Merchants - Performance - 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.

Review Period

The cancellation rate is recalculated daily:

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Measurement

The total amount is based on items for which the merchant has submitted QuantityOnStock (actual stock level) and which were ordered during the review period.

The cancellation rate includes cases where:

1. the item was canceled by the merchant without a cancellation request from the customer.

2. the customer sent a cancellation request after the initially calculated delivery date, and the merchant subsequently canceled the item.

Warning & Possible Suspension

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Warning

If you had more than 100 order items during the review period and your cancellation rate is above 2%, 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.

Pause

If the cancellation rate remains above 2% at the end of the review period, we reserve the right to pause your offers. You will be informed about the pause via email. The orders already received must be processed as usual.

Reactivation

To reactivate your account, you can record an improvement plan in the partner portal. This includes the measures implemented to keep your cancellation rate below 2%. 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 paused, and you can submit another reactivation request after implementing further optimization measures.

I have been 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 have been 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 has been 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 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 long, it may happen that the ordered quantities no longer match your current stock levels. Therefore, a high frequency of inventory transmission is crucial: the more often, the better, but at least once daily.

• Accurate delivery stock: Provide us with accurate delivery stock (number) and no ranges or estimates.

• Report low stock levels as stock=0: Set a rule in your inventory transmission to ignore low stock levels and report 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 particular part of your assortment is particularly affected by the cancellation rate, you can also exclude these items / stop offering them.

Company Holidays

There is the possibility to have your company holidays recorded in the ERP of Galaxus. During this time, orders will still be placed, but temporarily 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 will count towards the cancellation rate.