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Salasa

We work 6 days a week from Saturday to Thursday. (8am -5pm)

Salasa is located in Riyadh, Saudi Arabia. The head office is located in Qurtuba (click here) and the warehouse is located in As Sulay click here

Salasa offers a turnkey solution for eCommerce businesses that takes away all your worries and lets you focus on marketing and sales, while it seamlessly handles the orders your sales personnel generate.

Onboarding

What is salasa Onboarding process

1. Procedure:

  • Account Creation
    • After signing the contract, our team will create an account for you in our system.
  • Data Submission
    • Our team will share file to fill in your products list.
  • System Integration
    • At this stage, our team should have your website URL to finalize the live integration.
  • System Training
    • Our talented team will meet with you to train you on using our system.
  • Create ASN
    • Replenishment
    • Create Replenishment.
    • Select your Warehouse which we already create for you by our team.
    • Select your Product/s. In the left section you will find your product/s add. All you need to do is to click ADD. Then, it will go to the right section where you will type the quantity you desire you replenish. QR Code/Barcode both can be printed at this stage. Save your action on your products then, click Save and Go Next.
    • Insert your Inbound Details to provide more information on handling your replenishment.
    • Once you reach QR/Barcode step you should label your product/s otherwise Salasa will label your product.
    • To maintain faster receiving:
      • Provide Packing List.
      • Palletized your replenishment.
      • Put your SKUs in Boxes (each SKU in a box is highly recommended.
    • To have priority in receiving choose Pick-up Request and Salasa team will align with you to pick-up the replenishment.
    • Review your request then Click Create ASN. Done!!
    • Our team will call you to get the exact time of your product/s arrival on the data you selected.
  • Product Creation is used in case there is missing product is not added or you wish to add new product to your selection.
  • In Product Details section you will fill your products details.
  • Uploading your product image improve the picking quality to eliminate any errors.
  • Receiving process starts in section 2.

2. Exceptions

  • In case client prefer to not do the system integration. Then, client will have to use our system manually.

3. Prohibited

  • In case you have expiry product, then you need to select YES for the LOT under Fulfillment Details. This will allow our team to pick your products based on FEFO and to inform you if you have near to expiry/expired product/s.
  • In case you have electronics product that requires serial number then you need to select YES.

Inbound

What is salasa Inbound process

1. Procedure:

  • After you create the ASN and shipping your product/s to our warehouse, off-load is the first engagement between our operation team and your products. Our team will expect your products to arrive as per your instructions you applied during creating the ASN.
  • New SKU/s will be scanned to get the exact dimension of you each SKU.
  • In case of un-labeled item/s, our team will print and label each item.
  • At QC stage, we check the condition of your products to report any damages, missing, and extra item/s or SKU/s.
  • Any product/s rejected to be received by the client will be shipped back to the client.
  • Receiving in the system is final step.
  • Once receiving is done, our team will stage your products at staging area to start put-away process.

1. 2. Return:
1. Workflow

What is salasa Inbound process

2. Procedure:

  • Once return orders arrive to our facility, our operation team will off-load your returned orders.
  • Then our Return team will scan your order to generate its information in the system to start the return process.
  • After we open the package our QC team will verify your product’s quality/quantity to ensure that your product is not hurt.
  • In case there is damage in your product we will raise reimbursement clam to the shipping company on the damaged product/s only.
  • Once QC team checked your product and stated that it is in good condition, they will receive it as good in the system.
  • Once receiving is done, our team stages your products at staging area to start put-away process.

1.3. Exceptions:

  • SKU/s with backorders will be given the priority on receiving.
  • In case of high seasons, Ramadan, Black Friday, etc. Salasa team will share a build-up plan before the season to ensure receiving all your product/s withing the SLA and to avoid delaying your product/s receiving within the season.
  • In case of international shipment our inbound team will off-load your shipments then will share with you the receiving lead-time based on workload. However, client is responsible of updating with his/her account manager once shipment is cleared from Saudi customs and under delivery to our facility.
  • Choosing Salasa first mile will give you a priority on receiving.
  • In case of extra/damage/rejected items resulting from both return/s and replenishment/s will be placed in holding area until our team receive advise from client/s.

1.4. SLA:

SLA Ideal Ideal Error Tolerance Exception Error Tolerance Exception Additional Fees
Receiving to Shelf 24 hours 3% 5% 72 hours
Return to Shelf 24 hours 3% 5% 48 hours
Holding area 24 hours > 24 SAR 2.5 Per. Day

1.5. Prohibited:

  • Arriving at the chosen date and given time is important, to receive your replenishment within the promised SLA.
  • All replenishments need to be palletized and it must be in boxes and if the replenishment is less than a pallet, it must be in boxes. For unpalletized boxes that are more than pallet, extra fees will be charged and will be shared by Salasa team.
  • Every pallet needs to be labeled with picking list stating number of boxes on it.
  • Every box needs to be labeled with picking list stating number of SKUs and items of each SKU.
  • Replenishments arriving without a pre ASN and booking created will not be off-loaded.
  • Receiving of any item (replenishment or returns) which has 1 month or less in expiry, item/s will be moved to holding are and client will be contacted to advise on the item/s condition.

Inventory

How your product will be stored in our facility

1. Procedure:

  • At this stage put-away team will pick-up your products to the storage area.
  • Put-away team will place each SKU in the correct location assigned by our system.
  • Once put-away team are done, then they will verify your ASN against what we have in the storage to ensure that we did not miss any item.
  • GRN file will be automatically generated once the team confirm ASN process is completed.

2. Exceptions:

  • Our inventory team will do one stock taking for the financial year purpose, if you require more than one stock taking you should share a request one month ahead. In case adjustment is required Inventory team will share variances with account manager to take the action.
  • In case of stock adjustment our operation, our team will share adjustment request. And action will not be taken until we receive client approval.

3. SLA:

SLA Ideal Ideal Error Tolerance Exception Error Tolerance Exception Additional Fees
Stock Take 2 Working Days 3% 5% 7 Working Days
Missing/Damaged to Compensation 24 hours
Holding area 24 hours > 24 SAR 2.5
Per. Day
Acceptable Shrinkage (Missing or Damage Value) / *(Holding stock total value)
* Holding stock total value is for the last 30 days. With a maximum amount of SAR 10,000

4. Prohibited:

  • Adjusting the inventory form the webstore will impact stock level in our facility.

Outbound

How your orders will be handled by our team

1. Procedure:

  • Once we receive order/s through our OMS, our inventory team will pick your order/s and validate the item/s picked are matching the order/s received.
  • Our QC team will validate the order and inspect the items are picked correctly and not damaged nor item/s missing.
  • Item/s will be wrapped in bubble wrap to ensure that they do not get damaged during shipping handling. Then item/s will be packed in a box/pouch.
  • Once the order is packed, Shipping label will be printed and labeled on the box/pouch.
  • Ready to ship order/s will be transferred to sortation area where they will get sorted by courier to ensure the shipment is going with the right courier.
  • Once courier arrives at our facility, our team will hand-over the shipment/s to the assigned courier.

2. Exceptions:

  • Client will be able to cancel an order from the system at any point before Loaded status.
  • Salasa can do special packaging for clients if required.
  • Salasa can pack your order/s with your packaging material.
  • In case of high seasons, Ramadan, Black Friday, campaigns, etc. Salasa team should be informed of your plan to ensure capacity and to meet the SLA.
  • Our system will be able to generate the invoice for the international order/s, only if the declared amount is share by the client of each product.
    • Other documents might be required for international shipment/s, which will be requested by Salasa team.

3. SLA:

SLA Ideal Ideal Error Tolerance Exception Error Tolerance Exception Additional Fees
Picking to Dispatching ≤ 12 PM orders will be dispatched to carrier within 24 hours. 3% 5% > 12 PM orders will be dispatched to carrier within 48 hours.
Dispatching to Delivery Tier1: two working days.
Tier2: three working days.
Tier3: six working days.
Tier1: 15%.
Tier2: 17%.
Tier3: 20%.
Tier1: three working days.
Tier2: four working days.
Tier3: seven working days.
Missing/Damaged to Compensation 24 hours
Holding area 24 hours > 24 SAR 2.5 Per. Day

4. Prohibited:

  • Clients who are using their own packaging to ensure enough stock available all the time. Otherwise Salasa will pack your order/s with Salasa packaging without per. alert.
  • Salasa will not dispatch any order with missing AWB details. To avoid this issue, you will have to make sure that all AWB details are correct.
  • Salasa will not dispatch international order/s without invoice. To avoid this issue, you will have to share the invoice with your account manager.

Shipping

What is Salasa Ship service

1. Procedure:

  • Once the assigned courier arrived at our facility, they will pick-up the shipment/s.
  • Each courier will sign on a manifest, to ensure that they received all shipment/s.
  • Courier will communicate with the end-user to deliver the shipment/s to door/pick-up from branch. Each courier will do three attempts to deliver the shipment/s.
    • Our 3PL team will track each shipment that is shipped by our account with the couriers and will match the shipment status in our system and courier’s system.
    • In-Transit shipments that are within prescribed SLA time are sent to carriers on daily basis so that can ensure that every shipment is attempted for delivery before it is returned.
  • Shipment will be delivered to the end-user and COD amount will be collected from end-user, if required.
  • If end-user is not satisfied with the shipment return request will be initiated.
    • Complains are escalated and proper follow up is maintained on cases like delayed delivery, better address / contact details with the couriers.
    • Damaged/missing shipments are reported and claims on spot with the couriers.
  • Client will share return shipping label with end-user to replace the delivery label.
  • Courier will pick-up the shipment/s from the end-user.
  • Non-delivered and return shipment/s will be received at our facility.
    • Carriers are regularly asked to return the shipments that surpasses the SLA time based and delivery attempts.
    • For International shipment/s:
      • Comprehensive data like full name, ID details in destination country, complete address and valid phone number of end customers must be sought to ensure a faster and smoother delivery process.
      • Customers shall include 5% VAT charges in their sales invoices for any orders across GCC below USD 250 because it will be recovered from the origin under any circumstances.
      • If the invoice amount exceeds the amount, then 5% VAT plus, 5% customs duty along with AED 20 (for UAE) Shall be recovered from the consignee. This amount can be charged back to the origin upon request.
      • It is advisable that to consult Salasa before the launch of any international campaign to check for the clearance process, customs / airlines regulations and other details for a particular or a line of products to ensure success of business campaigns and mitigating undue/hidden overheads.
      • An international shipment shall remain in transit for 15 days, after a reminder would be sent to the customer to check for the better contact details of the consignee within 48-72 hours. The shipping company will have the right to return shipment back to origin in case if customer fails to provide proper address details and this will attract inbound charges plus Saudi customs duties on per shipment basis.
      • Customer shall be informed and updated about any shipping regulation (as and when in effect) in any country so that they can adjust their business strategies accordingly.

Drop-off & Lockers

How pick up and drop off point will work

1. Procedure:

  • Upon choosing Redbox Locker option, customer would be directly to a map where he/she can choose the location according to their convenience and complete their order.
  • Operation will fulfill the order/s.
  • Courier will pick-up the shipment/s.
  • Each courier will sign on a manifest, to ensure that they received all shipment/s.
  • Once courier deposits the package at the locker, an automated SMS would to customer indicating about the availability of goods in the locker and a tracking link. Package will remain at locker for 48 hours and will send 2 SMS messages to the consignee reminding him/her about availability of package.
  • Once courier deposits the package at the Drop- off, an automated SMS would to customer.
  • End-user will go to the selected location to pick-up the shipment.
  • Courier would go to Locker/Drop-off station to collect the expired or returned shipment and bring them back to our warehouse.

2. Exceptions:

  • The said period could be extended for every 24 hours for the next 3 days by the Client.
  • For owner pick-up that aiming to pull some of the stock in Salasa facility. Depending on the volume and capacity operation will communicate the lead time for the preparing the products to Account Manager.

3. SLA:

SLA Ideal Exception Additional Fees
Dispatching to Delivery Tier1: two working days.
Tier2: three working days.
Tier3: six working days.
Tier1: three working days.
Tier2: four working days.
Tier3: seven working days.
Returns Tier1: seven working days.
Tier2: ten working days.
Tier3: fourteen working days.
Tier1: nine working days.
Tier2: eleven working days.
Tier3: >30 CN will be raised to courier.

4. Prohibited:

  • If the courier notices that the Black color (Lockers Full) appears during the working hours, then he must bring the shipment back to courier warehouse which then shall be handed over to lockers staff who take care of the rest.

Forecast

Forecast is used to build operation capacity and request materials.

1. Procedure:

  • Account manager/s will request forecast data (Number of orders expected, Number of items replenishment/s of each existing SKU/s, Number of items replenishment/s of each new SKU/s, marketing campaigns starting and ending dates, etc.).
  • Once this data is ready from client, he/she should share it with his account manager only to maintain privacy.
  • Forecasted data will be share internal without mentioning client details, to build operation and shipping capacity as well as requesting materials from our suppliers to maintain high service level.

2. Prohibited:

  • Missing forecast data will lead to lower service levels.

Additional Services (First Mile)

Additional Services (First Mile)

1. Procedure:

  • You will initiate Request pick-up is as explained in point 1.3.5 in the Pick-Up Details section. By selecting yes from the drop list, new details you appear in your screen to fill-out. Depending on the shipment type Salasa team will get in touch with you to get the required data.
  • International shipment requirements:
    • PDF colored clear copies of the packing list, invoice with country of origin mentioned on it.
    • Colored clear copy of the certificate of origin with attestation from the chamber of commerce in the shipping country.
    • All required governmental approvals from CITC or SFDA etc… must be obtained prior of the arrival of the shipment to the port in case required. BER registration for all imported products if required.
    • CR Copy.
    • Import E-Authorization via FASAH for the customs broker as per the details shared by Salasa.
  • Local shipment requirements:
    • The request must include a packing list that shows clear details of the volume of the shipment for Salasa to send the appropriate vehicle for the pickup.
    • All materials must be palletized and wrapped properly to assure smooth transportation.
  • Our 3PL partner will pick-up the shipment from assigned pick-up location.
  • Once shipment is picked-up by our partner it will be delivered to the assigned location.
  • For the international shipment, it will go through custom clearance process.
  • Once shipment is arrived at the assigned facility it will be off-loaded.
  • If shipment is assigned to be received at Salasa facility, it will be received as mentioned in the point 2.2.

2. Exceptions:

  • Client to obtain full insurance coverage for the goods if needed.
  • Client to obtain the required safety certificates (MSDS) in case of importing DGR goods via air mode.
  • Default delivery address is Salasa’s warehouse, if the final delivery location is not Salasa’s warehouse full delivery address with full contact details must be furnished.
  • Any international order exceeds 3 days without response from the client with an invoice copy will be transferred to the holding area.

3. Prohibited:

  • Imported goods must be in alignment with the client’s CR and must not be prohibited by the Saudi laws.
  • Payment of VAT & duties to customs through SADAD unified number must be on time and immediately upon request to avoid any delay in the clearance process.
  • The transportation request must come to Salasa before 48 hours.
  • It is the client’s full responsibility to assure smooth, fast & safe loading of the materials in the loading location.

Cross Docking

What is salasa Cross docking process

1. Procedure:

  • Client will share the shipment details with Salasa team, such as SKU/s, Number of items for each SKU/s, corresponding barcode/s if any.
  • Salasa team will off load the shipment, count the items. Then Salasa team will share a report with the client.
  • Client will create ASN up on receiving the Receiving Report from Salasa Team.
  • Client will upload the new orders to Salasa system.
  • Salasa team will dispatch the order/s with the carrier company.

Reimbursement

What is Salasa Reimbursement process

1. Procedure:

  • In case the item\s is damaged or lost with the 3PL.
  • Client will request reimbursement through your account manager.
  • Our operation team will give the confirmation on the product cost received.
  • If your product/s insured, you will receive full amount. If your product/s not insured, you will receive full amount, up to SR. 75 for domestic and SAR 375 for international. Client must raise the claim within 24 hours.
  • In case the item\s is damaged or lost in our Warehouse.
  • Client will request reimbursement through your account manager.
  • Our operation team will give the confirmation on the product cost received.
  • Credit Note will be issued as per the formula “Acceptable Shrinkage”.

2. SLA:

SLA Ideal + Exception Additional Fees
Client to raise a claim request for 3PL (Lost/Damaged) 24hr
Salasa to respond to client on the 3PL claim. 15 Days

3. Prohibited:

  • If you have high value items, it is highly recommended to apply for Salasa insurance.

COD

COD Cycle:

Carriers COD Transfer to Client
All Carriers 7, 14, 21, 28

Exceptions:

In case of reconciliation accounting will align with the credit controller who will be aligning with the client in the first place to transfer or deduct invoice amount from the COD amount.

Closing Order

What is the process of Closing order

Description: Closing orders describes two scenarios, one of which client deciding to pull out old stocks from his/her inventory and the other scenario is client desiring to close his account with Salasa.

1. Procedure:

  • Client must send an email requesting closing order to the account manager.
  • After client requests closing orders. Depending on the volume and capacity operation will communicate the lead time for the preparing the products to Account Manager.
  • Any pending payment must be paid before we hand over the item/s.
  • In-case of any claims it will be raised by the account manager.
  • After confirming that no claims or payment pending account will be closed.
  • Shipment/s will be ready if client desires to pick-up the shipment him-self.
  • If client desires to ship the shipment through a shipping company, then client have to share shipping address and contact info. Then, shipment/s will be shipped to client desired location.

2. Exceptions:

  • Client will have the right to report any damages\missing items within the first 3 working days from the receiving date.
  • Salasa freezes the requests of closing orders during Ramadan and other seasons like Black Friday, National Day, Eid, End of Year sales.

3. Prohibited:

  • After gathering the items, it will be transferred to the holding area. For the first (24hrs) it will be free of charge. After the first (24hrs) it will be chargeable. After 3 months Salasa will have the right to take any action on the items.

Communication Channels

How you should communicate us to answer inquiries or solve any type of issues

1. Procedure:

  • To ensure high quality of service, clients will have two channels to raise his issue/s.
  • Once client raises his/her issue our CS team will convert it to a ticket.
  • Our CS team will assign the ticket to the related party depending on the nature of the issue.
  • Account manager will receive the ticket and solve the issue.
  • Operation team will assign the ticket to the related department depending on the nature of the issue.
  • Operation team will receive the ticket and solve the issue.

Note: Warehouse Visit will require arrangement for appointment prior 48hrs.

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