Order Fulfilment
Standards for vendor order fulfilment and proof of shipment on Splitmulti.
Contents
Overview
To ensure transparency, accountability, and customer trust by establishing clear standards for vendor order fulfilment and proof of shipment on Splitmulti.
Scope
This policy applies to all orders processed by vendors through the Splitmulti platform, across Regular, Split, and Bundled product types and timelines for delivery.
Order Fulfilment Process
1. Order Notification
1.1. Vendors receive an automatic notification once a customer places an order.
1.2. Vendors must confirm acceptance or decline the order within 24 hours of notification.
2. Packing & Video Proof Upload
2.1. Vendors are required to record and upload a clear video showing the packaging and labeling of the purchased item(s) prior to dispatch.
2.2. The video must include the product, packaging, and date/time reference.
2.3. The admin reviews each video for compliance before delivery approval.
3. Delivery Code Validation System
3.1. Once approved, Splitmulti issues a unique delivery code to the customer.
3.2. Upon receipt of the product, the customer provides the delivery code to the vendor.
3.3. Vendor enters the code in the system to mark the order as Delivered.
3.4. This triggers payment release to the vendor wallet (subject to dispute hold period).
Dispute and Return Resolution Timelines
| Scenario | Action | Timeline |
|---|---|---|
| Customer reports issue (e.g., wrong or damaged item) | Dispute raised to Splitmulti Support | Within 48 hours of delivery |
| Splitmulti initiates mediation with Vendor | Vendor response required | Within 12 hours of notification |
| Resolution window | Refund/replacement decision | Within 5 business days |
| Refund processing (if applicable) | Processed via escrow/wallet | Within 48 hours after approval |
Failure by vendors to respond within the set timelines may result in automatic refund to the customer and penalty deductions from the vendor's wallet.
Non-Compliance & Penalties
Splitmulti reserves the right to:
- Suspend or delist vendors who repeatedly fail to meet fulfilment standards.
- Impose fines or withhold settlements for unverified shipments.
- Terminate vendor accounts for fraudulent or repeated non-compliance incidents.
Monitoring & Review
The Vendor Operations Team will review vendor performance metrics (fulfilment rate, delivery confirmation time, dispute ratio) monthly. Vendors may be required to undergo re-orientation or probation if performance falls below platform benchmarks.
Need Help?
If you have any questions about our order fulfilment policy, please contact us.
Splitmulti Limited
RC 1700846