Sell On Souq.com
FAQ

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FAQ

General

What is Souq.com?

Established in 2005, Souq.com is the leading e-commerce destination in the in the Middle East & North Africa region. Souq.com offers more than 400,000 products across multiple categories including consumer electronics, fashion, health & beauty, household goods, books and much more. New categories are constantly evaluated and launched all the time.

How many visitors does Souq.com website receive?

Souq.com is visited by millions of customers on a daily basis.

What is the profile of Souq.com Customers?

Souq.com’s Customers are spread across all demographics with a concentration in the core regions of the UAE, KSA, Egypt and Kuwait.

How does selling on Souq.com work?

Selling on Souq.com is very easy and requires no upfront listing fees. You can start with just a few clicks. Just visit on page https://saudi.souq.com/sa-en/selling-how-it-works/c/ and start selling.

What items can I sell on Souq.com?

You can sell the products which are already uploaded on the website or create your own listing. To check the list of categories already available on Souq.com, please click: www.souq.com/shop-all-categories/c/. If you would like to list an item in a category which you do not see on this directory then send your inquiry to: 1 ksaseller@souq.com.

What countries does Souq.com operate in?

Souq.com is available in UAE, Egypt, KSA and Kuwait.

Can I sell internationally on Souq.com?

Not at this time.

Fees

How much do I need to pay to list my products on Souq.com?

There is NO set up or product listing fee on Souq.com.

How much do I need to pay in commission fees for products sold on Souq.com?

Please visit our page which gives details about the commission structure for full details via https://saudi.souq.com/sa-en/selling-fees/c/.

What will the commission and payment processing fees be if I am selling an item that is SAR 50 or less?

The commission for items at or below SAR 50 is a flat 20%, without any minimum charge or payment processing fee.

What is the minimum price of items I can list to sell on Souq.com?

There is no minimum price, but generally, any listing that is SAR 50 or less, make you pay less to Souq.com, as there is NO payment processing fee and NO minimum charge of commission. Hence you will be able to price your products lower and be competitive against other sellers.
Refer to the following illustration for a better understanding:

Payment Structure

Selling Price

SAR 10

SAR 20

SAR 30

SAR 40

SAR 50

Above SAR 50

Applicable Commission Charge

20%

20%

20%

20%

20%

As per the product category

Payment Processing Fee

0

0

0

0

0

SAR 7.5

Net Payable

SAR 2

SAR 4

SAR 6

SAR 8

SAR 10

Product category commission + SAR 7.5

Do customers buy low priced products on Souq.com?

Yes, customers love low priced value products and have sold in high numbers on Souq.com.

Which product category should I start listing at/below SAR 50 ?

We suggest you should list the products where you are confident of the product pricing and stock availability. Product categories like Mobile Accessories, Home & Kitchen, Furnishing, Portable Speaker, Cables, Cutlery, Stationery, Books, Apparel, Sporting Goods sell very well in this price range.

If I sell low value items in bulk, will the commission structure and payment processing remain the same?

Yes, if you get a bulk order the commission (flat 20%) and processing fee (SAR0) will remain the same.

Example:

If you get an order with 10 units of SAR 10 item. The commission will be payable as following:

10 units x 10 SAR = SAR 100

Commission payable = 100 X 20% = SAR 20

Payment Processing Fee = SAR 0

Net Charges = SAR 20

How will I be charged if an order has multiple items at below SAR 50 and above SAR 50 as well?

In case the order has a low value item and an expensive item as well, the net payment commission will be calculated as below:

Selling Price of Product A = SAR 10

Quantity Sold in order = 10

Selling Price of Product B = SAR 2,000

Quantity Sold in order = 1

Total Value of Order = SAR 2,100

Commission of Product A (at 20%) = SAR 20
Commission of Product B (at 10%) = SAR 200

Payment Processing Fee on the order = SAR 7.5
(Payment Processing Fee is applicable since the order has items above SAR 50 )

Net Payable = SAR 20 + SAR 200 + SAR 7.5 = SAR 227.5

How will the payment processing fee calculated if the order has 1 item below SAR 50 and 1 item above SAR 50 ?

In case the order has one item below SAR 50 and other above SAR 50 , the payment processing fee of SAR 7.5 will be levied on this order as the order has an item above SAR 50 .

Registration

How do I register?

Click “Register” on the upper right corner of any page on Souq.com or click www.souq.com/register.php.

I already have an account with Souq.com, do I need to register again to sell?

No, you can use the same account to sell on Souq.com. You can register as a seller with your same login id. If you want to change your User name, and then simply click “edit info” in your account.

Login

How do I login?

Click “Sign in” on the upper right corner of any page of Souq.com or via www.souq.com/login.php.

I forgot my password, what do I do?

Click "Sign in" on upper right corner of any Souq.com page, then click "Forgot your password?" and enter the email address you used to register. We will send you an email with instructions for resetting your password.

Listing

What should I keep in mind while listing for the first time?

Visit the product listing guidelines page by clicking www.souq.com/product_listing_guide/c/.

I can’t find a category or item that I’m trying to sell, what do I do?

Click www.souq.com/offer_listing.php to find the category in which your item falls within. If you are unable to find the item you are trying to list, you can create a new listing. To determine if the item you wish to sell is currently in the Souq.com catalog, then apply a simply search or browse the following directory, www.souq.com/shop-all-categories/c/. If you find the item then record the “item EAN” under the “Specifications” section and proceed to the “Sell Yours Here” feature on the far right hand column of the page under “More Offers”. If you cannot find the item you wish to sell, the proceed to the manual set up at www.souq.com/offer_listing.php.

Why I can’t list my items on certain categories?

Some critical categories or items like health, mobiles etc. are restricted for new listings as they fall under new UAE regulations or conflict with the Souq.com listing policy. These items are included in our “restricted items” section, www.souq.com/product_listing_guide/c/#2.2 . If you still have questions regarding your product listing then contact us at 1 ksaseller@souq.com.

How to best describe items I’m selling?

To best describe the item you are selling; please mention all the key highlights of the item, unique selling points, functionality, size or dimensions, weight. For further details, please click www.souq.com/product_listing_guide/c/#1.1.D . When in doubt, simply “put yourself” in the “shoes of your targeted buyer”. Keep it simple and know the core features and benefits of your products.

How to best choose image for items I’m selling?

Click www.souq.com/product_listing_guide/c/#1.1.L to view the image policy. Though our minimum resolution is listed as 300 x 300 we strongly urge you to submit at a higher quality [though no higher than 900 x 900] and submit as many angles as possible. Remember shopping is a very visual process and you want to display your products in the best possible means. For best practices please compare your images against those shown in the “Deal of the Day” Section, http://deals.souq.com.

How do I review my live products listings?

Login to your account and click “manage you listing”; then select “Live on Site”.

My item listing got rejected, what do I do?

Please visit our listings guideline to understand the reason for rejection. To view the guideline, please click www.souq.com/ae-en/product_listing_guide/c/. After understanding the concern, you can edit and resubmit the listing for upload.

How do I classify the condition of my item?

If the item is in its original packaging and is company sealed, it can be classified as “New”. Otherwise, if the product’s package is open, or if the product is used even once, it has to be classified as “Used”.

Can I list an item under pre-order?

NO. Souq.com does not accept pre orders. Your product must be in stock in order to list.

Which language can I use to list my item?

You can list your item in both English and Arabic language.

Can I list a bulky item?

You can list any courier-able items weighing upto 10 kilograms.

How many products can I list?

There's no limit on how many product you can list for sale on Souq.com.

I have too many products to list manually one by one, what do I do?

If you have more than 50 products, please contact us at 1 ksaseller@souq.com and we will list products for you at no cost.

I don't have images of my products, what do I do?

If you don’t have images for your products, please contact us at 1 ksaseller@souq.com and we will assist you with photography.



Bulk Listing

What is the bulk listing tool on Souq.com?

As a way to help sellers who list constantly and in massive quantities, we built a pro tools for these pro sellers to facilitate adding new items and offers in mass, and later on, edit them in mass as they see fit.

I use an inventory system that exports inventory sheets, can I use them on the Souq.com bulk upload tool?

As long as the headers (First row) on the sheet you are uploading are exactly as in the templates we provide you from the tool, you should be good to go.

What files do I upload?

Excel sheet that contains your inventory, in a structure that our system need to understand. (You need to download the templates from the system)

How do I know my product’s EAN?

If you want to add offers on products that already exist on the Souq catalogue and you don’t know how to get the EAN, one way to do it is to look for the items in the regular item listing flow, each item is provided with the EAN right beneath it




Why should I choose the item type when I am adding “Products & Offers”? Why is that important?

Every product has a set or properties (Smartphones: Screen size, storage, color. Laptops: Model number, processor speed, RAM, etc) to list the products correctly, seller must fill all the required attributes. Choosing the right item type will give you the Excel file template with the right properties to be filled

I have my inventory sheet ready, I went through the upload process, I hit the submit button, but it seems that it is taking forever to finish, why?

Right after you hit the submit button, the system initiates the process of uploading the sheet(s) you are providing us from your computer to our systems, which is a process that depends on the file size and your internet connection speed.

Why does the system tell me that the file is duplicated when I upload it?

The system detects the files sellers upload, and makes sure that they don’t accidentally upload the same file several times, which will end up with duplicated content or offers that don’t reflect real data in the sellers’ warehouses, which will most probably result in bad performance from the seller side due to orders that cannot be fulfilled.

Why does the system tell me that the file format is not supported?

The system takes the Microsoft Excel file formats, which look like this (filename).xls or (filename).xlsx, as provided in the templates we provide.

Do I have to fill out all the offer information when I want to edit a certain offer?

No, just feel free to leave the offer information that won’t be edited empty, the system will know that you are not going to perform any changes on them.

What does the Track Inventory Sheets do to me?

It shows you the current status for your uploaded inventory sheets.

What do the status values mean?

  • Not Processed: Our system received your Excel template sheets, but it did not process it to import the data it holds
  • Processing: Our system is diving through the data you are providing us in the Excel template sheets to import it to our system
  • Processed: Our system has finished processing the Excel template sheets you provided

I uploaded offers and when I downloaded the successfully imported records, I now have Offer ID, what does that mean?

Offer ID is a unique value that Souq.com generates for each offer, this is necessary when you are uploading an Excel sheet to edit current offers you have, as the Offer ID is your unique identifier to the location of the offer in our system

Whathappens when a listing or offer is submitted?

Once the seller finishes listing their new product, it goes to a status of “Pending for review ” as the Souq.com moderators (content team) review the information and approve the listing.

Whatdoes Add New Inventory Mean?

This is the place where you, as a seller: List new products with their offers (Like you got new model of laptops, and you want to add them to your inventory with their offer details) List offers on items that already exist in our database

What if the products I am trying to add already exist on the Souq.com catalogue?

If the product you are trying to add is a duplicate to an existing product in our catalogue, our content moderating team will mark it as a duplicate and will notify you in order to merge it with the existing product. Tip: Searching the Souq.com catalogue for the product you are trying to add and if found, using its EAN instead of adding the whole product altogether would save you time getting the offers live.

Why does the system tell me that the file is duplicated?

The system checks the files sellers upload, and makes sure that they don’t accidentally upload the same file several times, as it will result in duplicated content or offers that don’t reflect real data in the sellers’ warehouses, which will most probably result in bad performance from the seller due to orders that cannot be fulfilled.

Why does the system tell me that the file format is not supported?

The system accepts the files with .XLS or .XLSX file extensions only. Please ensure that you save the files in these Microsoft excel formats only.

I uploaded an “Offers” sheet but I chose “Products and Offers” sheet, what will happen now?

The Souq system inspects the files before processing them, as a step in our quality assurance process, if we detect that you choose the file template wrong, we will not process it and will tell you that this file is wrong. You will find the result in the “Track Inventory Sheets”

I uploaded “Products and Offers” sheet but I chose “Offers”, what will happen now?

The Souq system inspects the files before processing them, as a step in our quality assurance process, if we detect that you choose the file template wrong, we will not process it and will tell you that this file is wrong. You will find the result in the “Track Inventory Sheets”

In the Track Inventory Sheets, what does the “Results” section hold?

  • Number of rows: The number of rows this given Excel template sheets holds
  • Imported: The number of rows that successfully made it to our systems, the download option will initiate a downloading process of a sheet that holds all the imported rows, adding to them the information Souq system creates (eg. EAN, Offer ID)
  • Errors: The number of rows that did not make it in the processing stage, due to various errors, hitting the download button will initiate a download process of a sheet that holds all the rows that had errors and it will have the cells that caused the error highlighted in red and under the Error column, it shows what caused the error.

I submitted an inventory sheet, it was processed with errors, the file I downloaded has a column titled “Errors” what do these errors mean?

  • EAN doesn’t exist: The EAN you entered does not match any of the EANs in our records
  • EAN is conflicting with EAN standards: EAN you entered does not meet the EAN standards
  • Special characters detected, please remove from text field: You entered some character that our system doesn’t allow
  • Selected image does not meet our image standard requirements: URL should point to the actual image (URL should finish with either .jpg, .jpeg or .png) Image should at least be 300x300 in resolution
  • Invalid Handling time entered: The system only accepts the characters: A, B, C, if you enter anything else, the system will not accept it
  • No need to add images for new condition products: When adding new items, we don’t take images, because they all have the same images and visual look, unlike used items, where images show the exact state of the product
  • Item’s cover image is required: Adding at least a cover image is required to process this row
  • You do not have ability to define Max Order per Unit: Your account does not have the privilege to define a maximum number of units per order
  • SKU contains invalid characters: SKU includes characters that are not allowed by the system
  • Invalid Stock Quantity, Please enter a number between 1-100: Entering a zero or entering a number higher than 100 in the units available to be sold is not allowed by our system
  • (field) Field contains Arabic characters, please edit: An English field can’t have Arabic characters in it, it should entirely be written in English, however Arabic fields CAN have English characters though
  • Oops! SKU has exceeded the maximum of 20 character limit! Please manage not to exceed 20 characters: You can’t enter an SKU that is longer than 20 characters
Offers

How do I know how much to price my items for to be competitive on Souq.com?

Login to your account and click manage you listing”; then select “Live on Site”. Look at the section where the product price is shown. If a caution icon “” displays there, it would mean that the price of your item is higher than other Sellers selling the same item.

NOTE: Just click on the caution icon “” to see the lowest selling price Sellers of that product. Maintaining competitive pricing and product availability are two of the MOST essential areas to ensure that you update on a frequent AND timely basis. Online Buyers are savvy Shoppers and look for the best deals and do not like to wait.

How can I add warranty to my listing?

You can mention any warranty information associated with the product in the “key notes” of the “offer” while you are uploading. Remember to specify who is providing the warranty and the duration. The minimum warranty that may be stated is for three months.
Eg: 6 Month seller warranty or 2 year Axiom warranty

How can I get more visibility for my listing?

Select the “Offer Enhancement” option while you are listing you item for the first time. You can also update the offer and add this enhancement feature from the “Manage Listing” option in your account.

What other ways to optimize my listing?

Seller can also open a store on Souq.com and sell different categories of items through their store. Your store comes with a dedicated URL and gives you an option to put your brand logo to give an identity to your store. Your store will be a single window from where the Customers can see and buy all items listed by you.

How do I remove my listing temporarily?

You can remove the items temporarily by logging in to the account and clicking “Live on Site” under the “Manage your listing” tab on the left.

Orders

How do I know when a customer places an order of one of my products?

You will get an email once your item is sold. New order will also reflect is your account under “New Sales order”

How do I confirm order?

Click "Confirm Sales Order" in the order confirmation mail or you can also login to your “Account Summary Page” to confirm. Note: it is imperative that you constantly check your email for “new order” alerts as you do not want to keep the customer waiting.

When should I confirm the order?

You should only confirm the order once you have the item in stock and ready for fulfilment. Once confirmed the order cannot be cancelled.

How to cancel order?

You can only cancel order which have not been confirmed by you. The order can be cancelled by clicking the “New Sales tab” in seller account and selecting cancel for each order.

Packaging

How do I package my item?

Pack the product well using a cardboard box & bubble wrap so that it doesn’t get damaged. Remember, the way in which you package your product represents your “image/brand” and also will make an impression on the customer and their probability of a future order.

Can I put my contact details in the package so that customers can contact me?

Sharing of contact information is not permitted and is against souq policy.

Shipping

How do I arrange to ship my item?

Call the courier partner assigned to you, for pickup of your items or deliver at their center for faster shipment.

Aramex
UAE :+971 (4) 8706000
KSA : +966 922 002 7447
Egypt : +20 (2) 33388466
Kuwait: +965 (1) 820011

Qexpress:
UAE: +971 (4) 706 5555
Kuwait: 00965 2290 9046

How much is shipping?

The shipping charges are discounted but vary per item type and weight. Please refer to listing flow for exact shipping fee, which are typically paid by Souqq.com buyers.

Who pays for shipping?

You can determine who will bear the cost of shipping. To attract Customers and get more orders, you may want to offer “free shipping” for select items or during certain holidays. In this case the cost of shipping will be deducted from your “payable” amount. Otherwise, the customer will be charged for shipping.
Note: it is a good idea to keep track of your competition to ensure shipping does not be deterrence for your offers.

What if the specified courier doesn’t show up to pick up product?

In case the courier doesn’t come to pick up the products from your end, try to deliver the product to the nearest courier center or call at the courier’s call center to arrange another pickup.

For dropping off order being fulfilled by Aramex, please click here and select the country you are in to locate the nearest Aramex center.

For dropping off order fulfilled by Qexpress, please refer to the following address.

Qexpress - Dubai:
Q-EXPRESS DOCUMENT TRANSPORT LLC
P.O.BOX : 231105
OPPOSIT TO AL QUOZ MALL
Al QUOZ INDUSTRIAL AREA -3, STREET NO - 22
AL –QUOZ, DUBAI,UAE
TEL : 00971 4 7065555


Souq.com - Kuwait:
Al-Hayat Complex, Basement 1
Al Shuwaikh Industrial area,
Al-Zeena Street,
Beside Nissan Al-Babtain Quick Service,
Tel: 00965 2290 9046

Souq.com – Saudi Arabia:
Ryiadh
As Sulay, 3613-Istanbul street
Pin Code: 14273 8075

Jeddah
Al-Sarawat, Block 4269
Pin Code: 22526 7807

Dammam
Khalidyah Janoubiyeh Area
2734 Abu Hafs Ibn Burd Street
Pin Code: 32223 7276
Tel: 00966 9200 33 898


Note: ensure that you the product are properly packed and the shipping label (Airway Bill) is pasted on the package.

Do I need to paste Airway Bill (AWB) on all packages?

It is mandatory to paste the airway bill on the package. The AWB is the identification of the packet and is the number by which the packet is identified in the courier’s system. The courier company will not accept the shipment without the AWB.

Note: Ensure that you handover the packets to the correct courier.



How can I track my orders from the Souq seller panel?

You can track the orders by clicking on “Track your order” in confirmed sales order tab. The complete details are mentioned there for your review.

My Account

How do I read my account summary page?

Login to your account and click “Account Summary” on the left navigation under “My Account”. In the account summary, you will see the amount “Available” to you, the amount which is “Pending” to your account and the “Fee” which is charged to your account for subscriptions, marketing, returns, etc.

How can I track my order history?

To view your orders, login into your account under the “Selling” section at the bottom left side of the page. There you will see your history broken down by New Sales Order, Confirmed Sales Order, Cancelled Sales Order and Returned order.

What other information is available Souq.com provides to its seller partner?

The Souq.com “seller panel” also has information on the complaints which the Buyers have lodged due to any issues they have faced with either the product or purchasing process. It is strongly suggested you monitor such feedback and work to resolve any such issues with your Buyers. Such attention to customer service will greatly aid your Seller’s rating. Plus it is important to realize that with the wide use of Social media [Facebook, Twitter, etc.] Buyers have become very focal about both their satisfaction and dissatisfaction of purchases/services. The panel has others details like; buying history, subscriptions and profile information.

Seller Performance

What is the Seller Performance Program?

Souq.com is always focused on providing the best customer experience to our buyers. The program will help all sellers to evaluate their selling performances based on 3 calendar months cycle, where you’ll be able to identify which area of business is affecting your sales on Souq.com. and be able to understand and work on the result of your performance evaluation, (Below Standard, Standard, Above Standard and Premium)

Are these the only performance measures Souq.com is looking at?

No. We look at a variety of other factors internally. However, Cancellation Rate, Return Rate, Late Shipment Rate, and Negative Feedback Rate are our primary metrics we want sellers to be working on.

What is a perfect order?

Perfect order is the order which is received for the item that matches its website description, gets confirmed by the seller as soon as it is notified to them, is packed properly to avoid transit damage, handed over to the courier within the handling time hence resulting in positive customer feedback. In order to improve your performance in the Seller Performance Program, try to have as many Perfect Orders as possible.

What are the “Performance Metrics”?

Performance Metrics are the metrics that Souq.com uses to measure the seller performance.
Performance Metrics are calculated as below:

Cancellation Rate = Cancelled Items / Sold Units

Return Rate = Returned Items / Sold Units

Late Shipment Rate = Late Shipped Items / Shipped Units

Negative Feedback Rate = Negative Feedback / Total Feedback

Souq.com has the right to add or change any performance metrics whenever required.

What does “Cancellation Rate” Mean?

The percentage of cancelled Units you’ve sold, vs. the total Units you sold. Example: if you sold 100 item, and you cancelled 5 item, your cancellation rate is 5%
*Cancellations rate doesn’t include the Units that buyers have cancelled

What does “Return Rate” Mean?

The percentage of Units returned by the customers post order deliver, vs. the total Units you sold.
Example: if you sold 100 Units, 2 Units got returned, your return rate is 2%.
*Return rate doesn’t include Units which were not delivered to the customers and were returned to origin, and the Units which were returned as per the buyer request without any fault on seller side

What does “Late Shipment Rate” Mean?

The percentage of shipped Units that are shipped beyond the committed handling time, vs. the total Units you sold. Example: if you sold 100 Units, 3 Units were shipped after the handling time you specified, Late Shipments rate is 3%.

Handling time is the time needed for seller to confirm, prepare, pack and ship the order, and its starts the minute you receive a sales order. Handling time is committed by the seller for all Units being sold by them.

Shipping means handing over the order to the shipping courier.The same can be done by handing over the Units to the courier.

What does “Negative Feedback Rate” Mean?

The percentage of negative feedbacks you’re receiving from buyers, vs. the total feedbacks received. Example: if you received 100 feedbacks, 6 of them are negative feedbacks; your Negative Feedback Rate is 6% (Positive Feedback Rate is 94%)

What are the “Performance Segments”?

Performance Segments are calculated basis your performance on the 4 performance metrics to define the seller performance as if it’s good or bad. Performance Segments are:

Below Standard

Standard

Above Standard

Premium (Only high volume sellers are eligible for Premium segment)

Each metric have different thresholds for performance metrics as below

For Low Volume Sellers (Selling less than 30 orders in the last 3 calendar months) we calculated performance basis quantity.

Souq.com Seller Performance Metrics Cancellation Rate (Quantity) Return Rate (Quantity) Late Shipment Rate (Quantity) Negative Feedbacks Rate(Quantity)
Below standard >3 >3 >5 >8
Standard ≤3 ≤3 ≤5 ≤8
Above Standard ≤2 ≤2 ≤4 ≤6


For High Volume Sellers (Selling more than or equal 30 orders in the last 3 calendar months) we calculate performance basis percentages.

Souq.com Seller
Performance Metrics
Cancellation
Rate
(Percentage)
Return Rate
(Percentage)
Late Shipment
Rate
(Percentage)
Negative Feedbacks Rate (Percentage)
Total Reviews < 20
(quantity)
Total Reviews >=20
(percentage)
Below standard >7.5% >5% >20% >5 >30%
Standard ≤7.5% ≤5% ≤20% ≤6 ≤30%
Above Standard ≤5% ≤4% ≤15% ≤4 ≤20%
Premium ≤2.5% ≤3% ≤10% ≤2 ≤10%


What does “Below Standard Seller” Mean?

Below Standard Seller means that at least one (or more) of your Performance Metrics is/are NOT performing well and you should take immediate actions to enhance your performance for each metric, for example, if your Late Shipment Rate is Below Standard, you should accept new orders as soon as you get them, pack them, and ship them to the courier within the handling time, This is required!.to know more click - Enhance Performance

What does “Standard Seller” Mean?

Standard Seller means that all of your Performance Metrics is/are within the Standard Performance Segment or higher, while nothing is in the Below Standard Performance Segment. Your performance is considered as fair but there is a room for improvement to enhance the metrics. For example, if your return rate is Standard, you should double check and ensure that description of all the listed products on the website match to the product you actually have in your inventory/shop. Enhance Performance

What does “Above Standard Seller” Mean?

Above Standard Seller means that all of your Performance Metrics are within the Above Standard Performance Segment or higher, while nothing is in the Below Standard nor in the Standard Performance Segments. You are doing good but you can still perform better and build up your trust with buyers. For example, if your cancellation rate is above standard, you should always match Items quantities between your physical inventory with Souq.com inventory on a daily basis, so you only sell what’s available in stock at your warehouse/shop. Enhance Performance

What does “Premium Seller” Mean?

Premium Seller means that all of your Performance Metrics are within the Premium Performance Segment, nothing in the Below Standard, Standard or Above Standard Performance Segments. You are doing an amazing job, you confirm & ship fast, and you ship good quality products. You can keep holding the Premium Seller Performance by always shipping fast, shipping the right item, without any cancellation or returns.

Why my seller account is suspended?

Seller performance standards are in place to ensure that you deliver a great customer experience to buyers. These performance standards measure whether buyers were satisfied with the items and sellers’ customer service. When a seller does not meet the minimum requirement for selling, the seller is creating experiences that erode confidence and drive buyers away from the platform.

Hence, Souq.com will automatically suspend sellers who are in the below standard segment for three continous monthly evaluations. Once a seller is suspended, the following applications will be applied:

If you had any active listings, they have now been paused.

If you have recently sold items that you still need to fulfill or ship, please do that promptly. Its very important that you ship the pending items promptly so that souq can consider the reinstatement of your account.

You will still be able to see any recently sold items in your Souq.com account and buy items on Souq.com

How can I reactivate my seller account?

To get reinstated back on Souq.com, you have to update us with clear Plan Of Action (POA) on how will you ensure that buyer experience is not impacted and improve your performance. You can submit your Plan Of Action (POA) by sending an email to:

UAE Sellers: sellerperformance.uae@souq.com

KSA Sellers: sellerperformance.ksa@souq.com

Egypt Sellers: sellerperformance.egy@souq.com

Kuwait Sellers: sellerperformance.kwt@souq.com

What is the Performance Chart “Half Circle Chart” that appears on all your performance metrics?

The Performance Chart “Half Circle Chart” is designed to indicate your overall evaluation for each performance metric, shows you in details where do you fall in respect to the accepted thresholds.

What is the Trending Chart “Stacked Chart” that appears on all your performance metrics?

The trending chart “Stacked Chart” is designed to show you how your performance is doing on a weekly basis for each performance metrics separately, it is the first indicator that tells you exactly if you are performing well or not before your next evaluation cycle.

What are the “Volume Segments”?

Souq.com have two volume segments for sellers, Low Volume and High Volume. It’s based on how much sales orders the seller have over the last 3 calendar months cycle. Performance Metrics are different per Volume Segment, for Low Volume sellers Souq.com is using absolute numbers to measure the performance, while Souq.com is using percentages for High Volume Sellers.

What will happen if you stayed in “Below Standard” performance segment?

Souq.com always look to maximize and deliver a happy customer experience, if the seller evaluation within 3 calender months was Below Standard, and no efforts were invested from your side to enhance your performance, there is a big chance of limiting/suspending your seller account on Souq.com.

Payments

How do I get paid?

Login to your account and click “Withdrawal” on the left navigation under “My Account”. Submit the amount you wish to withdraw and it will be credited to the account you have registered with your Souq.com seller account. Please ensure that you have added your Bank details in your account.

When do I get paid?

Once you have specified the withdrawal, this amount will then be transfer to your bank account in the next release of funds.

Returns

How does return work?

To return any purchased product, the buyer has to call the Souq.com call center and request for return.

What is the Souq.com return policy?

Any customer who has bought from Souq.com is covered under a “No Questions Asked, 15 days Buyer’s Protection”. As per this policy, the buyers can return the product back to the seller within the three days of receipt.

Feedback

How can I view my Rating and Feedback information?

In the "Seller Account" section of your account, click on the "View feedback" text link, this will take you to your Rating and Feedback information.

Disputes

How does Souq.com handle Seller Partner / Buyer disputes?

Any dispute is handled through an escalation team which may be initiated by either side.

How do I resolve complaints and close disputes?

All the complaints for the products sold by you will appear in the “complaints against me” section under the seller panel. Just go through each complaint and take appropriate action to resolve them. NOTE: only Souq.com or the Buyer can close a complaint once it has been resolved.

Learning

How can I learn more about selling on Souq.com?

There are various classes, videos, and material posted on Learning Center to help you learn what you need to start and grow your business on Souq.com smoothly and profitably.

Questions

Who should I contact if I have questions?

You can refer to the seller support documents and if you still feel your queries are not answered, please feel free to call us 920033399 or contact us.