What the platform guarantees,
and what we ask of you.

This page sets out the service standards for everyone trading on Feed API. It is split into two halves, and the difference between them matters.

• —Timings we enforce. Deadlines the platform applies on its own. Nobody has to remember them, and nobody can quietly miss them. When one passes, the software acts.
• —Expectations we set. Standards of conduct we require of suppliers. These are conditions of listing rather than automatic guarantees, and we say so plainly rather than dressing them up as promises the software keeps.

Nothing here replaces the Terms of Service, which remain the binding agreement. Where the two describe the same deadline, they describe the same deadline. This page is simply where it can be found without reading fourteen sections.

Each of these is a timer the platform sets when the order reaches the relevant stage, and acts on without being asked.

An order under an open payment dispute is held rather than released, and stays held until the dispute is decided. This is the one case where the twenty-one day clock stops.

Confirming an order is a commitment to fulfil it. We expect suppliers trading on Feed API to:

• —Dispatch within 2 business days of confirming an order, and mark it as shipped in the same action rather than afterwards.
• —Provide tracking for every order over £20, entered against the order so the reseller and their customer can both follow it.
• —Keep stock accurate. A listing that cannot be fulfilled costs the reseller a customer, not just an order. Suppliers integrating over the API should push stock changes as they happen rather than on a daily cycle.
• —Decline rather than delay. If an order cannot be fulfilled, cancelling it promptly refunds the reseller in full and is always better than letting the confirmation deadline lapse.

Orders are placed by resellers but delivered to their customers, who have no relationship with the supplier and did not choose them. Packaging must reflect that.

• —Plain packaging. No supplier branding, marketing inserts, or business cards.
• —No pricing documents in the parcel.No invoices, receipts, or delivery notes showing what the reseller paid. The customer paid the reseller's price, not yours.
• —No direct solicitationof the reseller's customer, in the parcel or afterwards.

Resellers may raise a return within 14 days of delivery. That window is enforced by the platform, not by the supplier's discretion.

• —Answer return requests within 3 business days. A request left unanswered blocks the reseller from resolving things with their own customer.
• —Faulty, damaged, or incorrect items are the supplier's cost, including return shipping. A return because the customer changed their mind is not.
• —Refunds are processed through the platform so the money moves along the same path it arrived by. Settling a return privately leaves the order records wrong for both sides.

Where a return is agreed before escrow releases, the refund and the platform fee are both netted off what the supplier is paid, so you are not charged commission on an order that was returned.

Suppliers and resellers are expected to answer each other through the platform's support tickets within 1 business day. Trading here means being reachable.

Where the two sides cannot agree, either can escalate to us. We look at the order record: status history, tracking, messages, and timestamps. That is why keeping the order updated matters beyond courtesy: it is the evidence.

The timings in section 02 need no enforcement from us. They enforce themselves. The expectations in sections 03 to 06 do.

• 01Resellers can raise an issue against any order from their dashboard, and every order carries the timestamps needed to show what happened and when.
• 02Repeated failures are reviewed against a supplier's whole order history rather than a single complaint.
• 03Where a pattern is clear, we suspend a supplier's listings rather than let resellers keep selling stock that will not arrive on time. Suppliers are told why, and what would resolve it.

Resellers are held to the same bar. Persistent non-payment, unfounded returns, or abuse of the dispute process ends an account just as quickly.