Seller Service Level Agreement and Enforcement Tiers
This Seller Service Level Agreement ("Seller SLA") sets out the performance standards that Compea Ltd expects all sellers to maintain in respect of the accuracy, quality, and reliability of their listings on the Platform. Compea Ltd operates a tiered enforcement framework that determines how it will respond to seller performance, both positively and adversely.
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Measured Performance Signals
| Signal | Description |
|---|---|
| Price Accuracy Rate | The proportion of Platform-displayed prices that match the price on the seller's checkout page within an acceptable variance |
| Stock Accuracy Rate | The proportion of listed in-stock products that are genuinely available when a user clicks through |
| Click-to-Landing Consistency | Whether the landing page reached via an outbound click matches the product and description displayed on the Platform |
| Bounce Rate Signal | Indicative of listing relevance and landing page quality |
| Complaint Rate | Volume of user-reported complaints attributed to the seller |
| Product Mismatch Reports | Frequency of user reports that a product received differs from its Platform listing |
| Delivery Complaint Signals | Escalated delivery-related complaints attributable to the seller |
Performance Tiers
Tier 1 - High Trust
Sellers demonstrating consistently accurate pricing and stock information, low complaint rates, strong click-to-landing page consistency, and high overall user engagement quality. Tier 1 sellers are eligible for enhanced visibility, premium placement, and featured positions within the Platform's comparison outputs.
Tier 2 - Standard
Sellers performing within acceptable parameters. Minor or infrequent inconsistencies are tolerated. Tier 2 sellers receive standard ranking treatment with no penalties or enhancements applied.
Tier 3 - At Risk
Sellers exhibiting repeated or persistent inconsistencies across one or more performance signals, or experiencing a material increase in complaint or mismatch rates. Compea Ltd will issue a formal written notice to At Risk sellers and may reduce their listing visibility while issues are addressed. Failure to improve within the specified notice period will result in escalation to Tier 4.
Tier 4 - Non-Compliant
Sellers demonstrating a pattern of misleading listings, high complaint rates, or repeated breaches. Non-Compliant sellers will have their listings suppressed or removed, their accounts suspended or terminated, and may be referred to the relevant regulatory authority.
Escalation Process
The standard escalation progression is: (i) written warning with a specified remedy period; (ii) visibility reduction; (iii) account suspension; (iv) account termination and listing removal. Compea Ltd reserves the right to accelerate this process - including to immediate termination - where the conduct is sufficiently serious, involves deliberate misrepresentation, or poses a risk to user safety or platform integrity.