Commitment to service and quality – Markato

Brand and Retailer satisfaction is of utmost importance to the long-term health and success of the Markato community.

Accordingly, Brands are subject to the following minimum standards in connection with the Services provided by Markato:

To accurately list and describe available Products on your Brand Page;
To ensure that any cancellation of an Order is effected in a timely manner;
To timely package and prepare for shipment Products that are the subject of an Order (in accordance with the specifications of the Order);
To promptly and effectively respond to Retailer inquiries; and
To promptly resolve missing or damaged orders with a Retailer.

Metrics

You acknowledge and agree that in order to ensure that you are meeting the foregoing Brand’s minimum standard requirements, Markato will track and measure your performance using a variety of metrics, including collecting reviews and ratings from your Retailers. Reviewed individually and as a whole, these metrics help Markato determine whether you are meeting Markato’s expectations on delivering a great experience for the Retailers.

Such metrics include:

Accuracy of Product listings;
Catalog completeness;
The difference between the expected shipping date and the actual delivery date;
How often you provide a valid tracking number;
How long it takes you to confirm or cancel new Orders;
How often your orders are reported as damaged or missing Products:
How often your Products are on backorder, returned or canceled;
How promptly and effectively you respond to Retailer inquiries;
How promptly and effectively you resolve missing or damaged orders with a Retailer.

If Markato determines that you are not meeting the minimum standards of quality and service, Markato may reach out to you in an attempt to resolve the issue and/or temporarily suspend or permanently terminate your Brand Account.