How do I act in the event of SLA violations?

Overview: Merchant Programme

Table of Contents

Customers expect a reliable order processing when shopping at Digitec Galaxus. It is our shared goal to meet these expectations and ensure customer satisfaction.

Analysis period

The cancellation rate is measured monthly. The results are evaluated by the 6th working day of the following month.

Measurement

The total quantity is based on items for which the merchant has reported QuantityOnStock (specifically inventory) and which were ordered during the observation period.

The cancellation rate includes cases in which:

1. The item has been cancelled without a cancellation request from the customer.

2. The customer has sent a cancellation request after the initially calculated delivery date.

3. The item was delivered despite a cancellation request.

Weighting

An item in an order can contain several pieces of the same product, but still counts as 1 item. In the case of a partial cancellation (2 pieces ordered, of which 1 piece is delivered and 1 piece is cancelled), the cancelled quantity is included in the cancellation rate.

Improvement period:

After you have been informed by email about your increased cancellation rate of over 2%, you have two weeks to send us an improvement plan with your measures to reduce the cancellation rate. After approval of this plan, you have another month to implement the proposed measures and reduce your cancellation rate to below 2%.

Performance review:

With an improvement plan:
After completion of the optimization phase, we will review again on the 6th working day 2 months after the warning to see if the initiated measures have led to an improvement in the cancellation rate.

Without an improvement plan:
Without a submitted improvement plan in the first 2 weeks after the warning, the cancellation rate will be measured directly on the 6th working day of the following month.

Pause:

If the cancellation rate is still above 2% at the end of the observation period, we reserve the right to pause your account. You will be informed about the pause by email.

Reactivation:

To reactivate your account, you can submit a reactivation request to haendlerprogramm@digitecgalaxus.ch. This includes an improvement plan with implemented measures that keep your cancellation rate below 2%. Your request will be reviewed internally within 5 working days and you will receive feedback via email. If the decision is positive, your account will be reactivated. If your improvement plan is rejected, your account will remain paused and you can submit a new reactivation request after further implemented optimization measures.

Flow chart of the process

I have been warned

1. Analysis - what is the trigger for the increased cancellation rate?

2. Take immediate action and communicate the measures to Digitec Galaxus within 2 weeks of the warning

I have been paused

1. Take improvement measures

2. Submit a reactivation request via email to haendlerprogramm@digitecgalaxus.ch

   1. This includes:

      1. Implemented measures to optimize the cancellation rate

      2. Desired reactivation date

My reactivation request was rejected

1. Take feedback

2. Implement further optimization measures

3. Submit a new reactivation request

Inventory data

One of the most important factors is correct inventory data (stock levels). Always up-to-date inventory data enables almost error-free purchasing and leads to no additional manual effort on both sides and fewer cancellations.

• Increase the frequency of stock data updates: If the intervals between updates are set too long, the quantities ordered may no longer match your current stock levels. It is therefore important that stock levels are transmitted at a high frequency: the more frequently, the better, but at least daily.

• Exact delivery stocks: send us exact delivery stocks (numbers) and not ranges or estimates

• Show small stock levels as stock=0: Set a rule in your stock transmission by ignoring small stock levels and showing 0 as stock level. For a very popular product, especially if high demand is expected on your other sales channels, set this limit higher.

Adjustment of the product range

If you notice that a certain part of your range is particularly affected by the cancellation rate, you can also deactivate / no longer offer it.

Company holidays

It is possible to have your company holidays recorded in the Galaxus ERP. During this time, orders will still be placed, but temporarily with an adjusted delivery time (delivery time + remaining company holidays). Please inform us of your annual company holidays. Unfortunately, company holidays that are not reported cannot be taken into account by the automatic delivery time calculation and will be perceived as a delay if the customer cancels after the specified delivery time, which counts into the cancellation rate.

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