Annex 12.6 Service Levels Marketplace Germany

As of: October 2025

To the extent that Service Levels to be achieved by the participant are agreed upon in this annex, the specified minimum requirements or acceptable deviation rates always refer to the average of all orders or customer contacts of the respective participant over the last 30 days. The evaluation by Galaxus and, if applicable, the implementation of measures pursuant to Section 12 of the Marketplace Terms of Use are carried out on an ongoing basis based on a day-specific analysis of the respective preceding period.

1. Cancallation Rate

The merchant is obligated to maintain a cancellation rate of 2%, meaning no more than 2% of orders received by the merchant within 30 days may be canceled.

2. Order Processing Time

The merchant is obligated to process incoming orders within one business day (24 hours). A target achievement rate of 98% within 30 days has been agreed upon in this regard.

3. Processing Time for Cancallation Request

The merchant is obligated to process incoming cancellation requests within one business day (24 hours). A target achievement rate of 98% within 30 days has been agreed upon in this regard.

4. Processing Time for Returns

The merchant is obligated to process incoming returns within one business day (24 hours) after the goods have arrived. A target achievement rate of 98% within 30 days has been agreed upon in this regard.

5. Shipping Confirmation (Late Shipment Rate)

If the product is in stock at the time of the order, the merchant is obligated to provide a shipping confirmation within four business days of receiving the order. If the order is received by the merchant after the latest order time (the latest possible processing time on business days set by the merchant), this period extends to five business days. The four- or five-day period begins on the first business day after the order is placed. A target achievement rate of 90% of incoming orders (excluding orders canceled by the merchant) within 30 days has been agreed upon.

6. Track & Trace

To allow verification of delivery times, the merchant is obligated to provide Galaxus with the tracking number for all shipments exceeding letter size. A target achievement rate of 95% within 30 days has been agreed upon in this regard.

7. Customer Service

The merchant ensures that customer inquiries directed to them are answered within one business day (24 hours). A target achievement rate of 98% within 30 days has been agreed upon.