Suffle Online

Operated by Naucera Travel Private Limited

1. Purpose

This Policy governs orders that a Suffle seller creates or assists with on behalf of a customer who has contacted the seller through WhatsApp, phone, walk-in, social media, email or another permitted channel.

The purpose is to allow assisted commerce while ensuring that manual orders remain within Suffle's central marketplace, payment, fulfilment, return/refund and recordkeeping controls.

2. Scope

This Policy applies to seller-created orders, assisted checkout, payment requests, custom orders and other permitted manual order workflows.

It does not create a separate marketplace or payment system. Manual orders are part of the same central Order System used for ordinary marketplace purchases.

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. What Is a Seller-Assisted Order

A Seller-Assisted Order is an order entered into Suffle by an authorised seller for a customer who has requested assistance rather than completing the marketplace checkout independently.

The order may originate from a conversation or enquiry outside the Suffle storefront, but once created it must use Suffle's central order architecture.

5. Permitted Sources of Customer Enquiry

A customer may contact a seller through WhatsApp, phone, walk-in, social media, email or another legitimate communication channel.

The seller may use the information provided by the customer to prepare an order, subject to applicable privacy, consent and recordkeeping requirements.

6. Seller Authority

Only an authorised seller account or permitted seller user may create an assisted order for that seller.

Seller staff should use individual authorised access where supported and must not share Suffle credentials.

7. Customer Identity and Contact Details

The seller should enter only information reasonably necessary to create and fulfil the order.

Customer name, phone number, email, address and other order information must be accurate where provided.

Sellers must not deliberately enter another person's information without appropriate authority.

8. Product Selection

Assisted orders should use products from the central Product Engine wherever the item is represented as a Suffle marketplace product.

Custom or direct products may be created through the supported central product workflow, subject to product status, seller eligibility and applicable verification requirements.

9. Custom and Personalised Orders

Where a customer requests a customised product, the seller may create an assisted order and attach the customer's approved specifications or customisation files.

Customer-uploaded photographs, artwork, logos and instructions must remain private order/request content and must not automatically become public product media.

The Custom & Personalised Products Policy applies.

10. Custom Price / Quote

Where the final price depends on customisation, quantity, dimensions, materials, delivery requirements or other variable factors, the seller may provide a custom quotation.

The customer must be shown the final applicable product/customisation price and mandatory delivery or other charges before payment.

11. Price Accuracy

Seller-assisted orders must contain the actual price agreed or otherwise lawfully applicable to the transaction.

Sellers must not create false discounts, inflated MRP, misleading charges or undisclosed mandatory fees.

12. Customer Review Before Payment

Before payment, the customer should have an opportunity to review the order details, products, variants, quantities, customisation, price, taxes where applicable, delivery/pickup option, shipping charges and other material terms.

Where the platform provides a customer-facing order/payment page, the seller should direct the customer to that page rather than treating a private message as proof of final acceptance.

13. Payment Request

Sellers may generate a Suffle payment request or supported checkout/payment link for an assisted order.

Payment must be processed through Suffle's central marketplace payment architecture and Razorpay where configured.

Sellers must not substitute an unauthorised personal payment workflow while representing it as a Suffle marketplace payment.

14. Order Confirmation Rule

**Seller order creation is not order confirmation.**

**Seller approval is not order confirmation.**

**Customer agreement is not payment confirmation.**

**Opening a payment page or receiving a frontend success message is not payment confirmation.**

Where payment is required, the order becomes confirmed only after payment is completed and server-side verified.

15. Payment Pending

Before verified payment, the order must remain Payment Pending or another unconfirmed state.

A failed, cancelled, expired or unverified payment must not trigger fulfilment, seller settlement eligibility or an Order Confirmed notification.

16. Payment Verification

Suffle should use server-side verification, payment-provider webhooks, signature verification, idempotency and duplicate-event protection as applicable.

Only verified payment events may update the relevant order/payment state to Paid and Confirmed.

17. No Cash on Delivery

Seller-assisted marketplace orders do not create a separate COD workflow where Suffle's marketplace architecture does not support COD.

Any payment method offered must be one actually enabled by Suffle's central payment system.

18. Seller Cannot Use Own Gateway

A seller must not connect or substitute its own payment gateway for a Suffle marketplace order unless Suffle expressly introduces and supports such functionality.

Marketplace customer payment and seller settlement remain controlled by Suffle's central financial architecture.

19. Fulfilment

After verified payment and order confirmation, the seller may begin fulfilment according to the applicable product and delivery terms.

Seller-assisted orders use the same fulfilment, shipping, local delivery and pickup statuses as ordinary marketplace orders.

20. Local Delivery and Pickup

Eligible assisted orders may use seller-managed Home Delivery, Local Delivery or Customer Pickup.

Serviceability is determined by the central Marketplace Serviceability Engine.

Applicable delivery charges and fulfilment terms must be disclosed before payment.

21. Seller Shipping

Where the seller ships an order using a courier, the seller is responsible for packing, selecting the courier, adding the actual courier/tracking information and updating shipment status.

Suffle does not fabricate tracking information or represent seller-managed courier service as a Suffle-operated courier unless expressly stated.

22. Customer Notifications

Suffle may send transactional notifications for assisted orders, including payment requests, payment confirmation, order confirmation, preparation, shipment, delivery, pickup, cancellation, return and refund events.

Notifications must be based on actual order/payment/fulfilment records.

23. WhatsApp Communication

Sellers may use permitted WhatsApp features to communicate with customers about assisted orders.

WhatsApp messaging must comply with the WhatsApp / Business Messaging Policy, applicable provider requirements, consent/opt-out rules and privacy requirements.

Creating an assisted order does not grant unrestricted permission to send promotional messages.

24. Seller Responsibility for Customer Consent

Sellers are responsible for obtaining any consent or authority required to use customer contact information for the requested order and related communications.

Customer data must not be sold, scraped, transferred or reused for unrelated purposes without an appropriate lawful basis.

25. Order Records

Assisted orders must create a standard central order record containing the applicable customer, seller, products, quantities, price, taxes where applicable, fulfilment method, payment status and other required fields.

The system should identify that the order was seller-assisted without creating a separate manual-order database.

26. Seller Visibility

A seller may view and manage only its own assisted orders and information necessary for fulfilment and support.

A seller must not access another seller's customer or order records.

27. Customer Visibility

Customers should be able to see their assisted order in their Suffle account where the account/order architecture supports this.

The customer-facing record should use the same order history, payment, fulfilment, return and refund views as other marketplace orders.

28. Cancellation

Cancellation of an assisted order follows the same central cancellation rules as other marketplace orders, subject to product status, customisation status, seller terms and applicable law.

Seller creation of the order does not remove the customer's applicable cancellation rights.

29. Custom Order Cancellation

Custom or personalised assisted orders may have restricted cancellation once production begins, subject to applicable consumer rights and the Custom & Personalised Products Policy.

The seller should clearly communicate material cancellation limitations before payment.

30. Returns and Replacement

Returns and replacement for assisted orders use Suffle's central return/replacement workflow.

Wrong, damaged, defective or materially non-conforming products may qualify for an applicable remedy even where ordinary change-of-mind returns are restricted.

31. Refunds

Eligible refunds must be processed through Suffle's central refund/payment system.

Sellers must not falsely tell a customer that a refund has been completed before the system/payment provider confirms it.

Refund timing may depend on Razorpay/payment-provider processing and other applicable circumstances.

32. Seller Settlement

Seller settlement for an assisted order follows the same central commission and settlement rules as other marketplace orders.

Manual order creation does not make a seller immediately entitled to settlement.

Settlement eligibility depends on the applicable verified payment, fulfilment, return/refund and settlement rules.

33. Commission and Fees

Assisted orders remain subject to applicable Suffle marketplace commission, fees, taxes and settlement rules.

Sellers must not bypass commission by creating an order manually and collecting the customer payment outside Suffle while treating the transaction as a Suffle marketplace order.

34. Off-Platform Payment Avoidance

Where a transaction is intended to be a Suffle marketplace order, sellers must not redirect the customer to an unauthorised off-platform payment method for the purpose of avoiding Suffle's payment, commission, refund, security or recordkeeping controls.

35. Seller-Assisted Does Not Mean Seller-Owned Database

Seller-assisted functionality must not create a separate private order database that bypasses Suffle's central records.

The central Order System remains the authoritative marketplace order record.

36. Manual Data Entry and Accuracy

Sellers are responsible for accurately entering customer instructions, product selections, variants, quantities, addresses and other information.

If a seller enters incorrect information, the seller should correct it promptly and communicate any material effect to the customer.

37. Evidence and Communications

Relevant communications, quotations, proofs, order confirmations and uploaded customisation files may be retained or reviewed for fulfilment, dispute, refund, security and legal purposes.

Sellers should not deliberately delete or alter material evidence to misrepresent an order.

38. Fraud and Abuse

Suffle may restrict or investigate assisted orders involving suspected payment fraud, fake orders, refund abuse, commission avoidance, identity misuse, false delivery claims or other marketplace abuse.

Repeated or serious misuse may result in seller restrictions or account suspension.

39. Prohibited Assisted Orders

Assisted orders must not be used for prohibited or restricted products, unlawful goods, counterfeit products, fraudulent services, illegal financial activity, deceptive transactions or other prohibited activity.

Sellers remain responsible for product compliance and truthful order information.

40. Privacy and Security

Customer information used to create an assisted order must be protected through appropriate access controls and security practices.

Sellers must not expose customer phone numbers, addresses, documents, payment information or customisation files to unrelated persons.

Passwords, OTPs, UPI PINs, CVV, ATM PINs and banking passwords must not be entered into order notes or ordinary Suffle records.

41. AI Assistance

Suffle Super AI may assist sellers with order data entry, summaries, product matching, customisation organisation or other permitted tasks.

AI must not invent prices, product availability, payment success, delivery status, customer information or other material facts.

Seller and customer confirmation remain necessary where the platform requires them.

42. Seller Staff and Delegation

A seller may permit authorised staff to create assisted orders within their assigned permissions.

The seller remains responsible for the activity of authorised staff using its account and should promptly remove access for staff who no longer require it.

43. Audit Trail

Important assisted-order actions should be logged, including order creation, edits, quotation changes, payment events, fulfilment updates, cancellations, refunds and relevant administrative actions.

Audit records should be protected against unauthorised modification.

44. Disputes and Grievances

Customers should first use the relevant order support, return/refund or seller communication process.

Unresolved matters may be escalated under Suffle's Grievance Redressal Policy.

Relevant order records and evidence may be reviewed during investigation.

45. Third-Party Communication Channels

Where a customer contacts a seller through WhatsApp, phone, social media or another external channel, Suffle cannot guarantee the security, retention or availability of that external communication channel.

Once order information is entered into Suffle, Suffle's applicable security, privacy and retention controls apply to the Suffle record.

46. No Guaranteed External Communication

Suffle does not guarantee that a seller's external WhatsApp, phone, social-media or email communication will be delivered or retained.

Seller-assisted order status within Suffle must rely on actual Suffle records rather than unverified external claims.

47. Account and Seller Status

Only approved and active sellers may create marketplace assisted orders where seller approval is required.

Suspended, rejected or otherwise ineligible sellers may have assisted-order creation restricted.

48. Relationship with Other Policies

This Policy should be read with the Terms & Conditions, Payment Information Policy, Refund & Cancellation Policy, Custom & Personalised Products Policy, Local Delivery & Store Pickup Policy, WhatsApp / Business Messaging Policy, Privacy Policy, Data Security & Protection Policy, Seller Storefront Terms, Commission & Seller Settlement Policy and Grievance Redressal Policy.

49. Policy Changes

Suffle may update this Policy as seller workflows, payment systems, marketplace features, communication tools, legal requirements or operational controls change.

50. Legal and Implementation Note

This Policy describes Suffle's intended seller-assisted order framework. Actual seller permissions, payment methods, fees, cancellation rights, fulfilment options and data practices must match the live platform and applicable Indian law.

The policy and implementation should be reviewed by qualified Indian e-commerce, consumer, privacy and payment counsel before launch and after material regulatory or product changes.

Critical Seller-Assisted Order Rules

·       Seller-assisted order creation is not order confirmation.

·       Seller approval, customer agreement, quotation acceptance or opening a payment page is not payment confirmation.

·       Where payment is required, Order Confirmed and Paid occur only after successful server-side payment verification.

·       Assisted orders must use Suffle's central Product, Order, Payment, Fulfilment, Return/Refund and Settlement systems.

·       Manual orders must not create a separate order database or bypass marketplace commission, payment or security controls.

·       Final product/customisation price and mandatory delivery charges must be disclosed before payment.

·       Customer customisation files are private order/request content and must not automatically become public product media.

·       Sellers must not use assisted orders to collect unauthorised off-platform payments or evade Suffle controls.

·       Seller/customer data must remain access-controlled and isolated.

·       AI may assist with order processing but must not fabricate material order, payment, price or fulfilment information.

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 Architecture Requirement

Seller-assisted orders must extend the existing marketplace architecture rather than create duplicate systems. The same Product Engine, Order System, Payment System, Serviceability Engine, Fulfilment/Shipping System, Tracking Engine, Notification Center, Refund System, Commission/Settlement System, Document System and Grievance System should govern assisted and ordinary marketplace orders.