Marketplace Operating Manual

H2 Gadgets Shop manages vendors through a controlled lifecycle to ensure only compliant and trustworthy sellers operate on the platform.

1. Application Stage

Vendors must submit a complete onboarding application via the Store Admin registration flow.

Required data:

• Full legal name.
• Phone number (linked to CypherX).
• Valid government ID (NIN, Driver's License, Voter's Card, or Passport).
• Store name and description.
• Business location.
• Supporting documents (if applicable).

System actions:

• Assign application status = PENDING_VERIFICATION.
• Store all submitted data securely.
• Notify Super Admin of new application.

2. Verification Stage

The Super Admin reviews the application to ensure:

• Identity authenticity.
• Validity of submitted documents.
• Business legitimacy.
• Compliance with marketplace policies.

Possible outcomes:

• APPROVED - moves to activation.
• REJECTED - vendor notified with reason.
• MORE_INFO_REQUIRED - vendor prompted to resubmit additional details.

3. Activation Stage

A vendor is only activated after explicit Super Admin approval.

System actions:

• Set account status = ACTIVE.
• Grant access to vendor dashboard.
• Enable product listing capability (subject to moderation).

4. Monitoring Stage

Active vendors are continuously monitored using:

• Order fulfillment rate.
• Delivery timelines.
• Customer feedback and ratings.
• Dispute frequency.
• Fraud risk indicators.

Automated flags:

• High dispute ratio.
• Repeated cancellations.
• Suspicious listing patterns.

5. Suspension / Enforcement Stage

Vendors may be restricted based on violations or risk signals.

Types of actions:

• SOFT_SUSPENSION (limited functionality).
• TEMPORARY_SUSPENSION (full restriction pending review).
• PERMANENT_BAN.

Triggers:

• Policy violations.
• Fraud indicators.
• Customer complaints.
• Failed verification updates.

Vendor accounts must not be auto-approved.

Approval Requirements

The Super Admin must:

• Manually review all submitted documents.
• Validate identity and business details.
• Confirm compliance with marketplace policies.

Approval Controls

• No vendor can list products without approval.
• Approval action must be logged (audit trail).
• Super Admin may request additional documentation before approval.

Risk Control Principle

"No unverified vendor should ever access the marketplace storefront."

Vendors must submit complete product listings before moderation.

Required Fields

• Product name.
• Product description.
• Price.
• Product condition.
• Minimum 4 images (maximum 6).
• Specifications (RAM, storage, etc.).
• Accessories included.
• IMEI (for mobile devices).

Validation Rules

• Submission is rejected at form level if required fields are missing.
• Images must meet quality and authenticity requirements.
• Product cannot proceed without full compliance.

All submitted products enter a central moderation queue.

Queue Behavior

• Status = PENDING_REVIEW.
• Visible only to Super Admin.
• Sorted by submission time or risk priority.

Admin Capabilities

Super Admin can:

• View full listing details.
• Review images and specifications.
• Check vendor history.
• Flag suspicious listings.

After review, the Super Admin must take one of the following actions:

1. Approval (APPROVED)

• Product becomes visible on storefront.
• Listing is searchable and purchasable.

2. Rejection (REJECTED)

• Product is not published.
• Vendor receives reason for rejection.
• Vendor may edit and resubmit.

3. Clarification Request (MORE_INFO_REQUIRED)

• Vendor is prompted to provide missing or unclear information.
• Listing remains in pending state until resolved.

Audit Requirement

All moderation actions must be:

• Logged with timestamp.
• Linked to Admin ID.
• Traceable for dispute resolution.

When a buyer selects CypherX at checkout:

System Flow

• Cart is converted into an escrow invoice.
• CypherX generates a virtual account for payment.

Invoice Includes

• Buyer phone number.
• Vendor phone number.
• Product details.
• Total amount.

Funding

• Buyer transfers exact amount.
• System detects payment.
• Invoice status = PAID.
• Order status = CONFIRMED.

Vendor Actions

• Prepare order.
• Ship item.
• Update order status = SHIPPED.

Buyer Actions

• Receive product.
• Inspect item.
• Confirm delivery via dashboard.

System Update

• Order status = DELIVERED.
• Escrow status = AWAITING_RELEASE.

Rule

If buyer does not take action within the defined window (e.g., 6 hours), the system automatically releases funds.

Conditions for Auto-Release

• Order marked as delivered.
• No dispute raised within the window.

System Action

• Escrow status = RELEASED.
• Funds credited to vendor.
• Transaction closed.

Risk Mitigation

• Buyer is notified before auto-release.
• Dispute option remains available during window.

When fraud is suspected:

Investigation Inputs

• Transaction logs.
• Product listing details.
• Delivery confirmation records.
• Communication history.
• IMEI or device verification.

Evidence Sources

• Buyer-submitted evidence.
• Vendor-submitted proof.
• Internal system logs.

To prevent further risk:

Temporary Actions

• Freeze escrow funds.
• Restrict withdrawals.
• Limit account actions.

Account Status

• UNDER_REVIEW.
• User notified of restriction.

Purpose

• Prevent fund movement.
• Preserve evidence.
• Protect both parties.

Escalation Triggers

• High-value transactions.
• Fraud indicators.
• Disputed evidence.
• Repeat offender accounts.

Super Admin Role

• Review full case file.
• Evaluate evidence.
• Make final decision.

Possible Outcomes

• Refund buyer.
• Release funds to vendor.
• Suspend or ban account.
• Escalate to authorities.

Finality

• Binding.
• Logged for audit.
• Applied immediately.

Internal Use Only

This Marketplace Operating Manual is classified as confidential internal documentation of H2 Gadgets Shop.

Access Control

• Accessible only to authorized personnel.
• Restricted to Admin, Trust & Safety, and Operations teams.

Prohibited Actions

Users and staff must not:

• Share this document externally.
• Distribute to vendors or third parties.
• Publish any part of it publicly.

Data Sensitivity

This document contains internal processes, fraud detection methods, and enforcement strategies. Exposure may compromise platform security.

Breach Consequences

Unauthorized disclosure may result in:

• Disciplinary action.
• Termination of access or employment.
• Legal action where applicable.

Authorization Requirement

Any external sharing must be:

• Explicitly approved by senior management.
• Documented and logged.