Seller Guidelines

Welcome to SubDukan
SubDukan.com is your trusted online marketplace, built to connect buyers and sellers across Pakistan. Our mission is simple: to make shopping and selling easier, safer, and more rewarding for everyone. Whether you’re here to grow your business or to shop for quality products, SubDukan provides a reliable platform with secure payments, fair policies, and fast delivery. Together, let’s build a marketplace that supports businesses and creates value for customers every day. Thank you for being a part of SubDukan – Your Dukan, Your Marketplace!

To become a seller on SubDukan, you must meet the following requirements:

1. Valid CNIC / ID Card
   A scanned copy or clear photo of your Computerized National Identity Card (CNIC).
2. Bank Account Details
   Active bank account in your own name (for payments and settlements).
3. Contact Information
   Valid mobile number and email address for verification and communication.
4. Business Information
   For individual sellers: CNIC and bank account are enough.
5. Product Compliance
   Only legal, halal, and authentic products are allowed. Products must meet quality and safety standards.
6. Agreement to Terms
   Sellers must read and agree to SubDukan’s Seller Policies, Guidelines, and Terms & Conditions.

• Sellers are not allowed to set their store name as their personal name.
• Only recognized brands are permitted to use their brand name as the store name (e.g., Bata, Stylo, Gul Ahmed, Khaadi).
• If the seller is not an official brand, the store name must be generic and not misleading.
• SubDukan reserves the right to change, suspend, or reject any store name that violates this rule.

4.1 What Can I Sell

When listing products on SubDukan, you must ensure that all items are:

• Legal and Authentic
  Only genuine products with proper licensing and authenticity are allowed.
• Halal and Safe
  All items must comply with halal standards and be safe for use or consumption.
• Ethical and Appropriate
  No obscene, pornographic, or offensive content. Products must not violate Islamic values or local laws.
• Non-Defective and Quality Checked
  Avoid selling expired, damaged, or low-quality products.

4.2 Product Listings

1. Nude, obscene, or unethical items that go against Islamic values are strictly prohibited.
2. All sellers must ensure their products are halal, safe, and Shariah-compliant.
3. List only genuine, legal, and authentic products.
4. Do not list counterfeit, fake, misleading, or banned items.
5. SubDukan reserves the right to remove any product without prior notice.
6. Use clear, accurate titles, descriptions, and images.
7. Ensure fair and transparent pricing.
8. Violation of these rules may result in immediate product removal and permanent seller account suspension.

4.3 Seller Responsibilities

• Provide accurate product details.
• Respond to customer queries promptly.
• Follow marketplace policies and guidelines.

4.4 Order Fulfillment

• Ship orders on time.
• Use safe packaging to avoid damage.
• Update order status regularly.
• Record videos while packing, especially for expensive orders. Keep these videos saved for at least one month as proof in case of any dispute.

4.5 Quality Standards

• Products must match descriptions and images.
• Avoid defective or expired items.
• Maintain good customer ratings.

4.6 Prohibited Activities

• No fake orders or reviews.
• No counterfeit or stolen goods.

5.1 Pricing

• Set fair and competitive prices including all costs (product, packaging, etc.).
• Offer discounts and promotions responsibly and according to SubDukan policies.
• Misleading pricing or false discounts are prohibited.

5.2 Shipping

• Ship products promptly after order confirmation.
• Update order status: Ready to Ship – Product packed and ready; Shipped – Product handed to courier; Completed – Product delivered to customer.
• Use reliable shipping services for timely delivery.
• Special shipping rates may apply for certain cities (e.g., Chichawatni, Sahiwal).

6.1 Order Management

• Monitor Orders Regularly: Keep track of all new, pending, shipped, and completed orders.
• Update Order Status: Always update status promptly to keep customers informed.
• Manage Returns & Claims: Handle return requests or complaints according to SubDukan policies.
• Communication: Respond to customer messages and queries quickly and politely.
• Fulfillment: Ensure accurate quantity, quality, and timely shipment of products.

6.2 Handling Excess Orders

• Monitor Inventory Carefully
  Always keep your stock updated to avoid accepting more orders than available.
• Update Product Availability
  Temporarily mark a product as Out of Stock if you cannot fulfill additional orders.
• Communicate with Customers
  Inform affected customers promptly if their order cannot be fulfilled. Offer alternatives such as backorders, partial fulfillment, or estimated delivery dates.
• Prevent Future Overorders
  Track sales trends and adjust your inventory levels to meet demand. Consider limiting maximum purchase quantity per customer for high-demand items.

7.1 Return Policy

• Buyers can request a return if the product is defective, damaged, expired, or not as described.
• Return requests must be raised within 7 days of delivery.
• Products must be unused, in original condition, and with packaging intact.

7.2 Seller Responsibility

• Sellers must accept valid return claims according to SubDukan policy.
• If a product is found fake, defective, or misrepresented, the seller will bear the return shipping cost.

7.3 Claim Process

• Buyer submits a return/claim request through the SubDukan app or website.
• SubDukan reviews the request and may ask for evidence (photos/videos).
• Once approved, the product will be returned to the seller or disposed of as per policy.

7.4 Refunds

• Refund is initiated to the buyer only after the seller’s confirmation or SubDukan’s final decision.
• Refund amount will be adjusted from the seller’s payout if the seller is at fault.

Note: Frequent returns or high claim ratios may affect seller performance ratings.

8.1 Commission Charges

• SubDukan charges a small commission fee on every successful order.
• Commission percentage may vary depending on the product category.
• Commission is deducted automatically before the seller’s payout.

8.2 Payment Cycle

• Seller payments are processed on a weekly basis.
• Only delivered and completed orders are eligible for payout.
• Pending, canceled, or returned orders are not included in payouts.

8.3 Payout Method

• Payments are transferred directly to the seller’s registered bank account.
• Sellers must ensure that their bank account details are correct in the dashboard.
• Any bank transfer charges may be deducted from the payout.

8.4 Adjustments

• Refunds or claims approved against the seller will be adjusted from future payouts.
• If commission or payment errors occur, SubDukan will reconcile in the next cycle.

Note: Maintaining good performance ensures smooth and timely payouts.

9.1 Professional Conduct

• Sellers must always communicate with buyers in a polite, professional, and respectful manner.
• Use of offensive, abusive, or inappropriate language is strictly prohibited.

9.2 Communication Channels

• All communication between sellers and buyers must take place through SubDukan’s official chat or messaging system.
• Sharing of personal contact details (phone number, email, social media, etc.) is not allowed.

9.3 Response Time

• Sellers should respond to buyer queries within 24 hours to ensure a good customer experience.
• Delayed or no response may affect seller ratings and performance score.

9.4 Misleading Information

• Sellers must not provide false or misleading information about products, shipping, or policies.
• Transparency builds trust and long-term relationships with buyers.

Note: Failure to follow communication guidelines may lead to warnings, penalties, or account suspension.

10.1 Authentic Products

• Sellers are strictly required to list only genuine, legal, and authentic products.
• Sale of counterfeit, illegal, or prohibited items is not allowed.

10.2 Regulatory Compliance

• Sellers must comply with all applicable laws, regulations, and government requirements.
• Any items violating Islamic values, Pakistani law, or SubDukan policies are prohibited.

10.3 Documentation

• Sellers may be required to provide valid identification documents, NTN number, or business registration details.
• Failure to provide accurate documentation may result in account suspension.

10.4 Intellectual Property Rights

• Sellers must not list products that infringe trademarks, copyrights, or patents.
• SubDukan reserves the right to remove any listings that violate intellectual property rights.

10.5 Penalties for Violations

• Non-compliance with legal and policy requirements may lead to warnings, penalties, delisting, or permanent suspension.
• Serious violations may be reported to law enforcement authorities.

Note: SubDukan maintains a zero-tolerance policy against illegal or unethical selling practices.

11.1 Legal Business Requirements

• Sellers must provide valid CNIC and NTN (if applicable) for verification.
• Products listed must comply with Pakistani law, Shariah principles, and SubDukan policies.
• No counterfeit, stolen, or illegal products are allowed.

11.2 Prohibited Products

• Alcohol, drugs, tobacco, and related products are strictly prohibited.
• Pornographic, vulgar, or unethical items are banned.
• Weapons, explosives, and hazardous materials are not allowed.
• Expired, defective, or unsafe items must not be listed.

11.3 Product Compliance

• All products must be genuine, new, and original.
• Sellers are responsible for ensuring correct labeling, expiry dates, and safety standards.
• Food items must be Halal certified.

11.4 Advertising & Content Compliance

• Product images and descriptions must be accurate and not misleading.
• False claims, offensive language, or unethical marketing are not permitted.
• Sellers must respect intellectual property rights (no copyright/trademark violation).

11.5 Compliance Monitoring & Penalties

• SubDukan may conduct random checks to ensure compliance.
• Non-compliance may result in warnings, product removal, fines, or permanent ban.
• Legal action may be taken if laws are violated.

11.6 Seller Responsibility

• Sellers must keep updated with SubDukan policies and government regulations.
• It is the seller’s duty to provide honest, safe, and lawful products.
• Any disputes must be resolved according to SubDukan’s Dispute Resolution Policy.

• Prohibited Behavior: Sellers are not allowed to engage in unethical or inappropriate behavior, such as sending spam messages/emails, threatening buyers or other sellers, using offensive language in Q&A or communication, or using abusive/hateful language on the platform.
• Reporting Inappropriate Questions: Instead of responding to inappropriate or offensive questions, report them to hide them from the Q&A section.
• No Sharing of Personal Contact: Sellers must not share personal information (phone, email, website) in reviews or Q&A. Example: “https://subdukan.com/contact-us/”.
• No Offline Transactions: Sellers cannot force buyers to transact outside SubDukan. Offline transactions are prohibited, and violators will face penalties.
• Timely Response: Sellers must respond to inquiries within agreed timeframes, typically during working hours.
• Trust and User Experience: SubDukan is a trusted platform. Sellers must not deliberately create a bad experience for users.
• No Self-Promotion: Sellers cannot engage in fake conversations or collude to boost their performance. Violations will result in penalties.
• Order Cancellation Restriction: Sellers cannot ask customers to cancel orders. Such communication is subject to a zero-tolerance policy.

SubDukan respects your personal and business data. We are committed to ensuring that your data is stored, used, and shared in accordance with applicable laws.

Key Points:

• Use of Data: Your information is used solely for seller services, order management, and customer support.
• Data Security: SubDukan employs advanced security measures to protect your data from unauthorized access, loss, or leaks.
• Data Sharing: Your data may only be shared with relevant teams or partners as needed, and always within legal boundaries.
• Seller Rights: Sellers have the right to view, correct, or request deletion of their information.

Introduction

SubDukan charges a storage fee for items stored in the marketplace warehouse to ensure efficient services. This fee applies only to items stored for more than 60 days. Each item receives 60 days of free storage. No fee is charged for items stored less than 60 days.

Storage Fee Calculation

• Items stored beyond 60 days will be charged a monthly fee based on the stock at the end of the month.
• The fee is calculated considering:
  • Space occupied (per item or volume)
  • Inventory age (number of days in the warehouse)
• Daily charges may also apply for precise calculation.

Special Note – Chichawatni Orders

If an order is placed in Chichawatni late at night, SubDukan will provide customer service support for timely handling.

Effective Date & Taxes

• All fees are exclusive of taxes.
• Fees are applicable from the date of item storage beyond the free period.

Purpose

The Fair Trade Policy outlines activities that are fraudulent or prohibited for sellers. Its goal is to ensure that SubDukan sellers adopt professional, reliable, and honest practices to maintain buyer trust.

Zero Tolerance for Fraud

SubDukan has a zero-tolerance policy for any fraudulent or illegal behavior.

Possible Actions for Violations

• Locking products
• Restricting accounts
• Withholding seller payments
• Blocking or stopping transactions to protect buyers
• Imposing refunds or additional fees on sellers

Non-Compliance Points

Violations of this policy may result in up to 48 non-compliance points. Accumulated points may lead to account restrictions or deactivation.

To maintain a high-quality marketplace, SubDukan regularly monitors seller performance. The following metrics are used to evaluate seller reliability and service standards:

1. Order Fulfillment Rate
   Sellers must ship orders on time according to the promised handling time. Late shipments can negatively impact seller rating.
2. Cancellation Rate
   Orders cancelled by the seller (due to stock-out or other reasons) should be kept below 2%. High cancellation rates may lead to penalties or account suspension.
3. Return & Claim Rate
   Excessive returns or claims due to wrong product, defective items, or poor packaging will reduce seller trust score. Sellers must keep return rate below 5%.
4. Customer Rating & Feedback
   Buyers rate sellers on product quality, delivery speed, and communication. Maintaining an average rating of 4.0 or higher is required to stay in good standing.
5. Response Time
   Sellers must respond to buyer inquiries within 24 hours. Delayed responses may affect seller performance score.
6. Policy Compliance Score
   SubDukan reviews compliance with rules on prohibited items, content guidelines, and authenticity. Violations reduce the compliance score and may trigger penalties.
7. Overall Performance Review
   Sellers who consistently meet or exceed performance metrics may qualify for special promotions, higher visibility, and reward programs. Repeated underperformance may result in temporary restrictions, penalties, or permanent suspension.

17.1 Official Announcements

• All important updates, policy changes, and platform news will be shared via official SubDukan channels (Seller Dashboard, Email, or SMS).
• Sellers must regularly check announcements to stay updated.

17.2 Campaign Participation

• SubDukan may launch promotional campaigns (Discounts, Flash Sales, Free Shipping, Eid Sales, Mega Friday, etc.) to boost sales.
• Sellers can voluntarily join campaigns by following the terms and conditions of each program.
• Participation increases product visibility and sales potential.

17.3 Compliance with Campaign Rules

• Sellers must not misuse campaigns by inflating prices before discounts.
• Fake discounts, misleading offers, or campaign violations may result in penalties or suspension.

17.4 Exclusive Programs

• Some campaigns may be invitation-only (for top-performing sellers).
• Sellers maintaining good performance metrics (on-time delivery, low cancellations, high ratings) will get priority access.

18.1 Grounds for Suspension

• A seller’s account may be suspended temporarily if they:
  • Repeatedly violate SubDukan policies.
  • Fail to fulfill orders on time or deliver poor-quality products.
  • Engage in fraudulent activities (fake orders, fake reviews, scams).
  • Receive excessive customer complaints or negative ratings.

18.2 Grounds for Termination

• A seller’s account may be permanently terminated if they:
  • Sell illegal, counterfeit, or prohibited products.
  • Commit serious fraud, misuse buyer data, or attempt to scam customers.
  • Continuously ignore warnings and fail to improve performance.
  • Violate laws, Islamic values, or ethical standards.

18.3 Consequences of Suspension or Termination

• During suspension, sellers cannot list or sell products until issues are resolved.
• Terminated accounts lose all access to the platform permanently.
• Pending payments may be withheld if fraud or violations are confirmed.

18.4 Appeal Process

• Suspended sellers may contact SubDukan Support within 7 days to request a review.
• Appeals must include evidence, explanations, or corrective actions taken.
• SubDukan’s decision after reviewing the appeal will be final.

19.1 Order Management

Order Management – Easy Steps for SubDukan Sellers

1. Log in to Your Account
   Create a store account on SubDukan or log in to your existing account. Go to the My Account section.
2. Open Your Dashboard
   After logging in, your dashboard will appear with all your store information.
3. Access Orders
   Click on the Orders button in the dashboard. Here, you will see a list of all current and past orders.
4. Manage Orders
   Click on an order to accept, process, or complete it. Update product preparation, packing, and shipping details. Keep the order status updated so that buyers are informed.
5. Returns and Claims
   If an order is returned or a claim is filed, use the Return/Claim option and follow SubDukan’s policies.

Note: Order management ensures that every order is completed on time and accurately, maintaining buyer trust and helping your store achieve high ratings.

19.2 SubDukan – Order Management Guide

1. Order Details
   Each order displays: Order ID, Product details, Quantity, Customer information, Order date.
2. Order Processing
   
   • Confirm Orders: Approve new orders and start the packaging process.
   • Pack & Ship: Safely pack the product and initiate shipment.
   • Update Status: Update the order status, e.g., “Packed,” “Shipped,” or “Delivered.”
3. Order Status Explained
   

   Status	Meaning
   Pending	Order received but not yet processed
   Confirmed	Order approved by the seller
   Shipped	Product has been sent to the customer
   Delivered	Order delivered to the customer
   Cancelled	Order has been cancelled
   Returned	Customer has returned the order
   Refunded	Refund has been completed

4. Modifying or Cancelling Orders
   
   • Cancelling Orders: Only possible if the order has not entered the shipping process.
   • Modifying Orders: Changes in quantity or product require approval from the customer and SubDukan support.
5. Returns & Refunds
   
   • Sellers are notified under Return Requests when a customer initiates a return.
   • Return QC: Check product quality and condition upon return.
   • Refund Process: Issue a refund to the customer after the return is approved.
6. Reports & Analytics
   
   • Sales Reports: Weekly or monthly sales analysis.
   • Order Reports: Complete order history and trends.
   • Return Reports: Data on returns and refunds to improve service quality.
7. Best Practices
   
   • Process orders quickly to ensure timely delivery to customers.
   • Keep shipment tracking updated so customers stay informed.
   • Resolve returns and complaints promptly.
   • Maintain product and packaging quality to ensure positive reviews.

20.1 Investment and Partnership Opportunities

1. Bulk Category / Items Investment
   Investors can invest in a specific product category or bulk items. Profits will be distributed based on the sales of these products.
2. Store + Investment Partnership
   If someone already owns a store or selling space, they can partner with us through investment. Earnings will come from both the physical store and the online platform.
3. Pure Investment
   If someone only wishes to provide capital, they can join as an investor. Net profits will be distributed according to their share.

20.2 Profit Distribution

After deducting all expenses (operations, marketing, salaries, etc.), net profits will be distributed among partners/investors based on their shares. For example, if the annual net profit is PKR 5 million and an investor holds a 20% share, their portion will be PKR 1 million.

20.3 SubDukan’s Responsibilities

• Platform marketing and brand promotion.
• Seller and product registration.
• Order management and customer support.
• Providing quarterly reports to investors.

20.4 Investor Benefits

• ✅ Secure investment
• ✅ Profit sharing
• ✅ Participation in the growing e-commerce market
• ✅ Business transparency and reports
• ✅ Part of a thriving online business

20.5 Legal Protection

• Investment and partnership will be registered under a Shareholders Agreement.
• Complete legal protection will be provided through SECP registration.

Conclusion: By investing with SubDukan, you can become part of a rapidly growing e-commerce business and earn profits securely.

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