Spares And Replacements

The functionality to process replacements through Partner Central has not yet gone live but we would encourage you to send out direct replacement products, if needed, outside of this. Once this functionality has gone live in Partner Central you will be updated. Below is how the replacement would be processed in Partner Central, once the functionality is live.

If a Customer reports to us an item which is missing parts or has not been delivered due to courier loss, we will raise an exception order for the item or specified part(s). These orders will appear in the Marketplace system and be transmitted via API like any other order, but the order number will be prefixed “X”.

If only particular spare parts are required rather than an entire item, the details of this will be seen in the “Notes” field below the item on the order itself. This is visible both in the Marketplace system on the Orders page and within the API. This information will be input by one of our Customer Care Advisors and should explain what spare parts are required.

Where it is not feasible to provide just this part, you are permitted to send the full item so long as it is not reasonably expected to inconvenience the customer. For example, a plug for a toaster may not be available so you may send a new toaster. However, if some extra feet for a three-piece suite are required, you may not send an entire new three-piece suite.

You are liable for all costs associated with the sourcing or fulfilment of any such spares or replacement orders.

“X” prefix orders must be fulfilled within the same service level agreements as any other normal order. The amount of “X” orders that are placed and fulfilled by you are shown within the Marketplace system.

Excessive “X” orders result in financial loss for you and means our Customers have experienced a service issues, both of which we are keen to avoid. We will provide as much information to you as we can to help you make constructive efforts to reduce the number of spares or replacements orders we need to place.