Oberlo Supplier Policy

Last updated: July 24, 2018

  1. Definitions
    Unless otherwise defined in this Oberlo Marketplace Supplier Policy (“Supplier Policy”), any capitalized terms have the meanings given to them in the Oberlo Marketplace Supplier Terms of Service available at https://www.oberlo.com/oberlo-marketplace-supplier-terms-service.
  2. Marketplace Suppliers
    1. As part of the registration process with Oberlo, the Marketplace Supplier must provide proof of incorporation or business formation in the jurisdiction in which Marketplace Supplier’s business is registered.
    2. The Marketplace Supplier must not require or influence Merchants to: (i) trade, or transact outside of the Services; (ii) use other marketplaces; or (iii) otherwise cease using the Services.
    3. The Marketplace Supplier and Merchants may only communicate via the communication tools provided by the Services.
    4. The Marketplace Supplier must not use any Buyer information in any manner other than in connection with shipping the order to the Buyer. The Marketplace Supplier must not contact or communicate with the Buyer (directly or indirectly) under any circumstance. In the event that a Buyer attempts to communicate with the Marketplace Supplier, the Marketplace Supplier will immediately notify Oberlo.
    5. The Marketplace Supplier must ensure that any promotional or marketing materials, Marketplace Supplier labels, logo, warranty documentation or price tags are removed from packaging and shipping labels before shipping to the Buyer, however, if the Marketplace Supplier is selling its own brand of Products, the Marketplace Supplier is permitted to include its own brand label and/or logo on the packaging and/or shipping label of the order.
    6. The Marketplace Supplier must not purchase its own goods (directly or indirectly) on the Marketplace or perform any fraudulent or dishonest acts on or via the Marketplace, including any activities intended to manipulate or produce false reviews and/or ratings.
    7. The Marketplace Supplier must not use the Marketplace or other Oberlo branding, for any marketing or promotional activities, or include the “Oberlo Marketplace” or other Oberlo branding in the Marketplace Supplier’s store name or Marketplace Supplier product listings, without Oberlo’s express written consent.
  3. Holidays and Events
    1. The Marketplace Supplier must inform Oberlo of any holiday or event (an “Event”) that would have an impact on Marketplace Supplier’s ability to:
      1. fulfill orders within the timelines set out in this Supplier Policy;
      2. deliver orders within the timelines set out in this Supplier Policy; and/or
      3. adhere to the dispute resolution timelines set forth in Section 8 of this Supplier Policy.
    2. The notification required in Section 3(a) must be provided to Oberlo at least fourteen (14) calendar days in advance of the applicable Event, and include sufficient information on how Marketplace Supplier’s performance is expected to be impacted by the Event, including, where applicable, the anticipated delay (in days) for fulfillment, delivery or dispute resolution timelines.
  4. Products
    1. All information included in the product listing (e.g., images, dimensions, materials, descriptions, etc.) must accurately describe the Product it is associated with. All product listings must include only real products that Marketplace Supplier is capable of fulfilling within the timelines described in this Supplier Policy.
    2. A Marketplace Supplier must not list: (i) products for which it has no stock; (ii) non-existent products; (iii) products that are “coming soon”; or (iv) products that are available for rental or lease. Fake listings for promotion, announcement or for the sole purpose of sharing images and/or other information are strictly prohibited. A Marketplace Supplier may not create a product listing that is solely intended as an advertisement (e.g., notices of sales or promotions).
    3. Products cannot be bundled or grouped together in a single product listing unless they are being sold and shipped together.
    4. Additionally, the Marketplace Supplier cannot sell:
      1. Prohibited products (Learn more);
      2. Used or poor quality products;
      3. Customizable products that will require additional information from the Buyer in order to be produced and delivered (e.g., products with personalized engraving features, t-shirts with customizable designs, gift cards with custom greeting text, etc.);
      4. Duplicate products (e.g., the same products published multiple times);
      5. Previously removed/suspended products without Oberlo’s express written approval;
      6. Services and/or non-physical goods (e.g., a product listing for a warranty, a product listing for an engraving service, etc.); or
      7. Products that are conditional upon the purchase of another Product.
    5. The Marketplace Supplier cannot hide branded, licenced or otherwise copyright-infringing products under regular product listings (e.g., a Marketplace Supplier cannot list an evening dress on the Marketplace and when they receive an order ship a counterfeit Gucci shirt).
    6. If a Marketplace Supplier violates any one of Sections 4(a) through 4(e) above, or if Oberlo deems a Marketplace Supplier’s product listing to bring little or no value to the Marketplace (e.g., the product listing pertains to already existing products, irrelevant products, etc.) then Oberlo has the right, at its sole discretion, to remove such product listing from the Marketplace and, in the case of violations of any one of Sections 4(a) through 4(e) above, suspend or terminate the Marketplace Supplier’s Oberlo account.
    7. The Marketplace Supplier must also review and comply with Oberlo’s Product Listing Guidelines which can be found here.
    8. By listing Products on the Marketplace for sale, Marketplace Supplier acknowledges and agrees that Merchants who purchase Marketplace Supplier’s Products will be reselling such Products to Buyers via Merchant’s online stores or through other sales channels (e.g., Amazon, eBay, etc.). Moreover, through use of the Marketplace Supplier acknowledges and agrees that Marketplace Supplier has no control over: (i) the platform Merchants may elect to use to resell Marketplace Supplier’s Products; (ii) where Merchants may elect to resell and import Marketplace Supplier’s Products; or (iii) what price Merchants charge Buyers for Marketplace Supplier’s Products. Marketplace Suppliers must not list products on the Marketplace for which they have any special requirements respecting brand placement, sales channel placement, Merchant selection, or pricing control.
  5. Product Inventory
    1. The Marketplace Supplier must update daily the Product inventory it has provided to Oberlo to reflect Marketplace Supplier’s most up-to-date stock information.
  6. Licensing and Certification
    1. The Marketplace Supplier must ensure it has any applicable license, certification, permit or other documentation proving that it is authorized to sell any Product Marketplace Supplier lists through the Marketplace. The Marketplace Supplier will, upon request, provide Oberlo with a copy of such license, certification, permit or other documentation. Some common license and/or certification requirements may include, but are not limited to, those applicable to branded goods, electronic products, chemical and other related products, toys, textile products and products that make health claims.
    2. Marketplace Supplier must ensure it has obtained any applicable license, permit or other documentation required by the laws of Marketplace Supplier’s jurisdiction and the Buyer’s jurisdiction to ship the relevant Product(s) to the Buyer’s country (as indicated by the Merchant at the time the transaction is processed on the Services) and Marketplace Supplier will provide Oberlo with copies of such license, permit or other documentation upon request. The Marketplace Supplier shall be solely responsible (including, where applicable, for any refunds in connection with failure of Marketplace Supplier to deliver orders in accordance with Section 9 of this Supplier Policy), if Marketplace Supplier’s Products are detained by customs due to a failure on the part of the Marketplace Supplier to provide customs with the applicable license, permit or other required documentation.
    3. If Marketplace Supplier cannot provide Oberlo with the requested documentation in Sections 6(a) and 6(b) above, Oberlo reserves a right to issue refunds for any historical orders that included the applicable product(s) at Marketplace Supplier’s sole expense, and Oberlo will have the right to set off the refunded amounts against any Payout Amounts applicable to future orders.
    4. Failing to comply with the requirements in this Section 6 will result in immediate removal of the Marketplace Supplier’s non-compliant product listings from the Marketplace and, at Oberlo’s sole discretion, the potential suspension or termination of Marketplace Supplier’s Account.
  7. Order Cancellations, Refunds and Returns
    1. Refunds to Merchants will be issued for any of the following reasons:
      1. Buyer received an incorrect or damaged product. In such case, the Merchant must provide Marketplace Supplier with documentary evidence via the Services that the Product is damaged or does not match the Product ordered. In the event that Merchant fails to provide such documentary evidence as set out in Section 8 of this Supplier Policy, or such documentary evidence does not sufficiently support the Merchant’s claimed grounds for refund (e.g., a poor quality image makes it too difficult to identify the problem), the Marketplace Supplier is eligible to reject the refund request. If the Marketplace Supplier does not respond to the Merchant’s refund request within two (2) business days, Oberlo administrators may step in to investigate the claim and make a final decision as to whether to provide a refund or reject the refund request based on Oberlo’s review of any submitted documentary evidence. Any refund to the Merchant in connection with the foregoing will be at the Marketplace Supplier’s expense. Merchants have fourteen (14) calendar days after date of delivery of the order to request a refund.
      2. Marketplace Supplier breaches any rule contained in this Supplier Policy, as determined by Oberlo at its sole discretion, including but not limited to failure of the Marketplace Supplier to meet the shipping requirements set forth in Section 9.
    2. In the event that a refund is made to Merchant pursuant to Section 7(a) of this Supplier Policy, the Products will not be returned to Marketplace Supplier, unless such Product cost is above $50 USD and the Marketplace Supplier explicitly requests the Product be returned. In such case, the Marketplace Supplier is responsible for arranging and covering all costs associated with return delivery, including Product pickup. All communications between Marketplace Supplier and Merchant respecting the details of the return delivery must be made through the Services.
    3. A Marketplace Supplier is responsible for an order until it has been delivered to the Buyer in full, with the exception of cases where a Marketplace Supplier can demonstrate that the order could not be delivered in full due to the fault of the Merchant or Buyer (e.g., an incorrect address was provided to Marketplace Supplier, Buyer failed to accept the delivery, the order was not picked up by Buyer from the post office, etc.).
    4. In cases where the Marketplace Supplier can demonstrate by providing evidence that an order could not be delivered in full due to the fault of the Merchant or Buyer (as described in Section 7(c) of this Supplier Policy), the Marketplace Supplier will receive the full payment associated with the order and will not be required to reship the order. If the order is returned to the Marketplace Supplier, the Marketplace Supplier is eligible to keep the Product(s) associated with the order and the return cost in such case is the responsibility of the Marketplace Supplier.
  8. Disputes
    1. The Marketplace Supplier must reply to any dispute related tickets initiated by the Merchant through the Services (“Dispute Ticket”) within two (2) business days of the date initiated by Merchant. This timeline applies to all communications from Merchant relating to the Dispute Ticket, including the first communication from Merchant initiating the Dispute Ticket, as well as any subsequent communications from the Merchant that arise through the Dispute Ticket.
    2. If the Merchant fails to provide documentary evidence to support specific claims raised in the Dispute Ticket within five (5) business days of initiating the Dispute Ticket, the Marketplace Supplier can reject refund of the portion(s) of the Dispute Ticket pertaining to the unsupported claims.
    3. The information provided by Marketplace Supplier in response to the Dispute Ticket must be relevant, accurate, descriptive and presented in a professional manner. Abusive behaviour and language by Marketplace Suppliers towards Oberlo, Merchants or Buyers is strictly prohibited and will not be tolerated.
    4. If the Dispute Ticket is not resolved by the Merchant and the Marketplace Supplier within ten (10) calendar days of initiation, Oberlo may, at its sole discretion, step in and investigate the specific claim(s) and make a decision to accept or reject the claim and take corrective action, including without limitation refunding the Merchant at Marketplace Supplier’s expense.
    5. The obligations set forth in this Section 8 only apply to Dispute Tickets initiated through the Services. The Marketplace Supplier is not responsible for, and should not respond to, any Merchant or Buyer requests to resolve disputes and/or issue refunds outside of the Services and in such case, Marketplace Supplier should immediately direct Merchant to the Oberlo dispute resolution procedure.
  9. Shipping
    1. The Marketplace Supplier must fulfill and ship the order no more than seven (7) calendar days after receiving such order from the Merchant. An order is deemed to be shipped when the Marketplace Supplier: (i) packages and ships the order; and (ii) provides an activated tracking number showing the first checkpoint in the shipping process has occurred. The Merchant and/or Oberlo have the right to cancel an order and, in the case of the Merchant, receive a refund, or, in the case of Oberlo, issue a refund to the Merchant, if the Marketplace Supplier fails to comply with this requirement.
    2. The Marketplace Supplier must deliver the order within the timeframe indicated in the shipping settings within the Marketplace. Marketplace Supplier’s delivery time is calculated as: (i) the timeframe indicated in Section 9(a); plus (ii) the timeframe for the shipping carrier to deliver the order in full to the Buyer. If the actual order delivery time exceeds the Marketplace Supplier’s indicated delivery time or an adjusted delivery time resulting from one or more Events as described in Section 3 of this Supplier Policy, Oberlo reserves the right to cancel such order and issue a refund to the Merchant.
    3. The Marketplace Supplier must provide a tracking number that is fully trackable on 17track.net (or any other tracking service that Oberlo notifies Marketplace Supplier must be used for tracking deliveries) for both the origin and destination country information. In the event the tracking number changes during the course of order fulfillment, Marketplace Supplier must upload the new tracking number to the Services. Any new tracking number uploaded to the Services will not change the deadlines indicated in Sections 9(a) and 9(b).
    4. The Marketplace Supplier must provide tracking number information that matches the corresponding order information (e.g., destination country).
    5. Marketplace Suppliers must ship the order using the carrier selected by the Merchant at the time the order is placed. In the event that a Marketplace Supplier is unable to ship an order with the Merchants originally selected carrier, the Marketplace Supplier can use a different carrier provided: (i) the order’s delivery timeframe must not exceed the delivery timeframe of the carrier originally selected by the Merchant; (ii) the tracking number must be fully trackable as described in Section 9(c); and (iii) the Merchant is not required to pay any additional shipping fees.
    6. Marketplace Suppliers must use carriers that provide delivery service to the final destination of the order (e.g., the actual delivery address of the Buyer and not the nearest post office).
    7. Delivery times provided by the Marketplace Supplier must not exceed any applicable Oberlo recommended delivery times by more than 20%.
    8. Marketplace Suppliers cannot add any mark up on the shipping fees charged by the carrier. Marketplace Suppliers must set-up shipping fees to reflect the real and actual cost to deliver the products as documented by the carrier.
    9. The Merchant has a right to cancel an order if the tracking number has not yet been provided to Oberlo by the Marketplace Supplier and the order hasn’t been marked as “in processing” by such Marketplace Supplier, including situations where the Marketplace Supplier has not provided the tracking number within seven (7) calendar days of submitting the order.
    10. In the event that a delivery or fulfillment delay is caused by the Buyer, the Merchant or Oberlo, the delivery or fulfillment timeline for the Marketplace Supplier will be extended by the period of time caused by such delay.
  10. Payouts and Transaction Fees
    1. In order to receive applicable Payout Amounts, the Marketplace Supplier is responsible for: (i) obtaining and maintaining a Payoneer business account; and (ii) payment of any applicable fees in connection with Marketplace Supplier’s use of the Payoneer business account. Marketplace Suppliers are not permitted to use personal Payoneer accounts in connection with Marketplace Supplier’s use of the Marketplace.
    2. Once the order is delivered to Buyer in full, provided that there are no open or unresolved Dispute Tickets related to the order within five (5) calendar days of delivery (as indicated by 17track.net or any other tracking service that Oberlo notifies Marketplace Supplier must be used for tracking deliveries)), the Payout Amount will be automatically transferred to the Marketplace Supplier’s Account and become “Available for Payout”.
    3. The Marketplace Supplier can request payout of funds via the Services from the “Available for Payout” balance at any time. Any Marketplace Supplier payout requests are processed and approved within one (1) business day of receipt by Oberlo. Once approved, funds are transferred to the Marketplace Supplier’s Payoneer business account.
    4. In the event that a Marketplace Supplier is terminated as set forth in Section 11, any outstanding Payout Amounts to such Marketplace Supplier will be released thirty (30) calendar days after an order is fully delivered to a Buyer, provided that there are no open or unresolved Dispute Tickets related to such order. In the event that a Marketplace Supplier’s Account is suspended, any outstanding Payout Amounts owing to such Marketplace Supplier will be released in accordance with Section 11.
    5. In the event that a Marketplace Supplier decides to discontinue its use with the Marketplace, the Marketplace Supplier must: (i) provide thirty (30) days advance notice to Oberlo via supply@oberlo.com; (ii) refrain from removing Products during the thirty (30) day notice period; and (iii) refrain from cancelling existing unfulfilled orders. Any outstanding Payout Amounts as of the date of such notice herein will be paid to Marketplace Supplier in accordance with Section 11.
    6. Unless otherwise agreed in writing, Oberlo charges Marketplace Suppliers an 8% transaction fee calculated based on an order’s total amount less any applicable shipping related fees.
  11. Rules Regarding Breach, Account Suspension and Termination
    1. Oberlo has the right to temporarily or permanently suspend or terminate the Marketplace Supplier’s Account for breach of any of the rules in this Supplier Policy.
    2. In the event of a suspension:
      1. The Marketplace Supplier’s access to the Account is restricted;
      2. The Marketplace Supplier’s products are unpublished from the Marketplace;
      3. The Marketplace Supplier’s funds are withheld for three (3) months; and
      4. Any unfulfilled orders as of the suspension date are cancelled and refunded to Merchant at Marketplace Supplier’s expense.
    3. In the event of a termination:
      1. The Marketplace Supplier’s access to the Account and the Marketplace is denied;
      2. The Marketplace Supplier’s products are removed from the Marketplace;
      3. Any outstanding/unfulfilled orders as of the termination date are cancelled by Oberlo and refunded to Merchant at Marketplace Supplier’s expense;
      4. Any outstanding payout of funds as of the date of termination will be paid to Marketplace Supplier in accordance with Section 10; and
      5. Any outstanding balance owed to Oberlo for Marketplace Supplier’s use of the Marketplace through the effective date of such termination will immediately become due and payable in full.
  12. Miscellaneous
    1. Except as otherwise agreed to in writing by an Marketplace Supplier and Oberlo, Oberlo reserves the right to modify and/or change any of the rules contained in this Supplier Policy at any time without prior notice. Such changes will be effective as of the date of posting. Any modifications or changes to this Supplier Policy will be available at https://www.oberlo.com/oberlo-supplier-policy.
    2. Questions about the Supplier Policy should be sent to us at: supply@oberlo.com.
    3. This Supplier Policy and any other rules, guidelines or policies incorporated by reference (“Oberlo Policies”), may be available in languages other than English. To the extent of any inconsistencies or conflicts between the English Oberlo Policies and Oberlo Policies available in other languages, the most current English version of the Oberlo Policies at https://www.oberlo.com/oberlo-supplier-policy will prevail.

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