Account ownership and verification
EkomX is a platform of Pips Capitals PVT LTD. Each seller account must use accurate business and contact information and be operated only by authorized people. Complete mobile verification, KYC and any requested account review before attempting restricted actions.
Do not lend accounts, share security codes or submit altered documents. Report ownership, bank, tax, address or security changes promptly so access and settlement information can be reviewed safely.
Listing standards
List only products the seller is permitted and able to supply. Titles, images, variants, stock, prices, taxes, specifications, warnings, warranty details and delivery restrictions must be accurate and must not mislead a customer.
Prohibited, counterfeit, unsafe or unlawfully copied goods must not be listed. EkomX may pause a listing while ownership, safety or compliance information is checked, and the seller should respond with clear supporting records.
Order processing
Review new orders promptly, confirm stock and process accepted orders with the correct product, quantity and customer details. Keep order status current and communicate a material delay, substitution or inability to fulfil.
Do not create false orders, manipulate transaction values or use customer details outside fulfilment and legitimate support. Preserve relevant order and dispatch evidence when a transaction may need review.
Packaging, pickup and shipping
Use a verified pickup address and enter accurate parcel dimensions, weight, value, payment mode and destination. Package goods to withstand ordinary handling and attach the correct label only after a shipment is booked.
Choose among the live courier services returned for the shipment. Handover, tracking, non-delivery and RTO events should be monitored in the seller workspace, with provider discrepancies raised using the shipment reference.
Payments, wallet and settlements
Use the platform-managed payment and wallet workflows; do not ask customers to bypass the recorded checkout for an EkomX storefront order. Review charges before confirmation and maintain enough shipping-wallet balance for a booking.
Reconcile orders, refunds, COD amounts and eligible payouts against account records. Report an unexplained difference with the transaction reference instead of creating an offsetting or duplicate transaction.
Returns and customer issues
Respond to support, cancellation, return and refund requests using the order record and applicable policy. Preserve relevant product, packing, delivery and communication evidence and avoid making unsupported guarantees.
Where seller and customer accounts differ, cooperate with a documented review. A provider or platform status should be corrected when reliable evidence shows that it is inaccurate.
Customer data and communications
Use customer contact and address information only to fulfil the order, provide requested support and meet applicable requirements. Restrict staff access, avoid unnecessary downloads and never sell or repurpose customer data for unrelated outreach.
Messages must be accurate, professional and connected to the transaction or a valid customer choice. Never request a password, OTP, passkey secret or complete card details.
Incidents, restrictions and escalation
Immediately report suspected account compromise, payment manipulation, unsafe products, customer-data exposure or serious courier discrepancies. Pause the affected workflow where continuing could increase harm.
EkomX may restrict a listing, shipment, payout or account while an issue is reviewed. The seller should receive a safe explanation where possible and may contact support with evidence and the relevant reference for reconsideration.
Review status
These principles describe the expected operational workflow and should be read with the Terms, Privacy Policy and Refund & Cancellation Policy. More specific written requirements for a seller, product or provider take priority where they apply.
This detailed SOP draft requires operational and legal approval before it is relied upon as the final marketplace policy. The approved publication should include an effective date and a clear change record.