To be successful in multichannel selling, businesses such as yourself need to ensure maximum SLA compliance so that you are not penalised by your marketplaces. Complying with the marketplace SLAs can develop a reliable relationship between brands and marketplaces.

1. G E T Y O U R B R A N D S
P R O M O T E D F O R F R E E
BEATING
MARKETPLACE
SLAs

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To be successful in multichannel eCommerce selling,
remember that expectations and agreement are your
establishments; these, in other words, are known as
service level agreement. Service level agreement is an
agreement between the marketplace and retailers/brands
such as yourself that usually revolves around the
guidelines that brands need to comply while conducting
their online selling operations.
This is not just a contract; this also means the quality of
service, responsibilities, and on time delivery of the
demanded product by the customers or clients. This
agreement is majorly for sellers or service providers, as
and when any of the agreed is not met it becomes the
seller's responsibility to make it right come what may.
Introduction to
SLAs

3. Structure of
SLAs
Any business without an SLA can result in a loss to the
company and also confusions from the buyer.
SLA ensures protection to both online retailers/brands
and marketplaces. Although SLA varies with the type of
product and services being o!ered, the structure of
SLA remains the same:
SLAs ensures protection to both retails
and marketplaces alike.

4. Service o!ered
A detailed description of the service and the provider.
1
Credibility
On time product availability?
2
Responsiveness
How quick can the order be delivered?
3
Complaints and procedure
Contact person if any problems occur? Steps were taken to
avoid any misses, steps to follow up or routine checkups?
4
Performance monitoring
Ways to monitor performance and a spoc to complete
these tasks?
5
Penalties for failure to meet obligations
What repercussions will the seller need to face if fails to
perform as speci!ed?
6
Constraints
In what scenarios will the rules of the service level
agreement be exempted?
7
Although SLA varies with the type of product and
services being o"ered, the structure of SLA
remains the same:

5. Let's take an example. For companies involved in online
selling, usually there are internal departments which have
been assigned tasks by other departments in the same
company. In this case, the department which is performing
the work becomes the provider, and the department who has
asked for the completion of the work becomes the client.
They are reliable in that particular department for support
and query purposes. For such an instance, your company
will hire an employee for the online helpdesk. The
department who is making the use of it will be a!ected by
its performance. The best way to deal with it is performing
service level agreement.
These days, outsourcing business is quite common among all
the business types which help and supports in completing and
expanding their online business activities. For cases wherein,
the online selling gets outsourced, SLAhelps to build the
relationship between the marketplace and the seller.
SLA can help everybody from accounting backgrounds to
logistics services, online business advisors, and freelancers.
Hence whenever the online business is outsourced, SLA can
become bene"ciary for a long and reliable relationship.

6. A Service level agreement can be much
broader than you may think.
A detailed SLA is essential as it helps in
setting boundaries and expectations
between an online retailer/brand and a
marketplace. It also helps in reducing
the disappointment for both the parties
as the promises are de!ned accurately
and precisely, these also contribute to
staying focused on the requirements of
the online marketplace.
SLAs de!ne key performance indicator
for the online marketplace and makes it
easier to understand how they can be
utilized in a quality improvement
process. It also reminds you of the
penalties that are applicable; there is an
advantage of penalties being in place as
it keeps everything on its tab and helps
never miss the deadline.
The Impact of Service
Level Agreement
SLAs are imperative for a long and reliable
relationship between retailers and
marketplaces.

7. Di!erence Between
SLA & Contract
To proceed further, we need to understand
the di!erence between a contract and an
SLA. The signi"cant di!erence is that even
without indicating all the levels of service, a
deal can be "nalized. Wherein, the service
level agreement is an agreement that can
be negotiated with regular tests and
assessments, proper communication and
the adaptation option.
Apart from that, a service level agreement
can also be a part of a contract and can
be included in it. However, a contract is
not a service level agreement. Today, the
most preferred choice of all the online
selling businesses is to have SLA which is
not indeed included in the contract as it
makes it easier for them to revise later on
if it is required.

8. A Service Level Agreement keeps both the
parties on the same page of expectations.
It is the original agreement which brings
further satisfaction. Your competitors may
charge more but won't agree to a service
level agreement. Customers want value for
what they are buying online which means
customers understand the concept of
features and bene!ts.
Bene!ts of SLA
In short, leveraging technology in your
online selling business can not only help
you in managing your selling better, but
also ensures better returns for all your
selling e"orts.
If your turn out to be the pro!t maker
for a particular marketplace, you will
extra bene!ts #oating in from the
marketplace. This means that the seller
will help you more to sell online in their
marketplace, good isn't it? Less capital
spent and more work is done all with
the bene!ts of marketplaces.
Useful SLAs are the heart of success for
a longer term. Lack of experience and
immature experiment with SLAs can
cause severe issues in your online
business. Successful companies choose
to take steps carefully and align their
SLAs with their strategies aligned with
online selling.
Above all, your brand is being promoted
without an extra cost; you do not worry
about shipping, you are always in a win-win
situation when anything good happens
customers tend to look you up on the
internet, and that creates more promotion
for your brand.

9. A Key to
Beating All the SLAs
Just by getting the service level agreement
does not help your online selling business.
Hence it is always advised to keep the
necessary standards and metrics in both
the online and o!ine view so that
compliance of the same can be measured
and ensured time to time. Also, as a brand
you hardly stick to 1 or 2 channels while
selling online which leads us to questions
such as- how do you manage all your
online selling accounts? How will you
monitor all these SLAs and deliver the
requirements of di"erent marketplaces?
The key to beating all the service level
agreements is to have an integrated
system where all your marketplaces can
be managed. An eCommerce
marketplace management system, such
as SelluSeller, can help organization of all
sizes to streamline their eCommerce
operations at one place. When you use a
uni#ed dashboard to manage your all
your eCommerce needs, you gain a
balance of visibility and automation and
this also results in better sales on each
channel you sell on.
The key to beating all SLAs is to have an
integrated system where all marketplaces
can be managed.

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