tracking shows delivered : Groupon Goods Marketplace

Customer says they haven't received an order marked "Delivered"

Order shipped with tracking:

If the order is shipped with tracking information and is still within the estimated shipping time plus two business days, the customer is asked to wait for the order.

If the order is shipped with tracking information and it does not show delivery within a reasonable timeframe after the estimated delivery date, the merchant will be held liable and the order will be refunded. This applies to orders lost in transit as well.

Orders shipped with delivery confirmation tracking—tracking shows delivery and customer claims item not received:

Groupon does not cover service errors, including loss, theft, or postal/shipping issues. The merchant is responsible for opening an investigation claim with the shipping carrier to start an investigation for the package.

- You are responsible for correcting, via refund or replacement, any delivery error or non-conformity of your products. This includes non-delivery, mis-delivery, theft, mistakes in picking, and/or packing of your product.

- If the carrier's investigation determines that the customer did not receive the order due to a shipping error beyond their control, the merchant is liable for refunding or reshipment of the product.

Orders shipped with signature confirmation tracking—tracking shows delivery and customer claims item not received:

If the name on the signature confirmation matches the customer’s, he/she will not be granted a refund or reshipment of the order. If the name on the signature confirmation does not match the customer’s, Groupon will deny the claim and ask the customer to follow up with the individual who signed for the package. Refund/reship requests for orders that are signed for by a freight forwarder or an agent of the customer (for example, a neighbor or a family member) will be denied. However, if an investigation determines that the customer did not receive the order due to a shipping error beyond his or her control, the merchant may be held liable for a refund or reshipment of product.

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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%

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%

Customer says they haven't received an order marked "Delivered"

's Scorecard