This Cancellation Policy defines the procedures,
responsibilities, penalties, and financial implications
related to order cancellations for manufacturers,
wholesalers, and sellers operating on the OSTAAGAR platform.
1. Cancellation by the Partner (Seller)
-
Before Confirmation:
Partners may cancel an order if the requested items
are unavailable or cannot be fulfilled.
Cancellation must occur while the order remains
in the "Pending" status.
-
Out-of-Stock Protocol:
Sellers must immediately cancel orders
that cannot be fulfilled due to stock shortages.
Frequent out-of-stock cancellations may negatively
affect Partner Ratings, search rankings,
and marketplace visibility.
-
Post-Confirmation Restriction:
Once an order is marked
"Ready to Ship",
sellers cannot cancel it directly through the App.
Emergency cancellation requests must be submitted
to OSTAAGAR Partner Support and may incur
operational or logistics charges.
2. Cancellation by the Buyer
-
Grace Period:
Buyers may freely cancel orders while the status
remains "Pending".
-
Locked Orders:
After the seller confirms the order
and generates the shipping manifest,
buyer-side cancellation is disabled.
-
Refusal at Delivery (RTO):
For Cash on Delivery (COD) orders,
refusal by the buyer at the delivery location
will result in the shipment being classified
as Return to Origin (RTO) and returned
to the seller's registered address.
3. Automatic System Cancellations
-
SLA Breach:
Orders remaining in "Pending" status
beyond the mandatory 48-hour SLA window
may be automatically cancelled by the system.
A full refund may be issued to the buyer.
-
Payment Verification Failure:
For prepaid orders,
if payment confirmation is not received
within approximately 30 minutes,
the order may be cancelled automatically.
4. Impact on Inventory
-
Stock Preservation:
If an order is cancelled while in "Pending" status,
inventory quantities remain unaffected
and are not deducted.
-
Stock Restoration:
If a "Ready to Ship" order
is cancelled through support intervention,
inventory quantities are automatically restored
to the seller's available stock.
5. Financial Implications
-
Zero Commission:
No marketplace commission,
platform fee,
or GST charges apply
to orders cancelled before shipment.
-
Shipping Cost Recovery:
If a seller cancels an order after manifest generation
and courier dispatch initiation,
shipping charges may be recovered
to offset logistics costs.
-
Buyer Refunds:
OSTAAGAR processes refunds
directly to the buyer's original payment method.
Refunds are generally completed
within 3–5 business days,
subject to banking timelines.
6. Account Health & Penalties
-
Cancellation Rate (CR):
Seller-initiated cancellation rate
is a key performance metric.
-
Maintaining a cancellation rate
above 5% may result in:
- Reduced marketplace visibility.
- Seller tier downgrade.
- Temporary suspension of listing privileges.
- Restrictions on adding new bundles.
-
Policy Circumvention:
Requesting buyers to cancel orders
through external communication channels
in order to avoid platform penalties
constitutes a policy violation
and may result in account suspension
or permanent removal from the platform.
7. Contact Support
For cancellation-related assistance,
emergency order issues,
or seller support inquiries,
please contact:
Email: support@ostaagar.com
Phone & WhatsApp: +91 9380324653
