1. The Service Level Policy lays out the performance metrics by which You measure Services and provided with the remedies/options if any when agreed-on service levels are not achieved in accordance with the terms hereof. Terms used in caps and not defined herewith shall have the same meaning as assigned to them in the Terms of Services.

  2. Service Level Objectives
    Below are the performance metrics that are targeted to be achieved in a Particular Year (interchangeably used as “period”) by Eshopbox under this Policy.

    - Order Fulfillment Accuracy should be greater than 99% ;
    - On-Time Order Processing should be higher than 98% ;
    - Order Fulfillment Rate should be higher than 99.8% ;
    - Inventory Accuracy should be higher than 99.65%.

  3. Order Fulfilment Accuracy (OFA)
    3.1 The OFA is the indicator to ensure the shipment of the right Inventory as per the orders. To calculate the OFA, the total number of orders shipped with no error in a period should be divided by the total number of orders shipped in the same period. The resulting percentage will reflect the OFA for You.

    The mathematical formulae for the calculation of OFA are as follows:
    OFA = (Number of orders shipped without an error / Total number of orders shipped)*100

    For example, there is a fulfilment error in 5 orders in a period, and there are 2000 orders shipped during the same period. The OFA accuracy is (1995/2000)*100 = 99.75% for that period.

    3.2 Below are the incidents that Eshopbox consider as an error to determine the OFA:

    - Incorrect item: An incident is considered an ‘incorrect item error’ if both of the below conditions are met:
    (i) The shipment includes the item that is not present in the order; and
    (ii) The shipment does not include the items which are present in the order. For example, for an order of a t-shirt with a small size, Eshopbox included a t-shirt with size: medium in the shipment.

    - Item missing: An incident is considered any item that is a missing error if an item that is present in the order is not included in the shipment. For example, for an order of 3 t-shirts, Eshopbox included two t-shirts in the shipment.

    - Extra item: An incident is considered an extra item error if an item that is not present in the order is included in the shipment. For example, for an order of 1 t-shirt, Eshopbox included two t-shirts in the shipment.

    - Packaging errors: An incident is considered an item mismatch error if both of the below conditions are met.
    (i) Incorrect entry of weights or dimensions, leading to a higher price.
    (ii) The packaging material used with shipment differs from the mentioned, order along with the order leading to a higher price.

    3.3 Below are some incidents that may look like an order fulfilment error but are not considered an error.

    - You have received a complaint about the incorrect item in the shipment, but
    (i) You incorrectly configured the ordered product in Your Eshopbox workspace;
    (ii) You or Your suppliers improperly label inventory included in the order;
    (iii) You had requested modification in the order after submission to the Eshopbox fulfilment center.

    - You have received a complaint about the missing item in the shipment. But, the item is not available in Inventory (“Sellable”) at the time of order processing.

    - Eshopbox may use a different packaging material in the order if the one mentioned along with the order is not in stock.

    3.4 Reporting an incident of error in OFA
    You can report an incident 30 days from the order shipped date. Eshopbox may ask for additional information to verify if the incident is an order fulfilment error. The verification may take 15 days from the day You have submitted all the information along with the incident.

    3.5 Remedy For order fulfilment errors
    Incidents that Eshopbox may verify to be an order fulfilment error (OFE) will be used to determine the order fulfilment accuracy of a quarter. If Eshopbox does meet the Service level objective for the quarter, You will be eligible to receive the SLA credits as described below:

    - Incorrect item: Eshopbox will issue an SLA credit of INR 75 per 500 grams of the combined weight of wrongly-shipped items in an order. Eshopbox cap the SLA credit amount at INR 500 per instance. In case the item is lost or damaged, remedy for the same is governed as per the 6.3 of this Policy.

    - Missing item: Eshopbox will issue an SLA credit of INR 50 per 500 grams of the combined weight of items missing from the shipment. Eshopbox cap the SLA credit amount at INR 250 per instance.

    - Extra item: Eshopbox will issue an SLA credit of INR 75 per 500 grams of the combined weight of additional items in an order. Eshopbox cap SLA credit amount at INR 500 per instance. In case the item is lost or damaged, remedy for the same is governed as per the 6.3 of this Policy.

    - Packaging errors: Eshopbox will issue an SLA credit of INR 50 per 500 grams of the difference between the incorrect weight and actual weight of packaging assigned to the order. Eshopbox cap the SLA credits amount at INR 500 per instance.

  4. On-Time Order Processing (OTOP)
    4.1 OTOP is the measure of the percentage of orders marked as ready to ship before the Cut-Off Processing Time (CPT) assigned to the order.
    To calculate the on-time order processing, divide the number of orders marked as ready to ship before Cut off processing time in a period by the total number of orders created in the same period. The resulting percentage is Your on-time order processing.

    The mathematical formulae for the calculation of OFA are as follows:
    OTOP = (Number of orders made ready to ship before CPT / Total number of orders received)*100

    For example, it is identified that there is a delay in order processing in 20 orders in a period, and there are 2000 orders created during the same period, then OTOP is (1980/2000)*100 = 99.75% for that period.

    4.2 Exclusions
    The following events/orders will not be considered as delays in order processing:

    - At the time of order processing, documents like invoices and shipping labels are not available. This may happen when:
    (i) You have not assigned a shipping provider to Your order, or, You haven’t configured shipping rules applicable for the order. Eshopbox couldn’t make the order ready to ship;
    (ii) failure of any third-party system (e.g., Shipping provider, sales channel) outside of Eshopbox’s direct control that results in Eshopbox inability to fetch documents.

    - You had requested modification in the order after submission to the Eshopbox fulfilment center. Eshopbox will not consider such an order for calculating on-time order processing metrics.

    - The products in the order require special handling or oversized packaging.

    - The order includes more than 50 items.

    - The order is ready to ship, but the shipping provider does not pick up it.

    4.3 Remedy for the delay in order processing
    Eshopbox calculates on-time order processing metrics for Your workspace, quarterly. If Eshopbox doesn’t meet the Service level objective for the quarter, You will be eligible to receive the SLA credits as described below:

    - Delay in order processing: Eshopbox issues SLA credits of an amount equal to fixed fees charged on that order.

  5. Order Fufilment Rate (OFR)
    5.1 To calculate the OFR, subtract the orders cancelled because of the Eshopbox error from the total number of orders shipped in a period and divide by the total number of orders shipped in the same period. The resulting percentage is Your OFR.

    The mathematical formulae for the calculation of OFA are as follows:
    OFR = { (Total orders shipped - orders cancelled because of Eshopbox error)/ Total number of order shipped}*100

    For example, it is identified that five orders are cancelled because of an Eshopbox error in a period, and Eshopbox shipped 10,000 units for Your workspace in the same period. The OFR is (9995/10000)*100 = 99.95% for that period.

    5.2 Below are the incidents that Eshopbox consider as an error to determine the OFR:

    - Delay in processing: An order cancellation incident is considered a delay in processing if the following conditions are met:
    (i) Eshopbox cannot make the order ready to ship before the auto-cancellation date.
    (ii) None of the exclusion conditions are met as defined for Service- “On-Time Order Processing.”

    - Item not found: An order cancellation incident is considered an Item not found when all the below conditions are met:
    (i) If there is Inventory available (in “Sellable” status) of the product in Eshopbox records;
    (ii) The order gets cancelled because Eshopbox cannot find the Inventory to process the order; and
    (iii) None of the exclusion conditions are met as defined for service- “Inventory Accuracy.”

    5.3 Remedy for the Order Cancellation
    Eshopbox calculates order fulfilment metrics for Your workspace quarterly. If Eshopbox does meet the Service Level Objective for the quarter, You will be eligible to receive the SLA credits as described below:

    - Order cancellation: Eshopbox will issue SLA credits of an amount equal to INR 250 or 20% of the Invoice value, whichever is higher. Eshopbox caps the SLA credit at INR 500 per order cancellation instance.

  6. Inventory Accuracy
    6.1 To calculate inventory accuracy, the following should be applied for:
    Subtract the lost Inventory from the total number of inventories received in a period and divide by the total number of inventories received in the same period. The resulting percentage is Your inventory accuracy.

    The mathematical formulae for the calculation of OFA are as follows:
    Inventory Accuracy = {(Total number of inventory - Lost inventory) / Total number of inventories}*100

    For example, it is identified 5 (five) units are lost in a period, and Eshopbox received 10000 units for Your workspace in the same period - The inventory accuracy is (9995/10000)*100 = 99.95% for that period.

    Below are the incidents that lead to lost Inventory to determine inventory accuracy.

    6.2 Damage/Loss during Storage: Inventory is considered as lost during storage if any of the below conditions:

    - Eshopbox has marked the item as “Missing from location” during the continuous cycle count, and the “Missing from location” item has been missing for 30 consecutive days. In the case of Eshopbox find the Inventory before 30 days, it will not be considered as a lost inventory.

    - Eshopbox has marked the item as “damaged by Eshopbox” during the continuous cycle count.

    - You performed an audit on your Inventory lying in the Eshopbox fulfilment center; and
    (i) the number of units scanned during an audit is less than the unit present in Eshopbox records. The difference should be greater than 0.2% of the current Inventory. If it is less, it will be an audit error and not considered as a loss;
    (ii) damaged or defective units are found during the audit, and such units are marked as “Sellable” in Eshopbox records.

    6.3 Inventory improperly labelled by You or incorrectly configured in Your Eshopbox workspace will not qualify for Inventory lost or damaged during storage error. For example, if a fragile unit is damaged under Eshopbox control and it is not configured as fragile in the Eshopbox workspace - it will not be considered for lost Inventory.

    6.4 Receiving error
    (i) Inventory is considered as lost due to receiving error if any of the conditions as mentioned below are met:
    - If it is determined that units received are less than the consignment quantity.
    - Eshopbox failed to report such a shortage before marking the consignment as complete.
    - You follow the packaging and delivery guidelines of the inward consignment.

    (ii) Any unexpected units received as part of inward consignment doesn’t qualify for receiving an error for determining lost Inventory.

    6.5 Error in order processing
    Inventory is considered as lost because of error in order processing if all the below conditions me:

    - It is determined that Eshopbox have included an item in the shipment that is not present in the order;

    - Such an item is lost or damaged in transit;

    - You have reported an incident along with the necessary information within 30 days of shipping order, and Eshopbox verifies that the incident is an order fulfilment error.

    6.6 Error in return processing
    Inventory is considered as lost because of an error in return processing if all conditions as mentioned below are met:

    - Items received in return are less than the quantity mentioned while creating returns in Your Eshopbox workspace. Eshopbox fails to report such a shortage before marking the return as complete.

    - Item received in return is damaged, and Eshopbox fails to report such damage before marking the return as complete.

    - Item received in return differs from the product mentioned while You create returns in Your workspace. Eshopbox fails to report such damage before marking the return as complete.

    - You have reported an incident along with the necessary information within 30 days of marking the return as complete, and Eshopbox verifies that the incident is a return processing error.

    6.7 Error in processing recall consignment
    Inventory is considered as lost because of error in processing in recall consignment if all the below conditions are met:

    - You have received a damaged or defective unit against recall consignment of sellable Inventory; or, a unit is missing from the recall consignment.

    - Eshopbox is not able to provide a replacement for the damaged/missing unit.

    - You have reported an incident along with the necessary information within seven days of receiving the recall consignment. Eshopbox verifies that the incident is an error in processing recall consignment.

    6.8 Please note you may receive damaged or defective units for recall consignment containing Non-sellable Inventory. Eshopbox will not consider such units as lost.

    6.9 Remedy for inventory accuracy errors
    All the Inventory lost errors will be used to determine inventory accuracy for Your workspace yearly. If Eshopbox does not meet the Service Level Objective for the year, You will be eligible to receive the SLA credits as described below:

    - Inventory Lost: Eshopbox will issue SLA credit worth 20% of the product MRP of the lost product. Eshopbox caps the SLA credit at INR 2000 per item lost.

  7. General Exclusions

    7.1 The following are general exclusions for all services covered under the Service Level Policy:

    - Error caused by factors outside Eshopbox control, including, but not limited to, the following:
    (i) Acts of God, riots;
    (ii) Civil commotions;
    (iii) Strikes or other labor disputes;
    (iv) Natural disasters, weather phenomena;
    (v) Pandemics, epidemic;
    (vi) Disruptions in air or ground transportation networks

    - Failure or unavailability of any third-party system outside of Eshopbox control.

    - Shipments made during excluded dates. Excluded dates include:
    (i) Fulfillment center holidays
    (ii) “Peak Season” dates. During peak season dates, Eshopbox will endeavour to maintain the shipping service level; however, the service level guaranteed cannot be offered because of unforeseeable spikes in processing volume.

    - During the first 60 days, You store products with Eshopbox;

    - Eshopbox put Your services on hold because of overdue invoices.

    7.2 Apart from the above general exclusions, certain exclusions are mentioned along with service-specific metrics.

  8. SLA Credits
    If Eshopbox does not meet the Service Level Objective, you will be eligible to receive the SLA credits. The following terms apply for SLA credits:

    - To receive any of the SLA Credits described above, You must notify Eshopbox about the deficiency in services within thirty days from the date of error/ deficiency. Eshopbox will investigate and if it is identified as a deficiency; Eshopbox will issue a certificate of fact (COF) for the same within 30 days of your notification of such error or deficiency. SLA credits will be issued to you at the end of the period by collecting all the certificates of facts (COFs) issued and taking into account necessary allowances in service levels.

    - SLA Credits will be made in the form of a monetary credit applied to future use of the Eshopbox Service. You cannot transfer SLA credits to Your bank account.

    - Eshopbox obligation to issue the aggregate maximum number of SLA credits to You which will not exceed 50% of the total amount invoiced to you on account of Eshopbox service fees for a Particular Year.

    - If it is determined that Eshopbox has issued SLA credits to You in error, Eshopbox is authorized to reverse the SLA credits applied to Your workspace. For example, If Eshopbox previously reimbursed You for a lost inventory that is subsequently found, Eshopbox will reverse the SLA credits issued for the lost Inventory.

    - Receiving a service level credit in the past will not waive Eshopbox right to deny a service level credit in the future.

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