Frequently Asked Questions (FAQ’s) on ONDC – Open Network for Digital Commerce

Yes, ONDC can support cross-platform integration for sellers who already have existing e-commerce stores. It provides integration options or APIs that allow sellers to connect and synchronize their ONDC store with their existing e-commerce systems.

ONDC offers a wide range of categories for buyers to shop from on its network. Through ONDC-enabled Buyer Apps, buyers have the opportunity to purchase products and services across multiple categories. Initially, ONDC launched with categories such as Grocery, Food & Beverage (F&B), and Fashion. However, ONDC is continuously expanding its offerings and is in the process of launching new categories to provide buyers with a diverse and comprehensive shopping experience.

When sellers join ONDC through any of the Seller Apps, they become available for search on all Buyer Apps. This means that buyers can access a wide variety of products and services from various sellers within a single app. Rather than navigating through multiple platform apps, ONDC provides a consolidated platform where buyers can find a diverse assortment of offerings.

Furthermore, ONDC’s buyer applications aim to serve as one-stop solutions for buyers across different product and service categories. In addition to shopping, buyers can fulfill their various requirements, including travel, mobility, and product purchases, all within the ONDC ecosystem. This convenience allows buyers to access a comprehensive range of options and meet their diverse needs through a single application.

ONDC does not provide a dedicated support line. Instead, all buyer issues are to be raised directly from the Buyer App, while sellers should raise their issues through the Seller App. In cases where the Network Participants (Buyer App & Seller App) are unable to resolve certain issues, ONDC has implemented an Issue and Grievance Framework (Chapter 6). This framework serves as a mechanism for Participants, Buyers, and Sellers to escalate their concerns to different levels for resolution. It provides a structured process to address and resolve issues that require additional attention beyond the initial interaction between buyers and sellers.

The ONDC protocol enables the inclusion of logistics as an optional feature for buyers to choose from. However, the availability of this option on Buyer Apps depends on the implementation protocol approach adopted by the participating Buyer App and Seller App. In other words, the decision to provide logistics as a selectable option for buyer’s rests with the individual Buyer App and Seller App, as they determine how they integrate and incorporate logistics into their respective platforms.

If a buyer encounters any issues, they should raise them through the Buyer App that was used to place or attempt the order. If an order ID has been generated, the Buyer App will provide an option to raise the issue directly from its interface. However, if an order ID is not available, the buyer may choose to raise the issue by using the email or chat support provided within the Buyer Application.

No, ONDC does not have a centralized customer service department. Instead, buyers can raise their concerns and queries directly through the Buyer App. The specific participating Network Participant (NP) associated with the issue will handle and address the query based on the type of issue reported.

The Buyer Apps have an obligation to disclose the weightage assigned to each parameter used for filtering and sorting sellers. This ensures that every seller is given equal visibility and opportunity within the platform. The detailed policy outlining this requirement can be found in Chapter 2 (Business Rules) sections 2.3.3(j), 2.3.3(k), 2.3.4, and 2.4.6 of the ONDC policy. Additionally, this disclosure is mandated under the E-commerce rules to ensure transparency and fairness in the marketplace.

Buyer Apps are mandated to offer functionality that enables buyers to raise concerns and issues directly from the Buyer Application interface. In addition, they are required to provide contact information such as a contact number or email address through which buyers can reach out to the Buyer App to raise their concerns. It is the responsibility of the Network Participants to address and resolve all buyer issues, and ONDC does not intervene in such matters. To facilitate the resolution process, ONDC has established an Issues & Grievance management framework, which can be found in Chapter 6 of the governance and policies section available at http://resources.ondc.org/governance-and-policies. This framework provides a structured approach for handling and resolving buyer issues effectively.

ONDC does not retain or manage any buyer data on its platform.

ONDC is not a standalone application or platform. Instead, it offers a collection of APIs (Application Programming Interfaces) and protocols that enable seamless connections and transactions between multiple Buyer Apps and Seller Apps. As a buyer, you have the flexibility to make purchases from any of the Buyer Apps that are part of the ONDC network. To explore the available applications, live on the network, you can access the list of applications provided.

The ONDC is currently introducing enablement services, including the provision of Catalogue as a Service. With this service, sellers will no longer need to make individual investments in catalogue creation. Additionally, the network offers Logistics as a Service, further facilitating the operational process for sellers. By leveraging these services, sellers can quickly go live and commence operations more efficiently.

The ONDC is not a platform or application that engages in seller advertisements. Its primary focus is not on promoting sellers through advertising initiatives.

Indeed, it is expected that Seller Participants have an operations team in place, tailored to their business volume and specific requirements. This team plays a crucial role in assisting and guiding sellers, enabling them to enhance their performance, increase sales, and achieve higher ratings.

For a comprehensive list of ONDC Compliant Technology Service Providers, kindly refer to the link provided. Furthermore, the ONDC is actively developing an ecosystem of service providers to offer operational support to Participants. For further information, please feel free to reach out to the team at team@ondcindia.org.

Selling through ONDC offers sellers a range of advantages beyond exposure to multiple buyer apps:

• Rating Ownership: When switching to a different Seller App, sellers retain their ratings, allowing for continuity and reputation preservation.
• Equal Selling Opportunities: Sellers enjoy equal opportunities to sell their products to end consumers, ensuring a level playing field.
• Flexibility in Seller App Selection: Sellers have the freedom to choose a Seller App that aligns with their preferences and terms, empowering them to make informed decisions.
• Customer Insights: Sellers gain access to valuable customer data, enabling them to better understand their target audience and make informed business decisions.

There is no specific minimum requirement for sellers to be onboarded as a Seller App on ONDC. However, having a greater number of sellers is recommended for several reasons. Firstly, it reduces reliance on sales from a limited pool of sellers, ensuring a more diversified and stable revenue stream. Secondly, a larger seller base typically leads to a wider variety of products (SKUs), which can contribute to increased overall sales on the platform. Therefore, while there is no mandatory threshold, encouraging a higher number of sellers is advantageous for both the platform and its stakeholders.

The seller is required to effectively implement ONDC protocols, adhere to security compliance requirements, and follow the Operational Security Policy (Chapter 8). This implementation can be carried out either by the seller’s own team or by utilizing the services of technology service providers that are compliant with ONDC standards. For a comprehensive list of such service providers, please refer to the section titled “ONDC Compliant Technology Service Providers.

According to the ONDC policy (Chapter 2), it is explicitly mentioned that the buyer App is prohibited from:

• Unfairly ranking sellers on its application
• Unjustly filtering sellers from search results
• Offering exclusive value-added services solely to specific sellers

Moreover, in accordance with E-commerce rules, Buyer Apps are required to disclose the parameters and relative importance used for sorting and ranking sellers. This ensures transparency and fairness in the treatment of sellers on the platform.

Certainly, sellers are granted the freedom to register with any seller app of their choice. ONDC imposes no restrictions on sellers regarding their registration with different or multiple Seller Apps. This flexibility allows sellers to explore and leverage various platforms as per their preferences and business strategies.

The ONDC protocol enables the provision of logistics as an optional service for buyers to choose from. However, the availability of this option on Buyer Apps is contingent upon the specific implementation approach adopted by the participating Buyer App and Seller App. The implementation protocols followed by these apps determine whether the logistics option is offered to buyers within the respective platforms.

No, there is no need for a new agreement. A single legal entity is only required to sign one agreement.

The communication of parameters used for sorting search results cannot be facilitated through API. It is the responsibility of the Buyer Apps to ensure that these parameters are publicly disclosed for all Seller Apps. This can be achieved through various means, including their own Buyer App or website.

The Buyer Apps are responsible for ensuring that the parameters are made publicly available. They have the flexibility to disclose these parameters through their Buyer Apps or websites.

Currently, the network specifications for running sponsored Ads are not enabled for both buyer apps and seller apps. However, the specifications for this functionality are currently under development and will be incorporated into future versions of the protocols.

The seller is unable to directly purchase logistics services through the Network. In the event that the current seller app does not offer logistics facilities and the seller wishes to utilize network logistics, the seller must go live through an alternative seller app that provides on-network logistics services. This allows the seller to access and utilize the logistics facilities available within the network.

Buyer-related data is considered proprietary information of the Buyer App. As a result, while sellers can run promotional offers for all buyers, it may not be possible for sellers to conduct promotions that require buyer-specific data obtained from the Buyer Apps. Access to such buyer-specific data is typically limited to the respective Buyer Apps and may not be available for sellers to utilize in their promotions.

Upon receiving a confirmation API call from the Buyer App, it is the responsibility of the Seller App to generate an order for on-network logistics. The Seller App should initiate the necessary steps to create the logistics order, ensuring a seamless process for fulfilling the buyer’s request.

The Seller App is obliged to fulfil its responsibilities according to the terms of the transaction with the Logistics App. Any compensation for losses incurred from the Buyer App to the Seller App will be handled independently based on the agreed terms of the transaction between these two parties.

The OEM (Original Equipment Manufacturer) can include this information in the catalogue by mentioning it under the key features or product description section. The protocol does not have a specific attribute dedicated to conveying this information, so incorporating it within the existing sections of the catalogue is the appropriate approach.

If a seller’s products are not visible on a Buyer App, despite taking all the necessary actions, and there is a suspicion of favouritism from the Buyer Apps, the seller has the option to report the issue to the Seller Apps. All Buyer Apps are obligated to adhere to ONDC policies, which mandate fair and equal treatment of all sellers within their algorithms and logic.

It’s worth noting that the seller’s rating can be directly influenced by factors such as consistently high fill rates and swift deliveries. If the seller’s rating is lower compared to other players, it might impact their sales and visibility on the platform. Therefore, it is crucial for sellers to focus on maintaining high performance levels to enhance their sales and visibility within the marketplace.

The logistics buyer, who is a retail seller, has the ability to search for a new logistics service provider on the network. They can place an order with the chosen provider and communicate this information to the retail buyer. It is the responsibility of the logistics buyer to maintain the logistics quote (pricing) and TAT (Turnaround Time) provided to the buyer, ensuring accurate and timely delivery of the goods.

To ensure a positive pickup experience for sellers, it is crucial to educate and train the field staff in several key areas:

• Timely Visits: Field staff should visit sellers’ locations in accordance with their specified open hours, ensuring prompt pickups and minimizing disruptions.
• Appropriate Vehicle Sizing: Field staff should ensure that the right-sized vehicle is dispatched to the pickup location, considering the size of the products or the number of orders to be collected.
• Effective Communication: Field staff should establish and maintain communication with the designated Seller Point of Contact (POC). This allows for addressing any challenges in reaching the pickup location or providing updates in case of potential delays.

By focusing on these aspects, the field staff can contribute to a smoother and more efficient pickup process, enhancing the overall experience for sellers.

In the event of a buyer cancelling an item within an order, the delivery fee may undergo modifications. Once the cancellation occurs, the Seller App will establish a new contract with a logistics partner and provide updated delivery information, including any potential changes in delivery charges, to the Buyer Application. This ensures that the buyer receives accurate and up-to-date delivery details reflecting the revised order.

The Seller App bears the responsibility of training, educating, and ensuring that sellers mark their products as ready to ship. This step is crucial, especially for on-network logistics, as it enables logistics players to receive timely information that the order is prepared and can be picked up from the seller’s location. By emphasizing the importance of marking products as ready to ship, the Seller App contributes to a smooth and efficient logistics process within the network.

As per the ONDC recommendation, the suggested approach for handling costs in such a scenario is outlined in Case No. 2 of the Edge case document. It is advisable to refer to the specific suggestion provided in Case No. 2 of the Edge case document for the recommended resolution regarding cost management. In Case No. 2 of the Edge case document, which pertains to “Return To Origin” (RTO) scenarios involving damaged, tampered, or incomplete products, the following circumstances are considered:

• Buyer initiates cancellation after order pickup from the base or store location (prior to delivery)
• The buyer refuses to accept delivery of the product at the doorstep.

If the seller, upon receiving the RTO product, claims that it is damaged, the consultation group has suggested addressing the cost incidence in the following manner:

The consultation group proposed the following resolution for handling costs in such cases.

In order to switch to a new Seller App, the seller will need to terminate the existing agreement with their current Seller App and establish a fresh agreement with the new Seller App. Additionally, the seller will be required to deactivate their catalogue from the current seller NP (Network Protocol) and activate it on the new Seller App. This process ensures a smooth transition and enables the seller to operate and showcase their products on the new platform effectively.

For a comprehensive understanding of the various components of pay-out and the settlement process in different scenarios, I recommend referring to Chapter 3 of the Commercial Policies. This chapter provides detailed insights and guidelines regarding the pay-out structure and the mechanisms involved in settling transactions.

To initiate the resolution process for damages, the seller needs to raise a ticket with the Seller App from which the order was received. The ticket should include all necessary evidence, such as a copy of the proof of delivery with comments, images/videos of the packaging, and the damaged product. The Seller App will then escalate the issue to the logistics partner and conduct an investigation. If it is conclusively proven that the damage occurred due to a logistics failure, the Logistics App will reimburse the Seller App based on their transaction-level contract. Subsequently, the Seller App will reimburse the seller according to the agreement between the two parties.

However, if it is unproven that the product was damaged due to a logistics fault, it is suggested that the cost of the damage be considered as part of the normal cost of doing business for the Seller App/Seller. This approach acknowledges that certain damages may occur as a regular aspect of business operations.

The buyer should raise any issues through the Buyer App they used to place or attempt the order. If an order ID has been generated, the Buyer App will provide an option to raise the issue directly through its interface. Alternatively, if no order ID is available, the buyer can raise the issue by contacting the support team via email or chat, as provided on the Buyer Application. This ensures a convenient and efficient process for addressing any concerns or problems encountered by the buyer.

No, ONDC does not have a centralized customer service. Buyers can raise their concerns directly through the Buyer App they are using. Depending on the type of issue, the query will be addressed by one of the participating Seller Apps or Network Providers (NP). This ensures that buyers receive assistance and support from the relevant parties involved in the transaction.

Yes Indeed, it is essential for Network Providers (NPs) to have an Order Status Dashboard to monitor and address issues at the order level. This enables effective tracking of orders and allows for timely corrective actions to be taken. It is crucial to provide sellers with complete visibility of all orders on the network, enabling them to fulfil their commitments made during transactions. Failing to meet these order-level commitments can have repercussions on seller scoring, badging, and potentially impact their future sales on the network. Therefore, the implementation of an Order Status Dashboard ensures transparency, accountability, and improved performance for sellers on the network.

Yes Absolutely, the implementation of Customer Relationship Management (CRM) is a mandatory requirement for Network Providers (NPs). This ensures that NPs can efficiently handle and respond to any issues raised by buyers. Timely resolution and effective communication with buyers are crucial for maintaining a high level of customer satisfaction. Failure to promptly address and resolve buyer issues may negatively impact the scoring, badging, and overall reputation of the NP, potentially resulting in a loss of future business opportunities on the Network. Therefore, CRM implementation plays a vital role in ensuring smooth operations and fostering positive relationships between NPs and buyers.

In order to make or receive payments on the Network, all Network Participants are required to have a “nodal-like account.” For detailed guidance on opening a nodal-like account specific to your bank, please reach out to your bank directly. They will be able to provide you with the necessary information and assistance to set up the account as per their guidelines.

Within the ONDC Network, the payment and settlement process flow for transactions and refunds are outlined in the payment and settlement protocol. For a comprehensive understanding of the payment flow, It is recommended referring to Section 3.4 and Schedule 3A of Chapter 3: Commercial Model. These sections provide detailed information on how payments and settlements are handled within the ONDC Network.

Regarding customer returns, the cost of return will generally be borne by the Seller App as part of their operational expenses, as per the terms of sale. This is considered a standard cost of doing business. However, in specific edge cases, it is recommended to follow the suggestions provided in case 4, 5, 6, and 7 outlined in the Edge Case Document. These suggestions offer guidance on how to handle the costs associated with returns in exceptional situations.

The transaction trail for a buyer is maintained through a unique transaction ID created on the network, ensuring consistency throughout. However, it is important to note that the Network Order ID for the same buyer order should be distinguished between the Buyer App & Seller App and the Logistics Buyer App & Logistics Seller App. This differentiation allows for clear identification and tracking of the order at each stage of the transaction process.

Pay-out Frequency refers to the frequency at which the settlement party initiates payments for disbursement. This determines how often payments are made for eligible orders. For instance, an entity may have a daily pay-out frequency where payments are initiated for all orders eligible for pay-out at the time of release.

On the other hand, Pay-out Cycle defines the time frame within which a specific transaction becomes eligible for disbursement. It indicates when the pay-out for a particular transaction will be available for disbursement. For example, the pay-out cycle may be set at 2 days after the closure of the return window, meaning that the pay-out for a transaction becomes eligible for disbursement two days after the return window has ended.

This is a matter that needs to be resolved directly between the Band and the seller.

If a seller encounters instances of customer abuse, it is important for them to raise their concern with the Seller App. If the Seller App is unable to provide a satisfactory resolution, the seller can escalate the issue as a grievance under the IGM (Issue, Grievance, and Mediation) Framework. For a comprehensive understanding of the IGM Framework and its functioning, please refer to Chapter 6 under Governance & Policies.

The Buyer Apps are obligated to display all search results obtained from the Gateway. If a Buyer App applies any sorting or filtering to the search results for managing the buyer’s experience, it is required to disclose the criteria to all Network Participants. For more information about the specific criteria used, please contact the Grievance Officer of the respective Buyer App.

ONDC does not have authority over the commission charged by Buyer Apps or Seller Apps. However, sellers have the freedom to select the Seller App they prefer to work with. Likewise, Seller Apps have the choice to decline a transaction request if the commission set by the Buyer App is not acceptable to them.

Buyer Apps are obligated to provide transparency regarding the weightage assigned to each parameter used for filtering and sorting sellers. This ensures equal visibility and opportunities for every seller. The detailed description of this policy can be found in the ONDC policy document [Chapter 2 (Business Rules): 2.3.3(j) & (k), 2.3.4, 2.4.6]. Additionally, compliance with these requirements is also mandated under the E-commerce rules.

The seller has the option to contact the Seller App to resolve any issues or concerns. Alternatively, they can utilize the Issue and Grievance Management (IGM) Framework established by ONDC. For a comprehensive understanding of the functioning of IGM, please refer to Chapter 6 on the ONDC website at ondcindia.org.

Buyer Apps must offer a feature that allows buyers to raise concerns or issues directly from the Buyer Application interface. Additionally, they should provide contact information such as a phone number or email address for buyers to reach out and raise their concerns. It is the responsibility of the Network Participants to address and resolve these buyer issues, and ONDC does not intervene in such matters. To facilitate the resolution of issues, ONDC has established an Issues & Grievance Management framework, which can be found in Chapter 6 of the documentation.

ONDC operates as a not-for-profit organization. Currently, ONDC does not impose any fees. However, in the future, there might be a nominal fee applicable to Network participants to support the organization’s operations. The specific details regarding the basis and amount of these fees have not been determined yet.

Once a seller registers with any of the Seller Apps on the Network, their visibility extends to all connected Buyer Apps. It is not necessary to go live through multiple Seller Apps as there are no additional advantages in terms of visibility. However, sellers have the freedom to choose and register with multiple Seller Apps if they prefer.

Obtaining the API for both Seller and Buyer Apps does not incur any cost.

Currently, the payment gateway integration is not available with the ONDC Network. Integration with the payment gateway needs to be done through the Buyer Applications.

The logistics service provider is not required to register directly with the Seller Apps. Instead, they should follow the NP integration journey outlined in the Integration Guide available on ondc.org. By using the ONDC API/protocols, they can connect with the ONDC network as a Network Participant.

ONDC does not store or retain any buyer data within its system.

No, in order to become a Network Participant, an entity must be authorized to participate in e-commerce activities. According to e-commerce rules, engaging in e-commerce requires being a company established under the Companies Act. However, the Companies Act 2013 allows for the formation of One Person Companies (OPCs). Since OPCs are companies established under the Companies Act 2013, they are eligible to join as Network Participants.

There are two options available for sellers to join the ONDC network:

• Onboard through one of the existing seller applications on the network. You can refer to the provided link to see the list of available seller applications.
• Create your own seller application and join ONDC. Alternatively, if you prefer not to build an application from scratch, you can collaborate with a Third-Party Service Provider (TSP) that has an ONDC-compliant application.

The Seller App, which facilitates the seller’s participation in the network, may impose a commission on the seller. The commission is determined through an agreement between the seller and the Seller App, and ONDC does not have any influence over it. The seller has the freedom to select the Seller App that offers the most favourable commercial terms according to their evaluation. In the case of a seller creating their own seller App with the assistance of a Technology Service Provider (TSP), the terms of service will be defined by the agreement between the two parties.

All products listed on the ONDC network will be visible across all Buyer Apps. When a buyer performs a search on any of the Buyer Apps connected to the ONDC protocol, the search query is transmitted to different Seller Apps through the gateway. The Seller Apps then respond with products that match the search criteria, and these responses are displayed to the buyer by the Buyer App. While displaying the search results, the Buyer App may apply sorting criteria, which can affect the order in which products from different sellers appear in the listing view. It is mandatory for the Buyer App to disclose the parameters used for sorting the search results. Sellers have the opportunity to enhance their product listings and improve their ranking in the listing view by adhering to and meeting the parameters specified by the Buyer App.

There are two aspects related to GST:

• Currently, as per the CGST Act, all suppliers of products and services, except those exempted under section 9(5), are required to have a GST registration in order to sell through an E-commerce operator.
• However, for future implementation, in the 47th meeting of the GST council, it was decided that sellers without a GST registration will also be permitted to sell their goods (excluding services) through E-commerce operators, provided that the supply is within the state and the annual turnover of the seller is below 40 lakhs. This provision is expected to come into effect in October 2023. However, even in such future scenarios, a PAN (Permanent Account Number) will still be required.

Buyer apps offer buyers the flexibility to place orders using either Prepaid mode, Cash on Delivery (COD) mode, or both. Similarly, sellers have the option to allow their products to be sold exclusively under Prepaid mode, COD mode, or both. If a buyer wishes to make a COD payment and both the seller and buyer app have enabled COD for the product, the buyer will be able to place the order using the COD option.

For order delivery, the seller has two options:

• The seller can choose to handle the shipping independently using their own employee or agent. They may also have an arrangement with third-party logistics providers (Off Network) to ship the product.
• Alternatively, the seller can utilize the logistics services available through the ONDC Network by connecting with logistics provider apps registered on the Network (On Network). In this case, the logistics provider will quote the shipping cost for that specific order.

If the order is prepaid, the payout is typically expected after the return window of the order has closed. The Seller App will initiate the settlement with the seller based on the agreement between the two parties.

Yes, it is mandatory to generate an invoice for every order. The invoice should be included inside the packaging of the order. Additionally, buyers appreciate receiving a digital copy of the invoice. Sellers and seller apps are encouraged to develop systems for generating digital copies of invoices and transmitting them to Buyer apps through ONDC protocols.

The seller has full control over the selling price of their products. They can set prices that include the sale commission. If the commission cost cannot be covered by pricing the product even at the maximum retail price (MRP), the seller may choose to recover the commission and other costs from the buyer by charging convenience, delivery, and packaging fees. However, it is important to note that these fees should be listed as separate line items and should not be included in the product selling price.

Having images for all products is strongly recommended. The Buyer Apps may have criteria in place to display only products with images to their buyers, as it helps manage the buyer experience. These criteria should be made public by the Buyer Apps. Furthermore, ONDC provides specific guidelines in the Seller App Handbook, which can be downloaded from ondc.org. It is important for the Seller App and sellers to adhere to all applicable laws and regulations related to their specific product category. For instance, certain FSSAI regulations require the display of back and front images of the product for purchase by the buyer.

The Seller App or seller has the option to include packaging charges as a separate fee on the invoice, which can be passed on to the buyer through the ONDC protocol. It is important that the packaging fee is clearly indicated as a separate line item on the invoice, distinct from the product sale price.

The seller will receive the customer’s contact information in order to ship the product. Using the Seller App dashboard, the seller can access the buyer’s information and establish communication with them. If there is a need to make changes to the order details, the Seller App can utilize the ONDC protocol to request those changes from the Buyer App.

Yes, the seller has the option to make partial shipments of orders. The ONDC retail contract 1.1.0 provides the provision for part shipment, which can be utilized by the Seller App to facilitate this scenario.

Buyer Apps currently do not impose any penalties for order cancellations by sellers. However, they may utilize a badging/scoring system for sellers, where seller cancellations can be considered as one of the factors. High seller cancellations can have an impact on the seller’s badging/scoring on the Network, which in turn may affect the visibility of the seller on Buyer Apps.

For the creation of a catalogue, product information is required. Here are the suggested sources and ways in which the Seller and Seller App can obtain this information:

1. Physical copies of the Brand’s catalogue: For brand products, the brand’s catalogue in physical form can provide all the necessary information and specifications.
2. Brand’s online store: Many brands have their own online stores where they provide detailed information about their products. Sellers can refer to these online stores to gather the required product information.
3. Manufacturer’s own content: If the seller is a manufacturer of the product, they will need to create their own content and product information for listing on the ONDC network.
4. Third-party cataloguing service providers: Seller Apps can collaborate with third-party cataloguing service providers. These service providers can assist in consolidating the cataloguing requirements and negotiating the best deal for sellers.
5. In-house catalogue creation team: Seller Apps can establish an in-house catalogue creation team dedicated to their sellers. They can charge minimal fees from sellers to encourage and increase seller onboarding and listing. By creating data for a particular brand catalogue, the Seller App can utilize this data for multiple sellers who want to sell the same products of the brand online. This approach offers several benefits:

• It reduces the time to market for new sellers with similar catalogue requirements.
• The cost per seller decreases as the Seller App can distribute the cost of creating a single product page across multiple sellers. Individual sellers can then choose to further modify or improve the catalogue quality according to their preferences.

ONDC does not mandate regular pricing updates, but there are several scenarios where a seller may consider changing their prices. These scenarios include:

1. Change in input costs: If the cost of the products for the seller has changed over time, it may be necessary to update the selling price to maintain desired profit margins.
2. Low sales: If the seller is experiencing slow sales, reducing the price can be a lever to stimulate increased sales and attract more buyers.
3. Operating cost adjustments: The actual operating costs, such as returns or damages, may be higher or lower than initially anticipated. In such cases, price corrections may be required to manage these costs within the desired profit margins.

While these are some common scenarios, sellers have the flexibility to adjust prices based on their specific business needs and market dynamics.

ONDC is not a standalone application or platform. It serves as a facilitator by providing a set of APIs and protocols that enable seamless connectivity and transactions between multiple Buyer Apps and Seller Apps. As a buyer, you have the freedom to make purchases from any of the Buyer Apps that are part of the ONDC network. You can explore the list of applications currently active on the network to find the one that suits your preferences.

It is the responsibility of the seller to ensure proper packaging of the products during shipping. Detailed guidelines for packaging can be found in the Packaging section of the Seller Network Participant (NP) handbook available on www.ondcindia.org website. These guidelines will provide essential information and best practices to help sellers package their products effectively and securely.

To initiate a claim for damages, sellers must follow certain steps outlined below:

• In the case of outer damage to the package upon return, the seller must make a note of it on the proof of delivery (POD) document provided by the logistics player.
• If there is no outer damage and the seller discovers damage to the product after unpacking, it may not be possible to mention it on the POD.
• In either scenario, the seller must raise a ticket with the respective Seller App within the specified timelines communicated by the Seller App. The ticket should include all relevant proofs such as a copy of the POD with comments, packaging images/videos, and images of the damaged product.
• The Seller App will then escalate the issue to the logistics player. If it can be proven that the damage occurred during transit, the logistics App will bear the cost of compensation as per the contractual agreement in place at the time of the transaction with the Seller App.
• The Seller App will compensate the seller for the loss based on the agreement between the Seller App and the seller regarding damages.

By following these steps and providing the necessary documentation, sellers can claim compensation for damages that occurred during transit.

The seller App is accountable for ensuring timely pay-out settlements to the seller, in accordance with the agreed-upon terms between both parties. If the seller encounters any issues regarding payments, they have the option to raise a grievance as per the Issue and Grievance framework established by ONDC. For detailed information on the framework, please refer to Chapter 6: Issue and Grievance on the website, ondcindia.org.

Yes, providing the quantity is mandatory for sellers for each live SKU. If the exact count is not available, the Seller or Seller NP can update the quantity based on past sales data, anticipated changes in demand in the near future, and their confidence in procuring the product on demand. It is expected that sellers will fulfil orders promptly, as delays can have repercussions on seller scoring and badging, which may subsequently affect their visibility on various buyer apps, leading to potential loss of future sales. Moreover, delays can provide grounds for customers to cancel orders or refuse acceptance at the time of product delivery.

Sellers are expected to prioritise prompt shipping to ensure that customers receive their orders within the committed timelines established during the transaction. If a product is shipped after the agreed-upon dispatch timeline, it may have an impact on the seller’s scoring and badging, which can subsequently affect their future sales. Additionally, delayed delivery can also serve as a valid reason for the seller to cancel the order or refuse acceptance upon delivery.

To minimize the likelihood of product returns and damages during transit, sellers and seller apps can implement the following measures:

• Ensure proper packaging of the products.
• Capture images/videos of the packaging before dispatching the products.
• If any damage is observed upon receipt, make a note of it on the Logistics Proof of Delivery document.
• Raise a ticket to the Seller App within the specified timelines, providing all the necessary evidence such as the Proof of Delivery with comments, images/videos of the packaging, and images of the damaged product.
• Factor in the cost of potential damages in the profit margins.
• Provide reverse pickup instructions to the logistics provider, including quality control checks.
• After raising the ticket, if it is determined that the damage occurred during transit due to a logistics fault, the logistics player will be liable to pay the damages as per the contractual agreement between the Seller NP and the Logistics App.
• The Seller App will compensate the seller based on the agreed-upon terms regarding damages between the seller and the Seller App.