The LAAM brand could be blocked for two primary reasons: poor Net Promoter Score (NPS) and delays in order fulfillment. A low NPS indicates that customers are dissatisfied and unlikely to recommend the brand to others, which negatively impacts brand reputation and customer retention. Additionally, frequent delays in fulfilling orders frustrate customers, erode trust, and contribute to negative reviews and complaints. Together, these issues can significantly harm customer relationships and business performance, leading to a decision to block the brand to address these operational and reputational challenges.
Product Blocking Rules at LAAM: Ensuring Quality and Timeliness
NPS Rule
To maintain high standards of customer satisfaction, LAAM has implemented a strict Net Promoter Score (NPS) rule for blocking products. If an individual product receives consistently poor feedback, it will be blocked from sale. However, to ensure fairness and accuracy, a product will only be blocked in these 2 scenario 👇🏻 Product NPS < 20 & Total Feedbacks Received > = 5 in Last 30 Active Days
Product NPS < 20 & 3 < Total Feedback Received < 5 in Last 30 Active Days
This evaluation process is automated and runs daily at 10:00 AM. During this check, the system scans all products in the database and blocks those meeting the negative feedback criteria. Conversely, products previously blocked that no longer meet these criteria will be unblocked.
It is important to note that the blocking decision is made regardless of the physical inventory available in the LAAM warehouse. Both feedback quantity and NPS score must meet the specified thresholds for a product to be blocked.
NPS: If the brand or product is blocked due to a low NPS, you should follow the unblocking guidelines by submitting a quality control (QC) request through the help center form. Once your appeal for unblocking is approved, the product will be unblocked, and you can resume sales. Click below for NPS unblocking guideline:
Delay: Similarly, if a brand or product is blocked due to delays, the only way to remove the block is to fulfill all pending orders without any delays.
Delay Rule
Timeliness is another critical factor for LAAM, and delays in order fulfillment can lead to product blocking. If an individual product experiences a single delay in fulfillment, it will be blocked. This system also operates daily at 10:00 AM, reviewing all products and blocking those with delays while unblocking those that do not meet the delay criteria.
At the vendor level, a 10% delay threshold is applied. This means if 10% or more of a vendor’s products are delayed, the vendor will be blocked. As the system evolves, this percentage may be adjusted to ensure optimal performance.
It is essential to understand that this service does not restore virtual inventory after unblocking, maintaining focus on timely fulfillment.
Additional Notes
For transparency, the blocked product screen displays the time of blocking along with the corresponding NPS at the time of blocking, applicable only for NPS-based blocking. For products blocked due to delays, the NPS will be shown as null. This detailed tracking helps in monitoring and improving both product quality and vendor performance.
By implementing these rigorous rules, LAAM aims to enhance customer satisfaction, ensuring that only high-quality and timely fulfilled products are available to customers.