Core Logistics SLAs
Return Window
End customers have 30 days from RMA initiation to send returns
Unreceived returns are void and not billed
Verification
Redo verifies items within 15 calendar days of receipt
Merchant must resolve failed or undeclared items within 15 days
Failure to respond may result in disposal or return at merchant cost
Inventory Processing
Items processed within 5 business days of hub receipt
SLA credits may apply if timelines are missed
Consolidation
Shipments dispatched within the agreed fulfillment schedule + 15 days
Missing merchant data can result in:
Storage fees
SLA exclusions
Eventual disposal after 60 days
Forward Fulfillment
Orders ready for courier pickup within 3 business days
Redo may credit up to $100 per order if failure is attributable to Redo
Failed deliveries require merchant confirmation within 5 days
Platform SLAs
99.95% platform uptime (excluding maintenance and upstream outages)
Incident response times:
P1 (critical outage): 20 minutes
P2 (merchant-wide issue): same day
P3/P4 (isolated or third-party): next business day
Redo and merchants share responsibility for:
Incident communication
Root cause analysis
Coordinated resolution