The document outlines the process and types of orders in a retail context, detailing single and multiple orders based on customer purchases. It explains the concept of a service level agreement (SLA) which dictates shipping timelines and associated penalties for breaches, including cancellation fees. Additionally, it provides guidance on tracking SLA deadlines and penalties through a seller panel interface.

1. Orders overview
In this module we will discuss :-
1. What is an order ?
2. What are the types of order?
3. What is an SLA ?

2. What is an order?
• When a customer purchases any product from your catalogue, it is termed as an order
• An order may include one or more products
• Each product of an order has item ID
Customer places
order
You receive the order
You acknowledge
the order
You pack the order
Product information is
sent to courier
partner for pick up
Shipped to delivery partner
Customer receives
the product

3. There are two types of orders
Single order
• When customer has purchased only one item
• It has one order id and one item id
Multiple order
• When customer has purchased more than one
item or more than one unit of the same item from
you
• It has a single order id and more than one item
ids

4. What is a service level agreement (SLA)?
A service level agreement (SLA) is your promise to ship your products to your customers within a
certain number of days
You can check your
“days left for shipping”
in seller panel under
orders tab
Try to acknowledge
order within 24 hours
1.
1
Note- If SLA is breached, the order will be cancelled and you will be charged a cancellation fee.

5. Understanding SLA
Order received
Dispatch SLA
Order cancelled by seller
before dispatch deadline
50% of marketplace +
payment gateway
commission is deducted
as penalty
Dispatch deadline breached
Order not “shipped” by
dispatch deadline
100% of marketplace +
payment gateway
commission is deducted
as penalty
1 day grace period
Order “shipped” within
the grace period
50% of penalty levied,
will be reversed
Auto cancelled
Order not “shipped” &
“auto-cancelled” after
grace period
100% of penalty levied at
dispatch deadline
breached stage remains
Note- These charges are exclusive of taxes.

6. How can you track SLA and grace period?
• Dispatch deadline is displayed on orders panel for each order
• You are advised to ship the order before the dispatch deadline

7. How can you track SLA and grace period?
• 1 day before the dispatch deadline, a message of expected penalty is displayed on the orders panel
• You are advised to ship the order before the dispatch deadline

8. How can you track SLA and grace period?
• On the last day of SLA, a message of expected penalty is displayed on the orders panel
• You have to ship the order on or before this day to save the expected penalty

9. How can you track SLA and grace period?
• If order is not shipped till its dispatch deadline then order is auto cancelled
• 100% of marketplace + payment gateway commission is deducted as penalty
• Here you get extra 1 day as grace period, if you ship the order in this grace period then 50% of
penalty levied, will be returned to you
Note- These charges are exclusive of taxes.

10. How can you track SLA and grace period?
• If order is not shipped within the grace period then order will be auto-cancelled
• 100% of penalty levied at dispatch deadline breached stage remains

11. Thanks everyone!
For any query please raise a ticket on support