Supplier Terms

1. Seller of Record

Unless otherwise agreed in writing, the supplier remains the seller of record for products supplied through the managed marketplace model.

Suppliers are responsible for:

• Product authenticity
• Product quality
• Accurate product information
• Stock availability
• Supplier payout pricing
• Warranty support
• Fulfilment readiness
• Supplier-side compliance where applicable

Supply Master manages the customer-facing platform, product listings, order support, payment coordination, delivery coordination, returns coordination, after-sales support, and settlement administration.

For selected B2B, bulk, project, consignment, or directly purchased products, Supply Master may operate under a separate retail, principal, consignment, or procurement arrangement.

2. Supplier Payout Pricing

Suppliers must provide a Supplier Payout Price for each approved product.

The Supplier Payout Price is the agreed amount payable to the supplier for a successful sale, subject to order completion, customer acceptance, returns, deductions, and settlement rules.

Supply Master may use the Supplier Payout Price, category rate, market competitiveness, delivery requirements, platform fees, service fees, and promotional strategy to determine the final customer-facing price.

Suppliers must not change confirmed payout pricing after an order has been accepted unless approved by Supply Master.

3. Product Information and Availability

Suppliers must provide accurate and current product information, including:

• Product name
• Brand
• Model or specification
• Supplier payout price
• Available quantity
• Warranty terms
• Fulfilment location
• Lead time
• Product images or catalogue details where available

Suppliers must promptly notify Supply Master of stock changes, price changes, discontinued products, fulfilment delays, product defects, or replacement options.

False availability, wrong pricing, inaccurate descriptions, or delayed updates may affect listing visibility, settlement eligibility, or supplier approval status.

4. Supply Master Service Stack

Supply Master may apply a marketplace service stack to products supplied through the platform. This service stack may include:

• Platform & Infrastructure — Access to Supply Master's managed marketplace, order systems, payment flow, supplier coordination process, and customer-facing platform.
• Marketing & Demand Generation — Product visibility, customer acquisition, campaign support, category promotion, and demand creation across Supply Master's channels.
• Catalog & Content Management — Product listing, product data management, image support, category placement, pricing updates, and content optimization.
• Fulfillment & Delivery Services — Order confirmation, pickup coordination, dispatch support, delivery coordination, and fulfilment communication.
• Returns, Quality Assurance & Support — Customer support, return coordination, issue resolution, product quality checks, warranty support coordination, and after-sales handling.

Suppliers acknowledge that Supply Master may include these service elements when determining the final customer-facing price, category rate, and settlement structure.

5. Orders and Fulfilment

Once an order is confirmed, suppliers must support fulfilment according to the agreed process. Suppliers may be required to:

• Confirm stock availability
• Prepare the correct item for pickup or dispatch
• Package products safely where required
• Meet agreed fulfilment timelines
• Support delivery or pickup coordination
• Provide alternatives where approved products are unavailable

Suppliers must not substitute products without Supply Master's approval.

6. Delivery Coordination

Supply Master may coordinate delivery through internal logistics, suppliers, couriers, fulfilment partners, or third-party delivery providers. Suppliers must support delivery coordination by:

• Making products available at the agreed pickup point
• Providing accurate pickup or dispatch details
• Meeting handover timelines
• Supporting special handling requirements where applicable
• Communicating delays or fulfilment issues quickly

Supplier-caused delays, wrong items, failed handovers, or false stock confirmations may result in settlement adjustments or performance review.

7. Settlement and Supplier Payments

Supplier payments are processed through Supply Master's settlement process. Settlement timing may vary by supplier category, order type, payment method, reconciliation status, and risk level.

A supplier becomes eligible for settlement after the relevant order is confirmed as successfully completed, unless otherwise agreed.

Supply Master may deduct or withhold amounts related to:

• Returns
• Refunds
• Wrong items
• Defective products
• Supplier-caused cancellations
• False stock confirmations
• Price changes after confirmation
• Warranty disputes
• Delivery failure caused by supplier delay
• Outstanding supplier obligations

Settlement statements may show completed orders, deductions, disputes, and net payable amounts.

8. Returns, Warranty and After-Sales

Suppliers must support returns, exchanges, replacements, warranty claims, and after-sales issues where the issue relates to supplier responsibility. Supplier responsibility may include:

• Wrong item supplied
• Defective product
• Product not matching listing
• Missing parts or accessories
• Fake or non-genuine product
• Warranty-supported defect
• Supplier-caused fulfilment error

Supply Master coordinates the customer-facing support process, but suppliers must cooperate with inspection, replacement, repair, refund, or warranty resolution where applicable.

9. Product Quality, Authenticity and Compliance

Suppliers must ensure all products supplied through Supply Master are genuine, lawful, accurately described, safe for intended use, and properly supported.

Supply Master may request proof of authenticity, authorization, invoices, certificates, warranty documents, import records, or other supporting documents.

Products that fail quality, authenticity, safety, or compliance checks may be suspended, removed, or blocked from listing.

10. Supplier Performance Standards

Suppliers are evaluated based on operational performance. Performance may include:

• Stock accuracy
• Price accuracy
• Response time
• Fulfilment readiness
• Order cancellation rate
• Wrong item rate
• Defect rate
• Return rate
• Warranty support
• Customer complaint rate
• Delivery handoff reliability
• Communication quality

Strong supplier performance may lead to stronger visibility, category priority, and more order opportunities. Poor performance may result in reduced visibility, settlement review, category restriction, suspension, or removal from the verified supplier network.

11. Settlement Adjustments, Suspension and Delisting

Where supplier-caused issues affect customer experience, delivery, returns, warranty, or order completion, Supply Master may apply settlement adjustments, cost recovery, reduced visibility, temporary suspension, or delisting. This may apply where there is:

• False stock confirmation
• Price change after order confirmation
• Wrong item supplied
• Defective product supplied
• Fake or non-genuine product
• Late fulfilment
• Poor packaging
• Failure to support warranty
• Repeated customer complaints
• Supplier-caused cancellation
• Failure to respond to order confirmation
• Misleading product information

Supply Master may suspend, restrict, or remove suppliers who fail to meet required standards.

12. Supplier Communication

Suppliers must maintain reliable communication with Supply Master. Suppliers are expected to respond promptly to:

• Availability checks
• Price confirmation
• Order confirmation
• Fulfilment updates
• Pickup or delivery coordination
• Customer complaints
• Return requests
• Warranty issues
• Product information requests

Poor communication may affect listing visibility, order flow, settlement eligibility, or supplier status.

13. Tax and Documentation

Suppliers are responsible for their own tax compliance and business documentation. Supply Master may request:

• TIN
• VAT status
• Business registration
• Invoices or receipts
• Product catalogue
• Warranty documents
• Authorization documents where applicable

Failure to provide required documentation may delay onboarding, listing approval, or settlement.

14. Supplier Acknowledgement

By applying, onboarding, listing products, accepting orders, or supplying through Supply Master, the supplier confirms that:

• The information provided is accurate
• The supplier has authority to supply the submitted products
• Products supplied are genuine and lawful
• Supplier payout pricing is accurate and valid
• The supplier can support fulfilment and after-sales obligations
• Approval is selective and not guaranteed
• Supply Master may suspend, restrict, or remove suppliers who fail to meet standards

Final supplier participation may be subject to a separate signed supplier agreement, rate card, settlement policy, or category-specific approval.