Performance Criteria and Penal Actions
noon has outlined the performance standards that partners operating on the Direct Ship model should meet, in order to ensure consistency and quality in the service that we provide to our customers. The following criteria is used to measure partners' operational performance.
1. Cancellation Rate
Cancellation rate is calculated based on the orders rejected by sellers and shipments that are marked ‘lost’ before handover to noon, as a percentage of the total orders with Estimated Shipping Date (ESD) in a given 7-day period.
You are expected to maintain a Cancellation rate of not more than 2.5% for a given 7-day period, failing which, we may take actions including but not limited to stock pulldown (reducing your SKU quantity on noon to zero), offer deactivation, store suspension, store termination among others.
You can track your Cancellation rate on the ‘Account Health & Performance’ tab on your account login.
2. Late Shipment Rate
Late Shipment Rate is based on the Estimated Shipping Date (ESD) of your product, which is calculated by adding your Processing Time (PT) and time allocated by noon Logistics to pick-up the shipment, to the order date (ESD = Order Date + PT + noon pick-up time).
For Sellers operating on Drop-off mode, ESD = Order Date + PT.
Late Shipment Rate are orders handed over after the ESD as a percentage of the total shipped orders within a given 7-day period.
You are expected to maintain a Late Shipment Rate of not more than 3%, failing which, we may take penal actions including but not limited to stock pulldown (reducing your SKU quantity on noon to zero), offer deactivation, store suspension, store termination among others.
You can track your Late Shipment Rate on the ‘Account Health & Performance’ tab on your account login.
You will be notified via email for any penal actions. You can restore your account by emailing us a Plan of Action (PoA) on firstname.lastname@example.org, capturing the following information:
- Self-assessment of what went wrong and why your store has a high Cancellation rate / order processing time.
- A genuine and well-explained course-correction plan outlining how you will address and prevent these issues from recurring in the future.
Please be transparent in your self-assessment and provide us with as much detail as possible in your action plan.
Reach out to email@example.com