Service Levels

Date: September 2023

Cancellation rate
The Merchant is obliged to maintain a cancellation rate of 2%, i.e., not to cancel more than 2% of the orders received by the Merchant per calendar month. If the cancellation rate is too high, Digitec Galaxus AG may demand that the merchant take measures to improve the situation. If the cancellation rate is again above 2% in the following calendar month, Digitec Galaxus AG may temporarily pause the Merchant's offer or exclude the Merchant from using the online shop.
Incorrect offer data
The Merchant is obliged to provide its offer feed with complete and correct data. Incorrect offers can be removed from the online shop by Digitec Galaxus AG at any time. Incorrect data includes, for example, incomplete or incorrect information about a product, incorrect VAT, multiple entries of the same product, etc.
Processing time for orders
The Merchant is obliged to process incoming orders in the system within one working day (24h). If this service level is not adhered to for 98% of orders, the retailer may be warned. If the service level is not met again in the following calendar month, Digitec Galaxus AG may demand that the Merchant take measures to improve the service, temporarily suspend the Merchant's offer or exclude the Merchant from using the online shop.
Processing time for cancellation requests
The Merchant is obliged to process incoming cancellation requests within one working day (24h). If this service level is not met in 98% of the cancellation requests, the merchant may be warned. If this service level is not met again in the following calendar month, Digitec Galaxus AG may demand that the Merchant take measures to improve the service or temporarily or permanently exclude the Merchant from using the online shop.
Processing time for returns
The Merchant is obliged to process incoming returns within one working day (24h) after the arrival of the goods. If this service level is not met for 98% of incoming returns, the Merchant may be warned. If this service level is not met again in the following calendar month, Digitec Galaxus AG may demand that the Merchant take measures to improve the situation or temporarily or permanently exclude the Merchant from using the online shop.
Track & Trace transmission
In order that the delivery time can be verified, the Merchant shall be obliged to transmit the tracking number to Digitec Galaxus AG for all deliveries exceeding the letter format. If the Merchant fails to comply with this obligation, the Merchant may be warned. If the Merchant continues to fail to comply with this obligation, Digitec Galaxus AG may require the Merchant to take measures to improve the situation, temporarily pause the Merchant's offer or exclude the Merchant from using the online shop.
Customer service
The Merchant shall ensure that customer enquiries concerning it are answered within one working day (24h). If this service level is not met for 98% of the incoming customer enquiries, the Merchant may be warned. If this service level is not met again in the following calendar month, Digitec Galaxus AG may demand that the Merchant take measures to improve the situation or exclude the Merchant temporarily or permanently from using the online shop.
Customer satisfaction
Digitec Galaxus AG is entitled 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 trader may be warned. If customer satisfaction remains unsatisfactory, Digitec Galaxus AG may demand that the Merchant take measures to improve the situation, temporarily suspend the Merchant's offer or exclude the Merchant from using the online shop.