Seller Policy

Rules, performance standards, and operational obligations for vendors selling products on the Gletra multi-vendor marketplace.

Updated June 19, 2026 6 min read Official Gletra Policy

This Seller Policy governs all vendors who list and sell physical products on the Gletra marketplace through the Seller Panel. Compliance with these standards ensures a trusted shopping experience for buyers and maintains the integrity of our multi-vendor platform.

Gletra provides sellers with access to millions of buyers, integrated logistics, secure payment processing, Gletra Chat for buyer communication, and settlement tools through the Seller Panel. In return, sellers must meet eligibility requirements, listing standards, fulfilment obligations, and customer service benchmarks described herein.

This policy supplements the Vendor Agreement, Terms and Conditions, Prohibited Items Policy, and KYC Verification Policy. Violations may result in listing removal, payout holds, reduced search visibility, or permanent account termination depending on severity and recurrence.

New sellers undergo onboarding review including KYC verification, catalogue quality assessment, and trial period monitoring. Premium seller programmes offering enhanced settlement cycles and marketing support are available to sellers who consistently exceed performance thresholds.

Seller Eligibility and Onboarding

To sell on Gletra, you must complete registration through the Seller Panel and satisfy the following eligibility criteria.

Valid government-issued identity proof and completed KYC verification
Business registration documents, GST registration where turnover exceeds statutory thresholds
Verified bank account in the name of the registered business or individual seller
Agreement to the Vendor Agreement, Seller Policy, and all applicable platform policies
Minimum age of 18 years with legal authority to enter commercial contracts

Gletra reserves the right to approve or reject seller applications based on business category, documentation quality, prior platform violations, and category capacity. Rejected applicants may reapply after 90 days with corrected documentation.

Listing Standards and Catalogue Quality

All product listings must meet Gletra catalogue quality standards to ensure buyer trust and search relevance.

Required Listing Elements

Accurate product title without keyword stuffing or misleading claims
Complete description including materials, dimensions, warranty, and country of origin
High-resolution images on white background; minimum 1000x1000 pixels for primary image
Correct category assignment, brand authorisation, and HSN code for GST compliance
Real-time inventory sync to prevent overselling and order cancellations
Competitive pricing with transparent MRP and discount display where applicable

Listings containing counterfeit goods, prohibited items, or intellectual property violations are removed immediately and may result in permanent seller ban and legal referral.

Order Fulfilment Requirements

Timely and accurate order fulfilment is critical to marketplace health. Sellers must maintain the following performance standards.

Metric	Minimum Standard	Consequence of Breach
Dispatch time	Within 2 business days	Rating penalty; repeated breach triggers review
On-time dispatch rate	95% or higher	Reduced search visibility below 90%
Order cancellation rate	Below 2.5%	Account hold above 5%
Return rate (seller fault)	Below 5%	Quality audit above 8%
Buyer message response	Within 24 hours	Badge removal; warning after 48 hours

Pre-order and made-to-order items must display accurate handling times. Sellers must update inventory immediately when products become unavailable to prevent buyer disappointment and cancellation penalties.

Communication and Customer Service

Sellers must use Gletra Chat as the primary communication channel with buyers. Off-platform communication to solicit direct payments or circumvent marketplace fees is strictly prohibited.

Respond to pre-sale inquiries within 24 hours during business days
Provide tracking information within 4 hours of dispatch
Cooperate with return and refund requests per platform policies
Participate in dispute resolution with evidence within 48 hours of notification
Maintain professional conduct in all buyer interactions including voice and video calls initiated through Gletra

Commission, Fees, and Settlements

Gletra charges category-based commission on each completed sale, deducted automatically at settlement. Additional fees may apply for optional services including advertising, premium placement, and Gletra fulfilment.

Settlement Overview

Standard settlement cycle: T+7 business days after delivery confirmation
Premium sellers: T+3 business days subject to eligibility criteria
Minimum settlement threshold: INR 100; amounts below roll to next cycle
Payout holds apply for disputed orders, high return rates, and new seller probation periods
Detailed fee breakdown available in Seller Panel under Finance and Reports

Prohibited Seller Conduct

The following activities result in immediate account suspension pending investigation and permanent termination upon confirmation.

Selling counterfeit, stolen, or prohibited items
Manipulating reviews through fake orders, incentivised ratings, or review exchange groups
Price gouging during emergencies or supply shortages beyond reasonable market adjustments
Circumventing Gletra fees through off-platform payment solicitation in chat or calls
Submitting fraudulent KYC documents or operating under false business identity
Ship-to-switch fraud or sending empty boxes, rocks, or unrelated items

Seller Panel Tools and Responsibilities

The Seller Panel provides inventory management, order processing, analytics, advertising tools, and payout management. Sellers are responsible for maintaining accurate data, securing Seller Panel credentials, and promptly updating business information when changes occur.

API access for inventory sync and order management is available to eligible sellers. API credentials must not be shared with unauthorised third parties. Sellers using integrations remain responsible for data accuracy and order fulfilment.

Account Suspension and Termination

Gletra may suspend seller accounts for policy violations, quality failures, buyer complaint patterns, or regulatory requirements. Suspended sellers cannot list new products or receive new orders. Pending settlements are processed subject to hold periods for open disputes and chargebacks.

Terminated sellers forfeit access to the Seller Panel. Outstanding payouts for completed orders without disputes are released after the standard hold period. Gletra may retain funds to cover buyer refunds, chargebacks, and platform fee obligations.

Seller Support and Resources

Seller support is available at seller-support@gletra.com and through the Seller Panel help centre. Gletra provides onboarding guides, catalogue quality checklists, fulfilment best practices, and periodic webinars on marketplace growth strategies. Premium sellers receive dedicated account manager support.

Frequently Asked Questions

You need valid government ID, completed KYC verification, business registration documents, GST registration where applicable, and a verified bank account. Individual sellers may register with PAN and Aadhaar. All documents are submitted through the Seller Panel onboarding flow and reviewed within 3–5 business days.

Sellers must dispatch orders within 2 business days of order confirmation unless a longer handling time is displayed on the product listing. Maintaining a 95% or higher on-time dispatch rate is required for good standing. Pre-order items must ship within the stated pre-order fulfilment window.

Standard sellers receive settlement T+7 business days after buyer delivery confirmation. Premium sellers eligible for T+3 settlement receive payouts faster. Commission and fees are deducted automatically. View detailed settlement reports in Seller Panel under Finance. Minimum payout threshold is INR 100.

Gletra Chat is the required primary communication channel. Using external messaging to solicit off-platform payments violates our Terms and removes buyer protection eligibility. Voice and video calls through Gletra for order-related communication are permitted and encouraged.

Sellers below 3.5 average rating enter a performance improvement programme with 30 days to recover. Persistent low ratings, high cancellation rates, or excessive returns trigger account review, reduced search visibility, and potential suspension. Gletra provides performance analytics and improvement recommendations in the Seller Panel.

Most categories are open upon approval, but restricted categories including electronics, beauty, health supplements, and baby products require additional documentation and category-specific approval. Prohibited items listed in our Prohibited Items Policy cannot be sold under any circumstances.

Legal Notice

This document forms part of the Gletra Terms of Service. Gletra Technologies Pvt. Ltd. reserves the right to update this policy at any time with reasonable notice. Material changes will be communicated via email, in-app notification, or a prominent notice on our platform. Continued use of Gletra after changes constitutes acceptance of the revised policy. For questions, contact legal@gletra.com.

Questions About This Policy?

Our legal and support teams are here to help.

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