Service Level Agreements (SLAs)
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      3. Service Level Agreements (SLAs)

      Order Accuracy Service Leval Agreement (SLA)

      We guarantee that the right item(s) will go to your customers every time.

      ShipCalm guarantees that orders will ship accurately.  This means we have a 100% Order Accuracy SLA.

      An order is considered 100% accurate when the contents (SKUs) are shipped exactly as specified in the ShipCalm WMS.  This includes both the quantity of items shipped as well as the SKU markings on the inventory itself matching what was sent to a customer.

      Accuracy in this context does not include carrier and carrier service specifications.  Please reference the ShipCalm Small Parcel & Freight Policies for carrier and carrier service details.

      When claims of inaccurate shipments are made, ShipCalm may require supporting documentation (pictures, etc) to support the claims.  Often claims of inaccurate shipping can be somewhat subjective.  There are essentially 3 scenarios where an order can be considered "Inaccurate".

      • Incorrect items were shipped
      • Items were shipped short
      • Too many items were shipped
      • The customer received wrong order

      When one of these instances occurs we recommend our customers follow the corrective actions immediately and then a claim is submitted so that compensation can be provided to meet the terms of this guarantee.

      Incorrect Items Shipped

      When a customer believes an order was shipped with the incorrect items, we will ask that you upload supporting documentation.  Specifically, we will ask that the customer provide the barcode markings on the outside of the incorrectly shipped product, along with photos of the product itself.  Because in most instances ShipCalm uses "Scan to verify" at least one time when we pick items as well as potentially a 2nd time when we pack the order.  With this system in place, it's very difficult for ShipCalm to ship incorrect items unless they have the wrong markings on them.


      Corrective Actions Regardless of Cause

      1. An additional "Replacement Order" to be created by the Customer to ship the correct items.  NOTE: This can be done by our support team but know that you are voiding your right to claim any service credits for inaccurate shipments as a result of inaccurate data entry for the replacement order.
      2. An additional "Return Order / RMA" to be created by the customer to ship back the incorrect items.
        NOTE: If the manufacturing cost of the item in question is less than the price of a return shipment label we allow for customers to claim a flat fee on a SKU by SKU basis so that they can tell their customer to keep the incorrect item(s).

      Common Instances for Denied Claim
      • If the barcode on the incorrect product matched the order and ShipCalm did not do the barcoding activity of the product then this is deemed to be a manufacturing defect and as such a claim would be denied.

      • If the order was entered or modified by the ShipCalm team the claim will be denied in the event that data entry was the root cause of the incorrect shipment.  We ask that all orders are entered & modified by our customers to minimize the risk of inaccurate data entry.  Our support team is willing to make adjustments to orders at the request of our customers but know that these requests will void a customer's right to claim any service credits for an inaccurate shipment due to inaccurate data entry.

      Orders Shipped Short

      An order is considered "Short Shipped" when an item is missing from the shipment or an item that was supposed to be shipped with a quantity of 2 or more was shipped with less quantity than ordered.  One of the most channeling things about claims of short shipments is that the business needs to take the customer at their word that the item wasn't received.  ShipCalm defends against this with most shipments by scanning every item at a pack station as it's going into the shipping box.

      Corrective Actions Regardless of Cause

      1. An additional "Replacement Order" is created by the Customer to ship the correct items.  NOTE: This can be done by our support team but know that you are voiding your right to claim any service credits for inaccurate shipments as a result of inaccurate data entry for the replacement order.

      Common Instances for Denied Claim

      • Product packaging was shipped but there was nothing inside of the box signaling a manufacturing defect.  This will be evidenced via customer photos or scan logs provided by the packing station.
      • The product was scanned at the packing station proving that it was shipped
      • An entire carton is claimed to not be received meaning that the carton was likely lost by the carrier or stolen from the customer's front porch.

      Too many items Shipped

      While this is very rare, it can happen.  Most often this can happen when the items are shipped by an inner pack instead of an each, or as a case instead of an inner pack or each.  All inventory is kept at ShipCalm at the "Each" level, however, some manufacturers will print a scannable barcode on the inner pack or case that is the same as the scannable barcode on the each itself.  We DO NOT recommend you have these types of scannable barcodes on your inner packs or cases.  If you do want a scanable barcode on your inner packs or cases we recommend using a unique identifier.  In addition we don't always scan cases and often reply on marking on the outside of the case to try and identify the quantity inside.  If an order comes through for 100 pens, and the marking on the outside of the case say "100 Pack Pens" but it's really 10 packs of 100 pens for a total of 1,000 pens in the case we might end up overshipping that case.  We will often work with our customers to make sure that the markings on the outside of their cases don't cause confusion on the warehouse floor.


      Corrective Actions Regardless of Cause

      • A "Return Order / RMA" to be created by the customer to ship back the incorrect items.
        NOTE: If the manufacturing cost of the item in question is less than the price of a return shipment label we allow for customers to claim a flat fee on a SKU by SKU basis so that they can tell their customer to keep the incorrect item(s).

      Common Instances for Denied Claim
      • The case or inner pack for an item has a scannable barcode that matches the scannable barcode on the "Each" inside of the case or inner pack.

      Service Credits on Approved Claims for Inaccurate Shipments

      When an order has been confirmed to have shipped inaccurately, ShipCalm will provide credits as follows:

      For orders not requiring a replacement order:

      • Original Order Fulfillments Fees
      • Order Fee
      • Picking Fee

      For orders executing a replacement order

      • Replacement Order Fulfillment Fees: 100%
      • Order Fee
      • Picking Fee
      • Replacement Order Freight at the same service level as original: 100%
      • Return Label Cost: 100%
      • Returns processing fees for returned product: 100%