Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose

This Policy explains how Suffle Online may calculate marketplace commission, seller charges, deductions, refunds, adjustments and seller settlements for eligible marketplace orders.

It establishes a central and auditable financial framework for seller payouts and does not replace the Payment Information Policy or Refund & Cancellation Policy.

2. Scope

This Policy applies to approved sellers, marketplace products, ordinary customer orders, seller-assisted/manual orders, custom/personalised orders, local delivery/pickup orders and other marketplace transactions where seller settlement is applicable.

WhatsApp software subscription payments are separate from marketplace seller settlement and are governed by the Subscription Policy.

3. Company and Contact

Suffle Online is operated by Naucera Travel Private Limited.

Website: www.suffleonline.com

Support / Grievance Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Grievance Officer Mobile: 9707669981

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

4. Marketplace Financial Model

For a marketplace order, the customer pays through Suffle's central marketplace payment flow.

Suffle records the order payment, applicable taxes/charges, commission, refunds, adjustments and seller settlement in the central financial architecture.

Seller settlement is a separate accounting event from customer payment.

5. Seller Agreement and Commission Schedule

Commission rates, fixed fees, category charges, service charges or other seller deductions may be defined by the applicable seller agreement, plan, category or commercial schedule.

The applicable rate or charge should be made available to the seller through the relevant seller/admin interface or contractual documentation.

Suffle should not apply an undisclosed mandatory seller charge.

6. Dynamic Commission Configuration

Super Admin may configure commission rules centrally by category, seller, product type, fulfilment model or other permitted commercial dimension.

Commission configuration should have effective dates and should be auditable.

Changes should not silently rewrite historical settlement calculations already finalised.

7. Commission Basis

Commission may be calculated using a configured basis such as eligible product value, order value, item value or another clearly defined commercial basis.

The applicable basis and exclusions should be represented in the seller's commercial configuration.

Shipping, taxes, discounts and refunds must be treated according to the applicable commission rule rather than assumed to be included or excluded.

8. Order-Level and Item-Level Calculation

Where necessary, commission may be calculated at item level and aggregated to the seller sub-order.

Multi-seller carts must keep seller-level financial calculations isolated.

A Master Order may contain multiple seller sub-orders, but one seller must not receive or bear another seller's commission or settlement.

9. Multi-Seller Orders

Customer checkout may contain products from multiple sellers.

Suffle should create one Master Order with separate seller Sub-orders and separate seller financial records.

Each seller's commission and settlement must be calculated only from that seller's eligible items and charges.

10. Seller-Assisted / Manual Orders

Seller-assisted orders use the same commission and settlement system as ordinary marketplace orders.

Manual creation does not exempt the order from commission, payment verification, refund, settlement or financial controls.

Sellers must not create manual orders to bypass applicable marketplace charges.

11. Custom and Personalised Orders

Custom quotations and personalised products remain subject to applicable marketplace commission and settlement rules.

Where the final price is confirmed after seller quotation, the settlement calculation should use the actual verified order value and applicable commercial configuration.

12. Local Delivery and Store Pickup

Local delivery and store pickup orders remain within the central marketplace settlement system.

Any seller-defined delivery charge, pickup charge or shipping amount must be treated according to the configured commercial rules.

Delivery charges do not automatically become seller revenue for settlement purposes unless the applicable configuration provides for that treatment.

13. Marketplace Payment Verification

Seller settlement eligibility must never be based solely on a frontend payment-success message, screenshot, browser redirect or seller assertion.

Payment-dependent orders must have successful server-side verification before they enter a confirmed paid state.

14. Settlement Eligibility

An amount is eligible for seller settlement only after the applicable settlement conditions are satisfied.

Conditions may include verified payment, confirmed order, fulfilment/delivery status, return window or risk controls, applicable refunds/adjustments and any contractual settlement rules.

Settlement eligibility does not necessarily mean the amount has already been transferred to the seller's bank account.

15. Settlement Statuses

Seller financial records may use statuses such as Pending, Eligible, Scheduled, Processing, Paid, On Hold, Adjusted, Reversed, Failed or Cancelled, according to the central settlement workflow.

Statuses must reflect actual financial processing and must not be fabricated.

16. Settlement Timing

Suffle may define settlement cycles, such as periodic settlement after applicable eligibility conditions are satisfied.

The actual settlement schedule may depend on seller terms, order status, returns, disputes, fraud controls, payment reconciliation and banking/payment-provider processing.

No seller should interpret a projected settlement date as a guaranteed bank-credit date unless expressly stated.

17. Seller Bank Details

Sellers must provide accurate settlement/bank information through the authorised seller interface.

Bank details should be access-controlled and protected as sensitive business information.

Sellers should update bank information promptly when it changes and may be subject to verification or additional controls.

18. Bank Account Verification

Suffle may apply verification procedures before enabling or changing seller settlement details.

High-risk changes may require additional verification or temporary settlement holds to reduce fraud and account-takeover risk.

19. Settlement Destination

Settlement should be transferred only to the seller's authorised and verified settlement destination according to Suffle's configured financial process.

Suffle should not redirect seller settlement to an unrelated person or account without appropriate authorisation and verification.

20. Taxes and Statutory Deductions

Applicable taxes, withholding, statutory deductions, invoices or tax documentation may affect the seller's settlement.

The treatment of taxes and deductions should follow the applicable law, seller configuration and commercial documentation.

Sellers remain responsible for their own tax and regulatory obligations unless Suffle expressly assumes a specific obligation.

21. Invoices and Financial Records

Suffle may maintain order invoices, fee records, commission calculations, settlement statements, refund records and payment reconciliation records.

Financial records should be sufficiently detailed to explain the basis of the seller's settlement.

22. Discounts and Promotions

Seller-funded, Suffle-funded or jointly funded promotions may affect the amount used for commission and settlement.

The commercial configuration should specify how discounts, coupons, promotional credits and other reductions are treated.

Sellers should not assume that every discount is borne by Suffle unless the applicable promotion terms say so.

23. Coupons and Credits

Coupons, promotional codes and credits may reduce the customer's payable amount.

The financial system should separately record the discount source and its effect on seller revenue and commission according to the applicable promotion configuration.

24. Refunds and Settlement Adjustments

Customer refunds, cancellations, replacements and chargebacks may reduce or reverse a seller's settlement.

Where a seller has already been settled and a later valid refund becomes payable, Suffle may create a corresponding adjustment or recovery according to the applicable terms.

25. Returns

Returns may affect seller settlement depending on the stage at which the return occurs and the applicable commercial rules.

Commission or fees may be reversed, retained or adjusted only according to the applicable seller terms and configured rules.

26. Chargebacks and Payment Reversals

Payment reversals, chargebacks or other payment-provider adjustments may affect seller settlement.

Suffle may place related settlement amounts on hold or recover amounts where permitted by the seller agreement and applicable law.

27. Failed or Reversed Payments

A failed, expired or unverified payment does not create a payable seller settlement.

If a previously verified payment is later reversed, the associated seller financial record may be adjusted accordingly.

28. Settlement Holds

Suffle may place settlement amounts on hold where reasonably necessary for payment reconciliation, fraud prevention, returns, disputes, compliance review, account security or other legitimate marketplace risk controls.

Any hold should be recorded with an appropriate reason or status.

29. Seller Account Suspension

Seller suspension, termination or compliance restrictions may affect pending settlements where necessary to protect customers, resolve disputes, prevent fraud or comply with law or contractual terms.

Completed and undisputed financial obligations should be handled according to the applicable agreement and law.

30. Negative Balances and Recovery

Where refunds, chargebacks, reversals, corrections or other adjustments exceed amounts currently payable to a seller, the seller's settlement account may show an amount due or negative balance where permitted.

Recovery should be handled transparently and according to the applicable seller terms.

31. Seller Credit

Where Suffle provides Seller Credit for eligible shipping or operational expenses, it is a separate ledger from marketplace customer payments, commission, refunds and seller settlement.

Seller Credit must not be silently netted against unrelated customer payment or settlement records without an explicit configured accounting rule.

32. Settlement Statements

Sellers should have access to settlement information showing, as applicable, order/sub-order reference, gross eligible amount, discounts, taxes, commission, fees, refunds, adjustments, holds and net settlement.

Statements should distinguish amounts paid from amounts merely eligible or pending.

33. Reconciliation

Suffle should reconcile order, payment, refund, commission and settlement records using the central financial ledger.

Payment-provider webhooks and transaction references should be matched to internal records.

Idempotency and duplicate-event protection should prevent duplicate settlements.

34. Duplicate Settlement Prevention

Suffle must not create duplicate seller payouts from repeated payment webhooks, repeated settlement jobs, duplicate order events or manual retries.

Settlement operations should use unique transaction or settlement identifiers and auditable processing states.

35. Settlement Errors

If a seller identifies an apparent settlement discrepancy, the seller should report it through the available support process with the relevant order or settlement reference.

Suffle may investigate order records, payment events, refunds, commission configuration, bank details and settlement logs.

36. Disputes

Commercial disputes between Suffle and a seller may be handled under the seller agreement and grievance process.

Customer disputes that affect a seller's settlement may be reviewed under the applicable order, return, refund and grievance policies.

37. Seller Responsibility

Sellers are responsible for accurate product information, pricing, tax information where applicable, bank details and other information used in settlement calculations.

Sellers must not manipulate order values, refunds, cancellations, delivery statuses or other records to obtain an improper settlement.

38. Fraud and Manipulation

Suffle may investigate unusual order patterns, self-purchases, artificial transactions, refund abuse, collusion, coupon abuse, fake delivery events, payment manipulation or other activity that may distort seller settlement.

Settlement may be held or adjusted where reasonably necessary to investigate suspected abuse.

39. No Guaranteed Settlement

Suffle does not guarantee a particular settlement amount, timing or bank-credit date where it depends on returns, disputes, payment-provider processing, banking systems, fraud controls, taxes or other applicable conditions.

Any estimate shown to a seller should be identified as an estimate unless expressly guaranteed.

40. Confidentiality of Financial Information

Seller settlement statements, bank details, commission terms and financial records are confidential business information and should be accessible only to authorised seller users and Suffle personnel with a legitimate need.

One seller must not be able to access another seller's financial records.

41. AI and Financial Records

Suffle Super AI may summarise settlement statements or answer questions using authorised financial records.

AI must not fabricate commission rates, settlement amounts, payment status, refunds, deductions or bank-credit status.

Where a financial figure is not verified, the AI should identify it as pending, estimated or unavailable.

42. Audit Trail

Commission-rule changes, settlement calculations, manual adjustments, holds, releases, refunds, reversals and payout events should be logged.

Sensitive financial actions should be attributable to an authorised account or administrative role.

43. Super Admin Controls

Super Admin may configure commission schedules, seller fees, settlement cycles, eligibility conditions, hold rules, adjustment rules and other marketplace financial settings.

Administrative financial changes should be access-controlled, versioned and auditable.

Super Admin manual adjustments should require an appropriate reason and audit record.

44. No Unauthorised Manual Payouts

Manual settlement actions must use the central settlement workflow and authorised administrative controls.

An informal bank transfer or external payment must not be treated as an official Suffle settlement without the corresponding central financial record.

45. Third-Party Payment and Banking Dependencies

Payment processing and settlement may depend on Razorpay, banking networks and other financial service providers.

Provider availability, processing delays, verification requirements or failures may affect settlement timing.

Suffle does not control third-party banking infrastructure.

46. Privacy and Data Protection

Seller bank information, financial records and transaction data should be processed according to Suffle's Privacy Policy and Data Security & Protection Policy.

Financial information must not be unnecessarily exposed through public seller storefronts, AI prompts, search results or communications.

47. Retention

Commission, payment, settlement, refund and financial records may be retained for accounting, reconciliation, fraud prevention, disputes, legal compliance and other legitimate purposes.

Retention and deletion are governed by the applicable Privacy Policy and Account Deletion & Data Retention Policy.

48. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Payment Information Policy, Refund & Cancellation Policy, Seller Storefront Terms, Seller-Assisted (Manual) Orders Policy, Local Delivery & Store Pickup Policy, Custom & Personalised Products Policy, Privacy Policy, Data Security & Protection Policy, Grievance Redressal Policy and Account Deletion & Data Retention Policy.

49. Policy Changes

Suffle may update this Policy when marketplace commercial structures, commission schedules, payment systems, settlement processes, legal requirements or operational controls change.

Applicable changes should be communicated or incorporated into seller commercial documentation as required.

50. Legal and Implementation Note

This Policy describes Suffle's intended marketplace commission and seller-settlement framework. Actual rates, fees, tax treatment, settlement cycles, deductions, holds and contractual rights must match the live seller agreement, commercial configuration and applicable Indian law.

This Policy should be reviewed by qualified Indian e-commerce, tax, payment and commercial counsel before launch and after material changes.

Critical Commission & Settlement Rules

·       Marketplace customer payments and seller settlements are separate financial events.

·       Each seller's commission and settlement must be isolated at seller Sub-order level in a multi-seller Master Order.

·       Seller-assisted/manual orders use the same commission and settlement system and cannot bypass marketplace charges.

·       Settlement eligibility requires the applicable conditions, including verified payment and any configured fulfilment, return, dispute and risk conditions.

·       Frontend payment success, screenshots or seller assertions are not sufficient for settlement eligibility.

·       Refunds, chargebacks, reversals and valid adjustments may reduce or reverse seller settlement.

·       Duplicate payment events or settlement jobs must not create duplicate seller payouts.

·       Seller bank details and settlement records must be protected and isolated from other sellers.

·       AI must not fabricate commission, settlement, refund, deduction or bank-credit information.

·       Super Admin manual adjustments must be authorised, reason-coded and auditable.

·       Seller Credit is a separate ledger from customer payment, commission, refund and settlement.

·       Historical finalised settlement calculations must not be silently rewritten by later commission-rule changes.

Seller Settlement Statement – Minimum Information

·       Settlement / payout reference

·       Seller and seller sub-order reference

·       Relevant order/item value

·       Applicable discounts or promotions

·       Taxes or statutory deductions where applicable

·       Commission and other applicable seller fees

·       Refunds, reversals and adjustments

·       Settlement holds, if applicable

·       Net amount eligible/paid

·       Settlement status and processing date

Support / Grievance Contact

Email: info@flyshoppy.com

Grievance Officer: Mr. Roopal Jain, Managing Director

Mobile: 9707669981

Website: www.suffleonline.com

Address: 707, N. T. Road, Nalbari-781435 (Assam), India.

Central Financial Architecture Requirement

Commission and seller settlement must use one central marketplace financial ledger and settlement workflow connected to the Product, Order, Payment, Refund, Fulfilment and Seller systems. No separate payout database, manual-order payout process or seller-specific settlement engine should be introduced.