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Automatic cancellation of order due to SLA violation

Effective Friday, September 3, 2021, Walgreens will initiate the automatic cancellation process on dropship orders through Logicbroker.

 

Why are we implementing this process?

Walgreens is targeting to provide a better customer shopping experience. Due to the global supply chain challenges, customers are waiting longer for their orders to be delivered. On the other hand, many vendors are also facing challenges in fulfilling orders within the expected Walgreens SLA (see Walgreens Service Level Agreement (Highlights) on Walgreen’s Logicbroker knowledge base). In order to find the best solution for both customers & vendors, Walgreens has put into place the new cancellation policy. However, it does not go into place until the 8th calendar day after the order was placed (originally 5 calendar days).

How does the cancellation work?

Once the process kicks off on 9/3, any order that is outstanding in Logicbroker (i.e. not ship confirmed or not cancelled) for more than 3 calendar days will be identified. A reminder from Logicbroker will be sent to you. From then on, you will have another 4 calendar days to cancel/fulfill the order and update shipping confirmation in Logicbroker.

If the order is still outstanding in logicbroker (i.e. not ship confirmed or not cancelled) after 7 calendar days, it will be processed through the new auto cancellation procedure. There will be a final real-time check of the order status in Logicbroker before cancellation. The cancellation will be almost instant but could also take up to 60 minutes.  

Upon completion, the order will show “Cancelled” in Logicbroker without any additional reminder. The cancellation reason field will be marked as “Cancelled due to SLA violation”.

Payment impact

If fulfillment actions are not completed* within the 7 calendar days and the order is subsequently auto cancelled, you are subject to rejection of payment of the order invoice.

*didn’t fulfill/ship, shipped but failed to update ship confirmation as “complete” to Logicbroker, or any other update failure that caused the ship confirmation not to be updated as “complete”

Please note

Our vendors should still uphold the SLA agreed upon (fulfilling orders within 2 business days) when applicable.

Inventory should be updated at minimum once a day, but can be updated as often as your team can accommodate.  Please reach out to support@logicbroker.com to discuss your options.

Backorders are not allowed at this time. If this occurs, the order must be cancelled if not able fulfill within 7 calendar days from order day. Please utilize the message center in Logicbroker to update Walgreens on any shipping delay.