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.