1. Purpose

• This Penalty & Fine Structure defines the financial penalties, operational actions, and enforcement measures applicable to vendors who violate marketplace policies, SLA requirements, or Bangladeshi consumer protection laws.

• The goal is to ensure:
• Fair trade practices
• Customer trust
• Platform reliability
• Legal compliance in Bangladesh

2. General Principles

• Penalties are applied based on severity, frequency, and impact of violations.
• Repeated violations attract higher penalties.
• Penalties may be deducted from vendor payouts or security deposits.
• The platform reserves the right to impose non-financial penalties alongside fines.

3. Penalty Categories

• Violations are categorized into:
• Minor Violations
• Major Violations
• Critical Violations

4. Minor Violations

• Examples:
• Late order acceptance
• Late dispatch (first-time or occasional)
• Delayed customer response
• Minor listing inaccuracies
• Penalties:
• First occurrence: Written warning
• Second occurrence:
• BDT 200–500 per order
• Repeated violations:
• Temporary product delisting
• Reduced search visibility

5. Major Violations

• Examples:
• High cancellation rate (>5%)
• Repeated late deliveries
• Misleading product descriptions
• Poor product quality complaints
• Failure to honor return/refund policy
• Penalties:
• Fine: BDT 500–2,000 per order
• Temporary payment hold (7–30 days)
• Suspension from campaigns or promotions
• Mandatory performance review

6. Critical Violations

• Examples:
• Selling counterfeit or illegal products
• Fraud, fake orders, or review manipulation
• Refusal to refund valid customer claims
• Harassment or abusive communication
• Bypassing platform payments (direct deals)
• Penalties:
• Fine: BDT 2,000–10,000 or more
• Immediate product delisting
• Long-term or permanent account suspension
• Payout withholding
• Legal action under Bangladesh law (if applicable)

7. Cancellation & Return-Related Penalties

• Vendor cancellation rate above 5% per month:
• BDT 300–1,000 per cancelled order
• Unjustified return rejection:
• BDT 500 per case
• High return ratio due to vendor fault:
• Temporary payment hold
• Listing restrictions

8. Rating & Review Penalties

• Average rating below 3.5 stars for 30 consecutive days:
• Reduced visibility
• Removal from “Top Seller” status
• Fake or manipulated reviews:
• Fine: BDT 1,000–5,000
• Rating reset
• Possible suspension

9. SLA Breach Penalties

• Order acceptance delay beyond 24 hours:
• BDT 200 per order
• Dispatch delay beyond committed time:
• BDT 300–800 per order
• Repeated SLA breach:
• Payment hold
• Account suspension

10. Payment Withholding & Adjustment

• The platform may withhold payouts in case of:

• Active disputes
• Suspected fraud
• Excessive returns
• Pending penalties
• Penalty amounts may be adjusted from:
• Current payout
• Future earnings
• Vendor security deposit (if any)

11. Legal & Regulatory Compliance

• Violations of Bangladeshi laws, including:

• Consumer Rights Protection Act, 2009
• Digital Commerce Guidelines
• ICT Act / Cyber laws
• May result in:
• Immediate account termination
• Reporting to relevant authorities
• Legal proceedings

12. Right to Appeal

• Vendors may submit a penalty appeal within 7 working days.
• Appeals must include supporting documents.
• The platform’s final decision shall be binding.

13. Repeat Offender Policy

• 3 major violations within 90 days may lead to:

• Long-term suspension
• Permanent termination
• Critical violations may result in immediate termination without prior notice.

14. Policy Updates

• The platform may update penalties at any time.
• Vendors will be notified via email or dashboard.
• Continued platform usage confirms acceptance.

15. Acceptance

• By operating as a vendor on the platform, you agree to:

• This Penalty & Fine Structure
• All related marketplace policies
• Financial and non-financial enforcement actions