FFS Operations Best Practices & Update: Hiding of Dropped-Off SKUs

[Posted on 10th February 2023]

Dear FFS Sellers,

As you would already know, any SKUs with more than 1% drop-off will be hidden on a weekly basis as part of the communications sent out last year to ensure the best customer experience. The drop-off rate of your items were only based off your PFC (Joo Koon) sales as there were clear mechanisms in place to identify negligent parties that resulted in the drop-off (e.g. Picker App). 

From 27th Feb onwards, we will start to hide any FFS SKUs with <99% fulfillment rate. As such, here are some policies in place to protect you as the seller. Firstly, drop-offs can occur from two main reasons: 

1. Items not fulfilled 

2. Items are rejected either at the point of pick up or at FFS stores for various reasons (e.g. unsealed packaging, temperature checks failed, damaged goods not packed properly).

To appeal for unhiding, kindly use this template (download before filling in) to submit in this form. For any feedback, kindly use the feedback form here.

[Required Actions from Sellers]

1. Preventing Loss of Items

Starting 20th February, alongside updating inventory regularly, we will need all orders and containing boxes to be sealed and tamper-proof to prevent any loss of items during the delivery process to customers. We will also be ensuring that stores and customers report any unsealed orders so we can investigate the cause of drop offs accordingly. 

Drivers will reserve the right to reject any parcels that are not sealed**1. Any rejected items that do not get fulfilled to the customer will count as a drop-off**2 as well. 

What does sealed packaging refer to?

All FFS orders are required to be packed on an order-level basis, then grouped into each of the 5 stores (JEM, Changi, VIVO, Sportshub, Parkway) for pick-up.  Refer to the table below on what needs to be sealed in the event of many orders per store or single order per store.