FULL INTERNAL DOCUMENT

Version 1.0 — Confidential (Internal Use Only)
For: Management, Store Managers, Operations, Finance, Customer Support, Logistics & Technical Teams

SECTION 1 — FOUNDATIONAL INFORMATION

1.1 OVMPS Overview

Your trusted multi-vendor e-commerce marketplace, built to empower vendors/innovators and deliver value to buyers across all categories.
We believe in creating opportunities for businesses to thrive and curating memorable shopping experiences that are easy, affordable, and secure for our customers.

1.2 Mission

To create a dynamic eco-system that promotes easy, fast and reliable e-commerce experience between vendors and customers as well, offering a strategic investment support which will enable people with innovative ideas to share and grow their dreams.

1.3 Vision

To be the world’s most empowering platform where entrepreneurship thrives, bold ideas are nurtured, and every dreamer finds a path to success through connection, commerce and capital.

1.4 Core Values

• Integrity & Transparency
• Accountability
• Customer Satisfaction
• Vendor Empowerment
• Excellence in Service
• Innovation & Growth

SECTION 2 — ORGANIZATIONAL ROLES & RESPONSIBILITIES

This section outlines every key role within OVMPS.

2.1 SHOP MANAGER (GENERAL OPERATIONS MANAGER)

(Detailed manager-only guide will be in a separate document)

Primary Responsibilities

• Oversees vendor activities across the marketplace
• Supervises state managers
• Monitors orders, sales, vendor performance
• Ensures compliance with OVMPS policies
• Trains affiliates and new staff
• Coordinates logistics and return processes
• Reviews vendor issues, disputes, and escalations
• Maintains accurate records for vendors and states

Access Rights

• Full OVMPS Vendor Management
• OVMPS Order oversight
• Marketing tools & analytics
• Cannot upgrade/downgrade vendors
• No permission to edit payments settings

2.2 STATE MANAGERS

(If applicable)

Responsibilities

• Manage vendors in their assigned state
• Record sales, orders, and issues
• Conduct physical vendor verification when required
• Coordinate return pickups with logistics agents
• Report weekly to General Manager

2.3 EDITOR (CONTENT & LISTING OFFICER)

(Separate page will be created for this role)

Responsibilities

• Review vendor product listings
• Correct product descriptions, titles, categories
• Check product compliance
• Optimize listings for SEO
• Upload products for vendors when needed

2.4 AFFILIATE (VENDOR ACQUISITION PARTNER)

(Separate affiliate page will also be created)

Responsibilities

• Bring vendors to the platform
• Promote OVMPS membership plans
• Monitor affiliate dashboard
• Learn commission rules
• Report to Shop Manager

2.5 FINANCE & ACCOUNTS OFFICER

Responsibilities

• Process vendor payouts via escrow
• Record withdrawals, refund settlements
• Prepare vouchers for:
  • Vendor payments
  • Staff salaries
  • Branch expenses
  • Logistics agent payments
• Maintain petty cash
• Monthly, quarterly, bi-annual & annual reports
• Work with IT to verify automated payment logs

2.6 CUSTOMER SERVICE REPRESENTATIVE (CSR)

Responsibilities

• Respond to inquiries (calls, SMS, WhatsApp, email, chat)
• Manage return & refund requests
• Assist customers with delivery issues
• Follow communication scripts
• Collect customer feedback
• Escalate unresolved issues

2.7 QUALITY CONTROL OFFICER

Responsibilities

• Inspect returned items
• Approve or reject refund claims
• Document quality issues
• Flag vendors with repeated violations
• Liaise with Vendor Management Team

2.8 LOGISTICS COORDINATOR

Responsibilities

• Assign logistics agents to orders
• Track pickups & deliveries
• Investigate delayed or lost orders
• Manage return deliveries
• Confirm delivery proof before releasing funds

2.9 IT SUPPORT TECHNICIAN

Responsibilities

• Maintain internal systems (dashboard, POS, devices)
• Troubleshoot vendor technical issues
• Secure data
• Assist with plugin errors (WCFM, WooCommerce, hosting)
• Maintain uptime monitoring

2.10 MARKETING & PROMOTIONS ASSISTANT

Responsibilities

• Manage local campaigns
• Create vendor promo banners
• Coordinate flash sales and coupons
• Track campaign performance
• Handle social media posting

SECTION 3 — PLATFORM OPERATIONS

3.1 PRODUCT MANAGEMENT

What Products Are Allowed

• New items
• Fairly used items
• Foreign-used items
• NOT prohibited by Nigerian law

Required Product Quality

• Accurate condition
• Clear images
• Honest description
• Valid pricing

Manager/Staff Tasks

• Review newly added products
• Remove prohibited or fraudulent items
• Assist vendors with listings
• Educate vendors on proper formatting

3.2 ORDER MANAGEMENT

Order Lifecycle

1. Customer places order
2. Payment enters OVMPS escrow
3. Vendor is notified
4. Logistics pickup is arranged
5. Delivery is completed
6. Customer receives order and mark as completed
7. Vendor becomes eligible for payout through OVMPS escrow.

Manager Responsibilities

• Monitor pending, processing, completed orders
• Ensure return requests are attended to
• Coordinate with logistics
• Support vendors on shipping issues
• Provide daily, weekly, bi-annual and annual reports on vendor activites, orders, affilate activities, staff activities, logistic activities and site performance.

3.3 REFUND MANAGEMENT

Core Rules

• Customer must request refund within allowed window
• Vendor must accept returned item
• Refund is processed only when product is returned in good condition
• Vendor will not be paid for refunded orders

Manager Tasks

• Approve/reject refund (with QC Officer help)
• Monitor communication between vendor & customer
• Update OVMPS order notes
• Ensure finance processes reversal

3.4 SHIPPING MANAGEMENT

OVMPS Shipping Model

• We use global shipping via Distance Rate Shipping plugin
• Vendors do not need individual shipping settings
• All shipping fees are calculated automatically during checkout

Manager Role

• Monitor shipping zones & rates
• Engage reliable logitics agents
• Ensure logistics partners understand fees
• Track vendor shipping performance

3.5 WITHDRAWAL & PAYMENTS

Payment Rules

• Vendors receive payouts via escrow
• Payments go directly into their bank accounts
• Vendors cannot request manual edits to payout methods

Manager Tasks

• Monitor payout logs
• Ensure finance validates transactions
• Help vendors understand payment cycles

3.6 REPORTS & ANALYTICS

Reports Managers Review

• Sales by vendor
• Orders by state
• Vendor performance
• Affiliate performance
• Refund rates
• Logistics performance

Weekly Duties

• Compile summary for executive team
• Identify problematic vendors
• Highlight opportunities

SECTION 4 — VENDOR LIFECYCLE & MANAGEMENT

4.1 Vendor Registration

Vendor Types

• Basic (Free)
• Standard (₦180,000/year)
• Premium (₦580,000/year)

Manager Tasks

• Verify vendor documents
• Approve vendor store setup
• Assign vendor category restrictions if needed

4.2 Vendor Monitoring

What Managers Track

• Product compliance
• Order acceptance speed
• Delivery speed
• Refund rates
• Customer complaints
• Affiliate acquisition source

4.3 Vendor Training

Managers train vendors on:

• Adding products
• Managing orders
• Handling returns
• Understanding escrow
• Improving product quality
• Using discount coupons
• Joining promotional events

SECTION 5 — AFFILIATE PROGRAM OPERATIONS

5.1 Affiliate Commission Rules

Sales Commission (their registered vendor orders)

• Fixed 0.5% of every completed order

Membership Commission (For Successful Vendor Onboard)

• Basic vendor → No commission
• Standard vendor → Fixed commission (#15,000) per active vendor
• Premium vendor → Fixed commission (#25,000) per active vendor

5.2 Affiliate Training

• How to activate affiliate dashboard
• How to copy and share link
• How to find vendors
• How to track commissions
• Policy on ethical promotion
• Forbidden behaviors

SECTION 6 — CUSTOMER SERVICE OPERATIONS

6.1 Handling Complaints

CSR should:

• Respond with empathy
• Collect order details
• Verify delivery status
• Check product condition
• Report to Manager for final action

6.2 Handling Refund Requests

CSR steps:

1. Confirm timeline
2. Collect proof
3. Notify vendor
4. Escalate to QC Officer
5. Update order notes
6. Assist finance in processing refund

SECTION 7 — LOGISTICS OPERATIONS

7.1 Delivery Procedure

• Logistics agent receives pickup details
• Vendor packages item
• Item is picked and transported
• Customer receives product and mark order as complete
• Delivery proof is captured

7.2 Return Procedure

• Manager instructs logistics agent
• Item is picked from customer
• Delivered to vendor or warehouse
• Quality check
• Refund or rejection processed

SECTION 8 — SECURITY & COMPLIANCE

8.1 Platform Security

• Use strong passwords
• Two-factor authentication for admins
• No sharing of login access
• Regular backups via Hostinger
• Frequent malware scans

8.2 Fraud Monitoring

Managers watch for:

• Fake products
• Duplicate accounts
• Abnormal order patterns
• Suspicious vendor behavior
• Affiliate manipulation

SECTION 9 — TRAINING & DEVELOPMENT

9.1 Staff Training

• Monthly internal training
• Operational performance review
• Vendor service improvement
• Digital tools training

9.2 Vendor Seminars

• Quarterly workshops
• Hosted physically or online
• Teach product quality standards
• Teach return compliance
• Teach proper packaging

SECTION 10 — REPORTING STRUCTURE

10.1 Daily Reports

• Orders summary
• Logistics issues
• Refund cases

10.2 Weekly Reports

• Vendor performance
• State manager feedback
• Affiliate stats

10.3 Monthly Reports

• Finance & payout summary
• Marketing performance
• Product compliance