Service Level Agreement

To deliver a constantly high and competitive level of customer experience to customers, BEX has established a series of operational and customer care performance standards expected from all BEX marketplace sellers.

Part 1: Service level standard metrics

Customer expectations remain high throughout the customer journey, this includes pre and post-acquisition. The customer’s experience at each step will determine the customer’s likelihood of making a purchase with a seller and returning to the seller for a future purchase.

BEX has established a series of service level metrics that cover key milestones of the customer journey. Understanding that, on occasion, issues along the customer journey are unavoidable, the metrics have been established with the view of fairness and reasonable for all parties.

Supporting our sellers: Periodic review of seller performance

BEX will conduct periodic reviews to monitor and provide insights into seller performances.  The reviews are designed to drive continuous improvements across our sellers and the BEX marketplace, ensuring sellers are successful and consumer satisfaction levels remain high.

Sellers will be supported by dedicated account managers to assist in achieving their SLA requirements. BEX account managers will partner with sellers to ensure the best outcome for both the seller and consumer is achieved.

Fulfilment performance metrics

Customer care performance metrics

Underperforming sellers

BEX is committed to partnering with and supporting sellers to outperform the SLA continuously. Where sellers are underperforming, BEX will work with sellers to;

1. Determine the reason for the underperformance
2. Devise a plan to improve performance
3. Review & monitor action plan to track progress

Where sellers fail to meet the SLA despite the support from BEX and demonstrate no sign of or willingness to  improve, BEX will be forced to take action against the underperforming seller to prevent any further damage to other sellers and the BEX brand. These actions may include;

1. Imposing additional fees & charges
2. Suspending or terminating sellers on BEX

These actions will be the last resort and will be taken only after all attempts to support the seller have been exhausted.

Breach of SLA: Imposing additional fees and charges

Every customer order is a result of BEX investment in technology, marketing and customer service. Each order incurs transactional fees, merchant fees and platform fees. An order that misses SLA standards demands additional customer service handling and costs, ultimately impacting the customer’s experience and the seller’s and BEX marketplace success.

To defend other sellers and maintain a reputation as a reliable platform for potential buyers and future sellers, BEX has established the following fee structure, which will be applied when the SLA is breached. The fees are designed to cover any administrative fees resulting from the continued breach of the SLA and be reinvested in maintaining our sellers and the BEX brand.

BEX reserves the right to apply all additional fees and charges stipulated in this SLA. Fees and charges will be applied only once all attempts to support and work with the seller have been exhausted.

Fees and Charges

The fees and charges will be implemented as follows:

Breach of SLA: Suspending or terminating a seller’s privileges on BEX

BEX is committed to working with all sellers, including underperforming sellers, to improve their performance in respect to the SLA. Only when sellers demonstrate no improvement or willingness to improve will a seller’s trading privileges on the BEX marketplace be suspended or terminated.

Globally, the BEX marketplace generates a large volume of orders each year for our sellers. For reasons both within and outside the seller’s control, occasionally some of these orders are cancelled. BEX categorises order cancellation as follows:

Cancellation Service Fees

Both seller and customer-initiated cancellations require handling by our customer service team and incur the same transactional fees at the point of sale and refund. An order cancellation service fee will be applied to Seller Initiated Cancellations. The refund cancellation fee is to compensate BEX for all costs associated with completing the original sale and processing the refund for the seller.

BEX is committed to delivering both an exceptional customer purchasing experience and being fair to our valued sellers. Cancellation service fees will not be charged for orders cancelled in a timely period. For orders cancelled outside the SLA, BEX will charge the seller the greater of the full commission or a minimum fee. All cancellations falling between the two periods will be treated fairly with a 50:50 split between BEX and the seller. This ensures a fair outcome for both the Seller and BEX, as costs associated with the cancelled orders are shared by both parties.

If the seller can offer the consumer an alternative product, the seller must do so in the first instance. This order must be completed via the BEX platform, where the seller’s ordinary commission rate will be charged. The seller will not incur any additional fees.

BEX will invoice sellers for Cancellation Service Fees monthly. Payment for the invoice will be processed at the time the invoice is issued using the seller’s payment method from which subscription fees are charged.

The order cancellation fees are detailed below:

Pre-fulfillment cancellations

Platform, marketing and handling fees in relation to Customer Initiated Cancellations will be borne by BEX.

Post fulfilment cancellations

Orders cancelled post fulfilment require additional customer service care and administrative actions and costs. Often sellers have been remitted sale proceeds, and BEX customer service must also organise return of stock to the seller.

In the event of a cancellation post fulfilment order, the following fee structure will apply.

Application of order cancellation fees

Order cancellation fees will be applied from 1 January 2023.

Quality delivery experience

To further ensure a high level of customer satisfaction, all orders, except for pre-orders, must be dispatched within 14 days of receiving the order. Orders cannot be delayed by more than 14 days.

Orders not dispatched within 14 days will be automatically cancelled, resulting in the customer being refunded. The seller will not be paid for these orders, and order cancellation fees will apply.

The 14-day period can be extended to 21 days under certain circumstances (for example, the seller is waiting on parts to complete a bike build before it can be delivered). Where this is the case, the seller must inform the customer via the BEX platform that the fulfilment of the order will be delayed. The seller must communicate in a timely and at regular intervals should the delay continue.

Standard of shipping

All delivery orders must meet a minimum standard of delivery. Orders must be shipped via a reputable delivery service provider who is able to deliver the order within a reasonable time and ensure the packaging or product are not damaged.

All bikes delivered must be pre-assembled by a qualified mechanic prior to delivery. This means all parts and components must be assembled and the bike shipped with pedals and the front wheels detached and placed in the box with handlebars turned to the side. Upon delivery of the bike, the customer is to attach the pedals and front wheel for the bike to complete assembly.

It is the seller’s responsibility to ensure all bikes are checked before shipping to ensure they are pre-assembled and in condition as advertised.

Shipping responsibility: ensuring the customer receives their order

The seller is responsible for ensuring the order is shipped and delivered to the customer. If any problems shall arise during the delivery process, the seller must take all reasonable steps to ensure the order is received by the customer in a reasonable timeframe.

All sellers must use a reputable shipping provider to deliver all orders.