The base SLA setting represents the number of days a seller must dispatch all items in an order by. Operators can also add dispatch lead days on top of this base threshold for products that need more preparation time.
The base threshold plus any applicable lead days makes up the effective SLA. If a seller does not dispatch all items in their order within the effective SLA, they will be in breach.
Set marketplace SLAs
- Sign in to the Operator portal.
- Go to the Seller Settings (Member Settings) page:
- Go to Sellers > Seller Performance in the left nav bar and select the SLA Configuration button.
OR - Go to Configuration > Seller Settings (Member Settings) in the left nav bar.
- Go to Sellers > Seller Performance in the left nav bar and select the SLA Configuration button.
- Go to the Seller Service Level Agreement (SLA) settings section.
- Set the number of days for the Days to fulfil order setting.
- Scroll down and click Submit.
Set individual seller SLAs
The seller's dispatch time agreement (SLA) overrides the marketplace default SLA, but would still be part of the marketplace stats. For example, if the marketplace SLA is set to 2 days and an individual seller’s SLA is set to 5 days, any delay over 5 days counts as a breach for both the seller and the marketplace.
Learn more about marketplace and seller metrics.
- Sign in to the Operator portal.
- Go to Sellers > Manage Sellers.
- Search for the seller in the search bar or navigate to the seller in the table.
- Click the edit button next to the seller’s name under the Account Name column.
- Go to the Account Features section.
- Set the number of days for the Days to fulfil order setting.
- Scroll down to the bottom and click Update Account.
Enable dispatch lead days
Dispatch lead days must be enabled by Marketplacer for your marketplace before it can be turned on. Once available, an operator activates it:
- Sign in to the Operator portal.
- Go to Configuration > Seller Settings.
- Go to the Seller Service Level Agreement (SLA) settings section.
- Check the Enable dispatch lead days box. This option only appears once Marketplacer has switched on the capability for your marketplace.
Notes:
- Your marketplace also needs a Days to fulfil order value set. Without one, no deadlines are calculated at all, and dispatch lead days have no effect.
- This is an all-or-nothing setting. Leaving it off hides the field from the Seller Portal, drops it from the CSV template, and makes it unavailable through the API — sellers cannot be given access individually.
How dispatch lead days affect the effective SLA
The effective SLA is calculated as:
Effective SLA = base threshold + dispatch lead days
Base threshold comes from one of two levels:
- The individual seller's SLA setting, if one is configured.
- The marketplace SLA setting, if the seller has no individual SLA.
Dispatch lead days come from one of three levels, in this order:
- The variant, if lead days are set there. Sellers set this level.
- The advert, if not set on the variant. Sellers set this level.
- The taxon (category), if not set on the variant or advert. Operators set this level.
There is no seller-level or marketplace-level dispatch lead days setting. If no lead days are set at any level, the effective SLA equals the base threshold.
Note: Dispatch lead days are added on top of the base threshold, not used to replace it.
Set dispatch lead days on a taxon
- Sign in to the Operator portal.
- Go to Categorisation > Categories.
- Search for the category by name, or navigate to it in the table.
- Click the edit icon next to the category.
- Set the number of days in the Dispatch lead days field. (Optional. Leave blank to fall back to the advert or variant level in the cascade.)
- Click Update Category.
Related articles