Suspension
Account pauses are rare and we contact you directly before any operational action. 12+ years of UAE logistics tells us almost every issue that could trigger a suspension can be resolved in a 10-minute conversation if it is caught early. The page below covers what can trigger a pause, what we do first, the difference between suspension and termination, and how to reinstate.
What can pause your account
Section titled “What can pause your account”Four categories cover almost every case we have seen.
- Extended overdue invoice. Invoices past the agreed terms by a meaningful margin, after the standard reminder path documented in invoicing.
- Repeated payment failures. Bank rejections, bounced cheques, or international wires repeatedly failing without resolution.
- Prohibited goods. Stock arriving at our warehouse that falls inside the prohibited list in restricted items, or attempts to ship anything illegal in the UAE.
- Abuse of the platform. Misuse of the buyer-facing tracking page, attempts to exploit the COD reconciliation flow, or repeated breaches of the service agreement.
What we do first
Section titled “What we do first”Before any operational action, we contact you directly. The path:
- WhatsApp to the named contact on your account, flagging the issue and the proposed timeline.
- Email to the same contact and the billing address, with the same content in writing for the audit trail.
- Phone call from operations leadership if the first two channels do not get a response inside the proposed timeline.
The point of the early contact is to resolve the underlying issue, not to formalise an enforcement action. Most cases close at step one with a simple explanation, a payment commitment, or a stock removal plan.
Suspension versus termination
Section titled “Suspension versus termination”Two distinct states, one rarer than the other.
Suspension
Section titled “Suspension”A pause on new operations while the underlying issue is resolved. Existing stock and shipments continue safely.
- No new orders accepted into the pick queue. Your storefront orders queue but do not pick.
- In-flight orders complete normally. Anything already picked, packed, or out for delivery completes.
- Stock stays at our warehouse. Storage continues at the standard rate. We do not touch your inventory.
- COD payouts continue. Already-collected COD reconciles and pays out per the normal cycle so cash flow does not break.
- Reinstatement is straightforward once the issue resolves; new orders flow again immediately.
Termination
Section titled “Termination”Rare, only follows extended unresolved issues that suspension did not fix.
- Service agreement ends per the terms documented during onboarding.
- Stock removal plan agreed with reasonable notice; we coordinate handover to your next provider or to you directly.
- Final reconciliation and final invoice issued; outstanding COD pays out, outstanding charges settle, the account closes cleanly.
- No vindictive enforcement. Termination is a structured exit, not a punishment.
How to reinstate
Section titled “How to reinstate”Resolve the underlying issue, then confirm next steps with us.
- Overdue invoice: settle the outstanding balance or agree a payment plan with your account manager. Reinstatement happens the same day on confirmed payment.
- Payment failure: confirm the corrective banking details with your account manager and re-attempt.
- Prohibited goods: arrange removal of the affected stock; the rest of your inventory stays unaffected.
- Platform abuse: depends on the specifics; resolution path agreed case by case with operations leadership.
In every case, the reinstatement step is a positive operational restart, not a re-onboarding. Your settings, integrations, SKU master, and historical records all stay intact.