Important Operations Update to Drop-Off Hiding Process to Improve Customer Experience starting 2 May 2024

[Posted on 7th May 2024]

Dear Sellers,

The drop-off hiding initiative first launched on 5th September 2022 has been essential in our initiatives to ensure an exceptional online shopping experience for our customers. 

Hence, to further enhance this initiative, we will be implementing a more proactive approach by increasing the frequency of this drop-off hiding from once a week to twice a week

Recap of Drop-off Hiding Initiative

As Marketplace continues to expand with our ever-growing seller base, we want to ensure the right policies are in place to continue to serve our customers with the highest standards. This initiative, focuses on improving Customer Net Promoter Score (NPS), which is derived from a loyalty and satisfaction measurement taken when customers are asked on how likely they are to recommend our platform.

This is simply to ensure that our customers receive what they have ordered from us, and by extension, you, our sellers. As the customer’s experience is greatly impacted by the goods they receive, we will be closely monitoring the fulfillment rate of our seller’s SKUs moving forward. Any goods not fulfilled is referred to as a drop-off.

Updated Process

Starting 2nd May 2024, any SKU(s) with drop-off will be hidden twice a week, on Mondays and Thursdays. 

Every Monday and Thursday, Starting 2nd May: