Kapsule is designed to give customers a seamless, trustworthy shopping experience while providing vendors with the tools and support needed to run their stores effectively. To achieve this, responsibilities are clearly divided between Kapsule and vendors.

What Kapsule Handles

Kapsule’s role is to provide a secure, reliable, and supportive environment for transactions. This includes:

• Customer communications: Kapsule manages all customer enquiries about orders, payments, account access, and platform use. Vendors do not contact customers directly.

• Dispute mediation: If a disagreement arises, Kapsule steps in as a neutral mediator. We review evidence and issue a fair resolution.

• Platform operations: From secure payment gateways to site performance, Kapsule ensures the platform runs smoothly.

• Customer protection policies: Clear rules help build trust, ensuring buyers feel safe when purchasing on the platform.

All customer communication flows through Kapsule. Vendors only provide evidence, order details, or confirmations when requested.

What Vendors Handle

As a vendor, you are responsible for all aspects directly related to your products and fulfilment. This includes:

• Product listings: Creating accurate, complete listings with correct details, pricing, and high-quality images

• Stock management: Keeping inventory updated to avoid overselling and marking items unavailable when out of stock

• Shipping: Packaging securely, dispatching on time, and ensuring delivery within promised timeframes

• Compliance: Following Kapsule’s listing rules, restricted categories policy, and vendor guidelines

Repeated failures to manage stock, dispatch on time, or comply with policies may result in penalties or account suspension.

Working Together

Success on Kapsule depends on both sides fulfilling their responsibilities:

• Kapsule provides the platform, communication, customer support, and dispute resolution

• Vendors ensure accurate listings, timely shipping, and product quality

Think of Kapsule as your customer service team and marketplace infrastructure. Your role is to focus on the products and fulfilment side, while Kapsule manages the customer experience and platform support.

Regularly review your listings and fulfilment process to spot weak points (e.g., unclear descriptions, delayed shipping). Fixing these early prevents disputes and increases positive reviews.

FAQs

1. Do vendors communicate directly with customers?
No. Kapsule manages all customer communication. Vendors only provide information or evidence when requested.

2. What happens if I cannot resolve a fulfilment issue?
You must notify Kapsule. We will handle the communication with the customer and mediate if needed.

3. Who covers the cost of returns?
This depends on Kapsule’s returns policy. In vendor-fault cases (e.g., defective item), vendors cover costs. In change-of-mind cases, customers may be responsible.

4. Can Kapsule remove a negative review?
Only if it violates review guidelines. Otherwise, reviews remain visible. Maintaining excellent fulfilment standards is the best way to encourage positive feedback.

5. What if I run out of stock after an order is placed?
You must keep listings accurate. If stock unexpectedly sells out, Kapsule will contact the customer and arrange a refund or alternative, but repeated issues may affect your account.

Related

• Vendor Guidelines Overview