RUN IT ON YOUR OWN VOLUME
The difference between 99.8% and 99.99%, in packages.
10,000
AT 99.8% (A COMPETITOR'S ADVERTISED RATE)
20
wrong packages per month
AT 99.99% (FSI, MEASURED)
1
wrong packages per month
19 customers you didn't lose.
THE NUMBER
99.99%
Here's how we measure it and what we do when we miss.
METHODOLOGY
How it's measured.
01
What counts as an error
Any order where the customer received something other than exactly what was ordered: wrong item, wrong quantity, or a missing item.
02
What it's measured against
Total orders shipped in the calendar month. Not sampled, not a rolling average, not weighted by order value. Raw count over raw count.
03
What we don't count
Problems that happen outside our process: carrier damage or loss in transit, incorrect addresses, and errors in product or order data supplied to us. We still help resolve them. We just don't hide them inside our accuracy number.
Note: methodology language pending final confirmation with FSI operations.
WHAT WE OWE YOU
The guarantee, in full.
Reshipped at our cost
We cover the fulfillment on the replacement order
Front of the line
Replacement orders are picked and packed first
Fee credited back
The fulfillment fee on the wrong order comes off your bill
One call
Tell your account manager. No claim forms
GUARANTEE TERMS
- 01
The guarantee applies to any order we ship with the wrong item, wrong quantity or a missing item.
- 02
Report it to your account manager by email or phone. No claim form and no minimum.
- 03
We pick and pack the replacement ahead of the regular queue and cover the fulfillment on it. Product cost and outbound freight are not included.
- 04
We credit the fulfillment fee on the original order.
- 05
Final terms are confirmed in your service agreement.