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 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
- 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
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
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.