Seller Performance Standards
Gloseg B2B Limited Effective Date: August 16, 2026 Version: 2.2
Definitions
"Gloseg" means Gloseg B2B Limited, headquartered in Accra, Ghana, with registrations in Nigeria and the United Kingdom, operator of the Platform.
"Seller" means an Organization established in one of the 54 African countries that lists products and fulfils Orders on the Platform.
"Measurement Window" means the rolling period over which Gloseg calculates a Seller's performance metrics for tier and remediation purposes.
"Metric" means a quantified measure of Seller conduct or outcome tracked by Gloseg, as defined in Clause 3.
"Tier" means the Seller's commission tier (Silver, Gold, Platinum, Diamond) as defined in the Seller Terms & Conditions.
"Remediation Stage" means one of the escalating responses Gloseg applies to underperformance: advisory, warning, restriction, suspension, or delisting.
"Paused Status" means a Seller state, arising from restriction or suspension, in which the Seller's ability to receive RFQs or accept Orders is reduced or removed.
"Substantiated Claim" means a Dispute finding, made under the Refund & Dispute Resolution Policy, that a Buyer's complaint against the Seller was factually supported by evidence.
"New Seller" means a Seller Organization within its first defined volume threshold of completed Orders, subject to adjusted measurement under Clause 9.
1. Purpose
1.1 Objective
1.1.1 Why these standards exist
- These Standards exist to keep the Platform's marketplace reliable for Buyers worldwide and fair for Sellers across the 54 eligible African countries, by measuring Seller conduct against objective metrics, linking sustained performance to commission tier, and applying proportionate remediation before more severe enforcement action.
1.2 Relationship to other documents
1.2.1 Incorporation
- These Standards are incorporated by reference into the Seller Terms & Conditions. Enforcement actions taken under these Standards are also subject to the suspension, restriction, and appeal mechanics in the Seller Terms.
2. Measurement window and data sources
2.1 Window
2.1.1 Rolling calculation
- Metrics are calculated on a rolling 90-day Measurement Window, recalculated continuously as new Orders, Disputes, and ratings are recorded, unless a specific metric definition in Clause 3 states otherwise.
2.2 Data sources
2.2.1 What is measured
- Metrics are drawn from Platform system records: RFQ and Quote timestamps, Order confirmation and dispatch timestamps, delivery evidence, Dispute records and outcomes, Buyer ratings, and Listing audit data. Gloseg does not use off-platform or self-reported data to calculate Metrics.
3. Metric definitions
3.1 Core metrics table
3.1.1 Definitions
| Metric | Definition | Data source |
|---|---|---|
| Quote response time | Median time from RFQ receipt to a Seller-submitted Quote | RFQ and Quote timestamps |
| RFQ response rate | Share of received RFQs that receive any Seller response (Quote or decline) within the window | RFQ and Quote records |
| On-time dispatch | Share of Orders dispatched by or before the lead time stated in the accepted Quote | Order and dispatch timestamps |
| Order fulfilment rate | Share of accepted Orders completed without cancellation by the Seller | Order lifecycle records |
| Dispute rate | Share of completed Orders that result in a Dispute being opened | Dispute records |
| Substantiated claim rate | Share of Disputes found substantiated against the Seller | Dispute outcome records |
| Rating average | Mean Buyer rating across completed Orders in the window | Rating records |
| Listing accuracy | Share of Listings without an accuracy correction or takedown in the window | Listing audit records |
4. Thresholds and tier relationship
4.1 How metrics relate to tiers
4.1.1 Sustained performance principle
- Tier eligibility (Silver base, Gold, Platinum, Diamond) depends on sustained performance across all Metrics in Clause 3 over consecutive Measurement Windows, not a single window in isolation. A Seller must clear the minimum threshold for every Metric, not merely an average, to advance or hold a Tier.
4.1.2 Indicative threshold bands
| Band | Dispute rate | Substantiated claim rate | On-time dispatch | Rating average |
|---|---|---|---|---|
| Meets standard (tier-eligible) | Low, within Platform-set ceiling | Low, within Platform-set ceiling | High, at or above Platform-set floor | At or above Platform-set floor |
| Advisory range | Slightly above ceiling or below floor | Slightly above ceiling | Slightly below floor | Slightly below floor |
| Warning range | Materially above ceiling | Materially above ceiling | Materially below floor | Materially below floor |
| Restriction/suspension range | Sustained breach across two or more consecutive windows | Sustained breach | Sustained breach | Sustained breach |
- Gloseg sets and may adjust the numeric ceilings and floors behind this band table from time to time; changes affecting commission Tier take effect fourteen days after being recorded, consistent with the Seller Terms.
5. Remediation stages
5.1 Escalation ladder
5.1.1 Stages
| Stage | Trigger | Effect |
|---|---|---|
| Advisory | A single Metric enters the advisory range | Notification to the Seller with guidance; no functional restriction |
| Warning | A Metric enters the warning range, or an advisory is not resolved within one Measurement Window | Formal warning recorded; possible reduction in RFQ matching priority |
| Restriction | Metric remains in warning range for two consecutive windows, or a serious single incident occurs | Reduced Listing visibility, capped new Order intake, or feature-specific limits |
| Suspension | Metric remains in restriction range, or a severe or repeated breach occurs | Seller cannot accept new RFQs or Orders; live Orders continue to completion |
| Delisting | Suspension unresolved after the review period, or conduct under Seller Terms Clause 10 (prohibited conduct) is confirmed | Listings removed; Organization status moves toward closed |
5.2 Proportionality
5.2.1 Direct entry to higher stages
- Gloseg may enter a Seller directly into restriction, suspension, or delisting without progressing through earlier stages where the underlying conduct involves fraud, sanctions exposure, safety risk, or repeated Restricted & Prohibited Items Policy breaches, notwithstanding the ladder in Clause 5.1.
6. Review and appeal process
6.1 Notice and review
6.1.1 Timeline
| Step | Indicative timeline |
|---|---|
| Notice of Remediation Stage change issued to Seller | Immediate on determination |
| Seller submits evidence or remediation plan | Within 14 days of notice |
| Gloseg review of submission | Within 10 business days of submission |
| Decision communicated | Within 3 business days of review completion |
| Further appeal to legal@gloseg.com, if decision contested | Within 14 days of decision |
| Final appeal response | Within 15 business days of appeal receipt |
6.2 Standard of review
6.2.1 Evidence-based
- Reviews and appeals are decided on Platform data and any additional evidence the Seller submits (proof of dispatch, force majeure documentation, corrected Listing content). Gloseg's decision on appeal is final within the Platform's internal process, without prejudice to the Seller's rights under the dispute resolution and arbitration provisions of the Terms of Service.
7. Effect of paused status on RFQs and orders
7.1 Restricted sellers
7.1.1 Functional effect
- A restricted Seller continues to receive some RFQs but with reduced visibility ranking, and may face a cap on the number of new Orders it can accept concurrently. Existing live Orders are unaffected by restriction.
7.2 Suspended sellers
7.2.1 Functional effect
- A suspended Seller receives no new RFQs and cannot accept new Quotes into Orders. Live Orders formed before suspension proceed to dispatch, delivery, Dispute resolution (if any), and Payout on the normal schedule, since suspension is not a basis to withhold funds properly earned on pre-existing Orders absent a specific Dispute finding.
8. Seasonal and force majeure adjustments
8.1 Adjustment mechanism
8.1.1 When applied
- Where a Seller's Metrics are adversely affected by verifiable seasonal trade patterns (for example, harvest cycles for agricultural goods) or by force majeure events (port closures, civil unrest, natural disaster, regulatory shutdown) affecting its home country or trade corridor, the Seller may request an adjustment by submitting supporting evidence to legal@gloseg.com.
- Gloseg may exclude the affected period from the Measurement Window, apply an adjusted threshold band, or pause remediation escalation while the adjustment request is under review, but will not adjust Metrics retroactively once a Remediation Stage decision has become final and unappealed.
9. New sellers with low order volume
9.1 Adjusted measurement
9.1.1 Statistical floor
- A New Seller's Metrics are not used for Tier or Remediation Stage decisions until the Seller has completed a minimum volume of Orders sufficient for the Metric to be statistically meaningful, since small sample sizes can distort rates such as Dispute rate or substantiated claim rate. Below that threshold, New Sellers are monitored under advisory guidance only, not the full remediation ladder.
10. Anti-gaming rules
10.1 Prohibited manipulation
10.1.1 Self-dealing and inflated ratings
- A Seller must not use a Buyer Organization it controls, or coordinate with an affiliated Buyer, to place Orders against itself for the purpose of inflating fulfilment or rating Metrics. A Seller must not offer incentives to Buyers in exchange for positive ratings, or pressure Buyers to withdraw or alter accurate negative ratings.
10.2 Detection and consequence
10.2.1 Enforcement
- Gloseg applies pattern detection to Order and rating data to identify anomalies consistent with self-dealing or rating manipulation. Confirmed manipulation results in immediate entry to restriction or suspension under Clause 5.2, exclusion of the manipulated Metrics from the Seller's record, and may result in delisting for repeat conduct.
11. Transparency and access to own metrics
11.1 Seller dashboard access
11.1.1 Availability
- A Seller (through its owners, admins, and delegated managers) may view its own current Metric values, historical trend, current Remediation Stage (if any), and the specific thresholds it must meet to advance or recover Tier standing, through its Platform performance dashboard at any time.
12. Consequences for repeated breach
12.1 Escalating consequence
12.1.1 Pattern-based enforcement
- A Seller that returns to warning or restriction status more than twice within a rolling twelve-month period, after having previously recovered, is treated as a repeated-breach Seller. A repeated-breach Seller may be moved directly to suspension on the next qualifying trigger, without a further advisory or warning stage, and its subsequent appeal timelines under Clause 6 may be extended by Gloseg to allow for fuller review.
12.2 Interaction with other enforcement
12.2.1 Concurrent action
- Enforcement under these Standards is independent of, and may run alongside, enforcement under the Seller Terms & Conditions for prohibited conduct, sanctions exposure, or Restricted & Prohibited Items Policy breaches. A Seller may be delisted under either or both bases.
13. Governing law and jurisdiction
These Standards are governed by the laws of Ghana. Disputes arising from their application that cannot be resolved informally are subject to arbitration as agreed in the Gloseg Terms of Service, with the courts of Ghana retaining jurisdiction over matters not subject to arbitration.
14. Amendments and notice of change
Gloseg may revise these Standards, including Metric definitions, threshold bands, and Remediation Stages. Changes affecting commission Tier take effect fourteen days after being recorded. Other changes take effect on posting, with reasonable advance notice provided where the change is material.
15. Severability and entire agreement
If a provision of these Standards is unenforceable, the remaining provisions continue in force. These Standards, together with the Seller Terms & Conditions and the documents referenced within them, form the entire agreement regarding Seller performance measurement and enforcement.
Contact
Legal notices, questions about this document, data protection requests and compliance enquiries: legal@gloseg.com
Data subject requests may also be submitted through the Privacy & My Data surface at /privacy/my-data.
Gloseg B2B Limited Accra, Ghana, West Africa