Merchant Agreement
Welcome!
Thank you for your interest in becoming a Caribshopper Merchant! This document will help you understand the ways we support you, your responsibilities, and your role in sustaining a successful online store.
Caribshopper is the premier online destination for authentic Caribbean products. Our marketplace provides a place for Caribbean manufacturers, creatives, makers, and artisans to sell their products online with delivery to consumers in the US, UK, and Canada in a matter of days.
By opening a store on our marketplace, you agree to comply with this agreement between Merchants (which we’ll refer to as “Merchant(s)”, “you”, and “your”) and Carib Grow, Inc. (which we’ll refer to as “Caribshopper”, “we”, “us”, and “our”) and our Terms of Use, including all applicable Caribshopper policies, and all applicable laws and regulations.
Caribshopper Store Details
Your Account: When you become a merchant, you will be assigned a unique Merchant ID and password. You agree to keep your account password and other account identifiers safe and secure. You must notify us if there is any unauthorized use of your password or account.
You agree to assign a designated person to serve as point-of-contact for all Caribshopper orders.
Your Store: When you become a merchant on the Caribshopper platform, we agree to help you to build your online store. We will equip you with the tools you need so you can start, manage, and/or grow your online business, and better reach and serve your customers. You agree to allow us to use your logo and brand story to showcase, feature, and market your products to buyers.
Your Products: At Caribshopper, we do our best to provide a consistent look and feel for our buyers. You agree to provide our Merchant Success team with product information that will ensure that your listings meet site requirements for product images, descriptions, key features, etc. in a timely manner.
Pricing & Inventory: You understand that Caribshopper will serve as an e-commerce distribution arm of your business and the product(s) acquired will be for export. You agree to provide us with wholesale pricing and you accept that we will markup the products to fair retail pricing. Accurate in-stock and available quantities are vital to successful sales and order fulfillment. You agree to regularly assess your inventory and update your dashboard accordingly.
No exclusivity: Caribshopper showcases multiple brands and products within the product categories represented in the marketplace for export.
Merchants agree to partner with Caribshopper to promote sales to your Caribshopper e-commerce store. You may sell your products on your own website, through other e-commerce distributors, or platforms and are not exclusive to Caribshopper.
Contact: We agree to respond in a timely manner to merchant and buyer requests for information as it relates to the products featured on our marketplace. When we need to contact you, we will use your email address as the primary mode of communication.
Order Fulfillment
As a Caribshopper merchant, you agree to make every reasonable effort to produce, package, and process your buyers’ orders in a timely and professional manner.
Order-Processing: When you receive an order in your store, you agree to arrange pickup or deliver the goods to a designated Caribshopper drop-off location within 48 hours and we agree that our logistics team will securely package your products for shipping. We reserve the right to store and inspect any of the items sold through the marketplace as needed.
Shipping: You understand that our delivery time will be affected by your ability to process your orders correctly and on-time. We agree to begin processing your order upon receipt of the products and deliver it to the buyer within five days. Both you and our customers understand that shipping times may also be affected by our carrier and we will not be held liable for any delivery delays beyond our control.
Payments
Payment-Processing: We agree to securely accept customer payments through international credit and debit cards, PayPal, Google Pay, Apple Pay, and/or WiPay. Payouts for sales made in your Caribshopper store during each calendar month will be issued on the 15th of the following month. You agree to submit accurate financial information for us to remit your payments. Automatic deposit of your funds may be affected or delayed due to inaccurate financial information. You agree that we will not be held liable for the effects that your failure to comply may have on you, including your income or your ability to generate revenue through our marketplace. You’ll be able to see your payment history in your dashboard. Any delays in receiving payments should be communicated directly with your financial institution.
Your financial institution may also charge a fee for incoming or international payments, which are beyond our control. In an attempt to avoid incoming and/or international conversion fees, all payments will be issued in your local currency.
Quality Assurance
Reselling: In order to maintain an authentic experience on our platform, our merchants must be the original makers, producers, manufacturers, or authorized agents of the products that are listed in their store. Merchants are prohibited from reselling products on the marketplace. All copies, counterfeits, replicas, and imitations will be disabled and removed.
Product Quality: Customers trust that they can buy with confidence on Caribshopper and receive authentic products that arrive in the condition as advertised. You agree that all products will be free of defects and match all associated listing information, and compliant with all applicable laws, regulations, safety, and quality standards.
Restrictions: The sale of illegal, unsafe, or other restricted products, including products available only by prescription, is strictly prohibited.
Violations: The product you list and ship must exactly match the description, pictures, and all other information on the product detail page in your store. You agree that you will avoid providing a product that is damaged, defective, misclassified, misrepresented, or missing any of its parts. Our marketplace has a strict ‘3 Strikes policy’. You accept that in the case of three consecutive violations, whether order-processing and/or product quality related (e.g. repetitive quality issues, severe delays in order-processing, overstating quantities in your store, etc) Caribshopper may limit, suspend, or disable your ability to list products, or suspend or disable your ability to sell, or possibly withhold your payment.
Customer Service
Customer Support: Our Customer Success team agrees to handle all inquiries, complaints, and returns as well as work with buyers to make buying and receiving your products hassle-free, secure, and accessible.
Customer Reviews: Product reviews are an integral part of the shopping experience on Caribshopper, and they benefit both merchants and buyers. In the case of repetitive negative feedback, our Merchant Success team will notify you and attempt to determine the cause of the problem and work towards a timely and effective resolution.
Returns and Exchanges: Caribshopper agrees to be responsible for accepting and processing customer returns of your products. Specifically:
- If a buyer issues a quality complaint for goods received from your store (e.g. defective goods, etc), we will notify you and discuss the refund or exchange of the goods.
- If a buyer issues a delivery complaint for goods received from your store (e.g. severe delays, damages as a result of transit, etc), we will confirm the same and determine if a refund or replacement is necessary and absorb the costs for refund or replacement. We may determine that there are certain items that are not eligible for return or exchange.
- If a buyer issues another type of complaint regarding goods listed in your store (e.g change of mind, etc), we will refund, warehouse, and resell the item if possible. In the case where that is determined to not be the best solution, you agree to assume a maximum of 50% of the responsibility to best settle the dispute, whether by refund or exchange.
The Marketplace
Marketing: We agree to partner with you to market and acquire new customers to increase sales to your Caribshopper store. You agree to regularly share your Caribshopper URL with your family, friends, contacts, and networks, particularly those located in the US, UK, and Canada. You agree to work with our Marketing team to create unique offers, bundles, or other experiences for consumers. We make no claims to guarantee any particular sale amounts or claims that you will generate any specific number of sales within a designated time frame, etc.
Merchants hereby consent to the use of their brand's assets for the purpose of sending emails to customers and/or any marketing campaigns. The content, timing, and frequency will be determined at our discretion to ensure effective communication. Merchants acknowledge that this approach is intended to enhance customer engagement and promote our services.
Website: Caribshopper aims to ensure accessibility to the website at all times. You accept that service interruptions may occur in order to allow for website improvements, scheduled maintenance, or factors beyond our control.
Performance Metrics: It is our hope that Caribshopper Merchants will operate at a high standard so we can provide a seamless, delightful shopping experience for our customers. Your dashboard data insights are designed to help you keep an eye on key metrics (e.g. abandoned cart, sales, returns, complaints, order defect rate, shipment rate, etc) so you can monitor your performance and make sure you’re meeting your targets on the marketplace.
We may update this Merchant Agreement or the Terms from time to time. If we believe that the changes are material, we’ll definitely let you know by posting the changes in your dashboard and/or sending you an email or message about the changes.
