Seller rating

This is an English translation for convenience. In case of any discrepancy, the Russian version prevails.

Edition dated 7 October 2026.

1.1. The Operator automatically calculates and displays on the Platform the Seller rating — an informational indicator describing the Seller’s compliance with deadlines for processing orders, replying in correspondence and cancelling orders during the calculation period.

The rating is not a review, a Buyer’s assessment, confirmation of the Seller’s quality or reliability, solvency, good faith or performance of obligations. The rating does not establish that the Seller breached a contract and is not a measure of liability.

1.2. The rating is calculated on a scale from 1.00 to 5.00 points and displayed on the Platform rounded to one decimal place.

The calculation is performed automatically at least once an hour based on events from the preceding 180 calendar days. Events are not taken into account after that period. A separate history of rating changes is not created or displayed unless the Platform’s functionality expressly provides otherwise.

1.3. The rating is displayed once the Seller has at least three completed orders during the calculation period.

An order is completed when the Platform assigns it the status “Delivered” or “Closed”. Until this number of orders is reached, and if the number later falls below three, the label “New seller” may be displayed instead of a numerical rating.

1.4. The rating is calculated using the following indicators:

• the share of orders cancelled by the Seller — 40 per cent;
• the Seller’s average response time in correspondence with Buyers — 30 per cent;
• the Seller’s average order confirmation time — 30 per cent.

1.5. The final rating is determined by the formula:

Rating = 1 + 4 × (0.4 × A + 0.3 × B + 0.3 × C),

where:

A is the score for the share of orders cancelled by the Seller;

B is the score for response speed in correspondence;

C is the score for order confirmation speed.

Each indicator has a value from 0 to 1. The final value is rounded to hundredths and, when displayed on the Platform, to one decimal place. The final value cannot be below 1.00 or above 5.00.

1.6. The cancellation score is one minus the share of orders cancelled by the Seller in the total number of orders received by the Seller during the calculation period:

A = 1 − number of orders cancelled by the Seller / total number of orders received.

A cancellation by the Seller is a cancellation made by the Seller in the account or through an integration with an accounting system.

If a Buyer asks to cancel an order that has already been confirmed and the Seller performs the cancellation, it is counted as a cancellation by the Seller. The reason for cancellation and whether the Seller is at fault are not assessed separately for this indicator.

Cancellation of a new order that the Seller has not confirmed, when made independently by the Buyer, is not a cancellation by the Seller. Such an order is nevertheless included in the total number of orders received unless the Platform’s algorithm provides otherwise.

1.7. The response-speed score is calculated from the average calendar time between the first Buyer message requiring a response and the Seller’s subsequent message in the relevant correspondence.

Time is counted continuously, including weekends and non-working public holidays.

If there is no correspondence included in the calculation, the indicator is assigned a value of 0.5. Buyer messages to which the Seller did not respond are not included in the average response time. The substance of the response is not assessed; for the calculation, the fact that the Seller sent a message is what matters.

For an average response time:

• 60 minutes or less — the score is 1;
• 24 hours or more — the score is 0;
• from 60 minutes to 24 hours — the score is determined proportionally on a logarithmic scale.

1.8. The order-confirmation-speed score is calculated from the average calendar time between the creation of an order and the moment when the Seller changes the order to the “Confirmed” status.

Time is counted continuously, including weekends and non-working public holidays.

Orders that the Seller did not confirm are not included in the average confirmation time. If there are no confirmed orders included in the calculation, the indicator is assigned a value of 0.5.

For an average order confirmation time:

• 4 hours or less — the score is 1;
• 72 hours or more — the score is 0;
• from 4 to 72 hours — the score is determined proportionally on a logarithmic scale.

1.9. The following technical Platform data is used to calculate the indicators: order identifiers and statuses, dates and times of creation and status changes, and the fact that messages and replies were sent.

The content of correspondence, full names, contact details and other personal data of Buyers is not used to calculate the rating unless this is required for technical identification of the relevant event and compliance with legal requirements.

1.10. The rating and related indicators may be displayed on the Seller’s page; in a product card or Seller block; in a list of favourite Sellers; and in other Platform sections intended to inform Users.

In addition to the rating, the Platform may display the number of completed orders, average response time, average order confirmation time, the percentage of cancellations by the Seller and the date of the Company’s last activity on the Platform.

The number of completed orders and the date of the Company’s last activity are not included in the rating formula by themselves. The cancellation percentage is taken into account only in accordance with clause 1.6. The response rate to price requests is not included in the rating and may not be displayed to Users.

1.11. The rating may be affected by the Seller’s actions connected with confirming orders, replying in correspondence and cancelling orders.

The Buyer does not give the Seller a rating and cannot change it manually. The Buyer’s actions may affect the calculation only indirectly, through the creation of an order, sending a message or another event taken into account by the Platform’s algorithm.

1.12. The Operator applies one rating methodology to all Sellers. The Operator does not set the rating manually, change it at its discretion or exclude individual orders from the calculation at a Seller’s request.

The Seller cannot refuse calculation or public display of the rating if the conditions for its display established by this Appendix are met.

1.13. The rating is not used to automatically change the order in which Products or Sellers are displayed, give the Seller advantages, change tariffs, restrict access to the Platform or apply other adverse consequences unless the Offer expressly provides otherwise.

The rating does not replace the Seller’s obligation to respond to requests and orders within the periods established by the Offer. The response period established by those documents and the rating indicators are independent conditions.

1.14. The Seller may send the Operator a request about a possible technical error in the calculation of the rating or related indicators within 7 business days after the Seller learned or should have learned about the error.

The request is sent through the account or to the Operator’s e-mail address specified in section 19 of the Offer. It must state the Seller’s name, account identifier, disputed indicator and the circumstances of the alleged error.

The Operator considers the request within 7 business days. If a technical error or incorrect source data is confirmed, the Operator recalculates the rating. The Seller’s disagreement with the methodology established by this Appendix is not grounds for an individual change to the rating.

1.15. A change to the calculation period, indicators, their weights, time thresholds or other material elements of the methodology is made in accordance with section 15 of the Offer.

1.16. The rating does not affect the conclusion, performance or termination of contracts between Sellers and Buyers and does not release the parties to those contracts from their obligations and liability under the laws of the Russian Federation, the Offer or the contract between the parties.