What is a non-fulfilment fee?

What is a non-fulfilment fee?

A ‘non-fulfilment’ fee is a fee applied if all or part of an order is not fulfilled. Reasons can include declining an order prior to shipping, dispatching the wrong or no item or failing to meet shipping SLAs.

Non-fulfilment fees are applied at the item level, therefore if you have an order which has 3 items in it and you decline 2 of them, two fees will be due. 

Why are non-fulfilment fees charged?

Not fulfilling orders provides a poor customer experience and potentially damages the future relationship with that shopper. The majority of the fee charged to you is passed onto the customer in the form of purchase credit to save the sale (incentivise them to repurchase) or encourage the customer to return at a later date. The remainder covers the customer service costs in dealing with the non-fulfilled order.

The fee exists to allow us to retain and satisfy customers of Wolf & Badger, helping to deliver long-term success of the platform as a whole.

If you are facing issues with declining orders due to stock challenges, please see here on how to update your stock levels.