Hi Seller,

Good day!

Order Management Policy Violation means you violate the Package not Ready Policy. You tagged parcels as Ready to Ship in Seller Center however, it was tagged as not ready for handover during at least 1 pickup attempt and was confirmed and duly signed by your shop as Package Not Ready in the Electronic Proof of Delivery (EPOD).

Before signing any ePOD or electronic proof of delivery, make sure review the summary first and verify the number of parcels picked up, number of parcels that failed to be picked up, and the reason for failure. It is important that you confirm these numbers and ask the driver to change it if you do not agree with the reasons.

In regards with your concern about violation points, it will be refreshed after a year. For us not to receive further points, Please ensure stock levels in Seller Center is accurate and consistent with physical stock levels.

Follow the correct procedure of fulfilling orders:

1. Print the Airway bill and Picklist from Seller Center

2. Pick your products from your shelves

3. Pack your products to the right orders and attach the tracking number

4. Click Ready to Ship to inform the logistic team that you’re ready to handover

5. Handover your package to the courier and ensure that it has been successfully scanned

6. Review the final summary in the Electronic Proof of Delivery as shown by the driver before signing. Parcels marked as ‘Package Not Ready’ will contribute to your High PNR %. DO NOT SIGN THE EPOD WITHOUT REVIEWING THE SUMMARY AND BREAKDOWN OF FAILED PICKUP FIRST. If you receive an ePOD Summary that you do not agree with, please dispute immediately with Partner Support.

If you are tagged po as a Pick Up seller, refrain from Dropping Off your parcels. Orders that are set to Ready to Ship po will automatically be communicated to our couriers. If these orders are dropped off, then they will be tagged as Package Not Ready if couriers arrive afterwards to find that these parcels are not available for pickup.

If you receive Non-Compliance Points due to PNR, you can check on the Policy Compliance page on ASC to file your appeal. See the full list of your Non-Compliance Points and click the Appeal button on the violation you wish to appeal. Please provide as much detail and evidence that the points were issued to you incorrectly. Examples of proofs that can be provided are photos that the parcels were already ready for handover (try to show date if possible), photo that the trucks were full, screenshot that dispute form was already sent, etc.

Please take note that the window to file appeals for PNR Non-Compliance Points is up to 2 weeks from the NCP execution date.

Hope this helps po. HAPPY SELLING!

Policy Compliance page on ASC to file your appeal