Select FAQ Categories
Metrics are update by 10AM CST on weekdays
|Overall Scorecard Health
|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.
|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.
|Average time elapsed between the date an order is placed, and the date that order is marked delivered.
|Customer to Merchant On-Time Response Rate
|The rate at which tickets and messages created by customers receive a response within 1 business day.
|The rate at which orders placed are then cancelled by the merchant prior to tracking upload.
|The rate at which successfully placed orders are returned/refunded after tracking has been uploaded.
|Customer to Groupon Contact Rate
|The rate at which orders received by the merchant result in customers contacting Groupon Customer Service.
|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.
|Customer Satisfaction Score
|The rate of customers indicating satisfaction with their merchant’s customer service following a ticket being marked “Solved”.
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Groupon Goods Marketplace Merchant Support
Business Hours - Monday to Friday 9AM-5PM CST