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Seller Performance Standards

Effective Date: 8 May 2026 · Version 1.0

This document sets out the performance standards Vyete expects of all shop operators on the platform. Meeting these standards is a condition of continued access to the Vyete marketplace. These standards form part of the Shop Terms & Conditions.

1. Purpose

Vyete's reputation depends on the consistent quality of every shop on the platform. These standards establish clear, measurable expectations so that shops can self-monitor and improve, and so Vyete can apply a transparent and fair framework when addressing underperformance.

2. Key Performance Indicators

Vyete measures shop performance across four categories:

2.1 Order Fulfilment

| Metric | Target | Minimum Standard | |---|---|---| | Order acceptance rate | ≥ 98% | ≥ 95% | | On-time dispatch rate | ≥ 97% | ≥ 93% | | Order completion rate (no cancellations) | ≥ 97% | ≥ 94% | | Stock accuracy (in-stock items successfully fulfilled) | ≥ 99% | ≥ 96% |

2.2 Customer Satisfaction

| Metric | Target | Minimum Standard | |---|---|---| | Average product rating (out of 5) | ≥ 4.3 | ≥ 3.8 | | Average shop rating (out of 5) | ≥ 4.4 | ≥ 4.0 | | Customer complaint rate (complaints per 100 orders) | ≤ 1.5 | ≤ 3.0 | | Resolved complaints within 48 hours | ≥ 90% | ≥ 75% |

2.3 Returns and Refunds

| Metric | Target | Minimum Standard | |---|---|---| | Return rate | ≤ 5% | ≤ 10% | | Return disputes resolved in favour of shop | ≥ 70% | – | | Chargeback rate | ≤ 0.5% | ≤ 1.0% |

2.4 Policy Compliance

| Metric | Target | Minimum Standard | |---|---|---| | Active policy violations | 0 | 0 | | Listing accuracy issues (reported and confirmed) | 0 per quarter | ≤ 2 per quarter | | Response time to Vyete compliance communications | ≤ 2 business days | ≤ 5 business days |

3. Performance Measurement

3.1 Rolling Period

Performance is assessed on a rolling 90-day period unless stated otherwise. This means each metric reflects your most recent 90 days of trading activity, updated daily.

3.2 Minimum Order Volume

Performance standards apply once a shop has completed at least 30 orders in the rolling period. Newly onboarded shops are in a 90-day observation period during which metrics are tracked but no enforcement action is taken.

3.3 Dashboard Visibility

Your live performance metrics are visible at all times in Shop Dashboard → Performance. Metrics are updated within 24 hours of any qualifying event.

4. Performance Tiers

| Tier | Criteria | Benefits | |---|---|---| | Top Rated | All metrics at Target level or above for 90+ days | Top Rated badge, priority search ranking, reduced commission tier consideration | | Standard | All metrics at or above Minimum Standard | Normal platform access | | Needs Improvement | One or more metrics below Minimum Standard | Performance improvement plan, reduced visibility | | At Risk | Multiple metrics below Minimum Standard for 30+ days | Account review initiated |

5. Performance Improvement Process

5.1 Early Warning

When any metric falls below the Target level but remains above the Minimum Standard, Vyete will send an informational notification. No action is required, but the shop is encouraged to review the relevant operational area.

5.2 Performance Improvement Plan (PIP)

When any metric falls below the Minimum Standard, Vyete will issue a Performance Improvement Plan within 5 business days. The PIP will:

  • Identify the specific metrics that are below standard.
  • State the improvement required and the timeframe (typically 30 days).
  • Offer access to Vyete's Seller Support resources and, where available, a dedicated account advisor.

The shop must acknowledge receipt of the PIP within 3 business days.

5.3 PIP Review

At the end of the PIP period, Vyete will assess whether the shop has met the targets set in the PIP:

  • Targets met: PIP closed. Standard account access resumes.
  • Partial improvement: PIP extended for a further 30 days.
  • No improvement: Account review initiated (see Section 6).

6. Account Review and Suspension

6.1 Grounds for Account Review

An account review is initiated when:

  • A PIP is failed (including after an extension).
  • Multiple critical metrics fall below Minimum Standard simultaneously.
  • A serious single-event failure occurs (e.g., mass cancellation of orders without cause, confirmed fraudulent activity).

6.2 Review Process

During an account review:

  • The shop may continue trading unless Vyete determines that continued operation poses a risk to customers.
  • Vyete will complete its review within 15 business days and communicate the outcome in writing.
  • The shop may submit evidence and representations during this period.

6.3 Possible Outcomes

| Outcome | Description | |---|---| | No action | Review finds no grounds for further action | | Remediation plan | Enhanced PIP with stricter targets and monitoring | | Temporary suspension | Listing privileges suspended for up to 90 days | | Category restriction | Removal from specific product categories | | Permanent termination | Account closed; outstanding balance settled per Payout Policy |

7. Exceptional Circumstances

Vyete acknowledges that external factors (natural disasters, supplier failures, regulatory events) may temporarily affect performance. Shops should proactively notify [email protected] before metrics are impacted where possible. Documented exceptional circumstances will be taken into account in performance assessments.

8. Appeals

A shop may appeal any performance-related decision within 14 calendar days of notification by emailing [email protected] with:

  • The account email and shop name.
  • The specific decision being appealed.
  • Supporting evidence or mitigating circumstances.

Appeals are reviewed by a member of the Seller Success team not involved in the original decision, within 10 business days.

9. Contact

Seller performance enquiries: [email protected]

Performance data queries: [email protected]