Shipping and Delivery Policy

1. Service Overview

SellerBuddy is a cloud-based Software-as-a-Service (SaaS) platform that provides digital services for e-commerce order management. We do not ship or deliver physical products. All our services are delivered digitally through our web platform, mobile application, and API integrations.

This policy outlines how our digital services are delivered to users and the timelines associated with different service components.

2. Digital Service Delivery

2.1 Service Components

• Web Dashboard: Immediate access upon registration
• WhatsApp Bot Integration: Setup guidance provided instantly
• OCR Processing: Available within minutes of image upload
• Order Management System: Real-time data processing
• Analytics and Reports: Generated in real-time
• API Access: Credentials provided immediately
• Customer Support: Available through multiple channels

3. Account Activation Timeline

4. Service Delivery Channels

4.1 Primary Access Methods

• Web Platform: https://sellerbuddy.in - Available 24/7
• Mobile App: iOS and Android versions (coming soon)
• API Integration: REST API for developers
• WhatsApp Integration: Business API connectivity
• Email Notifications: Order updates and system alerts

4.2 Communication Delivery

5. Data and File Delivery

5.1 Order Processing

• OCR Results: Available within 10-30 seconds of image upload
• Order Organization: Real-time database updates
• Customer Files: Instantly accessible in dashboard
• ZIP Downloads: Generated on-demand within 1-2 minutes

5.2 Export and Backup Services

• Data Export: CSV/JSON formats available within 5-10 minutes
• Order History: Available for download anytime
• Conversation Backups: Generated within 24 hours of request
• Image Archives: Compressed and delivered via secure link

6. Integration and Setup Services

6.1 WhatsApp Integration

While the platform access is immediate, WhatsApp Business API integration may require additional setup:

• Setup Guide: Provided immediately upon registration
• API Configuration: Guidance available in dashboard
• Testing Phase: Sandbox environment available instantly
• Production Setup: Depends on WhatsApp Business approval (1-5 business days)
• Technical Support: Available throughout setup process

6.2 Custom Integrations

• API Documentation: Available immediately
• SDK Libraries: Downloadable from dashboard
• Sample Code: Provided with account setup
• Developer Support: Available via email and chat

7. Service Availability and Uptime

7.1 Platform Availability

• Target Uptime: 99.9% service availability
• Monitoring: 24/7 system monitoring and alerts
• Maintenance Windows: Scheduled during low-traffic hours (announced 48h prior)
• Backup Systems: Redundant infrastructure for reliability

7.2 Performance Standards

8. Geographic Service Delivery

8.1 Primary Service Regions

• India: Full service availability with local data centers
• APAC Region: Standard service delivery with slight latency
• Global Access: Platform accessible worldwide via internet
• Language Support: Hindi and English interfaces

8.2 Localized Services

• Indian E-commerce Platforms: Specialized support for Meesho and Flipkart
• Local Payment Methods: UPI, NetBanking, and Indian cards
• GST Compliance: Automated tax calculations and invoicing
• Regional Support: Customer service in local time zones

9. Service Interruptions and Contingencies

9.1 Planned Maintenance

• Advance Notice: 48 hours minimum for scheduled maintenance
• Timing: During low-usage hours (typically 2:00 AM - 4:00 AM IST)
• Duration: Usually 1-3 hours maximum
• Communication: Email, in-app notifications, and status page updates

9.2 Unplanned Outages

• Detection: Automatic monitoring alerts within 2-5 minutes
• Response Time: Engineering team notified immediately
• Communication: Status updates every 30 minutes during incidents
• Recovery Target: 99% of issues resolved within 4 hours

10. Customer Support Delivery

10.1 Support Channels

11. Service Level Agreements (SLA)

Compensation for Service Failures

• Extended Downtime: Service credits for outages exceeding 24 hours
• Data Loss: Full refund and recovery assistance (rare occurrence)
• Performance Issues: Credits applied for confirmed slowdowns
• Support Delays: Priority handling for subsequent requests

12. Contact Information

For questions about service delivery or technical issues:

13. Policy Updates

This Shipping and Delivery Policy may be updated to reflect changes in our service delivery methods or infrastructure improvements. Users will be notified of significant changes through email and in-app notifications.

Last Updated: 15 October 2025