ShopDot Supplier Service Standards

Version 1.0 · Effective September 2, 2026

These standards are part of the ShopDot Supplier Agreement, incorporated by Sections 2.3, 5.9 and 10.10. They set the times you have to act in. The obligations themselves, and what happens if you miss them, are in the Agreement. Where this document and the Agreement disagree, the Agreement wins.

The version in effect when we assign or forward a request is the version that applies to it.

ShopDot is the seller and merchant of record for every order. The customer buys from ShopDot, and ShopDot stays responsible to them. These standards set out the part of that work you do, and how quickly.

How a request reaches you

Every customer request arrives at ShopDot first. We resolve what we can ourselves. Where the answer sits with you — a return decision, a product question, a fulfillment problem — we assign the request to you. That is an Assigned Request, and while it is assigned you may email the customer directly about it.

We may take an Assigned Request back at any time, and the customer can always come back to us.

The clocks

Section 5.9 of the Agreement requires you to acknowledge, respond, decide returns and supply return logistics. These are the times.

What	Clock	Starts
Acknowledge an Assigned Request	1 business day	When we assign it
Substantive response to the customer or to us	2 business days	When we assign it or forward the inquiry
Approve or decline a return, and issue the return authorization	2 business days	When we assign the return request
Provide return address and any label we require	2 business days	When you approve the return
Respond to a chargeback information request	3 business days	When we notify you
Send us the carrier and tracking ID	At dispatch	When the order ships
Tell us an order will miss its ship date	At least 2 business days before the ship-by date, as soon as you know	When you know
Correct your fulfillment timeline in the portal	Same business day	When it changes
Hand a request back when a customer asks to escalate	Same business day	When they ask

A business day is a day other than Saturday, Sunday or a United States federal holiday. A clock that starts after 2:00 p.m. Mountain Time starts on the next business day.

A substantive response directly addresses the question. An automated acknowledgement is not one. That definition is in Section 2.3 of the Agreement.

Damaged, defective, or wrong items are never gated on your response. We make the customer whole immediately and settle it with you afterwards.

Talking to a customer

When you email a customer about an Assigned Request:

Use the channel we designate, so the thread stays on the order record.
Identify ShopDot as the seller. Do not say or imply the customer's purchase is with you.
Tell the customer they can come back to ShopDot at any time, and pass the request back to us as soon as they ask to escalate.
Answer the question in front of you. Do not use the thread for anything else.

Section 5.9 of the Agreement lists what you may not do. In short: no shipping or delivery dates, no refunds promised or declined, no coupons or inducements, no pointing the customer anywhere else, no payment details, no review or subscription requests.

The one that catches people

Do not tell an individual customer when their order will ship or arrive, and do not give them a revised date.

This is not about the fulfillment timeline you set in the portal. That timeline is required, we publish it on the product page, and keeping it accurate is your obligation under Section 2.3. It is how a customer knows when to expect their order, and it is the number we hold ourselves to.

What you cannot do is give one customer a date in an email — "it'll go out Friday", "should be there next week". Shipment timing is ours by law. A date we did not publish is still a promise we have to keep, and we cannot keep one we do not know was made. If an order is going to be late, tell us at least two business days before the ship-by date and we will tell the customer. We have to reach them before that date, and your notice is what makes that possible.

What ShopDot keeps

We do not assign these, and you should not act on them:

Every notice about shipment timing, including a revised date and the customer's option to wait or cancel.
Issuing refunds, credits and cancellations.
Chargebacks and payment disputes.
The final decision on any request, including overruling a decision you have made. That decision settles the matter with the customer; it does not change who bears the cost between us.

Escalation

A customer can return to ShopDot at any point in an Assigned Request. When one asks to escalate, hand the request back the same business day and tell us where it stands.

We escalate to you where a request has passed its clock, where a pattern shows up across orders, or where a product problem looks like it affects more than one customer.

A safety or recall matter is not an Assigned Request and runs under Section 5.12 of the Agreement, on its own timetable.

If you miss a clock

We measure your performance against every clock above and make it visible in the Supplier Portal.

What follows is in the Agreement, not here — this is a plain-language summary of it, and Sections 2.3, 4.3, 5.9 and 5.15 are the operative text:

We may require you to cure within five business days, suspend the affected merchandise from sale, and on repeated failures remove you from the platform and terminate for cause (Section 2.3).
We may resolve the request ourselves, decide it in the customer's favor, and stop assigning you requests (Section 5.9).
Where a refund or chargeback traces back to a missed clock, a fulfillment failure or a product problem, the cost is yours (Sections 4.3 and 5.15).

Changes to these standards

We may update these standards. When we do, we publish the updated version in the Supplier Portal and update the version and date at the top. Section 10.11 of the Agreement governs when a change takes effect.

Questions

Email support@shopdotapp.com, or raise it in the Supplier Portal.