Seller / Marketplace Policy
This policy explains seller onboarding, KYC, product listings, pricing, tax, inventory, dispatch, packaging, returns, refunds, RTO, payout, commission, penalties, seller data, customer service, prohibited products, marketplace conduct, and seller account suspension rules for CapHanu Enterprise.
📌 Overview & Scope
CapHanu Enterprise may allow approved sellers, vendors, manufacturers, distributors, wholesalers, local businesses, artisans, custom print partners, digital product creators, and service partners to list and sell products through the CapHanu platform. This Seller / Marketplace Policy applies to every seller account, seller user, seller staff, seller listing, seller order, seller payout, seller support request, and seller-related activity on the platform.
By registering as a seller, submitting documents, uploading products, accepting orders, using seller tools, receiving payouts, or interacting with customers through the platform, the seller agrees to follow this policy, the Terms & Conditions, Privacy Policy, Return & Refund Policy, Shipping & Delivery Policy, Warranty Policy, Product Disclaimer, Restricted Products rules, and any commercial terms or written agreement applicable to the seller.
🧾 Seller Registration, KYC & Approval
Seller access is subject to approval. Registration does not automatically create a right to sell. CapHanu Enterprise may approve, reject, pause, verify, re-verify, or terminate seller access depending on business suitability, category risk, compliance requirements, customer protection, documentation, and platform standards.
- Seller must provide true, current, complete, and legally valid information.
- Seller must not submit forged, expired, altered, misleading, borrowed, or unauthorized documents.
- Seller must update documents immediately if business name, GST, address, bank, contact, license, ownership, or authorized person changes.
- CapHanu Enterprise may request additional documents at any time for compliance, fraud review, payout review, or category approval.
- Failure to complete verification may result in listing restriction, payout hold, order hold, or account suspension.
🔐 Seller Account Security & Authorized Users
Seller is responsible for all activity under the seller account. This includes listings, price changes, stock updates, order acceptance, dispatch, customer communication, bank detail updates, support tickets, and payout requests made through seller login or authorized staff access.
- Seller must protect passwords, OTPs, admin access, API keys, email account, device access, and bank update permissions.
- Seller must not share login credentials with unauthorized persons.
- Seller must immediately report suspicious login, unauthorized listing changes, bank detail changes, payout issue, or security concern.
- CapHanu Enterprise may temporarily freeze sensitive actions if suspicious activity is detected.
- Seller remains liable for orders, disputes, and losses caused by negligence or unauthorized sharing of account access.
📋 Product Listing & Catalogue Rules
Sellers must create accurate, lawful, and customer-friendly product listings. Every listing should represent the actual product that will be delivered. Misleading information, fake branding, wrong images, wrong price, wrong stock, false warranty, inflated MRP, or inaccurate category details may lead to listing removal, penalty, payout hold, or account action.
| Listing Field | Seller Responsibility | Important Notes |
|---|---|---|
| Title & Description | Must be clear, truthful, and relevant to product. | No keyword stuffing, fake brand claims, misleading promises, or unsupported benefits. |
| Images & Videos | Must show the actual product or authorized catalogue image. | No copyrighted images, fake images, competitor images, watermark misuse, or unrelated lifestyle images. |
| Category & Attributes | Must select correct category, size, color, material, variant, weight, and features. | Wrong category can cause return, delivery, tax, or customer confusion. |
| MRP & Price | Must follow lawful pricing, MRP, tax, and discount rules. | Inflated MRP, fake discount, drip pricing, or hidden charges are not allowed. |
| Stock & SKU | Must maintain accurate stock and SKU mapping. | Repeated stock mismatch may lead to listing suppression or penalty. |
| Warranty & Return | Must disclose warranty, no-warranty, return eligibility, and special conditions. | Seller must honor terms shown on listing and invoice. |
| Legal Declarations | Must provide required declarations such as quantity, country of origin, manufacturer/importer/packer, expiry, license, or safety mark where applicable. | Regulated products may need extra compliance proof. |
CapHanu Enterprise may edit, standardize, moderate, improve, merge, reject, delist, or hide listings for quality, customer protection, legal compliance, or platform consistency.
🚫 Prohibited, Restricted & High-risk Products
Sellers must not list illegal, unsafe, counterfeit, restricted, harmful, prohibited, misleading, or policy-violating products. Seller is responsible for ensuring that every product listed by the seller is legal to sell, safe for customers, properly labeled, and compliant with applicable Indian laws and platform rules.
- Counterfeit, fake branded, replica, pirated, stolen, or unauthorized trademark products are strictly prohibited.
- Illegal drugs, controlled substances, prescription-only medicines without required authorization, weapons, explosives, hazardous chemicals, and prohibited items are not allowed.
- Unsafe toys, electronics, cosmetics, food, health, ayurvedic, electrical, or regulated products may require proof of compliance, license, certification, or safety marking.
- Products violating intellectual property, privacy, religious sensitivity, obscenity, hate, violence, or public safety rules may be removed.
- CapHanu Enterprise may restrict categories that require license, BIS/ISI/FSSAI/legal metrology/other compliance documentation.
If a prohibited or non-compliant listing is found, CapHanu Enterprise may remove the listing, cancel orders, hold payouts, report seller, restrict account, and recover customer losses or penalties from the seller.
💰 Pricing, MRP, GST, Tax & Invoice Responsibility
Seller is responsible for lawful pricing, tax compliance, invoice accuracy, HSN/SAC classification, GST or tax treatment, discounts, MRP declaration, and all legal obligations related to seller products. Seller must not mislead customers with false discounts, inflated MRP, hidden charges, wrong tax details, or deceptive pricing.
- Price must include or clearly disclose applicable taxes and charges as required.
- MRP must be genuine and legally supportable for packaged products.
- Seller must issue or support invoice generation where required.
- Seller must provide correct GSTIN/tax details if registered or legally required.
- Seller must not ask customer for extra payment outside the platform for listed products.
- Seller is responsible for tax filings, GST compliance, TCS/TDS effects where applicable, and accounting records.
CapHanu Enterprise may provide technology tools for invoice display or tax reporting, but the legal correctness of seller tax data remains the seller’s responsibility.
📦 Inventory, Stock Accuracy & Product Availability
Seller must maintain accurate inventory and product availability. Orders should not be accepted for products that are out of stock, discontinued, defective, expired, restricted, wrong variant, or unavailable for dispatch.
- Seller must update stock immediately when inventory changes.
- Variant-level stock such as size, color, design, model, and SKU must be accurate.
- Seller must not show fake stock to gain visibility.
- Seller must not substitute a different product without customer/platform approval.
- Repeated stock-outs, cancellations, or wrong dispatch may lead to penalties or reduced visibility.
For pre-order, made-to-order, custom, B2B, or special procurement items, seller must clearly disclose processing time and product availability conditions.
✅ Product Quality, Safety & Compliance
Seller must ensure that products are genuine, safe, clean, usable, defect-free, legally compliant, and fit for ordinary use described on the listing. Products must not be expired, damaged, used, refurbished without disclosure, tampered, unsafe, incomplete, or materially different from the listing.
- Seller must conduct basic quality check before dispatch.
- Seller must not ship expired, leaked, broken, dirty, damaged, or returned-used products as new.
- Seller must verify packaging, seals, batch, expiry, quantity, variant, and accessories before dispatch.
- Seller must comply with product-specific laws, safety standards, labeling, warning, and certification requirements.
- Seller must cooperate with any safety recall, consumer complaint, legal notice, or compliance review.
🚚 Order Processing, Packaging & Dispatch
Seller must process orders promptly and dispatch within the timeline shown on the platform or agreed in commercial terms. Delayed dispatch directly affects customer trust and may result in cancellation, refund, penalty, payout hold, or seller performance action.
- Seller must not dispatch wrong, incomplete, damaged, expired, or substitute product.
- Seller must include invoice, warranty card, manual, accessories, freebies, and labels where applicable.
- Seller must use tamper-safe packaging for high-risk or delicate products.
- Seller must cooperate with courier pickup, reattempt, weight dispute, and delivery escalation.
- Repeated late dispatch, fake dispatch, wrong AWB, or pickup failure may lead to penalties.
💬 Customer Service & Communication
Sellers must support customers professionally through platform-approved channels. Sellers must not harass, mislead, abuse, threaten, spam, or directly solicit customers outside platform rules.
- Seller must respond to platform/customer support queries within required timeline.
- Seller must not ask customers to cancel genuine complaints or settle outside platform in a misleading way.
- Seller must not collect unnecessary customer data or misuse customer contact details.
- Seller must not send promotional messages, links, payment requests, or unrelated offers to customers without authorization.
- Seller must communicate respectfully and maintain records of important support responses.
🔁 Returns, Refunds, Replacement & RTO Responsibility
Seller must follow CapHanu Enterprise return, refund, exchange, replacement, warranty, and cancellation policies. Seller is responsible for defects, wrong product, missing item, expired product, poor packing, delayed dispatch, incorrect listing, and seller-caused customer issues.
| Issue Type | Seller Responsibility | Possible Impact |
|---|---|---|
| Wrong product / wrong variant | Seller must verify listing, SKU, and dispatch records. | Refund, replacement, reverse logistics, penalty, payout deduction. |
| Damaged due to poor packaging | Seller may be liable if packaging was insufficient. | Refund/replacement cost, shipping deduction, seller warning. |
| Missing item/accessory/freebie | Seller must resolve verified missing item claims. | Partial refund, replacement, penalty, payout adjustment. |
| Expired/defective/unsafe product | Seller may be fully liable and listing may be removed. | Refund, account restriction, legal/compliance action. |
| Customer-caused return | Seller may not be liable if product and listing are correct. | Refund/return handling as per platform return policy. |
| RTO due to customer issue | Responsibility depends on courier and customer records. | Charges may be allocated according to commercial terms. |
Seller must cooperate in return verification, quality check, inspection, re-shipment, refund approval, and dispute resolution. If seller does not respond within required time, CapHanu Enterprise may decide the case based on available evidence.
🏦 Seller Payout, Commission, Fees & Deductions
Seller payouts are calculated after deducting applicable commission, marketplace fees, payment gateway charges, logistics charges, packaging charges, return/RTO charges, cancellation charges, penalties, refund amounts, promotional discounts borne by seller, tax deductions, chargebacks, customer compensation, and any other recoverable amount.
- Payout cycle may depend on delivery confirmation, return window, dispute status, fraud review, and bank verification.
- CapHanu Enterprise may hold payout for disputed orders, suspicious transactions, legal notices, tax issues, high return rate, seller risk, or policy violation.
- Seller must provide correct bank and tax details. Wrong bank details may delay payout.
- Negative balance may be adjusted against future payouts or recovered separately.
- Payout statements should be reviewed promptly. Disputes must be raised within the applicable statement dispute timeline.
Payout release does not waive CapHanu Enterprise’s right to recover amounts later if refund, return, chargeback, fraud, tax issue, or seller liability is discovered after settlement.
🎁 Seller Promotions, Coupons, CapCoin & Campaigns
Sellers may be allowed to participate in sales, coupons, promotional campaigns, cashback-style offers, CapCoin campaigns, free shipping offers, featured listings, bundles, referral-linked campaigns, affiliate campaigns, or sponsored visibility programs. Participation may require separate approval and may involve commercial deductions.
- Seller must honor campaign terms once enrolled.
- Seller-funded discounts may be deducted from seller payout.
- If an order is returned/cancelled, campaign benefit, CapCoin, referral, or affiliate reward may be reversed or adjusted.
- Seller must not manipulate pricing before discount to mislead customers.
- Seller must not create fake orders, fake referrals, affiliate abuse, self-purchases, or review manipulation to gain campaign benefits.
⭐ Reviews, Ratings & Seller Performance
Customer reviews, ratings, returns, cancellation rate, dispatch speed, product quality, complaint rate, RTO rate, support response, and policy compliance may affect seller performance score, visibility, campaign eligibility, payout risk, and account standing.
- Seller must not create fake reviews, buy reviews, pressure customers, or manipulate ratings.
- Seller must not offer compensation to remove genuine negative reviews outside platform rules.
- Seller must not post fake questions/answers or competitor abuse.
- CapHanu Enterprise may moderate abusive, fake, irrelevant, or policy-violating reviews.
- High complaint rate or poor performance may lead to listing suppression or seller action.
🔒 Customer Data, Privacy & Confidentiality
Seller may receive limited customer/order data only for order processing, delivery, invoice, support, return, warranty, and legal compliance purposes. Seller must protect customer data and use it only for the purpose for which it was shared.
- Seller must not misuse customer phone, email, address, order history, payment information, or uploaded files.
- Seller must not send unauthorized marketing, spam, or external payment links to customers.
- Seller must not sell, rent, copy, scrape, export, or share customer data with unauthorized persons.
- Seller must protect documents, invoices, labels, and return data from unauthorized access.
- Seller must report any data breach or unauthorized disclosure immediately.
©️ Intellectual Property, Brand & Content Rights
Seller must respect intellectual property rights. Seller must not list counterfeit products, unauthorized replicas, copyrighted images, copied designs, fake logos, misleading brand names, pirated digital products, or products violating trademark, copyright, design, patent, publicity, privacy, or other rights.
- Seller must have authorization for branded products where required.
- Seller must remove listings immediately if IP complaint is received and verified.
- Seller is responsible for legal claims, takedown requests, customer losses, and platform losses caused by seller infringement.
- For custom products, seller must not misuse customer-provided logos, photos, designs, or files.
- CapHanu Enterprise may suspend seller listings or payout if infringement risk is detected.
🎨 Custom, Digital & Made-to-order Seller Rules
Sellers offering custom print, personalized, made-to-order, digital download, license key, template, design file, or service-like products must follow special rules because such products often have limited return and refund eligibility.
- Seller must clearly mention customization requirements, production time, approval process, file quality needs, and cancellation restrictions.
- Seller must not start production until required customer details or approval are received where approval is part of order flow.
- Seller must keep customer-uploaded content confidential and use it only for the order.
- Seller must not use customer designs, photos, logos, or names for marketing without permission.
- Digital sellers must provide secure access, license terms, download limits, expiry, and support details where applicable.
- Wrong print, wrong design, poor production, corrupted digital file, or unauthorized content misuse may make seller liable.
🏢 B2B, Wholesale & Bulk Seller Rules
Sellers supplying wholesale, B2B, institutional, reseller, manufacturing, corporate gifting, event, or bulk orders must provide accurate quotation, stock commitment, tax details, dispatch schedule, packaging plan, minimum order quantity, production capacity, and special return/warranty terms.
- Seller must not accept bulk orders beyond real capacity.
- Seller must clearly disclose lead time, advance payment terms, production stages, inspection process, and cancellation restrictions.
- Seller must support batch-wise defect review and quantity reconciliation.
- Bulk order disputes may be resolved through replacement, credit note, partial refund, rework, or negotiated settlement depending on agreement.
- Seller must comply with GST invoice, e-way bill, transport, packing, and product declaration requirements where applicable.
📚 Records, Audit, Inspection & Compliance Review
Sellers must maintain records needed for product authenticity, purchase, invoice, tax, dispatch, returns, warranty, customer complaints, licenses, certifications, and supplier chain. CapHanu Enterprise may request documents for audit, dispute, fraud review, legal compliance, customer complaint, or seller performance review.
- Seller must retain invoices, supplier bills, product records, stock records, and compliance documents.
- Seller must cooperate with product inspection, sample check, quality audit, or listing review.
- Seller must provide proof of authenticity for branded goods when requested.
- Seller must cooperate with authorities, legal notices, recall requests, and consumer complaints.
- Failure to provide records may result in payout hold or account restriction.
🚨 Prohibited Seller Practices
The following practices are strictly prohibited and may lead to immediate action:
- Fake products, counterfeit goods, unauthorized replicas, or misleading brand claims.
- Fake stock, wrong dispatch, substitute dispatch, old/used product sold as new, or expired product dispatch.
- Inflated MRP, false discount, hidden charges, bait-and-switch, or misleading product claims.
- Fake reviews, self-orders, review manipulation, competitor sabotage, or abusive communication.
- Customer data misuse, external payment request, spam marketing, or unauthorized contact.
- Fraudulent returns, seller-side claim manipulation, fake proof, fake shipment, or tampered package claim.
- Attempting to bypass platform fees, commission, payment gateway, or order tracking.
- Creating multiple seller accounts to avoid penalties, restrictions, or fraud review.
- Threatening customers, staff, courier partners, or platform representatives.
🛡️ Penalties, Restrictions, Suspension & Termination
CapHanu Enterprise may take corrective action based on seller performance, policy violation, customer complaints, fraud signals, legal risk, product risk, or marketplace quality requirements.
| Action | When It May Apply | Effect |
|---|---|---|
| Listing Warning | Minor listing error, missing detail, or first-time issue. | Seller must correct issue quickly. |
| Listing Suppression | Misleading, incomplete, risky, out-of-stock, or non-compliant listing. | Product may be hidden until corrected. |
| Order Restriction | High cancellation, late dispatch, poor quality, or complaint spike. | Seller may receive fewer or no new orders temporarily. |
| Payout Hold | Refund risk, legal risk, fraud review, negative balance, or unresolved disputes. | Payout may be delayed until review closes. |
| Penalty / Deduction | Wrong dispatch, poor packaging, seller-caused return, policy breach, RTO liability. | Amount may be deducted from payout. |
| Account Suspension | Serious or repeated violation, fake products, fraud, safety issue, or non-cooperation. | Seller access may be blocked and listings disabled. |
| Termination | Severe breach, illegal product, counterfeit activity, repeated fraud, or legal risk. | Seller relationship may end and recovery/legal action may follow. |
CapHanu Enterprise may choose action severity based on facts, seller history, customer impact, legal risk, financial exposure, and platform safety.
⚖️ Seller Disputes, Appeals & Resolution
Sellers may raise disputes for payout calculation, return decision, penalty, listing removal, customer claim, courier issue, or account action through official seller support channels. The seller must submit complete evidence within the required timeline.
- Seller should provide order ID, product details, invoice, dispatch proof, packing video, courier proof, return inspection proof, and communication records where applicable.
- CapHanu Enterprise may review seller evidence, customer evidence, courier data, system logs, payment records, and support history.
- Delays in submitting evidence may lead to decision based on available records.
- Final platform decision may be binding for internal marketplace operations, subject to applicable law.
- Abusive, repetitive, fraudulent, or bad-faith disputes may be rejected.
🧾 Seller Liability & Indemnity
Seller agrees to be responsible for products listed and sold by seller, including product quality, legality, authenticity, tax compliance, labeling, warranty, intellectual property, safety, customer claims, seller staff actions, and policy compliance.
Seller agrees to indemnify and protect CapHanu Enterprise, its owners, staff, partners, payment providers, logistics partners, customers, and affiliates from losses, penalties, refunds, damages, claims, legal notices, government action, consumer complaints, IP complaints, data misuse claims, or third-party claims caused by seller products, seller actions, seller negligence, seller misinformation, or seller policy violations.
🔄 Policy Updates & Commercial Terms
CapHanu Enterprise may update this Seller / Marketplace Policy from time to time due to legal changes, marketplace expansion, product category changes, payment/shipping changes, fraud prevention, seller performance requirements, technology changes, or business needs.
Updated policy will be published on this page with the latest update date. Continued use of seller tools or acceptance of new orders after policy update means the seller acknowledges the revised terms. Separate seller agreement, commission sheet, payout schedule, category rules, written quotation, or campaign agreement may apply in addition to this policy.
📩 Seller Support & Contact
For seller registration, KYC, product listing, category approval, payout, commission, return dispute, account restriction, B2B seller queries, custom product seller support, digital product seller support, or policy clarification, sellers should contact official CapHanu Enterprise support channels.
Sellers should not share passwords, OTPs, UPI PINs, card details, or unnecessary sensitive documents through unofficial channels. Share seller documents only through official CapHanu Enterprise onboarding/support channels.