ShopSimon™ has established operational metrics that all retailers need to meet or exceed in order to sell on the ShopSimon marketplace. Failure to maintain any of these levels of service may result in ShopSimon suspending retailer until performance improves.
Free Shipping
Retailer agrees to offer and maintain (at its cost) free shipping for standard ground delivery utilizing established common carriers and having a maximum delivery time from its tender to the customer in no more than 7 days.
Packaging
Retailer agrees to not include any return labels or instructions within their product packaging or shipment materials. Retailer agrees that if Retailer includes a packing slip with a shipment that such packing slip will either have ShopSimon branding or no branding at all of Retailer.
Order Acceptance Time
All orders must be accepted or rejected in ShopSimon portal within 8 hours.
Handling Time
Retailer must ship the order with a common carrier within 2 business days of order placement in the portal. Expedited orders must be shipped in 1 business day.
Delivery Time
Free Shipping = 7 days from order placement in the portal.
Expedited = 3 business days from order placement in the portal.
On Time Delivery Rate = Above 95%
Fulfillment
Retailer assumes all liability for any defect, non-delivery, mis-delivery, theft or other act in connection with the shipment, packaging, fulfillment or delivery of products to customer. If a product is lost or damaged in transit, the retailer is responsible for initiating a claim with the carrier.
Cancellation Rate
A key measure of a retailer's operational performance is cancellation rate. A retailer's cancellation rate should not exceed 3%. Failure to meet this standard may result in ShopSimon suspending retailer until performance improves.
Cancel Rate = number of cancelled units / number of units ordered
Refund Time
Retailer has two (2) business days to refund an order item once it is received (delivery confirmation to Retailer’s facility).
Please contact ShopSimon Seller Support if you have any questions or need additional information - sellersupport@shopsimon.com