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Marketplace SLAs

Let's take a look at the SLA metrics, based on which Fynd can decide whether the store should be created, removed from the system.

Marketplace store performance and metrics.​

  1. Rejection Percentage with reasons (rejection should be less than 2%)
    1. Week-wise
    2. Month-wise
  2. Ageing - Time taken from Order creation till dispatch. This willl be different for different markerplaces. (depends on the agreement between brand and marketplace)
    1. First action Ageing (Time taken to confirm/reject)
    2. Placed/reassigned to Dispatch
    3. Within SLA (should not be breached)
    4. SLA Breached
  3. SLA breach Percentage
  4. Seller Cancellations
  5. Success % of overall orders (total placed - cancellation - RTO - Return)
  6. NSTS % (to validate cancellations)

Rejection Reasons SOP for Stores & Store Support​

  1. Price Mismatch (only if price sync is on) - Raise it Fynd AM
    1. Check with the inventory at Fynd
    2. Check at Brand’s Inventory sheet
  2. Defective Products - Raise it Fynd AM/Brand POC
    1. Inventory needs to be corrected

Stores/Warehouses should confirm the following timelines to meet the SLA

Store/Warehouse ActivityDelivery Partner Responsibility
Orders processed before 11 AMPicked up same day
Orders processed after 11 AMPicked up the next day

Escalations​

If the order is not picked up as per the timelines, the store/ warehouse can raise an escalation through our Order Management System (OMS). Our team will respond and schedule a pickup within 24 to 48 hours.

Before taking action on orders not dispatched within 3 days, we follow the below steps:-

  1. Sending emailer to all the stores whose products are not dispatched for greater than 1 day
  2. We call the stores informing them that the Order processed by the store is not yet dispatched.
  3. Lastly, we follow the escalation Matrix if we don’t get any support from the Store Staff.