Groupon wants to ensure a safe and trustworthy marketplace with buyers and sellers. Certain categories/products are not permitted to be sold through our Third Party Marketplace. If you have any questions about the products you are listing, please Contact Us.



Prohibited Product List

Merchants are not permitted to sell the following products through Marketplace:

  • Weapons and Imitation Weapons include toy guns that look like real guns. (Any toy guns sold should be brightly colored.)
  • Guns (rifles, shotguns, handguns) and gun accessories (laser scopes, ammo)
  • Tobacco & Tobacco-Related Products (cigarettes, cigars, e-cigarettes or vaporizers) *accessories are ok
  • Prescription drugs (and illicit drugs, like Mary Jane)
  • Live animals (dogs, cats, fish, etc…)
  • Real Animals, Animal Products, and Animal Fur
  • Mail order brides
  • Medical devices requiring prescriptions
  • Products that require a prescription before purchase.
  • Body Parts
  • Recalled Products
  • Offensive Products
  • Intellectual Property Violations
  • Hazardous & Dangerous Items
  • Hoverboard
  • Sky Lanterns
  • Coupon or Voucher / non-physical products
  • Human Parts & Burial Artifacts
  • Drugs & Drug Paraphernalia
  • Digital Downloadable Software

Do not assume that a product is permitted simply because it is not listed in our Prohibited Product List. Groupon policies are subject to change and we reserve the right to pull a listing at any time in our sole discretion.


If you sell a Prohibited Product, we may immediately suspend or terminate your Marketplace Store and issue customer refunds without merchant reimbursement. To report listings that violate Groupon Goods Marketplace's policies or applicable law by using our Report Infringement Form


Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

Product Value - Reference Price and Discount


We strive to offer the most positive user experience possible for customers on Groupon Goods Marketplace. This means providing them with the most clear and accurate representations of product value possible.



Reference Price and Discount Guidelines


When creating a new deal, keep in mind that Groupon Goods Marketplace has a few guidelines related to your listed reference price and the corresponding advertised discount. Take note, and be certain your product complies fully before submitting it for approval.


In order to be successfully listed on our portal, your product listing must:

  • NOT have a listed reference price of $10,000 or greater
  • NOT have a Sale Price that equals a discount of 90% or greater



Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

Groupon reserves the right to take down or suspend offerings in their entirety or to take down portions of the content you provided, including but not limited to products, product descriptions, photos, and copy for any reason, at its sole discretion, and without prior notice to you. Groupon also reserves the right to suspend an offering for any reason, at its sole discretion, and without prior notice to you.


Instances where Groupon may take down content include:

● Inappropriate/lewd/offensive content as determined in Groupon’s sole discretion

● Content reported as inappropriate, lewd and/or offensive by a customer, potential customer or any other entity or individual

● Allegations of infringement of intellectual property rights, including but not limited to patent, trademark, copyright and trade secret(s)

● Allegations of counterfeit goods

● Allegations of illegal, unsafe or prohibited items (e.g. weapons, human trafficking, alcohol, tobacco, prescription drugs)

● No authorization to sell

● Allegations of fraud or libel

● Allegations of stolen goods


Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

Product Value - Misleading Information


We strive to offer the most positive user experience possible for customers on Groupon Goods Marketplace. This means providing them with the most clear and accurate representations of product value possible.



Avoiding Misleading Information


The customer has the right to expect that a merchant will not mislead or deceive them. Your listing should never lead a customer to believe something that isn’t true.


Any disclaimers attached to your product listing must:

  • be prominent and visible

  • not be obscured by images, graphics or text

  • not undermine or contradict the Product Details or The Fine Print.


Keep in mind that customers have the ability to report products that do not properly uphold the expectations outlined in your listing details. Depending on the severity and frequency of these reports, discipline may range from a product becoming temporarily unlisted, to your merchant account being suspended.



Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

At this time, Groupon Stores does not give merchants the option to opt out of receiving emails. However, some merchants might not want to receive an email for every order or ticket submitted. In this case, follow the steps below to create filters using your Yahoo! or Google account:

Filter for Yahoo!

  • Go to the settings icon in your account and click Settings in the dropdown.                                                                                                                                                                                                                                                                                                                                                                                                               

  • Press the Filters option.                                                                                                                                                                                                                                                                                       

  • The following page will appear:                                                                                                                                                              

  • Click the Add button.                                                                                                                                                                                                                                                           

  • The following page will appear:                                                                                                                                                                               

  • Set your filter preferences. If you choose to filter every email from no-reply-stores@groupon.com, you will no longer receive announcements and other important email information.

  • Create a filter name, choose your preferences, and designate your filtered email folder.

  • Click Save.                                                                                                                                                                                                                                                                                         


Filter for Gmail:

  • Go to the settings icon in your Gmail account and click Settings in the dropdown.                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                    

  • Click the Filters tab.                                                                                                                                                                                       

  • The following page will appear:                                                                                                                                                                       

  • Click the link Create a new filter on the bottom.                                                                                                                                                                                                                                   

  • The following page will appear:                                                                                                                                                              


  • Set your filter preferences. You can choose how you want to filter these emails. If you choose to filter every email from no-reply-stores@groupon.com, you will no longer receive announcements and other important email information.

  • Once you add your filter preferences, click the button in the bottom right corner. Create your filter with this search, as pictured below.                                                                                                   

  • The following page will appear. Choose your filter preferences.                                                                                                                                      

Click Create filter.                                                                                                                                                                                                                                                                                                                

Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

We are happy to offer our third-party merchants with a series of Training Guide documents to supplement our Support Article Library. Below, you will find five merchant Training Guides, which provides walk-through instructions, tips and best practices for product creation, order fulfillment, customer ticketing and more. We encourage all new merchants to reference these guides to get the most out of your experience on Groupon Goods Marketplace.






Your merchant experience on Groupon Goods Marketplace runs through GatewayWe’re excited to provide you with a versatile, efficient marketplace management system tailored to the needs of merchants like you. This guide provides a full breakdown of the Gateway website. 

click here to access the Welcome to Gateway guide



Groupon Goods Marketplace uses a system called Gateway to handle product creation. This guide provides merchants with a step-by-step walkthrough of the product creation process on the Gateway interface.

click here to access the Single Product Creation guide


To facilitate a better merchant experience, Groupon Goods Marketplace on Gateway allows for high-performing merchants to upload their product catalogs in bulk. This guide will assist merchants with the ins-and-outs of the new Bulk Upload Tool, provide helpful tips, and offer solutions to common errors. 

click here to access the Bulk Product Upload guide



“Tickets” are the official mode of communication Goods Marketplace provides for their merchants and customers. These tickets are housed directly in the Gateway platform, and are used to handle all customer inquiries, refund requests, order errors, etc. This guide will walk you through our ticketing interface, explain our guidelines for merchant-to-customer communication, and outline our best practices.

click here to access the Customer Ticketing guide



Groupon Goods Marketplace accounts have access to two main systems. Gateway is used to handle product creation and inventory management, while CommerceInterface (CI) is used for order fulfillment. The following guide will walk you through the process of using CI to upload tracking information, monitor your orders, handle cancellations/refunds, and more.

click here to access the Order Fulfillment (CI) guide




Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file




Don't already have a merchant account? Please read.

Groupon Goods Marketplace is in the process of migrating all merchant operations to an exciting new platform called Gateway. The Gateway platform has not yet opened for new merchant registration, and its official launch date is currently TBD.

The account setup instructions below were designed to assist our invitation-only Early Access merchants. If you haven't already had a Gateway account created for you, please check back in the coming months as more news on our timeline for open enrollment becomes available.


Until Gateway launches officially, we will NOT be handling requests for new merchant accounts, nor requests for Early Access invitations. We thank you for your patience and understanding. 

 




Gateway Account Setup Guide

Walk-through, Tips & Troubleshooting to setup your new merchant account



This Account Creation Checklist provides step-by-step instructions, tips and trouble-shooting for activating your new Gateway account. Until these steps are fully completed, merchants will not be able to list products or fulfill orders on Groupon Goods Marketplace. 






1. Activate your new Gateway account


 

You should have received an email with the subject line “Groupon Goods Gateway - Invitation to Join”. 





This e-mail contains a link to activate your new merchant account.  This link expires after 24 hours. If you have not already, please open that link now before returning to this support article.



Expired Activation Link?


If your activation link has expired, you should open a ticket with our support team


 

 

2. Complete “Profile” section on Gateway

Once you’ve logged into Gateway, all merchants must go to the “Profile” page (found on the left-hand navigation bar) and complete all required sections.



Link to "Profile" Page on Gateway


 



 

3. Set up AvalaraTax under ”Taxes” 

From the “Profile” page, navigate to the Taxes tab. From here, scroll to the bottom of the page and read through the Avalara terms and conditions. You may then check the box and click submit. 




You will then receive an e-mail from Avalara with password instructions for your new Avalara account. This Avalara account is offered free-of-charge, and must be created in order to activate your Gateway account. 




Questions about state taxes on Goods Marketplace?


If you have questions about state taxes on Groupon Goods Marketplace, please review our Marketplace Tax FAQ.





4. Enter banking details under “Payments”


From the “Profile” page, navigate to the Payments tab. Merchants must input valid, US-based banking information. These banking details should also correspond with the Legal Business Name listed on your account.



Having issues saving your Payment Info?

If you are experiencing an error when attempting to save your payment info,
see our support article "
Error - Can't Save "Payment Info"  for further instructions.





 


5. Review information under “Business Info”


From the “Profile” page, navigate to the Business Info tab. All information entered here should be accurate and up-to-date. Please note that the e-mail listed under “Business Contact” is our primary mode of contacting merchants.




Are you using the correct Legal Business Name?

 

In the Business Info section, the name listed under "Legal Full Name" must exactly match the Legal Business Name associated with your banking information. If this information is NOT currently accurate, you must request to have this information updated before you can finish activating your Gateway account. 



 
If your Legal Business Name is not currently listed accurately, open a ticket with our support team.  


6. Read and confirm “Terms & Agreement”

Finally, from the “Profile” page, navigate to the Terms & Agreement tab. Open up the Merchant Agreement.




To complete our Terms & Agreement, merchants must click both check-boxes AND read through the linked “Groupon Goods Marketplace Merchant Agreement."

 



More questions? See our full library of Gateway support materials.



Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

 

Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file







Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

Single Product Creation


In order to create a new product in Gateway, please log onto the Gateway portal, then follow the steps listed below:

        


 







      1. Once you’ve logged on to Gateway, get started by clicking 

       on “Add Product Group” in the left-hand navigation bar.

  


   








2. You’ll be prompted with the question, “Which category describes your product?”

In the field provided, type in keywords pertaining to your product. Once you’ve typed a keyword that lines up with our taxonomy, a list of matching results will auto-suggest below. 

 


 


 
For a complete taxonomy list, see Finding the Best Categories for Your Product



3. Select the best fit category for your new listing. 

Selecting from the suggested categories, choose the option that best matches the product that you plan to list. 








4. Enter key information for your new product


The product page will expand, allowing you to input key information for your new product, including manufacturer, brand, product name and description. Complete these fields, noting that all required fields are marked with an asterisk.

You will be able to return to this page later if you need to make edits or additions. However, you will not be allowed to navigate past this page until all required fields are completed.





For information on our description requirements, see Product Description Guidelines.






5. Use Bullet Points to provide concise selling points for your product.


Use the provided text field, type your information, then press the Enter key to input each bullet point. Bullet points should be under 128 characters and include concise selling points of the product. These bullet points will be listed prominently on the customer-facing deal page.

 



  • To edit an existing bullet point, click on the text, make changes, then press the Enter key.
  • To delete an existing bullet point, click on the “(x)” to the right of added text





6. Enter warranty information for your product, if available.


All fields in this section must be completed in order for the warranty to be featured on your deal page. After completing all fields, click on the "Warranty File" button to upload an image of the warranty. If there is no warranty associated with your product, this section can simply be left blank.





For more information, see How to Enter Claimed Warranties



7. Enter your reference price link and retail site link. 


The Reference Price Link is a site URL where the products can be purchased at the provided Reference Price (MSRP). The Retail Site Link is a site URL where your product is being sold by the brand or manufacturer, if available.








8. Add attributes to create product(s) within your existing product group. 


Gateway breaks down your inventory into “product groups” and “products". By completing steps 1-7, we have now created a new "product group". Next, we will create our "product(s)" by inputting attribute information, such as size, color, etc.


For more information, see What are "Products" and "Product Groups"?  

 






See which of the options below best describes the product group you’re creating, 
then click that option and follow the appropriate steps provided:


 









Option #1




If you only plan to offer one product in your product group (for example, a shirt that only comes in the color red and the size small), simply enter these attributes (red, small) in the fields listed below the Products heading.


You can either browse through the drop-down options, or manually type in order to search for your desired values.

 



Once you are finished adding attributes, your product will be created automatically. You can now move onto Step 9.




NOTE: If more than one value is entered for any of the attributes, 
multiple products will automatically be created in the Products section. 






Option #2




If you have a product in stock for every possible combination of attributes, enter all of your product group's available attributes using the fields under the Products heading.

 


You can either browse through the drop-down options, or begin to type in order to manually search for your desired value. 

 



A new product will automatically be created in the section below for every possible combination of the selected attributes. You will need to provide each of these products with unique ID information in Step 9



 

Option #3




If you do not have a product for every possible combination of attributes (for example, you have the color white in sizes small, medium, large and XL, but you only have the color red in size large and XL), click the "Add a Product" link pictured below to add a new product to your group. 

Create one product for each combination you plan on offering. You will then add the appropriate attributes to each product using the "Edit" link. Reference the instructions provided in Step 9 for more context.











9. Enter identifying information about your products.


Next, you will enter any identifying information about your products, such as SKUModel numberProduct IDQuantity and Unit Price. Enter information according to the product attributes displayed on the left end of each line. 


Merchants must have NO duplicate UPC's across their entire product catalog. All of your products MUST have unique identifiers. 


The Product ID is usually the UPC number associated with your product, but can also be EANISBN, or ITF. Your Product ID “type” will appear in small text below the field once it has been recognized by our system.

 






10. Confirm that all required information has been provided accurately.

 


You may now notice a red exclamation point symbol to the right of your cost. This indicates that you're required to enter more information before moving on to the next step. If you hover over the symbol, a red text box will appear, describing the missing information for the product.




In order to enter this information for each product individually, you can click on the “Edit Details” link to the right of the symbol. To make changes to more than one product at a time, select the checkboxes next to the product list (or the checkbox at the top of the list) and click the "Edit Selected" button.



    





11. Enter complete pricing information.


A new screen will open, giving you the opportunity to enter more information about your product. Some fields will be carried over from the information entered on the previous screen, and some will still need to be completed. 


Begin by entering the Shipping CostMAP (if applicable) and Reference Price (which should correlate with the Reference Price Link you entered on Step 7). Unit price and quantity should already be completed.


(Required fields are marked with an asterisk)





12. Add distinguishing attributes, if necessary.


Your product may have the option to add Distinguishing and Supplementary attributes. You should only have to add attributes here if you have added a new product after completing the other products, or you didn't choose these attributes already on the Basic Information tab.



NOTE: Only add distinguishing attributes when editing product one at a time. 
If you are editing in bulk, no distinguishing attribute fields should be filled in.






13. If this product is LTL or contains hazardous material, check the appropriate boxes. 


If none of these apply, leave them blank.

 



14. Choose the country in which your product was manufactured by clicking on the “Country of Origin” field.

      





15. Enter accurate sizing measurements for both product and packaging.


First, select the appropriate units of measurement you will be using for both product and package dimensions by clicking on the “Dimension Unit” field. Next, fill in the appropriate information for both the Product Measurements and Package Measurements fields. 








 

16. Once you have completed steps 1-15, click on the box marked “OK” at the bottom of the screen to apply. You may then proceed to Step 17.



17. Review product information.


You will now be returned to the previous product information page. If all product details have been entered correctly, the symbol which was previously a red exclamation point should now be a grey check mark.

If you still have a red exclamation point, hover your mouse over it to see what fields were unfilled or not accepted. Then, click again on the “Edit Product Details” page to enter the indicated information. When you finally see a grey checkmark, click on the “Save & Continue” box at the bottom of the page to move on to the Images tab.





18. Assign an image to your Product Group.


Click on the “Add Image to Product Group” link, found below the now expanded  "Product Group Images" heading. You can upload your image via Image Source URL, or via direct file upload.


  



This "Product Group Photo" can be a duplicate of any of your individual product photos, as long as it is fully compliant with our guidelines. This will be the customer-facing image on the deal listing.




Adding images via Image Source URL:


A new window will appear, prompting you to add a URL to your image. After entering your image URL, click on the “Save” box below the text field.




 If you do not already have a URL created for your image, please see How to Create an Image Link.




Adding images via Direct File Upload:

 

Alternately, you can also directly upload image files from your computer by using the direct image upload. To use this function, click on the "Upload File" button.



If you’re not sure that your product photos are compliant with our guidelines,



Troubleshooting:




Is your image upload displaying as a spinning grey wheel icon?  Click here for support.  





19. Assign specific images to individual products.


If there are multiple products within your product group, you will need to add a specific photo for each individual product. 


Use the previous steps to upload an image which corresponds to each product. Next, start assigning each image to the product it depicts. To assign an image, first click on the image you'd like to assign. Next, select the product(s) you'd like to associate with this image by clicking on the green checkbox(es) next to the product(s). Finally, click on the box marked “Apply to Images Selected Products”.





Repeat this step until all products have been assigned their own image.




20. Manage Product/Product Group images, if needed.


  

If adding multiple images, repeat the above steps as many times as needed. You are encouraged to add multiple photos, depicting different angles, product uses, etc.

If you need to delete an image, click on the “(x)” that appears in the top right corner of the image when you hover over the image.







Remember, you must have a "Product Group Photo" assigned in addition to your Product Photos. This Product Group Photo can be a duplicate of any of your individual Product Photos, as long as it is fully compliant with our guidelines. This will be the customer-facing image on the deal listing.


  




19. Do a final review of all product information.


Once all products have been assigned images, go back and double-check all product information for accuracy. If everything looks good, you’re all finished!





20. Congratulations, your new listing is now under review!

It will now be sent into our Product Screening Process. Our screening team should then complete their review within the next 7 business days. Great work!


  If you have questions about product reviews, or want tips on how to appeal 
or avoid product rejections, see Product Screening Process.















Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file


Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file




Not all merchants have immediate access to the Bulk Product Creation tools on GatewayAt this time, the bulk upload function is restricted to merchants who have attained Level 3 or above in our Merchant Graduation system.





Goods Marketplace places an emphasis on offering attentive service and quality products. Our merchants must demonstrate their ability to perform at a consistently high level with a smaller inventory before gaining access to our bulk upload tools. 












Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file



Happy holiday shopping season! The Goods Marketplace team has compiled some quick tips to address merchants’ frequently asked questions about Gateway, and help you get the most out of this exciting period. 

 

Please review this guide closely, as the information may be new to you. Subjects covered include Escalated Customer TicketsHoliday Merchant GraduationInventory Management, and Paused Products.

 





Handling your Customer Tickets
4 Essential Tips for Customer Ticketing On Gateway


  1. Whenever your customer sends you a message, you must provide a response within 24 hours. This includes new tickets AND existing unresolved tickets.

  2. Failure to respond within this 24 hour timeframe will result in your ticket being "escalated" to Customer Service. When tickets are escalated, the result is often a refund being issued to the customer!

  3. Understand the different types of ticket status and ticket reply options, and use them to your advantage. Review this related support article: "Replying to Customer Tickets"

  4. Be sure you have "notify@r.groupon.com" whitelisted on the email client associated with your merchant account, so you don’t miss any notifications.







Escalated Tickets


When a ticket does not receive a response within 24 hours, it is automatically escalated to Customer Service, who will attempt to assist the customer in your absence. 


Merchants can still add new replies to “Escalated” tickets, but must search “Escalated” In the Filters field to find them.


Click here for a video walkthrough of how to find your Escalated tickets in Gateway.



Tickets escalated due to an unresponsive merchant often result in refunds, so make sure you check for "Escalated" tickets at least once a day, also!







Merchant Graduation during Holiday Period



If you weren’t already aware, we have implemented significant increases to the sales thresholds that trigger automatic graduation reviews, with respect to both Units and GB.




These new sales limits are outlined in the table above. This means our high-performing merchants can now sell twice as much before being temporarily suspended for evaluation!




Suspended for Graduation Review?

During the holiday period, we will work with our top-performing merchants to reduce interruptions to your selling experience.



If you’re suspended for Graduation Review, and the following criteria are satisfied…


  • most recent Merchant Scorecard has a total score of 0.90 or higher

  • have replied to ALL customer tickets


  ...you may be eligible for early account restoration. Open a new merchant support ticket with the subject line "RE: Holiday Period - Graduation Appeal".



In your new support ticket,  include a screenshot of your most recent scorecard. If all information checks out, a Merchant Success agent may restore activity ahead of schedule.






Managing Product Inventory



Each product in your inventory is assigned a Merchant Available QTY, a Groupon Available QTY, and a Sold QTY





Please read the brief support article “Maintaining Your Product Inventory” so you can educate yourself on this system and avoid issues during holiday period.


This article also explains how to work around a commonly reported issue that has prevented merchants from setting product’s quantity to “0”.






Tracking Information



Meeting Deadlines for Order Tracking



On-time Tracking Upload

(2 business days after order is placed)

 

Do NOT upload a tracking number for your order until the package has been received by your carrier. Early/invalid tracking uploads will negatively impact your performance metrics. 


On-time Tracking Movement

(3 business days after order is placed)

 

Before your order can be processed for payment, your uploaded tracking information must show systemic MOVEMENT. Merchants are NOT paid simply for uploading an order’s tracking information.

 






Are you using the correct Carrier Codes?


Currently, the most common cause for broken tracking is inaccurate Carrier Codes.




 



Updating Tracking Information


If you need to change the tracking number on an existing order, you will need to complete a Tracking Update template, then create a ticket on our Support Portal.





These steps are all outlined in the new support article “Updating Tracking Information”.







Paused Deal Listings



Are your listings being “Paused”? 


If you find that any of your listings are being "Paused" by our system during the holiday period, this indicates your fulfillment metrics associated with those products is not at a satisfactory level. 



Consider these pausings a courtesy warning about the need for improved performance, and closely review your individual Deal Scorecards in addition to your overall Merchant Scorecards.


If this deal’s performance for On-time Tracking Uploads, On-time Movement, On-time Delivery, Return Rate, Cancellation Rate, etc., fails to improve, it may be shut down entirely. 




How do I unpause a Paused listing? 


These “Paused” listings can be “Unpaused” by the merchant at any time. These steps are found in the following support article, "Pausing/Unpausing Deals in Gateway".








Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file


In our continued effort to create the best customer experience, please ensure that all procedures are being followed accurately. The following are five key areas of order fulfillment where Groupon Goods Marketplace SLAs require compliance. Being non-compliant in any of these areas reflects poorly on your performance and could result in suspension of your account or other actions. Below is a breakdown of those SLAs and guidance regarding them.


  • Tracking Upload

    • Tracking needs to be uploaded within 2 business days from the order creation

    • This lets the customer know that their ordtracking er is being processed

    • Your carrier must be on our list of “Approved Shipping Carriers for Goods Marketplace”. 

    • Do NOT upload a tracking number for your order until the package has been received by your carrier. Early/invalid tracking uploads will negatively impact your performance metrics, and could lead to suspension.

  • Tracking Showing Movement
    • Tracking needs to show movement within 3 business days of order creation

    • Before your order can be processed for payment, your uploaded tracking information must show systemic MOVEMENT. 

    • Orders NOT showing movement within 5 days may be automatically refunded by Groupon.

  • Cycle Time
    • Orders should arrive 7 business days after an order is placed

    • In order to maintain a positive Merchant Scorecard, merchants should have an average cycle time of 6 days

  • Ticket Response

    • Tickets created by the customer must be responded to within 1 business day

    • Timely responses can indicate to the customer that you are willing to assist them

    • Subsequent responses should take no longer than 1 business day

  • Returns

    • Select a return policy that meets your needs and your ability to comply

    • ‘Final Sale’ policies must still allow for refunds or replacements due to defective products or incorrect fulfillment

    • In the case of a return, merchants must always provide their customers a return label. Merchants failing to comply with this policy may be subject to suspension or even account termination.  


Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file

If your merchant account has been suspended, there are generally two possible explanations: sales threshold suspensions and scorecard strike suspensions.


Below, we’ve provided information that will help you identify the reason for your suspension, and what course of action can be taken to restore activity to your account.



Sales Threshold Suspensions


If a merchant reaches their respective sales threshold in a 30 day cycle, their account activity will be suspended temporarily. This is a core element of our Merchant Graduation program.



During this suspension, merchants will be unable to receive new orders or have new products reviewed. Until activity is restored, the expectation is for all merchants to ship all open orders and ensure all customer tickets are answered within 24 hours.


Expedite a Sales Threshold Suspension


The performance review process generally takes 30 days to complete. However, merchants can expedite the review process by fulfilling the following requirements, then sustaining them for 4 consecutive days. Once these requirements have been met and sustained for 4 CONSECUTIVE DAYS, activity will be restored to your account.

  • all orders have been marked "Delivered" (not "Shipped") 

  • all customer tickets have been marked resolved 


Scorecard Strike Suspensions


Merchants may have their account activity suspended for failure to meet our Goods Marketplace performance standardsYour Merchant Scorecard can be viewed online.



Appeal a Scorecard Strike Suspension


Scorecard Strike suspensions generally last 30 days, but you may be eligible to expedite the length of your suspension by submitting a plan for improved performance. To apply for suspension reinstatement, please use the form linked below.


(click here to access our "Suspension Reinstatement" application



Do NOT submit multiple applications for one suspension. Appeals may take up to 7 business days to process. 


Our team will contact you using the information you've provided to inform you of your appeal status. Groupon Goods Marketplace reserves the right to deny or approve any application for account reinstatement.

Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?

+ Attach a file


Understanding Merchant Scorecard



The Merchant Scorecard is an overall measure of the health and performance of your account on the Groupon Marketplace. Your performance as measured in these scorecards correlates directly with account suspensions, Merchant Graduation and more.


All active Goods Marketplace merchants on the Gateway platform should receive an e-mail containing their Merchant Scorecard weekly. This e-mail will be delivered to the primary e-mail address associated with their account, and contain a full breakdown of your current standing. Your scorecard can also be viewed online at any time using the steps outlined in our support article "Viewing Your Merchant Scorecard".


Scorecard Metrics Breakdown


Your scores will be reflective of your performance over the previous 30 days. This means it will take 30 days for any order or ticket to "roll off" your Merchant Scorecard, and your metrics will continue to be impacted by any orders failing to meet our performance goals until this period has elapsed. These performance goals are outlined below.



Metric

Definition

Goal

Best Practices

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.

>93%

Tracking information will not process unless you are using a supported shipping carrier, and inputting the proper Carrier Code


Consult our Order Fulfillment Guide for an overview of CommerceInterface.

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.

>92%

It’s important to your customers that their orders are handled with urgency and transparency.

If your carrier is consistently causing delayed shipments or failing to properly update tracking information, reach out to them for a solution or switch to a more reliable carrier.

Cycle TimeAverage time elapsed between the date an order is placed, and the date that order is marked delivered.<6 DaysIf your orders are arriving late, then consider changing carriers, utilize a different fulfillment center, or ship orders at a higher priority level.
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%
You must respond to all customer contacts within 1 business day. Check your tickets DAILY!


Learn about Ticket Reply Types to manage your customer tickets more effectively. Consult our Customer Ticketing Guide for an overview of handling customer tickets.

Cancellation Rate

The rate at which orders placed are then cancelled by the merchant prior to tracking upload.

<1.91%

If you are issuing cancellations due to stock shortages, maintain your inventory to avoid negatively impacting your metrics. If this is a repeated issue, start inputting more conservative estimates for product quantity.


This metric excludes orders cancelled by Groupon due to Customer Fraud, or cancellations initiated by customers within 48 hours of placing an order.

Return Rate

The rate at which successfully placed orders are returned/refunded.

<2.69%

Your customers should always know exactly what they’re purchasing. Your listings must provide detailed, accurate descriptions. Include references such as model numbers and measurement-based sizing charts when applicable.

Run routine quality control checks on your inventory. Improve packaging if items are being damaged in transit.

Customer to Groupon Contacts Rate

The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.

<1.40%

For customers, the best transactions are simple and painless. Reduce the need for questions by providing as much information up-front as possible.  


Your listings should include thorough product details, quality images, instructions for handling/assembly, etc.  

Customer to Merchant Contacts Rate

The rate at which orders received by the merchant result in customers opening a ticket to contact the merchant directly.

<3.60%

For customers, the best transactions are simple and painless. Reduce the need for questions by providing as much information up-front as possible.  

Your listings should include thorough product details, quality images, instructions for handling/assembly, etc.

Customer Satisfaction Score

The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.

>70%

Customer tickets should only be marked “Solved” once your customer’s issue has been fully addressed and all possible steps have been exhausted.

See Acceptable vs. Unacceptable replies to Customer Tickets to ensure your communications with customers meet our standards for merchants.




Related Support Articles


Viewing Your Merchant Scorecard

How Scorecard Impacts Graduation

Understanding Merchant Graduation


Did you find it helpful? Yes No

Can you please tell us how we can improve this article?

Contact customer support?