Supplier Service Level Agreement
1.Application of this Service Level Agreement (“SLA”)
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(i)BA Saturday or Sunday; or
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(ii)A gazetted public holiday in the Suppliers’ state or territory of operation;
2.Overview
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(i)Any failure to meet an obligation or service level performance criteria may have a material adverse impact on the business and operations of involved Dropshipzone Retailers;
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(ii)Such failure shall require Dropshipzone to take any action that it sees fit in relation to a Product and its related enquiries. This may include partial compensation or full refund; and
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(iii)Any cost incurred by Dropshipzone will be set-off against the Supplier’s account or recovered from the Supplier. This includes, without limitation, issuing refunds of any order as well as refunding delivery charges.
3.Supplier Obligations
4.Service Level Performance Criteria
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Criterion |
Actions to be taken |
Time frame |
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Respond to tickets |
The Supplier must respond to all Retailer and Dropshipzone tickets via the Supplier Platform within the stipulated time frame.
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2 business days |
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Close a ticket |
The Supplier must respond and resolve / close all Retailer and Dropshipzone tickets via the Supplier Platform within the stipulated time frame.
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7 business days |
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Dispatch an order |
The Supplier must dispatch to the Customer and provide delivery tracking details to the Platform within the stipulated time frame. The Supplier must be able to provide proof of shipping if required. Examples of proof of shipping include:
The Supplier must not provide an “Authority to Leave” without the Retailer’s consent. If Products are left without permission and become damaged, lost or having missing parts, the Supplier is
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2 business days |
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Reject an order |
In the event a Supplier decides to reject an order (including because the relevant Product is out of stock, or because the Product is unable to be delivered to the Customer’s address), the Supplier must within the stipulated time frame:
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2 business days |
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Reject Retailer cancellation request / change of mind return |
The Supplier may choose to reject a Retailer’s cancellation request. In the event the Supplier rejects a cancellation request, the Supplier must (within the stipulated time frame) notify the Retailer of the decision. Notwithstanding the above, Suppliers must comply with any returns or change of mind policies they have listed in their Supplier Terms.
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2 business days from the Retailer’s cancellation request. |
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Accept Retailer cancellation request / change of mind return |
The Supplier may choose to accept a Retailer’s cancellation request or change of mind once an order has been placed. The Supplier must accept the cancellation request or change of mind if it is required by the Supplier Terms and Conditions, or applicable law, to do so. In the event the Supplier accepts a cancellation request or change of mind return, the Supplier must within the stipulated time frame:
The Supplier must provide Dropshipzone with full details including breakdown of any deduction from the refund amount such as original shipping cost and/or restocking fee. Notwithstanding anything to the contrary, Dropshipzone expects Suppliers to comply with any returns or change of mind policies they have listed in their Supplier Terms.
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2 business days from the Retailer’s cancellation request |
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Missing parts (available) |
The Supplier must dispatch missing parts and provide delivery tracking details to the Retailer within the stipulated time frame. Please see “Missing parts (not available)” below if the missing parts cannot be dispatched within the stipulated time frame. Dropshipzone may in its sole and absolute discretion issue a refund to the Retailer if the Supplier fails to dispatch missing parts within the stipulated time frame. Note: The Supplier is responsible for all shipping costs incurred as a result of missing parts. In the event that the Supplier dispatches the incorrect missing parts, the Supplier must comply with the process in “Missing parts (not available)” below.
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10 business days from being notified of missing parts from the Retailer |
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Missing parts (not available) |
If the Supplier is unable to provide missing parts within the stipulated time frame under “Missing parts (available)”, the Supplier is required to notify the Retailer within the stipulated time frame with an expected time of arrival (“ETA”) for the missing parts. The Retailer may then decide to, at their election to:
In the event a Retailer requests a full refund, the Supplier is obliged to provide a full refund. These options must be given to the Retailer, however, the Supplier is also permitted to also offer alternative remedies including providing compensation for the Customer to keep the products and source their own missing parts with the Retailer acting as the agent on behalf of the Customer. Note: The Supplier is responsible for all shipping costs incurred as a result of missing parts.
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2 business days from being notified of missing parts from the Retailer |
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Products that don’t match description or incorrect Products received |
In the event that the Customer receives the incorrect Products or the Products don’t match their description, the Supplier must provide one of the following remedies to the Retailer within the stipulated time frame (at the election of the Retailer):
In the event the Supplier fails to provide one of the above remedies, Dropshipzone may on behalf of the Supplier, in its sole and absolute discretion (but subject to any obligations arising under Australian Consumer Law), arrange the return of the incorrect Products with the Retailer at no cost and refund the Retailer on behalf of the Supplier. The Supplier is responsible for arranging the collection or return of the incorrect Products with the Retailer at the Supplier’s cost, in accordance with and subject to the provisions of Australian Consumer Law.
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10 business days from being notified by the Retailer |
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Faulty Products & Warranty Claims |
The Supplier is required to comply with Australian Consumer Law at all times. Without limiting consumer rights which apply under the Australian Consumer Law, in the event that there is a major failure with a Product, the Retailer is entitled at their sole and absolute discretion, to reject the Product and ask for a refund or replacement, or ask for compensation for any drop in value of the Product. In the event that there is a minor failure with a Product, the Supplier can choose between a repair, replacement or refund. The Supplier is required to provide a remedy for Product faults within the stipulated time frame. The Supplier is taken to have provided one of the remedies within the stipulated time frame if:
Subject to the Supplier’s obligations under the Australian Consumer Law, the Customer is responsible for returning the Product to an Australian postal address if it can be posted or easily returned. The Supplier must reimburse the Retailer for reasonable postage, packaging and/or transportation costs if the Product(s) are confirmed to be faulty. If the Product(s) are too large, too heavy or too difficult to remove, the Supplier is responsible for arranging, at their cost, the return and collection of the faulty Products. The Supplier may also be required to compensate the Retailer/Customer for any consequential costs incurred due to faulty Product(s). This includes, but is not limited to, cost of packing material, cost to remove installed items (e.g. air-conditioning unit), and/or cost of disposing of faulty Product(s).
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10 business days from being notified of the fault or damage from the Retailer |
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Lost in transit (LIT) |
The Supplier must lodge an investigation with the courier provider for all Products reported as undelivered. This must be lodged with the courier provider within 2 business days from the date the User reported the undelivered Products. Irrespective of the courier provider’s investigation time frame, the Supplier must be able to provide the Retailer, within the stipulated time frame, one of the following (at the election of the Retailer):
The Supplier must be able to provide “Proof of Delivery” on request. If Products are lost in transit, and the Supplier is unable to provide Proof of Delivery, then the Supplier is liable.
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10 business days from the date the Retailer reported the Products undelivered. |
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Returned to sender (RTS) |
In the event a dispatched Product is “returned to sender”, the Supplier must lodge an investigation with the courier provider within the stipulated time frame. Note: if the investigation concludes that the Products were returned due to:
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2 business days from receiving the returned Product(s). |
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Additional freight |
If additional shipping costs are required to be paid, the Supplier must issue an invoice for additional shipping costs via the Supplier Platform within the stipulated time frame.
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1 business day |
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Escalations |
If the Retailer is unable to reach a reasonable resolution with the Supplier via the Retailer Portal, the Retailer can escalate this matter to Dropshipzone for review. Dropshipzone will use all reasonable endeavours to assist the Supplier and the Retailer in resolving the problem. This includes, but is not limited to escalations raised by the Retailer via a:
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10 business days from being notified by Dropshipzone |
You can find a downloadable version of this agreement here.
