We strive to provide an exceptional customer experience throughout the Complex marketplace. To maintain a consistent and positive experience, Complex evaluates brands performance based on the following criteria:
1) Transparency and accountability in relation to handling and fulfillment performance across the Complex marketplace.
2) Transparency and accountability in brand responsiveness related to customer inquiries and fulfillment.
To monitor performance in these areas, we use Service Level Agreements (SLAs) to evaluate your performance. Ensuring healthy metrics in the areas below will ensure your account remains in good standing:
Brand Service Level Agreements (SLAs)
Service Level Agreements will be monitored on a 30-day rolling basis by the Complex team. If you have questions on calculations or how we monitor SLAs, please reach out to brandsupport@complex.com.
________________________________________________________________________________________
| Contact response time | SLA: Escalated customer service inquiries are to be responded to within one (1) business day (Monday to Friday, excluding weekends and bank holidays). |
| On-time shipment rate |
SLA: You must maintain an on-time shipment rate of at least 95% How it's calculated: On-time shipment rate is determined by calculating the proportion of orders placed during the evaluation period (rolling 30 days) that reached fulfilled status before the SLA Cut-Off Time. |
| Pre-fulfillment cancel rate |
SLA: Less than 3% of pre-fulfillment orders shall be canceled regardless of reason within a rolling 30 day period. How it's calculated: Pre-fulfillment cancellations are initiated by the seller prior to fulfillment. It is calculated based upon the number of pre-fulfillment cancellations divided by the total number of pre-fulfillment orders within a rolling 30 day period. |
________________________________________________________________________________________
Certain products may qualify for exceptions to established SLAs if discussed and agreed upon in advance. Please email brandsupport@complex.com to determine if a product qualifies.
Maintaining Good Standing
SLA metrics are used to calculate your account standing on the Complex marketplace.
To ensure compliance within our SLAs, we recommend prioritizing the following:
- Keep inventory levels accurate and up-to-date to avoid pre-fulfillment cancellations.
- Monitor the progress of all orders promptly and notify us of delays.
- List products with accurate titles, descriptions, images sizing and condition.
- If you plan to be inactive, out-of-office, or unable to manage your account for any period, unpublish products to avoid any orders coming through to your store.
- Respond to escalated customer service inquiries within 1 business day.
Monitoring
We monitor SLAs on a 30 day rolling basis. If you have questions regarding our SLAs, please email brandsupport@complex.com.