Fufilling your Orders

Important Operations Update on Improving Customer Experience

As part of our efforts to deliver the best customer experience and to streamline our operations, Fairprice Marketplace will be implementing the following.

We will be charging a fee of $11 to sellers who are:

1. Out of stock for the entire pick list but did not inform Marketplace prior to pickup

2. Not ready for order pick up after 5 minutes of waiting time 

3. Closed on the day of pick up but did not inform Marketplace prior to pickup

4. Change of store address but did not update Marketplace

How will this reflect in my Remittance Advice?

• The total amount to be chargebacked to sellers will be computed and detailed, and sent across on a monthly basis.  

An example of how this will be calculated - Comparing 3 sellers:

If you are unable to fulfill the order after receiving the pick list, please fill up the Skip Pick Up Form so that your store will not be routed on the day of pickup, which could potentially result in inbound delays at the warehouse.

You are required to fill in the form before the following timings so we can notify the driver in time to skip your pick up for the day:

• PFC Pick List - 9am (For Morning Pick Ups) and 1pm (For Afternoon Pick Ups)

• FFS Pick List - 11.30am 

The consolidated penalty fee will be billed to you at the end of each month and it will be reflected in your remittance advice.  For any disputes, please refer to this chapter on how to raise a financial dispute.

SKU Hiding Process 

Weekly SKU exercise hides items with any drop-off, illustrations remain at 30% for visualisation purposes.  

Any SKU(s) with drop-off will be hidden on a weekly basis on Mondays. 

In the meantime, please refer to this flow for more information:

[NOTE] 

As mentioned in the flow, sellers will be required to submit a request using this template in order for their SKUs to be shown again. 

Dropoff % Calculation

To have a better understanding of how 30% drop-off rate is calculated, we have included a simple illustration below:

What counts as a non-fulfilment?

Any item not fulfilled by the seller. As communicated previously - drop-offs can occur due to the following reasons. Please ensure you read and understand what our drivers are also expected to do. If there are any issues you face with the drivers, kindly leave us your feedback using this form. 

Tips to Prevent Drop-off:

Fulfilment Operations Webinar - 15th Sep 2022 

Waiting Time for Pick Up - 5 Minutes 

All items should be packed before the driver arrives as drivers’ waiting time for handover of items will be 5 minutes for both PFC orders as well as FFS/OCC orders. 

As such, we will require your help to ensure your staff in charge in packing are able to:

1. Retrieve the picklist from Email or Seller Portal (click the link to find out more)

2. Pack and have items ready for pick-up before the driver arrives. 

   • For PFC Orders: Picker App has been used to scan all parcels and segregate them into different buckets - based on priority indicators on picklist (more below). 

   • For FFS Orders: Orders have been packed and segregated by store (e.g. Vivo, Changi, JEM).