Frequently Questions


Facial Biometrics

Facial recognition system whose technical basis is that each person has a unique facial pattern in which, through an analysis system, that individual can be identified. At Havan, facial biometrics are used so that the customer can make purchases without having the Havan card or even make the withdrawal of orders from Retira Fácil.

Havan Card

Private label card valid in all Havan megastores. It has benefits such as installments in 10x with no down payment, no interest, no membership fee and annual fee. With the Havan Card you can participate in special promotions valid only for Havan Card customers, such as “Pula-pula”, that offers 60 days to pay the first installment; these and other various benefits can be seen here.

Havan Distribution Center (CDH)

The Havan Distribution Center is the place where products that are distributed to megastores are stored. The CDH is located in Barra Velha, Santa Catarina, on BR-101.

ESG – Environmental, Social and Governance

ESG stands for Environmental, Social and Governance. It is generally used to measure a company’s environmental, social and governance practices and shows how much it is committed to having a more sustainable operation due to the three pillars.

GPTW – Great Place to Work

Great Place to Work is a global consultancy that issues GPTW certification for companies that have a culture of obtaining better results through a culture of trust, high performance and innovation in order to support and encourage these organizations. Check out more here.

NPS – Net Promoter Score

The Net Promoter Score is a customer satisfaction methodology developed to assess the degree of customer loyalty of any company profile. While answering the question: “Would you recommend us to a friend?”Customers are classified as promoters (grades 9 to 10), neutral (grades 7 to 8) or detractors (grades 0 to 6). NPS is obtained by subtracting the percentage of promoters from the percentage of detractors, excluding neutral ones. Supposing that we had 6 promoters, 3 neutral and 1 detractor, the calculation would be 60% – 10% (referring to the promoters and detractors, respectively), obtaining a NPS of 50 points.


It consists of a strategy that uses different channels to offer the same shopping experience regardless of the way used.

Pick up Store

Modality in which the customer buys the product on “” and can withdraw it in any megastore of the chain. Check out more here.

Radio Frequency Identification (RFID)

Automatic identification system by radio signals that obtains data remotely through RFID devices.

Ship from Store

Mode where the customer buys through the website and the product is dispatched by the store closest to the customer’s address. To make the purchase the process is the same, but the logistics of delivery is done in a strategic way, that is, the products leave the megastore closest to the delivery address, reducing delivery times and the shipping cost.

Stock Keeping Unit

It is a code created to identify each product in stock, separating the products according to their characteristics and quantities. For example, imagine a blue transparent tube pen as 1 SKU, all other pens that are the same still represent 1 SKU. From the moment you have a red pen, but with a transparent tube, you have 2 SKU’s, and so on. The quantity of SKU’s increases with a variety of products.

Ticket Médio

It is the average amount spent on each purchase per customer.

Zap Havan

Mode where sales are made through the WhatsApp mobile app, enabling the purchase for customers located throughout the national territory, and the megastore sellers have access to the infinite shelf containing the entire product portfolio.


What is Havan's business model?

As a department store with more than 150 megastores spread across the country with an average of almost 4,700 m² of sales area, Havan’s mission is to delight people through the shopping experience, where everything is in one place, with a vast product mix of more than 320 thousand SKU’s, free parking, spacious and organized stores, with a food court and some even have a cinema. Still as a differential, we have Havan’s own brands and, also, Havan provides credit to the consumer through the Havan Card, splitting its purchases up to 10x without interest. Havan has a unique logistics model, centralizing CDH in Barra Velha with approximately 180 thousand m² of built area, using the latest technology to optimize the logistics processes. As we sell a large volume per store, we are able to ship cargo directly from our CDH with the truck fully loaded directly to the branch, with a frequency of at least one truck per week (in stores with lower sales volume). Our stores end up being mini distribution centers, which allows us to ship from store very efficiently.

What is our independent audit?

We have been audited by ERNST & YOUNG Auditores Independentes S.S. for 10 years.

Has Havan implemented the Pick-up from Store purchase mode?

Also known as “Retira Fácil”, in this mode the customer orders the product (s) via internet and choose to pick it up at any of our physical stores. It is worth mentioning that all of our stores are already implemented with this facility, including the new ones, that already open with this mode.

Among the benefits of the Pick-up Store is the use of the company’s stock in favor of a faster conversion of sales, optimizing delivery time, stock rotation, better resource efficiency. All of this is possible and applicable due to the size of our stores, with an average area of ​​more than 4,700 m² of sales area, in addition to a warehouse with an average of 1,000 m² per store, so we already have more than 150 mini CDs spread throughout Brazil.

In addition to all megastores already count with product withdraw with facial biometrics, leaving the withdraw faster and easier for our customer.