Measures to optimise your rate

If your value falls below the marketplace target of 100%, please take immediate action to improve your performance. We recommend, for example, that you introduce personnel measures such as stand-in arrangements to cover illness or during periods of leave.

Optimisation measures 

An adjusted seller-related ticket rate of less than 1% is required to increase customer satisfaction. To increase customer satisfaction, we expect you to have a seller-related ticket rate of less than 1%. This can have a positive impact on your future sales. We recommend that you first check which reasons most frequently lead to seller-related tickets in your company, and then take corrective measures. Below you will find suggestions for optimisation measures depending on the ticket reason: 

If a customer’s order does not arrive on time, it is very likely that they will open a ticket with the reason “Delayed delivery” or “Delivery not received”.

When creating or adjusting your delivery windows, please ensure that they cover the period from the customer’s order right up until the actual delivery. The delivery window or delivery time should be accurate. This is the only way we can ensure a satisfactory shopping experience and avoid complaints.

Allow for delays

If there are delays due to external factors, you should factor them into your delivery times. Avoid seller-related tickets by identifying and planning for frequent delays from shipping service providers and suppliers as well as delivery bottlenecks in the market early on.
Independently check the tracking data of your deliveries so that you recognise patterns.
Check the performance of your shipping service provider. Contact them or change to another shipping service provider if you are not satisfied with their performance.

Ensure quick and punctual delivery

Regularly check your stock levels and communicate them to Kaufland Global Marketplace to avoid customers ordering items that are no longer in stock.
Ship your goods as soon as possible after receipt of order and prioritise orders with the shortest time between delivery time and end of delivery window.
Do not mark orders as shipped until they have actually been shipped.
If necessary, select a shipping method with a shorter delivery time (e.g. express delivery).

Enter tracking information

If customers are unable to see the current delivery status, they are more likely to open a ticket with the reason “Delivery delayed” – often even if the expected delivery time has not yet elapsed.

2. Delivery incomplete

Orders that are not complete when they reach customers are also a common reason for opening tickets. These are accordingly marked with the reason “Delivery incomplete”.

You can take the following measures to avoid such tickets:

• Notify customers when orders are delivered in multiple packages.
• Be aware that you can enter several shipment numbers for one order via the Seller Portal or your interface. Use this option to provide customers with information on all partial deliveries in their order.
• Check the affected orders to see if there is a pattern as to which items are affected. If necessary, check the picking of these items.

3. Incorrect delivery

If a customer receives an incorrect item, this usually leads to the opening of a ticket with the reason “Incorrect delivery”.

In such cases, check the affected orders to see if there is a pattern as to which items are affected. This can help to improve the picking of these items or correct errors in the system (e.g. incorrectly saved data).

4. Defect/damage

If there is damage or items do not work properly, customers can open tickets with the reason “Defect/damage”.

In this case, too, you should check the affected orders to see whether any patterns can be identified. Check whether items were damaged during picking or whether they were already faulty when purchased.

If items are regularly damaged, it would be a good idea to reconsider your packaging and to check whether your shipping service provider is responsible for the damages.

5. Invoice

If no invoice is uploaded for a customer’s order, they will most likely open a ticket with the reason “Invoice”.

We recommend uploading the invoice for all orders that do not fall under the “Deemed Supplier” model. This helps to avoid customer enquiries about invoices. Please observe the following instructions:

You find out which deliveries fall under the “deemed supplier” model here:

Check if your interface supports the automated invoice upload with Kaufland Global Marketplace:

Optimisation measures

The following reasons are considered to be seller-related reasons for cancellation:

• Goods not in stock
• Incorrect price provided
• Cancellation by the seller with no reason given
• Incorrect product data
• Goods not received
• No response from the seller
• Delivery delayed

A low seller-related cancellation rate has a positive impact on customer satisfaction. We therefore ask you to take appropriate action should your rate not meet the marketplace requirements:

• Check which reasons most frequently lead to seller-related cancellations and take appropriate measures.
• Regularly check your offers with regard to your prices, stocks and item information.
• You can provide the customer with package tracking via associated logistics companies. This ensures that the customer can see the current delivery status at any time, avoiding customer tickets and cancellations.
• Check and manage your open orders and tickets on a daily basis.