Seller Guide

Welcome to EZOON

We welcome you to EZOON, the platform specializing in all things cars and their accessories.

We aim to bring together the best suppliers, stores, and brands in one place, providing a reliable and easy shopping experience for customers, while building long-term partnerships that achieve growth and success for all parties.

Why sell through EZOON?

  • Reach customers directly who are interested in cars and their products.
  • Increase sales and reach a wider segment of customers.
  • Display products within a platform specialized in the automotive sector.
  • Manage products and orders through a dedicated seller control panel.
  • Provide multiple payment options for customers.
  • Continuous marketing and promotion of the platform and its products.
  • Receive profits via bank transfer.
  • Benefit from continuous development and technical and operational support for the platform.

Joining Requirements

To join EZOON, the seller must provide the following:

  • Correct and updated contact information.
  • A valid bank account to receive dues.
  • Original products that match the description.
  • Accurate information about the store and products.
  • Adherence to EZOON's policies and service quality standards.
  • Provide the commercial registration or required documents when requested by EZOON management.

EZOON management has the right to review registration applications and approve or reject them according to the platform's requirements.

Adding Products

To ensure products appear professionally and provide a clear experience for customers, please adhere to the following:

  • Use clear and high-quality images.
  • Display real product images as much as possible.
  • Write a clear and accurate product name.
  • Add a full description clarifying specifications, features, and usage.
  • Clarify compatible products or cars when needed.
  • Choose the appropriate section for the product.
  • Add the correct price and available stock.
  • Continuously update prices and quantities.
  • Clarify any available warranty on the product.
  • Correctly specify the size, color, or available options.

It is prohibited to add:

  • Counterfeit or non-original products.
  • Products that violate regulations and laws.
  • Products containing misleading information or images.
  • Products that are not actually available.
  • Products that do not match the description or displayed images.

EZOON management reserves the right to modify, hide, or reject any product that does not comply with the platform's standards.

Pricing Policy

EZOON strives to offer reasonable prices to customers and increase sales opportunities for all merchants and suppliers within the platform.

Therefore, the following must be adhered to:

  • Prices must be very competitive and appropriate for market prices.
  • EZOON includes more than one supplier and merchant, and similar or alternative products may be displayed within the platform.
  • Competitive prices help increase product visibility and achieve a larger number of orders.
  • Avoid high or exaggerated prices compared to the market.
  • Prices must be updated immediately upon any change.
  • Prices added to EZOON must include delivery costs within the United Arab Emirates.
  • No additional delivery fees may be added to the customer unless otherwise agreed upon in writing by EZOON management.
  • EZOON management has the right to review prices and contact the seller regarding any unsuitable or uncompetitive price.

The seller must calculate the cost of the product, delivery, and platform commission before adding the final price.

EZOON Platform Commission

The EZOON platform charges a fixed commission of 15% of the order value.

This commission includes a range of services provided by the platform to the seller, including:

  • Providing electronic payment gateways.
  • Providing multiple payment options for customers.
  • Processing payments and orders.
  • Platform hosting and management.
  • Providing a seller control panel.
  • Marketing and promoting the platform.
  • Attracting customers and increasing product reach.
  • Technical and operational support.
  • Managing customer orders.
  • Organizing return and exchange processes.
  • Continuous development and improvement of the platform.

The seller's dues are calculated after deducting EZOON's commission and any amounts owed related to order returns or cancellations.

Inventory and Price Management

The seller is responsible for continuously updating inventory and prices.

The following must be adhered to:

  • Update the available product quantity.
  • Hide or discontinue the product immediately upon depletion.
  • Update prices when any change occurs.
  • Do not accept an order for an unavailable product.
  • Immediately inform EZOON management in case of a pricing or inventory error.

In case of repeated order cancellations due to product unavailability or incorrect prices, EZOON management has the right to take appropriate measures, including hiding certain products or suspending the seller's account.

Order Management

The seller must review the control panel and orders daily.

Upon receiving a new order, you must:

  • Confirm product availability.
  • Review order details.
  • Prepare the product within the specified timeframe.
  • Package the product securely and appropriately.
  • Ship the product to the correct customer address.
  • Update the order status after shipping.
  • Add the tracking number and shipping company name when available.
  • Immediately inform EZOON management if there is any issue or delay.

The seller is responsible for ensuring that the shipped product matches the order, description, and displayed images.

Shipping and Delivery

Orders must be prepared and shipped within 24 to 48 hours of receipt.

The expected delivery time within the United Arab Emirates is 1 to 5 business days.

The seller must adhere to the following:

  • Ship the order within the specified timeframe.
  • Use appropriate packaging to protect the product from damage.
  • Provide a tracking number when available.
  • Update the order status after shipping.
  • Ensure the accuracy of customer data and delivery address.
  • Contact EZOON management if delivery is not possible.
  • Immediately inform EZOON management of any expected delay.

Note: The displayed delivery time is the maximum expected duration, and orders usually arrive sooner than the stated time.

Since the product price added to EZOON must include the delivery cost within the UAE, the seller bears the cost of shipping the order to the customer unless otherwise agreed upon in writing.

Tracking Number and Order Status

When shipping an order, the seller must add the tracking number and the name of the shipping company within the control panel when available.

If delivery is via a private messenger and no tracking number is available, the seller must update the order status and inform EZOON management of the expected delivery date.

The order status should not be changed to "Delivered" until the customer has confirmed receipt of the order.

Cancellation and Product Unavailability

If the product is unavailable after the order is placed, EZOON management must be informed immediately, and direct communication with the customer to cancel the order without referring to the platform is prohibited.

In case of repeated order cancellations due to inventory errors or incorrect prices, EZOON management has the right to:

  • Hide infringing products.
  • Suspend adding new products.
  • Temporarily suspend or close the seller's account.

Return and Exchange Policy

The customer has the right to request a return or exchange of the product within 7 days from the date of order receipt, according to EZOON's terms and policies.

All return and exchange requests are reviewed by EZOON management before approval.

The seller may not reject or accept a return request directly without referring to EZOON management.

The seller bears the return cost in the following cases:

  • Receipt of a damaged product.
  • Product defect.
  • Receipt of a product different from the one ordered.
  • Sending an incorrect color, size, or option.
  • Shortage in the order.
  • Product does not match the description or displayed images.
  • Error in preparing or shipping the order by the seller.

The customer bears the return cost in the following cases:

  • Change of mind after purchase.
  • Ordering a product unsuitable for their needs.
  • Ordering an incompatible product due to the customer's incorrect selection.
  • Any case where the error is not from the seller or the product.

Return Mechanism

  • The customer submits a return request through EZOON.
  • EZOON management reviews the request, reasons, and attached images.
  • The seller is notified after the request is approved.
  • Arrangements are made to return the product to the seller.
  • The seller inspects the product upon receipt.
  • The seller informs EZOON management of the inspection results.
  • The return or exchange is approved according to the product's condition and platform policies.

The returned product must be in its original condition with all accessories and packaging, unless the reason for the return is damage, defect, or an error by the seller.

Earnings and Payouts

Seller earnings are calculated after deducting EZOON's commission of 15% and any amounts related to cancellations, returns, or exchanges.

To protect the rights of customers and sellers, payouts for completed orders are transferred 5 to 7 days after the customer receives the product, to ensure that the return period has ended and there is no open return request or dispute.

Payouts are transferred to the bank account registered in the seller's account.

The seller must ensure the accuracy of the following information:

  • Beneficiary name.
  • Bank name.
  • Account number.
  • IBAN.
  • SWIFT code (if needed).

Payouts for any order will not be transferred in the following cases:

  • An open return or exchange request.
  • A dispute related to the order.
  • Customer receipt not confirmed.
  • Incorrect bank information.
  • A violation or investigation related to the order.

The time it takes for the transfer to reach the account may vary depending on the receiving bank's procedures.

Discounts and Offers

EZOON may offer discounts or marketing campaigns on some products.

The party bearing the discount will be clarified before launching any joint offer.

The seller is not allowed to change the price or cancel an order after it has been placed due to a customer using a discount code approved by EZOON.

The seller can contact EZOON management to request participation in marketing campaigns or seasonal offers.

Product and Service Quality

The seller is committed to providing original, safe, and high-quality products.

The following must also be adhered to:

  • Fast order processing.
  • Adherence to shipping deadlines.
  • Updating prices and inventory.
  • Using accurate images and information.
  • Good product packaging.
  • Professional handling of orders and complaints.
  • Cooperating with EZOON management to resolve any issues.
  • Not contacting the customer to complete sales outside the platform.

Sharing contact information or external payment links with customers to bypass the EZOON platform is prohibited.

Customer Communication

The seller may be provided with customer data necessary only for preparing and shipping the order.

Customer data must be used for order-related purposes only, and it is not permitted to:

  • Use it for direct marketing without consent.
  • Share it with any unnecessary party.
  • Contact the customer to offer sales outside EZOON.
  • Retain or use it in violation of regulations.

The seller is responsible for protecting customer data and not misusing it.

Ratings and Complaints

Good ratings help increase customer trust and boost sales opportunities.

To get better ratings, you should:

  • Provide products that match the description.
  • Ship on time.
  • Use secure packaging.
  • Quickly cooperate in resolving issues.
  • Correctly update the order status.

In case of repeated complaints, EZOON management has the right to review the seller's performance and take appropriate action.

Seller Account Suspension or Deactivation

EZOON management has the right to suspend or deactivate the seller's account in the following cases:

  • Adding counterfeit or infringing products.
  • Repeated order cancellations.
  • Failure to update prices or inventory.
  • Repeated shipping delays.
  • Frequent customer complaints.
  • Failure to adhere to approved return requests.
  • Misuse of customer data.
  • Attempting to complete sales outside EZOON.
  • Providing incorrect information.
  • Violating platform terms and policies.

Products or payouts may be temporarily suspended until the review of any violation or dispute is completed.

Policy Updates

EZOON management has the right to update the seller guide and policies as needed, in line with platform development and operational requirements.

Sellers will be notified of any important updates, and continued use of the seller account is considered acceptance of the updated policies.

Long-Term Partnership

At EZOON, we believe that the platform's success depends on the success of our partners.

We strive to build long-term relationships with suppliers and merchants by providing a professional environment that helps increase sales and reach more customers, while maintaining competitive prices, high quality, and a reliable shopping experience.

Thank you for joining EZOON, and we look forward to building a successful and fruitful partnership with you.

EZOON Team 🚗🧡