Seller Policy

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1Becoming a Seller: Verification & Onboarding

To open a store, register at arbsbuy.pk/become-a-seller and complete verification. You will typically provide:

• A valid CNIC and accurate personal or business contact details.
• Your bank account or mobile-wallet details for payouts.
• Your store name, logo and basic profile.

Arbsbuy Pakistan may verify your identity and details before or after activation, and may request additional documents for certain categories. Keep your information current and accurate at all times.

Pick a store name nobody else has. Names are matched with spaces, punctuation and capitals ignored, so a name that only differs by a hyphen or a capital letter counts as the same name. If yours is taken the form suggests a free alternative. Your store web address follows the same rule.

Fill in your pickup address before your first Order. A courier needs a contact name, a contact phone, the full address and the city. Your store is listed as incomplete until all four are there, and an incomplete pickup address is treated as being unable to fulfil.

2Listing Standards

Great listings sell more and build trust. Every listing should be accurate, complete and professional:

• Honest titles & descriptions — describe the actual product clearly; no misleading claims or keyword stuffing.
• Real, high-quality images — clear photos of the actual item (recommended up to 2000×2000px, minimum 600×600px, JPG/WebP/PNG). Up to 10 images and 1 product video are supported.
• Correct category & brand — list each item in the most accurate category and select the right brand and attributes (colour, size, etc.).
• Complete details — include specifications, materials, dimensions, warranty and what's in the box.

3Pricing & Stock

Price fairly and keep your inventory accurate. Do not engage in price manipulation, fake "original" prices, or misleading discounts. Keep stock levels up to date to avoid cancellations — listing items you cannot supply harms buyers and your performance. Honour the price shown to the buyer at the time of order.

4Order Handling, Packaging & Cancellations

• Confirm and process orders quickly, ideally within 24–48 hours.
• Pack items securely and appropriately — use protective and, for fragile or high-value goods, tamper-evident packaging.
• Hand parcels to the assigned courier on time and add tracking details.
• Avoid seller-initiated cancellations. Cancel only for genuine reasons (such as verified out-of-stock), notify the buyer promptly, and never cancel to avoid a low-margin order. Repeated cancellations harm buyers and your standing and may trigger penalties.

Dispatch within 48 hours

Hand the parcel to the courier and mark the Order shipped within 48 hours of the Order being placed. You get a reminder before the deadline. Miss it and a late-dispatch strike is recorded against your store and counts against your account health. Bank Transfer Orders only start the clock once the payment has been marked received — never ship an unpaid prepaid Order.

Photograph the packed parcel

When you mark an Order shipped, attach up to four photos or one short video (not both) of the sealed parcel with the order number visible. Files stay private to Arbsbuy Pakistan; buyers do not see them on the storefront. This is the single best thing you can do to protect yourself — in an "empty parcel" or "wrong item" claim your proof is weighed against the buyer's, and a seller with none usually carries the refund.

5Customer Service & Response Times

Respond to buyer questions and order messages promptly — ideally within 24 hours — and always politely and professionally. Good, fast communication earns better reviews and repeat customers. Resolve issues fairly and escalate to Arbsbuy Pakistan support when you need help mediating.

6Returns & After-Sales

Honour valid returns, exchanges and warranties in line with our Refund & Returns Policy. Where a return is due to your error or a misrepresented item, you bear the return cost. Handle approved refunds and replacements quickly to keep buyers satisfied.

7Product Authenticity & Gems

For gemstones and minerals, follow the special rules in Terms, Section 11: disclose type, weight, origin and all treatments, provide a recognised laboratory certificate for higher-value stones, never sell synthetic or treated stones as natural, and use tamper-evident, insured shipping.

Protected brands

Some brands are on a protected list. If your listing title or brand field names one, the product is saved as a draft and cannot go live until you upload an authorisation letter, distributor certificate or purchase invoice and an administrator approves it. Nothing already live is pulled down by this rule, and nothing is deleted — the product simply waits as a draft. An approval applies only to the brand it was given for. If your documents are rejected you are told why and can upload new ones. Phones, laptops, tablets, cameras and consoles may additionally be asked for a serial number or IMEI.

8Prohibited Products

You may not list or sell items that are illegal or restricted under Pakistani law, or that we prohibit, including but not limited to: counterfeit or replica goods; weapons, ammunition and explosives; illegal drugs, alcohol and tobacco where restricted; hazardous or recalled items; stolen goods; adult or offensive material; live animals where prohibited; counterfeit currency or documents; and any item infringing intellectual property. Arbsbuy Pakistan may remove any listing at its discretion.

9Restricted Categories & Approvals

Some categories are allowed but restricted, and may require additional approval, documentation or proof before you can list. These typically include:

• Gemstones & high-value items — recognised laboratory certificates for higher-value pieces.
• Branded goods — proof of authenticity or authorisation to sell the brand.
• Health, beauty & food — applicable safety, expiry and labelling compliance.
• Electronics with warranty claims — accurate warranty terms.

Arbsbuy Pakistan may request documents and may remove listings in restricted categories that lack the required proof.

10Reviews Integrity

Buyer reviews must be genuine. You may not post fake reviews, buy reviews, review your own products, or pressure or incentivise buyers to leave or change feedback. Manipulating ratings is a serious breach and may lead to suspension.

You cannot post a review of your own products and neither can anyone who has not bought them: the platform only accepts a review from an account that actually ordered the product on an Order that was not cancelled, refunded or returned, one review per buyer per product. Reviews and buyer questions containing links, phone numbers or email addresses are held for a person to check. Asking a buyer to change or remove a review, or offering anything in exchange for one, is a breach of this policy.

11Promotions & Campaigns

Arbsbuy Pakistan runs sales events, vouchers and marketing campaigns to bring more buyers to your store. Joining seller-funded promotions is usually optional — you choose the discounts you offer and fund those discounts. Do not inflate prices before a sale to create fake discounts. Commission is calculated on the actual price the buyer pays. Taking part in campaigns and offering fair deals can significantly boost your visibility and sales.

12Performance Standards & Penalties

We measure seller performance using signals such as dispatch time, cancellation rate, return/complaint rate and buyer ratings. Strong sellers gain better visibility and benefits. Sellers who fall below standards or breach our policies may receive warnings, reduced visibility, listing removals, payout holds, or — for serious or repeated breaches — suspension or removal from the marketplace, as set out in the Seller Agreement.

Your account-health score

Your Seller Center shows a rolling 90-day score out of 100: on-time dispatch (30 points), your own cancellations (20), returns (15), disputes (15), buyer ratings (10) and how quickly you answer messages (10). Anything with no data yet is left out and shown as "no data yet" rather than guessed. Under five Orders in the window and your store is just a New seller — no tier, no penalty. Above that the tiers are Excellent (90+), Good (75+), Needs attention (55+) and At risk. On-time dispatch under 80%, or your own cancellations at 10% or more, means At risk regardless of the total. No consequence — loss of promoted placement, and eventually suspension after a sustained spell at risk — ever applies to a store with fewer than ten Orders in the window.

13Commission, Deductions & Payouts

Every charge Arbsbuy Pakistan makes is settled from your earnings — you are never invoiced separately. In short:

• Commission — a percentage of each completed order, set on your account and shown in Seller Center. It follows your seller plan: currently one Free plan, 7% commission, unlimited products, no monthly fee. We may agree a different rate or product allowance on an individual account.
• Delivery shortfall — the buyer pays the weight-based delivery charge; whatever the courier bills beyond it on your parcel (fuel surcharge, tax, COD cash-handling) comes out of your earnings for that order. Free shipping that we choose to offer buyers is paid by us, not by you.
• Promoted listings — optional pay-per-click ads: daily budget Rs 50–3,000, cost per click Rs 2–50, charged only on a real click and never above your daily budget. The day's spend is deducted the following night.
• Featured placement — Rs 50 per day, minimum Rs 500 per run (10 days), maximum 30 days, up to 3 featured products at once. Stopping early is not refunded.
• Monthly promotion plans — Spotlight Rs 1,500/month, Spotlight Plus Rs 4,000/month, Featured Shelf Rs 2,500/month, billed monthly until you cancel.
• Taxes deducted from your earnings — for each order: income tax cut by the courier (Cash on Delivery) or the bank / payment company (online payment) and paid to FBR in your name (currently 2% on Cash on Delivery and 1% online, or double if you are not on FBR’s Active Taxpayers List); and sales tax withheld on goods (currently 2% on Cash on Delivery and 1% online). Both withholdings are calculated on the amount actually collected for the order, and both are deposited with FBR against your NTN — these are your taxes, and you can use the tax certificate in your own tax return. No sales tax is charged on our commission at present, because our company is not yet registered with a provincial sales-tax authority. Every deduction is shown per order in Seller Center → Earnings. Full details: Seller Agreement, Section 8.
• Sales tax on seller fees — no provincial sales tax is charged on paid plans, promoted listings or featured placements at present (not yet registered). If that changes we will tell you in Seller Center first, and it will be shown separately. Current rates always follow the law and are shown in Seller Center, which prevails.

Tax registration. FBR requires every seller on an online marketplace to be registered, and Arbsbuy Pakistan must report its sellers and their sales to FBR every month. Keep your NTN, STRN (where applicable) and filer (ATL) status up to date in Store Settings. Since 1 July 2025 marketplaces may not serve sellers without an NTN, so products of a seller whose NTN is not verified by the deadline in Seller Center are switched off (never deleted) until it is verified. You remain responsible for your own annual tax return.

Approved earnings appear as your available balance. Request a withdrawal from Seller Center for any amount up to that balance; we pay it by transfer to the bank account or mobile wallet you registered. Requests are reviewed and paid manually, and there is currently no minimum withdrawal or fixed payout day. Disagree with a deduction? Contact seller support with the order or campaign reference and we will review it case by case. Full detail is in the Seller Agreement.

Earnings become withdrawable 10 days after delivery — 14 days until your first three payouts have been paid. Earnings on cancelled, refunded or returned Orders are reversed. The minimum withdrawal is Rs 1,000 and payouts run weekly on Friday. Monthly promotion plans are charged straight against your earnings on their renewal date; nothing is invoiced and no card is ever required. Your Seller Center shows the live figures and is the authority if it and this page differ.

14Account Conduct & Communication

Maintain one genuine seller account unless otherwise approved, keep your details accurate, and protect your login. Use buyer information only to fulfil orders, keep it confidential, and never market to or misuse it. Do not attempt to take transactions off-platform to avoid fees or buyer protections. Treat buyers, couriers and our team with respect.

Do not ask a buyer for their number, and do not give them yours. Buyer–seller chat blocks any message containing a phone number, an email address or a WhatsApp/Telegram link — including spelled-out or disguised versions. The message is not delivered, a warning appears in the thread for both of you, and it is logged against your account. Repeat attempts lead to suspension. An order taken off the platform has no Arbsbuy record, no dispute route and no protection for either of you.

When Arbsbuy Pakistan publishes a new version of the Seller terms you will be asked to accept it the next time you open your Seller Center. Your storefront keeps trading in the meantime.

15Support & Contact

Need help growing your store or resolving an issue? Our AI Live Support is available 24/7 — just tap the chat icon at the bottom-right of any page — or email our seller team.

See also: Seller Agreement · Dispute Resolution · Terms & Conditions