Operational Best Practices for Improved Performance on Vivino

To help reduce order issues and improve overall performance on Vivino, we recommend that merchant partners align their operations with the following steps:

1. Account for Inventory Sync Delays

Vivino has an inventory synchronization delay of approximately 5 hours. This means that if products sell out on your website within that timeframe, the stock level may not immediately update on Vivino.

Recommended action:

• Work with your integration partner (e.g. Actenzo, Channable, Mulwi, etc.) to implement a stock buffer.

• For example, avoid importing SKUs into Vivino when inventory falls below a defined threshold (e.g. fewer than 10 bottles, or a level you are comfortable with).
  
  

This helps prevent overselling and order cancellations impacting your operational performance.

2. Maintain Proactive Communication on Orders

Timely communication is critical to avoiding negative customer experiences.

Recommended action:

• Stay in close contact with Vivino Customer Experience (CX) Support whenever an enquiry is received.

• Proactively reach out to Vivino or the customer via the Virtual Assistant (Chatbot) if you identify any errors or potential issues with an order.

• Always maintain/define the correct point of contact for your order-related enquiries to avoid unnecessary cancellations.
  
  

Lack of communication or delayed responses can quickly escalate issues and negatively impact performance.

3. Review Order and SKU Accuracy Regularly

SKU mismatches can lead to fulfillment errors, delays, and customer dissatisfaction.

Recommended action:

• Actively review and cross-reference the order details received from Vivino to ensure SKUs, products, and quantities match your internal records.

• If discrepancies are identified, flag them as soon as possible so they can be investigated and resolved quickly through the Virtual Assistant (Chatbot).
  
  

Early detection helps minimize customer impact and prevents recurring issues.

Following these steps will help ensure smoother operations, reduce order errors, and create a more reliable experience for customers on Vivino.