🤝Service Level Agreement

Service Level Agreement (SLA) for Sellers on TILT

Order Fulfillment:

Sellers are required to ship products within 2 working days of receiving an order. In the event of unforeseen circumstances causing a delay, sellers must inform the customer and Tilt support promptly.

Customer Communication:

Sellers are obligated to respond to customer inquiries regarding orders within 48 hours of receiving the message. Clear and timely communication is crucial to ensure customer satisfaction.

Tilt Support Communication:

Sellers must respond to any inquiries from Tilt support regarding transactions or product information within 48 hours. Quick responses to support queries contribute to the smooth operation of the marketplace.

Automatic Refund Policy:

Failure to adhere to the stipulated timeframes may result in customers being entitled to an automatic refund of their order without requiring a return of the purchased product. Tilt reserves the right to enforce automatic refunds in cases where sellers do not meet the specified SLA requirements. In addition, if the seller unfairly declines multiple refunds to avoid any automatic refund, their selling activity can be suspended.

Reporting Non-Compliance:

Customers may report instances of non-compliance with the SLA to Tilt support. Sellers will be notified of any reported issues and given an opportunity to address and rectify the situation.

Review and Updates:

This SLA is subject to periodic review and may be updated as necessary. Sellers will be notified of any changes to the SLA, and adherence to the updated terms is mandatory.

Consequences of Repeated Non-Compliance:

Repeated violations of the SLA may result in penalties, withholding of payments, as well as temporary suspension or permanent removal of the seller from Tilt. Tilt reserves the right to take appropriate action based on the severity and frequency of non-compliance.

Agreement Acceptance:

Sellers acknowledge their understanding and acceptance of this SLA upon joining Tilt. Continued participation as a seller implies an ongoing commitment to comply with these terms. By adhering to these guidelines, sellers contribute to the overall positive experience of customers on Tilt. Thank you for your cooperation in maintaining a high standard of service.

A detailed reference of how refunds are managed can be found in our FAQ’s.