COMMERCIAL TERMS

Marketing & Payment Gateway

Charges
Marketing Fees : Sellers need to pay marketing fees to
Snapdeal. Varies category wise. Inclusive of service tax
Payment collection fees : Rs 20 or 2.7% of SP whichever is
higher
0% fees for Tyres and Alloys. Marketing fees changed from
5% to 4% for cartridges and toners
For following subcats, Gross margin based fees is levied
which is inclusive of Marketing Fee, Payment Collection
Fee, Fulfilment Centre Charges, Logistics Service Provider
Fees and applicable service tax shall be charged extra
Automotive : Car Parts & Spares 18%
Beauty & Personal care 20-30%
Education (online)- 30%

FC charges Handling & Packaging

Charges
Category

Standard
Rate(Rs)

Unit

Pen Drives, Memory Cards

12

Per unit

Products <= 250 grams

20

Per Unit

Products > 250 grams

25

Per Unit

Oversize product

20

Per Kg

20

Per kg

60

Per cu ft

(Without

wooden packaging)

Oversize product (With wooden

packaging)

WPC

Dead weight or Volumetric weight whichever is higher should be taken

Oversize product is
Shipment weight 3kg or above
Longest side 38 cm or above
Median side 25 cm or above
Shortest side 15 cm or above
Fragile packaging charges Rs 12 per 500 gms

FC charges Storage, Insurance &

RTV

The Storage charges(presently waived)will be as per the

following rule,

From 16 calendar days after in-warding SUPCs selected by

Snapdeal for SD+
From day 1 after in-warding other SUPCs on SD+
In case of RTV, in-warding of stock wont be allowed for 15
calendar days
For all categories storage cost of Rs 14 per cu ft per month
would be applicable
Insurance fees 0.25% of product value per month. Minimum
Category
Rate(Rs per
period would
be one month
unit)
RTV Inventory
removal
fee
(presently waived)
is as follows.
Pen Drives,
Memory
Cards
5
Transportation
not included
Products <= 250 grams
10
Products > 250 grams

10

Oversize product (Without wooden

packaging)

15

Oversize product (With wooden

20

Logistics Charges
Logistics Charges as follows
For first 500 gram : Rs. 50
For each additional 500gram : Rs. 40

However, for some products as may be

agreed between the parties, Logistics
Service Provider Fees will be
Upto 5kg. : Rs. 135
For each additional kg. : Rs. 17

Returns: Who pays when?

Particulars

Shipping fees, Marketing fees, Reverse

pick up fees, Payment collection fees

Direct Shipment
Returns (DS/OS)

To be paid by Seller

Seller related
cancelations (OOS
etc.)

To be paid by Seller

Replacement

To be paid by Seller

Post Shipment
return/ Customer
Non acceptance

To be paid by Snapdeal (except Marketing

fees)

In case the order is shipped but it remains undelivered, Seller will be

covered under the TrustPay Policy.

Packaging facilitation
charges
For SD+
SKU
Rates
Classificati
on

For OS/DS

Small

10

Medium

24

Large

40

Extra Large

60

SKU
Classification
Small
Small
Medium
Medium
Large
Large

SKU inches

Rates

6.5x6.5
8.5x11.5
12x12
14x16
18x18
24x24

2.75
5
6.5
8.5
12.5
18

Wooden Packaging (Pick & Pack)

Charges
Subcategory

Chimneys ,Food
processors, Gas stove,
Geysers,
HomeTheatres,Inverter
Juicer Mixer, Water
purifier,
LED, Microwaves
Washing Machine
Fans & Air Coolers

Packaging charges:
Rs. Per RFT (Running
feet)
13.5

10.5

Picking charges: Rs.

per kg. of chargeable
weight
6

Air Conditioners
Batteries (Inverters &
17.5
6
Stabilizers)
Refrigerator
All subcategories not mentioned in the above table but require PNP,

a standard rate of Rs. 13.5/ RFT (Packaging) and Rs. 6/ Kg. (Picking
charges) will be applicable
Required roll of tapes can be facilitated by Snapdeal at the rate of

RETURN POLICY

Trustpay policy
Customer trustpay - The customer is allowed to
raise a request for replacement/exchange or
refund within 7 days from the order delivery date
In cases where customer raised the request
beyond 7 days and Snapdeal accepts the
product return, the product will not be sent back
to the seller
Seller trustpay Protects sellers from delay in
delivery of products returned by customers.
Sellers are compensated in case there is a
breach of timelines by Snapdeal

Returns
Return to Origin (RTO) refers to
cases related to the product(s)
that has/have
Not been delivered to the customer
Not been accepted by the
customer even after 3 required
attempts for delivery are made by
the LSP

Applicable Charges - For RTO

cases, the seller is not charged
for breach of terms, and all
charges are borne by Snapdeal.
Also the seller rating remains
unaffected

REVERSE PICKUP (RPU)Reverse pickup refers to those

cases where the customer has
requested for either a
replacement/exchange or
return post-delivery of the
order
Applicable Charges :

For no seller fault, shipping

fee,marketing fee, payment
collection fee and reverse pick up
fee are reversed
For Sellers fault* all these fees
are charged from seller in case of
return, however in replacement
marketing fee is reversed and
*Sellers fault FPD,Faulty Product,Used
product, partial
rest all are charged

product,WPD,past expiry. On SD+ only faulty and fake product are

sellers fault

SELLER TRUSTPAY

The seller must accept all products returned under this policy
The returned order must reach the seller on or before the expiry of 60 days from the date of
dispatch of the order by the seller
In case the seller does not acknowledge the receipt of the product in the shipping panel, the
return will automatically be marked as accepted after the expiry of 7 days from the day return is
updated in the panel. Also, the seller will not be eligible for raising a dispute
The seller should not mark the return as accepted in the shipping panel if the seller wishes to
raise a dispute and unless the dispute is resolved by Snapdeal
In the event the seller refuses to accept the returned product within 60 days, then the date on
which the seller refused to accept the returned product shall be deemed to be the date of delivery
of the returned product for the above purposes
For orders which are manifested, picked by LSP, but cancelled, seller trust pay policy will be
applicable
Date of dispatch is the date on which the order was shipped by the seller
In the case of SD+, product inventory update date will be considered as return to seller date for
the purpose of above policy
61st day till expiry of 75th day from
the date of dispatch of the order by
the seller

20% of the seller proceeds as well as the

product

76th day from the date of dispatch of the

order by the seller

100% of the seller proceeds without

sellers claim on the product

Seller Disputes
Timelines:
Any dispute raised post 7 calendar days of return update date* shall
not be entertained by Snapdeal
When a product is delivered to the seller, the seller should stamp
and sign the Proof of Delivery (POD)
Seller should check outer packaging of the (returned) product at the
time of delivery by the courier partner. If not satisfied with the state
of outer packaging, seller should mention the same on the Proof of
Delivery (PoD) - along with their name, signature and stamp of the
firm.
In case Seller discovers the issue later, they can raise dispute (if
required) within 7 calendar days of receipt of the returned product.
All genuine claims received within stipulated time period along with
requisite proofs will be resolved within 10 calendar days from the
date when the claim was raised

Return related damages

Issue

Remedial
action by
Snapdeal

Damages for
DS/OS

Damages for
OS plus

Damages for
SD+

Counterfeit
product/Fake
Product

Recall product
from customer
and send it back
to seller in case
sellers fault is
established and
the product is in
good condition
Recall product
from customer
and send it back
to seller in case
sellers fault is
established and
the product is in
good condition

If proved
counterfeit, GMV
or Rs. 5,00,000
whichever is
higher and
delisting from
Snapdeal

If proved
counterfeit, GMV
or Rs. 5,00,000
whichever is
higher and
delisting from
Snapdeal

If proved
counterfeit, GMV
or Rs. 5,00,000
whichever is
higher and
delisting from
Snapdeal

Rs. 1,00,000 (If

number of
complaints > 2%
of monthly
shipped orders)

Rs. 1,00,000 (If

number of
complaints > 2%
of monthly
shipped orders

No damages

No damages

No damages

No damages

No damages

No damages

No damages

Used Product

Damaged
product
Faulty &
Defective
product

If the seller is selling products in the Mobiles & Tablets category then the seller will be charged with an

Wrong
Product
Max of 3X
No damages
No damages
insurance service fee of Rs 30/- (as may be revised from time to time) plus service tax for each product,
Delivered
marketing
or
against which the seller will be covered against
all faulty /fee
defective
products claims.

FAST SHIPPING
ADVANTAGE

Fast Shipping advantage (FSA)

Limits

FSA Threshold : FSA requires that at any point of time seller should not
have unmanifested orders more than FSA threshold. If this threshold is
reached, yseller will not receive new orders till they process sufficient
amount of existing orders.
Advantages :
ensures uninterrupted order inflow to sellers who pack and manifest
their orders quickly
prevents situations where you might suddenly get a large number of
orders which strain your capability to pack and manifest
prevents you from processing orders with delay or going out of stock
protects your rating from sudden downfalls
Help in judging the scope of sellers operation
If a seller has stopped receiving orders due to FSA ,Once he has
processed enough orders such that unmanifested orders are at least
10% below the pendency limit, Seller will start receiving new orders as
and when they are placed

FSA threshold calculation

Threshold is based on past performance of order processing

FSA Limit : MAX [5, 1.5 x (avg. of three highest
values of orders MANIFESTED per day in last 30
days)]

Example :
Average Orders manifested in last 30 days 100
Highest 3 numbers of manifested orders on 3 days - 110,120,130
FSA limit 1.5 * (average of 110,120,130)=180 orders
Calculated at the start of each day and remains valid for that day.
Not affected by ratings
Cannot be removed for OS/DS
A seller can reach FSA threshold multiple times in a day

OC PLUS

What is OC Plus
Snapdeal will pick, QC and pack products
on behalf of its sellers. Goods are
collected the from sellers once the order
is placed.
Advantages :
Seller friendly mode Packaging & QC by OC
Plus centres
Hassle free & faster shipping
Multiple pickups in a day (As per sellers daily
order count)

PROCESS FLOW
Order Allotted to the
seller who is on OC
PLUS

The seller generates

a bar code and
pastes it on the
shipments

STN(Stock transfer
note) for OC PLUS
centre is generated
and the items are
handed over to the
riders

Order is verified and

QC is done at the
same time
(Manually)

The bar code on the

shipments are
scanned and the
details of that
orders are displayed
on the system

Rider brings the

package back to the
OC PLUS centre

Shipments are
packed and packslip is pasted on
them

Shipments are
sorted based on
their courier and
manifest is created
for the orders

Manifest is printed
and the shipments
are handed over to
the courier

OC PLUS Points to note

The seller would print the bar-code for the particular product. Following things
would be present in the bar code :
Bar code ID
Seller code
Product name

The Rider is assigned automatically once the STN in Printed

The Seller must print 3 copies of the STN for following
Rider
Self
Warehouse

The in-warding would be done upon scanning of the STN. On scanning the items
would move to YTR. (Yet to Receive). Products remain in YTR until QC is done
RTV - The packets that are rejected or cancelled would be returned back to the
seller. The reference no. or the bar-code would be scanned and that the
shipments would be added to the RTV list. The RTV list would be printed and the
same would be given to the rider and would deliver these items to the sellers
If a seller gives a wrong shipment ,all such cases will be present in Yet to recieve

OC+ onboarding
Categories - Baby Products, Beauty, Consumer Electronics (including Cameras, Mobile
Accessories, Electronics Accessories and PC Accessories), Home, Jewellery, Mobile Phones,
Tablets, (consoles and games), and Watches
OC Plus onboarding by providing your details at ocplus@snapdeal.com. A seller is required
to register OC PLUS Centre as APOB.
OC+ centres currently at
a)New Delhi
b) Mumbai
c) Bangalore
d) Chennai
e) Surat
f) Hyderabad
g) Jaipur
h) Ahmedabad
i) Gurgaon
Product information required from seller - Barcode Sticker (In which there will be
SUPC/Reference & Product details are mentioned) and Stock transfer Note (STN) instead of
Handover sheet (HOS). Barcode sticker which has replaced pack-slip and invoice
The OC PLUS Centre will operate 6 Days a week between 12:00PM 10:00 PM

PROJECT SHIELD

What is Project Shield?

All brands on Bravo, The rest of the catalogue on One Seller One Product
All sub-categories will be tagged as either branded or unbranded

Branded Subcategory :
o Subcats where majorly brands sell
o Sellers will be allowed to sell in only the brands where they have already submitted
requisite documents/
o Default Bravo on entire subcategory

Unbranded Subcategory :
o Subcats where non-brands/ local brands also sell along with brands
o For all Brands, only the sellers who have submitted requisite documents will be allowed to
sell
o For the rest, no multi-mapping will be allowed

E.g. In Sarees category, sellers with documentation can sell brands like Nalli, Pothys, etc; For other non-brands
like Nan Fashion, Maahika, etc. sellers will be allowed to freely list as long as it is their original listing (with their
original images)

Others One seller one product, No multi mapping allowed

UNBRAND Private Labels- Brand protection with Trademark/TM registration
ED
doc
CATEGORI
Brands : All brands under bravo
ES

BRANDED

All brands under bravo. Only authorized sellers allowed to sell

Shield implementation
Various tech changes to ensure Shield
o Sellers, once stopped from listing in a particular brand-subcat will get a link to
upload documents and track the progress of the request through QMS (Query
Panel)
o Default Bravo applies on branded subcats, even if a seller is trying to sell in new
brand in a branded subcat (example Mobiles), he will not be allowed to do so without
documents
If a subcat is majorly unbranded, but there are few brands,existing brands will be put on
bravo and for rest category teams will send to Market Health team
If a brand is protected in 1 subcat,it will be protected in other subcats also
If a seller is selling his own brand and he wants to remove other sellers, this can be done by
producing a Trademark certificate along with an Affidavit that seller does not sell to B2B and
only the sole seller for the brand. Brand would then be put on Brand Protection
Documents to be submitted for to prove brand authencity
If Seller is selling products under
Trademark registration certificate,
own private label
OR,Trademark registration
application
If sourcing products from a brand or its
authorized distribution channels

A brand authorization letter issued to

you by the brand or its authorized
agency
OR,Distribution certificate
OR,A VAT invoice

MARKET PLACE BUSINESS

MODEL

Metrics for online market

place
Metric

Examples of how Snapdeal

measures it

Examples of Snapdeal
initiatives/ actions to drive it

Number of Sellers with business

activity above a threshold (active
sellers)

Active sellers

Buy Button Rotation

Percentage of listings which

translate into transactions

Sell Through Rate

Product discovery efficiency

Filter/ attribute coverage

Number of returns

Impact on seller rating

Supply and Demand Match

Measured in terms of response

time (SLA of seller) after order is
placed by buyer

SD+ and OC+ on-boarding

of critical sellers and critical
SUPCs

Out of Stock penalty for

seller

Quality of product/ service

Seller Satisfaction

Impact on seller rating

Net Promoter Score

-

Unhappy With Quality

penalty on seller

Brand authentication of
products

Smooth payment cycles

SD Plus warehouse facility

SELLER NPS

Net Promoter Score metric

NPSis a 10 point scale where thesellersrate their
likelihood of recommending Snapdeal to others. The
scores are interpreted in the following manner 1-6 Detractors (Not likely to promote Snapdeal)
7-8 Neutral (fence sitters. May/may not promote
Snapdeal)
9-10 Promoters (Happy partners. Will definitely
promote Snapdeal)
NPSscore = (Count of Promoters Count of
Detractors)/Total respondents