platform reserves the right to suspend or terminate vendor accounts if:
✦ Marketplace policies are violated.
✦ Fraudulent activities are detected.
✦ Repeated customer complaints occur.
✦ Legal or regulatory concerns arise.
Upon termination, product listings may be removed from the Platform.
The Platform reserves the right to:
✦ Approve or reject products.
✦ Modify marketplace policies.
✦ Update commissions and operational procedures.
✦ Remove products or vendors that threaten marketplace integrity.
✦ Perform quality reviews of products and vendor activities.
These actions may be taken to protect customers, vendors, and the marketplace ecosystem.
Vendors must comply with all applicable laws and regulations of Nepal, including but not limited to:
✦ Consumer Protection Act, 2075
✦ Electronic Transactions Act, 2063
✦ Taxation and VAT regulations
✦ Intellectual Property laws
✦ Other applicable commercial regulations
Vendors are solely responsible for legal compliance related to their products and business operations.
For seller support, onboarding inquiries, or marketplace assistance, vendors may contact:
SaafiMart Vendor Support Team Email: saafi2074@gmail.com Phone: +977-982644820