As of: January 2025
1. Cancellation rate
The merchant is obliged to maintain a cancellation rate of 2%, i.e. to cancel no more than 2% of the orders received by him per calendar month. If this service level is not adhered to, the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus can demand that the merchant take measures to improve the service or temporarily or permanently exclude the merchant from using the marketplace.
2. Order processing time
The merchant is obliged to process incoming orders within one working day (24 hours). If this service level is not met for 98% of incoming orders, the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.
3. Processing time for cancellation requests
The merchant is obliged to process incoming cancellation requests within one working day (24 hours). If this service level is not met in 98% of incoming cancellation requests, the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.
4. Processing time for returns
The merchant is obliged to process incoming returns within one working day (24 hours) after arrival of the goods. If this service level is not met in 98% of incoming returns, the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.
5. Dispatch confirmation (Late Shipment Rate)
If the merchant has the product in stock at the time of the order, the merchant is obliged to send a dispatch confirmation within four working days of receipt of the order. If the merchant receives the order after the latest order time (last possible processing time on a working day specified by the merchant), this period is five working days. The four- or five-day period begins on the first working day after the order is placed.
If this service level is not met for 90% of incoming orders (with the exception of orders cancelled by the merchant), the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus reserves the right to demand improvement measures from the merchant or to temporarily or permanently exclude the merchant from using the marketplace.
6. Track & Trace
In order that the delivery time can be checked, the retailer is obliged to provide Galaxus with the tracking number for all deliveries that exceed the letter format. If the merchant does not fulfil this obligation, the merchant can be warned. If the merchant continues to fulfil this obligation inadequately, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.
7. Customer service
The merchant shall ensure that customer enquiries concerning him are answered within one working day (24 hours). If this service level is not met in 98% of incoming customer enquiries, the merchant may be warned. If this service level is again not met in the following calendar month, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.
8. Customer satisfaction
Galaxus is authorised to survey customer satisfaction with the merchant's services (in particular with regard to the quality of the products delivered, adherence to delivery dates, etc.) by means of customer surveys/feedback. In the event of insufficient customer satisfaction, the merchant may be warned. If customer satisfaction remains unsatisfactory, Galaxus can demand that the merchant take measures to improve or temporarily or permanently exclude the merchant from using the marketplace.