Order SLA

In this article, you will learn more about how service level agreement (SLA) works and affects customer experience.

Our common goal is to have a satisfied customer who buys at MALL regularly. Therefore it is important that the customer receives what he ordered on time, in the expected quality and with quality service.
With this objective in mind, we evaluate the order flow process and the level of service provided (hereinafter referred to as "SLA").

Below you will find an overview of selected SLAs with the greatest impact on customer satisfaction. All partner SLAs are defined in the General Business Terms and Conditions (GBTC).

Cancel rate

Cancel rate is the ratio of all orders that were cancelled by partner (CANCELLED status) to all orders that passed the OPEN status in the given period. More information can be found here.

Failure to comply with the SLA impairs the customer experience, their loyalty and reduces customer confidence in us as a reseller.
If for exceptional reasons you must cancel your order, please do so as soon as possible.

Incorrectly entered final status of the order - Status error

Status error is the ratio of all orders with an incorrectly entered final status (e.g. order with DELIVERED status set to CANCELED) against all orders for the monitored period. See more information here.

Incorrectly entered status affect the customer experience due to poor customer information due to them receiving or not receiving the invoice for the order.

Adding tracking data to orders - Tracking rate

Tracking rate is the proportion of orders with added tracking information (tracking number and tracking url) against all sent orders (with SHIPPED, DELIVERED and RETURNED status) for the monitored period.
See more information here.

Adding tracking data will lead to greater customer awareness.

Meeting the delivery date - On-Time Delivery

On-Time Delivery monitors the number of orders that were delivered on the specified delivery date in the given monitored period.
See the article for more information here.

Late delivery or orders significantly negatively affects the customer experience.

Confirmation of order preparation for shipment or order cancellation

This SLA sets the time until you need to change the order status from OPEN to SHIPPING or CANCELLED.
It is important to always have up-to-date stock so that only available goods are displayed in the website shopping cart. If you find that you do not have the goods in stock or are damaged, immediately change the status of the order in the MALL Partner portal to CANCELLED

This time is set to 1 business day from the moment the order enters the OPEN status. 1 working day from the moment the order enters the state OPEN.

Taking a long time to accept the order has a big impact on the customer experience.
With a late change of status, customer enthusiasm decreases significantly and such a customer will not return to us.

Confirmation of delivery (or return) by the customer

The time when it is necessary to switch the order status from the SHIPPED to the final DELIVERED or RETURNED status.

This time is set to 1 business day from the moment the order is delivered or returned.

By setting the final status DELIVERED, the customer will receive an invoice from MALL and at that moment we will buy the products from the order from you.
When completing the final status RETURNED, you can update your stock availability for products.

We closely monitor these and other indicators and resolve any corrective action with partners. If the partner does not take the necessary steps to eliminate the problem, he runs the risk of temporary or permanent deactivation on the MALL Partner.

In case you have any further questions, you can contact us via Help Centre.