Service Level Agreement

This Service Level Agreement (SLA) sets the performance standards expected of sellers on Spare Chap Chap. Meeting these standards supports buyer trust and helps avoid complaints or reports.

1. Order Acceptance

Confirm or decline new orders promptly, ideally within 24 hours, so buyers are not left waiting.

2. Dispatch Time

Prepare and dispatch accepted orders quickly — typically within 1–2 business days of confirmation.

3. Response Time

Respond to buyer inquiries in a timely and professional manner, ideally within one business day.

4. Accuracy & Stock

Keep listings, pricing, and stock levels accurate. Avoid cancellations caused by out-of-stock items.

5. Performance Metrics

Sellers are measured on:

• Order acceptance rate.
• On-time dispatch and delivery.
• Cancellation rate.
• Buyer complaints and reports.

6. Consequences

Consistently poor performance may reduce a seller's visibility or verified status, and repeated breaches may lead to suspension.