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Vendor Penalty Matrix

Effective Date: 02 May 2025

Applicable Platform: mOOm

This Vendor Penalty Matrix defines penalties, actions, and escalation levels for non-compliance with platform policies, Vendor SLA, and applicable laws.

1. Order & Fulfilment Violations

Violation TypeThresholdPenaltyEscalation Action
Late order acceptance>24 hrs₹100 per orderWarning → Listing deboost
Late dispatch>48 hrs₹200 per orderListing suspension
Order cancellation by vendor>5% monthly₹300 per orderAccount review
Non-shipment after confirmationAny instance₹500 per orderImmediate suspension

2. Inventory & Listing Accuracy

Violation TypePenaltyEscalation
Out-of-stock cancellation₹200/orderListing freeze
Incorrect pricing₹300/listingTemporary delisting
Misleading description₹500/listingDelisting + warning
Wrong product category₹150/listingCorrection notice

3. Product Quality Violations

IssuePenaltyEscalation
Defective product₹400/orderQuality audit
Damaged due to poor packaging₹300/orderPackaging mandate
Expired/illegal product₹1,000/orderImmediate suspension
Counterfeit product₹5,000 + legal actionPermanent ban

4. Return & Refund Non-Compliance

ViolationPenaltyEscalation
Delayed return approval₹200/caseSettlement hold
Refund delay beyond SLA₹300/caseAccount downgrade
Return rejection without proof₹500/casePolicy violation
Repeated return disputesCase-basedManual review

5. Customer Support Violations

ViolationPenaltyEscalation
No response >48 hrs₹200/caseVisibility reduction
Misbehavior with customer₹500/caseAccount warning
False communication₹1,000/caseSuspension

6. Compliance & Legal Violations

ViolationPenaltyAction
Missing GST/PAN/KYCSettlement holdAccount restriction
Tax non-complianceActual loss + penaltyLegal reporting
Sale of restricted items₹2,000/itemImmediate delisting
Regulatory violationCase-basedTermination

7. Performance-Based Penalties

MetricAcceptable LimitAction
Cancellation rate≤5%Deboost → Suspension
Return rateCategory-basedAudit
Customer rating≥3.5Visibility drop
SLA breach frequencyRepeatedTermination

8. Settlement Deductions

  1. Penalties may be auto-deducted from vendor settlements
  2. If the balance is insufficient, the amount will be carried forward
  3. Repeated penalties may result in seca urity deposit requirement

9. Appeals Process

  1. Vendors may appeal penalties within 7 days
  2. Supporting documents must be submitted
  3. The platform decision after review shall be final

10. Policy Authority

MOKAMMBIKA VENTURES PRIVATE LIMITED reserves the right to:

  1. Modify penalty amounts
  2. Introduce category-specific penalties
  3. Enforce stricter rules for high-risk products

11. Governing Law

This matrix is governed by the laws of India, with jurisdiction in Ayodhya, Uttar Pradesh.