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Flipkart 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.

Procurement SLA​

Procurement SLA is the deadline for the sellers to process the order and mark it as "Ready To Dispatch". The Procurement SLA has to be given along with a product listing to indicate maximum the time it will take for marking an order as "Ready To Dispatch".

Current Procurement SLA​

QG1

Figure 1: Revised SLA

SLA Metrics​

Below is the summary of the SLA metrics that the sellers must abide by to meet the pre-set level of customer satisfaction

Summary:

Seller Cancellations Rate: 0.25%
RTD Breach Rate: 0.5%
Reattempts Rate: 2%
Total Customer Returns Rate - (depends on category)
Weight Anomaly Rate: 5%

For detailed information regarding the policy and the metrics, refer the following document: Seller Performace Metrics

SLA Breach​

SLA breaches can be of two types:

  1. 'Ready to Dispatch' breach: This occurs when you fail to mark the 'Ready for Dispatch' on or before the 'Dispatch by Date'.

  2. Pick-up' breach: If you fail to hand over the shipment to our logistics partner within 3 attempts.

If any order is not marked "Ready To Dispatch" before the Dispatch By date, then it becomes a service level agreement breach or SLA Breach. These orders are marked as "SLA breach". This will negatively impact the seller’s performance. SLA Breach might lead to an order being marked as a seller cancellation if there is a further delay in marking Ready To Dispatch after the violation of the SLA.

Sellers are strictly advised not to mark an order as RTD unless they have completed the earlier seller workflow processes downloading shipping labels and invoices (if applicable) and packaging the product completely.

Effects of SLA Breach​

Apart from impacting their seller performance score, a delay in marking an order as RTD even after SLA breach or multiple pick-up re-attempts will lead to an order being marked as "Cancelled by Seller". This will lead to the corresponding product listing to automatically change to "Out of Stock" on the website for 7 days.

This will adversely impact their sales on the Flipkart Marketplace.


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