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Service Level Requirements and Metrics

Performance Targets

All Selling Partners that provide Ship-to-Store Services should maintain the following performance targets. Failure to meet these targets might negatively affect your account, might impact the number of jobs assigned to you and can result in the suspension of your selling privileges.

Note: These are baseline goals. Providers with exemplary performance have the opportunity to earn more jobs on Amazon by distinguishing their performance.

Provider Cancellation Rate (Goal: 5% or less)

Reflects the percentage of orders cancelled by a provider. When calculating this rate, Amazon considers all order cancellations initiated by the provider for any reason. Orders that are cancelled by the customer directly or through Amazon Customer Service, for issues not related to the provider, are not included.

Provider Reschedule Rate (Goal: 10% or less)

Reflects the percentage of orders rescheduled by a provider in which a change in schedule was not a customer request or a related product delivery issue.

Late Start Rate (Goal: 10% or less)

Reflects the percentage of completed orders where the technician-initiated appointments begin outside of the designated arrival window.

Late Completion Rate (Goal: 2% or less)

Reflects the percentage of your orders that are marked as “Completed” any time past midnight of the appointment date.

Negative Feedback Rate (Goal: 5% or less)

Reflects the percentage of Customer-rated orders receiving a 1 or 2-star rating.

Customer Feedback Rating (Goal: 4.7 stars or more)

Reflects the average customer star rating received on a completed order. You can review your latest customer feedback from the Performance menu in Seller Central at any time.

Happiness Guarantee Claim Rate (Goal: 1% or less)

Reflects the percentage of completed orders that suffer from an approved Happiness Guarantee Claim file by the customer.

Perfect Service Order Percentage (Goal: 95% or more)

Reflects the percentage of completed or cancelled orders that were fulfilled without any defect (for example, a reschedule).

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