Vendor Policy Handbook

Last Updated: 16/11/2025

This Vendor Policy Handbook contains the full set of policies all vendors must follow when selling on the RSS Merchants platform. It excludes the Merchant Policy, Vendor Code of Conduct, and Vendor Onboarding Guide, which exist as standalone documents. This handbook outlines operational, legal, and performance requirements.

1. Product Listing Policy

Vendors must ensure all product listings are accurate, lawful, and professionally presented.

1.1 Listing Requirements

• Clear product titles
• Accurate and complete descriptions
• High-quality images of the actual product
• Correct pricing
• Stock availability
• Shipping and processing times
• Variants (size, color, etc.) when applicable

1.2 Accuracy Standards

All product information must be truthful. Misleading descriptions, exaggerated claims, or deceptive content are prohibited.

1.3 Image Guidelines

• No copyrighted images without permission
• No watermarks from unrelated brands
• Images must not misrepresent the product

1.4 Prohibited Listing Behaviors

• Keyword stuffing
• False scarcity ("only 1 left" when untrue)
• Misuse of categories or tags

2. Prohibited Products Policy

The following categories are strictly prohibited:

• Illegal or restricted items
• Counterfeit or trademark-infringing goods
• Stolen merchandise
• Hazardous materials without required certifications
• Weapons, explosives, or harmful substances
• Adult content not compliant with platform rules
• Items promoting hate, violence, or discrimination

RSS Merchants reserves the right to remove any product deemed unsafe or inappropriate.

3. Shipping & Fulfillment Policy

Vendors are solely responsible for packaging, shipping, and delivering orders.

3.1 Shipping Standards

Vendors must:

• Ship within advertised processing times
• Use reliable carriers
• Provide tracking information when available
• Accurately display shipping fees and delivery estimates

3.2 Packaging Standards

• Packaging must protect items from damage
• Fragile goods must be appropriately cushioned
• Boxes or envelopes must be professional and secure

3.3 Delays

If delays occur, vendors must notify the customer promptly with:

• Reason for delay
• Updated delivery estimate
• Options for cancellation or support if necessary

4. Order Cancellation Policy

4.1 Customer-Initiated Cancellations

Customers may cancel an order according to the vendor's cancellation policy. Vendors must:

• Honor cancellation requests submitted before the item is shipped
• Provide prompt refunds when applicable

4.2 Vendor-Initiated Cancellations

Vendors may only cancel an order when:

• The item is out of stock
• The listing was incorrect
• There is a valid logistical issue preventing fulfillment

Frequent vendor-initiated cancellations may lead to penalties.

5. Customer Service Standards Policy

Vendors must provide high-quality support.

5.1 Response Times

• Inquiries should be answered within 24–48 hours.
• Communication must be respectful and solution‑oriented

5.2 Complaint Resolution

Vendors must:

• Address product quality issues
• Resolve shipping problems
• Coordinate returns or replacements when applicable

Ignoring customers may result in account suspension.

 

6. Returns Handling Policy

6.1 Vendor Responsibility

Vendors must:

• Clearly define return policies
• Accept returns according to their policy and relevant laws
• Provide return instructions promptly

6.2 Condition Requirements

Returned items may be subject to:

• Reasonable restocking fees (if disclosed)
• Condition inspections

6.3 Refund Timelines

Refunds must be processed within the timeframe required by applicable consumer protection laws.

7. Inventory & Stock Management Policy

7.1 Accuracy Requirements

Vendors must:

• Maintain accurate stock levels
• Update listings immediately when products sell out
• Avoid overselling

7.2 Backorders & Preorders

If a product is on backorder:

• The listing must clearly state the expected restock date
• Vendors must keep customers informed of changes

8. Pricing & Promotions Policy

8.1 Pricing Requirements

Vendors must:

• Display accurate, final prices
• Include taxes when applicable
• Avoid hidden or misleading fees

8.2 Promotions & Discounts

Promotions must:

• Be genuine and clearly described
• Not use false discounts or fabricated original prices

8.3 Prohibited Pricing Practices

• Price gouging
• Manipulative “fake sale” tactics
• Excessive shipping fees used to circumvent pricing standards

9. Payment & Fee Policy

9.1 Payment Processing

• Payments are processed by external gateways
• Vendors must comply with verification requirements
• RSS Merchants is not responsible for payout delays from payment processors

9.2 Platform Fees

• Commission rates will be displayed in the vendor dashboard
• Fees may include processing charges, commission, or service fees

10. Data Protection & Privacy Policy (Vendor Requirements)

10.1 Customer Data Use

Vendors may use customer data only for:

• Order fulfillment
• Shipping and returns coordination

10.2 Data Security

Vendors must:

• Protect sensitive information
• Not share, sell, or misuse customer data
• Comply with GDPR and applicable privacy laws

11. Review & Feedback Policy

11.1 Authenticity Standards

• Reviews must reflect genuine customer experiences
• Vendors may not post fake reviews or manipulate ratings

11.2 Vendor Restrictions

Vendors may NOT:

• Incentivize positive reviews
• Threaten or harass customers over negative feedback
• Ask customers to remove honest reviews

11.3 Responding to Reviews

Responses must be:

• Polite
• Professional
• Focused on resolving issues

12. Intellectual Property Compliance Policy

Vendors must ensure that:

• All product designs, images, and descriptions are original or licensed
• No copyrighted or trademarked content is used without authorization

Violations may lead to immediate account termination.

13. Vendor Performance Policy

Vendor performance is monitored using:

• On-time shipping rate
• Order accuracy
• Customer complaint ratio
• Refund rate
• Policy compliance
• Product quality consistency

Performance below acceptable standards may lead to:

• Warning notices
• Reduced visibility
• Account suspension
• Permanent banning

14. Marketplace Integrity & Anti-Fraud Policy

Vendors must:

• Use truthful identification and legal business information
• Avoid fraudulent transactions
• Not bypass platform systems or fees

Prohibited behaviors include:

• Fake tracking numbers
• Chargeback abuse
• External sales redirection
• Multiple accounts used deceptively

Severe violations may result in immediate removal.

15. Vendor Suspension & Termination Policy

15.1 Grounds for Suspension or Termination

• Repeated policy violations
• Fraudulent behavior
• Poor customer service
• High cancellation or refund rates
• Sale of prohibited products
• Abuse of customer data

15.2 Vendor Obligations After Termination

Vendors must:

• Fulfill outstanding orders
• Assist with pending customer issues
• Comply with refund obligations

16. Dispute Resolution Policy

16.1 Customer Disputes

Vendors must:

• Cooperate in resolving complaints
• Provide documents or evidence when requested

16.2 Platform Disputes

RSS Merchants will:

• Review both vendor and customer information
• Make fair, final decisions in line with policies.

17. Packaging & Product Quality Policy

17.1 Product Quality Standards

Products must:

• Match their descriptions
• Be safe for use
• Meet applicable regulatory standards

17.2 Packaging Requirements

Packaging must:

• Protect items from damage
• Be appropriately sized
• Be clean and professional

18. Updates to This Handbook

RSS Merchants may update this handbook at any time. Vendors will be notified of significant changes. Continued use of the platform constitutes acceptance of updates.