What's my cancellation rate and why is it important?

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

The current cancellation rate is available 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 the cancellation rate exceeds 2%/5% during the review period, a warning is sent by email. A 30‑day period then applies to improve the cancellation rate. If additional time is required, 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 the cancellation rate for direct deliveries remains above 2% at the end of the review period, Digitec Galaxus reserves the right to suspend the corresponding offers. The suspension is communicated by email. Orders already received must be processed as usual.

Suspension of Warehouse Delivery for Direct Customer Orders

If the cancellation rate for warehouse deliveries remains above 5% at the end of the review period, Digitec Galaxus reserves the right to suspend offers for direct customer orders, which may lead to a reduction in purchasing volume. The suspension is communicated by email.

Reactivation

For reactivation, an improvement plan can be recorded in the Partner Portal. This plan describes the measures implemented to keep the cancellation rate below 2%/5%. The application is reviewed internally within 5 working days, and feedback is provided by email. In the case of a positive decision, the account is reactivated. If the improvement plan is rejected, the account remains suspended, and a new reactivation request can be submitted after further optimization measures have been implemented.

Warning received

1. Analyze the trigger for the increased cancellation rate.

2. Record an improvement plan in the Partner Portal.

Account paused

1. Implement improvement measures.

2. Record a reactivation request in the Partner Portal, including:

3. Implemented measures to optimize the cancellation rate.

4. Desired reactivation date.

Reactivation request denied

1. Take feedback into account

2. Implement further optimization measures

3. Submit a reactivation request again

Inventory Data

One of the most important factors is correct inventory data (stock levels). Up‑to‑date inventory data enables an almost error‑free shopping experience and reduces manual effort on both sides as well as the number of cancellations.

• Increase the frequency of inventory data updates: If the intervals between updates are too long, ordered quantities may no longer match the actual stock level. A high frequency of inventory transmission is therefore crucial: the more often, the better, but at least once per day.

• Accurate delivery stocks: Delivery stocks should be transmitted as precise quantities rather than as ranges or estimates.

• Report small stock levels as stock = 0: Inventory transmission can be configured so that low stock levels are treated as stock 0. For products with high demand, this threshold should be set higher, especially when high demand is expected on other sales channels.

Adjustment of the Assortment

If a certain part of the assortment is particularly affected by a high cancellation rate, the affected items can be excluded or no longer offered.

Company Holidays

Company holidays can be stored in the Galaxus ERP. During these periods, orders continue to be placed but are temporarily calculated with an adjusted delivery time (delivery time + remaining company holidays). Company holidays should be communicated to Digitec Galaxus once per year in advance. Unreported company holidays cannot be taken into account retroactively in the automatic delivery time calculation and are perceived as delays. If a customer submits a cancellation request after the specified delivery time, this cancellation is counted towards the cancellation rate.