Support resources, training guides and FAQs for merchants on Groupon Goods Marketplace
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Setup Your New AccountAfter being invited review step-by-step instructions for completing merchant on-boarding and setting up your new Gateway account.
FAQs and Support LibraryHave a specific question? Find the answer in our growing library of Goods Marketplace support articles.
Merchant Training GuidesLearn fast with these training guides on Product Creation, Order Fulfillment, Customer Ticketing and more.
Metrics are update by 10AM CST on weekdays
|Overall Performance||Overall Scorecard Health||100%|
|Tracking Uploaded On-Time Rate||The rate at which orders receive a tracking number upload from the merchant within 2 business days of the order being placed.||>98%|
|Tracking Movement On-Time Rate||The rate at which an order's tracking number shows movement on the carrier's website within 3 business days of the order being placed.||>97%|
|Cycle Time||Average time elapsed between the date an order is placed, and the date that order is marked delivered.||Days||<6 Days|
|Customer to Merchant On-Time Response Rate||The rate at which tickets and messages created by customers receive a response within 1 business day.||>95%|
|Cancellation Rate||The rate at which orders placed are then cancelled by the merchant prior to tracking upload.||<0.5%|
|Return Rate||The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.||<0.5%|
|Customer to Groupon Contact Rate||The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.||<1.4%|
|Customer to Merchant Contact Rate||The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.||<3.6%|
|Customer Satisfaction Score||The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.||>70%|