Seller Policies
Last updated: March 2026
By selling on TotalStore you agree to the following policies
Contents
1. Product Listing Policy
- 1All product listings must accurately represent the item being sold. Misleading titles, descriptions, or images are strictly prohibited.
- 2Products must belong to an approved category. Counterfeit, stolen, hazardous, or illegal goods are banned and will result in immediate account suspension.
- 3Sellers must clearly indicate whether a product is new, refurbished, or used.
- 4Product images must be clear, high-quality, and must match the actual item. Stock images from the internet without proper rights are not allowed.
- 5All prices must be listed in the applicable local currency (UGX, KES, NGN, GHS, etc.) inclusive of VAT where applicable.
2. Order Fulfilment Policy
- 1Sellers must confirm and package orders within 24 hours of receiving a new order notification.
- 2Orders must be ready for rider pickup within the agreed handover window. Late handovers negatively affect your seller score.
- 3If you cannot fulfil an order due to stock issues, you must cancel with adequate notice. Excessive cancellations (over 5% monthly) may result in account restrictions.
- 4All items must be securely packaged to prevent damage during transit. TotalStore is not liable for damage caused by poor packaging.
3. Pricing Policy
- 1Prices must be competitive and must not include artificially inflated "original" prices to create false discount impressions.
- 2Sellers may not list items at prices that violate price control regulations in your jurisdiction.
- 3Price gouging during national emergencies, holidays, or periods of high demand is strictly prohibited.
- 4TotalStore reserves the right to remove listings with prices deemed unreasonably high or low.
4. Seller–Buyer Communication
- 1All communication with buyers must take place through TotalStore's messaging system. Sharing contact information or directing buyers off-platform is prohibited.
- 2Sellers must respond to customer queries within 12 hours during business days.
- 3Harassment, threats, or abuse of buyers will result in immediate suspension.
- 4Sellers may not solicit buyers to cancel TotalStore transactions and transact directly.
5. Returns & Refunds Policy
- 1Sellers must honour TotalStore's standard 7-day return policy for eligible items.
- 2If a buyer receives a wrong, damaged, or counterfeit item, the seller bears full responsibility for the return cost and refund.
- 3Sellers may dispute return requests through the Seller Dashboard within 72 hours of receiving a return request.
- 4Approved refund amounts are deducted from the seller's next payout cycle.
6. Payments & Payout Policy
- 1Payouts are released 48 hours after successful delivery confirmed by the buyer or rider.
- 2Payouts are processed every Tuesday and Friday via MTN MoMo or bank transfer.
- 3TotalStore deducts a commission (8–15% depending on category) before releasing seller earnings.
- 4Sellers must maintain a valid payout method. Unclaimed payouts after 90 days may be forfeited subject to written notice.
- 5TotalStore may withhold payouts during fraud investigations or unresolved disputes.
7. Seller Performance Standards
- 1Maintain a minimum seller rating of 3.5/5.0 to remain in good standing.
- 2Order cancellation rate must remain below 5% per month.
- 3Late fulfilment rate must remain below 10% per month.
- 4Sellers who fall below standards receive warnings, then temporary restrictions, then suspension if improvement is not seen.
8. Account Suspension & Termination
- 1TotalStore reserves the right to suspend or terminate seller accounts for violation of any of these policies.
- 2Sellers will be notified of any suspension via email and SMS, with reasons provided.
- 3Sellers may appeal suspensions within 14 days by contacting sellersupp@totalstore.ug.
- 4TotalStore is not liable for any loss of earnings resulting from account suspension due to policy violations.
Questions about these policies? Contact us or email sellersupp@totalstore.ug