Seller Payments and Policies

For H&A Store Sellers

1. Payment Cycle and Returns Policy

• Order-Based Payments: Payments are made for orders marked as 'Delivered' in the H&A Seller Portal.
• Returns Adjustment: If a payment has been processed for a delivered item that is later returned by the customer, H&A Store will:
  • Deduct the equivalent amount in the next payment cycle.
  • Return the product to the seller in accordance with the return policy.
• Item Tracking: Items in transit or at the H&A Store warehouse are visible in the Order Management and Product Management sections of the Seller Portal.

2. Payment Timelines

• Weekly Payments: Payments for delivered products follow a weekly schedule, with the structure below:
  • t + 1: Sellers can view their payment statements in the 'My Income' section of the Seller Portal.
  • t + 5: Payments are transferred to the seller's bank account via Inter Bank Funds Transfer (IBFT).
• Public Holidays or Weekends: Payments falling on holidays or weekends will be processed on the next business day.
• Documentation Requirement: Sellers must retain a copy of the signed airway bill for at least 3 months for products handed over to H&A Store-certified shipping providers.

3. Deductions from Seller Payments

• Marketplace Commission: A percentage of the transaction value is charged as a commission for each delivered item.
• Excluded Categories: Digital Goods, Top-up, Charity & Donation, Service Products, Special Digital Products, SOF (Seller Own Fleet).

4. Penalties

• Seller Cancellation: 30% of the order value (capped at 500 PKR per order) if the cancellation rate exceeds 1% in the last 90 days.
• Late Processing: 1% of the order value (capped at 500 PKR per order) for orders not processed within SLA (below 90% compliance).
• Quality Returns (Seller Fault): 30% of the order value (capped at 500 PKR per order) for returns due to seller-related quality issues.
• Penalty Cap: Total penalties are capped at 30% of the seller's payout.

5. Pickup Service Fee* (Optional)

• Bulky Items: 120 PKR per package (8 kg or more).
• Non-Bulky Items: 30 PKR per package (less than 8 kg).

6. Other Service Fees

• Additional service fees apply to delivered and returned items starting September 1, 2024.

Summary

• H&A Store processes payments weekly based on delivered orders. Sellers are responsible for marketplace commissions, payment fees, handling fees, and penalties for cancellations, late processing, or quality-related returns.
• Payments are adjusted for returned items in the following cycle.
• Sellers must retain signed airway bills for 3 months, while optional pickup services and additional fees are structured to streamline the process and encourage optimal seller performance.