SELLER PERFORMANCE STANDARDS POLICY

Effective Date: January 1, 2026 | Last Revised: May 12, 2026 | Version 1.1

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Metrics
ODR
Late Ship
Response Time
Reviews
Thresholds
Appeals
About this SELLER PERFORMANCE STANDARDS POLICY. This Policy covers the rules, obligations, and rights that apply to this policy on the Upmos marketplace. Read the full text below; by using our Services you agree to comply with it.

In Plain English (Non-Binding Summary)

Sellers must meet measurable performance targets on order defect rate, late shipment rate, response time, and review quality. Performance is reported weekly and reviewed on a rolling 90-day window. Falling below threshold triggers warning → restriction → suspension in escalating stages, with appeals available at each stage.

This summary is informational. The full Policy controls in case of any conflict.

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Table of Contents

  1. Overview
  2. Core Performance Metrics
  3. Order Defect Rate — Detail
  4. Late Shipment Rate — Detail
  5. Pre-Fulfillment Cancellation Rate
  6. Valid Tracking Rate
  7. On-Time Delivery Rate
  8. Customer Response Time
  9. Review Rating Standard
  10. Performance Thresholds Summary
  11. Account Actions
  12. Performance Improvement Plans
  13. Appeals
  14. How Can You Contact Us About This Policy?
  15. Version History

Overview

This Policy defines the operational standards every seller on the Upmos marketplace must meet to preserve buyer trust and fair-marketplace integrity. Standards are measured automatically from order and message data and are reviewed on a rolling 90-day window.

Core Performance Metrics

  • Order Defect Rate (ODR) — the share of orders with a negative review, A-to-Z claim, or credit-card chargeback.
  • Late Shipment Rate — the share of orders that ship after the promised handling-time deadline.
  • Pre-Fulfillment Cancellation Rate — the share of orders cancelled by the seller before shipment.
  • Valid Tracking Rate — the share of shipped orders with a verified, scannable carrier tracking number.
  • On-Time Delivery Rate — the share of orders delivered by the carrier promise date.
  • Customer Response Time — median time-to-first-reply on buyer messages.
  • Review Rating — weighted average star rating across all reviews in the window.

Order Defect Rate — Detail

ODR is the share of orders that, within the rolling window, received any of:

  • A 1- or 2-star buyer review.
  • An A-to-Z Buyer Guarantee claim approved against the seller.
  • A credit-card chargeback (regardless of merits) on the order.

Target: ODR < 1%. ODR > 2% triggers a warning; ODR > 4% triggers restriction.

Late Shipment Rate — Detail

An order is “late” if the carrier-confirmed ship event occurs after the latest handling-time deadline you set on the listing.

Target: Late Shipment Rate < 4%. Rates > 4% trigger warning; > 8% trigger restriction.

Pre-Fulfillment Cancellation Rate

Seller-initiated cancellations (out of stock, mispriced, unable to ship) are tracked separately. Target: < 2.5%. Buyer-initiated cancellations do not count against the seller.

Valid Tracking Rate

Every shipped order must include a tracking number issued by a recognized carrier (UPS, USPS, FedEx, DHL, Canada Post, Royal Mail, etc.). Target: >= 95%. Sellers with tracking rate < 90% have payouts placed on hold pending resolution.

On-Time Delivery Rate

An order is “on-time” if the carrier-scanned delivery event occurs on or before the customer-facing promised delivery date. Target: >= 92%. Considers carrier-side delays when adjudicated.

Customer Response Time

Time from buyer first message to seller first reply, calculated on the median across the rolling window. Target: <= 24 hours, including weekends. Sellers in time zones beyond UTC+/-6 of the U.S. may apply for a 48-hour standard.

Review Rating Standard

Weighted average rating across all reviews in the rolling 90-day window. Target: >= 4.0 stars. Rating < 3.5 triggers review; sustained < 3.0 triggers restriction.

Performance Thresholds Summary

Metric Target Warning Restriction
Order Defect Rate < 1% 2% 4%
Late Shipment Rate < 4% 4-8% > 8%
Cancellation Rate < 2.5% 2.5-5% > 5%
Valid Tracking >= 95% 90-94% < 90%
On-Time Delivery >= 92% 85-91% < 85%
Response Time <= 24h 24-48h > 48h
Review Rating >= 4.0 3.5-3.9 < 3.0

Account Actions

  1. Warning — email notification, 30 days to improve.
  2. Restriction — new listings paused, existing listings remain live; payouts continue on a 14-day delay.
  3. Suspension — all listings deactivated; payouts withheld pending resolution.
  4. Termination — account closed; outstanding balances paid out after 90-day reserve.

Performance Improvement Plans

Sellers placed under warning or restriction may submit a Performance Improvement Plan (PIP) outlining corrective actions and target dates. PIPs are reviewed within 5 business days; an approved PIP pauses further escalation for the duration of the plan (typically 30-60 days).

Appeals

Any account action may be appealed within 30 days by submitting evidence to appeals@upmos.com. Common grounds for successful appeals include carrier-attributable late shipments, retracted negative reviews, and chargebacks reversed in the seller’s favor.

How Can You Contact Us About This Policy?

If you have any further questions or comments or wish to report any problematic Content or Contribution, you may contact us by:

General Contact

Department Directory

Department Email Purpose
General Support support@upmos.com Account help, general inquiries
Legal legal@upmos.com Legal questions, appeals, terms inquiries
DMCA / Copyright dmca@upmos.com Copyright infringement notices & counter-notices
Privacy privacy@upmos.com Data requests, CCPA/GDPR inquiries
Fraud fraud@upmos.com Report fraudulent activity (24/7)
Security security@upmos.com Vulnerability reports, bug bounty
Disputes disputes@upmos.com Transaction & seller disputes
Refunds refunds@upmos.com Refund requests & status
Accessibility accessibility@upmos.com Accessibility issues & feedback

Mailing Address

Upmos Inc.
9896 Bissonnet St
Houston, TX 77036
United States

Governing Law & Jurisdiction

This Policy is governed by and construed in accordance with the laws of the State of Texas, United States of America, without regard to its conflict-of-law provisions. Any dispute arising out of or relating to this Policy that cannot be resolved through our internal process shall be submitted to binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, with proceedings conducted in Houston, Harris County, Texas. You and Upmos each waive the right to a jury trial and the right to participate in any class-action or collective proceeding.

If arbitration is found unenforceable or inapplicable to a particular claim, you agree that any legal action shall be brought exclusively in the state or federal courts located in Harris County, Texas, and you irrevocably consent to the personal jurisdiction of those courts.

If any provision of this Policy is held invalid or unenforceable, the remaining provisions continue in full force. Our failure to enforce any right or provision shall not constitute a waiver. This Policy, together with our Terms of Use, constitutes the entire agreement between you and Upmos with respect to the subject matter herein.

Version History

Material revisions to this Policy are tracked below. Minor typographical fixes are not separately enumerated.

Version Date Changes
v1.1 May 12, 2026 Restored chip navigation and the “In Plain English” non-binding summary box; rebuilt the jump-bar into three categorized columns (Overview / Coverage & Rules / Resolution & Help) and removed its sticky positioning; readability hardening for both light and dark mode so that strong/emphasis text, table cells, and contact-section labels remain legible regardless of the active theme.
v1.0 May 11, 2026 Initial publication under the Upmos Gold Standard policy format with full accessibility chrome, JSON-LD schema, dark mode, reading progress bar, two-column TOC, jump-bar, and Department Directory contact table.