Baby Bunting Marketplace - Service Level and Customer Policy

Created by Hitesh Mehta, Modified on Thu, 22 Jun, 2023 at 3:02 PM by Hitesh Mehta

Baby Bunting Marketplace - Service Level and Customer Policy

This Service Level and Customer Policy is a Marketplace Policy. Each Seller must comply with the requirements of this Service Level and Customer Policy.

1. Handling customer complaints

1.1) As a seller on the Baby Bunting Marketplace, your returns and refunds policies and procedures must comply with applicable laws, including the Australian Consumer Law, and any customer service policies or requirements we communicate to you.

1.2) You must make your returns and refunds policies available to customers via the Listing for your Goods.

1.3) If a customer seeks to raise a query or complaint regarding one of your orders, they will raise that query or complaint directly with Baby Bunting’s Customer Care team, and Baby Bunting’s Customer Care team with then liaise with you to resolve the query or complaint. You must resolve the incident in accordance with the law, your policies and any of our policies or requirements we communicate to you. Depending on the nature of the complaint, any pending payment for the Goods which are the subject of the Incident may be put on hold until the Incident is resolved. Baby Bunting will use reasonable endeavours to assist you and the relevant customer in resolving the query or complaint.

1.4) You are responsible for acceptance and processing of returns, and arrangement or replacement or repairs or payment of refunds where applicable. Baby Bunting does not bear risk or responsibility for any arrangements made by you in relation to the return of goods or your handling of complaints.

2. Service Levels

2.1) You agree that you will ensure that Goods are not delivered to a customer’s delivery address and left unattended without the customer first providing consent for the Goods to be left.

2.2) You must meet the following service levels in relation while you are registered on the Baby Bunting Marketplace (or if you have ceased to be registered, in respect of sales of Goods made while you were registered):

Requirement	Service Level
Order Acceptance Rate	> 95% of orders received in a calendar month
Order Rejection requirements	When a Seller decides to reject an order, the Seller must, within 1 Business Day of rejecting the order: issue a refund to the customer notify Baby Bunting Customer Care that the order has been rejected and the customer refunded
Timing of Acceptance of an order:	Within 1 Business Day of the Order Placement Date for 95% of orders in a calendar month.
Timing of Dispatch of an order:	Within 2 Business Days of the Order Placement Date for 95% of orders in a calendar month.
Order Dispatch requirements:	Sellers must provide a tracking number and upload it to the Platform, for each order shipments
Incident Rate	< 15% in each calendar month. (Calculated as the number of order lines with at least one incident divided by the total number of accepted order lines.)
Refund Rate	< 15% in each calendar month. (Calculated as the number of order lines with at least one refund divided by the total number of accepted order lines)
Timing of Acceptance or Rejection of Return Request:	Within 2 Business Days of the Return Request Date.
Return Acceptance requirements	The Seller must accept the Return Request if it is required by the Seller Participation Agreement, or applicable law, to do so. If the Seller accepts a Return Request, within 2 Business Days of the Return Request, the Seller must notify Baby Bunting Customer Care that the Return Request is accepted and inform them of any costs or requirements associated with the return, for example the condition the order must be returned in, which party is responsible for shipping costs (if applicable), restocking fees, other costs to be deducted, and when a refund will be issued. If a Seller chooses to reject a customer’s return request, the Seller must notify Baby Bunting Customer Care of their decision to reject the return within 2 business days of the Return Request. Notwithstanding the above, a Seller must comply with any returns or change of mind policies they have listed on the Baby Bunting Marketplace as part of offering a Good for sale.
Timing of Return Processing:	Within 2 Business Days of receiving a return shipment.
Timing of Email Responses:	Within 1 Business Day of email being sent by Baby Bunting Customer Care.
Missing Parts:	The Seller must dispatch missing parts and provide delivery tracking details to the customer within 5 Business Days of being notified about the missing parts by Baby Bunting Customer Care. Baby Bunting may in its sole and absolute discretion issue a refund to the customer if the Seller fails to dispatch missing parts within the stipulated timeframe. The Seller is responsible for all shipping costs incurred as a result of missing parts. If the Seller is unable to provide missing parts within 5 business days, the Seller is required to notify Baby Bunting Customer Care with an ETA for the missing parts within 2 Business Days of being notified about the missing parts by Baby Bunting Customer Care. The customer may then decide to, at their discretion: ● wait for delivery of the missing parts; or ● request a full refund. In the event the customer requests a full refund, the Seller is obliged to provide a full refund. These options must be given to the customer, however, the Seller is also permitted to also offer alternative remedies including providing compensation for the customer to keep the Products and source their own missing parts.
Incorrect Products sent:	If the customer receives the incorrect product, or the products received don’t match their description, the Seller must provide one of the following remedies to the customer within the 5 Business Days of being notified of the issue by Baby Bunting Customer Care: replace the products with the correct products at no additional cost; or a full refund. The Seller is taken to have provided one of the remedies if: in the case of replacing the product. the Seller dispatches the replacement product and provides the delivery tracking to the customer or Baby Bunting Customer Care; or in the case of providing a full refund, the Seller issues a full refund to the customer If the Seller fails to provide one of the above remedies, Baby Bunting may on behalf of the Seller, in its sole and absolute discretion (but subject to any obligations arising under the Australian Consumer Law), arrange the return of the incorrect products with the customer at no cost and refund the customer on behalf of the Seller. The Seller is responsible for arranging the collection or return of the incorrect products with the customer (either directly or via Baby Bunting Customer Care) at the Seller’s cost, in accordance with and subject to the provisions of the Australian Consumer Law

The following definitions apply:

“Order Placement Date” means the date and time on which the customer placed the order on the Baby Bunting Marketplace.

"Return Processing” means the process by which a seller either processes a customer refund, or notifies Baby Bunting that a refund will not be processed, after receiving a return shipment

“Return Request” means a customer’s contact to Baby Bunting Customer Care notifying us that they wish to return a product.

“Return Request Date” means the date and time on which Baby Bunting Customer Care notifies the Seller that the customer has requested a product return.

“Return Receipt Date” means the date that the Seller receives a customer’s return shipment, as defined by tracking data.

“Incident” means a customer complaint or query in relation to an order that requires resolution by the Seller as measured by our internal processes and excludes any queries of a general nature

“Incident Rate” means the number of incidents as a percentage of total order.