Our common goal is to have a satisfied customer who buys at MALL / Mimovrste regularly. One of the basic prerequisites for how we can achieve this is to minimize canceled orders.
Cancel rate is the ratio of canceled orders by the partner to all created orders that have passed the status OPEN (adjusted for test orders, manual interventions of the MALL Call Center by the customer).
It is about canceled orders (CANCELED status), where the cancellation occurs by the partner, ie before the goods are dispatched from the warehouse, not undelivered or uncollected shipments customer (RETURNED status).
Canceling an order due to incorrectly set data, such as stock availability and price, impairs the customer experience, loyalty and reduces customer confidence in us as a seller. Such cases are also reflected in the evaluation of the partner on the Internet / web.
Therefore, the goal is set to have a maximum of 3% canceled orders for the monitored period out of the total number of orders of each partner.
We monitor this SLA very closely. If it is violated, we will notify you and request corrective action to resolve the situation.
If the partner does not correct the status after notification by MALL and the Cancel rate of his orders will be higher than 3% for the monitored period, the cooperation may be temporarily limited (until the partner's errors are eliminated).
The most common reasons for cancellation of an order by a partner include:
- Stock availability of goods - it is important to always have up-to-date stock availability so that only available goods are displayed in the basket. It is also important to have the correct delivery date set Delivery delay a Close time. In the event that several orders occur simultaneously in a short time interval, the partner must ensure that he has the offered goods.
- Test orders - for testing, please use test orders in the partner portal, not orders via MALL.CZ/SK/HU/PL/SI. Test orders created through the portal, unlike real ones created through MALL.CZ, do not affect the process of mutual billing, and also do not enter into the Cancel rate statistics.
- Prices – the price is important for the customer, so if the partner finds out when confirming the order that he does not have a correctly set product price, he is obliged by law to deliver the order for the price specified in the order. We recommend checking the set prices, especially between individual countries (CZ vs. SK, etc.)
Orders canceled by the end customer himself do not count towards the Cancel rate.
Cancel rate in the MALL Partner portal
Bookmark Cancel rate can be found in the MALL Partner portal in the section Quality of service. You can monitor the current data in percentages for the given month and for the last 7 days. Here you will also see an overview of recent months.
The status of your account is evaluated based on the last month ended.
At the same time you have the option under the button "Report“Export a list of incorrectly entered statuses for orders for your selected month in .xlsx format. An automatic window will open, where you enter the given month for which you want to export orders and confirm with the button "Download„.