Order Policy
Vendor Order Management, Fulfilment and Performance Policy
The life of an Order, response windows, fulfilment routes, dispatch evidence, Vendor scores and tiers.
This policy forms part of the Vicsmall Vendor Terms and Agreement. Where this policy conflicts with a separately signed commercial agreement, the signed agreement applies to the extent of the conflict.
1. Purpose and Scope
This policy explains how a Vendor Order moves from placement to delivery, settlement, return or closure. It forms part of the Vicsmall Vendor Terms and Agreement.
A category, campaign or Order may display a shorter or different operational deadline, which will take priority for that Order.
2. Order Placement and Vendor Notification
When a Buyer places an Order, Vicsmall notifies the selected Vendor through the Vendor Dashboard and enabled notification channels. The Vendor is responsible for keeping contact details, devices and notification permissions active.
Notification is treated as delivered when recorded by the Platform or sent to the registered channel, subject to evidence of a Platform fault.
3. Vendor Response Policy
| Time from notification | Expected Vendor action | Vicsmall action |
|---|---|---|
| 0-30 minutes | Accept or reject the Order promptly. | Accepted Orders move to fulfilment. |
| 30 minutes | Respond immediately after the reminder. | Automated reminder may be sent. |
| 60 minutes | Respond to the operations team. | Vicsmall may call or message the Vendor. |
| Two hours | A non-response is treated as a missed Order. | Order may be reassigned to a Backup Vendor and the default recorded. |
Time from notification
0-30 minutes
Expected Vendor action
Accept or reject the Order promptly.
Vicsmall action
Accepted Orders move to fulfilment.
Time from notification
30 minutes
Expected Vendor action
Respond immediately after the reminder.
Vicsmall action
Automated reminder may be sent.
Time from notification
60 minutes
Expected Vendor action
Respond to the operations team.
Vicsmall action
Vicsmall may call or message the Vendor.
Time from notification
Two hours
Expected Vendor action
A non-response is treated as a missed Order.
Vicsmall action
Order may be reassigned to a Backup Vendor and the default recorded.
A response must be a clear acceptance or rejection through an approved channel. Merely opening a notification, asking an unrelated question or promising to check later does not stop the response timer unless Vicsmall confirms otherwise.
4. Acceptance, Rejection and Reassignment
An accepted Order creates a fulfilment obligation. A rejection must state a genuine reason, such as unavailable stock, inability to meet the deadline, obvious pricing error, regulatory restriction or suspected fraud. Vicsmall may verify the reason.
If the Vendor does not respond within two hours, rejects the Order, later reports unavailable stock or presents another material fulfilment risk, Vicsmall may offer or reassign the Order to a Backup Vendor. The original Vendor has no right to payment for the reassigned Order.
5. Fulfilment Route
| Vendor route | Required action | Normal deadline |
|---|---|---|
| In-city; Vendor and Buyer in same approved location | Vicsmall may send packaging to the Vendor. The Vendor packages the Product and waybills it directly to the Buyer through the approved channel. | As shown in the Order. |
| In-city; hub fulfilment required | Deliver the Product to the designated Vicsmall procurement centre or hub. | Within 24 hours unless otherwise shown. |
| Out-of-city Vendor | Deliver the Product to the designated procurement centre or hub. | Within 24 to 48 hours unless otherwise shown. |
Vendor route
In-city; Vendor and Buyer in same approved location
Required action
Vicsmall may send packaging to the Vendor. The Vendor packages the Product and waybills it directly to the Buyer through the approved channel.
Normal deadline
As shown in the Order.
Vendor route
In-city; hub fulfilment required
Required action
Deliver the Product to the designated Vicsmall procurement centre or hub.
Normal deadline
Within 24 hours unless otherwise shown.
Vendor route
Out-of-city Vendor
Required action
Deliver the Product to the designated procurement centre or hub.
Normal deadline
Within 24 to 48 hours unless otherwise shown.
Vicsmall may change the route where logistics capacity, Product characteristics, safety, location, fraud risk or Buyer requirements make another route more appropriate.
6. Packaging, Dispatch and Tracking
The Vendor must supply the exact Product ordered, package it appropriately, protect it against damage and tampering, apply required labels or seals, and include necessary instructions and warranty documents. The package weight and dimensions must match the information supplied.
The Vendor must upload dispatch or hub-handover confirmation and provide valid tracking information or pickup-readiness confirmation. A false or premature dispatch update is a serious breach.
7. Delivery and Order Completion
An Order is marked fulfilled and delivered only after delivery or collection is verified through tracking, a one-time password, Buyer confirmation, courier evidence, hub records or another accepted method.
Failed or disputed delivery will be investigated under the Logistics and Returns Policies.
8. Settlement Connection
Order acceptance and dispatch do not create an immediate right to withdraw funds. Settlement ordinarily becomes eligible after Confirmed Delivery and any applicable validation period.
The settlement statement uses the Commission Snapshot and the commission priority: Vendor Commission Override first, Product Commission Override second, Category Commission Rate third.
9. Vendor Score System
Vicsmall may update a Vendor Score using customer complaints and satisfaction, response time, fulfilment speed and delivery success. The score may also consider Product authenticity, cancellations, returns, listing accuracy, stock accuracy, conduct and compliance.
10. Vendor Rating and Tier System
| Tier | Meaning | Possible treatment |
|---|---|---|
| Preferred Vendor - Tier 1 | Consistently strong response, fulfilment, delivery, authenticity and customer outcomes. | May receive priority promotional consideration, operational support or negotiated benefits. |
| Standard Vendor - Tier 2 | Ordinary compliant performance. | Normal Platform access and monitoring. |
| Risk Vendor - Tier 3 | Performance or compliance concerns requiring attention. | Corrective action, reduced visibility, fewer Orders, reserves, restrictions or suspension may apply. |
Tier
Preferred Vendor - Tier 1
Meaning
Consistently strong response, fulfilment, delivery, authenticity and customer outcomes.
Possible treatment
May receive priority promotional consideration, operational support or negotiated benefits.
Tier
Standard Vendor - Tier 2
Meaning
Ordinary compliant performance.
Possible treatment
Normal Platform access and monitoring.
Tier
Risk Vendor - Tier 3
Meaning
Performance or compliance concerns requiring attention.
Possible treatment
Corrective action, reduced visibility, fewer Orders, reserves, restrictions or suspension may apply.
Vendor tiers may be updated periodically. Thresholds may differ by category, location or fulfilment model. A Vendor may submit evidence of a material data error to Vendor Relations, but Vicsmall may protect confidential fraud and ranking logic.
11. Repeated Default and Penalties
Repeated no-response, Order reassignment, late hub delivery, false dispatch confirmation, inaccurate stock or accepted-Order cancellation may lead to a warning, corrective-action plan, temporary suspension or permanent suspension.
Vicsmall will consider seriousness, frequency, Buyer impact, previous warnings and the Vendor's explanation.
12. Order Exceptions
Vicsmall may pause, cancel or redirect an Order where fraud, safety, prohibited Products, payment failure, Buyer cancellation, courier disruption, force majeure, regulatory action or another exceptional event occurs.
The Platform record and applicable policies will determine settlement and responsibility for costs.
13. Flow Diagram
The following flow reflects the operational model in this policy. The written terms above govern where this summary is abbreviated or where a specific Order displays a different instruction.
Order Placed
Buyer places an Order and the Vendor is notified through the Vendor Dashboard and enabled notification channels.
Vendor Response
Vendor accepts or rejects promptly. Reminder may be sent after 30 minutes, operations contact may occur after 60 minutes, and non-response after two hours may be treated as a missed Order.
Fulfilment Route
Vicsmall sets the applicable direct, in-city hub or out-of-city fulfilment route and deadline.
Packaging & Dispatch
Vendor packages the correct Product, uploads dispatch or hub-handover confirmation, and provides tracking or pickup-readiness evidence.
Delivery Confirmation
Delivery or collection is verified through tracking, OTP, Buyer confirmation, courier evidence, hub records or another accepted method.
Settlement Review
Confirmed Delivery allows settlement review. Returns, chargebacks or disputes may still hold or reverse funds.
Performance Update
Vendor Score and Tier may be updated using response, fulfilment, delivery, authenticity, complaint and compliance data.
14. Policy Updates and Contact
Vicsmall may update this policy under the notice provisions of the Vendor Terms and Agreement.
Vendors should use the Vendor Dashboard or customerqueries@vicsmall.com for operational questions and quote the relevant Order number.
Questions and Contact
If you have questions about this policy or need further assistance, please visit our Contact Us page.
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