Note:

1. Sellers who are selling bulky items that require installation/assembly or high-value fine jewelry can sell under the Direct Delivery model and deliver the orders directly to customers. 
2. Small items cannot be sold under the Direct Delivery (DD) model.
3. noon does not provide any kind of installation for direct delivery shipments; this responsibility falls under the seller
   

Guidelines For Direct Delivery Selling Model

1. Stock Management

1. Sellers are required to accurately update their stock levels in Seller Lab to meet the promised delivery dates for customer orders.
   

2. Order Packing

1. Items must be securely packed, and fragile stickers must be used as needed.
   

3. Order Rejection and Delivery Attempts

1. Prompt rejection of orders is needed when stocks are unavailable, with high rejection rates potentially leading to penalties or store suspension.
2. The delivery of the shipment should be attempted within the Estimated Delivery Date (EDD). Any subsequent attempts after a failed first delivery must be made within 48 hours of the previous attempt. If three attempts are unsuccessful, the shipment should be marked as Undelivered.

4. Contacting customers for delivery

1. In the Seller Lab or Web App, you can filter orders according to status ( all, pending, rescheduled, and cancelled).  
2.  Tap each shipment or search by scanning the AWB to access the customer’s details. 
3.  Coordinate directly with customers to schedule the delivery of bulky items.

5. Delivery Management 

1.  Upon delivery, immediately mark orders as delivered in the Seller Lab or Web app, including uploaded pictures of the item.
2. Images must confirm delivery to the correct customer, item condition, and match the website description (model number, brand, etc.).  If images fail to verify these points and there's a customer complaint, the seller must either collect the item or process a refund through noon.
3. Verify shipment status in the app before delivery, and do not attempt delivery for blocked shipments or when a cancellation request has been raised. 
4. If a customer requests delivery rescheduling more than 15 days from the EDD:

Note: 

1. If a bulky order is mistakenly marked as undelivered, this action is final and cannot be reversed.
2. To mark an order as delivered, it is necessary to attach a picture as proof of delivery. This step ensures accurate tracking and confirmation of deliveries.    
   

1. A clear and accurate POD is mandatory for all DD shipments.
2. For high-value or jewelry items, the recipient's EID or National ID is required along with their signature, plus a clear photograph of the delivered item and its packaging.
3. Non-compliance with this policy, including failure to provide the required documentation, may result in the suspension of your account.

Note:

I added a random picture as the POD for an order delivered 2 days ago. What should I do? Please send an email or support ticket with the correct POD for documentation purposes.

6. Shipment Status

1. Always verify shipment status before attempting the delivery.
2. Don't attempt delivery if the shipment isn't visible or shows an error in the app.

1. If the customer cancels the order, a note stating "Request for Cancellation" will be displayed.
2. These shipments should be immediately marked as "Undeliverable" and should not be attempted for delivery.
3. If a shipment is mistakenly delivered, it can still be marked as "Delivered."
4. If no action is taken within 70 hours, the shipment cannot be marked as "Delivered" and must be updated as "Undelivered”.

1. Orders may be blocked due to payment-related issues.
2. If the issue causing the block is resolved, the shipment may be unblocked, and delivery can proceed.
3. If the shipment remains blocked for more than 4 days, the "Mark as Delivered" button will be disabled, and the shipment can only be updated as "Undelivered”.

7. Returns, Refunds, and Additional Payment Collection

1. Sellers are responsible for collecting back any incorrect, defective, or damaged items within 3-5 working days.
2.  Any delays in collecting the item or resolving the issue must be communicated to noon or the customer. If the seller fails to provide an update within the given timeline, noon will process the refund to maintain a positive customer experience.
3.  Sellers cannot collect additional payments from customers; all fees should be included in the sales price.
   

8. Order Cancellation

1. Customers can cancel orders at any time, and such orders should be marked as ‘undeliverable’.
2. Sellers must not attempt delivery for orders marked for cancellation or notified by noon Seller Support.

9. Compensation and Policy Updates

1. Any compensation extended to the customer as a result of a negative experience caused by the seller, such as delaying orders, delivering the wrong item, or a damaged item, will be invoiced to the seller.
2. noon reserves the right to update these policy conditions periodically.