Wadi Marketplace

Problem: Marketplaces face a cold-start dilemma. Buyers won't come without product selection; sellers won't onboard without traffic.

Solution: (1) Seed the marketplace with 50–100 anchor sellers recruited with zero-commission first 3 months. (2) Run aggressive buyer acquisition via social media and influencer campaigns. (3) List curated catalog ourselves (1P inventory) initially to ensure product breadth. (4) Offer seller onboarding concierge with free product photography and listing setup.

Problem: Sellers share WhatsApp numbers, Instagram handles, or business cards inside packages to bypass Wadi's commission.

Solution: (1) Automated content moderation scans listings and messages for phone numbers, URLs, and social handles. (2) Three-strike policy: warning → listing suspension → permanent ban. (3) Make Wadi's value proposition (logistics, payments, buyer trust) strong enough that off-platform selling is less attractive. (4) Include non-circumvention clause in seller agreements with financial penalties.

Problem: Digital ad costs in the UAE are among the highest globally ($3–8 CPC). CAC could exceed customer lifetime value.

Solution: (1) Referral program with bilateral incentives (AED 25 for referrer + AED 25 coupon for new user). (2) SEO-first content strategy targeting Arabic/English long-tail keywords. (3) Organic growth via TikTok/Instagram Reels product showcases. (4) Partnerships with banks and telcos for co-branded acquisition. (5) Target CAC payback within 3 months through repeat purchase optimization.

Problem: Counterfeit goods damage brand trust, expose Wadi to legal liability, and violate UAE trademark laws.

Solution: (1) Mandatory trade license and brand authorization documents at onboarding. (2) AI image recognition trained on known counterfeit patterns. (3) Random quality audits by Wadi QC team on 5% of active SKUs monthly. (4) Brand Registry program allowing IP owners to flag and remove listings. (5) Buyer "Report Counterfeit" button triggers immediate investigation within 24h.

Problem: E-commerce return rates in MENA can reach 20–30%, especially in fashion. Returns cost logistics, restocking, and refund processing.

Solution: (1) Detailed size guides, AR try-on, and 360° product photos to reduce fit-related returns. (2) Seller scorecards penalizing high-return sellers with increased commission. (3) "Try before you buy" pilot for premium fashion with deposit model. (4) Return reason analytics fed back to sellers for listing improvement. (5) Restocking fees for non-defective returns after 7 days.

Problem: Sellers aggressively underprice to win the Buy Box, destroying margins for all participants and reducing perceived product quality.

Solution: (1) Minimum advertised price (MAP) policies for brand-authorized sellers. (2) Algorithmic detection of predatory pricing below cost. (3) Category-level price floors for high-risk categories. (4) Promote value-added differentiators (reviews, shipping speed, warranty) over pure price.

Problem: UAE/GCC markets still have 40–60% COD preference. COD orders have 15–25% rejection-at-doorstep rate, causing reverse logistics costs.

Solution: (1) COD verification via OTP SMS before dispatch. (2) Machine-learning risk scoring: new accounts, high-value COD orders, and repeat rejectors flagged. (3) Gradually shift users to digital payments via wallet credits and cashback. (4) COD surcharge (AED 5–10) to incentivize prepaid. (5) Blacklist repeat COD rejectors after 3 incidents.

Problem: Average marketplace take rate of 12–18% must cover operations, tech, marketing, and still generate profit.

Solution: (1) Diversified revenue: advertising (Wadi Ads), logistics-as-a-service (WadiShip), fintech (seller lending, BNPL), and data services. (2) Target blended take rate of 22–25% when including ancillary services. (3) Unit economics optimization: automate customer service (60% via AI), warehouse ops, and seller onboarding. (4) Focus on high-margin categories first (electronics accessories, beauty, home).

Problem: 40–50% of annual GMV concentrates in Ramadan + White Friday periods. Infrastructure and staffing must handle 5–10× normal load.

Solution: (1) Cloud auto-scaling with pre-provisioned capacity 2 weeks before peak events. (2) Temporary workforce hiring pipeline activated 6 weeks before peaks. (3) Seller inventory preparation program with early-bird stocking incentives. (4) Load testing at 15× baseline 1 month before events. (5) Staggered flash sales to spread load across hours.

Problem: Investors may push for multi-country expansion before unit economics are proven in the home market.

Solution: (1) Clear milestone-based expansion plan: UAE profitability first, then KSA, then broader GCC. (2) Demonstrate UAE market depth (AED 500M+ GMV) before expansion. (3) Cross-border trade as a low-cost expansion test before full-market entry. (4) Data-driven expansion scoring model evaluating market size, competition, regulatory ease, and logistics infrastructure.

Problem: Flash sales and peak events can cause server overload, leading to lost revenue and damaged reputation.

Solution: (1) Kubernetes-based auto-scaling with horizontal pod autoscaler. (2) CDN (Cloudflare/CloudFront) for static assets and edge caching. (3) Database read replicas and connection pooling (PgBouncer). (4) Circuit breakers and graceful degradation — disable non-critical features under load. (5) Queue-based order processing to prevent write bottlenecks. (6) 99.95% uptime SLA target with automated failover.

Problem: PostgreSQL performance degrades with millions of products, orders, and user records without proper optimization.

Solution: (1) Table partitioning for orders (by date) and products (by category). (2) Materialized views for analytics and reporting queries. (3) Elasticsearch for product search and filtering. (4) Redis caching layer for hot data (sessions, cart, trending products). (5) Archival strategy: move orders older than 2 years to cold storage. (6) Query performance monitoring with pg_stat_statements and automated slow-query alerts.

Problem: Many MENA users use mid-to-low-end Android devices with limited RAM and slow network connections.

Solution: (1) Progressive Web App (PWA) as lightweight alternative. (2) Image optimization pipeline: WebP/AVIF with responsive srcset. (3) Lazy loading for images and below-fold components. (4) Bundle size budget: <200KB initial JS payload. (5) Offline-first architecture with service workers for catalog browsing. (6) Test on reference devices: Samsung A14, Redmi Note series.

Problem: Payment processing failures cause cart abandonment and revenue loss. Single gateway dependency is risky.

Solution: (1) Multi-gateway setup: primary (Checkout.com) + failover (Stripe/Telr). (2) Automatic gateway switching on failure detection (>2% error rate triggers failover). (3) Retry logic with idempotency keys to prevent double charges. (4) Apple Pay / Google Pay for one-tap checkout reducing friction. (5) Real-time payment monitoring dashboard with instant alerts.

Problem: Poor search results are the #1 reason for e-commerce bounce. Arabic + English bilingual search adds complexity.

Solution: (1) Elasticsearch with Arabic morphological analyzer (ICU plugin). (2) Synonym dictionaries for local dialect terms. (3) Machine-learned ranking incorporating click-through rate, conversion rate, and seller score. (4) Autocomplete with spelling correction and query suggestion. (5) Visual search via image upload for fashion and home categories. (6) A/B testing framework for continuous search relevance improvement.

Problem: APIs are the primary attack surface. OWASP API Top 10 vulnerabilities can lead to data breaches and financial loss.

Solution: (1) Input validation and parameterized queries — zero raw SQL. (2) JWT with short expiry (15min access, 7d refresh) and token rotation. (3) Rate limiting per endpoint (100 req/min general, 10 req/min auth). (4) Object-level authorization checks on every resource access. (5) Automated DAST scanning in CI/CD pipeline. (6) Annual penetration testing by certified third party. (7) Bug bounty program for responsible disclosure.

Problem: Reliance on external APIs (Google Maps, Twilio, SendGrid) creates single points of failure.

Solution: (1) Dual-provider strategy for critical services: Twilio + MessageBird for SMS, SendGrid + AWS SES for email. (2) Circuit breaker pattern with automatic failover. (3) Local caching of geocoding results. (4) Queue-based outbound messages — retry on provider failure. (5) Monthly dependency health review and SLA tracking.

Problem: Database corruption, accidental deletion, or infrastructure failure could destroy critical business data.

Solution: (1) Automated daily backups with point-in-time recovery (PITR) — 30-day retention. (2) Cross-region backup replication (UAE primary → Bahrain DR). (3) Write-ahead logging (WAL) for PostgreSQL crash recovery. (4) Infrastructure-as-Code (Terraform) for reproducible environment rebuilds. (5) Quarterly disaster recovery drills with documented RTO <4h, RPO <1h.

Problem: Sellers upload low-quality product data: blurry images, inconsistent titles, missing attributes, duplicated listings.

Solution: (1) Listing quality score algorithm: mandatory minimum score of 70/100 to go live. (2) AI-powered image quality checker rejecting <500px, watermarked, or stock photos. (3) Structured product attributes by category with required fields. (4) Bulk listing tools with template CSV/Excel imports. (5) Catalog enrichment service (paid add-on) where Wadi team optimizes listings.

Problem: Bad deployments can break production, especially during high-traffic periods.

Solution: (1) Blue-green deployments with instant rollback capability. (2) Feature flags for gradual rollouts (1% → 10% → 50% → 100%). (3) Deployment freeze windows 48h before and during peak events. (4) Automated smoke tests post-deployment. (5) Canary releases with automated error-rate monitoring — auto-rollback if error rate exceeds 1%.

Problem: UAE requires specific trade licenses for e-commerce, with different requirements across free zones vs. mainland.

Solution: (1) DMCC or DIFC free zone license with e-commerce activity code. (2) Dedicated compliance officer monitoring DED, TDRA, and CBUAE regulations. (3) Quarterly compliance audits with external legal counsel (Al Tamimi & Co or similar). (4) Proactive engagement with regulators through industry associations (Dubai Chamber e-commerce committee).

Problem: UAE Federal Decree-Law No. 45/2021 (PDPL) and KSA PDPL impose strict data handling requirements with significant penalties.

Solution: (1) Data Protection Impact Assessment (DPIA) before processing personal data. (2) Explicit consent collection with granular opt-in/opt-out. (3) Data residency: all PII stored on UAE-based servers (AWS me-south-1). (4) Right to deletion workflow: 30-day automated data purge on user request. (5) Appointed Data Protection Officer (DPO). (6) Annual staff training on data protection obligations.

Problem: UAE Consumer Protection Law (Federal Law No. 15/2020) mandates specific refund and warranty rights that override marketplace T&Cs.

Solution: (1) Return policy aligned with or exceeding legal minimums (14-day return for non-sale items). (2) Clear warranty disclosure on every listing. (3) Automated dispute resolution system with 72h first-response SLA. (4) Escalation path to DED Consumer Protection Department for unresolved cases. (5) Seller liability insurance requirement for high-value categories.

Problem: Different VAT rates and rules across UAE (5%), KSA (15%), Bahrain (10%), Oman (5%) create compliance complexity for cross-border sellers.

Solution: (1) Automated VAT calculation engine per jurisdiction at checkout. (2) VAT-inclusive pricing display as required by UAE law. (3) Automated VAT invoice generation per FTA format (Tax Registration Number, supply date, etc.). (4) Quarterly VAT return filing assistance for sellers via Wadi Tax Dashboard. (5) Integration with FTA e-invoicing system when mandated.

Problem: Brand owners may file IP complaints against Wadi for hosting infringing listings, even though sellers are the actual infringers.

Solution: (1) DMCA-equivalent takedown process: remove within 24h of valid complaint. (2) Counter-notification process for sellers to dispute claims. (3) Repeat infringer policy: 3 valid claims = permanent seller ban. (4) Proactive brand protection program with automated trademark scanning. (5) Safe harbor documentation proving Wadi acts as intermediary, not direct seller.

Problem: High-value transactions and seller payouts could be used for money laundering. UAE Central Bank and FATF have strict AML requirements.

Solution: (1) KYC verification for all sellers: Emirates ID/passport, trade license, bank account ownership proof. (2) Transaction monitoring for suspicious patterns (structuring, rapid in-out flows). (3) Sanctions screening against OFAC, EU, and UAE lists for all sellers and high-value buyers. (4) Suspicious Activity Reports (SARs) filed with UAE FIU when triggered. (5) Annual AML training for all staff handling financial operations.

Problem: UAE addresses are often imprecise (building name-based, no standardized postal codes). 10–15% first-attempt delivery failure rate.

Solution: (1) Pin-drop delivery: mandatory GPS coordinate collection at checkout. (2) Makani number integration (Dubai's official address system). (3) Pre-delivery SMS/WhatsApp notification with 2h window and reschedule option. (4) Smart locker partnerships (e.g., iMile lockers) for self-pickup alternative. (5) Three-attempt delivery policy, then return to seller with cost allocation.

Problem: Wadi's fulfillment center may run out of space as seller inventory grows, especially pre-peak season.

Solution: (1) Flexible warehouse model: core facility (owned/leased) + overflow capacity from 3PL partners. (2) Inventory aging policies: SKUs unsold for 90+ days incur storage fees, 180+ days returned to seller. (3) Dynamic slotting optimization to maximize storage density. (4) Dark store model for grocery/fresh: smaller, distributed locations. (5) Phased warehouse expansion plan aligned with GMV milestones.

Problem: Third-party delivery partners (Aramex, Fetchr, etc.) may fail SLAs, causing late deliveries and customer complaints.

Solution: (1) Multi-carrier strategy with dynamic routing based on real-time SLA performance. (2) Carrier scorecard: on-time rate, damage rate, COD collection rate — reviewed weekly. (3) Penalty clauses in carrier contracts for SLA breaches. (4) Own fleet (WadiFleet) for same-day and priority deliveries in core areas. (5) Real-time tracking integration with push notifications to buyers.

Problem: International sellers face unpredictable customs clearance times, duties, and documentation requirements.

Solution: (1) DDP (Delivered Duty Paid) model: Wadi calculates and collects duties at checkout — no surprise fees for buyers. (2) Customs brokerage partnerships for pre-clearance. (3) Bonded warehouse in JAFZA for bulk import and local distribution. (4) Prohibited items database preventing non-compliant listings. (5) Average customs clearance target: <48h for standard shipments.

Problem: Fragile items (electronics, glassware) damaged during transit result in returns, refunds, and customer dissatisfaction.

Solution: (1) Category-specific packaging standards: bubble wrap + double boxing for fragile items. (2) Packaging quality audit at fulfillment center before dispatch. (3) Shipping insurance: automatic for orders >AED 500, optional for lower values. (4) Photo-at-delivery proof for high-value items. (5) Damage rate tracking per carrier with corrective action triggers at >2%.

Problem: Slow or unpredictable payouts (common in marketplaces) frustrate sellers and drive them to competitors.

Solution: (1) Fixed payout cycle: weekly (every Thursday) for established sellers, bi-weekly for new sellers. (2) Real-time payout dashboard showing pending, processing, and completed amounts. (3) Express payout option (same-day) for 1% fee for sellers needing immediate liquidity. (4) Automated reconciliation eliminating manual processing delays. (5) Payout SLA: 99.5% of payouts processed within committed timeline.

Problem: Credential stuffing and phishing attacks compromise user accounts, leading to unauthorized purchases or seller fund theft.

Solution: (1) Mandatory 2FA for seller accounts (TOTP or SMS). (2) Optional 2FA for buyers with strong nudges. (3) Device fingerprinting and new-device login alerts. (4) Brute-force protection: account lockout after 5 failed attempts. (5) Credential breach monitoring (Have I Been Pwned API) — force password reset on match. (6) Session management: single active session by default, 30-min inactivity timeout.

Problem: Sellers buy fake positive reviews or sabotage competitors with negative reviews, destroying trust in the rating system.

Solution: (1) Verified purchase badge: only buyers who purchased can review. (2) Review velocity detection: flag sellers gaining >20 reviews/day. (3) NLP sentiment analysis to detect templated/bot reviews. (4) Reviewer reputation score based on review history and helpfulness votes. (5) Manual review audit of flagged reviews within 48h. (6) Legal action for organized review fraud rings.

Problem: Users create multiple accounts to reuse first-order coupons, share private promo codes, or exploit stacking bugs.

Solution: (1) Device fingerprinting + phone verification to detect multi-accounting. (2) Single-use coupon codes tied to user ID. (3) Promo budget caps: auto-deactivate when budget exhausted. (4) Coupon stacking rules engine preventing unintended combinations. (5) Velocity checks: flag accounts redeeming >3 promos in 24h. (6) Referral fraud detection: self-referral detection via device/IP correlation.

Problem: Distributed denial-of-service attacks can make the platform unavailable, especially timed around peak events by competitors or extortionists.

Solution: (1) Cloudflare Enterprise with DDoS protection and WAF. (2) Rate limiting at edge: 1000 req/min per IP for API, 5000 for static assets. (3) Geographic traffic analysis: block or challenge traffic from unusual regions. (4) Anycast DNS for automatic traffic distribution. (5) DDoS response playbook with defined escalation procedures. (6) Separate infrastructure for admin/internal tools — not exposed to public DDoS.

Problem: Fraudsters use stolen credit cards to purchase high-value items. Chargebacks cost fees plus lost goods.

Solution: (1) 3D Secure 2.0 mandatory for all card transactions. (2) ML fraud scoring at checkout: device, IP, order history, velocity. (3) Manual review queue for orders scoring >80 risk. (4) Address Verification Service (AVS) and CVV matching. (5) Chargeback representment process with evidence packages. (6) Fraud rate target: <0.3% of transactions.

Problem: Employees with system access could steal customer data, manipulate orders, or siphon funds.

Solution: (1) Role-based access control (RBAC) — least privilege principle. (2) All admin actions logged in immutable audit trail. (3) Segregation of duties: no single person can approve payouts + access financial systems. (4) Background checks for all employees handling financial or personal data. (5) Data Loss Prevention (DLP) tools monitoring for bulk data exports. (6) Quarterly access reviews revoking unnecessary permissions.

Problem: UAE tech talent market is competitive. Senior engineers command AED 40–60K/month. Brain drain to FAANG/Gulf tech giants.

Solution: (1) Competitive total compensation: base + equity (ESOP) + annual bonus. (2) Remote-first engineering culture attracting global talent. (3) Engineering blog, open-source contributions, and tech conference sponsorships for employer branding. (4) University partnerships (AUS, Khalifa, UAEU) for intern pipeline. (5) Structured career ladder: IC and management tracks with clear promotion criteria.

Problem: Critical systems knowledge concentrated in 1–2 engineers. If they leave, operational continuity is at risk.

Solution: (1) Mandatory documentation for all systems in internal wiki (Notion/Confluence). (2) Pair programming and code review culture — no single-author PRs for critical systems. (3) Cross-training rotations: engineers rotate through different services quarterly. (4) Architecture Decision Records (ADRs) capturing why decisions were made. (5) Bus factor audit: no system should have bus factor <2.

Problem: Customer support tickets scale linearly with order volume. Hiring proportionally is unsustainable.

Solution: (1) AI chatbot handling 60% of tier-1 queries (order status, return process, FAQ). (2) Self-service order management: cancel, return, track without contacting support. (3) Seller-direct messaging for product questions. (4) Knowledge base with 500+ articles in Arabic and English. (5) Support ticket categorization and routing via NLP. (6) Target: <1 human support contact per 20 orders.

Problem: Early-stage startups over-rely on founders for every decision, creating bottlenecks and burnout risk.

Solution: (1) Hire experienced department heads (VP Engineering, VP Ops, VP Commercial) by Series A. (2) Documented decision-making framework: what requires founder approval vs. department autonomy. (3) OKR framework with quarterly goal-setting cascading from company to team level. (4) Founder wellness: mandatory PTO policy, executive coaching, peer CEO network.

Problem: Fictitious sellers could list overpriced items and "purchase" them from other accounts to move illicit funds through Wadi's payment system.

Solution: (1) KYC/KYB verification for all sellers with document authentication. (2) Transaction pattern analysis: flag self-purchasing, circular fund flows, and price anomalies. (3) Payout holds for new sellers during first 30 days. (4) Automated alerts for sellers with >90% single-buyer concentration. (5) Compliance team review of flagged accounts within 24h. (6) SAR filing obligations fulfilled per CBUAE requirements.

Problem: Buyers purchase items, use them once (e.g., wear a dress to an event), then return as "unused." Costs sellers and Wadi.

Solution: (1) Return condition inspection at fulfillment center with photo documentation. (2) Serial returner detection: flag accounts with >40% return rate. (3) Hygiene seals on fashion/beauty items — broken seal = no return. (4) Return abuse score factored into account standing. (5) Graduated consequences: warning → reduced return window → return privilege suspension.

Problem: Competitors systematically scrape Wadi's catalog, pricing, and seller data to gain competitive intelligence.

Solution: (1) Bot detection and CAPTCHA challenges for suspicious browsing patterns. (2) Rate limiting on search and catalog API endpoints. (3) Dynamic content rendering (JS-dependent) making simple scraping harder. (4) Legal protections: terms of service prohibiting scraping + DMCA notices for stolen content. (5) Honeypot listings to detect and identify scrapers.

Problem: Sellers stuff keywords, use misleading titles, or create fake click traffic to boost search visibility artificially.

Solution: (1) Keyword stuffing detection: penalize listings with irrelevant keywords. (2) Click-through rate normalization: discount anomalous CTR spikes. (3) Search ranking based on verified conversion + delivery performance, not just clicks. (4) Human-reviewed penalties for manipulative SEO tactics. (5) Transparent seller quality score visible to sellers, incentivizing genuine optimization.

Problem: Sellers attempt to list prohibited items: alcohol, weapons, counterfeit goods, pharmaceuticals, or culturally inappropriate content for the UAE market.

Solution: (1) AI-powered listing moderation scanning titles, descriptions, and images against prohibited category database. (2) UAE-specific restricted items list aligned with UAE Federal Customs Authority guidelines. (3) Manual moderation queue for borderline items. (4) Immediate takedown + seller warning for prohibited listings. (5) Repeat offender escalation: first offense warning, second suspension, third permanent ban. (6) Regular prohibited items list updates reflecting regulatory changes.

Problem: Fraudsters create networks of fake buyer/seller accounts for review manipulation, promo abuse, or money laundering.

Solution: (1) Phone number verification (UAE numbers only for UAE accounts). (2) Device fingerprinting linking accounts on same device. (3) Graph analysis detecting account clusters with shared IPs, devices, payment methods, or shipping addresses. (4) Emirates ID verification for sellers. (5) Machine learning model trained on known fake account patterns. (6) Automated suspension of detected networks with human review.

Problem: Dominant incumbents can afford to subsidize pricing, offer lower commissions, and actively recruit Wadi's best sellers.

Solution: (1) Differentiate on seller experience: faster onboarding, better analytics, personal account managers. (2) Niche focus: categories underserved by Amazon/Noon (local artisans, UAE homegrown brands, Arabic products). (3) Seller loyalty program with commission discounts based on tenure and volume. (4) Community building: seller events, forums, and success story marketing. (5) Avoid head-to-head price wars; compete on service quality and seller tools.

Problem: Small sellers increasingly sell directly via social media, bypassing marketplaces entirely.

Solution: (1) Social commerce integration: allow sellers to list Wadi products on Instagram/TikTok with checkout-on-Wadi. (2) Creator affiliate program: influencers earn commission driving traffic to Wadi. (3) Wadi's value add: logistics, payments, buyer protection that social platforms don't offer. (4) Short-video shopping feature within Wadi app. (5) Position Wadi as the "backend" for social sellers — they sell on social, Wadi handles fulfillment.

Problem: Recession, oil price drops, or regional instability could significantly reduce UAE consumer spending.

Solution: (1) Diversified category mix including essentials (grocery, household) less affected by downturns. (2) BNPL (Buy Now Pay Later) option reducing purchase friction. (3) Value segment: "Wadi Deals" section featuring budget-friendly options. (4) Variable cost structure: commission-based model means costs scale down with GMV. (5) Cash reserves: maintain 12+ months runway at all times.

Problem: UAE government may introduce new e-commerce regulations, data localization requirements, or marketplace-specific rules.

Solution: (1) Proactive regulatory monitoring via subscriptions to DED, TDRA, and CBUAE bulletins. (2) Government relations: membership in Dubai Chamber, Abu Dhabi Chamber, and relevant industry bodies. (3) Flexible architecture allowing rapid compliance changes (e.g., data residency migration). (4) Legal counsel retainer with e-commerce specialization. (5) 90-day compliance buffer in implementation timelines for any regulatory change.

Step 1: Look up order by order ID or customer email in admin dashboard.

Step 2: Check current status and carrier tracking.

Response if on track:

"Hi [Name], thank you for reaching out! I've checked your order #[ID] — it's currently [status: being prepared / in transit / out for delivery]. The estimated delivery is [date]. You can track it live here: [tracking link]. Let me know if you need anything else!"

Response if delayed:

"Hi [Name], I'm sorry for the delay with your order #[ID]. I can see it's currently [status] and appears to be running behind schedule. I've escalated this with our logistics team and you should receive an update within [4 hours / today]. As an apology, I've added AED [10/15] credit to your Wadi Wallet. I'll personally follow up to make sure this gets to you."

Response if lost:

"Hi [Name], I sincerely apologize — your order #[ID] appears to have been lost in transit. I know this is very frustrating. Here's what I'm doing right now: [Option A: I'm sending a replacement immediately, arriving by [date]] / [Option B: I'm processing a full refund of AED [amount] to your [payment method], which will reflect in [timeframe]]. I've also escalated this with the carrier. Again, I'm sorry for this experience."

Step 1: Check order status. Cancellation only possible if status is "Pending" or "Processing" (not yet shipped).

If cancellable:

"Hi [Name], I've cancelled your order #[ID] as requested. Your refund of AED [amount] will be processed to your [original payment method] within [timeframe: instant for wallet, 3-7 days for card, 1-2 days for bank]. Is there anything else I can help with?"

If already shipped:

"Hi [Name], I'm sorry but order #[ID] has already been shipped and is currently in transit, so I'm unable to cancel it at this stage. However, you have two options: (1) You can refuse delivery when the courier arrives — we'll process a full refund once the item is returned. (2) You can accept delivery and initiate a return within 14 days for a full refund. Would you like me to help with either option?"

Step 1: Ask for photos of: the item received, the packaging, and the shipping label. Be empathetic — this is frustrating.

Response:

"Hi [Name], I'm really sorry to hear that — receiving a wrong/damaged item is unacceptable and I understand your frustration. To get this resolved quickly, could you please share: (1) A photo of the item you received, (2) A photo of the packaging showing any damage, (3) Your order number if you don't have it handy. Once I have these, I'll [send the correct item immediately / process a full refund] — whichever you prefer. We'll also arrange a free pickup of the incorrect/damaged item at your convenience."

After photos received:

"Thank you for the photos, [Name]. I've confirmed the issue. Here's what I've done: [1. Replacement order #[NEW_ID] created — arriving by [date]. 2. Free return pickup scheduled for [date/time] for the wrong/damaged item. 3. AED [15/25] courtesy credit added to your Wadi Wallet for the inconvenience.] I apologize again and I've flagged this with the seller to prevent it from happening to other customers."

Step 1: Look up the return/refund record. Check refund status in payment gateway (Checkout.com dashboard).

If refund was processed:

"Hi [Name], I've checked and your refund of AED [amount] was processed on [date]. Here's the reference: [refund ID]. For card refunds, it typically takes 5–10 business days to appear on your statement depending on your bank. If it hasn't appeared by [date + 10 business days], please contact your bank with this reference number and they can trace it. If you're still having trouble after that, come back to me and I'll escalate with our payment provider directly."

If refund is pending/delayed:

"Hi [Name], I apologize for the delay. I can see your refund of AED [amount] is still being processed — it should have been completed by now. I've escalated this to our finance team with priority and they'll process it within [24 hours]. I'll follow up with you personally to confirm when it's done. As an apology for the wait, I've added AED [10] to your Wadi Wallet."

Payment failed:

"Hi [Name], I'm sorry your payment didn't go through. This can happen for a few reasons: (1) Insufficient funds — please check your balance. (2) 3D Secure verification timed out — try again and complete the bank verification quickly. (3) Card restrictions — some banks block online transactions by default; you may need to enable e-commerce payments in your banking app. (4) Try a different payment method (another card, Apple Pay, or Cash on Delivery). If it keeps failing, your bank may be blocking the transaction — please call them and authorize payments to 'Wadi Marketplace'."

Double charge:

"Hi [Name], I understand how concerning a double charge is. In most cases, this is a temporary authorization hold by your bank — not an actual charge. The duplicate hold typically drops within 3–5 business days automatically. However, I've checked on our end and I can confirm only ONE charge of AED [amount] was processed for order #[ID]. If the duplicate still shows after 5 business days, please share a screenshot of your bank statement and I'll work with our payment provider to get it reversed immediately."

"Hi [Name], thank you for letting us know about this. Quality is something we take very seriously at Wadi. I'm sorry this product didn't meet your expectations. Here's what I'm doing: (1) I've filed a quality report against this seller — our quality team will review and take action. (2) For your order, you can [return for full refund / keep the item and receive a partial refund of AED X / exchange for a different product]. Which option works best for you? Your feedback directly helps us maintain high standards on the platform."

Internal action: Log quality complaint in seller profile. If seller receives 5+ quality complaints in 30 days → trigger quality audit (SOP). If >10 complaints or >5% complaint rate → temporary suspension pending review.

"Hi [Seller Name], thank you for reaching out about your payout. Let me check the details: Your payout for the period [date range] of AED [amount] is [status: scheduled for Thursday / processed on [date] / under review]. You can always see your full payout history and breakdown in Seller Dashboard → Financials → Payout History. Each payout shows: orders included, commission deducted, return adjustments, and net amount. If you see a discrepancy, please note the specific order numbers and I'll have our finance team investigate within 48 hours."

"Hi [Seller Name], your listing '[Product Title]' was not approved for the following reason: [specific reason — e.g., 'Image resolution below 800×800px' / 'Description contains external URL' / 'Category mismatch']. Here's how to fix it: [specific instructions]. Once updated, please resubmit and we'll review within 4 hours. If you need help optimizing your listing, I'm happy to schedule a quick call — our top sellers typically see 30% more sales with optimized listings."

Step 1: Understand reason (always ask — this is churn intelligence). Log reason in CRM.

"Hi [Seller Name], I'm sorry to hear you're considering leaving Wadi. Before we process this, I'd really like to understand what's not working — your feedback helps us improve. Would you be open to a quick 10-minute call? Many sellers who've had similar concerns found that we could [address their issue]. If you do decide to close: (1) All pending orders must be fulfilled first. (2) Final payout will be processed in the next cycle. (3) Account will be deactivated (not deleted) for 90 days in case you change your mind. (4) After 90 days, all data is permanently removed per our privacy policy."

Internal action: Escalate to SSM immediately. SSM has 24h to conduct retention call. Offer: commission reduction for 3 months, featured placement, or dedicated support — based on seller value tier.

Budget: 30% of total marketing budget. Campaign structure:

• Brand campaigns: "Wadi marketplace", "Wadi UAE" — protect brand terms. Target CPC <AED 0.50.

• Category campaigns: "buy electronics online UAE", "women fashion Dubai" — high-intent shoppers. Target CPC <AED 3.00.

• Google Shopping: Product feed synced daily via Merchant Center. Optimized titles and images. Target ROAS >5×.

• Retargeting: Display ads to cart abandoners (7 days) and past purchasers (30 days). Frequency cap: 3/day.

Optimization cadence: Bid adjustments daily. Negative keywords added weekly. Landing page tests monthly.

Budget: 25% of total marketing budget. Campaign types:

• Awareness: Reels/Stories showcasing top products, seller stories, lifestyle content. Target: <AED 15 CPM.

• Conversion: Catalog ads (dynamic product ads from feed). Retarget website visitors + lookalike audiences. Target: <AED 40 CPA.

• Engagement: Contest/giveaway campaigns to grow followers. UGC (user-generated content) campaigns.

Audience strategy: Primary: UAE residents, 22–45, online shoppers. Exclude existing customers for acquisition campaigns. Lookalike 1% of past purchasers for prospecting.

Creative rotation: New creative sets every 2 weeks to combat ad fatigue. Format split: 60% Reels/video, 30% carousel, 10% static.

Budget: 15% of total marketing budget. Tier strategy:

• Micro (5K–25K followers): Product gifting only. 20 influencers/month. Authentic reviews. Track via unique discount codes.

• Mid (25K–100K): AED 500–2,000 per post + product gifting. 5 influencers/month. Negotiate 2-post packages (Story + Reel).

• Macro (100K+): AED 3,000–10,000 per campaign. 1–2/month for major launches or peak events. Written contract with deliverables, usage rights, and performance guarantees.

Process: (1) Identify via Instagram search + influencer platforms (Collabstr, Aspire). (2) Check audience authenticity (fake follower audit). (3) Send brief with key messages, hashtags, link. (4) Review content before posting. (5) Track: unique code redemptions, link clicks (UTM), follower growth.

Legal: All influencer content must include #ad or #sponsored per UAE advertising regulations (National Media Council guidelines).

Budget: 10% (mostly content creation costs). 3-pillar approach:

• Technical SEO: Next.js SSR for crawlability. XML sitemap auto-generated. Schema markup (Product, BreadcrumbList, Organization). Core Web Vitals optimization (LCP <2.5s, CLS <0.1). Mobile-first indexing. Arabic hreflang tags.

• Content SEO: Blog publishing 3×/week. Topics: buying guides ("Best smartphones under AED 1000"), comparisons, seasonal content ("Ramadan gift ideas"). Target long-tail Arabic + English keywords. Each article: 1,200+ words, 3+ internal links, optimized meta title/description.

• Off-page SEO: Backlink outreach to UAE media (Gulf News, Khaleej Times tech sections). Guest posts on e-commerce blogs. PR for milestones (seller count, GMV, partnerships). Target: 20 quality backlinks/month.

Target: 30% of total traffic from organic search by Month 6. 50% by Month 12.

Email platform: SendGrid / Mailchimp. WhatsApp: WhatsApp Business API via Twilio/MessageBird.

Automated flows:

• Welcome series: 3 emails over 7 days (welcome + AED 25 coupon → category highlights → social proof/reviews).

• Cart abandonment: Email at 1h, 24h, 72h. WhatsApp at 2h (highest open rate). Include cart items + urgency ("only 3 left").

• Post-purchase: Order confirmation → shipping notification → delivery confirmation → review request (day 3) → cross-sell (day 14).

• Re-engagement: "We miss you" email at 30 days inactive, 60 days (with coupon), 90 days (final attempt).

• Broadcast campaigns: 2×/week max to avoid fatigue. Flash sales, new arrivals, seasonal content. Segment by purchase history and category interest.

KPIs: Email open rate >25%, click rate >4%, unsubscribe <0.3%. WhatsApp read rate >85%, click rate >15%.

1.1 "Platform" means the Wadi website (wadi.ae), mobile applications, and all related services operated by [Wadi Marketplace LLC / Wadi DMCC], a company registered in the United Arab Emirates under Trade License No. [______].

1.2 "Buyer" / "You" / "User" means any natural person aged 18 years or older, or a legal entity, who registers an account on the Platform to browse, purchase, or interact with products and services.

1.3 "Seller" means a third-party vendor who lists and sells products through the Platform under a separate Seller Agreement with Wadi.

1.4 "Order" means a purchase transaction initiated by a Buyer through the Platform, consisting of one or more items from one or more Sellers.

1.5 "GMV" means the total value of products sold, inclusive of VAT, delivery charges, and before any deductions.

1.6 "Wadi Wallet" means the digital wallet within the Platform used for credits, refunds, and promotional balances.

1.7 "Business Day" means any day other than Friday, Saturday, or UAE public holidays.

1.8 These Terms shall be governed by and construed in accordance with the laws of the United Arab Emirates as applied in the Emirate of Dubai.

2.1 To use the Platform, you must create an account by providing: a valid email address, mobile phone number, full legal name, and a secure password.

2.2 You must be at least 18 years of age or the age of legal majority in your jurisdiction. By registering, you represent and warrant that you meet this requirement.

2.3 You are responsible for maintaining the confidentiality of your account credentials. You agree to notify Wadi immediately of any unauthorized access to your account.

2.4 You may not create multiple accounts. Wadi reserves the right to merge, suspend, or terminate duplicate accounts without notice.

2.5 Wadi reserves the right to refuse registration or terminate accounts at its sole discretion, including for: providing false information, previous account termination, suspected fraud, or violation of these Terms.

2.6 Account data is processed in accordance with our Privacy Policy (Document 3 below).

3.1 All prices displayed on the Platform are in United Arab Emirates Dirhams (AED) and are inclusive of 5% Value Added Tax (VAT) unless explicitly stated otherwise.

3.2 Prices are set by individual Sellers. Wadi does not control Seller pricing but may display comparative market data.

3.3 By placing an Order, you make a binding offer to purchase the selected products at the displayed price, plus applicable delivery charges.

3.4 An Order is confirmed when: (a) payment is successfully processed (for prepaid orders), or (b) the Order is accepted by the system (for Cash on Delivery orders).

3.5 Wadi reserves the right to cancel Orders in the following cases: (a) pricing errors or system glitches resulting in incorrect pricing, (b) product unavailability after Order placement, (c) suspected fraud or violation of these Terms, (d) Seller inability to fulfill. In all such cases, a full refund will be issued.

3.6 Accepted payment methods: credit/debit cards (Visa, Mastercard), Apple Pay, Google Pay, Wadi Wallet balance, Cash on Delivery (subject to availability and order value limits), and Buy Now Pay Later (via approved third-party providers).

3.7 Cash on Delivery orders may be subject to: (a) a COD surcharge of AED [5–10], (b) order value limits, (c) OTP verification. Repeated COD delivery refusals may result in COD privilege suspension.

3.8 All payment card transactions are processed through PCI-DSS Level 1 compliant payment processors. Wadi does not store card numbers.

4.1 Delivery timelines are estimates, not guarantees. Standard delivery: 2–5 Business Days within UAE. Express/Same-day delivery: available in select areas, subject to order cutoff times.

4.2 Delivery is to the address provided by the Buyer at checkout. It is the Buyer's responsibility to provide accurate and complete delivery information, including GPS coordinates where requested.

4.3 If delivery fails due to incorrect address, recipient unavailability, or refusal to accept, up to three (3) delivery attempts will be made. After the third failed attempt, the order will be returned to the Seller and a refund issued minus any applicable return shipping costs.

4.4 For orders exceeding AED 500 in value, delivery may require OTP verification or signature confirmation.

4.5 Risk of loss and title to products pass to you upon delivery confirmation. Wadi is not liable for products after confirmed delivery.

4.6 Delivery charges are calculated based on: delivery speed selected, delivery location, order weight/dimensions, and Seller location. Charges are displayed at checkout before order confirmation.

5.1 You may return most products within fourteen (14) calendar days of delivery, provided: (a) the product is unused and in original condition, (b) original packaging and tags are intact, (c) the product is not in an excluded category (see 5.4).

5.2 To initiate a return: submit a return request via the Platform specifying the reason and uploading photographs if the product is damaged or defective. Approved returns will receive a prepaid return shipping label or scheduled pickup.

5.3 Refunds are processed as follows: (a) Wadi Wallet credit: instant upon return approval. (b) Original payment method: 5–10 Business Days for card refunds, 2–3 Business Days for bank transfers. (c) COD orders: refunded to Wadi Wallet or bank transfer (buyer provides IBAN).

5.4 Non-returnable items: perishable goods, intimate/hygiene products (underwear, swimwear, cosmetics if opened), customized/personalized items, downloadable software/digital goods, items explicitly marked "non-returnable" on the product page.

5.5 Defective/wrong items: may be returned at any time within the manufacturer's warranty period. Wadi will cover return shipping costs. Buyer may choose replacement or full refund.

5.6 Order cancellation: Orders may be cancelled free of charge before the Seller ships. After shipping, cancellation is not possible — the Buyer may refuse delivery or return after receipt.

5.7 Wadi reserves the right to refuse returns that do not meet the conditions in this Article, or to impose return restrictions on accounts with excessive return patterns (>40% return rate).

5.8 This return policy does not affect your statutory rights under UAE Federal Law No. 15/2020 on Consumer Protection.

6.1 You agree not to: (a) use the Platform for any unlawful purpose, (b) create fake accounts or impersonate others, (c) manipulate reviews, ratings, or search results, (d) abuse promotional codes or referral programs, (e) engage in fraudulent transactions or chargebacks, (f) scrape, crawl, or automatically extract data from the Platform, (g) interfere with Platform security or functionality, (h) resell purchased products commercially without Wadi's written consent.

6.2 Violation of these obligations may result in: account suspension or termination, forfeiture of Wadi Wallet balance, reversal of promotional credits, and/or legal action for damages.

7.1 Wadi operates as an online marketplace platform. Wadi is not the seller of products listed by third-party Sellers. The contract of sale is between the Buyer and the Seller.

7.2 Wadi facilitates the transaction by providing: the technology platform, payment processing, dispute resolution services, and (optionally) logistics coordination.

7.3 Wadi does not guarantee: product quality, accuracy of Seller descriptions, Seller's legal compliance, or fitness for a particular purpose. However, Wadi actively monitors and takes action against non-compliant Sellers.

7.4 Wadi's total liability to any Buyer shall not exceed the total amount paid by the Buyer for the specific Order giving rise to the claim.

7.5 Wadi shall not be liable for: indirect, consequential, or incidental damages; loss of profits or data; force majeure events (war, pandemic, natural disaster, government action); or any act or omission of third-party Sellers or delivery partners.

7.6 Nothing in these Terms excludes or limits liability for: death or personal injury caused by negligence, fraud, or any liability that cannot be excluded under UAE law.

8.1 In the event of a dispute between a Buyer and Wadi or a Seller, the parties shall first attempt to resolve the matter through Wadi's internal dispute resolution process (see Section 30, SOP-006).

8.2 If the dispute cannot be resolved internally within thirty (30) days, the Buyer may file a complaint with the Dubai Department of Economic Development (DED) Consumer Protection Division.

8.3 These Terms are governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai.

8.4 Any dispute not resolved through the above mechanisms shall be referred to the exclusive jurisdiction of the courts of Dubai, UAE, or the DIFC Courts if applicable.

8.5 The Arabic version of these Terms shall prevail in case of any discrepancy with the English translation.

9.1 Wadi reserves the right to modify these Terms at any time. Changes will be posted on the Platform and notified via email to registered users. Continued use of the Platform after 30 days of notification constitutes acceptance of the modified Terms.

9.2 If any provision of these Terms is found to be unenforceable, the remaining provisions shall continue in full force and effect.

9.3 Wadi's failure to enforce any right or provision shall not constitute a waiver of that right.

9.4 These Terms, together with the Privacy Policy and any Order-specific terms, constitute the entire agreement between you and Wadi.

9.5 Contact: For any questions regarding these Terms, contact [email protected] or write to: Wadi Marketplace, [Address], Dubai, UAE.

Last Updated: [Date]  |  Version: 1.0

This Seller Agreement ("Agreement") is entered into between:

(1) Wadi Marketplace [Wadi Marketplace LLC / Wadi DMCC], a company registered in the United Arab Emirates, Trade License No. [______], having its registered office at [Address], Dubai, UAE ("Wadi" or "Platform").

(2) The Seller, as identified in the Seller registration form, being a natural person or legal entity holding a valid UAE trade license authorizing the sale of goods ("Seller" or "You").

WHEREAS: Wadi operates an online multi-vendor marketplace and the Seller wishes to list and sell products through the Platform. The parties agree to the following terms governing their commercial relationship.

Effective Date: This Agreement becomes effective upon Wadi's approval of the Seller's registration application.

2.1 The Seller must provide and maintain: (a) A valid UAE trade license with e-commerce or trading activity code. (b) Emirates ID or passport of the authorized signatory. (c) UAE bank account in the name of the licensed business entity. (d) VAT Tax Registration Number (TRN) if annual turnover exceeds AED 375,000.

2.2 The Seller represents and warrants that: (a) all information provided is accurate and current, (b) they are legally authorized to sell the products listed, (c) products comply with all applicable UAE laws and regulations, (d) they hold all necessary permits, brand authorizations, and intellectual property rights.

2.3 Wadi reserves the right to reject any application or terminate any account if the Seller fails to meet eligibility requirements at any time.

2.4 The Seller shall notify Wadi within 7 days of any material change to their business information (trade license renewal, ownership change, bank account change).

3.1 The Seller is solely responsible for: product titles, descriptions, images, pricing, stock levels, and all listing content. All content must be accurate, not misleading, and comply with UAE Consumer Protection Law.

3.2 The Seller shall not list: (a) counterfeit or unauthorized products, (b) products prohibited by UAE law, (c) products violating third-party intellectual property rights, (d) products that are unsafe, recalled, or expired, (e) any content that is defamatory, obscene, or culturally inappropriate for the UAE market.

3.3 Listing content must not contain: external URLs, phone numbers, email addresses, social media handles, or any information intended to direct buyers off-platform.

3.4 Wadi reserves the right to: edit, remove, or deactivate any listing that violates these standards, without prior notice. Wadi may also remove listings for quality score below 50/100.

3.5 Prices must include VAT. The Seller is responsible for correct VAT calculation and compliance.

3.6 The Seller grants Wadi a non-exclusive, royalty-free, worldwide license to use, reproduce, modify, and display listing content (images, text, trademarks) for the purpose of operating and promoting the Platform.

4.1 Commission: Wadi charges a commission on each completed sale, calculated as a percentage of the item price (inclusive of VAT). Standard rate: 15% of item selling price. Category-specific rates and volume discounts as per the Fee Schedule (Appendix A to this Agreement).

4.2 Additional fees: (a) Payment processing fee: included in commission. (b) WadiShip fulfillment fee: per-item fee as per WadiShip rate card (if opted in). (c) Wadi Ads: charged per-click or per-impression as per advertising rate card. (d) Late shipment penalty: AED 10 per order shipped after SLA deadline.

4.3 Payouts: Net payout = Item selling price – Commission – Applicable fees – Return adjustments – Penalties. Payouts processed weekly (every Thursday) via bank transfer to the Seller's registered bank account. Minimum payout: AED 50. Amounts below minimum roll over to next cycle.

4.4 Holds & Reserves: Wadi may hold or delay payouts in the following cases: (a) New seller onboarding period (first 14 days). (b) Fraud investigation. (c) Excessive chargeback rate (>1%). (d) Pending dispute resolution. (e) Regulatory requirement. Held funds will be released upon resolution.

4.5 Invoicing: Wadi issues a tax invoice to the Seller for commission and fees charged, compliant with FTA e-invoicing requirements.

4.6 Commission rates may be changed with 30 days written notice. Continued use of the Platform after the notice period constitutes acceptance.

5.1 The Seller must acknowledge orders within 2 hours of receipt and ship within the agreed SLA: same-day for orders received before 2:00 PM, next business day for orders received after.

5.2 The Seller must use Wadi-approved shipping methods and provide valid tracking information. All shipments must use Wadi-generated shipping labels.

5.3 The Seller is responsible for: proper packaging (preventing damage in transit), accurate weight/dimension declaration, including a packing slip with order details.

5.4 Performance standards: The Seller must maintain: (a) Order acceptance rate ≥95%, (b) On-time shipping rate ≥95%, (c) Cancellation rate ≤2%, (d) Return/defect rate ≤10%. Failure to maintain these standards may result in reduced listing visibility, increased commission, or account suspension.

5.5 If the Seller cannot fulfill an order (out of stock, pricing error), the Seller must cancel the order within 4 hours with a valid reason. Excessive cancellations (>3% of orders) will trigger a performance review.

6.1 The Seller agrees to Wadi's Return Policy as published on the Platform. Buyers may return products within 14 days of delivery per the policy terms.

6.2 For returns due to Seller fault (wrong item, defective product, not as described): the Seller bears all return shipping costs and the commission is refunded to the Seller minus a processing fee.

6.3 For returns due to Buyer preference (change of mind): return shipping costs are borne by the Buyer. Commission is refunded to the Seller.

6.4 In disputes between Buyer and Seller, Wadi acts as a mediator. Wadi's dispute resolution decision is binding on both parties for amounts up to AED 2,000. For higher amounts, parties may pursue legal remedies.

6.5 The Seller agrees to participate in good faith in all dispute resolution processes and to provide requested evidence (photos, tracking, communication records) within 48 hours.

7.1 The Seller warrants that: (a) they own or are authorized to sell all listed products, (b) product listings do not infringe any third-party intellectual property rights, (c) they hold valid brand authorization letters for branded products (available upon Wadi's request).

7.2 If a third party (brand owner) files an IP complaint against a Seller's listing, Wadi will: (a) remove the listing within 24 hours, (b) notify the Seller, (c) allow the Seller 10 business days to provide counter-evidence. If counter-evidence is insufficient, the removal is permanent.

7.3 The Seller indemnifies Wadi against all claims, losses, and expenses arising from IP infringement by the Seller's products or content.

7.4 Three (3) valid IP complaints within a 12-month period result in permanent account termination.

8.1 The Seller shall not, directly or indirectly: (a) solicit Wadi buyers to transact off-platform, (b) include business cards, flyers, or promotional material in packages directing buyers to other channels, (c) share personal contact details (phone, email, social media) with buyers through Platform messaging.

8.2 Violation of non-circumvention provisions will result in: First offense: written warning + AED 500 penalty deducted from next payout. Second offense: 30-day account suspension + AED 2,000 penalty. Third offense: permanent account termination + forfeiture of pending payouts.

8.3 This Agreement does not grant exclusive selling rights. The Seller may sell on other platforms, provided they do not use Wadi customer data to do so.

9.1 This Agreement is effective from the date of account approval and continues indefinitely until terminated by either party.

9.2 Termination by Seller: The Seller may terminate by providing 30 days written notice via email to [email protected]. All pending orders must be fulfilled before account deactivation. Final payout processed in the next regular cycle.

9.3 Termination by Wadi: Wadi may terminate immediately for: (a) material breach of this Agreement, (b) fraud or illegal activity, (c) failure to maintain eligibility requirements, (d) sustained performance below minimum standards after a performance improvement period. Wadi may terminate with 30 days notice for: (e) business strategy changes, (f) platform discontinuation.

9.4 Upon termination: (a) All active listings deactivated immediately. (b) Pending orders: must be fulfilled (or Wadi will cancel and refund buyers). (c) Final payout: processed within 30 days, minus any pending returns, disputes, or penalties. (d) Data: Seller may request export of their data within 60 days. After 90 days, data is permanently deleted per Privacy Policy.

9.5 Obligations that survive termination: confidentiality (Article 10), indemnification (Article 7.3), non-circumvention (Article 8, for 12 months post-termination), and any outstanding financial obligations.

10.1 Each party shall keep confidential all non-public information received from the other party, including: business strategies, financial data, customer data, technical specifications, and pricing structures.

10.2 The Seller acknowledges that Buyer data (names, addresses, order history) is owned by Wadi. The Seller may only use Buyer data for the purpose of fulfilling orders. The Seller shall not: export, sell, share, or use Buyer data for marketing, analytics, or any purpose beyond order fulfillment.

10.3 Wadi may use aggregated, anonymized Seller data for: platform analytics, benchmarking, marketing materials, and investor reporting. Individual Seller data will not be disclosed to third parties without consent, except as required by law.

10.4 Confidentiality obligations survive termination for a period of two (2) years.

Data Controller: [Wadi Marketplace LLC / Wadi DMCC], registered in Dubai, UAE. Trade License No. [______].

Data Protection Officer (DPO): [Name], reachable at [email protected].

Registered Address: [Full address], Dubai, United Arab Emirates.

This Privacy Policy explains how Wadi collects, uses, stores, shares, and protects your personal data in compliance with UAE Federal Decree-Law No. 45/2021 on the Protection of Personal Data ("PDPL") and applicable data protection regulations.

Data you provide directly:

• Account registration: Full name, email address, mobile number, password (hashed), date of birth (optional).

• Orders: Delivery address (including GPS coordinates), payment method details (tokenized — we do not store card numbers), order history.

• Seller registration: Business name, trade license details, Emirates ID/passport, bank account details (IBAN), VAT TRN.

• Communications: Customer support messages, reviews, ratings, seller messages, survey responses.

Data collected automatically:

• Device data: IP address, browser type, operating system, device identifier, screen resolution.

• Usage data: Pages visited, search queries, products viewed, time on site, click patterns, referral source.

• Location data: GPS coordinates (only when you use the delivery pin-drop feature, with your consent).

• Cookies & tracking: Essential cookies (session management), functional cookies (preferences), analytics cookies (Google Analytics), advertising cookies (Meta Pixel, Google Ads). See Cookie Policy section below.

Data from third parties:

• Payment processors: Transaction status, fraud risk scores (from Checkout.com/Stripe).

• Social login: Profile information from Google/Apple/Facebook if you choose social login.

• Delivery partners: Delivery status, proof of delivery photos, GPS delivery coordinates.

Contract performance (PDPL Art. 5): Processing orders, managing your account, processing payments and refunds, communicating order status, providing customer support, managing seller payouts.

Legal obligation (PDPL Art. 5): VAT compliance and tax reporting, AML/KYC verification for sellers, responding to law enforcement requests, consumer protection compliance.

Legitimate interest (PDPL Art. 5): Fraud prevention and security monitoring, platform improvement and analytics, personalized product recommendations, customer segmentation for marketing.

Consent (PDPL Art. 5): Marketing emails and SMS (opt-in), push notifications, advertising cookies and targeted ads, location services. You may withdraw consent at any time via account settings or by contacting [email protected].

We share data with:

• Sellers: Buyer name, delivery address, and order details (necessary for order fulfillment only).

• Payment processors: Checkout.com, Stripe (transaction processing, PCI-DSS compliant).

• Delivery partners: Aramex, iMile, etc. (name, address, phone for delivery).

• Cloud providers: AWS (me-south-1, UAE region), Vercel (data processing).

• Analytics: Google Analytics (anonymized), Mixpanel (pseudonymized).

• Law enforcement: When required by UAE law, court order, or regulatory authority.

International transfers: Primary data storage is in AWS me-south-1 (Bahrain/UAE region). Some data may be processed in the EU or US by service providers (Stripe US, SendGrid US). Where data is transferred internationally, we ensure: adequate data protection measures are in place, standard contractual clauses are executed, and transfers comply with PDPL requirements.

We never sell your personal data to third parties.

• Active accounts: Data retained for the duration of the account relationship plus 2 years after account closure.

• Order data: Retained for 7 years for tax/legal compliance (UAE Federal Tax Authority requirement).

• Marketing data: Until consent is withdrawn or 2 years of account inactivity.

• Seller KYC documents: 5 years after relationship ends (AML requirement).

• Server logs: 90 days, then automatically purged.

• Support tickets: 3 years from resolution.

• Account deletion request: Personal data deleted within 30 days, except data required to be retained by law. Anonymized/aggregated data may be retained indefinitely for analytics.

Under the UAE PDPL, you have the right to:

• Access: Request a copy of your personal data held by Wadi.

• Rectification: Request correction of inaccurate data.

• Erasure: Request deletion of your data (subject to legal retention obligations).

• Restriction: Request that we limit processing of your data.

• Data portability: Receive your data in a structured, machine-readable format.

• Objection: Object to processing based on legitimate interest or direct marketing.

• Withdraw consent: For processing based on consent, at any time.

How to exercise: Email [email protected] or use the "Privacy Settings" page in your account. We will respond within 30 days. We may request identity verification before processing your request.

Right to complain: You may file a complaint with the UAE Data Office if you believe your data protection rights have been violated.

We implement the following security measures to protect your data:

• Encryption: TLS 1.3 for data in transit. AES-256 for data at rest. Database-level encryption for PII fields.

• Access control: Role-based access (RBAC). Multi-factor authentication for admin access. Least-privilege principle.

• Monitoring: 24/7 intrusion detection. Real-time security event logging. Automated anomaly detection.

• Testing: Annual penetration testing by certified third party. Automated vulnerability scanning in CI/CD. Bug bounty program for responsible disclosure.

• Incident response: Documented data breach response plan. Notification to UAE Data Office within 72 hours of confirmed breach. Notification to affected individuals without undue delay.

• Physical security: Cloud infrastructure in SOC 2 Type II certified data centers. No personal data stored on employee devices.

Essential cookies (always active): Session management, authentication, security tokens, shopping cart. Cannot be disabled.

Functional cookies (opt-in): Language preference, theme (dark/light mode), recently viewed products. Enhance user experience but not required.

Analytics cookies (opt-in): Google Analytics (GA4), Mixpanel, Hotjar. Track usage patterns to improve the platform. Data anonymized/pseudonymized.

Advertising cookies (opt-in): Meta Pixel, Google Ads, TikTok Pixel. Enable retargeting and conversion tracking. Can be disabled via cookie settings or browser.

Cookie consent: A consent banner is shown on first visit. You may change preferences at any time via "Cookie Settings" in the footer. We respect browser Do Not Track signals for analytics and advertising cookies.

Cookie retention: Session cookies: expire when browser closes. Persistent cookies: maximum 12 months, then require re-consent.

MUTUAL NON-DISCLOSURE AGREEMENT

This Non-Disclosure Agreement ("Agreement") is entered into as of [DATE] ("Effective Date") between:

Party A: [Wadi Marketplace LLC / Wadi DMCC], Trade License No. [______], represented by [Name], [Title] ("Wadi").

Party B: [Full Legal Name / Company Name], [Trade License No. / ID No.], represented by [Name], [Title] ("Recipient").

1. Purpose. The parties wish to explore a potential business relationship regarding [describe: partnership, vendor engagement, investment discussion, employment, etc.] ("Purpose") and may need to share confidential information.

2. Definition of Confidential Information. "Confidential Information" means any non-public information disclosed by either party, including but not limited to: business plans, financial data, customer data, technical specifications, product roadmaps, pricing strategies, marketing plans, source code, trade secrets, employee information, and any information designated as "confidential" at the time of disclosure. Confidential Information includes information disclosed orally, in writing, electronically, or by inspection.

3. Exclusions. Confidential Information does not include information that: (a) is or becomes publicly available through no fault of the receiving party, (b) was known to the receiving party before disclosure, (c) is independently developed without use of Confidential Information, (d) is rightfully received from a third party without restriction.

4. Obligations. The receiving party shall: (a) use Confidential Information solely for the Purpose, (b) not disclose Confidential Information to any third party without prior written consent, (c) protect Confidential Information with at least the same degree of care used for its own confidential information (but no less than reasonable care), (d) limit access to employees and advisors who need to know and who are bound by confidentiality obligations at least as protective as this Agreement.

5. Required Disclosure. If compelled by law, regulation, or court order to disclose Confidential Information, the receiving party shall: (a) promptly notify the disclosing party (to the extent legally permitted), (b) cooperate in seeking a protective order, (c) disclose only the minimum required.

6. Return/Destruction. Upon written request or termination of discussions, the receiving party shall promptly return or destroy all Confidential Information and certify destruction in writing. Exceptions: copies retained in automated backup systems (subject to ongoing confidentiality), and copies required to be retained by law.

7. No License. No rights or licenses are granted under this Agreement except the limited right to use Confidential Information for the Purpose.

8. Term. This Agreement remains in effect for two (2) years from the Effective Date. Confidentiality obligations survive termination for an additional two (2) years.

9. Remedies. The parties acknowledge that breach may cause irreparable harm for which monetary damages are inadequate. The disclosing party is entitled to seek injunctive relief in addition to other remedies.

10. Governing Law. This Agreement is governed by the laws of the United Arab Emirates as applied in the Emirate of Dubai. Disputes shall be submitted to the exclusive jurisdiction of the Dubai courts.

11. Entire Agreement. This Agreement constitutes the entire agreement regarding confidentiality and supersedes all prior agreements on this subject.

IN WITNESS WHEREOF, the parties have executed this Agreement:

Party A (Wadi): Name: _____________   Title: _____________   Signature: _____________   Date: _____________

Party B: Name: _____________   Title: _____________   Signature: _____________   Date: _____________

EMPLOYEE CONFIDENTIALITY, NON-SOLICITATION & INTELLECTUAL PROPERTY ASSIGNMENT AGREEMENT

This Agreement is entered into between [Wadi Marketplace LLC / Wadi DMCC] ("Company") and [Employee Full Name], Emirates ID No. [______] ("Employee"), effective as of [Start Date].

1. Confidentiality. During and after employment, the Employee shall not disclose, use, or exploit any Confidential Information of the Company. Confidential Information includes: source code, algorithms, databases, customer lists, seller data, financial records, business strategies, pricing models, marketing plans, employee compensation data, and any information not publicly available.

2. Intellectual Property Assignment. All inventions, works of authorship, designs, code, algorithms, trade secrets, and other intellectual property created by the Employee during employment and related to the Company's business are the exclusive property of the Company. The Employee hereby irrevocably assigns all rights, title, and interest in such IP to the Company. This includes work created: during working hours, using Company resources, or related to the Company's current or planned business activities.

3. Non-Solicitation. For a period of twelve (12) months after termination of employment, the Employee shall not: (a) solicit or recruit any Company employee, contractor, or consultant, (b) solicit or divert any Company customer, seller, or business partner, (c) induce any of the above to terminate their relationship with the Company.

4. Non-Compete. For a period of twelve (12) months after termination, the Employee shall not work for, consult for, or own an interest in any business that directly competes with Wadi's marketplace operations within the UAE and GCC. [Note: UAE law limits non-competes to reasonable scope, geography, and duration. Consult lawyer for enforceability.]

5. Return of Property. Upon termination, the Employee shall immediately return: all Company devices (laptops, phones), access badges, documents (physical and digital), and any materials containing Confidential Information. The Employee shall permanently delete Company data from personal devices and provide written certification.

6. Remedies. Breach of this Agreement may result in: disciplinary action up to termination, claim for damages, and injunctive relief. The Employee acknowledges that breach may cause irreparable harm to the Company.

7. Governing Law. This Agreement is governed by UAE law and the provisions of Federal Decree-Law No. 33/2021 on Labor Relations.

Employee: Name: _____________   Signature: _____________   Date: _____________

Company: Name: _____________   Title: _____________   Signature: _____________   Date: _____________

Severity: P1 — Critical. Impact: No one can browse, order, or access accounts.

0–15 min: Status page → "Investigating: We're aware the platform is currently experiencing issues and our team is actively investigating. We'll update you shortly."

15–30 min: Social media → "We're aware that wadi.ae is currently experiencing technical difficulties. Our engineering team is working to resolve this as quickly as possible. We'll keep you updated here. We're sorry for the inconvenience."

Every 1–2 hours: Status page + social update → "Update: Our team has identified the issue and is working on a fix. We expect to have the platform back online within [estimated time]. We appreciate your patience."

On resolution: Status page → "Resolved: The platform is back online and functioning normally. The outage lasted [duration]. We know this was frustrating and we're sorry. We're conducting a thorough review to prevent this from happening again."

24h after: Email to all users → "Earlier today, Wadi experienced a [duration] outage affecting [scope]. Here's what happened, what we did, and what we're doing to make sure it doesn't happen again: [brief explanation]. As an apology, all orders placed today receive free express shipping with code WEBACK."

Internal: Post-mortem within 48h. All findings documented. Action items assigned.

Severity: P1 — Critical. Legal obligations: PDPL requires notification to UAE Data Office within 72 hours + notification to affected individuals.

0–4 hours (Internal): Contain the breach (isolate affected systems). Assess scope: what data was exposed, how many users affected, how it happened. Engage legal counsel immediately. Do NOT communicate externally until scope is understood.

4–24 hours: Notify UAE Data Office (if personal data involved). Prepare public statement with legal review.

Public statement (email to all affected users):

"Important Security Notice from Wadi

We are writing to inform you of a security incident that may have affected your personal data. On [date], we detected unauthorized access to [specific system]. We immediately took action to contain the incident and launched a thorough investigation.

What happened: [Factual, specific description. E.g., "An unauthorized party gained access to a database containing customer names and email addresses."]

What data was affected: [Specific data types. E.g., "Names, email addresses, and encrypted passwords. Payment card numbers were NOT affected as we do not store card data."]

What we've done: [Actions taken. E.g., "We've secured the affected systems, reset all passwords, engaged a cybersecurity firm for a full forensic investigation, and notified the UAE Data Office."]

What you should do: [User actions. E.g., "Please reset your password. If you used the same password on other sites, change those too. Be alert for phishing emails impersonating Wadi."]

What we're doing going forward: [Prevention measures. E.g., "We're implementing additional security measures including [specific measures]. We've engaged [cybersecurity firm] for ongoing monitoring."]

We take your trust seriously and we're deeply sorry this happened. If you have questions, please contact our dedicated security response team at [email protected] or call [hotline number]."

Media statement (if press picks up): Same key facts. Add: "We are cooperating fully with authorities. The investigation is ongoing and we will provide updates as we learn more."

DO NOT: Downplay the scope. Blame third parties. Use passive voice ("mistakes were made"). Delay notification beyond legal requirements.

Trigger: A customer posts a complaint on Twitter/Instagram/TikTok that goes viral (>100K views or picked up by media).

0–30 min: Social media team alerts Crisis Lead. Do NOT delete or hide the post. Do NOT argue publicly.

30–60 min: Public reply on the same platform → "[Name], we hear you and we're sorry about this experience. This isn't the standard we hold ourselves to. We're looking into this right now and someone from our team will reach out to you directly within the next hour to make this right."

1–2 hours: CS T2 or Ops Manager contacts the customer directly (DM, phone, or WhatsApp). Resolve the issue with maximum generosity: full refund + credit + future order discount + personal apology from CEO if warranted.

After resolution (with customer's permission): Public update → "Update: We reached out to [Name] and have resolved their issue. They've received [resolution]. We've also identified what went wrong and have [corrective action] to prevent this from happening to anyone else. Thank you [Name] for bringing this to our attention — your feedback makes us better."

If the customer is unreasonable / extorting: Stay professional publicly. Never engage in a back-and-forth. One polite public response, then take offline. Document everything. If defamatory: consult legal counsel. UAE Cybercrime Law (Federal Decree-Law No. 34/2021) provides protections against online defamation.

If the complaint reveals a real systemic issue: Treat as an internal P2 incident. Fix the root cause. Post a broader update: "We've heard feedback from several customers about [issue]. We take this seriously — here's what we're changing: [specific improvements]."

Trigger: Journalist contacts Wadi for comment, or negative article published (Gulf News, Arabian Business, etc.).

If journalist contacts before publishing:

• Acknowledge receipt: "Thank you for reaching out. We take this matter seriously and will provide a response within [4 hours / end of business today]."

• Prepare a factual, concise statement with legal review.

• Offer additional context / background briefing if the story seems factually inaccurate.

• Never say "no comment" — it implies guilt. Always provide a statement.

Statement template:

"Wadi is committed to [relevant value: customer safety / seller quality / data protection / etc.]. Regarding the matter raised: [factual response to specific claims]. We [actions taken]. We welcome the opportunity to discuss this further and are available for additional questions."

If article already published with inaccuracies:

• Contact the journalist with specific factual corrections (in writing).

• If corrections aren't made: publish a factual rebuttal on Wadi's blog/social media.

• If seriously defamatory: engage legal counsel for a formal correction request.

Internal: All staff instructed not to comment to media. Only CEO/Communications Lead speaks. Brief the team internally with approved talking points.

Trigger: Customer discovers counterfeit product sold on Wadi. Brand owner complains publicly. Media picks up the story.

Immediate (0–4h): Remove all listings from the offending seller. Suspend the seller's account pending investigation. Pull data: how many units sold, which customers affected.

Public statement (same day):

"We were made aware that a seller on our platform was listing products that do not meet our authenticity standards. We take this extremely seriously. The seller has been immediately suspended and all their listings have been removed. We are contacting every customer who purchased from this seller to offer a full refund. Wadi has a zero-tolerance policy for counterfeit goods. We are strengthening our verification processes, including [specific measures: enhanced brand authorization checks, AI-powered counterfeit detection, increased random quality audits]. We are cooperating fully with [brand name] and relevant authorities."

Customer outreach: Email every buyer who purchased from this seller. Offer: full refund (no return needed) + AED 50 Wadi credit + sincere apology.

Brand owner outreach: Direct call from CEO. Apologize. Share: actions taken, prevention measures, offer Brand Registry enrollment (free).

Long-term: Publicize strengthened authentication processes. Consider third-party authentication partner for high-risk categories (luxury, electronics).

Trigger: Multiple customers report being double-charged, overcharged, or payments disappearing without order confirmation.

Immediate: Investigate with payment gateway (Checkout.com). Determine scope: how many affected, total amount, root cause.

If systemic issue confirmed:

• Pause affected payment method if needed.

• Status page: "We're investigating reports of payment processing issues. If you've been affected, please do not re-attempt the transaction — we're working on it."

• Social media: "We're aware some customers are experiencing payment issues. Our team is investigating urgently with our payment provider. If you've been affected, please rest assured that no extra charges will stand — we will reverse any incorrect transactions automatically. We'll update you within [2 hours]."

Resolution: Auto-reverse all duplicate/incorrect charges. Send individual email to each affected customer with: confirmation of reversal, amount, expected timeline to see refund in their account, courtesy credit for the inconvenience.

If the issue was the payment gateway's fault: Still own it publicly (customers don't care whose fault it is). Negotiate compensation from gateway privately. Review SLA compliance.

Trigger: Employee caught stealing data, committing fraud, harassing a colleague/customer, or engaging in behavior that becomes public.

Internal (immediate): Suspend the employee pending investigation. Revoke all system access immediately. Begin internal investigation with HR and legal. Preserve all evidence (emails, logs, chat records).

If it becomes public:

"We are aware of the allegations regarding a Wadi employee. We take these matters extremely seriously. The individual has been suspended pending a thorough investigation. Wadi has strict policies and a code of conduct that all employees must follow. We will take appropriate action based on the investigation's findings. We cannot comment further on an ongoing personnel matter, but we want to assure our customers, sellers, and partners that this does not reflect Wadi's values."

If data theft confirmed: Follow data breach protocol (Scenario 2). Notify affected parties. File police report. Terminate employee per UAE Labor Law Article 44 (gross misconduct — no notice, no gratuity).

If harassment: Follow UAE labor law. Support the victim. Engage HR consultant if no internal HR. File report if criminal. Strengthen policies and training company-wide.

Trigger: Customer reports injury or safety hazard from a product purchased on Wadi (e.g., electronic device catches fire, children's toy has choking hazard, cosmetic causes allergic reaction).

Immediate (0–2h): Remove ALL listings of the specific product. Contact the seller for product safety documentation (testing certificates, CE/GCC marking). Alert all customers who purchased the same product.

Customer notification:

"Important Safety Notice: If you purchased [Product Name] from [Seller Name] on Wadi (Order dates: [range]), please stop using this product immediately. We have received a safety report and have removed this product from our platform as a precaution while we investigate. Please contact us at [email protected] or [phone] for a full refund — no return needed. If you or anyone has been injured, please seek medical attention and contact us immediately so we can assist."

Regulatory: Report to UAE ESMA (Emirates Authority for Standardization and Metrology) if required. Cooperate with any product recall. Document all actions for potential legal proceedings.

If injury is serious: CEO personally contacts the customer. Offer to cover medical expenses (through insurance). Engage legal counsel immediately. Do not admit liability in writing but express genuine concern and commitment to help.

Long-term: Require product safety certifications for high-risk categories. Implement mandatory safety disclaimers. Consider product liability insurance for sellers.

Trigger: Multiple sellers publicly complain about Wadi (commission increase, payout delays, unfair treatment). Organized social media campaign or media coverage.

Immediate: Listen first. Understand the root cause — is the complaint legitimate? Convene crisis team.

If complaint is legitimate (e.g., payout delays):

"We hear our sellers and we take full responsibility. [Specific issue] happened because [honest explanation]. Here's what we're doing immediately: [1. Accelerating all delayed payouts — expect funds within 48h. 2. Adding [specific fix] to prevent this from recurring. 3. Extending [benefit] to all affected sellers as compensation.] Our sellers are the backbone of Wadi. We failed to meet the standard you deserve, and we're committed to rebuilding your trust through actions, not just words."

If complaint is exaggerated/coordinated by a few: Address the factual points publicly. Offer to meet with concerned sellers directly (1-on-1 or town hall). Don't be defensive or dismissive — even exaggerated complaints have a kernel of truth.

Proactive measures: Schedule seller town hall (video call) within 48h. CEO attends and takes questions live. Announce concrete improvements. Follow up within 2 weeks with progress update.

Trigger: DED, TDRA, CBUAE, or other authority contacts Wadi regarding a complaint, investigation, or compliance matter.

Immediate: Do not respond substantively without legal counsel. Acknowledge receipt of the communication. Engage external lawyer immediately.

Internal: Preserve all relevant documents and records. Do NOT delete or modify any data. Brief CEO and relevant department heads. Assess: is this a routine inquiry or formal investigation?

Response (through lawyer): Cooperate fully and promptly. Provide requested information within the stated deadline. If information requests are overly broad: negotiate reasonable scope through counsel.

Public statement (only if the investigation becomes public):

"Wadi has received an inquiry from [authority]. We are cooperating fully and transparently. Compliance is a core value at Wadi and we are committed to meeting all regulatory requirements. We are confident in our business practices and look forward to resolving this matter promptly."

DO NOT: Disclose investigation details publicly. Contact the complainant directly (unless advised by lawyer). Destroy any documents. Make public statements without legal approval.

Trigger: Platform under active cyberattack — DDoS, ransomware, or targeted intrusion.

Technical response: Per incident management (Section 36). Activate DDoS protection. Isolate affected systems. Engage AWS/Cloudflare support.

Public (if causing user-visible impact):

• Status page: "We're currently experiencing service disruptions due to a technical issue. Our team is working to restore normal service."

• Do NOT publicly state it's a cyberattack until confirmed and advised by security team/legal (could encourage more attacks).

• If the attack becomes public knowledge: "We can confirm Wadi experienced a cyberattack. Our security team responded immediately and no customer data was compromised. We are working with cybersecurity experts and law enforcement."

If ransomware: Do NOT pay ransom (Wadi policy). Restore from backups. Report to UAE CERT (aeCERT) and police. Legal counsel for notification obligations.

Post-incident: Forensic investigation. Strengthen defenses. If data exposure possible: follow data breach protocol (Scenario 2).

Trigger: Primary carrier (Aramex/iMile) has a major disruption: warehouse fire, system outage, strike, mass driver resignation. Hundreds of packages affected.

Immediate: Assess: how many orders affected? Activate backup carrier for new orders. Determine which in-transit orders can be rerouted.

Customer notification (affected orders):

"Your order #[ID] is experiencing a delivery delay due to a disruption with our logistics partner. We're sorry about this. Here's what we're doing: [1. Your order has been rerouted to an alternative carrier. 2. New estimated delivery: [date]. 3. AED 15 has been credited to your Wadi Wallet.] You can track the updated status in your order history. If you'd prefer a full refund instead of waiting, reply to this message and we'll process it immediately."

Social media: "Some deliveries are currently delayed due to an issue with one of our logistics partners. We're actively rerouting affected orders and keeping customers updated individually. We're sorry for the wait."

Seller communication: Notify sellers of delays. Pause SLA penalties during the disruption. Extend processing windows. Daily updates until resolved.

Post-incident: Carrier performance review. Consider diversifying carrier mix. Negotiate SLA compensation from carrier.

Trigger: Internal detection or external report reveals coordinated fraud: fake sellers, review manipulation ring, stolen card purchases, or money laundering network.

Immediate (internal): Freeze all associated accounts. Preserve all evidence. Engage legal and compliance team. Determine scope: number of accounts, total transaction volume, duration.

Law enforcement: File report with Dubai Police Cybercrime Unit and/or relevant authority. Provide full cooperation and evidence packages.

Affected customer outreach: If customers were defrauded (e.g., bought fake products from fake sellers): full refund + credit + direct apology. If customers' payment methods were misused: immediate notification + refund + advise to contact their bank.

Public statement (if it becomes public):

"Wadi's security team identified and shut down a coordinated fraud operation on our platform involving [X] accounts. All affected accounts have been suspended and we are cooperating with law enforcement. No legitimate seller or buyer accounts were compromised. All affected customers have been contacted and fully refunded. We have implemented additional security measures including [specific improvements]. We invest heavily in fraud prevention and will continue to do so to keep our platform safe."

Do NOT disclose: Specific detection methods (helps future fraudsters). Exact financial losses. Law enforcement investigation details.

Trigger: Pandemic lockdowns, extreme weather (UAE sandstorms/floods), regional conflict, government-mandated shutdowns.

Immediate assessment: Can we continue operations? Are employees safe? Are warehouses/offices accessible? Are carriers operating?

Customer communication:

"Due to [event], some Wadi services may be affected. Here's the current situation: [Delivery times: Extended by X days due to [reason]. / Categories affected: [specific categories]. / Payment: All payment methods functioning normally. / Support: Available via chat and email (phone lines may be limited).] Your safety comes first. We're adjusting our operations to continue serving you as best we can during this time. We'll update you as the situation evolves."

Seller communication: Extend shipping SLAs. Suspend performance penalties. Provide guidance on inventory management during disruption.

Employee communication: Switch to remote work. Ensure everyone is safe. Adjust targets and deadlines. Provide mental health support resources.

Business continuity: Activate DR plan if infrastructure affected. Prioritize essential categories (food, health, household). Adjust marketing (pause promotional campaigns, switch to empathetic messaging). Monitor cash flow closely — conserve if prolonged disruption.

Trigger: A key executive or co-founder (if applicable) leaves the company — voluntarily or involuntarily. Could spook partners, sellers, or team.

Internal first: Brief the full team before any public announcement. Be honest about the departure. Assign interim responsibilities. Reassure: the company's mission and operations continue.

Public announcement (LinkedIn + company blog):

"We want to share that [Name] is moving on from their role as [Title] at Wadi. We're grateful for their contributions to [specific achievements]. [If amicable: 'We wish them well in their next chapter.'] Wadi's mission remains unchanged. [CEO / interim leader] will be leading [function] going forward. Our [roadmap / growth / operations] continue as planned, and we're more committed than ever to building the best marketplace in the UAE."

Partner / seller outreach: Key account managers contact top partners and sellers personally to reassure continuity. No disruption to payouts, operations, or agreements.

If departure is contentious (fired, legal dispute): Minimal public comment. "We've made a leadership change. We're focused on our customers and sellers." Let legal handle any disputes. Do not disparage the departed person publicly.

Trigger: A product listed at AED 10 instead of AED 1,000 (seller error or system bug). Hundreds of orders placed before discovered.

Legal consideration: Under UAE law, displaying a price constitutes an invitation to treat, not a binding offer. However, confirmed orders create stronger buyer expectations.

Option A (Honor the price — recommended for small losses):

"We made a pricing error on [product] — but we're going to honor every order placed at that price. Enjoy it on us! Mistakes happen, and we'd rather earn your trust than save a few dirhams."

This approach generates massive goodwill and often goes viral positively.

Option B (Cancel orders — for large losses that would threaten the business):

"We're very sorry — due to a technical error, [product] was listed at an incorrect price for [duration]. We've had to cancel orders placed at this price. We know this is disappointing, and we sincerely apologize. To make up for it, we're offering everyone who ordered: [AED 50 Wadi credit + first access to actual discounted price when available]. We're fixing our systems to prevent this from happening again."

Decision framework: If total loss <AED 5,000: honor it (marketing value exceeds cost). If AED 5K–50K: honor for first 50 orders, cancel rest with generous credit. If >AED 50K: cancel with maximum compensation and transparency.

Trigger: Coordinated fake negative reviews, planted social media attacks, or whisper campaigns attributed to competitors.

Detection: Sudden spike in 1-star reviews from new accounts. Coordinated social media posts with similar language/timing. Negative articles in outlets with no prior Wadi coverage.

Response: Document all evidence (screenshots, timestamps, account analysis). Report fake reviews to platform (Google, Instagram, etc.) for removal. Do NOT accuse competitors publicly without proof — this backfires.

If confirmed with evidence: Consult lawyer. UAE Cybercrime Law provides protections against coordinated online defamation. May file formal complaint with authorities.

Public approach: Don't engage with fake reviews individually. Instead, amplify genuine positive reviews. Increase authentic customer testimonial content. Let your real customers drown out the noise. Optional: address it indirectly — "We've noticed some unusual activity and want to reassure you that our 4.5-star rating is based on [X,000] verified purchase reviews."