At Vesper Commerce, we hold our fulfillment partners to high operational standards because every order represents a customer experience. This Quality Assurance Fee Schedule sets out the fees applied to Partner accounts when fulfillment errors or operational failures fall short of those standards. These fees exist to maintain accountability and protect the customer experience across the Platform.
Fees are assessed on a per-occurrence basis. The schedule in effect at the time of any occurrence governs the applicable fee for that occurrence.
Vesper Commerce reserves the right to update this schedule at any time. Partners will be notified of any changes at least thirty (30) days before they take effect, and the updated schedule will be published here. Continued use of the Platform following the effective date of any update constitutes acceptance of the revised schedule.
| Parent Category | Sub-Category | Description | QA Fee | Invoice Action |
|---|---|---|---|---|
| Lost / Stolen | Missing Order — No Signature Required | The customer claimed the fulfillment was lost/stolen and the Beverage Alcohol Licensee did not make the package "signature required". | -$5.00 | Debit |
| Damaged | Beverage Alcohol Licensee / Damaged upon receipt | The contents of a fulfillment were damaged due to improper packaging, spoiled contents, expired contents or manufacturer related issues. | -$5.00 | Debit |
| Missing Item(s) | Fulfillment Issue | The package was delivered and the customer claims item(s) are missing. | -$5.00 | Debit |
| Incorrect Product Delivered | Fulfillment Issue | The package was delivered and the customer received an incorrect product. | -$5.00 | Debit |
| Engraving / Personalization | Engraving Incorrect / Missing / Quality | The engraving/personalized message on the product did not match what the customer provided, is completely missing or poor quality. | -$5.00 | Debit |
| Price Issue | Pricing Discrepancy (Beverage Alcohol Licensee Cannot Fulfill) | Beverage Alcohol Licensee provided the incorrect price and the cost is too much for them to absorb. | -$5.00 | Debit |
| Retailer Operational Issues | Errors or Inaccuracies in Hours of Operation | Beverage Alcohol Licensee did not maintain accurate hours of operation and was unable to fulfill the order. | -$10.00 | Debit |
| Retailer Operational Issues | Refusal to Ship based on Shipping and/or Delivery Fees | Beverage Alcohol Licensee did not maintain accurate shipping or delivery fees and is refusing to fulfill the order. | -$10.00 | Debit |
| Retailer Operational Issues | Delivery and/or Shipping Address is Out of Range, too Far or Unserviceable | Beverage Alcohol Licensee cannot fulfill to the delivery address due to a DSP or carrier issue/restriction. | -$10.00 | Debit |
| Driver Issue | Customer Complaint (In-Store Driver) | A make-right for a poor experience due to a Beverage Alcohol Licensee's delivery driver: complaints, did not wait for customers or collected orders without a driver not available. | -$5.00 | Debit |