SLA and penalties

The two delivery modes

Wasal offers two delivery modes with different requirements:

Mode	Delivery time	Description
W-Now	2 hours	Express delivery
W-Comfort	Standard	Standard delivery

Order acceptance deadlines

You must accept each order within the following deadlines (during your business hours):

Mode	Maximum time	Consequence of exceeding it
W-Now	40 minutes	Penalties applied
W-Comfort	12 hours (720 min)	Penalties applied

The deadlines only count during your store's business hours. The countdown is paused outside those hours.

Preparation deadlines ("Ready to collect")

Once accepted, you must mark the order as "Ready to collect":

Mode	Maximum time
W-Now	10 minutes
W-Comfort	75 minutes

Progressive penalty system

Penalties follow an escalation system:

1st breach

Simple warning (W-Now and W-Comfort). No financial deduction.

2nd breach

Mode	Penalty
W-Comfort	Full commission on the sale withheld
W-Now	Commission withheld + W-Now service disabled

3rd breach and beyond (repeat offense)

Mode	Penalty
W-Comfort	Commission withheld + store delisted for 7 days + corrective action plan required
W-Now	Commission withheld + 7-day delisting + corrective action plan required

The store will only be reactivated after a corrective action plan is shared and a meeting is held with the Wasal team.

Penalties by SLA type (W-Now details)

Preparation time	Penalty
0 to 40 min	None
41 to 120 min	Commission withheld

Penalties by SLA type (W-Comfort details)

Preparation time	Penalty
0 to 240 min (4h)	None
241 min and above	Commission withheld

Order cancellation

If you cancel an order (or if it is automatically cancelled because a deadline was exceeded), the entire commission is withheld.

Deadlines before automatic cancellation:

W-Now: 75 minutes without acceptance
W-Comfort: 24 hours without acceptance

You will receive a call from Seller Support:

W-Now: after 15 minutes without action
W-Comfort: after 6 hours without action

Other penalties

Breach	Penalty
Refusing an order due to being out of stock	Commission withheld
Cancellation after acceptance	Commission withheld
Delivery of a defective product	Seller after-sales service; on the 3rd case for the same product, the product is disabled
Delivery of a counterfeit product	Full refund + penalty of 5x the amount + permanent ban + possible legal action
Repeated negative reviews	Temporary or permanent account suspension
Late payment for marketing services	A late-payment surcharge applies for each month of delay

Return processing deadline

You must process any return request within 2 business days of receiving the returned parcel
Failure to meet this deadline may result in penalties

Tip: track your orders rigorously and enable push notifications so you never miss a deadline. This is the best way to avoid penalties.