Customer Protection Policy

We measure performance carefully, and every week sellers recieve a
performance report with their ops score


1 All new sellers must go through an Incubation Module, and will start operating on Bronze
2 Once the seller has achieved the Standard Ops Score for 2 consecutive weeks on a minimum of 10 orders per week, he is upgraded to Silver
3 Once the Silver seller has achieved the Standard Ops Score for 2 consecutive weeks on a minimum of 25 orders per week, he is moved to Gold Gold sellers will recieve Free Marketing Support from daraz
4 Once the Gold seller has achieved the Standard Ops Score for 4 consecutive weeks on a minimum of 50 orders per week, he is moved to diamond with unlimited daily orders Diamond sellers will recieve Free Marketing support + Regular newsletter inclusion Sellers who retain Diamond status for 4 months will enjoy 50% reduced commission during major campaigns

  If a seller does not meet the Standard Ops Score in any given week, he will be issued a warning. After 3 warnings within a 4 week period, the seller will be downgraded to the previous level
  If a seller does not meet the minimum order level for 4 consecutive weeks, he will be downgraded to the previous level
  If a seller in any given week breaches any delisting threshold then he will be immediately delisted
  Upon delisting, the seller will need to go through the Incubation Module again in order to relist on Daraz. Daraz retains the right to blacklist sellers who repeatedly breach delisting thresholds

Standard Ops Score & Delisting Criteria - Starting from May 2017

  What this means Standard Ops Score Delisting Criteria
Order Processing Time Time from the order is placed until it’s shipped 48 hours (excl. weekends) 72 hours (excl. weekends)
Out-of-Stock Rate % orders cancelled by the seller 2% 5%
Product Returns due
to Product Quality
% returned products due to vendor at fault
(incorrect item, incomplete item, defective item, damaged
item due to poor packaging)
2% 5%
Failed Quality Checks Daraz does random quality checks of the products
shipped by our sellers – we measure the failure
rate for all sellers
2% 5%