Service Level Agreements

ShippingTree will target achieving the following key performance indicators (collectively, the “SLAs”) for its Merchants’ accounts:

READY TIME CONFORMANCE

Target: ShippingTree will have outbound orders of in-stock inventory picked and ready to be shipped out pursuant to the following guidelines:

• B2C parcel outbound orders (excluding the Exception Orders):
  • 80% by close of the same business day that the order is received by ShippingTree’s WMS.
  • 99% by close of the first business day following the business day that the order is received by ShippingTree’s WMS.
• B2B outbound orders (excluding the Exception Orders):
  • 80% within three business days following the business day that the order is received by ShippingTree’s WMS.
  • 99% within four business days following the business day that the order is received by ShippingTree’s WMS.
• An order received by ShippingTree’s WMS after 12:00 p.m. facility local time on a business day or any time on a non-business day will be treated as if it were received the following business day. An order is not considered received by the WMS until the Merchant’s remorse period has expired.
• The following (collectively, the “Exception Orders”) will be fulfilled within commercially reasonable periods of time: international orders; orders for which the Merchant has been advised that applicable merchandise is on backorder or otherwise subject to a delay; orders that require customization, exception management (e.g., address correction), or any other value-added service; less-than-truckload and truckload orders that will not be picked up by the transportation carrier until a later time than the proposed service level agreements above; large and complex B2B orders; and/or those orders which Merchant asks ShippingTree to deprioritize.
• ShippingTree will do its best to ensure carriers pickup and deliver promptly. However, we have limited ability to control their performance other than vigorously following up and providing alternative carrier solutions. We appreciate your patience in the event of carrier missteps.

ORDER ACCURACY

Target: 99.5% of outbound orders ship without verified order errors.

• “Order errors” are orders that contain over shipped, under shipped, or have the wrong products. Order errors will be identified and reported by Merchant and presented to ShippingTree for research and verification.
  • Order errors must be reported by Merchant within 30 days of the date of shipment to qualify.

DOCK TO STOCK

Target: 95% of inbounds received systematically by close of the third business day following the business day that the order arrives at ShippingTree.

• Inbound receipts must have ASNs that are compliant per this guide.
• Non-compliant ASNs:
  • Must have an ASN properly created for receiving to begin.
  • Will take additional time.
• An inbound that arrives at ShippingTree after 12:00 p.m. facility local time on a business day or any time on a non-business day will be treated as if it were received the following business day.

RETURNS

Target: 95% of returns processed systematically by close of the fourth business day following the business day that the order arrives at ShippingTree.

• When you create and process a return, an ASN will simultaneously be created to receive the item(s).
• A return that arrives at ShippingTree after 12:00 p.m. facility local time on a business day or any time on a non-business day will be treated as if it were received the following business day.
• Complex returns and customer communication issues may create additional delays.

PROJECTS & VALUE ADDED SERVICES (VAS)

Target: determined on a per-project basis.

• Work with the ShippingTree team at support@shippingtree.co to determine the SLA for your project.

GENERAL

With the objective of true partnership, we ask our Merchants to play their part in meeting SLAs. Merchants are expected to provide a rolling monthly forecast of anticipated inbound receipts, sales orders and units per order that ShippingTree will manage (the “Monthly Forecast”). Merchants are expected to provide ShippingTree such Monthly Forecast with reasonable advance notice, and in any event no less than five (5) days prior to the applicable period beginning. Merchants should make a good faith effort to notify ShippingTree of any variances in forecasted projections (regardless of whether such variance is an increase or decrease from the forecast) that are equal to or greater than fifteen percent (15%) with at least seventy-two (72) hours’ prior notice. We expect Merchants to use reasonable efforts to provide ShippingTree with no less than thirty (30) days prior written notice of any special promotions, flash sales, etc. that call for an increase in average daily volume of greater than 15%. This paragraph shall collectively be referred to as the “Forecasting Requirement.”

The above SLAs may be impacted if exceptions occur (e.g., product is not barcoded) or if a Merchant does not comply with the Forecasting Requirement.

Between November 1 and December 31, ShippingTree will be provided an additional business day beyond our standard SLAs to fulfill, receive, and process orders to account for the peak season. On the business day following a national holiday, SLAs will not apply to provide ShipipngTree’s team members a grace period to catchup.

The SLAs will be adjusted to the extent they would otherwise include non-business days (e.g., non-work weekend days, holidays, etc.) as part of the time measurements.