Effective Date: October 15, 2026 Version: 1.0 Applies to: All Sellers who offer products or services through the Platform.
Article 1: Introduction and Scope
1.1 This document states the measurable service duties of a Seller: the acts the Seller shall perform, the periods within which the Seller shall perform them, and the rates the Seller shall maintain. It implements the Selling Terms of Service for performance measurement.
1.2 If a provision of this document conflicts with the Terms of Use, this document controls for the subject it governs. If a provision of this document conflicts with the terms of a program in which the Seller participates, the program terms control for that program. Policies and help pages explain this document; they do not amend it, and in any conflict this document prevails.
Article 2: Definitions
2.1 The definitions in the Terms of Use and the Selling Terms of Service are incorporated into this document. The following additional definitions apply (a) Acknowledgement Window: the period within which the Seller shall acknowledge an Order after placement.
(b) Carrier Handoff: the moment a shipment is scanned into the carrier's network, evidenced by the first carrier tracking event.
(c) Delivery Promise: the transit-time commitment published on a listing, in business days from Carrier Handoff.
(d) Handling Time: the time published on a listing within which the Seller shall hand the shipment to the carrier.
(e) Inspection Window: the period within which the Seller shall inspect a received return.
(f) Resolution Window: the period within which the Seller shall initiate a refund or replacement after inspection.
(g) Response Window: the period within which the Seller shall respond to a Buyer message, a return request, or a dispute.
(h) Rolling Period: a trailing measurement window. Unless a requirement states otherwise, measurement uses a trailing 60-day Rolling Period. For a Seller in the first 90 days of active selling, measurement uses a trailing 30-day Rolling Period with the new-seller thresholds published in Seller Center.
2.2 "Business days" means Monday through Friday excluding United States federal holidays. "Calendar days" includes weekends and holidays. Handling Time is measured to Carrier Handoff, which is a physical event and does not pause for weekends.
Article 3: How Measurement Works
3.1 Each requirement in this document states a duty and, where the source standard provides a figure, the service level and the warning and failure thresholds for that duty. Breach of a service level without crossing a warning threshold is recorded and does not by itself trigger enforcement. Crossing a warning threshold triggers a performance notification. Crossing a failure threshold triggers enforcement under the Seller Enforcement Policy.
3.2 The Company shall state, in a performance notification, the measure concerned, the Seller's current value, the service level, and the failure threshold. The Seller may challenge a measurement as inaccurate under the Dispute Standards; a challenge to the measurement is distinct from an appeal of an enforcement measure under the Appeals Policy.
3.3 The Seller shall keep the records that prove performance: order, shipment, tracking, message, return, and refund records: and shall produce them on request in accordance with the Selling Terms of Service.
Article 4: Onboarding and Listing Duties
4.1 Onboarding. The Seller shall: (a) submit required verification tasks within 14 calendar days after account creation, with a warning at 10 days; (b) respond to a verification information request within 5 business days, with a warning at 3 days; and (c) accept required policies before the first listing. The Company's corresponding duties are to review a verification task within 3 business days, to notify rejection with reasons within 1 business day of decision, and to grant or deny final onboarding within 10 business days of complete submission.
4.2 Listings. The Seller shall: (a) correct a listing inaccuracy within 24 hours after notice, with a warning at 12 hours; (b) respond to a listing quality flag within 5 business days, with a warning at 3 days; (c) maintain a listing quality score above 80 out of 100, with a warning at 85; (d) maintain attribute completeness above 90%, with a warning at 95%; and (e) maintain image compliance above 95%, with a warning at 98%. The Seller shall correct a suppressed listing within 5 business days after notice.
Article 5: Inventory and Fulfillment
5.1 Inventory. The Seller shall maintain stock accuracy of at least 98%, with a warning at 99%, and shall maintain a cancel rate due to out-of-stock at or below 2.5%, with a warning at 2%.
5.2 Order acknowledgement and handoff. The Seller shall: (a) acknowledge a standard Order within 24 hours, with a warning at 12 hours; (b) acknowledge a peak-season Order within 12 hours, with a warning at 6 hours; (c) hand each shipment to the carrier within the published Handling Time, with an on-time service level of 100%, a warning at 98%, and a failure threshold at 95%; (d) maintain a Late Shipment Rate at or below 4%, with a warning at 3%; and (e) maintain a pre-fulfillment cancel rate at or below 2.5%, with a warning at 2%.
5.3 Tracking and delivery. The Seller shall: (a) provide a valid tracking number on every shipment, with a service level of 100%, a warning at 99%, and a failure threshold at 98%; (b) achieve a first carrier scan within 24 hours of label creation for at least 98% of shipments, with a warning at 96% and a failure threshold at 94%; (c) update tracking events in Seller Center within 4 hours of the carrier event, with a warning at 2 hours; and (d) maintain an on-time delivery rate against the Delivery Promise of at least 95%, with a warning at 93% and a failure threshold at 90%.
5.4 Handling Time runs from Order placement to Carrier Handoff, not to label purchase. A label created before handoff does not establish timely shipment.
Article 6: Order Outcomes
6.1 The Seller shall maintain: (a) an Order Defect Rate at or below 1%, with a warning at 0.8%; (b) an item-not-received rate at or below 1.5%, with a warning at 1.2%; (c) a negative feedback rate at or below 2%, with a warning at 1.5%; (d) a claim rate under the Buyer Protection Program at or below 1%, with a warning at 0.8%; and (e) an average seller rating of at least 4.3 out of 5, with a warning at 4.5.
6.2 Order Defect Rate counts Orders with a defect: a return for damage or defect, a lost claim under the Buyer Protection Program, or a 1–2 star rating tied to an Order: divided by total Orders in the Rolling Period. Component rates in Clause 6.1 apply separately, so a defect in one component is not concealed by performance in another.
Article 7: Communication
7.1 The Seller shall: (a) respond to a Buyer message received during the Seller's published business hours within 24 hours, with a warning at 12 hours; (b) respond to a Buyer message received outside business hours within 48 hours, with a warning at 36 hours; and (c) maintain a response rate across the Rolling Period of at least 95%, with a warning at 92% and a failure threshold at 90%.
7.2 "Business hours" means the business hours the Seller publishes in Seller Center. If the Seller publishes no business hours, the 24-hour period in Clause 7.1(a) applies at all times. A first reply establishes response for timing; abandonment of a thread after a first reply is measured through return, dispute, and outcome rates.
Article 8: Returns and Refunds
8.1 The Seller shall: (a) respond to a return request within 2 business days, with a warning at 1 day; (b) provide a return label after approval within 1 business day, with a warning on the same day; (c) confirm receipt after carrier delivery within 2 business days, with a warning at 1 day; (d) inspect the returned Product within 2 business days of receipt, with a warning at 1 day; (e) initiate a refund after inspection within 2 business days, with a warning at 1 day; (f) achieve receipt of the refund by the Buyer's original payment method within 10 business days of initiation, with a warning at 7 days; and (g) maintain refund processing accuracy of at least 99.5%, with a warning at 99% and a failure threshold at 98%.
8.2 The procedure that these periods govern is stated in the Return and Refund Policy: Sellers (Return and Refund Policy — Sellers).
Article 9: Disputes, Appeals, and Chargebacks: Timing
9.1 A Buyer may open a dispute within 30 calendar days of the triggering event. The Seller shall respond to a dispute within 3 business days, with a warning at 2 days. The Company shall review a dispute after complete evidence within 7 calendar days, with a warning at 5 days.
9.2 The Seller shall file an appeal after an enforcement action within 30 calendar days. The Company shall acknowledge an appeal within 2 business days, shall issue an appeal decision within 14 calendar days, and shall decide an appeal supported by invoice evidence within 21 calendar days. Appeal substance and procedure are governed by the Appeals Policy.
9.3 The Seller shall respond to a chargeback with evidence within 7 calendar days of notice, with a warning at 5 days. The Company shall submit evidence to the processor within 2 business days after receipt of the Seller's evidence.
Article 10: Payment and Payout Timing
10.1 Disbursement timing, Holds, and Reserves are governed by the Payment Services Terms and the Final Settlement and Payout Policy. Performance timing for disbursement is as follows: (a) the standard payout cycle is weekly, on the day published in Seller Center; (b) the Company shall initiate a payout within 1 business day after cycle close; and (c) a payout shall reach the Seller's bank within 3 business days after initiation, with a warning at 2 days.
10.2 Statements. The Company shall make a statement available within 3 business days after cycle close and shall maintain statement accuracy of at least 99.9%. The Company shall resolve a statement dispute within 10 business days. Tax documents and W-9 collection timing are governed by the Tax Identity and 1099 Reporting Policy; a W-9 shall be collected before the first payout and a Form 1099-K shall be issued to an eligible Seller by the applicable IRS deadline.
Article 11: Exclusions, Exemptions, and Remediation
11.1 The following are excluded from measurement: force majeure events; delays caused by the Company or by a fulfillment facility operated by the Company; carrier-caused delays where the Seller handed off on time; an incorrect Buyer address; verified payment-processor outages; and approved exemptions. An exclusion for a carrier delay is not automatic: the Seller shall produce the handoff timestamp proving timely Carrier Handoff.
11.2 The Seller may request an exemption where a category has regulatory handling requirements, where a region suffers recurring carrier disruption, or where the Seller is in a probationary improvement period under an approved remediation plan. An exemption modifies the service level, warning threshold, failure threshold, or a combination of them for a stated duration; an exemption does not delete a requirement.
11.3 Force majeure suspends the affected duty for the duration of the event. The Seller shall notify the Company of the event and its expected duration; failure to give that notice is a missed requirement, not force majeure.
11.4 Crossing a warning threshold triggers a performance notification stating the measure, the current value, the service level, the failure threshold, and the remediation window. Crossing a failure threshold requires a remediation plan within the period stated in the notice. The plan shall state root cause, corrective steps, timeline, the measures the Seller shall monitor, and the Seller's commitment. Failure to submit or to meet a remediation plan is a ground for enforcement under the Seller Enforcement Policy.
Article 12: Liability
12.1 Exclusion of certain damages. To the fullest extent permitted by law, neither party is liable to the other for indirect, incidental, special, punitive, or consequential damages, or for lost profits, lost revenue, or loss of goodwill, arising out of or relating to this document, even if the party has been advised of the possibility of those damages.
12.2 Cap. To the fullest extent permitted by law, the Company's total liability arising out of or relating to this document shall not exceed the greater of (a) the amounts the Seller paid to the Company under this document in the twelve months before the event giving rise to the claim, or (b) one hundred dollars ($100).
12.3 Carve-outs. This Article does not limit (a) a party's indemnification obligations under this document; (b) liability for fraud or willful misconduct; (c) amounts the Seller owes for Orders, fees, chargebacks, or refunds under this document; or (d) liability that cannot be limited under applicable law.
12.4 Essential purpose. The parties agree that this Article allocates risk between them, that it is an essential part of the basis of their bargain, and that it applies even if a limited remedy fails of its essential purpose.
Article 13: Indemnification
13.1 Duty. The Seller shall indemnify, defend, and hold harmless the Company and its members, managers, employees, and agents from and against every claim, demand, action, loss, liability, judgment, settlement, cost, and expense (including reasonable attorneys' fees) arising out of or relating to: (a) the Seller's breach of this document; (b) the Seller's Products, Services, listings, or User Content, including product liability claims; (c) infringement or alleged infringement of intellectual property or other rights by the Seller's Products, listings, or User Content; (d) a product recall of the Seller's Products, including recall costs; (e) the Seller's violation of any law or of the rights of any person; and (f) taxes for which the Seller is responsible under this document.
13.2 Procedure. The Company shall give prompt written notice of a claim under this Article. The Seller shall control the defense with counsel reasonably acceptable to the Company. The Company may participate in the defense at its own expense. The Seller shall not settle a claim in a manner that imposes any obligation or restriction on the Company, or that does not release the Company fully, without the Company's prior written consent.
13.3 Survival. This Article survives the termination of this document.
Article 14: Enforcement and Appeals
14.1 Investigation. The Company may investigate any suspected violation of this document. The Seller shall cooperate with an investigation and shall produce the records this document requires the Seller to keep.
14.2 Notice. If the Company determines that the Seller has violated this document, the Company shall give written notice stating the provision violated and the facts relied on, except where notice would compromise an investigation of fraud, a safety risk, or a legal obligation.
14.3 Opportunity to cure. Where a violation is capable of cure, the Seller has ten (10) business days from notice to cure it and to confirm the cure in writing. No cure period applies to fraud, counterfeiting, a risk to the safety of a person or an animal, unlawful conduct, or a violation that by its nature cannot be cured.
14.4 Measures. If a violation is established and is not cured within the period allowed, the Company may, proportionate to the violation: (a) issue a written warning; (b) remove or suppress a listing or content; (c) cancel an Order or a booking; (d) suspend the Account or a program participation, in whole or in part; (e) terminate the Selling Terms of Service and the Account; and (f) exercise any other right or remedy available under this document or at law. The Company may hold disbursements to the Seller while an investigation under this Article is pending, and shall release amounts not required to satisfy the Seller's obligations when the investigation closes.
14.5 Appeal. The Seller may appeal a measure under this Article by written notice to legal@aapawz.com within thirty (30) days of the measure, stating the grounds and attaching the records relied on. The appeal is decided by a person who did not make the original decision. The Company's decision on appeal is final. A measure remains in effect during an appeal unless the Company directs otherwise in writing.
14.6 No waiver by delay. The Company's delay in acting on a violation is not a waiver of the violation or of any later violation of the same kind.
Article 15: Term and Termination
15.1 Term. This document takes effect when the Seller is accepted to sell through the Platform and continues until terminated under this Article.
15.2 Termination by the Company. The Company may terminate this document and the Account on thirty (30) days' written notice for any reason, and immediately on written notice if the Seller materially breaches this document, engages in fraud, or becomes ineligible to participate.
15.3 Termination by the Seller. The Seller may terminate this document on thirty (30) days' written notice to support@aapawz.com, provided the Seller has no Order, booking, or investigation outstanding. Termination of this document alone does not terminate the Selling Terms of Service.
15.4 Effect of termination. On termination: (a) the rights granted under this document end; (b) obligations that arose before termination: including payment, refund, chargeback, record-keeping, and indemnification obligations: survive until satisfied; and (c) the Company shall disburse amounts owed, less amounts the Company may set off under the Selling Terms of Service, within thirty (30) days, except amounts held in connection with an open investigation or dispute.
15.5 Survival. The Definitions, Liability, Indemnification, Enforcement and Appeals (for measures taken before termination), Dispute Resolution, and General Provisions Articles survive termination.
Article 16: Dispute Resolution
16.1 Any dispute arising out of or relating to this document, or to the relationship it governs, is governed by the Dispute Resolution Policy, which is incorporated into this document by reference.
Article 17: General Provisions
17.1 Amendments. The Company may amend this document by posting the amended document in the Document Center and giving notice to the Seller at the email address in the Account. An amendment that materially increases the Seller's fees or obligations takes effect thirty (30) days after notice; other amendments take effect on posting. Continued use of the Platform after the effective date of an amendment is acceptance of it. If the Seller does not accept an amendment, the Seller's remedy is to terminate under Article 15 before the amendment takes effect.
17.2 Notices. Legal notices under this document shall be sent to legal@aapawz.com. Operational notices and all other communications shall be sent to support@aapawz.com. A notice to the Company is effective when the Company acknowledges receipt or, for email, one business day after sending, whichever is earlier. Notices to the Seller are effective when sent to the email address in the Account or posted to the Account's notice facility in the portal, whichever occurs first. The Seller shall keep the email address in the Account current. DMCA notices are given as provided in the DMCA and Copyright Policy, to the designated agent at legal@aapawz.com.
17.3 Governing law. This document is governed by the laws of the State of Tennessee, without regard to its conflict-of-laws rules. Subject to the Dispute Resolution Policy, any proceeding arising out of this document shall be brought in the state or federal courts located in Shelby County, Tennessee, and the parties consent to personal jurisdiction there.
17.4 Severability. If any provision of this document is held unenforceable, the provision shall be enforced to the fullest extent permitted, and the remaining provisions continue in full effect.
17.5 Entire agreement. This document, together with the documents it incorporates by reference, is the entire agreement between the Company and the Seller for the subject it governs and supersedes every prior or contemporaneous statement, communication, or agreement on that subject, whether written or oral.
17.6 Assignment. The Seller shall not assign this document or any right or obligation under it without the Company's prior written consent, and an assignment without consent is void. The Company may assign this document to an affiliate or in connection with a sale of all or part of its business, on notice to the Seller.
17.7 Waiver. A waiver of any provision of this document is effective only in writing and only for the instance stated. No waiver is a waiver of any other provision or instance.
17.8 Interpretation. Headings are for convenience only. "Including" means "including without limitation." This document shall not be construed against a party as its drafter. The English-language text controls over any translation.
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