E-SHARY Schedule D — Performance Standards
Service levels, seller metrics and the escalation ladder
Version 2.0 · Effective date: 1 September 2026
PART FIVE — SCHEDULE D — PERFORMANCE STANDARDS
Metrics are measured on a rolling thirty-day window. No action is taken until you have completed at least twenty (20) orders in that window. Falling below the warning level triggers a notice in the Seller Center; falling below the suspension threshold triggers the escalation ladder in clause 10.2.
D1. Performance Targets
| Metric | Target | Warning | Suspension |
|---|---|---|---|
| Dispatch within service level | At or above 98% | Below 96% | Below 92% |
| Seller-initiated cancellation rate | At or below 1.0% | Above 2.0% | Above 4.0% |
| Return rate — seller fault | At or below 2.0% | Above 4.0% | Above 7.0% |
| Item-not-as-described claims | At or below 1.0% | Above 1.5% | Above 3.0% |
| Counterfeit incidents | Zero | — | One (immediate review) |
| Average seller rating | At or above 4.3 / 5 | Below 4.1 | Below 3.8 |
| Ticket first-response time | Within 24 hours | Over 36 hours | Over 48 hours |
| Warranty claim resolution | Within 7 days | Over 10 days | Over 14 days |
| Stock accuracy | At or above 98% | Below 96% | Below 93% |
| Valid tracking rate (Self-Ship) | At or above 98% | Below 95% | Below 90% |
D2. Dispatch Service Levels
| Destination | Dispatch deadline |
|---|---|
| Cairo and Giza | Within 24 hours of order confirmation |
| All other governorates | Within 48 hours of order confirmation |
| Orders confirmed on Friday or a public holiday | Clock starts on the next working day |
| Pre-order and made-to-order items | As published on the listing, maximum 14 days |
D3. How Metrics Are Calculated
Dispatch within service level — orders handed to the carrier or scanned at a hub before the deadline, divided by total orders.
Seller-initiated cancellation rate — orders cancelled by you after confirmation, divided by total orders. Customer-initiated cancellations are excluded.
Return rate, seller fault — returns coded as wrong item, not as described, damaged in your packing, defective, expired or missing parts. Change-of-mind returns are excluded.
Stock accuracy — orders fulfilled without an out-of-stock cancellation, divided by total orders.
Valid tracking rate — self-shipped orders with a working tracking number that scans within 48 hours, divided by total self-shipped orders.
D4. Escalation Ladder
| Stage | Trigger | Action |
|---|---|---|
| 1 | Metric below warning level | Notice in the Seller Center with a 14-day improvement window |
| 2 | No improvement after 14 days | Campaign and promotion eligibility withdrawn |
| 3 | Metric below suspension threshold | Search visibility reduced; affected listings suspended |
| 4 | Persistent breach or severe single incident | Seller Account suspended; settlement held |
| 5 | No remediation plan accepted within 30 days | Agreement terminated under clause 18.3 |
At every stage you may submit a remediation plan through the Seller Center. Where accepted, escalation is paused for the agreed period.