E-SHARY Schedule B — Penalty Matrix
Violations, penalty amounts, escalation and appeals
Version 2.0 · Effective date: 1 September 2026
PART THREE — SCHEDULE B — PENALTY MATRIX
Penalties are debited automatically from your next weekly statement under clause 10.3. They are compensatory for the operational, refund and reputational cost incurred, and are in addition to any refund or compensation payable to the Customer. You may appeal in writing within seven (7) days through the Seller Center; we respond within five (5) working days.
B1. Penalty Matrix
Occurrences are counted on a rolling twelve-month window. Escalation resets after twelve months without a further occurrence of the same violation.
| Violation | First occurrence | Second | Third or persistent |
|---|---|---|---|
| Counterfeit product listed or sold | EGP 50,000 plus listing and inventory removal | EGP 200,000 plus account suspension | Termination and inventory confiscation |
| Wrong item shipped | EGP 250 plus full refund cost | EGP 500 | Listing suspension, 14 days |
| Item not as described | EGP 250 | EGP 500 | Listing suspension, 14 days |
| Used, expired, pre-activated or damaged item shipped | EGP 500 | EGP 1,000 | Account suspension |
| Missing parts or incomplete order | EGP 200 | EGP 400 | Listing suspension |
| Late dispatch beyond service level | EGP 50 per order | EGP 100 per order | Search visibility reduced, 30 days |
| Seller-initiated cancellation | Commission equivalent plus EGP 100 | Plus EGP 250 | Account review |
| Prohibited product listed | Removal plus EGP 2,000 | EGP 5,000 | Termination |
| Restricted product without approval | Removal plus EGP 1,000 | EGP 2,500 | Suspension |
| Off-platform diversion (contact details, inserts, QR codes) | Warning plus EGP 1,000 | EGP 5,000 | Termination |
| Fake, incentivised or manipulated reviews | EGP 5,000 | EGP 15,000 | Termination |
| Stock inaccuracy causing cancellation | Warning | EGP 500 | Visibility restriction |
| Misuse of Customer personal data | EGP 25,000 plus suspension | Termination and referral to the Data Protection Centre | — |
| Failure to provide supply-chain documents on request | EGP 2,000 | Listing suspension | Account suspension |
B2. How Penalties Are Applied
Penalties appear as a separate line on your weekly statement, with the order reference and violation type.
You are not required to pay in cash. The amount is deducted from Net Proceeds. Where Net Proceeds are insufficient, the balance carries forward as a debt and may be charged to your registered payment instrument under clause 8.5.
A penalty does not replace the Customer refund. Where a Customer is refunded because of your error, both the refund and the penalty are recovered from you.
Where a single incident breaches more than one row of the matrix, the higher penalty applies, not both.
Penalties are not applied where the incident is attributable to our fulfilment centre, our carrier, or a Platform error.
B3. Appeals
Submit an appeal through the Seller Center within seven (7) days of the penalty appearing on your statement, attaching evidence such as dispatch proof, photographs of the packed item, supplier invoices or authenticity documentation. We will respond within five (5) working days. Where an appeal succeeds, the penalty is reversed on the following statement. Our decision is final at platform level, without prejudice to your rights under clause 20 of the Seller Terms and Conditions.