Notice: Delay in Delivery of Ordered Books
Dear Valued Customer,
Universal Books operates a hybrid online bookstore model, offering both in-house published books and third-party seller books. Our platform, integrated with Razorpay payment gateway, facilitates the purchase and sale of books to individual customers, schools, and institutions. Our priority is to ensure authenticity, quality, and timely service, even when logistics involve multiple parties.
Key Components of the Business Model
1. Product Offering
- In-house Books: Published and stocked by Universal Books.
- Third-party Seller Books: Sourced from various partner sellers across regions.
2. Order Fulfillment Workflow
- Customer places an order through our website.
- If the book is from a third-party seller, it is first routed to Universal Books’ central warehouse for:
- Physical inspection
- Quality check
- Packaging for final delivery
- Post-verification, books are dispatched to customers.
This step ensures product authenticity, eliminates counterfeit deliveries, and builds customer trust.
3. Payment and Refund Policy
- We use Razorpay as our secure payment gateway.
- Payments are typically auto-captured, but technical issues sometimes cause mismatches (e.g., payment marked pending despite capture).
- In case of:
- Delayed dispatch from sellers: Customers are informed and offered the option to wait or get a refund.
- Seller non-compliance or stockouts: Refunds are initiated to maintain transparency and customer satisfaction.
Funds are added to Razorpay Credits for quick refunds and resolution of discrepancies.
4. Customer Service Commitment
- Transparent communication regarding delays.
- Claim form on our website for customers to raise issues with partial or non-delivered orders.
- Focus on resolving disputes swiftly with proactive customer support.
5. Revenue Model
- Direct sales margin from Universal Books’ titles.
- Commission-based earnings from third-party seller books.
- Value-added services such as:
- Priority shipping
- Bulk order management for institutions
- Book bundling for schools and competitive exams
6. Challenges and Mitigations
| Issue | Mitigation |
|---|---|
| Delay in seller book delivery | Maintain strict SLAs with sellers, onboard local sellers for faster procurement. |
| Payment capture issues | Regular sync with Razorpay; monitor dashboard for failed/pending transactions; ensure reserve fund for refunds. |
| Manual inspection delays | Introduce barcode-based verification and batch processing at the warehouse. |
| Refund processing time | Preload Razorpay Credits; automate refund triggers for non-shipped items within a week. |
Technology Stack
- Website: Custom-built or hosted LMS/eCommerce platform
- Payment Gateway: Razorpay (with Credits feature and API integration)
- Order Management: Manual + ERP-based tracking
- Inventory: Centralized warehouse + partner sellers
Universal Books
Mobile and WA: 9002788996 / 9002923239
Email: contact@univerbooks.com
Thank you for your understanding and cooperation.
Best regards,
The Universal Books Team