Order Processing & SLA Policy

1. General Principle

• Orders dispatched within the 48-hour SLA are fully covered by Paudhewale.

  • Shipping Charges: Borne by Paudhewale

  • RTO Charges: Borne by Paudhewale

  • Penalties: Not applicable

• Charges, penalties, or additional responsibilities apply only when the Seller fails to meet the SLA or does not follow the communication requirements outlined in this policy.

2. Dispatch Timeline (48-Hour SLA)

2.1 Sellers must dispatch all confirmed orders within 48 hours of receiving them.
2.2 If a delay is anticipated, Sellers must inform Paudhewale within 24 hours of order receipt.
2.3 Paudhewale will notify the customer regarding the revised timeline and seek approval, if required.

3. Shipping Cost Responsibility

3.1 Orders Dispatched Within SLA

• All shipping and RTO charges will be borne by Paudhewale.

3.2 Order Cancellations (Within 48 Hours)

Order cancellations may occur for various reasons. The following rules apply:

3.2.1 Customer-Initiated Cancellation

• If the customer cancels the order within 48 hours of placing it:

  • No cancellation fee will be charged to the Seller, provided the Seller has not delayed dispatch beyond the SLA.

3.2.2 Seller-Initiated Cancellation (Stock Unavailability)

• Sellers must maintain accurate inventory on the platform.

• If the Seller cancels an order due to stock unavailability:

  • Paudhewale may review the case and take corrective action.

  • Repeated occurrences may attract penalties or negatively impact the Seller’s performance score.

3.2.3 Cancellations Due to Shipment or Operational Issues

• If an order cannot be processed due to courier, system, or operational issues beyond the Seller’s control:

  • No cancellation charges will apply to the Seller.

3.3 Late Dispatch (Post 48 Hours)

• First 2 late dispatches per month: No penalty.

• Beyond 2 late dispatches: Penalties may be imposed by Paudhewale.

• If a customer cancels or returns an order due to late dispatch:

  • The Seller will bear both shipping and RTO charges.

• If the Seller fails to inform Paudhewale of a delay within 24 hours:

  • A 10% penalty (based on order value) will apply if the order is cancelled or returned.

4. Perishable Items (Plants)

4.1 Perishable items such as live plants are non-returnable.
4.2 If such items are returned by the courier or customer, they will be disposed of at the customer’s end and not returned to the Seller.

5. SLA Exceptions

5.1 Sellers must report SLA exceptions within 24 hours of receiving the order.
5.2 If the customer approves the extended timeline, the order will be exempt from SLA-related penalties.

6. Incomplete or Incorrect Address

6.1 If the Seller identifies any issue with the delivery address—such as incomplete details, incorrect PIN codes, or mismatched location data—they must immediately inform Paudhewale.
6.2 Paudhewale will verify and confirm the address with the customer to prevent delivery failures or unwanted RTO attempts.
6.3 Sellers must wait for address confirmation before dispatching the order to ensure smooth delivery and operational accuracy.

7. Consequences of SLA Non-Compliance

7.1 Failure to adhere to SLA timelines may result in penalties as outlined in this policy.
7.2 Repeated violations may lead to temporary suspension or termination of the Seller’s account.

8. Lost Shipments and Claims Policy

8.1 Definition of a Lost Case A shipment is officially categorized as a "Lost Case" if it is confirmed lost in transit by the logistics partner, or if it remains untraceable beyond the maximum delivery timeline specified by the carrier, and an official claim is initiated.

8.2 Claim Submission Timeline Sellers must initiate a lost shipment claim within 7 days from the date the order is officially marked as "Lost" by the logistics partner. Any claims raised after this strict 7-day window has expired will automatically be rejected and no compensation will be accepted or processed.

8.3 Refund and Compensation Slab In the event that a parcel is confirmed lost in transit and the claim is formally accepted by Paudhewale within the permitted timeline:

• The Seller will be issued a refund equivalent to 40% of the price value (product value) of the items in that specific order.

• The maximum compensation/refund cap for any single lost claim shall not exceed ₹1,000 per order.

8.4 Mandatory Supporting Documents for Claims Proper video/image proofs are strictly required by our logistics partners for processing claims smoothly. To initiate a claim, Sellers must provide the following mandatory files:

• 1 clear image of the product.

• 1 image of the outer box or flyer with the AWB (Air Waybill) clearly visible. (Note: The AWB label must be pasted completely flat on one side of the box. Claims will be rejected by the courier if the label is folded over the edges, obscured, or unreadable).

8.5 Additional Supporting Files (Recommended) While the following documents are non-mandatory, providing them will significantly strengthen the claim and speed up processing times with the courier:

• A video showing all sides of the product.

• A video of the packaging process prior to dispatch.

• A video of the unboxing experience (in cases of RTO/returns).

8.6 Claim Verification Refunds under this clause are strictly subject to verification. Paudhewale reserves the right to review tracking data, courier logs, and the submitted mandatory image proofs before accepting the claim and processing the 40% credit to the Seller's ledger balance. Failure to provide the mandatory supporting documents outlined in Section 8.4 will result in immediate rejection of the claim.