Configure Seller Performance SLAs

Operators can set service level agreement (SLA) targets and track seller performance against them.

These configurable settings represent the number of days a seller must dispatch all items in an order by. If a seller does not dispatch all items in their order within this time, they will be in breach of the SLA.

Set marketplace SLAs

1. Sign in to the Operator portal.
2. Go to the Seller Settings (Member Settings) page: 
   1. Go to Sellers > Seller Performance in the left nav bar and select the SLA Configuration button.
      OR
   2. Go to Configuration > Seller Settings (Member Settings) in the left nav bar.
3. Go to the Seller Service Level Agreement (SLA) settings section.
4. Set the number of days for the Days to fulfil order setting.
5. 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. 

1. Sign in to the Operator portal.
2. Go to Sellers > Manage Sellers.
3. Search for the seller in the search bar or navigate to the seller in the table.
4. Click the edit button next to the seller’s name under the Account Name column.
5. Go to the Account Features section.
6. Set the number of days for the Days to fulfil order setting. 
7. Scroll down to the bottom and click Update Account.