This year we have an important update to our approach to ensure the best possible experience for customers.
Key update (please read)
- Accounts must remain online: To maximise customer access to products and maintain a seamless shopping experience, all seller accounts are expected to remain online for the entire holiday period.
- Operational KPIs must be met: As per normal Operational requirements, you are expected to maintain your normal operational KPIs (order acceptance, dispatch SLA, customer response times, returns handling, etc.) throughout the period, except where statutory public holidays apply.
We have prepared a list of FAQ's to support:
Q: Are sellers required to stay online?
A: Yes. This year sellers are expected to remain online for the duration of the holiday period to maximise customer access and satisfaction.
Q: What operational expectations apply?
A: Normal operational KPIs apply (order acceptance, dispatch within SLA, customer response times, returns handling, etc.) except statutory Public Holidays and weekends. Please consult our KPI Help Center articles for specifics.
Q: What are the Public Holidays for the Holiday period?
A:
Thursday 25 December - Christmas Day
Friday 26 December - Boxing Day
Wednesday 1 January - New Year's Day
Q: Do Delayed Dispatch and UTF fees still apply over this period?
A: Yes, as normal KPIs are expected to be met during the period, fees will also remain enabled for items that are either dispatched late or cancelled.
Q: I cannot meet SLAs for a short period — what should I do?
A: Contact the Seller Help Desk immediately with exact dates and a mitigation plan. We will review exceptional circumstances. Remaining online is the default expectation.
Q: Is Holiday Mode allowed?
A: Holiday Mode should only be used in exceptional, pre‑approved circumstances. If you believe you need to place your shop in Holiday Mode, request approval from Operations via Seller Help Desk and provide dates and reason.
Q: What should I check in the weeks ahead? (Quick checklist)
Inventory: Confirm safety stock for holiday demand
Fulfilment: Confirm warehouse capacity, staffing and courier pickups
Customer service: Ensure staff cover and response targets
Returns: Plan returns handling timelines
Contacts: Confirm emergency contact details in Seller Center
Q. How can I see how I am performing Operationally during the period?
A: Your Seller score via Seller Center will continue to be updated based on your performance during the period. Please refer to this and aim for a perfect score of 5 to ensure you are providing the best Customer Experience.