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