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Merchant Success Portal

Support resources, training guides and FAQs for merchants on Groupon Goods Marketplace


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  • Setup Your New Account

    After being invited review step-by-step instructions for completing merchant on-boarding and setting up your new Gateway account.
  • FAQs and Support Library

    Have a specific question? Find the answer in our growing library of Goods Marketplace support articles.
  • Merchant Training Guides

    Learn fast with these training guides on Product Creation, Order Fulfillment, Customer Ticketing and more.

's Scorecard


Metrics are update by 10AM CST on weekdays

  • Metric Description Score Goal
    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%
  • Related Articles

    Understanding Merchant Graduation

    Understanding your Merchant Scorecard

    How Scorecard Impacts Merchant Graduation

    SLA Standards for Merchant Performance

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