Cancellation Rate

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

You can find the current cancellation rate in the Partner Portal at Performance > Cancellation Performance

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Under Details, all canceled items can be found.

Analysis Period

The cancellation rate is recalculated daily:

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Measurement

The total amount is based on items for which the supplier has transmitted QuantityOnStock (actual stock) and which were ordered during the observation period.

Cancellation rate includes cases where:

1. the item has been canceled by the supplier without a cancellation request.

2. a cancellation request has been received after the initially calculated delivery date and the supplier subsequently canceled the item.

Warning

If you had more than 100 order items during the review period and your cancellation rate is above 2%/5%, you will be warned by email. After that, you have 30 days to improve your cancellation rate. If more time is needed, an improvement plan can be recorded in the partner portal to extend the deadline to 60 days.

Success Control

With Improvement Plan
After the optimization phase is completed, we will check 60 days after the warning whether the measures taken have led to an improvement in the cancellation rate.

Without Improvement Plan

Without an improvement plan, the cancellation rate will be measured 30 days after the warning.

Suspension of Direct Delivery

If your cancellation rate for direct deliveries remains above 2% at the end of the review period, we reserve the right to suspend your offers. You will be informed of the suspension by email. Orders already received must be processed as usual.

Suspension of Warehouse Delivery for Direct Customer Orders

If your cancellation rate for warehouse deliveries remains above 5% at the end of the review period, we reserve the right to suspend your offers for direct customer orders, which may lead to a reduction in purchasing volume. You will be informed accordingly by email.

Reactivation

To reactivate your account, you can record an improvement plan in the partner portal. This includes the measures implemented that keep your cancellation rate below 2%/5%. Your application 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 suspended, and you can submit a new reactivation request after further implemented optimization measures.

Prozess als Flow-Diagramm

I was warned:

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

2. Take immediate action and document an improvement plan in the Partner Portal.

I was paused:

1. Implement improvement measures

2. Document a reactivation request in the Partner Portal

   1. This includes:

      1. implemented measures to optimize the cancellation rate

      2. Desired reactivation date

My reactivation request was denied:

1. Take feedback into account

2. Implement further optimization measures

3. Submit a reactivation request again

Measures to Optimize the Cancellation Rate

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Inventory Data

One of the most important factors is the correct inventory data (stock levels). Keeping inventory data up to date allows for almost error-free shopping and results in no additional manual effort on both sides and fewer cancellations.

• Increase the frequency of inventory data updates: If the intervals between updates are set too large, there may be cases when the ordered quantities do not match your current stock level. Therefore, a high frequency of inventory transmission is crucial: the more often, the better, but at least once daily.

• Accurate delivery stocks: Provide us with accurate delivery stocks (numbers) and not ranges or estimates.

• Report small stock levels as stock=0: Set a rule in your inventory transmission by ignoring low stock levels and reporting them as stock 0. For a highly demanded product, set this threshold higher, especially when high demand is expected on your other sales channels.

Adjustment of the Assortment

If you notice that a certain part of your assortment is particularly affected by the cancellation rate, you can also exclude these items / no longer offer them.

Company Holidays

There is the option to have your company holidays stored in the Galaxus ERP. During this time, orders will still be placed, but temporarily calculated with an adjusted delivery time (delivery time + remaining company holidays). Please proactively inform us of your company holidays annually. Unreported company holidays cannot be retroactively considered in the automatic delivery time calculation and will be perceived as delays. If the customer sends a cancellation request after the specified delivery time, this cancellation counts towards the cancellation rate.