Seller Policy & Agreement

MCOOP Seller Policy & Agreement

Last Updated: October 24, 2025

Thank you for choosing to partner with MCOOP, powered by Innovent Integrated Solutions.

1. Introduction

This Seller Policy ("Policy") is a binding agreement between you ("Seller") and MCOOP governing your participation as a vendor on our platform. By registering, you agree to comply with this Policy, our Terms and Conditions, Privacy Policy, and all other platform rules.

2. Seller Eligibility & Onboarding

• You must be a legally registered business in the UAE with all necessary trade licenses and permits for your products.
• You must complete MCOOP's application process truthfully. MCOOP reserves the right to approve or reject any application. Upon approval, a separate agreement will be sent to you by email to sign. You will be required to transfer the subscription fees to complete your registration and start selling your products on the MCOOP platform.
• You are responsible for all activities under your seller account and must keep your login credentials secure.

3. Product Listing & Catalog Management

• Accuracy: All product listings (titles, descriptions, images, prices, origins, expiration dates) must be 100% accurate and truthful.
• Pricing: List prices in AED, inclusive of all taxes (e.g., VAT). Prices on MCOOP must be synchronized with your in-store pricing. The Seller may apply a reasonable online service surcharge, not exceeding 5% of the product's in-store price, to account for platform-specific costs.
• Prohibited Items: You are prohibited from listing illegal, expired, counterfeit, or unsafe items. A full list is available upon request.
• Inventory: You must maintain accurate, real-time stock levels to prevent overselling.

4. Order Fulfillment

• Acceptance: A placed order is a binding agreement. You must fulfill it promptly.
• Packing: Pack items securely to prevent damage or spoilage during transit (e.g., separate cleaning products from food).
• Substitutions:
• Only allowed for out-of-stock items.
• The substitute must be of similar or superior quality and value.
• Substitutions must be approved by the customer via the MCOOP system. Unauthorized substitutions are prohibited.
• Weighed Items: The actual weight measured at packing is used for final customer billing.

5. Delivery Options & Service Performance. MCOOP partners with Weideliver to fulfill delivery services.

• Delivery Responsibility: You must choose one of two delivery methods:
• MCOOP Delivery: If approved and selected, you must have orders ready for Weideliver pickup within the agreed timeframe.
• Self-Delivery: If you choose to deliver yourself, you are solely responsible for the entire pickup and delivery process.
• Performance Metrics: You are expected to maintain:
• High order accuracy (>99.5%).
• A low seller-initiated cancellation rate.
• High customer satisfaction ratings.
• Failure to meet these standards may result in penalties, including lower visibility or removal from the platform.

6. Financial Terms

• Commissions: Your sales are subject to a commission fee and other service fees (e.g., payment processing, tech fees) as per your commercial agreement with MCOOP.
• Settlement: MCOOP will settle payments for completed orders to you on a pre-agreed schedule (e.g., bi-weekly), minus applicable fees and any approved customer refunds. A detailed statement will be provided.
• Refunds: You are financially responsible for refunds related to your products (e.g., missing items, quality issues). Refund amounts will be deducted from your settlement.

7. Customer Service & Liability

• Primary Contact: The Seller is the primary point of contact for product-related issues. You must resolve customer complaints promptly and professionally.
• Cooperation: You must cooperate fully with MCOOP support to investigate and resolve issues.
• Liability: You are solely liable for the quality, safety, accuracy, and legality of the products you sell. MCOOP acts solely as a facilitator.

8. Data & Confidentiality

• Customer Data: All customer data (names, addresses, orders) is strictly confidential. You may not use it for any purpose outside of fulfilling MCOOP orders or share it with any third party.
• MCOOP Data: All business information (commissions, processes) provided by MCOOP is confidential and must not be disclosed.

9. Termination

• MCOOP may immediately suspend or terminate your account for breach of this Policy, low performance, or valid customer complaints.
• You may terminate this agreement by providing written notice as per your commercial agreement.
• Upon termination, you must remove all product listings. Outstanding payments will be settled in the next cycle.

10. Policy Changes

MCOOP may modify this Policy at any time. We will provide notice of material changes. Your continued use of the platform constitutes acceptance of the new terms.

11. Seller Support

For seller-specific inquiries, contact:

• Email: seller@mushrifcoop.com
• WhatsApp: +971 56 940 4977
  (Do not use the general customer support line for seller account issues.)

FAQ: MCOOP Seller Policy

Q1: Who can sell on MCOOP?
A: Legally registered UAE businesses with a valid trade license for their products.

Q2: What happens if my product information is wrong?
A: Inaccurate listings can lead to customer refunds (which you pay for), a lower store rating, and potentially account suspension.

Q3: Can I substitute a product?
A: Yes, but only for out-of-stock items and with a product of similar or better quality and value. The substitution must be approved by the customer through the MCOOP system.

Q4: What if I make a mistake with an order?
A: If a error is verified (e.g., missing item), the customer will be refunded and the amount will be deducted from your next settlement payout.

Q5: How do I get paid?
A: MCOOP pays out on a scheduled basis (e.g., bi-weekly), after deducting the agreed commission fees and any customer refunds. You will receive a detailed statement.

Q6: Who handles customer complaints?
A: You, the Seller, are the primary contact for issues with your products. You must resolve them promptly. MCOOP support will facilitate if needed.

Q7: Who is liable for a bad product?
A: You are solely responsible and financially liable for the quality and safety of the products you sell.

Q8: Can I use customer data for my own marketing?
A: No. Customer data is strictly confidential and can only be used to fulfill orders on the MCOOP platform.

Q9: What if my performance is poor?
A: Consistently low ratings, high cancellation rates, or slow preparation can result in your store being deprioritized in search results or permanently removed from the platform.

Q10: Who do I contact for help with my seller account?
A: Contact our dedicated Seller Support team at seller@mushrifcoop.com or on WhatsApp at +971 56 940 4977.